Great video! I am of the "If it is working, don't mess with it", school of thought. Why would I want to update the firmware? What benefits would I see, if i did? Thanks!
As an owner/manager of a few businesses, I learned early on that customer conflicts were best resolved by using empathy. The CARDINAL rule was to NEVER make it personal! It was just business. It sounds like this GM violated that rule. Just my 2 cents.