Chose this store because I have dealt with Metrotown store and received good customer service there, but didn’t feel like going all the way out to Burnaby. I was having a bad day, I was in a hurry and maybe the sales person was having a bad day two. We didn’t hit it off, and on a couple of occasions I thought about walking out the door before finishing the transaction, but I didn’t.

I had a 32GB iphone 3GS. I was not asked what size 4G I wanted. I expected to get a 32GB 4G (makes sense that I wouldn’t want to downsize the storage unless I asked to?). At no point was this a topic of conversation in the store. It wasn’t until I got home and hot synched the phone that I realized I had been sold a 16GB…

Called the store, got voicemail and left a message. Called the next day, voicemail again. Went out of ton for a few days, called agin when I got back. Voicemail, no returned call. Finally got through to store manager; she told me that it was an Apple policy not to accept returns on iPhones. Told me to deal with Telus and/or Apple directly. Called both, both laughed and said that was not the case. Telus offers a 14 day exchange/return… But because this company is a contracted dealer, the stores policy is what I am stuck with. After several emails and phone calls I am stuck with a 16GB phone that hardly fits my iTunes library, never mind some photos and apps. The sales clerk also kept the packaging for the case that I bought, so no returns on that either…

Be forewarned; no returns or exchanges on any Apple products (iPhones) at this store. They may not tell you this in store, but it’s printed on the backside of the invoice. I’ve taken my complaint all the way up to the VP and he will not make any exceptions.

My last dealing with Telus was via a company called Apex Communications in Downtown Vancouver. They usually do corporate but there was a guy there that was awesome. Held a blackberry torch for me and delivered it to me and set it up on the fly. Had everything ready for me so it only took like 15 minutes to do. Great service and I’m happy to pay the $20 swap fee to have everything taken care of when it is done with a smile and efficiently.

I went back in yesterday to buy a phone (HTC Desire HD, $29.99 on a contract), and I made an “offer” (I suggested $150) on it, a two-year warranty, Otterbox, and car charger, all on a three-year contract with the insurance as well. The guy in there (small, young guy, probably Yang), told me there’s no way they could give it to me for that price, saying that the phone, activation, and warranty would be over $160. When I brought up that I could activate the phone online for free, he disagreed and said I had to do it there. Then he made it sound like he was doing me a favour by throwing in a car charger, while charging me $200 for everything else… on a $30 phone.

I ended up calling Telus, and because I’m an existing customer, it should only be a $25 “swap fee” if I get the phone activated in store, and free online, but they offered to waive it in my case. I’m going to Richmond Center today to try them, so hopefully I’ll have better luck there.

As for using the SIM card… Apparently, after you’ve had a phone on a plan with Telus for at least 90 days, they will sell you the unlock code for $50 and you should be able to use it with any provider. I’ve never looked into jailbreaking before, so I don’t know the normal costs, but I suppose Telus wants in on that. I’d rather get it directly from them though, rather than paying some guy to dig around in my phone.

I just dealt with Apex downtown Vancouver, and they are exceptional with their customer service. Fantastic communication and sales service at that location.