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 Post subject: What's happening at Ax?
PostPosted: Tue Feb 22, 2011 2:14 pm 
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Joined: Wed Feb 13, 2008 11:25 am
Posts: 709
Location: Adelaide, South Australia
I have been trying to get a replacement part for an Ax component for a couple of weeks - they don't answer the main contact telephone number, email responses indicate that they will get back to you ASAP (and they dont seem to) and when I used a direct telephone number that I had on file from previous dealings I was told that there were organisational changes afoot and Nils doesn't work there any longer ( :shock: ) - I am really hoping the last bit was a communication error on my part as from a WW's perspective his enthusiasm for our corner of this sport we love and the products he represented would certainly be a hard act to follow.
I know that they get side tracked with F1 at certain times of the year but you can't help feeling that cycling customers are a really low priority at present - anyone else having similar challenges or have any suggestions on getting through and who to deal with?

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PostPosted: Tue Feb 22, 2011 3:04 pm 
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Joined: Sat Jan 06, 2007 9:47 pm
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Location: Pittsburgh
I hope you are wrong about Nils. He was super helpful with everthing. Everytime I get a response from them, it's been from a Melanie

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Posted: Tue Feb 22, 2011 3:04 pm 


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PostPosted: Wed Feb 23, 2011 6:04 am 
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Joined: Tue Dec 16, 2008 9:16 pm
Posts: 147
Location: Las Vegas, NV
I've been trying to place an order for an ax alpha module through a dealer in europe that I have always done business with. It has been almost 4-5 weeks now and at first we were getting prompt replies from them. The past three weeks we have been waiting for further updates/responses from them regarding some questions I wanted cleared up before the order was placed. But nothing. It almost seems like they disappeared from the face of the earth. I am now actually wondering if I should even proceed with the order as communication now and possibly in the future will be difficult or non-existent. Little scary to put that much money into it and not be able to communicate with them directly and on a timely basis.


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PostPosted: Wed Feb 23, 2011 8:15 am 
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Joined: Sun Dec 16, 2007 9:33 pm
Posts: 701
Location: Luxembourg / Sweden
I just spoke to Melanie at Ax who is a nice person and answered the phone at 8am,
Nils is not working there (since Feb 1st) so she would be your contact.
info@ax-lightness.de
+49-9270-91513-0

Hope this helps.

/a

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 Post subject: What's happening at Ax?
PostPosted: Wed Feb 23, 2011 12:23 pm 
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Joined: Sat Jan 06, 2007 9:47 pm
Posts: 3551
Location: Pittsburgh
Where did Nils go?

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CRUMPTON 4.40kg, 9.70lbs


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PostPosted: Wed Feb 23, 2011 12:55 pm 
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Location: Luxembourg / Sweden
I have no news from Nils at this time, don't know. Maybe Andy1 (Ypsilon) or Frankie knows.
I see Nils as a friend and I have had only positive experiences in dealing with him and also see him as a great participant at WW's.

When I spoke to her this morning, Melanie Hacker seemed very much committed to trying to take care of the cycling customers.

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Last edited by andy2 on Wed Feb 23, 2011 2:17 pm, edited 1 time in total.

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PostPosted: Wed Feb 23, 2011 1:56 pm 
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Joined: Wed Feb 13, 2008 11:25 am
Posts: 709
Location: Adelaide, South Australia
Thanks Andy - as Murphy's Law would have it I have received an nice and helpful email from Melanie tonight dealing with my enquiry regarding my replacement part.
Good news for me but dissappointing about Nils - hopefully just decided to go on a long sabatical riding holiday or something equally positive

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PostPosted: Thu Feb 24, 2011 12:48 pm 
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Location: Drenthe, Holland
I spoke with Nils yesterday and AX and Him are no longer together. Melanie will take care of the business. And Nils will try to finish his study.

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PostPosted: Thu Feb 24, 2011 1:40 pm 
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Joined: Wed Oct 24, 2007 12:48 pm
Posts: 29
Not sure if Nils will read this but I wish him all the best with his study and want to thank him for all his support at Ax and WW. Perhaps he will have more time again for his own bike and the WW forum?


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PostPosted: Thu Feb 24, 2011 7:43 pm 
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Location: Santa Barbara, CA
thank you Nils for everything and i know you made the right decision--take care

Kevin

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PostPosted: Tue Mar 08, 2011 10:10 pm 
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Joined: Tue Oct 09, 2007 10:55 am
Posts: 37
i didn't want to believe that Nils is not longer with AX
but he's gone!
AX really lost his heart there!
So hard to get technical infos and cleaver answers from ax now even if Melanie is really helpful, Nils we really miss you!
PLEASE GIVE US SOME NEWS
SILENCE IS SOOOO HARD!!!! :(

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PostPosted: Wed Mar 09, 2011 11:29 am 
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Joined: Fri Oct 17, 2008 9:37 am
Posts: 345
I not sure Melanie is up to the job Nils left behind. It's been coming to a week I enquire about how I can order for the premium SRT42 wheelset, there have been no reply after send them 2 emails. Are the AX Team on long vacation, anyone who can enlighten me just to cure my anxiety. It's 1st time I'm trying to deal with AX, anyone who can enlighten me if there is any other premium Online AX dealer I can make my purchase -> most importantly with good support.

Appreciate any feedbacks thru PMs :lol:


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PostPosted: Thu Mar 10, 2011 1:53 pm 
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Joined: Tue Oct 09, 2007 10:55 am
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Melanie is sometimes a bit slow but will answer
shame for AX, customer service and assistance is really important!

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my bike: http://julmtb.com/index.php?menu=velos& ... d_velo=332


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PostPosted: Thu Mar 10, 2011 2:02 pm 
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Joined: Mon Dec 14, 2009 6:26 pm
Posts: 827
I think sometimes people judge AX customer service too harshly or more accurately wrongly. AX is a manufaturer of specialist equipement that is quite frankly near unique in the cycle industry. Buying a 65gm stem or sub 600gm frame is different from buying a pair of Assos bib shorts. Their principle endeavor is in formular 1 car racing. The characters you are dealing with from AX are coming from a very different place and will have a different mentality.

Thank you for existing AX I think you are great!!


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Posted: Thu Mar 10, 2011 2:02 pm 


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PostPosted: Thu Mar 10, 2011 4:54 pm 
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Joined: Sat Jan 06, 2007 9:47 pm
Posts: 3551
Location: Pittsburgh
Is their formula 1 business called AX Lightness? I couldn't find anything about what they produce.

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CRUMPTON 4.40kg, 9.70lbs


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