Communication Specialists of Wilmington NC Complaint - Poor System Performance
WILMINGTON, NORTH CAROLINA -- I have been a paging customer with ComSpec for 6 years now. At one time, my entire volunteer fire department had pagers with them (around 30 or so pagers). About two years ago they started having problems with one of their transmitter (Holly Ridge NC). When the problems starts, you notice it right off the bat since your pager stops responding in that particular area. Granted, they have several other transmitters over the wide area, but none are closer to our much needed coverage area than the Holly Ridge site.
When we notice the problems, we call and try to speak with the account executive in charge of our account. The one that is there now lacks all knowledge of selling paging services. His basic response now is "Perhaps you need to look for another paging company". We depend on our pagers (about 4 of them now) to inform us of emergency calls in our fire response district, since the dispatch system the county owns (sold, installed and maintained by ComSpec) is inadequate to alert all of our members if we have a fire or other emergency.
He tried to tell me that their coverage is seamless (no dead spots), and yet I miss anywhere from 100 percent to 75 percent of all pages when they start having these problems. The closest transmitter to me (Holly Ridge) is 7.25 miles surface distance away from me. The rep keeps telling me that there is nothing they can do about the problem. Lately, he keeps telling us that the problem is with our pagers, not the system (go figure, typical of a salesman that wants his commission check). I have about 5 pagers that I keep as backups, and they will not page as well, so I KNOW the problem is not the pagers.
They have a rather large customer base, and most of those customers are fire departments, ems agencies, law enforcement and doctors. My wife is currently expecting a child and our doctor carries a ComSpec pager. I spoke with him the other day jsut to let him know I knew I wouldnt be able to get up with him in an emergency, beacuse of his pager. He immediately dropped the ComSpec pager and went with a more reliable company.
If I were you, if you are thinking about purchasing paging service from ComSpec, call down there and speak with the paging sales rep. He knows nothing, and will continue to know nothing the entire time he is there. If you can't get good answers out of him, ask to speak to the owner (he is there most often during business hours.
I stay is constant contact with their senior engineer, and advise HIM when I have paging problems. Usually, he works things out and lets me know what's going on, so at least I have a great contact on the inside.
I used to work for this company, and they lack the skills to provide trouble free service to anyone, no matter the type of service. It seems to me they want us to be a number in a computer system, rather than a loyal customer that is trying to help out a local business.
It seems they are starting to act like a big