...make money.... through providing excellent, reliant and reputable service for their customers.
Pretty much what you wrote there is not just M$'s problem, but most of America's corporate mentality today from what I've seen here.
It's like all the companies here totally dropped the "Serving" part and just focused on the "making money" part, forgetting that there's this bit in between called "Making the customer happy by providing excellent service".
M$ initially dropped that in favor of just making the publishers happy at THE EXPENSE of their customer base. They've had it all bass-ackwards, and I'm still not convinced they know otherwise right now.