Read Derek‘s post on how bad AT&T customer service is. Obviously better training of reps is needed.

How does AT&T respond to these types of issues.

What happens is a company like AT&T is so big they have a hard time ensuring high quality, but they are also too busy figuring out new ways to generate revenue.

AT&T pay attention, even though you have an exclusive in the US for the iPhone, the time will come when your tactics will not