Where do you draw the boundary between code and hardware? System code has become more like a firmware. Vendor sees it as device, not as code + hardware. It's like a TV or a cassette player. There is no code. You can bring your content and "play" it. Any additional ability that you build on your own (you want the cassette player to play DVDs?), would void the warranty. But you can buy a DVD module from the vendor that is made to fit into your cassette player.

In reality, what you are expecting is, to be able to use your common tools to modify the device. But the vendor uses some weirdly shaped screws for which you don't have tools to work with. That is the real complaint.