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.