Customer Service at Its Finest

Posted by blainegarrett

January 15, 2008

Update : the last dinosaur comic sums things up. Not very funny, but applicable.

I just wanted to take moment to express how awesome Axis Percussion’s tech support is. I have had an Axis X series double bass drum pedal for nearly 10 years now and only in the last year, I have had some problems. About a year ago, some of the hex nuts embedded in the aluminum were stripped. Recently, the tension spring for the slave pedal snapped. Both times I called up Axis via the 1800 number on their site and get a person right away, NOT A ROBOT. The second time, the lady on the phone new exactly what I was talking about and it was an in and out operation in 4 minutes. The first time I called, she put me onto a guy to help figure out what parts I needed. The guys started saying stuff “Yeah, there was a batch of those screws I made up that probably were not good for long term use, but since then, I have been making them tougher”. I’m pretty sure that was the guy who invented the pedals and started the company. Wierd. I swear they only have a few employees, yet their pedals are world renowned.

Now, as a guy growing up in the sticks, I value friendly customer service. I don’t mind someone busting out some anecdotes now and then expending some of my valuable time in exchange for awesome customer service that leaves you smiling. So hell yeah.

Reflection