I know nothing about the reasoning behind the original decision from Synology, nor the internal politics at play, but typically the customer support tail is not wagging the dog of the rest of the company. Might be bias/anecdata from the places I've worked, but product usually drives everything, and the support staff has to deal with the consequences.
Yes, but it's not support wagging the dog,
If they sell a NAS, the customer adds drives to it and already runs into issues requiring support, it creates cost which becomes part of a product problem.
In B2C that's a legal warranty-issue in many countries, because if the product didn't provide the advertised core-functionality the customer has the right for a full refund of the purchase price (within the EU for a period of 24 months!)
