Axiom Home Page Forums General Discussion The Water Cooler AXIOM Responsiveness

I concur; I have been trying for days to contact Axiom about speakers I want to order. I cannot reach anyone nor do I get any response from e mail or phone calls. I have to say that this is not the normal Axiom I have known for years. They have always been top of the line.

A lot still going on in their area. I’ve spoken with them on several occasions but it normally takes a little time between replies. Have patience and keep trying.

I did try calling 2 more times but haven't gotten anybody to pickup.

I did receive a response to my email/ticket 2 days ago apologizing for the delay and saying they would send me a quote the next day. Unfortunately, that came and went and I didn't hear anything back.

Unfortunately Covid is dictating their availability. They've always been very quick responding and always helpful. Restrictions has everyone trying to play catch up.

Already a lot of data points, but FWIW I had the same problem. I purchased two sets of speakers to compare, with the understanding that I'd be returning one of them. When it was time to return I couldn't get a hold of them for over a week. Since it was fairly expensive, like the OP I started to think, "Not getting that money back. Now what the heck am I going to do with two sets of towers?" As above there was the usual happy ending - speakers are awesome and I got the return processed.

I'm not sure it's COVID, whether they cut back staff due to supply chain issues, or whether they've ramped up their alternate badging business and only give the 'Axiom' line one day a week. Or maybe all of the above.

All conjecture from me too, but it felt like this aspect of their business slowed down a lot after a few retirements happened several years back, and maybe they just don't have the people required. It may be a small pool of potential employees where they're located, so they're trying to get by with what they have. It's not the best look, but I've never feared not being taken care of. It sucks being patient when they're fun toys we want to play with as soon as possible, so I get the frustration.

I haven't contacted them frequently enough to know, however, in setting up my order last year with Ian and again this year with Ian and Andrew (no, not that Andrew, the 'new and young' Andrew), things went fairly smooth and received responses within a day or two at most. I did try calling back one day to sort out a detail and couldn't get a response, but could leave a message. I didn't bother and just called back again i think the next day. Took two calls to get Andrew but he did provide an email saying we could setup a time for him to call (i.e. appointment) at my convenience.
Overall i would say that response was pretty good.
Given that on my first call i was on the phone with Andrew for about 30+ minutes, i can understand why anyone else calling may have been sent to voice mail. I'm not sure how many folks they have there answering the phones these days.

Patience is a virtue as the saying goes and today's society with instant everything (instant online ordering with a few clicks, instant payment with a few more, instant soup mixes, instant Google search answers), people don't know how to wait anymore. They want it all and they want it now.
Heaven forbid the internet slows to a craw akin to the dial-up modem days and it takes two hours just to load a single page and check one NHL score.

I recently purchased a pair of M3s, sent them back and purchased a pair of M5s. I'm not going to go into a lot of detail at this point but the service I have received has not been good at all. Delays in shipping (due to not having the wood in stock) and a very long delay in getting my refund back on the M3s (still don't have it after a few weeks).

I've heard the reasons why and I don't doubt that they are valid to some degree but the delay in shipping and so far the delay on the refund are unacceptable as far as I am concerned. Which at this point doesn't really seem to matter. Yes I am very frustrated with the customer service. I've ordered Axioms in the past and never experienced anything like this so I know, as does everyone else, that things are different today. I've just been very disappointed in how everything, including responses, has been handled.

Im pretty sure returns have to be reviewed and tested before a credit is given back. That would take a staff member to receive, update rma, unpack, review and test. Likely two or more staff involved.

Few weeks or longer seems fine. Its the time of covid…. A custom order speaker through a retailer exchange would take much longer these days.

Tough time to be in their business, for a multitude of reasons. The return on a pair of M3s is likely on a list of hundreds of things to do for someone on their end.

Refund has been issued and banked. The process was the issue. The speakers were never an issue. The fit, finish and sound of the M5s is overall fantastic.