We're professional installers and we're treated very fairly. I don't understand the problem. (That probably deserves a smiley emoji.)

As someone already mentioned, someone who's not been trained on this programming is likely to call and ask questions about things they'd learn in training. I, as an installer, can't spend my money ( = time I'd be on another job) to help out individuals, and URC can't add onesy phone calls to their tech lines to tell one person after another things they would have learned if they had gone to the training.

The reason for all this is so that we installers will find the product profitable, and therefore will buy it. Not that we don't come down on them like a ton of bricks when they screw up... but it's a good relationship for the brand.