David-Pogue opens his talk with a musical number about the trials of customer support, then launches into some sharp commentary on "The Software Upgrade Paradox" ("Improve a piece of software enough times, you eventually ruin it").

David-Pogue opens his talk with a musical number about the trials of customer support, then launches into some sharp commentary on "The Software Upgrade Paradox" ("Improve a piece of software enough times, you eventually ruin it").
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