I was one of the first to get an Xbox 360 when they came out, paying way more than I should have. I had problems with the console right out of the box and after weeks of haggling with their normal customer service department, I was contacted by their escalation department. Within a week, my problems were solved and they sent me a bunch of free stuff (games & controllers). Fast forward two years, and I'm having the same problem. I emailed both Bill Gates and Kathleen Hogan(Corporate Vice President, Worldwide Customer Service, Support and Customer and Partner Experience) yesterday...

I was contacted within twenty-four hours from the escalation department and a new console is on its way.
In doing a little bit of research, I figured out the email addresses for both and am providing them for your loyal readers. The link I am including will also provide the entire corporate teams names and titles.