Sasha, under the topic "Unbelievable," reported on an excellent experience he had with Bryston service. I've had similar experiences, but over the past three days, I've had a chance to assess and compare Bryston's service with that of Axiom's.
This got me thinking more about what makes for great audio companies. So I decided to start a new topic that puts these thoughts down in detail and, in doing so, invite others to give their thoughts on what they think are the attributes of great audio companies, and to give us some examples they have experienced. These might be instructive to members and to Bryston, which sponsors this circle.
Under the topic I started with a review of Axiom's M80 speakers, I reported on May 24th that I thought a tweeter on my M80s had gone bad, but subsequently I discovered with the help of Axiom that the problem was a dangling wire leading from the top tweeter that appeared to have been crimped too tightly when connected to a connector on the bottom tweeter. Axiom quickly arranged to have an audio technician in my area call me. Yesterday afternoon he came to my home and fixed the connections with dispatch and professionalism.
This morning I received a follow-up message from a very senior Axiom person asking me about the visit.
The service itself was more than I expected and all I could have asked for. I recognize that this particular problem, as Axiom has explained, was unique for the company because it had never encountered such a broken lead. The alternatives for it were limited to sending me a new speaker or sending me a technician. Being an online company, Axiom offers installation services for its home theatre systems, which means it has contact with technicians in major centres. Therefore, the choice, in this very unusual circumstance, was a no-brainer for the company, and, for me, it was a solution that was far more convenient and rapid than any other.
I wouldn't expect Axiom to repeat this kind of service except in extraordinary circumstances, but the fact that it did in this case is a testament to its commitment to service, not to speak of its honesty, wisdom, and fairness. No defensiveness, no arguing, no quibbling. Just doing the right thing.
And the fact that the same very senior person at Axiom who solved my problem also had the courtesy and interest to follow up to see how things went only reinforces the impression I got that Axiom goes the extra mile. The fact that he did this on a Sunday reminds me of the fact that James Tanner's door also seems to be constantly open to us.
Until this incident, my experience to date made Axiom, in terms of service, for me, a company that was very Bryston-like. Its solution to this problem puts it in the very same league with Bryston, which is the highest praise I can give. I've always received impeccable service from Bryston. And I wouldn't put it past it to respond similarly in similarly special cases if it were at all possible for it to do so.
But this incident did more than prove Axiom, in my eyes, is an outstanding company when it comes to service. Great companies, for me, in addition to providing great service, are those that make terrific products because they keep striving to make them better. Bryston is a great company.
One way great companies make their products better is through research and development. Another way, which is accessible to companies that provide great service, is that they listen to customers and learn from their mistakes.
Several years ago, I was experiencing a problem with a Bryston product and called a very senior person there about it. Naturally, I was told to send the device back for testing, which was quickly done. It was discovered there was a design flaw in the product, which Bryston quickly corrected. No defensiveness, no arguing, no quibbling. But even more important was the fact that Bryston listened, it learned, it quickly made a change, and in so doing improved its product. Just doing the right thing.
The very senior person at Axiom who wrote to me today explained that on the basis of my single problem, he spoke with staff that make the wires. The decision has been made to eliminate the dual wires in one end connection and run every wire back to the printed circuit board. No big studies. No conversations with accountants or lawyers. Just a rapid decision to make an excellent product even better. Just doing the right thing.
Axiom is a great company.
So both Axiom and Bryston, in my view, are truly great audio companies. And it is a delight to see them working together on the Model T. Brothers in arms? Or a match made in heaven?
Dave
