Thanks for your comments and blog/mention about our Twitter account, @MyFairPoint. I would have stated “…following in the footsteps of many other businesses who are adding social media to their ‘touch points’ to support customers with service, support, information, news, etc.” versus comparing one company (any company, utility or not) to Comcast. Frank does indeed do a great job and Comcast, though they too have many detractors to their business as do many national/global businesses, has tremendous publicity to their twitter site.

I would like to also add that we understand we’ve let a lot of people down in our customer support/service and, though this can be viewed as “only talk”, we are literally working around the clock on correcting the issues so that we are delivering the superior service that we’ve been known for. Time will prove this true (or, of course, false).

We also have many, many (many) customers that are providing positive comments and mentions about great things we’ve supported them with. But I understand that if you’re one of the folks we’ve let down, that’s all that counts.

For customer service, the best and first approach should always be our toll-free numbers located at http://www.fairpoint.com/northern_ne/contact.jsp (if you’re in Northern New England). The next best option is sending an e-message via our http://www.fairpoint.com/northern_ne/contact_form.jsp page. Our Twitter site would then be the next best path. But, a customer can elect whichever method to use and we’ll serve them either way.

I greatly appreciate you engaging with me today in this discussion and for passing the word about our support paths. I appreciate the ability to respond to your message here. I hope that we have the ability to again serve you in the future to show you the high quality support & services that FairPoint Communications is built on.

Most respectfully,

Joey Peacock
FairPoint Communications