I can't say for 100% sure but I'm pretty sure that XPL customer service is just plain poor. I tried to contact them about a pen I got that said "burning" and I received a rely on improper English script. I'd say you couldn't add enough zeros to this chance of a refund.
0.0000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000001% chance of refund.
I did end up getting a refund. May or may not be because of Sta's (Starmute's?) help.
(Grateful either way, Sta :yh