This user reports problems he has with exchanging a broken iPhone:

We bought an Iphone at the AT&T store on East Kellogg in Wichita, Ks. on Thursday, May 7th. The phone didn’t seem to work right in phone mode and quit working 5 days later.We returned to the store today and wanted to exhange the phone. No deal. We’d have to send it to Apple. AT&T sold us a defective phone. Both Apple and AT&T said it was our problem to solve and neither stepped up and said, “We’ll take the problem and make it right.” So, we were so disappointed in their lack of customer service, we decided go just return the phone and get our money back. We were charged a restocking fee of $29.95 for a defective phone. I hope you don’t get it. The funny thing is Apple offered us a brand new phone for $29.95. The AT&T’s policies stopped them from simply giving us a new phone. But, once we returned it we could have bought another phone from AT&T and only been out $29.95 - the same amount Apple wanted. Long story short, we moving on to another phone and phone company. Stay away from iphone. Our advice.

This reader and iPhone user complains about Apple not offering a subsidised phone after theft:

Signal and disruption with iPhone and AT&T frequent.
AT&T and APPLE have a contract that does not have provisions for theft. Therefore, even if the theft is reported. Apple on purpose has a contract in place which forbids consumers to get the intro price. Consumers have to pay full price of $399 + . Apple again if people recall had to apologize when they initially gave $100 rebates to consumers which upset the customers that were the first wave. APPLE cares very little about their customers. The media packages is mandatory so customers are forced to pay over $70 a mo.

Quote from an iPhone users on the ringtones:

I’m absolutely disgusted about the ring tone situation. Any other phone and you would be able to make a custom ringtone and would come with free software to create ringtones from your songs. why can’t you do this with the iPhone? I’m not ever going to spend money to buy software to do it or buy duplicate songs when I’ve already paid for my songs when I bought the god damn albums for them! Not in this life or another life. I’ve had this phone for 3 days, count them! Three blimming days. Apple are obviously money grabbing bastards. Beware the lack of customer service!