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.

That’s surprising… Axiom has always bent over backwards on customer care.
But I agree, something has changed lately. Who did you talk to?

Andrew Fletcher

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.

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!

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.

Great thanks!

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.

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.

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!

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.

So much for globalization. I told all my employers it would never work.

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.

QS10 one there way