Man you are lucky! I triedto get my MS Points back from the offline gameplay thing, and they aremaking me fax a receipt from my orignal purchase to prove I actually own a 360... I don't have my receipt for some reason, which is costing me money for a new controller and losing the free money from the arcade thing.
The trick is to be pleasant and escalate. After about a twenty or so escalations you will speak with someone actually in the USA. Mention extremely misleading and possibly illegal statements in the game and your refund should take about 10 minutes to appear on your account. Do not accept no as an answer. If you get someone in the US saying it is beyond their abilities than continue to escalate.
The normal customer service has no ability to refund you at all so don't spend more time than you ahve to being pleasant (so they want to escalate you quickly) then say that you understand it is out of their abilities and that you will have to talk to their manager.
Also keep a sheet of paper near by and get a number AND name to get back to someone you talked to along the chain. If they tell you they are not the publisher then explain that they are the distributor, that the product was sold in your state and that if a retail store did this they would have to refund your money.
This works well on most phone-tree-of-dooms with a little modification. You may feel like you are a jerk the first time you do this, but this is an important skill to learn in the modern era. Many people hear one no and give up their claim and they will assume you will also.
And for replacement consoles just use your old reference number. By fact that you sent in the console they have record of your purcahse etc and will refund the points quickly...already done this a few times for my cousin.
That monkey is going to pay...