They know there is a problem, point blank. They admitted to it. What they're doing is a working strategy of playing dumb. Even if you escalate it they can either choose to keep playing dumb or they can isolate your incident say its limited to just you and offer you a refund to shut you up. Calling them is giving them all the keys. Play smarter, make a petition composed of gamer tags (from both xbox 360 and PS3), first names, date that they joined the petition and E MAIL adress to verify that it's a person. They can't isolate one problem if there are at least a hundred of us listed down as people who have had the same problems.