Customer Service / Technical Support Information

ITEM has made an effort to post a great amount of information about our products and research on this website.  We have done this for two reasons: 1) people interested in this field and in our products need to be well-informed; and 2) ITEM is primarily a research and development organization, rather than a retail product company.  Our income goes toward the development of new technologies and the improvement of our existing products.  Consequently, we do not employ customer service or technical support representatives.  All product-related inquiries or technical support questions are handled by ITEM’s executive officers.  Therefore, we have only made available limited hours where interested parties or existing customers can contact us by telephone.  Those hours are 6:00 PM to 9:00 PM, weekdays (Monday through Friday), Eastern Standard Time (i.e., Washington, DC and New York time), and the phone number for our US office is (717) 399-77**.  You can also try to contact us anytime on weekends – and if we are in the office on the weekends, we will be able to talk with you.  However, we do not have an answering machine in the office for you to leave messages, because we prefer to correspond by E-mail.

If you definitely need to contact us, please Email us at [email protected].  We check E-mail every two to four hours during the day, and usually respond within several hours.  Please note that the E-mail address listed above generates an Auto-Responder message.  So, when you E-mail us, you will receive a preliminary response, and a personal response will be forthcoming shortly.  You can list your questions in the E-mail, or you can request that an ITEM officer contact you by telephone (please be sure to include an appropriate time to call).  Or, if you prefer, you can send a fax to (717) 399-77** anytime, and we will respond to your questions as soon as possible after we receive it.

We are in the process of implementing a toll-free 1-800 number on-call answering service for our customers, so that you can contact us anytime, from anywhere in the world.  Until this service is completed, however, we will be using the system described above.  Thank you.