Posted tagged ‘customer testimonial’

Yet….another happy customer

August 28, 2014

Stephen Weatherley, our Houston branch manager, received this email from one of Innovative-IDM’s Houston customers. Yes, we aim to please.

From: Daniel
Sent: Wednesday, August 27, 2014 2:41 PM
To: Stephen Weatherley
Cc: Brandt King
Subject: Innovative Sales Support – Brandt King

Stephen,

I wanted to take a minute to say [we] appreciate the support we get form your sales team as a whole. In particular Outside Sales, Brandt King. He is responsive and recently was instrumental in helping one of my Electrical Designers source and spec in a light curtain system. The system he brought to the table was a better option, more inexpensive and mostly saved us on lead time. We all know you can`t put a price on time during these busy months. We look forward to future projects and continued support from Innovative.

Daniel, Purchasing Manager

(Another) Happy Customer with Parker Zeta Problems

July 1, 2014

This customer in the Austin area had some problems. Innovative-IDM was there to help. It takes a lot to receive such unsolicited accolades, yet we seem to get them time, and time, and time again. Think you ought to check out what everyone is talking about? This email came to our VP of Sales, Chad Kauffman, from the operations manager of one of our customers using centrifuge technology.

From: Shawn
Date: June 27, 2014 at 10:15:57 AM CDT
To: <Chad.Kauffman@iidm.com>
Subject: Thank You!
Dear Chad,

I would like to take the time to tell you how pleased I am with your company. After a rough start with all the back and forth over our Parker Zeta controller. Matt Miller and Jack Marsh came on site and troubleshot the Zeta controller we received from you. He loaded the correct software program and found a new pin that was not on our older controller that you replaced that needed to be jumpered to24 V. This really shows your commitment to quality and customer service. IDM could have left me in a tight spot. You had your money a long time ago….I really want you to know how impressed I am with the type of world class support received. I will recommend and use IDM without hesitation in the future.

Sincerely, Shawn, Operations Manager

Here We Go Again: Another Happy Customer

June 16, 2014

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

Yet Another Happy (Repair) Customer

June 12, 2014

This written plaudit comes from a Houston customer, who needed their touch screen repaired by Innovative-IDM’s electronic board repair facility. We offer a full guarantee on all repairs and do not charge any evaluation fees.

From: Shelby
Sent: Wednesday, June 11, 2014 4:38 PM
To: Jennifer Minier
Subject: it is up

We got the new screen and installed it and the grinder is up and running. Thanks for your good a quick response both times.

I guess that it takes quality to see quality. Thanks again most surely appreciate your and your company’s willingness to help and be flexible.

Above and Beyond Industrial Field Service: Ask Yet Another Happy Customer

May 27, 2014

It happened again. Customers tell our story much better than we can — like this, and this and this. This email cam in to our Houston account rep Ed Hyer, concerning our rock star field service tech Dale Frisk.

From: Eric
Sent: Tuesday, May 27, 2014 10:58 AM
To: Jeff Smith
Cc: Ed Hyer
Subject: RE: PO# needed for recent field service
Importance: High

I just want to let you know that I really appreciated the help Dale provided last Friday!

Even after we determined it was not a drive issue he continued to work with me and my team to solve the issue. To have a service person willing to help outside of their designated role was a pleasure and a blessing! His help was greatly appreciated.

 Ed you have told me previously that Dale was very good, so this probably does not come to a big surprise. I believe that I let Dale know how thankful I was before he left. I want to let you guy know also.

Thanks for all of your service and support.

Sincerely, Eric XXXXX, Maintenance Supervisor

If you need electrical industrial field service at your maintenance facility in Tennessee, Arkansas, Oklahoma, Louisiana, Texas or pretty much anywhere in the South — PLC programming, AC Drive initiation or repair, inverter startup, etc., contact Innovative-IDM.

Another Happy Customer

March 8, 2013

These testimonials just keep rolling in. Have you experienced Innovative-IDM’s LEGENDARY customer service for yourself? Really? Why not?

From: Shelby
Date: March 7, 2013, 2:41:09 PM CST
To: ‘Danial Mahoney’ <Danial.Mahoney@iidm.com>
Subject: RE: Servo Drive

Danial Mahoney was out here last week and I gave him two Yaskawa drives for repair. I have always found your services exception and have not and will not even take calls form other companies that offer simpler services. I have yet to have a complaint with anything that your have done for us at this point.

Thank you for contacting me and I look forward to a continued relationship with your company.

Shelby, XXX Knife Company, Maintenance

Field Service Again Saves Customer from Pain, Headaches, Heartache and Worse

November 1, 2012

It’s easy to complain about bad service….you’ve probably done it recently. But it takes a WOW to motivate a customer to write an email like the one below sent to our sales rep, Danial Sheldon, from a Houston area client. Big time kudos from a customer for Jon Dutton, Innovative-IDM field service technician.

From: “Michael”
To: “Daniel Sheldon” <Daniel.Sheldon@innidm.com>
Subject: Service Call
Date: Wed, Oct 31, 2012 1:42 pm

Daniel,

Just wanted to drop a note to thank you for your help with the Bar Loader VFD install. Your service tech Johnathon was was very knowledgeable and professional. It has been difficult in the past to bring in service techs and have them be able to jump in and steer us in the right path. We were in a severe line down situation with multiple lines down at once. Johnathon saved the month for us. I plan on installing the same systems on the 8 Bar Loaders we have left to retro fit. If you can send him out again for the next install I would appreciate it. Again, great job. Your team has saved the day and deserve our thanks. Please pass on to the appropriate people. This has been in planning for me for 6 years. I was told that it could not be done. Thanks to you guys, I got my cake and get to eat it too. Does not happen often, so again, Thanks for all your help with this project.

Regards,

MICHAEL

Maintenance Manager