MS is not getting the message, and probably never will.
There seems to be a point in the evolution of big IT companies where they start treating customers as a commodity. They don't mind cheating/robbing/insulting their customers 'cause their corporate culture says that they are abundant and easily replaceable, so the big company -MS. in this study case- screws up too often. This particular Xbox SNAFU show that u-turns aren't enough to regain customer's confidence, as the public now is aware that they can't trust MS, and that any 'good' u-turn they perform now will probably be reversed in the future, when -supposedly- the public isn't paying attention.
Also, if you edit my former paragraph and substitute 'customers' with 'talent' - i.e. techies- you get the other side of the equation, that relates closely to Windows 8 and other similar SNAFUs. As 'talent' is commoditized it loses weight in the company's technical decisions, which is a sure way to disaster.
When both circumstances apply, the company in question becomes a dying husk, that is slowly devoured by its internal parasites, the money men, the bean-counters, the lawyers and its own management. It may take many years, but it's quite obvious MS will never recover from this.