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The reality is that there is no cell phone carrier worthy of Apple (I know that sounds cocky, but seriously think about it). Apple is massively dedicated to innovation. American cell phone networks aren't innovative. Apple had to force AT&T to agree to the mail innovation. Think of it this way, would you blame Apple if your cable internet sucked? Of course not. Apple is the software and the hardware, it's not the service provider. AT&T is to blame 100% for crappy plans and poor customer service.
As for the software, I suppose that's subjective. I think it's perfect the way it is, and as a Mac user, customizing the thing doesn't make sense. It's like you drive civics your whole life, modifying them like crazy to squeeze as much out of them as possible, and you finally buy a Porsche and you don't need to modify it.
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