First yes the Tech did activate the software for the trailer package.
My car has VIN 6400 range, and It did not appear to have the correct bumper either that my tech was expecting when he initially tried the install a month ago. It actually took two appointments to get the hitch installed. On the first appointment when my Tech, who is the Lead Tech for my area, took off all the bumper cladding, he told me I had the wrong bumper for the hitch assembly. He then put everything back on and reached out to Houston who has done a number of these retrofits and ultimately Fremont for clarification.
I just spoke to my Tech again this morning asking about the question about incompatible bumpers, he said that it used to be that you had to have a specific bumper to accept the hitch assembly, but now the hitch assembly is designed to replace the existing bumper Try and have your service center reverify by inquiry about the retrofit. Apparently your Service Center is are going on old information. If you run into a roadblock PM me you SC contact and I will try and have my local Tech reach out to them.