Customer Service

Posted by: CV

Customer Service - 03/14/15 01:04 AM

WHAT SHOULD I DO ABOUT AXIOM CUSTOMER SERVICE?

As I think I mentioned in my basement remodel thread, my ADA-1500-4 gave up the ghost, a subwoofer amp also went out, and my dad and I did some troubleshooting on another subwoofer that was exhibiting a loud banging during more bass-heavy scenes/passages. The banging in the sub turned out to be the piece of wood behind the amp, which appeared to have never been glued or otherwise secured inside the cabinet. We took the bad amp out of the one sub and put it into the sub with the weird cabinet issue, and I corresponded with Axiom about returning both the amp and the subwoofer for service.

Out of curiosity, I asked how much it would be to upgrade my v3 sub to a v4, and while the trade-up value was generous, I had to pass because of other work going on in the basement. I simply ordered packaging for the sub (I had boxes saved for most of my other Axiom purchases, but I was a fool and didn't hang on to even one subwoofer box) as well as the return shipping labels. Some time passed, and I didn't hear anything, but I wasn't concerned because I had three other working subs, was using my ADA-1000-4 to power my mains in the meantime, and I had other stuff to focus on, but I was getting to the point of contacting them again when I got a shipment notification. Oh, yay, my empty box and packing materials shipped, I thought.

Fast forward to today, and I get home from work to see the subwoofer box on the porch, which I assume is empty. Tilt. NO, that's not empty. I open my door to see my parents had placed an amplifier box inside. New amp, new subwoofer. The sub says v4. Maybe it's one of the ones with blemishes, as there's some gunk on the bottom, but I'M OKAY WITH THAT. I can't believe they sent me new units when I was only expecting return shipping stuff and service. I'd better not get too ahead of myself, as I need to still hook them up and make sure it's all good, but I wanted to say I'm amazed at how well they've taken care of me, and this is why I don't foresee buying other speaker brands any time soon.

Thank you, Axiom. I was having a bad day, and even with the headache I currently have, I'm feeling pretty good.
Posted by: AAAA

Re: Customer Service - 03/14/15 04:42 AM

Make 'em Buttertarts! laugh
Posted by: CV

Re: Customer Service - 03/14/15 04:44 AM

Originally Posted By: Serenity_Now
Make 'em Buttertarts! laugh


I didn't know what those were called, or that they were a Canadian thing. Learn something new every day.
Posted by: nickbuol

Re: Customer Service - 03/14/15 12:42 PM

I had too Google it:

Buttertart Wiki

Posted by: brwsaw

Re: Customer Service - 03/14/15 08:18 PM

Great news
Posted by: CV

Re: Customer Service - 03/14/15 08:40 PM

I hooked them up, and all seems to be well. Good thing I needed to check my subs again, as I had accidentally unplugged the one behind the TV when I was installing the shade. I should watch a movie tonight.
Posted by: MarkSJohnson

Re: Customer Service - 03/14/15 10:19 PM

[sarcasm with some envy mixed in]Jeeeez, you almost had to watch a movie with only three of the monster subs working? Crisis averted! [/sarcasm with some envy mixed in]

You know we love you Charles!
Posted by: Gr8_White_North

Re: Customer Service - 03/14/15 11:51 PM

I love dealing with ID companies, you get that extra special service and attention. I do the same with my rebuilders I use at the shop, I can call and talk to the owner and get results. You are lucky someone didn't pick up the sub and run off with it.
Posted by: michael_d

Re: Customer Service - 03/15/15 01:08 PM

Axiom customer service is why I just don't look elsewhere for speakers. Well, that and I can customize them, and they sound good of course. But the customer service is a great comfort in a world where personal interaction and taking care of customers is a novelty and not the norm.
Posted by: brwsaw

Re: Customer Service - 03/16/15 02:24 PM

I just got out of a business relationship where great service was heavily pushed in advertising and on their web page but come time to speak with the warranty rep their answer is/was "No have them call me..." when asked to provide service.
I have felt a lot better since deciding against a future with them.
Posted by: Metal_Manic

Re: Customer Service - 03/16/15 05:44 PM

I agree. C.S. is a major highlight of this company. Icing on the cake if you will. I ordered up my home theatre system at the end of last summer. A week later a great promotion for a return 20% of your total purchase in Axiom gift cards was made available. Axiom didn't owe this to me but I asked and they granted it without hesitation. $800 in gift cards. AMAZING! I'm a lifer and am always recommending Axiom.

I am now also the happy owner of rear surround QS8s (essentially free), of which I would have other had to wait quite some time before I could justify making that purchase.

THANKS AXIOM!
Posted by: MatManhasgone

Re: Customer Service - 03/24/15 02:01 PM

Axiom does offer quite good customer service. Sometimes a bit slow and they can be hard to get ahold of at times, but when you do, they come through.

I do like that I am dealing with a small company that gets it. In that, I mean that they understand that we as customers are putting our faith and hard earned cash into believing their products will fill our wants and needs. And they are willing to take those small steps (and sometimes big) into fostering good will that in the long run pays off.

Lets face it. Speakers are not a high turnover item like womens fashion, You don't go out and buy new speakers every season. From reading here, there are lots of people who have 7-8+ years old speakers who still find them fantastic and only just curious if an upgrade from their V1 or V2 speaker is worth it. So from that side, good will to the customer is more likely to get your that coveted referral business.

Thanks Axiom for looking after us and making great product.