ITM Instruments Inc

Ordered about $1000 in equipment, was back dated a few months without a timeline as to when I’d receive it.

When I did receive the items. One was defective, emailed the company with zero response back,

Terrible, i spent nearly $500 on things with the upgraded shipping i wait 3 or 4 days to call and to be told 1 of my items are back ordered with no date in sight. Thanks for not letting me know. The best they offered is to send my stuff thats in for a separate delivery charge. Just go to amazon, hse or somewhere else when youll be treated with respect.

Recently it was my very first time at ITM Instruments and what a great experience with a MAN named Peter Bacsfalusi. "Wow" is the word, for his exceptional knowledge of his products and technical training he provides to his customers! I am so impressed how easily he explains and shares his experience and immense knowledge on thermal cameras.
All thanks to Peter! I am sure there's lots and lots more happy customers like me, but not everyone puts it in writing. ITM is very lucky to have you Peter!

Shauna was extremely helpful and technical when it came to sizing the CTs needed for our project. Thank you Shauna!

Tried the LIVE CHAT for this web site and let me tell you, it works great.service and response are fast and accurate. Trina at customer service was very helpful.

Customer service is absolutely wonderful, the agent assisting was really patient in answering my back-to-back questions. We are going to place an order for a tool and expecting great service there too. Thank you ITM Instruments, keep up your great service.

Ordered four items and with the exception of one all were received in brand new condition in original manufacturers packaging. However, the fourth item and the most expensive upon delivery it was immediately noticeable from the wear on the box that it was either used or perhaps returned. It was missing the tripod adapter and the USB/Serial cable was defective. I did contact them immediately about the matter but the communication seems to be mostly one sided. I was instructed to return the cable but shipping hardly makes it worthwhile. What I was most interested in getting resolved was the missing part. In this regard all I've been advised was they have contacted the mfr. For what? A part is missing and it's in keeping with the condition of the box received.

I can't help thinking that perhaps this item, more specifically, a Kestrel computer interface was returned - perhaps with this part missing and they have just stuffed it off onto another customer. I am aware that the policy regarding return shipping requires it to be prepaid - I never thought that would apply to orders where items are missing/defective. Its been six weeks with no word on the missing part. I'll throw the defective cable in the garbage as I'm not to going to pay the cost of return shipping for something I can purchase on Amazon for less and have it shipped to me.

In all the years i've been purchasing online I never have experienced this poor customer service!

Craig O.

Trina was a fantastic help, she turned what was a very poor situation into a big save for this company in my opinion. Original shipping was going to take a month to process; with a little diligence she turned that into just under 10 business days, with two national holidays in between. Thank you it Trina and ITM.

The agent sort of answered my quesitons, and sort of gave stock responses as if he was speaking to someone generic with no knowledge. I was asking specific questions and had to beat the answers out of him a bit.didn't sound very knowledgable, or wasn't able to communicate it in a useful manner at least.

It is so refreshing when you call a company and have someone like Treavor Trudel on the other line. I deal with with ITM all the time and Treavor by far is the most pleasant knowledgeable young man I have the pleasure of dealing with. He will not let you off the line until you have the answers you need and he will get the job done and have you smiling too. He is customer service at its best!
He truly makes ITM look Good. ITM is very lucky to have someone like that on their team. Thanks for all your help today Trevor. It's people like you that keep me coming back to ITM. Thanks and Keep up the great work.

Like to say that only a few people I have dealt with have "it" and this Shauna from Calgary has displayed this type of positive energy!

Eduardo was very good at answering my questions and providing the information I was looking for.

Customer Service was outstanding, quick responses, always polite and happy to assist. Would Highly reccomend

The flyer was missing details on how to obtain the advertised Promo price. Eduardo quickly resolved the issue, so I placed the order.

Always top-notch and timely accurate responses, handled in a professional cordial manner. Thank you. Peter