I spoke too soon. Once I'd received my phone back for the second time, still scratched, I wasn't so happy with HTC's service. I am even less happy with their service a day later when neither of the two people who've promised to get back to me have done so, and I still haven't received any emails regarding the next pick up.
Apparently they have two problems. My phone is regarded as still in transit, despite the fact that I have it in my pocket, this means that they cannot open a new support call. Also they have just discovered that they cannot make outgoing calls, to people such as the transit company/department to ask about why my phone is reported as still in transit. Presumably this is also why no one has called me back, though why they didn't know they wouldn't be able to call me back is anyone's guess.
Incidentally I have found that the best way to get through to someone quickly who will be able to hear and understand you is to dial 01279 206906 and then choose technical support, option 2.
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