No its a genuine claim, i have a TYTN II which i dropped whilst getting out the car then stood on it, not happy as it has 100s of numbers I use on the phone, I use it as a sat nav, blue-tooth the lot. They just want the model up from the TYTN II i would say HTC to be fair, it so they can make sure i get a fair price. It was factory unlocked bought out of contract so will need similar set up as that.