(explain about abandoning hope, selecting a new architecture, then stumbling across a fix in the craziest of places - Outlook!)

Cite the many recent MCE patches rolled out. The good - they fixed it. The bad - I got there before they did.

Finally mention (one more time) that XP may be an upgrade. None of this, though, seems to have hurt Microsoft, as they continue to see dramatic growth in revenue and profits (but not stock price). 

Highlight emphasis on customer support is not to make it cheaper (outsourcing, time on clock) but to understand when it occurs, and make those reasons go away. Microsoft, instead, has changed how they do it so that they charge for customer service, taking away the economic motivation to eliminate it.