It's a shame it's come down to this, because at the core I do like you. Your plan prices are reasonable, you have unlimited data (if my phone could actually utilize all that w/o shutting off... it can't), and your store employees are generally nice. HOWEVER, let's chat math, shall we?
I bought my HTC Hero in June of 2010 from you. It cost me around $100 on sale when I signed up. However, it quickly lost all real value when the Evo came out. So... I think you got a fair shake getting rid of it. In fact, I'm sure that's why the salesman tried to sell me on it in the first place. I've used it happily for all these months, but now, in order to get my email to sync I have to hard reset it every 3 weeks. It's NOT manageable, nor reasonable.
Monthly, I pay $8 for insurance. Plus, if I file an insurance claim that's $100 deductible. SO, to replace my phone with a refurbished replica, which would still be so outdated people laugh at me when I bring it in for service... that will cost me 8*16 months = $128 + 100 = $228.
If I'd like to trade the exact same phone in to your buyback program... you'll give me $25. A $223 difference in value depending on who is holding the phone?