I'm not here to complain abou the service problems, the dropped calls, the capacity issues, the poor communication, the pricing, etc. The company has done a terrible job on the customer service and customer satisfaction fronts with Apple customers. Consumers may be fundamentally lazy, but we have a very long "brand memory". We will remember for another decade all of the problems and frustrations we've experienced, and end up not trusting them all that much. The one thing the company could be doing right now, aside from spending billions on new cell towers, backhaul capacity and the like is to be filling up the "goodwill" bank account by providing kick-ass customer service and being an honest and transparent company. This bank account is worse than empty, its deficit is as bad as the United States's chit with China. 

When VZ and TMO are able to provide service to the millions of Apple customers out there, there will be an iExodus. It won't be instant, but as we roll off contracts, or get too fed up to go on, the contracts that they rely on (they don't start making $$ on iPhones until 2 years in from what I understand) will disappear. We'll try TMO, VZ, Sprint, etc. just to see if life can be any better, and as long as its not any WORSE, we won't be back. Not for Voice, Wireless, TV, or any other business they are in/or enter. So over the course of a few years, the playing field will level out and AT&T will be left in a General Motors like brand situation. Their network will rock, they will have a shitload of capacity, maybe even the best 3 or 4G performance out there -  but no one will care, and few will be lured back. 

Case in point - I've talked to a bunch of new iPad owners who all chose not to wait for the 3G version because the thought of paying AT&T any more $$ was upsetting. At least AT&T is being smart about the model for the iPad (no contracts, month to month charing), but this is exactly my point. Is it too late? Probably not, but they need to act fast - and that is not exactly the company's forte'.