Xbox One: Installs and Always Online

With E3 only a week away I thought it pertinent to talk some more about the Xbox One. I've already talked in depth about the reveal itself and what I thought Microsoft is actually trying to accomplish with the strategy it seems to be using so far. Since the reveal there has been uproar, confusion and now the internet has returned to a relative calm again, but I'm sure the waters will become turbulent again in just a few days. Before that happens I think I'll recap some information and my thoughts on the issues that got everyone riled up in the first place.

No need to worry about scratched discs anymore

Firstly lets start on a positive, or at least I see it that way; mandatory game installs. If you didn't know Xbox One will force you to install any game you want to play. Personally I already install whatever game I want to play to my HDD, this results in quicker loads and better texture streaming just for exercising a couple of minutes of patience once. If this process is now guaranteed and all users will be forced into this practice then developers can take advantage of this and improve the graphical fidelity of their games by coding them with this increased data transfer speed in mind. In what I thought to be a surprising move Microsoft will also use this install  to make your games playable without the need for you to have your disc in drive. Now it's not a big thing to get up off your ass and switch a game disc, but things for the end user have now been simplified again. This results in a new problem however, one publishers have been struggling with for years on the PC - authentication. Now obviously they don't want someone to buy the game, install it and then just pass the disc around to their friends - giving everyone access to a game one person bought. This leads us to one of the things the internet seems to be really down on - always online.

Use that Ethernet port, or the inbuilt wireless, just get it connected. It's not really that big of a deal.

Much ado was made about the Xbox One's supposed need to be always online. To me this is a non issue, my Xbox 360 is always online, as would most serious gamers I would think. I think this is just the way of the future, more and more devices will be always online, not less, and when a huge part of a devices feature set is online then it more than makes sense to try and incentivise this. Your PC is always online, your phone is always online, your laptop and iPad; they all offer services that require a connection. The internet is slowly becoming new technologies life stream. The Xbox One will offer a huge amount of online functionality, not the least of which is multiplayer gaming but add to this the new achievement systems (more on that in another blog entry), augmented TV, internet browsing, background updating and (if the hype is to be believed) cloud computing then online is pretty much mandatory anyway.

What about the user? As always the internet is prone to assumptions and great exaggeration while seemingly refusing to use any critical thinking. Something an exec says gets taken verbatim and applied as a blanket statement over everything. That brings me to what seems to be the widely accepted fact that you'll need to be online at least once every 24 hours otherwise your Xbox One might as well be a big black brick. This comes from a comment that was made in regards to how the Xbox One verifies ownership of games. To make sure you and you're friend aren't both playing the same game, your Xbox One needs to report to a server. Say you don't have internet for whatever reason, or you're away from internet access and you just want to play some single player you're stuffed right? Well I don't know what's officially been said but there seems to be an easy answer here; if you aren't able to be authenticated online you must have the disc in your drive to be able to play it. Easy right? That's the way your Xbox works right now, and this is the exact way DRM is managed on the Xbox 360 right now. That's right, your Xbox 360 has DRM and the way it's managed is widely accepted and is fairly reasonable.

When you download something on the Xbox 360, you get a license for the console you downloaded it on, and the profile you downloaded it with. This lets any user play the game on the original console, and it lets you go to a friends house and play the game there if you bring your profile. If you're being nefarious about it you could have a friend come over, buy a game with their account on your console giving you access when they leave, and then they go home and redownload it on their own console and their profile license would let them play it aswell. Lets think about how this would work with the Xbox One. You install the game onto your console, if it's online you can play without a disc, this is your profile license. It gets authenticated online and you're good to go. If you aren't online you must have the disc in, this would physically authenticate that you own a copy of the game this would be the console license. As you can see this is very similar to the way your Xbox 360 works now. This could also lead to a situation where two people or profiles could use one copy of a game to both have the ability to play it and I think that's where the problems arise. Microsoft obviously doesn't want this to become the norm, with two people basically buying half the games and sharing. They want them both to buy all the games, this is why they are sticking with their story so far and claiming online authentication is mandatory.

There will obviously be a way to play games while the system is offline, you'd be crazy to think otherwise. Microsoft doesn't want to alienate their customers and run the risk of losing sales. They are working on a way to reveal this while hiding the fact two people can share a game, with the caveat of one person having to be offline. By convincing everyone that they have to be online they lower the chances of people being able to share a game like this, they will then reveal a way that people can play offline and spin it in a way that won't immediately make people think they can share a copy of a game. Of course this is my theory, and I have no concrete evidence yet, but I'm putting it in writing now to be either proved wrong, or to point back at it in the future with a bit I told you so.

Again E3 is just around the corner and there are a few more Xbox One speculations I'd like to address and speculate on myself so expect Xbox One ramblings over the coming couple of weeks. That's it for this post, let me know what you think and leave a comment below. See you guys later.

Xbox One Reveal Thoughts

We're going to do something a little different that the normal review today. The Xbox One was announced last week and I refrained from making any real comments about it because there was a lot of conflicting reports on a whole range of issues. I wanted to get most of the details ironed out before I would commit a few thoughts to paper just to make sure the opinions I had were based on actuality and not something that wasn't a reality. I've got a lot to say so there will be more Xbox One features leading up to E3.

I'm digging the new gamepad. The new analog sticks
and the D-Pad look like improvements.

The big reveal was much maligned and disparaged by nearly everyone everywhere I went on the internet. I couldn't really understand why. That's a lie, I know why, it's the same why behind nearly every goings on in the world - people are self centered, selfish and arrogant as a whole. I'm not trying to insult what seems like nearly everyone on the internet but if they would take the time to step back and look at the reveal objectively I think it was pretty successful in what they were trying to do. This was a nationally televised conference in the United States and as such Microsoft wanted to reach out to the every man. This was not a reveal for the gamers.

Everyone complaining about the Xbox One is deep into games. They love them, it's a major part of what they do with their free time and they enjoy it. Microsoft knows this audience, they know what matters to them is games but lets face it, games are still looked down upon by most of the mainstream. Games are seen as a waste of time, and gamers are still maligned as geeks, nerds and social incompetents. Microsoft has since come out with the lofty sales goal of 1 billion console sales, which gamers have reacted to with bemusement, seeing it as proof Microsoft have gone batty and they would have, if they were targeting gamers. A quick look for Xbox 360 sales figures found that 77 million were sold worldwide, well short of the billion mark. Looking at their 1 billion aspiration and the previous super popular console sales number, you'd be forgiven for thinking that Microsoft might be losing their mind, but then remember the Xbox One reveal.

What's more mainstream than TV?

That's right, they weren't targeting gamers. They know most gamers will buy an Xbox One or an Playstation 4, and that's a battle they probably think they can win at a later date, say E3. This reveal they were targeting the mainstream. This is the first time anyone has seen the console, and they are televising it nationally. If they come out and reveal the console as just that, a console, the mainstream market will nod, put it in their collectively looked down upon console box and won't give it another thought. If they come out and reveal the console for something the mainstream market can use and position it as such, with games being a bonus feature, then all of a sudden they're a lot closer to that 1 billion sales mark.

Bundling a motion controller device with the new Xbox One
may be a play to recapture more of the Wii buyers.

Do I think Microsoft will hit their 1 billion sales mark? No, probably not, but they're fighting in a much larger area now. Collectively the sales for Playstation 3, Xbox 360 and Wii console total under 300 million (with the Xbox 360 and Playstation 3 both selling around 77 million each while the Wii reached 100 million). Now some people bought multiple consoles, and the Wii sales were mostly to people who don't buy consoles and the Wii ran away with it. I think Microsoft saw this and thought "Wii killed it by selling to the mainstream, and it was a dedicated games console. Imagine what we could do if we convinced the mainstream that this box enriches something nearly 100% of people do - watch TV, playing games is a bonus".

Now I hope I don't have to point out to people that companies are in business for one thing, and one thing only, money. Microsoft positioning the console this way does something they want - it gets their foot in the door for mass market adoption. This isn't guaranteed obviously and as such they need to be able to rely on their already established market to catch them if they fall. It's because of this that I find it funny people have been saying Microsoft has forgotten about the gamer. They need us, we're their safety net! They haven't forgotten about us - they're banking on us saving their ass if they fail. Obviously Microsoft has been putting the effort in to make a games console for us. They've been securing exclusives and trying to give us the best gaming experiences they can deliver. This just wasn't the time for them to show it to us, Microsoft knew this and tried to temper expectations. Microsoft came out and said before the reveal that it wasn't going to show games or talk to much about anything gamers would find particularly exciting and they're saving E3 for that.

E3 will govern if I return to the Playstation brand for the first
time since the original Playstation or if I forge ahead with
the Xbox path I've blazed the last 8 years.

Will this gamble pay off? Only time will tell, Microsoft obviously thinks they have a really strong E3 line up and maybe they do. Personally the Xbox One reveal was exactly that, they revealed a box, it's called the Xbox One. The other stuff they talked about did nothing for me. I learned a little bit about the console and learned a lot about how they are trying to sell this console to people that aren't me. E3 is coming and coming soon, and E3 is my time. E3 is when I make my decision on what this console holds for me. They will show games, people will be talking about games, and developers for the first time will be able to talk about working on the next generation of games a little more openly. E3 is games and games are what I enjoy, the Xbox One will play games, in fact, contrary to popular internet opinion, it's main focus is games. How they advertise the Xbox One to non gamers is just that, advertisement. Advertisement's job is to bend the truth and sell things to people that they wouldn't otherwise buy, and it's the mass market Microsoft is really trying to hoodwink here. The Xbox One is a games system and I can't wait for E3 to roll around so I can make a more informed decision on which game system is really for me.

Xbox Support - Serious Sam: The Second Encounter Email Response

I received this short email yesterday:

Service Request Number: (Edit: Removed)

Frank,

My name is Roderick with the Xbox Customer Care Advocacy Team. First, I sincerely apologize for any inconveniences that your downloadable content (DLC) issue may have caused you. Thank you for trusting our team; I want to reassure you the your downloadable content (DLC) issue is my highest priority as I work to resolve it with the highest quality.

I have confirmed that Serious Sam HD: TSE is not available in your region.  Although there are some add-ons or trials available, the actual full-game is not available in your current region.

We at Microsoft value you as a loyal customer of the Xbox LIVE experience . Should you need additional assistance, please reply to this email or contact us at 1-800-4MY-XBOX and reference the above service request number and I will be more than happy to resolve your issue.

Sincerely,

Roderick D.

Xbox Customer Care Advocacy Specialist

Customer Advocacy & Exceptions Management Team

Maybe Serious Sam HD: TSE has too many big spiders?

I can't say that I wasn't expecting this outcome, I was just hopeful for something more. It still doesn't address the fact that Serious Sam HD: TSE was advertised as for sale in Australia on the DotW. It still doesn't address why we are able to download the demo, or even see the game page for Serious Sam HD: TSE on the Xbox at all as any other game that isn't available here doesn't have a presence on the marketplace. Lastly what I'd like most is an explanation as to why the first and third Serious Sam entries are available for download in our region but not the second. Is it a publisher thing? Is there something in Serious Sam HD: TSE that isn't in the other Serious Sam games that our ratings board wouldn't have approved?

No matter the answers I guess the outcome is still the same; Serious Sam HD: TSE is still not available to download in Australia, but still confusingly has a Marketplace presence that they can offer discounts on but not actually sell it to us.

Xbox Support - Serious Sam: The Second Encounter

Introduction/Disclaimer: 

I'm just posting the transcript of the two chats I had with Microsoft Support on Monday and Tuesday due to me talking about it in a couple of previous blog entries. I have no problem with the Microsoft Support team and I think they've done their job to their utmost. I'm not complaining about the service I received as I believe everyone was courteous and tried to help and it looks like the situation may be resolved one way or the other.

I have edited small portions of the chat to add in some information or thoughts and to censor some private details. Edited portions of the chat will be (bold within brackets). Other than that everything else is exactly the same. The pictures spread throughout the transcript were the pictures I was asked to upload the second time I talked to Support.

First picture linked to in the Second Support Chat showing Serious Sam HD: TSE in the Deal of the Week 

First Support Chat, Monday

General Info

Chat start time                             May 13, 2013 2:47:48 AM EST

Chat end time                               May 13, 2013 3:59:04 AM EST

Duration (actual chatting time)   01:11:16

Operator                                       Eugene (Edit: and Ron)

Chat Transcript

info: “If your request concerns current problems connecting to Xbox LIVE, please close your chat session for now, as our agents don't have any more information. We are aware of the issue and will provide status updates at http://xbox.com/status. Thank you.”
info: Privacy Statement 
You are now chatting with 'Ron'.
Ron: Hello, thank you for contacting Xbox Customer Support. My name is Ron. How are you today?
Frank: Good, I can't download Serious Sam: TSE
Ron: Good to hear that you are good,I will do my best to keep it that way.
Ron: Thank you for bringing this to our attention.
Ron: To verify, that is the game,right?
Frank: yes, Serious Sam: The Second Encounter
Ron: Thank you.
Ron: When you try to download it, are there any series of numbers as error message?
Frank: it is currently 400 points off as it is part of the Deal of the Week and I don't want to miss out on this opportunity.
Ron: Got your point, I believe it was 800 points before. 
Frank: When I go to the game to try and download it it only offers the ability to download a trial instead of buying it. I downloaded the trial and when I tried to purchase it in game it gives me an error message with numbers, yes.
Ron: Thank you very much for the information.
Ron: Can you send me the code Frank?
Frank: Yes, one second. I'm loading up the game.
Ron: Thank you.
Frank: Status code: 800700E8
Ron: Thank you. 
Ron: Please bear with me while I check your concern real quick.
Frank: OK
Ron: Well Frank,This error status means is it only temporary and may not pertain to your payment or account information and upon double checking your account everything is smiling back at me. 
Ron: Have you try to test your connection?
Frank: My Xbox Live connection?
Ron: Yes.
Ron: In your console.
Frank: I don't think that is the problem, as I have tried to download Serious Sam: TSE before (a couple of months ago) and ran into the same problem. I have downloaded plenty of games since then, and played multiplayer games since then.
Frank: I can run the test if you'd like me to, I am also planning on purchasing Serious Same Double D XXL and have the ability to do so. I purchase a lot (over 100 so far) of XBLA games and never have had this problem.
Ron: Got your point. Give me a second to check everything tied to your account and the game so that we can make a best plan for it.
Frank: OK Thank you
Ron: Thanks for your patience.
Ron: Thank you for bringing this to our attention. As far as I want to help you
Ron: there is a specific team assign for this kind of issue. So the best way I can do for you
Ron: is to transfer you to our specialist team. I'll go ahead and transfer you directly so we can resolve the issue right away.
Ron: Please stay on the line  as I transfer you.
info: Please wait while I transfer the chat to the best suited  agent.
info: Privacy Statement 
You are now chatting with 'Eugene'.
Eugene: Hello Ron, please give me a minute to check the previous conversation.
Frank: Hi, it's Frank. OK, take your time.
Eugene: Sorry, I got confused with the name
Frank: No problem
Eugene: Alright, so Frank, you were getting an error code of 800700E8, correct?
Frank: yes
Eugene: May I know what troubleshooting steps have you done so far for this.
Frank: I've attempted to download Serious Sam: TSE on my Xbox a couple of times over the space of 3 or more months. Every time only the ability to download the trial was presented to me. I tried on Xbox.com and the same is true there. I have downloaded the trial twice, once in the past and once a few days ago and both times the ability to purchase it from within to trial was met with an error.
Eugene: I see, let me try to double check tha for you 
Frank: OK
Eugene: Can you please try to do these steps Frank.
Eugene: Please sign out any logged in gamertag, go to Settings, Storage, Hard Drive, Gamer Profiles, select your gamertag then select Delete then "Delete Profile Only".  
Eugene: After that, go back to Social, Sign In or Out, scroll right to get to Download Profile. Type in the email address and password for your gamertag.  
Eugene: And please let me know once you're done
Frank: Only on my Xbox or on other devices too?
Eugene: Just to your console
Frank: OK it's downloading now
Eugene: Alright, so you mean its working fine now?
Frank: No, sorry, my profile is downloading now
Eugene: I see, alright, let's just wait for that 
Frank: OK it's downloaded and I'm signing back in now
Frank: Should I try to download Serious Sam: TSE now?
Eugene: Please try to clear cache first for 3 times 
Eugene: 1. Press the Guide button on your controller, go to Settings, and select System Settings.  2. Select Storage or Memory.  3. Highlight any storage device, and then press Y on your controller. (It doesn't matter which storage device you select; the cache will be cleared for all storage devices.)  4. Select Clear System Cache. 
Eugene: Then please let me know once you're done.
Frank: OK, done
Eugene: Alright, so now, please try to redownload the game.
Frank: Should I delete the trial for Serious Same: TSE first?
Frank: *Serious Sam
Eugene: Yes please
Eugene: 0800 587 1102  and the operation hours 09:00-21:00 Monday to Friday / 10:00-18:00 Saturday & Sunday 
Eugene: No worries, that's a toll free number.
Frank: I still only have the option to download the Trial
Eugene: Sorry, please ignore the messages
Frank: No problem
Eugene: Please try these steps instead
Eugene: Delete any active downloads on the Active Downloads screen. 
Eugene: Delete any partial or corrupted downloads. To do this, follow these steps:
Eugene: In the Xbox Guide, select System Settings. 
Eugene: Select Storage. 
Eugene: Select the storage device to which you are downloading content. 
Eugene: Delete the partial or corrupted content. 
Eugene: You can identify any partial or corrupted content by looking for content that has a yellow triangle with an exclamation point. 
Eugene: Move to your Download History under Account Management.
Eugene: Try again to download the content. Delete and refresh your Digital Rights Management database, and clear your console cache. 
Frank: OK I'm looking through now, it's taking a while because I have a lot of content
Eugene: Alright, let's wait for it then
Frank: OK as far as I can see there is no games corrupted, I haven't checked inside all 350 of them for DLC or saves though. 2 of my Avatar Items were corrupted and I deleted them.
Frank: What will deleting my Digital Rights Management database do? I don't have everything I've bought on my Xbox anymore and wouldn't like to lose access to it. (Edit: Never got a reply to this, I hope I still do!)
Eugene: Great! so now, please try to follow these steps.
Eugene: Delete the Digital Rights Management database:
Eugene: From the Xbox 360 dashboard, go to the Settings hub, and select System.
Eugene: Select Storage, and then press the A button. 
Eugene: Select a storage device. 
Eugene: Select System Items, and then press the A button. 
Eugene: Select Rights Database, and then press the A button. 
Eugene: Select Delete, and then press the A button. 
Eugene: Select Yes to confirm. 
Eugene: Clear the Xbox 360 console cache.
Frank: OK I deleted the Rights Database and cleared the cache again.
Eugene: Thank you Frank
Eugene: Now, can you please try to see if you're able to download the game now.
Frank: I still only have the option of getting the trial
Eugene: Let me double check this for you Frank
Eugene: Frank, an additional issue may be your local network, they may have experienced an issue in transferring data. Are you using a router?"
Frank: I'm using a modem/router yes, but I've downloaded hundreds of other XBLA games with this exact setup. One just yesterday, Doritos Crash Course 2
Eugene: We should try directly connecting to your modem to see if your router is causing an issue.  Connect your Xbox 360 directly to your Internet modem and then retry the download.
Frank: The router is a modem/router combination
Eugene: I see, so you are using a gateway.
Frank: I'm sorry but I have a prior engagement that I have to go to. Is there a way to save this conversation for later. I need to leave but don't want to go through this all again for nothing if I recontact Xbox support tomorrow.
Eugene: No worries, I'll make sure to notate everything that we did so you wont be doing all the same troubleshooting steps again.
Frank: OK thank you Eugene. I have to go. See you.
info: Your chat transcript will be sent to (Edit: Removed)@hotmail.com at the end of your chat.
Eugene: You're welcome (Edit: I was running late and just left here after saving the chat transcript)
Eugene: Again,I do apologize for the inconvenience that has caused you.
Eugene: No worries, I have notated everything in the account now.
Eugene: You take care and have a great day!

Second picture linked to in the Second Support Chat showing Serious Sam HD: TSE in the search results 

Second Support Chat, Teusday

General Info

Chat start time                             May 14, 2013 12:11:41 AM EST

Chat end time                               May 14, 2013 1:15:36 AM EST

Duration (actual chatting time)   01:03:55

Operator                                       John Louise

Chat Transcript

info: “Please wait for an agent to respond.  You are currently '1' in the queue.” 
info: Privacy Statement 
You are now chatting with 'John Louise'.
John Louise: Thank you for contacting Xbox Customer Support. My name is John Louise. How can I assist you today?
Frank: Hello John, I can't download Serious Sam: The Second Episode from XBLA
John Louise: I see. Did you receive any error message, Frank?
Frank: I contacted someone about this problem yesterday and we were trying to find a solution for over an hour but I had to go out, he said he would make some notes or something so I wouldn't have to repeat the whole hour again if I recontacted you guys.
Frank: Yes I recieve an error message
John Louise: Oh I see. May I have the exact error message, Frank?
Frank: However the ability to download the Full Game isn't even visible to me, I had to download the trial and attempt to purchase the game through the demo to even get the option and that's when I get the error message
Frank: Status code: 800700E8
John Louise: Thank you very much for that information, Frank. Please give me a moment while I'm checking on this one. Thanks!
Frank: OK
John Louise: When did you try to download the demo, Frank?
Frank: A few days ago, I've deleted it now as it was requested during some of the troubleshooting steps I was following from Eugene yesterday
John Louise: Oh I see. So you already downloaded the full game?
John Louise: I mean before?
Frank: No, the ability to download the full game doesn't even appear to me
Frank: I downloaded the trial version before
John Louise: I see. May I have the link where you're trying to download the game, Frank?
Frank: I'm trying on my Xbox
John Louise: How about using the PC?
Frank: I've tried before and I actually get an option to download the full version there but I get an error
John Louise: I see. Can we try to download it again using the PC, Frank?
Frank: OK I'm looking at it now and I only get the option of downloading the trial again
John Louise: Have you already tried to download the full game before?
Frank: There's a button to the left that says "Try Demo FREE" but where there should be a button above saying Buy Game it's blank
Frank: I've tried before yes, once a couple of months ago and once a few days ago
Frank: I've downloaded the Trial multiple times, but it never lets me buy the full version
John Louise: Is it an arcade game, Frank?
Frank: yes, Serious Sam HD: TSE
John Louise: How many points did you use to purchase this one? (Edit: I got slightly annoyed here)
Frank: I haven't purchased it, I only downloaded the free demo, when I try to purchase it I get error messages
John Louise: I see one moment let me check this one for you.
Frank: The ability to purchase it isn't even available to me unless I download the free demo first and then try to purchase it from within that. Other games let me purchase them directly from the marketplace
John Louise: I perfectly understand that, Frank. Please give me a moment while I'm checking on this one. Thanks! (Edit: I was questioning his understanding by now)
Frank: OK
John Louise: Try this one, Frank.
Frank: Now it says "This offer is not valid in your region."
John Louise: Oh I see. That's the reason you can't download it, Frank. The game is only available in US region.
Frank: Why would they show it on the Dashboard in the Deal of the Week here in Australia?
John Louise: Did you try to migrate your account on a different region before, Frank?
Frank: I have Serious Sam: TFE, Serious Sam 3 and Serious Sam Double D XXL, all the other games
Frank: No I've never migrated the account
Frank: I've always had this one account, which is linked to the email that I've had for 15 years
John Louise: May I ask if where did you purchase your console?
Frank: Umm, JB HiFi I think, here in Australia
John Louise: Alright, one moment. Let me check it.
John Louise: Thank you for patiently waiting, Frank.
John Louise: You said a while ago that you can see it on the dashboard of your console, is that correct?
Frank: yes, it's advertised in the serious sam deal of the week
John Louise: I see. Can you send a photo of it so we can escalate this issue to our Advocacy Specialist Team?
Frank: also if I serch for Serious Sam it comes up
Frank: how would I do that?
John Louise: When you're searching it on your console?
John Louise: You can take a picture of that with your phone and upload it on this link.
Frank: yes, if I go to games, search for games
John Louise: Click here.
Frank: OK, I will do it now, do you want a picture of the Deal of the Week advertisement and the search results
John Louise: Yes, that would be a great help. Thank you very much, Frank.
Frank: OK I have taken the pictures, I'm just about to upload them
John Louise: No problem, take your time, Frank. Thanks!
Frank: OK, here is the picture of the Deal of the Week. Serious Sam TSE is in the bottom right http://tinypic.com/r/2ltiz9y/5 (Edit: this is the picture at the top of this blog entry)
John Louise: Thanks! Let me check that one.
Frank: This is the picture of the search results when searching for "serious sam". Serious Sam TSE is the second result found http://tinypic.com/r/295pg80/5 (Edit: this is the picture in between the two chat logs)
John Louise: Thank you very much for that information, Frank. Alright. Here's what we can do. I can escalate this issue to our Advocacy Specialist Team so they can investigate on the issue you're experiencing and fix this one. Would that be fine?
Frank: and this is the picture of what the actual game page looks like when I access it through searching or the DotW. It only allows me to download the Free Trial and not the full game. http://tinypic.com/r/25a42ok/5 (Edit: this is the picture below)
Frank: That would be fine but I really would like to buy Serious Sam TSE, and the Deal of the Week will change some time tomorrow. I don't want to miss out on the offered discount if possible.
John Louise: Don't worry I'll add it up on my documentation and our Advocacy team will work on it, Frank. By the way, this process usually take within 3 days. but they may contact you within 24-48 hours depends on how may issues they are handling. Would that be still fine?
Frank: yes that's fine
info: Your chat transcript will be sent to (Edit: Removed)@hotmail.com at the end of your chat.
John Louise: Thanks! May I have the email and number where our Advocacy Specialist Team may contact you incase they will need more information from you?
Frank: my email is: (Edit: Removed)@hotmail.com and no: (Edit: Removed)
John Louise: Thank you for patiently waiting, Frank. Here's your service request number (Edit: Removed). Please write this number down for your records. Our Advocacy Specialist team will reach out to you within 3 days. They will contact you via e-mail at (Edit: Removed)@hotmail.com so please also check your spam and junk folders. If more information is required to address your issue they will call you at (Edit: Removed).
Frank: OK thankyou]\
John Louise: Rest assured that they will investigate on this issue.
John Louise: You're very much welcome, Frank. So is there anything else I may help you with?
Frank: No that's all.
John Louise: Alright, thank you for your time. I really appreciate it. You have a Great day! Goodbye!
John Louise: Thank you for contacting Xbox Customer Support. To properly end this chat session please make sure to click the X button enclosed in a circle on the upper right corner of the chat window above the avatar. Have a great day!
Frank: Goodbye

Last picture linked to in the Second Support Chat showing Serious Sam HD: TSE as it appears for Australians

I'm hopeful that now the situation has apparently been passed up the chain something will happen one way or another. Maybe Serious Sam HD: TSE will finally be available to us in Australia, I can only hope. I'm still awaiting a reply and will update you if/when I get one. Leave a comment below!