Axiom Home Page Forums General Discussion The Water Cooler Very frustrated with Axiom service

iI have to complain somewhere because I'm not getting any help from emails or phone calls. I know all I'll hear here is how wonderful everything is or how sometimes mistakes just occur but I am still frustrated. I ordered a pair of M80s on 8-19 and used the "wait 25 days" for a little extra discount. Today is 10-15 and I still haven't heard a word from AA about my order. I sent a message through their website. No answer, I called this morning and left a message. No answer. There was never any hesitation to take my $$ up front.

Zero communication and no explanation about why my order is taking so long and no response to my message or my phone call.

I have purchased many speakers over the years from Axiom so I am not new to their product or previous service which has been great. Not this time though. Very frustrated!!

Lame!!! That really sucks to have to wait so long especially after paying up front. Make sure they are aware of your displeasure, I get that they are busy with everything but at some point they gotta get back to regular service. It’s one thing to wait but another to not get an answer or an update. Tell them you want a free HP woofer upgrade for your troubles!

"Ian Colquhoun" <ian@axiomaudio.com> might get you some attention.

thanks for the input. I sent Ian an email this morning. We'll see what response I get.

Thanks for sending me Ian's email. I emailed him and he sent my email to someone else who did contact me today. Unfortunately, I still cancelled my order. It was too bad because this would have been my 3rd pair of M80's. I was just at a point where having the speakers was not worth what I have gone through with this order. All of my orders in the past have all been successful so not sure what happened on this one.

Glad that worked and that Ian was responsive.

Buy a pair off of the b stock offerings? ( assuming you like the color and finish available and are ok with whatever minor “ defect “ they may have. ). I’m sure you’ve already thought of this. Just mentioning as I’ve had good success purchasing from bstock and refurb too.

At least you were able to connect with axiom. I hope they improve their comms and responsiveness soon. It will be eventually hurt their retail frontside reputation.

What will you get if not getting m80s?

I did look at the B stock but wanted a specific color to go with our credenza. I have no idea at this time what I'll get. I'm waiting on the refund first.
In all fairness, Ian did offer me something for all the trouble I've had but again, I am at the point where I will keep my M5's and just move on.

If you already have the M5's where the M80's would go, perhaps a couple of EP175 or EP350 subwoofers as their speaker stands? That's a configuration I've considered many times.

I remember a tower speaker comparison review from Gordon Brockhouse a couple of decades ago in Here's How magazine. (Paradigm Reference Studio v.3 vs Energy Reference Conneisseur RC-50 vs Infinity Beta 50 vs PSB Image T65) All designed to NRC principles, and none with any significant audible flaws.

The surprise conclusion was that all would have lost to the sub-sat Angstrom Modular Two bookshelf with TENi subwoofer reviewed near the end, if you could blend it properly. It wasn't even the bass extension, but the treble and midrange clarity.

If the Modular Two sounds anything like my other Angstrom speakers, then the current Axiom v.4 series would have also beat all of those tower speakers from that era.

Good to hear. I first met Ian in the late 1980's and he has been a stand up business man since the start.

I do believe he has taken on a lot with the recent acquisitions. When I visited summer of 2023, he mentioned that there has been a lot of work to integrate the new companies. I noticed a lot of work with the office and factory along those lines. Ian mentioned they may not be finished with their acquisition strategy,

Hopefully they will get back to their service roots.

I like that idea … M5’s with dual subs …

I have only had experience with axiom’s ep500 & 600. Both are excellent but pricey if not gotten on sale with additional discounts… especially if buying two … but that said ep500’s would make great stands and would put the M5’s at the perfect height. Others will have to speak for the other (non-DSP) subs.

I imagine that combo would blow a way most any conventional tower sans sub. Just a IMHO thought

P.S. … I’m sad to hear that service is still an issue … what ever system they have in place should/needs to elevate orders/issues with-in a reasonable time. Even if it just triggers an email or call to explain the situation. That goes a long way in customer satisfaction.

This is a fantastic opportunity to e-mail Ian back and tell him after careful deliberation, you'd like to take him up on his generous offer and upgrade to M50v4.

If it's any consolation, I've been fruitlessly trying to get headphone warranty service from JBL. They have a phone number and an e-mail address of what appears to be an outsourced 3rd party contracted to do their warranty work.

Even if it's just a pair of C$70 earbuds, it's just the principle of standing behind your product or service. It will factor in whether there are any future purchases involving Harman International and Samsung if they don't pull through.

For me, my occasional experiences with out-of-warranty Apple products at the Apple Store have been delightful, turning my household into a bunch of Apple sheep.

I am still a supporter of Axiom and I do believe that Ian cares about his customers. My refund has been sitting in Paypal since 10-25 and still hasn't been released. Paypal says it's on Axiom's end. This is just another piece of the frustration I am experiencing with this order. Time lapses, no communication on phone calls or emails. I sent another email today with no response as of tonight. Regardless of everything else, I am very disappointed with the entire service response of this order.

I’m sure all will be made right. Keep trying … I know that’s not a great statement but I do trust these guys to do the right thing …

My experience with Axiom suggests it batch processes refunds at the end of every month. Then, depending on the method of payment used, the refund may take up to ten days to appear on your account.

They should keep in touch with you though.

That aside, based on your posts, I continue to believe you will enjoy the M50v4 more than any other Axiom you've owned.

Never owned M50s but from what Mojo has posted suspect in the right room they are the best choice…. Have my doubts that they would best the ALFRs … although I’m sure in the HT they would be a fine replacement for movie use …

"Have my doubts that they would best the ALFRs"

Here's an interesting question: how does the duration of a double blind listening test affect the results?

Does listening duration even count? Which speakers are "less distracting" and what exactly leads to this distraction?

I can listen to the M50s all day. I can't say the same for ALFRs. The extremely high fidelity of ALFRs distracts me.

Hmmmm … think I can understand that … you just need to filter the signal a bit going to the LFRs … like some bands do when playing recorded music between sets … (so you know that live is so much better )