Axiom Customer Service…today
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Joined: Jan 2009
Posts: 150
veteran
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OP
veteran
Joined: Jan 2009
Posts: 150 |
In the past, Axiom’s customer Service was celebrated by members on this forum. I too had very good service…until a couple weeks ago. Hopefully my experience was an exception. I have a set of M80 V3 speakers. The plastic name plate fell off one of the speaker’s grill. This is hardly uncommon as they are not well affixed. I emailed Axiom to ask for a replacement name plate due to aesthetics…I like symmetry. The reply was they would send the name plate but I had to pay the standard shipping fee of $20.00. Now this plastic plate is so light it could be sent with a USA 1st class letter stamp…less than one dollar. I’m happy to pay for the plate and cost of mailing, but I think $20.00 is a bit much and the flat rate shipping fee, it seems to me, should not apply to this instance. I also have the LFR880’s a fantastic set of speakers. The plate fell off one of these too but thankfully I found that name plate. I’m proud to own these speakers I would think that Axiom would want to advertise their brand to visitors who come to my home by supplying their brand nameplate, IMO.
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Re: Axiom Customer Service…today
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Joined: Sep 2009
Posts: 1,897 Likes: 101
connoisseur
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connoisseur
Joined: Sep 2009
Posts: 1,897 Likes: 101 |
That’s surprising… Axiom has always bent over backwards on customer care. But I agree, something has changed lately. Who did you talk to?
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Re: Axiom Customer Service…today
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Joined: Jan 2009
Posts: 150
veteran
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OP
veteran
Joined: Jan 2009
Posts: 150 |
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Re: Axiom Customer Service…today
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Joined: Sep 2009
Posts: 1,897 Likes: 101
connoisseur
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connoisseur
Joined: Sep 2009
Posts: 1,897 Likes: 101 |
I think he’s new … I had a problem with the inserts to hang my M3s on FMCBs. These hang sideways and need inserts on both sides of the center insert. (FMCBs are not long enough to reach the center insert). They only put inserts on one side so I could not mirror the M3s (I.e. setup a pair with both tweeters facing inward or outward) I think he didn’t understand the issue .. he just closed it out. Not sure if I want to press it … I can solve it by fabricating a bracket. It’s just a pain as I have other things to do.
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Re: Axiom Customer Service…today
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Joined: Sep 2012
Posts: 1,037 Likes: 69
connoisseur
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connoisseur
Joined: Sep 2012
Posts: 1,037 Likes: 69 |
In asmall business a task takes a body away from another task. $20.00 for someone to do a custom mission for you is practically free. Dont know any other brands that would do that period, let alone for $20.00. They are losing money doing this offer. Its basically a favour and in my opinion a great service. 20$. Heck ya. Pay them!
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Re: Axiom Customer Service…today
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Joined: Sep 2009
Posts: 1,897 Likes: 101
connoisseur
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connoisseur
Joined: Sep 2009
Posts: 1,897 Likes: 101 |
Ahh but in the past they would have just sent it … It might make sense if they were having issues with this kind of request, $20 would make most frivolous requesters pause.
Captain … I think I may have a few Axiom badges lying around. They may be buried in storage … If one is easy to find I’ll pm you.
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Re: Axiom Customer Service…today
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Joined: Jan 2009
Posts: 150
veteran
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OP
veteran
Joined: Jan 2009
Posts: 150 |
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Re: Axiom Customer Service…today
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Joined: Aug 2007
Posts: 3,488 Likes: 9
connoisseur
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connoisseur
Joined: Aug 2007
Posts: 3,488 Likes: 9 |
Since last summer, my experience with Axiom has been abysmal. Six months of lack of communication and sending the wrong casing delayed me returning my brand new EP-175 amp... Not that long ago, I would have received a new one and THEN returned the busted on using same crate.
FYI: STILL waiting for my EP-175 amp to be fixed and shipped. AT LEAST, if I could have some feedback along the way. Last few messages were not answered.
I bought a b-stock EP-500 white March 3rd... Still not here. Twice I was told "next week". And then several weeks later, and many more emails, still nothing.
I bought an ADA-1000 (with the I can wait 25 business days). It's now one week after that delay and I'm starting to wonder if it will come before 2024.
By the time, I feel the merger with Bryston is killing Axiom. Weird to go from one extreme to the other.
See Mojo's signature
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Re: Axiom Customer Service…today
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Joined: Jan 2002
Posts: 1,460 Likes: 6
connoisseur
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connoisseur
Joined: Jan 2002
Posts: 1,460 Likes: 6 |
Here are a couple of email addresses that I always get timely responses when used;
Ian Colquhoun- ian@axiomaudio.com Andrew Fletcher - fletcher@axiomaudio.com
I will say that as a customer from the 1980's, the service levels have changed.
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Re: Axiom Customer Service…today
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Joined: Aug 2007
Posts: 3,488 Likes: 9
connoisseur
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connoisseur
Joined: Aug 2007
Posts: 3,488 Likes: 9 |
Guess what?
Yep, you got it... i finally received a replacement EP-175 for the one that stopped working after a month last September (but only reported in October).
Paired with my AxiomAir, it's vibrant!
See Mojo's signature
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Re: Axiom Customer Service…today
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Joined: May 2002
Posts: 5,745 Likes: 17
axiomite
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axiomite
Joined: May 2002
Posts: 5,745 Likes: 17 |
Here are a couple of email addresses that I always get timely responses when used;
Ian Colquhoun- ian@axiomaudio.com Andrew Fletcher - fletcher@axiomaudio.com
I will say that as a customer from the 1980's, the service levels have changed. I did ask 'sales' Andrew about this and it sounds like they are trying to address it. Fairly certain that getting good qualified and knowledgeable staff and trained is part of the issue.
"Those who preach the myths of audio are ignorant of truth."
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Re: Axiom Customer Service…today
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Joined: Jan 2002
Posts: 1,460 Likes: 6
connoisseur
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connoisseur
Joined: Jan 2002
Posts: 1,460 Likes: 6 |
Here are a couple of email addresses that I always get timely responses when used;
Ian Colquhoun- ian@axiomaudio.com Andrew Fletcher - fletcher@axiomaudio.com
I will say that as a customer from the 1980's, the service levels have changed. I did ask 'sales' Andrew about this and it sounds like they are trying to address it. Fairly certain that getting good qualified and knowledgeable staff and trained is part of the issue. Yes, when I was onsite a few weeks ago, the general comments were about the impact of the Bryston purchase, and the integration of the manufacturing into the Dwight factory from offshore companies. There were numerous areas that have changed and expanded based on my last visit.
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Re: Axiom Customer Service…today
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Joined: Jan 2007
Posts: 10,490 Likes: 116
shareholder in the making
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shareholder in the making
Joined: Jan 2007
Posts: 10,490 Likes: 116 |
So much for globalization. I told all my employers it would never work.
House of the Rising Sone Out in the mid or far field Dedicated mid-woofers are over-rated
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Re: Axiom Customer Service…today
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Joined: Feb 2004
Posts: 635
aficionado
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aficionado
Joined: Feb 2004
Posts: 635 |
I hear yeh, they got to be busy, I bought a set of M10HP on layaway Dec 28 last year finally paid off Oct 18. and I am still waiting for delivery. I emailed twice in two weeks and still no reply. Good news is I ordered a VP160HP in Nov and its on its way.
Anthem MRX520 M5HPv4 VP160HPv4 QS10v4
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Re: Axiom Customer Service…today
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Joined: Feb 2004
Posts: 635
aficionado
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aficionado
Joined: Feb 2004
Posts: 635 |
QS10 one there way
Anthem MRX520 M5HPv4 VP160HPv4 QS10v4
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