I will start by saying that I was a Cingular/AT&T customer from '99 to '07 but dropped them because of bad Customer Service. I dropped them and went to Verizon just because I wanted to make a point but came back only two years later for the iPhone 3G. When I upgraded to the iPhone 4S, I was charged twice for the activation fee which irritated me so I called to see if they could adjust my bill. Without even asking, the CS rep took both charges off and was very pleasant. Let's hope that this is a trend and not the exception.