Wipe and upgrade
HTC aren't reading, probably too busy releasing new phones, as you say.
It's just unbelievable that installing an upgrade involves wiping the phone. If this was, say, ooh, *Apple* then there'd be a flame war going on right now about how piss-poor Apple's software developers are.
But no, this is HTC and Android, so it's OK to insist that users find some way of backing up all their stuff first. For most non-tech users with an HTC Hero, Android=HTC=Android. Once you've wiped all their data because they didn't or couldn't back it up, you've perfected a way of putting them off HTC phones and anything else tagged with Android for life.