AT&T have recently been sending out letters offering some wireless customers a free Cisco MicroCell™ — a letter they can redeem at a local AT&T store. I believe they’re doing this because AT&T want to buy loyalty from good but wavering customers. I was one such wavering customer, except I did not come by my free AT&T microcell so easily. Many subscribers got unsolicted letters for a free microcell. I had to argue for mine.
Here’s how to do it …
Long story short, politely report all your signal problems into the drones at Customer Services. Log new calls for every occasion your signal is weak — presumably at your home location since the microcell is only going to give you a thirty foot diameter improvement in service (half of that outside the window you must install it up against). Conduct all the tests Customer Services asks you to, make all the reasonable changes they request of you. Decide whether to ignore holding the iPhone gingerly with two fingers and to only answer calls while standing next to a window.
Don’t bother asking Customer Services for a free microcell, they won’t give you one. Don’t argue, they can’t. Keep the conversation civil. They may even recommend that you buy a microcell and offer you some sort of a rebate/incentive to do so. Politely turn them down. Why should you pay AT&T more money to get the service you’re already paying for? Just make sure they’re writing up your problems in their systems. Logging your signal problems is the real objective here. Cross check next time you call. Give their engineers a reasonable amount of time to re-tune their local cell antennas to your benefit. Keep your own record of dates, times and signal problems reported — and the changes you were asked to make and did.
Install the free iPhone app AT&T Mark the Spot and use it to report signal problems — especially when you’re at home.
When all of that effort doesn’t yield a solution, call AT&T’s President. His office. Ask for somebody on the Executive Response Team to call you back. They will. Try to be available when they call, they’ll only call three times. Your call back will likely go straight to voicemail, so mention what time(s) you’ll be available to take another call. Seriously consider giving them a number other than your iPhone if you’ll be home when they call: If the signal is poor the call may go bad. Explain your case. Ask for a microcell free of charge. Politely remind them you now have the option to switch to Verizon and that you’re doing all you can to remain a loyal AT&T subscriber. They’ll check into their call logs. If your case is solid, you too may just get a microcell free of charge, promptly delivered by next day service!
So, what’s the President’s office number? Try calling 1-866-751-5784*
*people report in comments that the original numbers quoted here no longer work — Eastern States call 877-707-6220 and Western States call 800-498-1912.
Don’t bother asking Customer Services to transfer you to their Executive Response Team nor to the President’s office. They claim to have no knowledge of the former nor the number of the latter. Don’t bother threatening to cancel your service. It’s a pointless threat. They run you through some scripts, take notes and — if you’re lucky — you can get small credits for service problems. That’s all. They’re not authorised to do much else.