[Hero, G2 Touch General] bonneHero:
Here is the rest of the story. Including the happy ending ;)

• 7th October. Received email from Brian X saying that “I am sending this message to ensure that you are kept up to date with the progress of locating a replacement device for you. At this time the delay is due to a lack of appropriate devices which will be able to access your carrier's 3G network on the same frequency bands as your current unit. Again, I can assure you that efforts are still underway to locate a suitable replacement. I will continue to keep you up to date with further information via e-mail, as it becomes available.”

• 22nd October (30 mins) Called HTC to find out the status of the replacement phone. I spoke to Angie X. She told me that Brian X had gone for the day and put me through to supervisor Tania X. She didn't know anything about my case and couldn't tell me when I could expect the replacement to be sent. She said I should call back the next day when Brian and Krishana would be in to talk to them. She told me that the person dealing with my case at corporate headquarters was Jim X.

• 23rd October (60 mins) Called HTC to find out the status of the replacement phone. I spoke to Eric and he told me that Brian X was not available again! He said that he was on another level of the building and could not be contacted by mobile phone. He eventually put me through to Krishana X who said they were still trying to resolve the situation and could not tell me how long it would take to send the replacement phone. She appologised profusely but did not offer anything in the way of a resolution to the problem. She said she would send me an email that I could reply to (not from a bogus address) and would talk to the corporate office and the warehouse to see if they could help resolve the problem.

• 23rd October (15 mins) Called HTC corporate headquarters using the number I found on the website (+1 4258619174) and found the extension of Jim X (who is the head of customer service). I left a message asking him to call or email me back about the situation and explaining all the drama I was going through with the warranty repair centre.

• 26th October. Received an email from Krishana X from the bogus address. The email stated “Per our conversation, we apologize for all the inconvenience you have been caused. We are currently working with our headquarters to resolve your case. We will send you confirmation once complete. You expressed you wanted an email address in which you could converse with us oppose to calling. Please access htc.com/US. Proceed to click on "contact us." You will have the ability to send us email correspondence. Please add your case # XXX to any communication you send.” Again the email address is bogus (from htcamerica.com which is owned by the Hollywood Theatre Company)

• 26th October. I attempted to send a message to HTC using the online web-form and received an automated response. I then later received a human email response telling me that they would forward the message on to Krishana X for me. This email was from a no-reply address.

• 5th November (15 mins). Called Jim X again and left another voice message as before. Still no response.

• 5th November (23 mins). Called HTC warranty repair centre and spoke to Andrea X. She read the notes on the case and told me that Krishana X had sought approval for a replacement phone (again) on the 25th of October. Neither Krishana nor Brian were available to speak to.

• 9th November. I sent another message to HTC using the online web-form and again received an automated response (ticket number XXX).

• 10th November. I received a (partly) human email response to the web-form telling me “We have indeed been working to resolve your case. We will be contacting you soon with results.” which is not very helpful. However this time the email had a link where I could use an online system (contactus.htc.com/wFrmMailLogin.aspx) to respond to them. After nearly 7 months I have finally been given a means to communicate with HTC without having to wait on the phone at midnight.

• 10th November. I replied using the web-based ticket system explaining that I expect more of a response than simply “We have been working to resolve your case”.

• 11th November. I received a response via the web-based ticket system (and a notification email) from Chris telling me that he spoke with Brian X and he assures me that the case has been escalated to corporate headquarters, and that they will be contacting me directly regarding the case.

• 11th November. I responded via the ticket system that I have been told the same thing for 15 weeks about how corporate headquarters were working on it and they still haven't contacted me.

• 12th November. I received a response from Chris via the ticket system telling me that he understands my frustration, and that he has assurances from corporate office that the replacement phone is being sought and that they will contact me.

• 12th November. I responded via the ticket system that I demand to be contacted immediately by the corporate headquarters to get this sorted.

• 13th November. I received a response from Chris via the ticket system telling me that my message will be relayed to corporate headquarters.

• 16th November. I respond via the ticket system with a message addressed to Jim X saying that I demand to be contacted and outlining how many times I have been promised contact from corporate headquarters and received none.

• 17th November. I received a response from Chris via the ticket system telling me that my message will be relayed to corporate headquarters.

• 23rd November (42 mins). Called HTC warranty repair centre and spoke to Nikki. She told me that Brian doesn't come in until 9:30am (which is 1:30am my time). Spoke to supervisor Nicole X again and she said she would speak to him about it again and that I should expect an email.

• 23rd November. Called HTC again, but was told by April X that Brian actually wasn't coming in today and that I should call back again another time.

• 23rd November. Left another message with Jim X at corporate headquarters explaining the situation and giving him my email address and phone number

• 24th November. Recieved an email from a no-reply address from Brian X saying that he has no additional information for me, but that he assures me corporate headquarters are working on it.

• 25th November. Received a very nice and honest email from Jim X using a regular email address that I can reply to. He offers to send me a Nexus One to replace my phone along with a few accessories.

• 25th - 1st December. A few emails back and forth with Jim X about the precise model of phone, shipment and power adapter plugs for the charger. This is the most convenient, direct and useful communication I have had with HTC to date.

• 1st December. I received an email from HTC about the shipment with the Fedex tracking number.

• 6th December. New Nexus One phone delivered, along with desktop dock, car dock and a few different charger plug adapters. Finally, after 7 months to the day, I have a working phone again.