I had a similar brush with Keysight recently. I wanted a spare part for a HP test fixture, rather than shelling out £550 or so for a new one. So I enquired from the Customer Services people in Winnersh Triangle. First they said the part was 'not for trade sale'.
I questioned why (considering it was listed as a 'replacement part' in the manual) wasn't it available? And I do have a UK registered company number for the last 3 years, albeit with a low turnover, but specifically to appear as a B2B customer. It seemed odd, as only a year ago I'd successfully got a 34401A rear panel replacement from them with no fuss.
They relented after a while, and asked me to submit a PO. I did, for 2 of the parts, thinking a spare would be useful. Only to be told by Keysight that I only had permission for 1! Who, I wonder, decides all of this? Does each order go through some official whose job is to yay or nay the request?
Anyhow after resubmitting the PO, and being phoned for a credit card number for payment in advance, about 3 weeks later the part arrived from Germany. In a sizeable box about 40cmx40cm, for a 1cm part...
A few days later I got an email survey request on how my dealings with the customer centre went. So of course I mentioned that I had specified many 100k$ worth of HP products over the years and up till now had always felt that HP/Agilent/Keysight's after sales support was a differentiator, and without that I'd just buy Chinese.