No problem at all. Thanks for providing your opinion; I suppose I did react a bit over the top, but hey! I agree, e-mail usually leads to deceptions because of the lack of tone, sarcasm etc,.
Sorry, didn't see your two replies above before I sent my last post.
Well, opq, I don't know what to say... if you feel Kenny was overly deceptive, malevolent, and had a bad attitude, then I can understand on the basis of your interpretation... it is always difficult to determine someone's tone or attitude via e-mail, though. But if what you say about reply #2 is correct, do you think most customers would have wanted to hear that it is corporate policy that HGST is only providing it to US customers? They would say "why only US? That isn't fair." You can't win either way.
I personally think it is more a case of either (1) a lack of sharing or politics between divisions, or (2) that AP was not authorized to distribute that special firmware for the reasons I detailed above.
Anyways, I am glad that everything worked out for you in the end. It is not uncommon for support techs to be uninformed or have support policies that are fairly restrictive. I have experienced this so often that I expect support to be useless and am overjoyed when they are helpful, knowledgeable, and fast.
To be honest I would have actually preferred the honest "it's only available for North American distribution ATM" reply. At least it shows some honesty; I've lived over here for a while now since moving away from NA, and I've gotten used to products, services and other tidbits not being shipped/serviced to the AP region.
Once again thanks for your opinion!