Reach out and gyp someone.

• Author: Peters, Charles
• Position: Verizon Communications Inc. - Brief article

"Telephone repair time irks clients," was the headline on a recent story by The Charleston Gazette. The Gazette story attributed the problem to Verizon's overtime policy. But it did not get at the reason for Verizon's reliance on overtime, which is that a few years ago, the company downsized its repair force in an effort to improve profits. The truth is that the breakup of AT&T left everyone with a great gain--much cheaper long distance rates--but with much...