Be sure to read the top comment where someone who claims to have worked for the company provides some inside information.

In my experience, this is quite common when the development of hardware is viewed as a cost center and is outsourced to various providers and teams. Those providers and teams churn a lot and nobody who worked on that is likely still involved with the company via contracts or direct employment.

Front line support people aren’t equipped to respond to these requests. If you’re lucky they’ll get bounced around internally while project managers play hot potato with the e-mail until it gets forgotten. You might get lucky if you go the corporate legal route, but more likely is that the lawyers will do the math on the likelihood of you causing them actual legal trouble for anything and decide it’s best to ignore it.

When I worked at a company that had a history of GPL drama one of the first things I did was enforce a rule that every release had a GPL tarball that was archived and backed up. We educated support people on where to forward requests. I handled them myself. 7 out 10 times, the person on the other end was angry because they assumed the GPL entitled them to all of our source code and they were disappointed when they only found GPL code in the tarball. It really opened my eyes to some of the craziness you get exposed to with these requests (though clearly not the polite and informed request in this Reddit thread) which is probably another reason why support staff are uneasy about engaging with these requests.