One vocal and visible critic of AT&T service, TechCrunch blogger MG Siegler, thinks acknowledging holes in service and outreach might be able to quell at least some backlash for the brand. “It’s enough for a certain percentage of people,” he said. “A lot of people complain about Comcast, but when they get someone person-to-person reaching out, a lot of people feel better, even if it doesn’t actually serve long-term problems.”

In other words, trick people into thinking your service doesn’t suck.