CHARLESTON, W.Va. -- To settle complaints over customer service, Verizon and the state Public Service Commission reached an agreement Friday where the phone company will invest $11 million in infrastructure and bring in 49 new maintenance technicians for West Virginia customers.

Byron Harris, director of the Consumer Advocate Division of the PSC, petitioned the commission in May to do something about the increasing number of service complaints that "really have mushroomed in the past couple years."

On June 30, the PSC opened an investigation into the quality of service provided by Verizon, Harris said. 

The agreement, which will last through at least July 2011, calls for Verizon to staff at least 49 new maintenance technicians through at least June 2009 and assign an operations manager whose job is to ensure compliance with the agreement, according to a statement from the PSC.

Verizon spokesman Harry Mitchell said the 49 new maintenance technicians likely would include a blend of current Verizon employees who work outside the state and new hires.

The operations manager is already on the job, Mitchell said.

Verizon agreed to meet several service quality standards, which include plans to gradually improve its response time to customer problems.

Also, Verizon agreed to provide a $25 credit on customer bills if the company misses an appointment. The customer must be given notice of a cancellation by 8 p.m. the day before the scheduled appointment.

"Those financial incentives, I hope, will spur them to improve their quality of service," Harris said.

Mitchell said Verizon will comply with the Public Service Commission's plan.

"Verizon is committed to providing good customer service," he said. "By and large, we do a good job of it. Certainly, there's room for improvement."

Reach Davin White at davinwh...@wvgazette.com or 304-348-1254.

CHARLESTON, W.Va. -- To settle complaints over customer service, Verizon and the state Public Service Commission reached an agreement Friday where the phone company will invest $11 million in infrastructure and bring in 49 new maintenance technicians for West Virginia customers.

Byron Harris, director of the Consumer Advocate Division of the PSC, petitioned the commission in May to do something about the increasing number of service complaints that "really have mushroomed in the past couple years."

On June 30, the PSC opened an investigation into the quality of service provided by Verizon, Harris said. 

The agreement, which will last through at least July 2011, calls for Verizon to staff at least 49 new maintenance technicians through at least June 2009 and assign an operations manager whose job is to ensure compliance with the agreement, according to a statement from the PSC.

Verizon spokesman Harry Mitchell said the 49 new maintenance technicians likely would include a blend of current Verizon employees who work outside the state and new hires.

The operations manager is already on the job, Mitchell said.

Verizon agreed to meet several service quality standards, which include plans to gradually improve its response time to customer problems.

Also, Verizon agreed to provide a $25 credit on customer bills if the company misses an appointment. The customer must be given notice of a cancellation by 8 p.m. the day before the scheduled appointment.

"Those financial incentives, I hope, will spur them to improve their quality of service," Harris said.

Mitchell said Verizon will comply with the Public Service Commission's plan.

"Verizon is committed to providing good customer service," he said. "By and large, we do a good job of it. Certainly, there's room for improvement."

Reach Davin White at davinwh...@wvgazette.com or 304-348-1254.