You're seeing that right. That is the official Xbox Twitter account sending out a tweet to the Xbox Support Twitter account asking them for help fixing their new Xbox One.

4] Contact Xbox Support It’s recommended and always a good idea to contact Xbox Support if having issues on your Xbox console and after you have tried all possible solutions and fixes you’re ...

The Xbox Support Virtual Agent is available only for Xbox Insiders at the moment, where they will see the Support Virtual Agent on the “Contact us” page on support.xbox.com.

If you got an Xbox One today and your disc drive isn't working, Microsoft has no answer for you yet—they say to contact their customer service people for help.