DAVID DAVIS COMMUNICATIONS

We had a new office phone system installed by David Davis June 2013. We had numerous discussions with DDC as to how we wanted the system to work prior to accepting their bid and starting the installation. We were assured each time that their system would work exactly like our old system. On our old system incoming calls would ring to the first line which our computer system would answer, then, if necessary transfer to the second to free up the first for the next call. They have never been able to get their system to work in this manner but have charged us repeatedly for sending their technician to our location to attempt to make this change. As it now stands, all of our calls on both the "back office" line and the first line must ring into the computer system then be transferred to a new extension to be answered by staff. At times all of the phones ring when someone calls in to the automated system though the office phone isn't supposed to ring until they request to be transferred to the office. At other times the phones don't ring, they simply blink even though the caller requested a transfer from the automated system to the office. These are just a small sampling of the numerous problems we've had with this system since installation. In addition, the man they sent to install the new phones was also to train myself and our staff on how to use the phones. He spent a few minutes racing through how to use the phones and left us an instruction booklet, most of the instructions in the booklet either do not walk you through the entire process or the process they walk you through is completely incorrect. We were told they would be able to log in remotely at no charge to make changes to extensions and the setup of our system; what they did not tell us is that this would leave a gaping hole in our firewall that permits any hacker with an ounce of knowledge to not only access our phone system but the rest of our computer system as well. Once closed they no longer were able to access our phones remotely, they charge $50.00 for travel and additional for labor each time they have to come to the sight to make a change, they also charge this if they walk us through changes on the phone even though we have it in writing that telephone support would be free of charge. Today is the second time since installation that one of the ESI 60 phones installed has failed. In May 2014 when the first phone failed, it was still under warranty and DDC mailed us a replacement phone. Our staff swapped the replacement for the malfunctioning phone which they returned to DDC. However, in spite of the fact that the phone was under warranty and we had installed it ourselves, we received an invoice from DDC dated 5/30/14 for $165.00. This broke down as $50.00 Travel Charge and $115.00 Labor charges to install the replacement phone. When I contacted the company to ask about the bill, Cindy Davis told me she bills according to what the Technicians write up on their dispatches. She did finally agree to cancel the bill and sent us the same invoice again marked "Paid". While I was speaking with DDC I advised them the phone system still did not work to the specifications they had initially agreed to and discussed a variety of other problems we were having with the phones including the inability to use day, night, and holiday voice-mails without recording over the previous message as their technician had advised us we would be able to do. They said they would send someone up to correct the problems and they would be covered under our original billing since we had them since installation. Instead, after the technician left we received another invoice also dated 5/30/14, this time for $280.00 which broke down as 1 travel charge of $50.00 and 2 hours of labor at $115.00. We have since given up on getting any satisfaction with this phone system. No one in our office likes the system. We have some very tech-savvy people in the office who went online and found a 109 page manual on how to set up and operate the system properly. We refer to it and have been able to manage to get basic functions on the phones to work. I would not recommend this company or this phone system to anyone.