- A satisfied Singapore customer via email on February 16, 2007. It is also available on http://forums.keeptouch.net/showthread.php?t=86022

My Imation flash drive stopped working suddenly. I was about to buy a new one when I thought of trying the customer service. I received tip-top response I never thought ever possible in Singapore.

Firstly, this is not the usual automated call. Instead it was manned by a gentleman who had full knowledge of his product. With his advice, I downloaded the specific software for my flash drive and managed to reformat it.

I told him I did not have the receipt; I only have the warranty card with the serial number.
While I knew I would not be able to exchange for a new flash drive, he did not turned me down, but instead stated that they will evaluate replacement only after seeing the condition of the flash drive.

Thumbs up for IMATION!!

Peter Koh

- A satisfied Singapore customer via email on February 14, 2007

Dear Sir/ Madam,

On 8/2/07, I made a walk-in visit to Imation Singapore as I was experiencing some problems with my 2GB swivel thumb drive. I had gone in during lunch hour but was impressed when the counter staff (whose name I failed to ascertain) took the initiative to call for one of his colleagues from the office to attend to me.

The Technical support staff came out from the office to greet me. He was most courteous and attentive as he listened to the problems I had faced. He was not upset that I’ve interrupted his lunch.

I do wish to commend your staff and his colleague on their exemplary service and professionalism in attending to me.

Eugene Tay

- A satisfied Singapore customer via email on November 29, 2005.

I bought a 1GB Imation Flash Drive at the Sitex Show on 25/11/2005.

The staff stationed there told me I could download the driver for Windows 98 online and install it "easily". I tried and tried but it seemed impossible.

I made a call to your Technical Support and I would like to record the Extra-ordinary Good Service provided by your staff.

He patiently sent me a detailed email on the installation. When the installation failed, he went through the whole process with me (a non-techie).

My experience tells me that there are very few 'support' personnel who will stay on the line with a complaining customer. Your staff not only did that, but did it without me asking him to.

Now I am happy with the product.

And I am most happy with the Extra-ordinary Good Service provided by your staff.

Please thank him on my behalf.

Goh Thiam Chin

- A satisfied Singapore customer via email on October 27, 2005.

Please convey my thanks to your engineer who attended to my case. I bought two Imation 128MB flash drives at the start of this year and both failed to work recently. I called Imation Singapore to explain the situation.

Despite misplacing my warranty card, your staff assured me that I would be able to get replacement drives. In addition, he gave me detailed information on how to get to your office. I really appreciated it as I seldom visit that part of the island.

When I was at your office this morning, your staff attended to me promptly and professionally. He asked no further question once I identified myself. He closed the case quickly and sweetened my visit by giving me a number of blank CD-Rs!

If everyone could be as pleasant and helpful as your staff , the standard of our service industry will be re-doubled in no time!

Once again, thanks.

Teck Tiong

- A delighted Singapore customer via email on September 2, 2005.

Just want to thank Imation for helping me recently when I had problems with my Imation SuperDisk.

Your staff was very helpful and managed to identify and solve my issue. Although my SuperDisk was already out of warranty for some years, nevertheless, the service was more than I expected. I believe this is the 2nd time my power supply died on me and both times Imation replace my power supply at no cost to me. This type of service is very rare in S'pore, not to mention any where.

But this last incident, your staff not only helped me with the replacement, he had the unit sent to my office as it was difficult for me to go down to your office during office hours. He also included some sample CD-R and product brochures as well. This is what I call unbelievable service.

Your service has gained my loyalty and from now on, I will always buy Imation whenever possible. (Actually I have already been buying Imation for some time, but now I am an even stronger supporter). I have also shared with some of my friends about this service in the hope that they will also experience such service when they need support. Thank you again for your help.

Chan Boon Hwee

- A delighted Singapore customer via email on September 8, 2004.

I would like to register my appreciation for the wonderful technical support provided by your tech support department.

I had a problem with the power supply to a new set of DVD writer and contacted him yesterday evening well after 6pm. As i was not able to get to your office during office hours, your staff offered to wait for me to get to your office in New Industrial Rd. I got there just before 7pm, well after closing time.

What prompted this email is not just his willingness to wait for me and promptly replaced the power supply. He ttook the trouble to test the burner to ensure that it is functioning properly! That's the additional mile!

Thank you for the wonderful support and service! And thanks to Imation for the good staff you have. This is my 2nd Imation writer (the first being an external CD writer)... and it certainly shows that i had bought both devices from the right company.

Gaius Ho

- A customer reference from Thailand . Reported in e-Leader Magazine special report "Supporting Business Continuity with Backup Strategies" (August 2004)

When asked how the international oil giant Caltex Oil (Thailand) manage their enormous data backup system organization, Mr Werawat K, IT Manager, Caltex Oil (Thailand) Limited has Imation to thank. [Page 1, 2 & 3]

"We use Imation because we trust in Imation"

Mr. Werawat K explained their decision to use Imation's backup tapes. "Imation has participated in production of data storage for more than 50 years, so they are the specialist in data storage. They have also invested in R&D. We have never face any problem from using Imation's products.

"Our business is safe with Imation"

"Another factors is we could ensure when we face the problem with tape, Imation will fully support us in term of data recovery with analytical report from their laboratory" Mr. Werawat K added.

Mr Werawat K
IT Manager
Caltex Oil (Thailand)

- A customer reference from Innodata ( Philippines ) - November 18, 2003.

Innodata - an international center of excellence for creating large volume, high-quality XML-compliant information services is "proud to be a satisfied end-user of Imation's wide range of data storage media products such as AIT-tapes, DLT tapes and LTO-2 tapes for our newly acquired LTO ultrium-2 super-drives. We have in our tape library, in excess of 5,000 pcs of Imation media, and found them to be very reliable and durable as a result of our high throughput usage.

In my dealings with Imation staff, I have found them to be professional and committed. I am also extremely satisfied with the after-sales services and technical support rendered".

Wifredo Bercasio
Head of Infrastructure
Innodata XML Content Factory, Inc.

- An appreciative Channel Partner via email on August 28, 2003.

I am impressed with Jeannette Loh who is excellent and very professional in her role as a CSR. I have been able to receive high level of customer service and support consistently over the last several months. She is very responsive, committed and forward looking, going extra miles to provide alternate logistic solutions to help me resolve my last minute/urgent shipment matters to India. Please thank her for me.

Adrian Lee
A1 Alliance

- A customer reference from Veritas DGC Asia Pacific - October 8, 2002 [pdf]

Since my appointment as manager for the Operations Department in 1996, we have been using Imation brand 3590, 3590E and DLT Tape Cartridges for our hardware systems, HP servers and Linux Cluster in 1,500 nodes in our Data Center , totaling 45,000 pieces (averaging about 7,500 pieces per year) to date.

For the past years experience of using Imation's tape cartridges, we have found them to be of high quality and minimum of problems. The back-up service and follow up from your company's team of Sales and Technical Personnel has been commendable.

We will continue using Imation Tape Cartridges and look forward to your continued excellent sales service and support.

Michael G. Nathan
Manager, Systems Support & Operations
Veritas DGC Asia Pacific Ltd