I did do an update ( and it took 4 days from the UPS guy picking my phone up until I got it back. The support from HTC UK was fantastic but (and this is a huge but) it had nothing on my iPhone 3g exchange I did with the local Apple store.
I literally took it in after booking an appointment with Apple, the genius looked at it, went out back and swapped it there and then. Never before has a company resolved an issue in such a non challenging way as my exchange went with Apple.
I'll go read your followup. I suggest a link on the original post to the followup. If it's there, I missed it. Sorry.
Agreed on Apple exchange policy. My first iPhone (2G - first day) had its speaker die on it after about 15 months. I had Applecare - just walked into the Apple Store, 15 minutes later walked out with a "new" one. Not sure that that long after they'd been out I actually got a factory fresh one, it surely was a refurb(?).
That said, Apple has the advantage of a retail presence set up for that kind of thing. HTC, with the Nexus One doesn't. Advantage Apple, obviously.
I suspect Apple has such a generous and easy repair policy for a few reasons:
1) they're a premium priced product marketed to people who expect that sort of warranty service.
2) Apple products, in my personal experience, tend to be of poor build quality, despite assertions to the contrary by most fans. Perhaps I am just unlucky, though. I detail my >60% failure rate with Apple products in this post in another thread. No one would buy another Apple product again if they weren't easily fixed/replaced with that kind of failure rate.
But we're kind of drifting off topic at this point.