Axiom Home Page Forums General Discussion The Water Cooler Is customer service always this bad?

I bought 5 speakers from Axiom a few weeks ago; the M40's, a VP100, and a set of the QS4's. Right out of the box I knew there was a problem with one of the surrounds, as there was something rattling inside of it. I hooked it up anyways to see what they sounded like. Everything sounded great; except, of course, the one QS4. On louder, deeper bass sounds there would be a buzzing sound.

The thing is, I called immediately, only to have to leave a message on their voicemail. I didn't mind that except I never got a return call. I called again a week or so later, only to leave another voicemail. This time, someone called back within 10 minutes.

He - I didn't get his name - explained I may have to change a setting on my DVD player to correct the problem (set surround speakers to 'small') but if that didn't work I should email "joev@axiomaudio.com".

Well, I changed the setting, but to no avail. The buzzing was still there, albeit not as noticeable.

I e-mailed "joev", who got back to me after 2 business days, stating that they going to make arrangements to switch the QS4 for me.

I e-mailed back within the hour giving a phone number I'd be at the rest of the day, so we could make said arrangements. That was four or five days ago.

I'm getting awfully close on my 30-day money-back return period, so naturally I'm a bit concerned.

Anybody else have a similiar expreience? Am I going to out shipping costs when and if this finally gets resolved?

I'll post a reply when I hear back from them, which will hopefully be before the new year....

Rob

I had problems with actually getting my speakers. Something happened where the credit card company got the charge (and applied it to my card) but they did not get the money. I had to keep on top of them constantly to get anything done....they were not very responsive the few times I left messages.

Usually it shouldnt take this long. but perhaps amie and the the rest of the people havent been in the office or something.

If you picked the speaker up and heard rattling, and told whoever you talked to that, they would have known what the problem was. which is probbly either a loose magnet or driver. Service isint usually like this. Dont worry about the 30 day return policy deal. is there is something wrong with the speaker they will replace it. remember your 5 year warranty? in the meantime try seeing if the screws that hold the driver in place are all tight. if they are loose, tighten them but do NOT overtighten them. just until they are snug.

I have never had any CS problems with Axiom. In fact, they have been top notch, and I have worked in A/V retail for 10 years, and have never come across CS this great. Considering the time of year I would cut anyone/everyone a little slack. I would also try what Haoleb said. I had a similar problem with my left M60, and it ended up being the screw on the 5" woofer was loose.

if you have had no response go to the contact page and email someone
i dont even own axioms and have gotten responses within 24 hours using technical and customer support. I have emailed them about 6 times.

actually both times i emailed brent@axiomaudio.com replied within the hour

Well, hold the phone. The FedEx lady just dropped off a new QS4 for me today. Inside the package was a form to slap on the box to send off the old QS4. When "joev" wrote that he was going to make arrangements to replace the speaker, I thought he was going to call or e-mail about how to return the old one to Axiom. I had no idea they'd send out a new speaker before getting the old one back. I don't think there's too many companies that would trust a customer that much to do that.

I feel like such a jerk for mouthing off like that before everything was said and done. I wish I could erase this thread....

Axiom - *very* sorry about the negative post. You've exceded my expectations about this problem and you'll certainly have me back as a repeat customer - I've got other rooms in my house to set up!

Rob

Well said Rob, you've also provided us with another 'Real World' example of Axiom's CS.

Don't worry about it, dude. Many of us have threads we just wish would go away...

Nice post Robert. I wish all companies had the same level of CS that Axiom does.

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Many of us have threads we just wish would go away...

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Yep! I've racked up my share.