[October 6, 2003]

"Competition is meant to benefit consumers, and not create obstacles for them. The record shows that customers experiencing service disruptions generally blame their provider, even if the problem is caused by an incumbent. Indeed, Z-Tel states that one glitch or delay in the cut over process for a mass market customer may be enough to convince the customer to go back to the incumbent."

—page 291, paragraph 467,
FCC Triennial Review [very large .pdf document]