[uwean]

Here's my workaround for HTC repair issues - it's worked quite well in the past.

This works for more serious issues than a crack in the plastic housing - such as the problems that could arise if/when that crack gets progressively worse. For example, my Mogul had the infamous burn-in spot on the lower left side of the screen. Now blow that out of proportion by saying that it's caused by a chip overheating under the screen, or by faulty manufacturing design that led a component to constantly press under the screen. Voila - you have due cause for a replacement. That's how I got a free Diamond. Or, for example, you have a phone's keypad stop recognizing presses, or type more than 1 number per key press. Also due cause - that's how my wife got a free Diamond. They key part of this is, have a damn good reason for why your phone no longer fulfills the purpose it's sold for.

So, without further ado - Uwean's Get-you-a-working-phone Method.

All HTC phones carry a one-year manufacturer's warranty, meaning your phone should be protected from manufacturing defects and flaws for one year after initial purchase of a new phone (not refurb). Unfortunately, since HTC is a Taiwanese company, they don't really do any sort of servicing or warranty service on a regular basis. In fact, it's ridiculously difficult to even get a hold of their warranty service department, not to mention actually get something repaired.

However, my advice is to call up your service provider, tell them that you have a device that's less than a year old that has proven to be defective, and ask if it would be possible to replace it.

Case 1: They say "Sure!"; you win.

Case 2: Hang up. Call back a half an hour later, and ask to speak with either a manager or retentions. When you get a hold of someone more senior than the average CSR, tell them that your phone has suffered a problem due to a manufacturing defect, assuming that you can reasonably argue that your problem is such a defect, and not clearly a problem due to abuse or mishandling of the device. Then go on to tell them that the device is covered by the manufacturer's warranty until XX/XX/20XX, but that since the manufacturer is based overseas, due to the need to ship the device to the manufacturer and back, this would leave you without a cellular phone for a period of 3-4 weeks. Then go on to say that the manufacturer recommended requesting that your service provider replace the defective phone, since they would be able to return the defective unit to the manufacturer and would be less inconvenienced than the user.

At this point, ask the manager/retentions rep to replace the unit as per the manufacturer's recommendation.

Case 2a. They say "Sure!"; you win.

Case 2b. Follow that up with the argument that it is ludicrous of the service provider to expect you to remain a loyal customer when they're basically expecting you to continue to pay for service for a month during which you wouldn't have an actual handset to use with their service. Inform them that, as a customer, you rely on your service provider to provide consistent service, and that returning the device to the manufacturer would, in practice, be a month-long disruption of your service. If such a disruption were to occur due to a network outage, it would be an outrage and you would be fully within your rights to expect to be let out of your service contract. Tell them that, if they are placing you in a position to be without cellular service for an extended period, that you would like to be let out of your contract.

At this point, they will probably offer to placate you with a discount on a phone. Don't take it, since they owe you a working unit of the same sort as the one you paid for. Keep at it, and you're likely to get it. If they call you out on it and offer to close your account, tell them that you'll have to first open a new line with a competitor so as to have seamless service (be sure to drop in a specific name, and maybe say why you think they're better). Then, email the same argument, but more eloquently worded, to E-Care or do an EECB (google it) to Sprint and/or HTC.

The bottom line is: if you have a valid complaint (and not a BS one), you can probably get a favorable resolution as long as you play your cards right. That's how I've gotten quite a few phones for free - because most phones can't even stand up to a year of regular use. I got my diamond in September of last year, and now I have a weird oily pattern within the LCD. It's like an internal element broke open, because it behaves like a liquid between two planes when I put pressure on it. The screen still works and displays correctly, but if it gets any worse, I'll have to get it replaced. Probably right around when the Touch Pre or Diamond 2 comes out... <.<

Good luck and happy hunting.

P.S. - To get a replacement, you might have to renew your contract. Whether that's worth it or not is up to you. I have the discontinued SERO plan, so I have no problem being under contract =D