I've sent 3 emails to
sales@axiomaudio.com over the past 5 days: no response.
I know they have a toll-free number, but I like to keep my questions/answers in email, so I can reference them later.
Hsu returned similiar emails in half a day....SVS in under an hour. Am I using the wrong Axiom email address for product related inquiries?
Thanks!
I've received return mail from Axiom generally within a half day. A couple of times within an hour. Once in 24 hours.
LightninJoe,
Dang! That reply was lightnin' fast! I don't want to come across as a jerk: someone wanting total attention and quick responses right away, or I'll take my business elsewhere. It's just that Axiom is on online retailer, so your email correspondence had better be top notch, or buyers will start going somewhere else. Perhaps my expectations are too high.
Maybe they're having email problems, and someone from Axiom will see this post and chime in.
Jason
Axiom is normally pretty fast -- SVS is real good but IMO Axiom is the best in the business for customer service.
They may be having some email problems -- or, of course, they may be replying and your spam filter is cutting out the responses. That happened to me before -- my ISP added a spam filter service without telling me, and from what I can see the spam filter blocked all the messages I wanted and let all the other spam through
To be honest, when I was first researching my speakers, I emailed them and never got an answer at all! However, when I asked the forum, I believe Alan responded right away. Back in those days though, they had dealers. Obviously, I bought the speakers anyway and I'm guessing my email got lost...but who knows!
I have emailed them in the past and had not gotten a response. Its definetly not the norm though.
In this day and age, many emails unfortunately get filtered as spam. Perhaps yours are being filtered as such.
I was emailing Emotiva recently and the same thing happened. No response for two weeks, then they realized my emails were being filtered out.
If I were you, I'd call Axiom to confirm that they have received your emails. In my experience, they have always replied to me within 24 hours.
Jason,
you might be better served using the forum to send a PM to Amie. There must be email issues of some kind, i have never heard of Axiom not responding to an email. Good luck and welcome!
Hi Jason:
Sorry to hear about your trouble getting an e-mail through to us. I have sent you a PM so you can send your question directly to me and I will make sure it gets to the Audio Experts.
Jason, I can assure you that Axiom will provide good, timely, and accurate customer service. Sometimes the delay is because they are actualy researching your question, and want to make sure they give you correct feedback. Many companies have some kid looking at a computer screen, looking at some knowledge base, and having no AV knowledge.
Once they get back to you, they will bend over backwards for you. Be patient grasshopper, do you remember the lesson.
You need to understand they are a family type business, that produces an audiophile product to a worldwide audience. They are not some mass produced evil empire that has a help desk in India answering the phone. If you really want to talk to someone, call them.
I am very surprised to hear that. It is probably the main (info-like) e-maild address you describe it does not work. I have emailed directly in the past to Noreen, Amie, Brent, Jean-Claude, and they have all come back to me same day - no exeptions! I know you don't like calling, but you can try with Axioms, you can get somebody very relaxed on the other line, no pressure no hastle whatsoever! Trust me in this one, I am picky myself.
A couple evenings ago I sent a PM to Amie to be added to the audition list. I was added to the list and had a confirmation PM waiting for me when I got home from work the next day.
Also, perhaps some of your questions could be answered here in the forum.
I have to chime in and say I have had the same experience. I sent two emails in the last couple of weeks without a response.
I'm currently out of the country so it's difficult to call by telephone.
I have to chime in and say in the 3+ years I've been associated with Axiom, I have always been impressed by their 2nd to none customer service. I guess if you look at the number of posts I have to the few that are complaining, hmmm, maybe we have a few trolls trying to stir up a little dirt.
I think the norm is obvious, nuff said.
Randy,
I have corresponded with jasonpt, the threads author, via PM. He asked me some questions base on my equipment.
I told him some of his questions would be better or at least more diversely answered by more experienced members and he should post them in the forum. But ultimately it’s his choice.
Dean
I agree Dean, everyone has their own method of communication. Lord knows, I am by far any expert and don't claim to be. It is just frustrating that someone with little experience with Axiom and so few posts comes on and makes statements in this manner.
I don't want other newbies to read such posts and get the wrong ideas. I think the norm is totally opposite from these statements. Nobody is perfect, but to come on an internet forum and make statements like this?
Come on JasonPT, take a chill pill. By the way, where is that guy, hmmmm, he has seemed to vanish.
"I guess if you look at the number of posts I have to the few that are complaining, hmmm, maybe we have a few trolls trying to stir up a little dirt."
I also have had an email to Axiom go unanswered. In my case though other Axiom employees have since made up for that and more with attentiveness. So as a whole I've been pleased with the customer service.
I think the call about trolls is getting a bit defensive. I think many here lurk and don't post much and perhaps when the OP commented on the emails others thought they would chime in with their experiences. No need to start throwing post counts at them.
I think most are able to use common sense and measure the occassional service slip up with the overwhelming good service feedback. That's what I did despite one email going unanswered (resolved already though). I'm still in my 30 trial and I've been pleased with the attention given to a couple issues I've had.
Hi Dan,
I'm very sorry we missed your e-mail. We found the problem at our end. If anyone else has not had a response to a recent email to Axiom, please PM me or send an e-mail to
andrea@axiomaudio.com.
Quote:
"I guess if you look at the number of posts I have to the few that are complaining, hmmm, maybe we have a few trolls trying to stir up a little dirt."
I also have had an email to Axiom go unanswered. In my case though other Axiom employees have since made up for that and more with attentiveness. So as a whole I've been pleased with the customer service.
I think the call about trolls is getting a bit defensive. I think many here lurk and don't post much and perhaps when the OP commented on the emails others thought they would chime in with their experiences. No need to start throwing post counts at them.
I think most are able to use common sense and measure the occassional service slip up with the overwhelming good service feedback. That's what I did despite one email going unanswered (resolved already though). I'm still in my 30 trial and I've been pleased with the attention given to a couple issues I've had.
Yeah, ZZen, troll calling is a bit harsh, but when you see two new users who have 2 and then 1 post only each and they are both complaints about the same thing, it can raise suspicions. This forum has been well known for open, and honest dicsussions that are meant to help everyone, so it has been "targetted" in the past by some real trolls of the internet. Soon enough, they leave though.
In this case, it would just be more believable if the ones complaining were either consistant posters, or if they didn't up and vanish after making their complaint. It would be good to hear the follow-up as to how Axiom solved their issue so that we can all learn from it. It would also be good if the accused would post their question here as well. You'd be surprised how many people can answer your questions correctly who don't work for Axiom. If they can't, they will tell you, and so on.
I've sent maybe 4 - 6 emails to Axiom over the period of a couple months and I've always received a response within a matter of hours.
Great job!
You guys have to understand they are not a huge company.
On more than one occasion I had an email oustanding for 2-3 days. But Axiom always got back to me. I don't think its a big deal, they do what they can with the people they have. They value quality control over quantity of call centre employees.
I imagine each person at the other end of the phone has had to undergo some testing prior to being hired, having to know the entire Axiom line, all the tech specs and such.
So I think its normal for some companies not to return emails right away, even for a week, but if it gets longer then it should be understood that somewhere along the way, the email got blocked or misplaced. So phoning is the best way to go in that situation.
Just the fact that Andrea has responded on these boards to the problems shows a dedication to customer service not seen in many companies, Thanks Andrea.
Greetings,
I'll add my two cents here by giving Axiom an A+ in customer service. Ordering on-line was fast and efficient, and reply communication with them was immediate from Noreen who sent out a replacement mid-range to replace one in one of my M60s that was damaged in transit. Of the three or four times I sent an e-mail to Axiom, I had a reply within 90 minutes or less.
Axiom has provided me an excellent product bundled with excellent customer service and because of that I'll never consider purchasing from a big-box retailer again. And I've told that to several friends since buying from them. I'll also add that SVS is also excellent in customer service; they're another top-notch, high-class small company. My money stays with both of them.
This is in no way to promote or defend Axiom, just another angle...
I don't like to get into my job details in web boards but I work for a large ISP (that's no secret) but anyways Internet Security is one thing I am heavily involved in.
I just want to mention that if you are consistently not getting replies from a emails, you should always follow up with a phone call. Many ISPs try very hard to protect their network and to protect their customers from SPAM. Therefore , many have automated systems that automatically block whole domains from sending email if the number of 'suspicious' mail they are pumping out hits certain red lines.
This isn't to say that person or company is necessarily a bad person. Most often, they have a virus or trojan spamming from somewhere in their network and they are not even aware.
It's often just a quick blurb of traffic as the user discovers it and fixes the problem on their own but if it's long term, it can be a while before they figure it out or the ISP contacts them, advising them to clean up their system.
There are a million reasons why emails don't somewhere on time or at all, but this is quickly becoming a big one.
In short, it's still the Internet and although we have become totally reliant on it, it's still a very unpredictable place.
Be safe out there! heh heh!
What's that from anyways? Barny Miller? no to old.
Quote:
Be safe out there! heh heh!
What's that from anyways? Barny Miller? no to old.
Thinking of Hill Street Blues' "Let's be careful out there?"
Yup. That's it!!! Never watched it much. Just one of those things that stuck in my head.
From
This Website
I loved Hill Sttreet Blus! As a matter of fact, I think I'll put it in the TiVo!
I was one of the people who posted about lack of email response. I can assure you I am not a troll. I am a serious potential customer.
I was puzzled by the lack of response and when I saw someone else had the same problem, I posted so that Axiom management would realize there was a problem. I was trying to be constructive.
Andrea has now posted that they found the problem on their end, so I guess it was worthwhile.
Dan
sirquack must have purchased that "jump to conclusions mat" I heard about somewhere...
I've learned from the best.
Another great flick Peter. In the other thread about the PureAV line conditioners and UPS, it was mentioned that these items are good bling for the theater. I like to think of it as flair for the home theater
Quote:
I was one of the people who posted about lack of email response. I can assure you I am not a troll. I am a serious potential customer.
I was puzzled by the lack of response and when I saw someone else had the same problem, I posted so that Axiom management would realize there was a problem. I was trying to be constructive.
Andrea has now posted that they found the problem on their end, so I guess it was worthwhile.
Dan
Like I said in my message, I wasn't calling anyone a troll, just that it is easy to jump to that conclusion under the circumstances. And as someone else mentioned, they do have a phone number to call. Toll free even! Those goofy Canadian's and their toll free number.
Seriously though, society has gotten so "unpersonal" that we all (I am VERY guilty of this too) rely so much on email, when a quick phone call (yup, means that we have to actually talk to someone) would work better and be faster.
Again, I do that all of the time, so I am just as much picking on me as anyone.
Welcome to the boards by the way!
Wow...this thread exploded in the last few days.
Rest assured all...I am not a troll, but someone who will most likely buy from Axiom. Sorry I have seem to have disappeared. I've been in my eventual basement (Home Theater) for the past two days priming and painting...so I can buy those Axioms I mentioned above!
Just to clear up any possible problem my post stirred up...I sent three emails to 'sales@axiomaudio.com" over 5 days, with no response. I emailed to this address directly from my email client, instead of clicking on it (which opens a database form). Doing so revealed a problem on Axiom's side, which apparently other people were having. Axiom customer support saw the post, contacted me, and I sent them several other test emails until they found and fixed the issue. I don't believe my initial post was derogatory at all: I even gave them the benefit of the doubt. I'm glad I went this route instead of calling. By posting, now myself and many other people who experienced this know the truth...and won't continue to feel ill towards Axiom.
So, I hope we're all still friends here, and no one will send me a nasty package to my front doorstep. You know, the one with the Bose lettering all over it.
Hey Dean...thank you for clearing up that I'm a real potential Axiom owner, and not a total troll.
I may not post my questions in the future, but Brent did response via email (answering all my questions) after they fixed the glitch.
Please DO post your questions.
I think from this post on, we will officially shut down the "Troll thread" and then we can all just move along.
If I have offended someone, I didn't mean to, but was just trying to explain my thoughts about why someone else may have said what they did.
No hard feelings?
I'm surprised this thread is still alive (I'm not helping though
). I've never had an issue, their customer service and response time have always been first class. I'll keep buying from them as long as the quality of the product and service continue to be top notch.
Thank you Axiom!