HTC came good for me
Like many others, I commented last time about the poor service I was getting from HTC.
I feel I ought to comment again now my issue is resolved. I finally managed to speak to someone in the Customer Care team who actually did seem to 'care' and despite him having little more information than the others, at least he took ownership of the problem and called me when he said he would (if not before). As soon as he did that, I was less concerned about the delay and the time taken - a lesson for the others I spoke to! A week later, my issue was resolved.
As a nice touch, my wife received an upgraded replacement phone which goes some way to make up for the farcical initial communication.
They need to improve communication greatly, but hopefully they'll get it right in the end.