Pacific Bell

Re “4 Probes Reportedly Focus on PacBell Sales Tactics,” Jan. 16:

We are proud of our customer service record and make no apologies for our effort to keep our customers fully informed about our products and services. Our customers consistently tell us they want more information, not less, about our products.

An independent survey that we recently commissioned shows that about 90% of our customers are satisfied or more than satisfied with the service that they received from our representatives and appreciate the information that we provide. Those findings and a wide variety of other surveys continue to reflect our strong reputation for customer service.

We’re glad to match our rigorous customer service standards and practices with anyone. If we weren’t meeting our customers’ needs, we would hear about it from them. We believe customers can only make intelligent decisions about their phone service if they know what’s available. Providing that information to them is essential to providing excellent service and we will continue to do just that.

MICHAEL KAUFMAN, President, Pacific Bell Consumer Markets Group, San Ramon