I got an instant reply; "please hard reset your device", that was all I got. I said "this doesn't help, please escalate", I hate it when tech support just tells you to reset to factory config then closes the call, lazy idiots. There's massive variation in competence at HTC's tech support, I've had one good one, one bad obstructive one, one terrible phone call, and this latest one was just lazy.
I called their tech support line and spoke to a woman who could barely speak english, who told me to go to the "main menu" (what main menu?), select "view" (there's no such entry on any menu), then wanted my IMEI number (which you're not supposed to give out), then my phone app force-closed and cut me off. She also told me repeated to check the "menus on the PC to make sure they are correct" but couldn't give me any detail on what she meant... Woeful.