HTC Service: No Longer Funny

So I sent my HTC Touch HD back for the third time a week ago. Usually by this point I have had about three emails giving me some useless, meaningless, but I now realise still reassuring, information. I called today as I am going on holiday tomorrow, and I don't really want it delivered while I am away. The first call made me wonder if they had just lost it. The phone that is. The guy said that it had been delivered but that "delivery had failed" and then asked if it had been collected. Well yes. He didn't call me back. The second person tried to call the repair centre while I was on hold. When they didn't pick up he explained that they might be on a break, and would I like him to ask their secretary to get them back in from their break. Not especially. He also couldn't see any record of my request to not have the phone delivered until I'm back from holiday. He didn't call back either. At 5 I called back again, and finally was told that my phone was "on hold" due to the fact that I hadn't replied to the email that I hadn't received. Apparently I needed to answer some question, which she couldn't tell me, but she would email the repair centre, which by this time was closed, who would email me the question again.