I was a frustrated Xbox 360 owner. Long story short, I had 6 Xbox 360 since launch that needed to be replaced, 4 of them due to poor quality control with the refurbished units (only 2 fell victim to the overheating issue). I had already purchased an extended warranty, beyond the extended one Microsoft provided. On the 6th repair, I was insisting on getting a new, not-refurb, unit. I escalated the call as high as I could, to where I was given a special phone number and extension for a case worker of sorts.