Well, the guy was great - his english was so-so.
Very professional and followed up with an email - even offered to stay on the phone the whole time through the install if I wanted... (!)
But uh, they didn't solve the problem.
It was clear that he was getting help from others, and/or from the knowledge base.
He basically told me to do this; Hanging at 62% when you upgrade from Windows Vista to Windows 7
But no dice. To tell you the truth, after going through all of this, I looked at the setupact.log and I honestly think it is just taking my system HOURS and HOURS to get through the install. There must be something weird going on, so tonight I will let it run all night and see what happens.
The reason I am thinking this is that when I manually stopped the upgrade after five or so hours, the log file did not show any errors and was at 59% on the last part (not 62% like the known error).
I'll update the thread tomorrow.