Posted tagged ‘written testimonial’

(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.

Another Happy Customer in Tennessee

June 11, 2014

Here’s yet another email that came in last week for our store in Memphis. It takes a lot for a person to actually take the time to write in and compliment rather than complain. We love written customer testimonials. Thank you, Kim.

From: KB
To: Dave Oliver; Todd Fox
Subject: Request Emergency Delivery for Servo Pak Amplifier and Indexer Card…….

Dave/Todd-
Thank you so much for your assistance in locating and arranging shipment of the Yaskawa Amplifier and Indexer Card so quickly from factory. Also thank you Dave for assisting us with our programming questions to help us know what direction to take in getting our indexing conveyor back on line.
Todd please contact me to make arrangements for the fees for delivery as well as the parts.

Thank You,
Kim
Maintenance Administrative Supervisor
Loudon, TN. 37774

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.

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

Customer Testimonial: Another Happy Customer

December 23, 2011

Well, it happened again. Another written testimonial from a customer complimenting one of our customer service staff: this time, Cyrus Jahani. Read for yourself why Innovative-IDM is the home of LEGENDARY customer service.

Jeff,

As you know we are in the process of building several machines at [our company].  As we are new to this process there are always items that are missed on the original BOM.  I can not even begin to explain how much Cyrus has meant to our success.  He sends emails to me before 8am, is always there late and never makes any mistakes.  I am always 100% confident that I can take what he tells me to the bank.  As you know I am kind of a jerk and mainly only work with vendors that give me a quick and precise response, so Cyrus fits my needs/wants very well.

If you can pass my appreciation onto Cyrus Jahani’s manager I would greatly appreciate it.

Andy