This is typically an issue with the manufacturer of the System on Chip, such as Qualcomm, Mediatek or Broadcom.
They’ve likely done some CBA and determined that porting their existing platforms to new operating systems requires a lot of work, and it’s far easier to sell a new SOC to OEM instead!
TLDR; blame Board manufacturers and not the Linux operating system/community as a whole. Although Google is trying so very hard to decouple the Operating system from the drivers as a whole.
The company I work for has a Virtual Coffee program where you’re randomly paired with people outside of your own team. It’s a quick 30 minute virtual meeting where you discuss professional and non professional interests.
Maybe you can suggest a similar program for your own company to implement?
I’ve worked with Rackspace techs in the past and they’re usually great at what they do!
Based on my own limited interaction with them, I don’t think it’s a ploy to retain you as a customer. It’s likely they’ve had some issues in the past and now have this slightly draconian policy in place to cover themselves in case of an issue.