This post is a bit late, I must confess, but I'll post it anyway.
Last week, I was using my LG 5450 to download a game from my mobile provider (MotoGP actually), and after doing so, my cell phone simply stopped booting up. It would restart over and over, and over. So I took the phone to a local Telus storefront, and I was told I had two options, either give them a $75 deposit to have it fixed, or buy a new phone for $149.99 and up.
I personally thought this was crazy. I bought a game off their service, and the phone they provided me with stopped working. I ended up going home and calling Client Care from home, to explain my frustration. After speaking to a representative, I explained I really needed my phone for school, work and other assorted things, and how I thought it was very unfair for Telus not to take responsibility for their inaction.
I ended up convincing the representative to provide me with a $250 credit towards a new phone, a complete waiver of any handset swap fees, and an extension of my contract on a 'new customers' only promotional plan. I was so happy, so impressed that Telus was able to help me when I truly felt lost. I ended up going in the next day, and picking up a LG 6190 Fast-tap, and switched to the no-longer available, Super Talk 15 plan.
I think beyond the phone, the plan is the best thing. It's going to save me hundreds of dollars over the next three years. I went from a bill ranging from $45 to $60 a month, to a bill that is going to range from $25 to $35. The great part, with the new plan, I actually get more daytime minutes, and free caller-id, which I was paying for with the previous package.
Thank you Telus. You saved yourself a customer.