Bring it Back

Hi 

I am wondering about the Bring it Back Program and what options I have at the end of it? 

So if I bring it back ( my phone) does that guarantee me to get another phone/line with Telus? Does my phone have to be in perfect condition when I bring it back? What parts are they going to look at specifically? I tried calling for customer service and the long wait on the lines I did not get to speak to someone yet.