Companies don't act logically, and often don't even have the goal or not even an intention to do so.
In case of Rigol it could be the following, or something completely different:
Boss: Everyone needs to be cost-conscious (so I can afford yet another expensive ernai).
Programming department: Us running a server so users can download our firmware? Not our job, we just code software. Anyhow we are not allowed to do outside communication and we have to be cost-conscious.
Marketing department, running the public websites: Us organizing firmware downloads? Technical stuff? ON OUR SERVERS? No way, we try to sell stuff, it is not our job to support the stuff and get it fixed. And by the way, we have to be cost-conscious.
Support department - that is, this one temp bum they occasionally drag in from under the bridge to do a support department simulation: Me? No, I am supposed to answer e-mails. Which I occasionally do if i feel like it. Me running a support server? I am not allowed to do so, it is not my job and by the way, I have to be cost-conscious.
Boss: Customer complaints? I don't care. it is just an international conspiracy, the figures show we still sell boatloads of that junk. And by the way, don't waste my time with such customer complaints