Here We Go Again: Another Happy Customer

Well, well, well…..yet another happy customer. This time, the customer had wired the AC drive incorrectly. Our Houston-based engineer, Steve Lyons, trouble shot this one. Written testimonials are tough to come by, yet Innovative-IDM gets more than its fair share of customer comments. We’re not perfect. But with our focus on exceeding our customers’ expectations, we’re bound to hit a home run every now and then.

From: Michael C.
Sent: Monday, June 16, 2014 5:41 AM
To: Steve Lyons
Cc: Chad Kauffman; Andy Lewis; Gene Gray
Subject: Thank you, Thank you, Thank you

Steve,

I want to thank you and tell you, you are an amazing engineer, strategic partner and a good friend.

Thank you for all your time, patient and personal concern working with me on this issue.  I  owe you a great deal of gratitude and thanks, professionally and personally.

You were spot on target it was one of three issues –  wiring, relay or drive.   This is another great example of always going for the drive as the problem, and not following the first most important pathway – Wiring.  We checked the first half of the path to the drive, but assumed the motor lead wiring was right. But, as we now know the leads to the motor we not connected and it was the problem we caused.

This would be a great story of how IIDM helps and supports your customers 24/7 and the problem was solved, and most important the customer was the problem. I admit it.  Never assume the customer hooks up the equipment correct. We tested each drive twice then assembled the system, but never did a final complete system run test.  That was the flaw.  Or we did not do a Final system wiring check, by even a simple ohm meter.

You might mention that to your sales and tech team. It was a problem we caused and you again were the great strategic partner to help and support us while we searched for the problem.

Remember I told you the problem is a simple one, we just need to locate it and you enabled me to find it. And  I don’t need to go to Russia to solve the problem.  We did it together with your talent, iPhone technology and emails.

Thanks again,

Michael C. – President

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