Hi all, hope this is in the right section! First of all my phone developed a fault. Called HTC and explained it, they said it will be collected the next day (14/01/15) by UPS. Brown van turned up as expected and collected the package after scanning it. Me thinking 'OK, about 10 days for my phone to return' Checked UPS tracker next morning (16th) and saw expected delivery 16/01/15 by end of day although the only event on the tracker was the collection scan. That night checked again but tracker had not changed. Left it another 24hrs before checking again - no change. Contacted HTC, was told that it was still in transit. I told them to look at the UPS tracker themselves but was still told by them it was in transit. The next day gave HTC both barrels, phoning and online chat demanding answers as my phone should have been on the repair bench by then. Eventually got an "Escalation Manager" on the phone. Let off steam down the line at him for a short time until he admitted that there could be a small delay (his words). He told me an investigation would be raised with UPS which would take 8-10 days but I was promised regular updates. There were no updates but my phone turned up at the repair centre on the 29/01/15. No explanation as to where it had been for the two weeks it had been missing. Now it gets interesting About 4 days after it arrived I had an emailed invoice from HTC for ''out of warranty repairs'', £124.33 inc delivery and labour. Puzzled as phone was well within warranty. Rang them immediately to find out why I was being charged for a warranty fault (camera stopped working). "The charge is for parts not covered by the warranty, being LCD screen and digitizer" "Why a new screen? there was nothing wrong with them it was only a camera fault" "When the engineer opened the parcel he saw the broken screen and put the phone to one side. An incoice was then generated for you. repairs are on hold until you pay" After much to and fro from one 'customer service' agent to another and through a few managers I got absolutely.....nowhere. Anyway, still not happy, paid the amount as I wanted my phone back. Tried phoning UPS UK customer services and my local depot demanding answers about how my phone got lost and where it was for 2 weeks when lost but their agents dont care and didn't even ring back to me when they promised to. Had a quick google and found some useful email addresses - CEO and Head of European Operations. HaHa!! Nice long email starting with an apology to them for having to contact them directly but explaining my experiences with the UK staff, following with detailed explanation about my phones journey including having to pay for damage that happened in transit. Nice email from Corporate Customer Relations expressing apologies and asking for a copy of the invoice. Called HTC - ''We cannot send you an invoice but one will be sent back with the phone"(the online one disappeared when it was paid) Received my phone back on 24/02/15 - just over a month from when it was sent. Emailed the invoice to the person who contacted me and 4 days later the brown van was outside with an A4 sized package. looked inside - a cheque. For $124.33. Correct numbers but wrong symbol. Close but no Hamlet. Emailed said UPS Corporate person pointing out the difference between $ and £. Nice apologetic email today with news of a second cheque winging its way to me with the remainder of the American equivalent of £124.33!! Could not fault UPS Corporate department for their service but I bet someone this side of the pond is getting their arse kicked Thanks for reading.....Only just found this site and picked up a few hints already":-)