FairPoint sets targets to resolve complaints

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FairPoint Communications has set weekly targets it hopes to meet in response to customer complaints in New Hampshire, but it won’t reveal what those targets are.

FairPoint bought Verizon Communications’ landline telephone and Internet business in Maine, New Hampshire and Vermont a year ago and switched to its own computer systems in January. Since then, it’s been plagued with complaints from customers who can’t get phone service, have received confusing bills and have spent hours on hold.

The company has set targets for the next 10 weeks covering incomplete orders, late orders, billing errors and other issues. But FairPoint officials say that the details are protected as trade secrets or information related to competitive services.

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