Let’s see what this customer service thing is all about
While I was away in Boston, Captain Evil (my youngest son) decided it would be cool to run behind the sub and turn the volume all the way up. Now, generally speaking, that shouldn’t be an issue but apparently it was. So I get back and notice the lack of bass and figure out the problem. Blew both the fuses on the sub. I run down to radio shack and get two new fuses and install them. No problem. Green light is back on, everything seems to be working properly… until I go to calibrate. Now it’s clear that the sub is dead. This is an Axiom EP500 and is probably way out of warranty so I give them a call. I have to tell them my name but I don’t say I’m with Audioholics. They ask me to run a few tests and sure enough, dead as a doornail. The CSR on the phone says he’ll refer me to their service department (they are a small company so it’s probably 2 guys) who will email me soon. That was about 4 hours ago. No email yet. I’ll keep you informed.
Speaking of which, anyone on the market for a 17 month old boy. Can walk, starting to talk, exceptionally cute, but has a bad habit of killing subwoofers. Will accept a JL Audio F113 in trade OBO.
Would you take an SVS PB12Plus/2 instead? My wife’s been wanting some more children, but the theater seemed to be good enough for me. We already have 2 kids, and it’s hard to imagine more, but I guess you do what you have to… *grin*
Here’s the response from Axiom – less than a day later. Pretty good turnaround time if you ask me:
Good afternoon Thomas,
Despites the fact that the warranty on your Axiom EP500 has expired; the amplifier is covered by a two year warranty, Axiom will send you a new amplifier free of charge including delivery. In exchange, we would like you to send back the faulty amplifier at your expense to Axiom’s US depot. Please, verify the data below and if corrections are needed, immediately contact Axiom (1.866.244.8796). Your replacement amp will be shipped in a special wooden box; please, use the same box to return your amp. Replacing the amp is an easy straight forward operation which you can perform without any risks. If you need assistance, do not hesitate to dial Axiom’s toll free number 1.866.244.8796 for assistance. Axiom will ship you the replacing amp shortly and will email you a tracking number to allow you to see the progression of its delivery online. The return address is:
I see no problem with their return policy and asking me to pay return shipping doesn’t seem out of line (even though the amp was protected the entire time). Compared to the cost of replacing the sub, this seems to be a pretty good deal. My orginal order was shipped to me 2-13-2005.
I’ll take the kid and you can have my sub – whatever it is – you picked it out.
It seems that the amp was shipped on the same day that I received the above response. I’ll let you know when it arrives.
So, a week later and the amp has arrived. The amp itself was mounted in a wooden box. The box was packed in a cardboard box with foam caps at each corner. I can’t think of a non-abuse situation where that amp could have been damaged. It took me a while to unpack it and get it mounted in the sub but once I did, worked like a charm. I’ll be interested to hear what they say is wrong with the amp.
I know that Axiom found out about this post but only after the amp had shipped. I can report that their customer service treated me more than fairly, the amp was not (from what I could tell) a referb or an older unit), and I couldn’t be more pleased. Too often you read “XXXX’s customer service SUX!” or “Their CS is the BOMB!.” I was afraid of all the hype. For me and my WAY out of warranty amp, it was top notch. Kudos to Axiom!