Axiom Home Page Forums General Discussion Technical Questions Axiom service

I recently received a set of M60's and noticed that one of the woofers had glue smudged around part of the rubber surround. This did not seem like a big deal at first but it kind of bothered me after thinking that MAYBE I received a set of Factory Outlet speakers but paid for new ones! After all, how could that go un-noticed? To make a long story short, I contacted the company and they told me they would send me a new woofer which they did......however!!!! It also had something on it and looked used! I sent that one back after calling and sending a letter explaining what had happened. Yesterday, I received a box at home BUT it was a 5 inch mid-range speaker instead of a woofer!!!! I am quite confused! I have contacted them again and will be sending this one back as well BUT I will send pictures to make sure that I get the right one!!

I could of sent them back all together but I was too lazy to pack them all up and I do like the sound. I was going to get the M3's as a second set but am having second thoughts about that! I am trying not to complain but my main question is how did this happen in the first place? Afterall, it is very obvious that glue was spilled and nobody noticed? Did I receive factory outlet speakers???

I hope that Ian reads this because it is somewhat disturbing to think that maybe I was not given the right speakers! Service however was very good and the woman that I talked to was quite disturbed this had happened and assured me it would not again but I am very reluctant as to what I have recieved as speakers in the first place and am not sure about the M3' anymore! Hope this has not happened to anyone else!!?

as we would say here in our store, it must have been your day in the pickle (sp) barrel. if we screw up a customre's order, it usually always seems to happen to that one person. he does enjoy doing business with us and has accepted his fate with us; still a good customer.
this is not typical of axiom's customer service, keep the faith.
dan

It's such a drag, when things like this happen. I just went through a bunch of baloney with a local drugstore that couldn't figure out how to deliver some medication 4 blocks to my home.

Your experience is most rare. It's the first service gaff by Axiom I've heard of in the 6 months or more I've been posting here. Sorry it had to be you. Hang in. They'll fix it for you.

i would have to agree with ajax.. this is the first negative response i have ever heard when dealing with their customer service. it is extremely unfortunate, and i am sure they will do whatever it takes to fix your problem.

sorry this has happened to you, and i hope your confidence in the company hasnt waivered.

bigjohn

Just my luck!!!!!!!!!! I am not sure about my present feelings right now and my confidence is a little shakey realising that i may have received the wrong speakers! The M3's are probably a distant memory at least for now until I can digest this!

danman,
To look at this in a slightly different context, imagine you had just bought some Paradigm speakers directly from the company.
Do you think their customer service would have been as fast in sending you the replacement drivers?
For that matter, has ANY company you ever dealt with before sent you so many replacement parts so quickly? Or been so easy to contact via either phone or email with near immediate response?
Axiom may have had some glitches sending you a 'clean' driver, but if this were one of ten thousand other companies instead of Axiom, you would probably be still waiting on getting that first return email from customer service.
Have some faith. Axiom will get it right soon.

In the meantime, enjoy the speaker sound. A little bit of glue on the surround will not do anything negative (assuming it is not really glopped all over the driver). Only our local snobophiles may tell you otherwise.

From my understanding the glue was on the suspension surrounding the actual cone of the woofer? If thats the case, and provided it was a relatively small amount of glue, I can't imagine it would make any difference whatsoever to the overall sound quality. There also has been mention on here before, although I can't find where, of a stray glue drop appearing somewhere. Rest assured that you didn't get Factory Outlet speakers. With respect to them sending you the wrong driver the last time, it's possible that they misinterpreted your return of the first driver they sent. Some thought along the lines of: "Oh he returned the replacement, we must have sent him the wrong one."

I understand what you are saying chesseroo but I am still wondering if I got what I paid for!!? Many people receive Factory Outlets and can't even notice a thing.........I paid for new ones and nobody noticed 3 inch long glue? Then they send me a woofer that looked used and I had to blow off the dust and it also had a blemish around the outer ring and then I get a 5 inch midrange!!! Yes people make mistakes but this is an on-line company and if I were to have bought Paradigm, they would have been in a store which would have made it easier to fix the problem!

My initial purchase was going to be JMLab new Chorus series and I have no regrets concerning sound comparison but I think this would have not gone un-noticed! The glue would of had to have been spilled during the manufacturing of the woofer not the building of the speaker itself therefore it should have been seen by the person who screwed it on!

The initial glue on the woofer is not really the issue.....it is what I may have paid for that I did not get that effects me and now the 2 screw ups that followed! The M3's are on hold!

Dan, I urge you try to change your perspective on this matter. Re-read what Chess said. I am seriously sorry you are unhappy, and your experience is obviously an anomalous one, or we would hear more of these kinds of stories than the converse (and Axiom would be out of business).

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it is what I may have paid for that I did not get that effects me

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I don't follow this at all. If you are referring to your assertion that you may have received Factory Outlet stock, I can assure you that there is no qualitative difference between them and the regularly priced speakers. If you only complaint is a glue smudge on a woofer, let's focus on that, get it fixed and live happily ever after.

I think you have a few flawed premises, here. I don't know in what way a similar situation would have been "easier" to fix if you had bought from a B&M store; unless that particular B&M has a factory-authorized service department, they would likely have had to replace the entire speaker, not just the driver - and I'd be surprised if they made house calls. Likewise, the "blemishes" you discovered would not seem to impact the sound quality in any way. Finally, I'm sure that Axiom will "make this right" with you.

So, have some patience, have some faith and enjoy the music in the mean time.

Honestly, danman, I can say that I didn't have the best OOBE (out of box experience) with 2 of my 3 Axiom orders, but it seems we're the exception, not the rule.

My M3s came with no problems. My SS24 stands had one misdied brass carpet spike that wouldn't thread in all the way - the threads disappeared at too shallow a point leaving it a 1/4" higher than the others, so for the time being, I'd put in one of the rubber bumper feet and waited (and waited) for the replacement spike, when it hadn't come by the time I ordered my QS4s, I asked Brent to throw it in with my QSs. My QS order came with two extra SS24 spikes (just in case), but on inspection of the QS grilles, there were holes in the grill cloth where the router had torn out a bit of the material and it wasn't sanded off - top grille on one, bottom grill on the other. Another call to Brent (I'm sure the sales phone is on his belt at this point ) and he sent out replacement QS4s via FedEx Overnight with return shipping labels for the damaged surrounds.

In the end, there were more problems with my orders than I would have expected and sometimes you just wonder (like I mentioned to Brent on the phone) if someone there doesn't like you - but after it was all worked out I'm very happy with my purchases and I'll finish up my HT with Axiom products.

Take a deep breath, check your horoscope and remember, you can't be a lightning rod for ALL the problems.

Bren R.

I believe that on the bar code that came on the M80 box the model number was something like M80ti SE B .... id have to go look but no time at the moment. i took it that the "B" stands for b stock but not sure... And on the box was written CHY B which i assume stands for cherry, b stock.

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but on inspection of the QS grilles, there were holes in the grill cloth where {i actually poked my fingers through for fun but i thought i would blame] the router

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Sorry Bren.
I couldn't resist the edit.

Sometimes stuff just ain't perfect. I know Axiom will make it right for you without you having to get upset. Out of ten speakers delivered to me by Axiom I have had the following problems:

I had some glue spots on the drivers and cabinet of one of my M60s and they promptly sent me out a new one.

One of my QS8s (from the 2nd pair I ordered) came with a dead tweeter. They sent me a new tweeter lickety-split.

Not bad. Two niggling problems but excellent quick responses by Axiom to correct them. They depend so much on the integrity of the Axiom name that I think they'll bend over backward to make the customer happy.

OTOH, when I had some DCM speakers purchased from Circuit City and had a problem I was without the speaker for a week or two while it was in the shop. I never had the impression that anybody cared how long it took, or if I was happy.

Axiom also sent me replacement grill plugs (free of charge)for the EP350 when I broke them off accidentally.

Greetings,
In the "for what it is worth" department, why don't you forward your concerns to Ian. He is, after all, the company president. I had a different type of quality issue with my order, and I was amazed (in a good way) at his responce.
b.

I've placed four separate orders with Axiom.

1st - VP150
2nd - M22ti
3rd - M60ti
4th - QS8 & M2i

All four orders arrived within 2 days (the 1st order arrived the NEXT day!)

All speakers arrived in perfect condition. (well, the M60's have a tiny little "bump" in the veneer, but they were B stock pieces.)

I guess what I'm saying is, you just had some crap luck with your order. It's not the norm.

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Sorry Bren. I couldn't resist the edit.

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Actually, I guess I shouldn't have left them in the room full of rabid ferrets I keep for undisclosed purposes.

Honestly, though, I wasn't that concerned until hawkeye came home from work... "oh, great, you got the surro... what the hell is that?"... from across the room. Having said that, she's also noticed the one time I walked into the kitchen with a lit cigarette to grab my keys - total time in the house - 4 seconds, time to dissipate - 4 hours and she still smelled it.

BigJohn - need a bloodhound at all?

Bren R.

I have not been able to find a single flaw in my order. I have to admit that I didnt spend to much time looking, since installation and setup of my room was so time consuming.

Here's a funny story along Bren's experience...
I had been drinking with a friend by the pool all night. I had just lit a cigarette and we discovered our beers had ran dry. Through the kitchen and pantry I went to retrieve a couple more. I did it hastily since I was holding my cigarette. Evidently my drunken scurry raised my beloved's curiousity and on the return trip she met me halfway. I think she was going to ask what I was doing, but we never got there because her eyes adverted directly to the lit cigarette in my hand and then my eyes. She asked one of the dumbiest questions she has asked, "ARE YOU SMOKING IN THE HOUSE?". I looked at my friend, whom was chuckling outside the arcadia door and I realized that this was a no win situation. So I replied, "Not in your half of the house". She smiled, pinched me on the cheek and informed me that I would not be sleeping in her half tonight either. We drank till morning ; ).

njoyment - those are the days a couple of ogres like us should feel lucky to have 'em!

Bren R.

You should just call Axiom and explain. When I received my M60's there was a large hole in one of the boxes, and a serious dent in one of the woofers. I called Axiom and they sent me a new woofer (my choice, they offered to send a new speaker but I thought it would be easy to change the woofer myself), Anyway, next day (!) a new woofer arrived. I took the old one out to find the wood around the screws was not good and the screws would not go in again very tight (This speaker had had a very rough ride in transit!). I called Axiom again and they immediately sent me another brand new speaker, and free shipping stickers for the defective one. All in all an excellent customer service experience. I am sure if you call Axiom this will get sorted out.

P.S. Just had another awesome listening experience - Led Zeppelin Remasters, some fantastic mixing especially 'Rock and Roll', it sounds like the music is going round and around my head, and I am listening in Pure Direct Stereo!!

M60's
VP150
QS8's
HSU VTF3 Mk2
Denon 3803

I am just really concerned that you guys can't smoke in your own house. What the hell's up with that? Did she hide all the pants in her closet?

If there are extenuating circumstances like kids with asthma or priceless paintings in the house I could understand, but otherwise light 'em up at will boys.

Dave

So you'd put your foot down and insist on smoking in the house, even when it's clear your wife/mate/s.o. doesn't like cigarette smoke in the house?

What the hell's up with that? Did she hide all common courtesy / brain cells / second-hand smoke awareness in her closet?

I had a problem as well, I bought 'B' stock and after picking them up could find nothing at all wrong. I went over the M60's, VP150 and QS8's from top to bottom but there were no defects at all.

Do I have grounds for a civil case? After all; I ordered expecting to find some small defects but alas; there were none. I repeat none.

As a last resort; in order to regain my self respect; I just may have to take a file to them.

Life is hard my friends.

Smoking is bad for you Peter.
It is even worse for young lungs

Ford,
You picked up your speakers?
Did you make it to the Factory?

wha? since when do I smoke?

Haoleb, I'd guess the M80-B means you got yours in black, no?

2x6- actually, no.. if you go to his profile and go to his website, his speakers are the cherry wood finish.

i really like the way those look, they just wouldnt match the rest of the furniture in the living room.

bigjohn

yep, i got de' cherry.

Heres a pic of the sticker thats on one of my boxes. the inner box... i suppose the (B) means blemish but i dont know for sure. That will be a way to tell if you got sent blems by mistake. which i doubt would happen.

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I am just really concerned that you guys can't smoke in your own house. What the hell's up with that? Did she hide all the pants in her closet?

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No need to be concerned... I made a conscious choice to slowly and expensively kill myself 15 years ago. She made the choice not to.

I'm also amazed at how bad the stuff smells, ended up airing out all my stuff and tossing out all my white shirts (well, they were more tan already) when we moved in. Probably doesn't help that I smoke Camels, the nastiest coffin nails on the continent. (Though Israeli Romeo and Juliets are slightly stronger and have an aftertaste like you've been throwing up all night)

Bren R.

Unlike those fine Cubans I get here in Italy....for 4 more days anyway.


Semper Fi

Hi Chess,

I picked the speakers up on April 28. Due to limited time plus the fact that I&A weren't around I didn't get the same grand tour that you did but I did get a good look at the production side of things. There certainly were a lot more people working there on the Wednesday that I arrived.

If it hadn't been for Amie's directions I think I could have driven through Dwight and not even noticed the factory.

Although on a much larger scale; it reminded me a little of my first summer job in a small lumber yard where I built picnic tables .

That really is a beautiful part of the country, time runs a lot slower there than it does in the Toronto area. If they are doing an open house for next year's anniversary (hint hint) I'd highly recommend attending.

I got 'B' stock but I haven't seen a single thing wrong with them at all, and no, I didn't switch them at the factory .

The trip took me about 3.5 hours each way. I had speaker boxes blocking my rear view mirror so I had to really watch my speed. The only thing of note was being passed by police while I was doing 118kph on Hwy 11 (it's a 100kph limit). They didn't even give me a second glance. I'll assume it's 120 and above before they start to pull you over.

As a warning I did see car pulled over. It had been caught by an unmarked police 'car'. It was a late model white Chevy 3/4 ton pickup complete with a cap on the bed. Apart from the almost hidden red lights it looked just like a normal camper heading north.

All in all getting the speakers was a very enjoyable experience.