[lkillen]

In cases like this, we have to be sure the angst is finding its way to Sprint/HTC. You may think your "one small voice" in the wilderness does little but au contraire. I recently left manufacturing. We developed yield management equipment for the food processing industry. Since we seldom heard back from our customers, we assumed they were all happy.
When we woudl get an Email of letter, it was passed around to all the powers that be, board room meeting were held and action items were listed. It became a crises!!!
I would have to point out that it was only once customer in thousands but maketing felt that one customer probably represented a majority. The belief was that is they took the time to contact us, they were really unhappy.
I would call around and survery a small base and sure enough, it was an issue.

The point being is that very few make direct contact so when you do, it really counts!