As in 'im'

Rico says that AT&T has a corporate slogan:

Except, of course, when they're presented with a real problem, like his recently purchased MicroCell that won't work because it thinks it's still registered to someone else, then they don't want to rethink anything. So Rico gets to find someone to cart him to the local AT&T store (since he bought the thing while visiting his friend Kelley in Massachusetts) and con them into swapping it for another one. Oh, fun...