The CIM machine population in the field has grown significantly over the past several years. This has resulted in an increase in the inbound call volume to our technical staff who receives requests for assistance with hardware troubleshooting, part number identification, software support etc. from many CIM customers throughout the day.
Some inbound calls may be concluded in a matter of minutes while other calls may take much longer depending on the nature of the issue and the amount of troubleshooting involved. We understand your time is valuable and even more so when you or your technician is onsite attempting to resolve a customer issue in a timely manner.
Consequently, as of June 15, 2017 all inbound technical calls to CIM’s main line 305-639-3040 will be answered by a live person. The person answering the call will be collecting basic information about the issue which will then be relayed immediately to a CIM technician via email as well as displayed on a call queue monitor in CIM USA’s technical department.
This initiative has been introduced to avoid that inbound calls go to a voicemail at times when our technicians are busy assisting other customers, and the objective is that this should result in a quicker overall response time.
Inbound calls will be answered 24/7/365, whereas call backs by a CIM technician are available Monday – Friday during normal business hours, Eastern Time.
We appreciate your continued support.
The CIM USA Team.
You can also send an email to: Techsupportfirstname.lastname@example.org