Another LEGENDARY Customer Experience

We get so many written accolades, sometimes it’s tough to keep up. This one is pretty good, and it was addressed to our president.

From: Shane  <shane@XXXXXX.com>
Date: February 26, 2013, 9:14:09 AM EST
To: Gene Gray <Gene.gray@iidm.com>
Subject: Thank You

Gentlemen,

May I first say, the reason for the delay in this letter is I am the eternal pessimist, and I had to see the machine run without failures for a while before writing a letter of kudos. Us, in conjunction with Innovative IDM, just completed a servo upgrade from a competitors servo, and all I can say is WOW. After two consecutive failures on the competitors servo motors, we decided it was time to investigate another supplier, and due to Elliot’s persistent sales presence (nagging), we elected to try Yaskawa.

When the motor arrived, half the size of the competition, we all chuckled and wondered if someone had lost their mind. The installation was a little bumpy but not as bad as expected. Brian Miller showed up with Adam and the fun began. We suffered mechanical failure during commissioning, that was pretty impressive to say the least. (Brian, I hope the counseling for the PTSD is going well). At this point, Brian and Adam were completely honest in their assessment of what happened and did not try to hide that a mistake had occurred. This is THE exception to the rule from what we have experienced in the past and was very refreshing to know it still exists.

The next hiccup was a burnt up brake that happened at 5:30 on a Friday. I called Elliot and told him to get a motor out here because the brake was not holding. Elliot called me back within the hour and asked if someone could receive the motor by noon on Saturday. This was a pleasant surprise due to the competitors response on both failures was a month lead time.

The bugs were worked out methodically, and the line was put into production. This line is now our go to line when we need long runs of good product. All I can say is good job guys, we are not easy to impress, but you guys did the job. Keep up the good work!

Sincerely,

Shane, Electrical Supervisor

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