Service With A Scratch

About a month ago my phone (an HTC Touch HD) started to behave oddly, often not having reception in residential areas and not being able to make calls or send text messages even when it did. Being used to fluffy (l)user support calls I gave it some time and eventually compared the reception of my phone to my friend's HTC Diamond Pro. The reception of my phone was undoubtedly, markedly worse so I started the returns' procedure, which apart from an amusing email ("The quotation has been resolved... Don’t worry, we’ll keep you fully informed.") and phone call ("What does 'The quotation has been resolved' mean?... This line's very bad... isn't that a bit of a problem for a call centre?") went smoothly and my phone was picked up and fixed under warranty, without question (despite the fact I'd bought it on eBay) in 5 working days. However the screen has been scratched and the unlock code wouldn't work as they'd changed the main board and hence the IMEI number. So I called them up again (I have to say that it really is a lot more pleasant and less stressful to speak to a native English speaker) and again they agreed to take it back to fix it without question, they will even collect it this very afternoon. So I am left with an overall sense that HTC offers good service, despite the fact that if their phone hadn't broken in the first place, and then hadn't been scratched while being repaired I wouldn't have had to go through their returns procedure, no matter how quick and pain-free it is.

UPDATE