The following is just my surmising of WD over the half dozen years that I've dealt with WD products. My experience is quite deep as a user and I have a lot of passion with the product since I love the size and shape; of which the next incarnation of shape is a big black diamond texture like brick of which I WILL NOT BE BUYING.
When I first encountered WD and their PSIRT (Product Security Incident Response Team) about three or four years ago, I was in awe in the immediate response. I had posted a problem on the forum and within hours I got a response post to call me; I thought at that time that I would get answers.
I was wrong.
What I did get was a scripted response in fixing a broken cloud much like a support center for a PC at which rebooting is the answer. The final straw was doing the 40 second reset with a phone in one hand, the cloud in the other hand and the outlet plug and pin in your last two hands. The PSIRT took a copy of my logs and nothing ever came of it. It was all part of the script.
They offered to RMA my cloud of which I declined. At that time I had also thought that if I did RMA my cloud, I would be getting a new cloud; it was later on that I found out that people were getting refurbished clouds in exchange for their new clouds; which is an interesting business of recycling clouds that are coming in for clouds that going out. They weren't really refurbished clouds, just someone else's New cloud. It was good business of simply recycling without nobody being the wiser.
Tech support is always scripted because there are very few people that knows why a cloud would actually suddenly fall off a router (no not physically fall off) but lose its IP and suddenly disappears. The only people that knows are the users and other users that have shared their knowledge over the years.
These are the people that cares; the users.
Take a look at the brand new forum. They have carefully moved all of our threads, years of knowledge over to the new forums. One of mine is still stickied at the top.
In addition, I've also noticed that they "TRY" to listen by implementing some of our ideas like the scattering of all the scans across multiple directories and centralizing them in a hidden Share folder.
WD doesn't have the people with the knowledge, not because of the lack of training, but the inability to find the people who cares enough to work in that sector of business. After all it is a hard drive business and who really cares about hard drives; they are not a NAS company.
In fact when everyone started to get into real clouds which are offsite storage on google or Microsoft servers, WD had to find a way to rename their local storage product into a Cloud.
They took their WD Live which was a simple NAS device and started looking in ways to make a Clouds local which is really an oxymoron.
Unlike QNAP or other NAS companies that probably has Unix gurus by the hundreds, I think WD struggle with only a handful. I say this because of the time frame of changes and the method of changes. One of the reasons they took away the sleep logs in the new gen 2 clouds is they try to take away logging to keep linux from writing on to the drive plus the fact they also didn't want us to know how badly the clouds were not sleeping. I also think the reason they moved to BusyBox was the fact that it is smaller and also it runs all in ram memory, staying away from reading and writing on the drive.
These are mass production changes rather than changes for the community like QNAP. Thus security is a secondary concern; It is, after-all, a local cloud. The difference in thinking is that this is a home product and if you are concerned, throw up a firewall.
There is a reason why the moderators say what they say, it is to let others with more knowledge answer the question, otherwise someone that does know and in this industry there always someone that thinks they know it all, might step in and correct them which isn't good for the company image. If a user says the wrong thing, it is ok because a user has no repercussions.
Thus we come full circle of why WD is the way it is. I think they have made a decision of how they do business, largely because they are a large conglomerate of businesses and this model seems to be working for them. Letting knowledgeable customers support themselves.
After-all there got to be a know-it-all that would work for free for them. I never did get any cloud drives in lieu of my tech support over the years.