VPN issues

I'm not having great experiences with T-Mobile. They sent me to a nearby store with an appointment. I went there to try to return the home internet device. The store said they were an independent T-Mobile store and I had to go to a corporate T-Mobile store (which fortunately wasn't too far away). The people at the corporate T-Mobile store were trying to be helpful. I don't think they'd ever seen the Home Internet device despite the fact that they advertise for it in the store. They told me they can't receive the device back in the store, but that they could help me print a shipping label and maybe find a box to ship it in.

Then the people in the store had to call T-Mobile customer care (which isn't a fun experience for them, either). After over 30 minutes on the phone with T-Mobile customer care, they passed the phone to me to talk to them. Now I got someone trying to talk me out of returning the home internet device. They asked which VPN I used (Global Protect) and said that firmware revision 168 works with Global Protect (apparently the newer version 178 that I have is worse). So they asked if they could downgrade the version in my device to 168 and try the VPN after that. They said it would take 2 hours for the downgrade and that they'd call to follow up.

Here I am 3 hours later and my firmware hasn't been downgraded. I called again and they said ideally it takes 2 hours and confirmed that the ticket had been submitted, but he said the changes usually take place between 2 AM and 5 AM Pacific Time. 

What a mess. T-Mobile really isn’t prepared to be selling this product.