There could be a number of things happening here-- I don't have the knowhow to judge whether they did everything they could or not, but the attempt seems reasonable to me, and if you have to mess with settings that much on an Apple product, something is wrong. They also say that Apple had to go into the back room to get the Airport Extreme, so it's conceivable that they grabbed the wrong one-- except that CW claims the box itself said Gigabit.
So something is screwy here-- is it possible that Apple shipped Gigabit Airport Extremes that weren't actually Gigabit?
Update: Looks like it was just a faulty unit, as CW updated, and apparently the second unit worked fine. Anyone else having problems with theirs?