IM - We're big. We don't have to care.
Amazing to see the attitude they have toward customers, especially smaller ones like me.
We dropped their email archiving late last year, we're a month away from dropping their offsite tape storage, and about 9 months from being able to drop their paper records storage. So we've gone from using IM for all our archiving/off-site storage for years and years to a non-customer in less than a year. Why? Because they raise prices at will (and have the gall to send a letter explaining that it "reduces confusion" about their pricing structure), provide zero customer service (I told my rep we were dropping them after the last price increase - took him almost a month to even answer), and because they generally treat their customers as walking wallets that have no choice but to use them. Wrong.
For anyone still using IM, get out of your comfort zone and look around. You'll then realize how badly you're being screwed and how awful their service has become.
Anonymous, because I don't have all my stuff back from them yet.