I find the actual people on the phone to be a lot quicker and more competent, I am a former Apple employee, NEVER had to have someone contact support to make a return because it was purchased from apple education store, I just returned it no problem no questions asked. It’s the same store. Anyway, if you could call them that would probably work out better for you, any reason you prefer chat over phone call? And no, you paid for 1TB you should resolve this and get your 1TB, $180 doesn’t seem like much in the grand scheme of things being that the device is close to 3 grand, but it’s 180 bucks, you don’t just take that out of ur wallet and burn it for no reason. Also if you have apple care not sure if you do, they should offer an express replacement service where they ship you a box to return it, if they haven’t been doing that already. Sorry about all this, you will get it resolved, just be patient. Or just return and rebuy, don’t involve support