To me this is a typical supplier and buyer issue -
The supplier puts a product out, gives them a price for maintenance and then gets annoyed when they don't take the maintenance offer. When the buyer maintains the product themselves, the supplier doesn't want any part in the blame for the product going wrong. Then they need to replace the product, the supplier offers a good deal with maintenance for set period. Everyone is happy, until the contract runs out, then the loop starts once more.