How is that an "excuse"? There are a lot of iPhone 4 customers who didn't find the iPhone 4S a compelling enough model to update to, who are waiting for the next generation to come out before locking themselves into a new contract. I know many people in the same situation as me, personally.
I've never had any issues with AT&T and if I had to update to the 4S I would go with AT&T because data speed matters to me. This is why when I upgrade next, assuming that the next iPhone will have 4G LTE capabilities, it will be with Verizon (who has a much more advanced LTE network than AT&T.)
Insulting the help isn't winning friends... I saw little value in upgrading to the 4s as well, except for the opportunity to purchase an unlocked iPhone, finally.
I've had issues with AT&T sporadically since I have had them. One that plagued me for years was that their 'micro-cell' wouldn't work right. If I roamed into, or out of, the 'cell' created by the device, I'd lose the call. EVERY TIME!!! It was driving us nuts... I was at the AT&T store many times, and even the Genius Bar. Now, after popping my 'toy budget' for six months, and getting the 4s, the problems have disappeared. No longer do I have to sit at the end of the driveway to save my in-process call from being booted.
So upgrading has been 'interesting'.
Lately I am getting the old 'no ring, and no idea you missed a call unless they leave voicemail that causes the phone to chime' shtick. I am familiar with that one from an earlier phone...
As for Verizon: I stood in their showroom once, the only person there, for over 20 minutes while sales people buzzed around as if I was invisible. I don't want them to wash my feet, but acknowledging me as a customer with a question, someone seeing me, would have been damn nice...