The advice you were given was pragmatic and meant to get you back up & running quickly, which is usually desirable when your net access is downor your config seems irreparably broken..
If you're really that upset then simply ask for a refund and move on, but I've worked with other firewalls in the past and I've had upgrade problems with ALL of them at one time or another. At least pfSense isn't a black box and you can poke around and make changes that might fix whatever issue you have. Try doing that on most other firewall appliances. I upgraded a Mikrotik 6 months ago and it blew away ALL of my configuration, including a complex QoS config. That's not to say that the 2.4.4 upgrade could have gone a little smoother, but that nothing is perfect.
If you have a problem that can be reproduced then log it to redmine and they will fix it.