This was almost a really nasty bit of brand terrorism, but a sharp resolution specialist saved the company some pain the other day.

Angela and I signed up for AT&T wireless back in January or February. We thought about Verizon, but AT&T had a better financial deal on the front end. We had been Verizon customers up to that point, and had no complaints at all about their service, but we (okay, not “we” – I) got penny wise and pound foolish and decided to make a two-year decision to ditch a good provider over maybe $60. So I acknowledge up front that I deserved to get my butt kicked.

We knew there was a good chance we’d be leaving Denver but we had no idea where we might move, so we asked the AT&T rep specifically what would happen if we moved to a place where AT&T didn’t have service. He said they’d cancel the contract without charging the $175 (per phone) fee if that happened. Dumb move #2 – I didn’t get that in writing. So we do wind up moving to an area that AT&T doesn’t serve. Down here you’re on a roaming network, and the dead spots just about outnumber the live ones, network-wise. So we realized we needed to switch. We called AT&T and explained the sitch, and were told something to the effect of “oh, no sir, AT&T can’t cancel the contract for no cost. Um, no, that’s not our policy. I can’t imagine a store rep saying that to you.” Etc. Which is complete bullshit – what one store rep does, many store reps do, and if many reps do it I guarantee you the call center folks know all about it.

So the store rep says whatever he has to in order to make the sale, then the company pretends they have no idea what we’re talking about. I have a bit of insight into this dynamic since one of my old clients is another large cellular provider, and the games these people play to get the sale you wouldn’t believe.

So, option A, stay with AT&T and just live with the whole bad network issue. Option B, go the rabble-rousing consumer reporter route. We have a friend who’s tight with one of Denver’s most notable TV hellraisers, so we figure we might have an angle on that end. And I work in a J school that’s connected all to hell in Buffalo. So I figure I have a decent chance of, at the very least, costing AT&T a lot more money in bad press than the $350 they’d eat by releasing us from our contract. I’d have to set up a store rep to repeat the free-out claim the guy made to me, but I doubt that would be terribly hard, frankly.

We decided on option A because Angela likes being able to make the free calls to her family (we got them to sign up with AT&T, too, back in the spring). So we call AT&T to get our new numbers. Turns out they can’t offer us service because they aren’t licensed to provide service anywhere that’s a local call from here. No Olean, no Salamanca, nothing. The best they can do is a Buffalo number, which is of no value since it means that anytime somebody calls me from here it’s a long-distance call (local LD – not as expensive as calling across the country, but still a toll call).

The talk with the first-tier rep was going badly. He was nice enough, but was sticking to his guns. To wit:

• AT&T can’t provide you service, and
• AT&T won’t release you from your contract.

So, let me get this straight – I’m screwed through no fault of my own because you can’t provide me service? He was sympathetic, but that’s about it.

So I asked that he elevate the case and get me a manager. Enter Juan, a young, pleasant-sounding guy stuck in a call center somewhere. I explained it all to him, and he says that their first priority is keeping me as a customer, so he’s going to do whatever he can to get me service. We were on the phone awhile, and the guy literally does everything he can think of, including calling stores and trying to jury-rig a workaround that will let us keep our service and get a local number. We thought we had something with Salamanca for a minute or two, but no such luck.

I was rooting for him. I was annoyed with AT&T for reasons listed above, but in the end the free network calls to relatives in Colorado plus the hassle of having to go get new service with another carrier spoke in favor of making it work. Finally we gave up, and – get this – Juan canceled our contract, so we don’t have to pay the kill feee. I don’t remember him making that offer until after my little consumer reporter speech – J/MC professor connected into two markets’ worth of muckrakers, hmmm, maybe more trouble than he’s worth? – but when push came to shove Juan did the right thing.

I’m stunned. The guy was helpful, nice, customer-focused, and he did everything he could to preserve the relationship with a customer. Up until this call I was ready to turn the flamethrowers on AT&T, but now I can see myself doing business with them again (although not without getting every verbal promise written down and signed in blood).

BTW, beware the Cherry Creek store in Denver. I can’t remember his name, but the rep who, ummm, left us with an inaccurate understanding of an apparently non-existent free-out policy, is a slick, very snappily dressed 20-something man of possibly south Asian heritage, and if I’m betting my money I’m letting it all ride on the propostion that he ain’t the only one who’ll pull this trick. I’m sure he’s a decent human being, but I would also advise all my friends to read the fine print carefully and get every promise they make in writing or on tape.