I don't really think Twestern needed to explain himself, but that aside I also don't think he failed to explain it well enough either. Pretty simply concept, really, for anyone who has ever sent a console in for repairs. You cannot just send your machine in and expect it to be fixed. You actually have to talk to someone to know where you'd even send it, first and foremost. And I'm fairly sure that was said plenty of times.
OT: While this is all very anecdotal evidence, if it turn out to be true I'd bet anything MS has a massive lawsuit in their future. Even agreeign to fix all of their mistakes at no cost to the customer is not enough to make up for repeated offenses against their customers in this manner. They had better hope this is an isolated event, or else their goose is about to get cooked. Hell, even as someone that wants to see them "languish" in third place for the generation I can't say that I wanted to see their 65nm units fail.
You do not have the right to never be offended.
