"By essentially separating customers clamoring for cheaper upgrades into two groups — those who are now eligible for the cheaper iPhone 3G S prices, and those who are still out in the cold — AT&T’s made a big mistake. “The first rule in crisis communication is ‘Do no harm’,” said Lawrence. “But now it’s reignited the issue by picking winners and losers."
~ AT&T botches iPhone 3G S upgrade price concession, says expert
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