AT&T has been drawing the ire of many of its customers, especially those with big monthly bills for their iPhone coverage.  AT&T has been late on bringing some key functionalty of the iPhone to market--namely MMS and the ability to tether the iPhone to a laptop for wireless connectivity.  Add that to those AT&T subscribers who have complaints about the basic phone service for their iPhones, and you have what sounds like a brewing customer revolt.  

AT&T's response provides an interesting case study in customer relations.  The company put a PR employee out in front to explain the problems.  Here is "Seth the Blogger":

Does this diffuse some of the tension out there?  Maybe all that matters is that AT&T gets the service up to speed.  But Jackie Huba writes at the Church of the Customer Blog that the company forgot to say two very important words.