Axiom Home Page Forums General Discussion The Water Cooler AXIOM Responsiveness

Hi everyone - I have been researching home theatre speakers for over a month now and thought I had decided on 9 Axiom speakers. I wrote Sales and got a response 2 days later asking if I wanted a quote. I responded immediately saying yes, but have not heard anything back in a week, and a follow up email I sent asking if they were working on it has also not been answered. A phone call to speak with someone also went unanswered.

I've gotten slightly nervous as internet direct sales companies I have used before have been very responsive.

I'm wondering if there is anything I have to be concerned with in terms of Axioms viability or responsiveness before making such a large purchase.

Thanks!

They are usually very responsive and treats customers very well. I too have recently experienced some lag with customer support and sales. Not too sure what is the cause (going too well, vacations, someone sick), but it should be temporary. I would not worry overly, but I understand your caution.

Quick question, though. Is there a particular reason why you can't use the regular ordering mechanism?

Thanks for the response.

The main reason was I had a question about the Loyalty program and whether there was a way they could apply the appropriate discount as part of a single order instead of me ordering 2K, then, another 1K, then another 1K to optimize the discount.

Makes sense. Someone here might have the answer to that

Covid I think has had an impact in this area ... If someone doesn't get back to you in 24 hours ... call again.

I've found that I needed to call even before this ... especially if I had a question which was not easily answered..
I suspect if the email can't be answered by the person who opened it ... it gets put aside. If that is what's happening then it's it seems there is a high probability it's gonna get buried in the queue. What ever is going on it should be corrected as every email should get answered ... even if it's just to say who they forwarded it to or politely inform someone if something is being done or not.

The loyalty program requires you to buy stuff to make a certain percentage level. It would be nice if they automatically did that for a single order (i.e. Once your fist part of the order reached a new % off ... the new % would get applied till the rest. If you order enough to make next level then that should repeat). That requires software which I do not think they have. So, either you need to order piecemeal or you need to call and explain what you want to do ... I'm positive that there would be no problem doing it over the phone. Debbie is very accommodating as long as what ever is being asked is reasonable.

Also, I would inquire about any black Friday deals they may have coming up too. Save as much as you can.

Thanks everyone. They did seem agreeable to quoting it appropriately as a single order when they did respond, but I've been waiting since. I'll try to call again tomorrow.

Have been working with Axiom on orders frequently in the last year.

Overall been excellent. They are busy, so patience is key (and worth it! )

Had an issue with a custom order item for a customer install. Ian resolved quickly and professionally.

Fantastic! Their speakers sell themselves now we have done a few rooms.

No issues. Recommended.

I concur; I have been trying for days to contact Axiom about speakers I want to order. I cannot reach anyone nor do I get any response from e mail or phone calls. I have to say that this is not the normal Axiom I have known for years. They have always been top of the line.

A lot still going on in their area. I’ve spoken with them on several occasions but it normally takes a little time between replies. Have patience and keep trying.

I did try calling 2 more times but haven't gotten anybody to pickup.

I did receive a response to my email/ticket 2 days ago apologizing for the delay and saying they would send me a quote the next day. Unfortunately, that came and went and I didn't hear anything back.

Unfortunately Covid is dictating their availability. They've always been very quick responding and always helpful. Restrictions has everyone trying to play catch up.

Already a lot of data points, but FWIW I had the same problem. I purchased two sets of speakers to compare, with the understanding that I'd be returning one of them. When it was time to return I couldn't get a hold of them for over a week. Since it was fairly expensive, like the OP I started to think, "Not getting that money back. Now what the heck am I going to do with two sets of towers?" As above there was the usual happy ending - speakers are awesome and I got the return processed.

I'm not sure it's COVID, whether they cut back staff due to supply chain issues, or whether they've ramped up their alternate badging business and only give the 'Axiom' line one day a week. Or maybe all of the above.

All conjecture from me too, but it felt like this aspect of their business slowed down a lot after a few retirements happened several years back, and maybe they just don't have the people required. It may be a small pool of potential employees where they're located, so they're trying to get by with what they have. It's not the best look, but I've never feared not being taken care of. It sucks being patient when they're fun toys we want to play with as soon as possible, so I get the frustration.

I haven't contacted them frequently enough to know, however, in setting up my order last year with Ian and again this year with Ian and Andrew (no, not that Andrew, the 'new and young' Andrew), things went fairly smooth and received responses within a day or two at most. I did try calling back one day to sort out a detail and couldn't get a response, but could leave a message. I didn't bother and just called back again i think the next day. Took two calls to get Andrew but he did provide an email saying we could setup a time for him to call (i.e. appointment) at my convenience.
Overall i would say that response was pretty good.
Given that on my first call i was on the phone with Andrew for about 30+ minutes, i can understand why anyone else calling may have been sent to voice mail. I'm not sure how many folks they have there answering the phones these days.

Patience is a virtue as the saying goes and today's society with instant everything (instant online ordering with a few clicks, instant payment with a few more, instant soup mixes, instant Google search answers), people don't know how to wait anymore. They want it all and they want it now.
Heaven forbid the internet slows to a craw akin to the dial-up modem days and it takes two hours just to load a single page and check one NHL score.

I recently purchased a pair of M3s, sent them back and purchased a pair of M5s. I'm not going to go into a lot of detail at this point but the service I have received has not been good at all. Delays in shipping (due to not having the wood in stock) and a very long delay in getting my refund back on the M3s (still don't have it after a few weeks).

I've heard the reasons why and I don't doubt that they are valid to some degree but the delay in shipping and so far the delay on the refund are unacceptable as far as I am concerned. Which at this point doesn't really seem to matter. Yes I am very frustrated with the customer service. I've ordered Axioms in the past and never experienced anything like this so I know, as does everyone else, that things are different today. I've just been very disappointed in how everything, including responses, has been handled.

Im pretty sure returns have to be reviewed and tested before a credit is given back. That would take a staff member to receive, update rma, unpack, review and test. Likely two or more staff involved.

Few weeks or longer seems fine. Its the time of covid…. A custom order speaker through a retailer exchange would take much longer these days.

Tough time to be in their business, for a multitude of reasons. The return on a pair of M3s is likely on a list of hundreds of things to do for someone on their end.

Refund has been issued and banked. The process was the issue. The speakers were never an issue. The fit, finish and sound of the M5s is overall fantastic.

Great to hear! Both on the refund and the super awesome M5HP!
On my side, still trying to get something done with my EP-175. Frustrating. Received the wrong crate. And then they switched to Mantis for bug tracking which makes some of the threads hard to follow. Hopefully they will take a hard look at current state and effect significant changes and become more transparent.

My experience has shown me, as it has probably most others, that companies that want to get better and improve will listen to the feedback of their customers. Doesn't mean that they should or will implement everything they hear, but they will listen for patterns/issues and improve their processes and products based on that feedback. Continuous improvement is what sustains companies and separates the best from the good.

Just following up with my outcome. As of yesterday, I did hear back and got things taken care of. Sounds like a combination of Covid related staffing problems as well as switching to a new ticketing system (both losing / transitioning old tickets as well as training). As of now, things are good on my side and I'm waiting for my order to be built.

Thanks everyone

Glad to hear everything has been corrected and is on track.

So i unboxed the new VP180 just yesterday. As with all new speakers, i run some pink noise to test all drivers are working. One of the midrange drivers was not. I swapped it with the other midrange driver and that didn't change anything hence, the internal wiring and crossovers are fine. Didn't notice any loose or disconnected wires around the driver body during the swap out. So i have one working midrange driver and one that is probably DOA.
It happens.
Sent an email to Axiom last night.
Got a response the next morning. New replacement driver is being sent. Got the confirmed shipping email an hour later.

Zero complaints.

Compared to so many other businesses, i have long contended that Axiom still provides the best customer service of any. How often can you pick up the phone and in a pinch talk to the owner or head engineer of a company and chat for an hour?

Well, maybe if you didn't talk to them for an hour, they would have time to address OUR issues !

Chess, That was one of the qualities which blew me away.
I was shocked when Ian answered the phone and seemed to have all the time in the world to chat.
Somehow he made me feel like I was a personal friend in a matter of minutes. So between my alignment with their design philosophy, really liking most of the products, and the personal connection (real or not) I feel very attached to this company.

It's almost weird ... no ... it is weird ...

Now where's the fun in that?
Get in line!

LOL

Ian is a good fellow. The staff are friendly and helpful.
It's what you can create when you have a good corporate atmosphere. I'm sure there's problems, every place has something, but i wouldn't hesitate to work there.
If i lived closer, i would probably do just that. Always loved to fix things and big on electronics so speaker repairs, sound data modeling, all loads of fun.

The factory tours (have had four of them now i think), are fantastic. If you get a chance to be in the area, or go out of your way is more like it, it's beautiful country, good places to stay.