I came to trawl these forums precisely because of this problem. In fact, this is the second time my V2020 has been in for repairs. The first time, the modem needed to be replaced and it took a week. This time, the USB2.0 stopped working and they decided to replace my motherboard.
The job was marked urgent. I finally called them two weeks later, only to be told they're waiting for the parts. AND NO ONE THOUGHT TO TELL ME!
Complaining to the local people does not seem to be useful. Does anyone have the contact information for some sort of head office we can lodge complaints about their satellite offices with?