I read the OP's transcript as he was frustrated - could he have tried to be a bit more polite, I suppose. The CSR knows what he/she is getting into (or should) when they take that kind of job and while that doesn't excuse anyone to be a jerk, in the grand scheme of things, this chat isn't that awful as complaint/support calls go - plus, it was typed, it would've been much worse over the phone.
But...even if the OP could and should have been nicer, why are so many of us excusing Microsoft for implementing what is a far from perfect system? I love Microsoft stuff and have more of it than I probably should but, IMO, they've stumbled badly with Xbox Music and those of us who pay should not let them off the hook (or any developer who releases things that clearly aren't ready for prime time. Its a bad habit that we, the buying public, have let too many companies get away with for too long.