The degradation of Axis Communication

Axis Communication used to be among the best companies—best products among peers, best service, and nicest people. You could get an instant response from real, competent people when you had a technical issue.
Unfortunately, those good old days are gone.
I had a very simple issue with their Virtual Loan Tool on 2025-10-03. In the old good days, I could contact their technical support and resolve it in a few hours. This time, the chat rep was friendly but couldn't solve the problem, so she created a support ticket. It took 5 days for me to get the first response to the support ticket. It was 2025-10-07. The response was asking me to request the support in a different way, so I did. It literally took them a week to get back to me with my recreated request. It was 2025-10-14. The response was not to address their problem, but to ask me to try a way to get around their problem. I followed the suggestion, and it did not work. I knew for sure their suggestion would not work because it did not make much sense. 

The issue was finally resolved by their fixing a firewall on their server side on 2025-10-16. It took about half a month to address a very simple problem on their side.