Dannp112,
You don’t need to worry about venting as that is what we are here for, well that and to answer customer’s queries. 
To be honest there is a couple of the faults that could be linked including battery life, the device getting hot and even some latency.
However before we can do anything you will need to send the phone away for a free of charge warranty repair so that our engineers can look at repairing the device in the first instance.
If this still happens after the repair please let us know so we can look at this in more details for you.
James
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Hi Daniel
I can understand your concern about being without your phone.
As you are within warranty, we do cover the repair of the phone. Outside of a warranty, this would be chargeable. I'm afraid the warranty doesn't allow you to have the phone exchanged for a new one.
The insurance you pay for covers you for loss, theft or accidental damage to the phone, which wouldn't be covered under your warranty.
Having insurance with us also means that, should you arrange your repair through your local store, you'll be entitled to a loan phone (subject to availability). So you won't be phoneless while we fix it. 
Thanks
K
Hi dannyp112,
I understand that this is difficult due to your personal circumstances however we are very restricted to what we can do due to our own company policy.
When it comes to a fault with the phone we do offer a free warranty repair service so that you don’t need to go through the manufacture directly who also wouldn’t give you a phone to use whilst your phone is in for repair.
As mentioned above, as you have insurance on the account you would be able to get a loan phone to use and the store would be able to transfer all of your data from your faulty phone to the loan phone using the RED Box service that we offer.
As with any electrical equipment faults can appear which is why a warranty period is offered and we must follow the guidelines of the company and the manufacturer when it comes to a faulty phone.
Also if it was that we replaced the phone it would mean that we would then have to pay for another phone for you (£400 - £500) with no way of recouping this cost as we would not be able to see your old phone once it was repaired.
James
Hi andyspragg,
Unfortunately unless it is recognised by HTC as a major fault then we are only able to go through the normal warranty repair process as we would have no way to recoup the cost of exchanging each phone to a new one, especially as the normal price for a good phone these days is always around the £500 mark.
As this issue would be covered under warranty then a free of charge repair would be your first step in getting this resolved which can be arranged through us or through HTC directly.
James
Hi dannp112,
To address your questions first:
1) We can offer you a loan phone (stock willing) via any of our stores when you send you phone in for repair. This service is exclusively for customers with insurance on their account. Those without insurance will still have access tot he service they pay for via the SIM card which doesn't need sending away.
2) We are unable to swap the phone for a different make or model as this isn't covered in the manufacturers' warranty. If the repaired device develops another fault, we will repair it indefinitely within the warranty period. Contrary to popular belief on the eForum, there is no '3 strikes' system in place.
While we may not pay retail price for the handsets, they are still very valuable devices and are certainly not cheap for us to swap out. A standard repair alone costs around £70 each time one is booked to cover servicing, courier fees and for the staff who handle the repair each step of the way from the call centre/store right through to the repair bench. We offer this complimentary service where some other networks will ask you to approach the manufacturer directly instead.
Cheers, Ben
Hi phil_harrison,
Thanks for sharing. The ballpark figure to arrange and deliver a repair is circa £70 on average. Vodafone claim these costs back from the manufacturer themselves and most other networks would refer you to HTC directly instead of doing the repairs in house. If you'd prefer to approach HTC about an alternative handset, this is something you can take up with them. Your handset warranty is for 24 months, so unlike iPhones you'll be covered for repairs for the full 2 years.
If you'd like to discuss ways of getting another phone away from the manufacturers warranty, you're welcome to email my team directly to talk about options using the instructions I've sent via Private Message.
Cheers, Ben
