HTC and LogMeIn are working on a new Rescue system for HTC devices. The beta version of the application is on its way and needs to get carrier approval to be available on the locked handsets. The Rescue system provides remote control of your device saving it from various bugs and troubleshooting.
Previously when the customers were facing troubleshooting on their phones, they were required to write to the customer care. Here the experts had to work out a simple version of bug fixing and only afterwards provide a solution to the customers, which had to be simple enough for them to easily go through the steps. The only alternative option was a software update, which is not that comfortable to use when only a few devices face an issue.
Presently all this is in the past. The remote system allows the enthusiasts to solve the issues even without the need of involving the customer in the procedure.
Are you worried about the privacy of the device? It will not be a problem as the specialists will work only if you allow them to use your phone information. As for the procedures requiring something more private than the phone info the customers will be informed about it.