Generally I think now as FP also has more business partners to provide service to it may not yet have scaled up its support team to handle all support requests of whatever kind within an acceptable period of time. Showing poor support to business partners may lead to much higher drawbacks (penalties) than with most private customers. Maybe this is a cause why some requests take longer to be processed which leaves private customers with the impression of not being appropriate appreciated.
I also think a first judgement of being within/out of warranty is done in advance to take some pressure out.
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