For those of you that haven't read my initial posting on my unsuccessful attempt to receive a refund for a bad streaming movie experience through Zune via Xbox 360 please do so if you want to understand the entire story. I am adding this information to the story partly because it is amusing and partly because I really can't believe that one hand does not know what the other does, or can do, at Microsoft in these situations. Everyone says they are empowered to assist the customer but in fact, no one is. The same night that I spent two plus hours on the phone with support I also fired off an Email via the xbox.com site. Today I received a response from Kyle at Microsoft Support, here it is in its entirety...
Thank you for contacting Xbox Online Support. I'm Kyle and I am more than happy to assist you today.
I understand how you feel. I just imagine how better it can be your guest entertained using your Xbox and you want a refund for unsatisfied quality of video. I would definitely feel the same way if this will happen to me too. No worries, rest assured I will do my best to assist you on this.
Generally, we highly recommend you to call us at 1800-4MYXBOX so that we can process your refund. Our higher tier have the tool to reverse and refund your microsoft points for this. Since there are personal and payment or billing information that we need to verify in order for us to keep your account safe / secured at all time.
Though this will be investigated but rest assured your concerns will be covered once you call in.
Thank you so much for your understanding and we appreciate your patience.
For any issues connecting to Xbox Live, you may also use our http://support.xbox.com/en-us/pages/xbox-live/troubleshoot/connection-issues/default.aspx
If you need to reply to this e-mail, please reply 'with history' (include any previous e-mail) or reference to Service Request Number so we can expedite our service to you.
Thank you for visiting Xbox.com. If you should have future questions on Xbox products or services, please be sure to revisit our Web site as we are continually adding information to enhance our service.
Microsoft XBOX Support Services
Thanks Kyle, I appreciate your support and more importantly, your excellent grasp of the english language. Ok, that was a shot, but I am still without my refund. Maybe Kyle will make something happen here. A customer can only dream.
Have a great weekend!