> Damage caused by the customer isn't covered by any warranty anyway
Exactly. We charged the guy for what he did. We gave him 'sa' access to the database and he tried to burn us.
I think you may be assuming people act rationally? They do not. Most will but you will always get 'that guy' especially at scale. People will lie about what they have done. Or not even realize what they did goofed things up. In my example the guy was asking us to pay them back for defective software (millions of dollars). Right up until we proved he had broke it on purpose. I later found out he did it on purpose (confirmed by former coworkers of his 'he likes to mess with vendors'). He was not even alone. At least 3 other people tried that trick on us at different companies.
Most service requests are 'easy'. Small tweak/reship and off you go. But someone who has really broken something can be as easy as 'ship them a new one' to weeks of trying to figure out why a device has suddenly started acting out of spec. That means at least 1-2 people working on something for a period of time. That costs money.
> I'd be really surprised if the number was more than 1 in 100.
It is the time you have to put into looking into why did you end up with a defect that is not a defect. The margin on some of these IoT devices is in the couple of bucks range or smaller. You have to dedicate 2 guys for 3 months to figure out what went sideways can eat the entire profit margin of the whole run.
I was just saying I can see why a company would withhold the info. I did not say I agree with it. Especially for things that are out of warrantee. I think companies are using it to basically have no support and basically leave what would be a decent customer hanging and hoping they can covert to another sale. There is no 'one reason' there is a list.