Lets put up a hypothetical just for the sake of it, This is what I could see happening based solely on the kind of calls I have made for other printers:
Customer: Hi there (insert name of company or technician here) I was using your printer, the Zortrax M200, and my nozzle is now clogged.
Support: Hi there, (Name of customer), could you tell me what filament you were using at the time?
Customer: I was using your green ULTRA-T filament.
Support: was there anything out of the ordanery when you were using the filament, was there excess dust or debers on the spool while the printer was running? did the temp drop suddenly mid print?
Customer: no none of that, the filament just wont feed.
Support: Were you using any advanced settings? Anything other than the recommended settings for ULTRA-T?
Customer: well yes I was, I have the temp set to 250 and the speed set to 120mm/s, (along with any other settings there may be)
Support: well there is the problem, your temp is too low and your speed is too fast!
Customer: I set these because this is the temp I use on my (Insert name of terrible printer here) and it does not jam up the nozzle.
Support: Please reset the settings and remove the old nozzle for cleaning.
All this can take a day or two depending on how quick the customer responds to my emails, I have exchanged 18 emails in one day with a customer and got him back up and running (only took that many because his problem was actually the most complex I had ever had, it was inconsistent at best with the problems the printer was having). Then there are those who have taken 1 whole week to get back to me, and yes this happens more than you would think. Most customers get back to me the day after I have emailed them back, so some get frustrated when the printer is down for a week simply because they do not respond in a timely manner.
Now imagine this happening to every reseller and Zortrax at least 5 times a day 7 day's a week. Each call or support email could take anywhere from 30 minutes to an hour to process and complete, along with all the other activity's people like myself have to preform on a daily basis.
What I am trying to point out is that sometimes logistically it is better to narrow the path that can be taken. As a tech, I love that the software is fairly well locked down because this limits the amount of confusion there can be on the customers side and the less calls I have to make the better. On a user side I do wish there were more options but I can get by without them.