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#426690 - 09/24/17 10:54 PM Problem contacting Axiom - repair & return status
Bubba67 Offline
newbie

Registered: 09/24/17
Posts: 2
I wanted to ask other forum members what their experience has been dealing with Axiom for support. I submitted 3 times follow up inquiries via online submission, and via email, with Axiom about (1) status of repair for ADA1500 under warranty, and (2) status of refund for a pair of M3 speakers that I returned at the end of July.

What turn around time should I expect for repairing 2 of the dead channels on my ADA1500 (under warranty). They received it on August 8th, but have not updated me, nor has Axiom replied to my inquiries.

Also, how long should it take to have Axiom process a refund on a returned pair of unopened M3 speakers. Tracking number via Canada Post shows they received the items back on July 25th. Should I file a claim with PayPal?

In the past, I didn't have any issues with purchasing from Axiom (got some M80s, QS8s - still have those), but on the return (M3) or repair, I'm being ignored by them. I'm disappointed.

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#426696 - 09/25/17 10:06 PM Re: Problem contacting Axiom - repair & return status [Re: Bubba67]
brwsaw Offline
connoisseur

Registered: 10/12/12
Posts: 1807
Loc: Canada
I've read they can be tough to get ahold of over the summer but that does seem too long and odd for them.
One would hope they're legitimately super busy and that it'll be remedied soon.
Ian does check the forums hopefully he'll check in and will have someone contact you promptly.
_________________________
"Do the best you can with what you have."

Mom

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#426699 - 09/26/17 08:43 AM Re: Problem contacting Axiom - repair & return status [Re: Bubba67]
BBIBH Offline
connoisseur

Registered: 01/10/02
Posts: 1266
Loc: Canada
Have you called them via the 1 800 number?
_________________________
Regards,

Mike

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#426700 - 09/26/17 10:27 AM Re: Problem contacting Axiom - repair & return status [Re: Bubba67]
TDIPablo Offline
old hand

Registered: 04/04/17
Posts: 95
Loc: Ottawa, Ontario
My experience with Axiom repair/warranty has been top notch. Having driven through Dwight during peak cottage season, I can understand why the summer months may be slow for them to respond as I wouldn't want to be in the office either!

That said, I'm guessing Axiom likely has certain production runs planned out and parts for the ADA's may be scarce outside of this cycle. I'm with you, communicating this would be ideal but Axiom probably doesn't employ 100's of customer service agents to be on top of this. I suspect this as Ian, the President, is the one who dealt with my warranty fix this summer!

As for the refund, again, not a huge staff at Axiom and though they received the package, they probably haven't processed it yet. Give them a call (1-888-352-9466), I'm sure you'll get an answer as to status. Just know, however, that we are experiencing the warmest week of the summer (almost 40C!) here in Ontario and it is quite likely the entire staff is taking a swim in the Lake of Bays and sipping some cold ones! Lucky buggers!


Edited by TDIPablo (09/26/17 10:28 AM)

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#426702 - 09/26/17 11:16 PM Re: Problem contacting Axiom - repair & return status [Re: Bubba67]
Bubba67 Offline
newbie

Registered: 09/24/17
Posts: 2
Finally got a response. They refunded the return of the speakers (2 months after their return), and promised that they shipped the Amp yesterday (6 wks after they received it). Hope the repair is all fine. It just took 3 separate online submissions, and one phone call. Happy that finally the issue appears to be resolved.

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#426704 - 09/27/17 02:15 AM Re: Problem contacting Axiom - repair & return status [Re: Bubba67]
CV Offline
Founder, Axiom Upgrade Club
shareholder in the making

Registered: 07/20/06
Posts: 11681
Loc: Richland, WA, USA
It seems like they've been struggling to keep up on the customer service side ever since several of their long-time employees retired. I'm glad they're getting there in the end, but I'm hoping they find new bodies to meet demand since I do plan on expanding my system next year. I have to admit I fantasize about moving to Canada and working for them.

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#426706 - 09/27/17 08:22 AM Re: Problem contacting Axiom - repair & return status [Re: CV]
TDIPablo Offline
old hand

Registered: 04/04/17
Posts: 95
Loc: Ottawa, Ontario
Originally Posted By CV
It seems like they've been struggling to keep up on the customer service side ever since several of their long-time employees retired. I'm glad they're getting there in the end, but I'm hoping they find new bodies to meet demand since I do plan on expanding my system next year. I have to admit I fantasize about moving to Canada and working for them.


It is an absolutely beautiful part of our country for sure. We cottage in the area twice a year and though still too early to plan, it would be fun to upgrade the cottage to 4 seasons and retire in the area... perhaps I could become a volunteer at Axiom in my older age :-)

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