Lol, it’s even better: just took the bike for a little spin to see what else it had to say for itself and discovered that the front derailleur shifts down beautifully, but no longer shifts back up again. So I took in a 2 x 11 bike, and they upgraded it to a 1 x 10 for me. Lucky me.
Perhaps the extra premium platinum service would have got you the 11th gear.