OLEAN, NEW YORK -- 2 Year upgrade done in June 2011, IPhone 3gs, July phone stolen, NO insurance available at time of purchase. Reported, deactivated sim card. Needed new phone, went to local store told by sales representative that he couldn't get me a new iPhone because of the contract between Apple and Att, but if I waited 4 months a new phone could be given(purchased) by over riding the system at a new 2 year contract and pricing, again, had to wait 4 months. Waited the 4 months with a crappy old 5 year broken phone that semi worked. Went back 4 months later and no deal. They wanted to charge me a $250 early upgrade fee AND 1/2 the price of a new retail cost of a phone. (Was looking at $450-500 minimally). Told to call customer service and they could help me. I did, talked to 15 different people 5+ times (customer service reps) where eventually spoke with a "Peter", claimed to be "the manager" (which I'm not sure he really was). Explained the situation for the millionth time to him, told him that I just wanted Att to work with me because I have been a long time customer for over 10 years and if they really appreciated me for using Att and being a long time customer that they would "help" me out here. He was arrogant, cocky and just really didn't want to be bothered, I eventually told him that I would like to talk with his supervisor and he told me that there was no one above him, he was it and that this is the only option available, take it or leave it, I told him that obviously there is someone above him, whoever that might be and IF I had to call everyday to get a hold of them than I would. I just wanted someone to work with me. He hung up on me. Of course I had to call back, did get a very nice customer service rep, explained in brief summary and I got the "policy" explanation of Att. NO ONE WOULD HELP ME OUT. I can honestly say that I really expected to pay something but NOT $450-500. Bottom line, THINK TWICE about using them. They don't care about any of you!