I has problems with my HTC Sensation so a courier came to collect it for repair, I followed the instructions on the phone and email and then received my phone back 5 days later. However, the back of the phone was not returned and after speaking to customer services on several occasions including once to a supervisor they have told me I have to replace it myself. They accused me of not following the correct procedure when I have done, I have the emails to prove it. After speaking to a member of customer services and a team leader I felt that they did not have the knowledge needed to help solve this problem. If my problem is not resolved in good time then I am willing to take legal action.
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