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I think what I have just learned via chatting with tech support, is that HTC does not have a program that supports researchers working with their products. I have just been told that the standard program of repairing broken gear under warrenty applies to professionals alike.  As a medical imaging researcher, this is un-heard of. Is there no one in new product development who supports, for example, saving lives as a priority over game playing?

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, these requests typically fall under Enterprise support which has separate support channels. Depending on your hardware platform, there are even warranties which specifically cover repair and swap out services with dedicated support. The consumer customer service route is not intended for enterprise and medical professionals. Please shoot me a private message with a description of your issue and your contact information and I'll connect to the right channels. 

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