You can only have one gamertag associated to any given email address for XBL. I have two kids that I had to create email accounts(gmail) for just so they could play on live. Then there are the instances of people opening new accounts with different gts. I have NEVER checked either of my kids emails. So there are cases where the one "real" email account is useless.
OT: No matter how anyone tries to justify MS' customer service shortcomings, IT STILL SUCKS! Just admit it's horrid and hope that it gets better.
Again, this is not a customer service issue. It is, if anything, a design flaw, but the same is used for PSN and other services.
Ring O Death=Good CS?
The RRoD is not related to CS. It is a hardware failure. However, Microsoft has done a great job to ensure that the CS dealing with RRoD is top notch and painless.