[Nexus One General] mixxy:
And here is the RESOLUTION

After not hearing back once again, I decided to call in to HTC Corporate head offices once again and since I had spoken to Mr. Huang in the legal department, he had forwarded my concerns to the person 2nd in command of all the HTC America CS. Under Mr. Black.

After I explained the whole situation to her (involving me just explaining for about 10 minutes). She apologized once, and said that she knows the apology does not help as I have been apologized to a thousand times earlier as well. She said that she will do something for me right away.

She said she would have a device shipped to me overnight and a brand new one at that. She said that she was absolutely shocked and astounded after hearing about everything that had happened and that she would launch a full investigation to determine where the system broke down to ensure this does not happen again. She noted the names and case numbers provided by me and all the threads/groups created as well, and she said that she would likely be much angrier than I was in the situation, and legal action would have been a very applicable possibility.

Today at my door was a brand new Nexus One. Although it seemed like it was not new, the device felt new and is perfect so far. I have tested it briefly and it seems to be working really well for now. For my trouble she also threw in a few goodies.

MY REFLECTION

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While I sincerely appreciate the help that was FINALLY provided to me after 3 months, this situation should not be overlooked. The truth of the matter is that not every consumer has the ability or time to constantly stay on top of their cases and call back, day after day, week after week, to not get any updates.

Through my own due diligence I was able to get into touch with someone at the HQ for HTC and finally get the matter solved. Every average consumer may not do so. Only after HTC had received formal notice of legal action, directed specifically to their legal department, only then were resolutions expedited.

Most end-users will (99% of the time) deal directly with the call centers at HTC. That is their first response unit for consumers and if they fail at that level, and then again at level 2 (supervisors) and level 3 (escalations teams) then the image of the company has sunk in the eyes of the consumer.

While I do appreciate the help and am satisfied with the outcome of the matter, I am not satisfied with how long the matter took, and how many people had to be contacted to get the matter resolved. Furthermore, the matter was not resolved through the actions of the call center team, including the highest level supervisors, rather through my own actions and proactive approaches.

Every consumer should not have to create facebook groups and threads on forums to get the attention of these corporate giants.

I can say one thing for sure, I will think many times before purchasing another HTC device after this whole mess, and whether the readers of this thread choose to believe this or not, many others who have read this thread will also think twice before sending in their devices or buying new devices from HTC.

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Lastly, I would once again like to thank everyone for their comments/advice/concerns and opinions during this tough time.