Are the split fiction Xbox X crashes even being investigated?

It's coming up on 2 months since I downloaded SF from a pre-order and I still can't get it to play. I've done everything suggested in forum posts including game update to 1.40, reinstall multiple times, cache wipe multiple times, full system wipe and reinstall, and then just patiently waiting for a patch that I'm starting to think won't come.

Just tried to play again today and it lasted about ten minutes before a jarring instant power-off with full system shutdown and controllers that remained on and unresponsive.

My question for EA or Hazelight or community managers or whoever is: is this even being investigated? Or should I just try to get a refund?