Customers aren?t just unhappy ? they?re angry.
This week consumer complaints came to a head when Maryland?s Public Service Commission began a series of hearings following an outpouring of public complaints related to service. Despite the outcries, Verizon Maryland maintains that its 10,000 in-state employees are “focused on delivering high-quality service,” and that it spends more than $1 million per day on its Maryland network alone.
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But between Verizon and its competitors, their expanded services and resulting increased client base may be a factor.
“Services are more sophisticated and there is an increased demand,” said Angie Barnett, president and chief executive officer of the Better Business Bureau of Greater Maryland. “Proportionally, if you consider the volume of services offered by both Comcast and Verizon … think of the units of service and the volume of customers. I don?t think (the number of complaints) is high at all, and I think you should expect complaints to go up because of the volume.”
Verizon, however, disagrees, saying more services mean more competition.
“Because of the competitive environment we’re in, we can roll out new products and services and gain new customers in one area ? but lose customers for other competitive services we offer,” Sandra Arnette, a spokeswoman for Verizon wrote in an e-mail.
Meanwhile, Comcast claims to take customer issues to heart, and use them as a tool to improve its product.
“We are always striving to provide the best service and work hard to increase customer satisfaction,” Aimee Metrick, public relations director for Comcast?s eastern division, said in reply to an Examiner inquiry.
In an earlier interview, Brian McIntee, Sprint area vice president of the mid-Atlantic area, indicated that meeting consumer needs isn?t just his company?s mission, but a key to being the best of the best.
We “constantly try to improve the customer experience. The first (company that does that) is the one that wins the game,” he said
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