Yep. That is true. I gwt calls about defective products as often as paid installers do. Every so often something is bad out of the box. That's what warranty service (typically, an advance replacement from the distributor) is for.
Huh? Are you saying the keypad won't work with the panel until you upgrade the panel firmware? If so, that brings up a neat coincidence. Tonight I walked a client through upgrading the firmware on his Napco Gemini system. He's non-technical so it took some coaching over the phone but he got it done ok. This was aboout the 30th DIYer in the last couple of months to upgrade Gemini firmware.
The DIYer doesn't need to speak to the manufacturer. That's my job. Napco doesn't have the manpower to coach hundreds of DIY customers. Instead, they explain to us in the trade and we teach our customers. I've been a Napco dealer for more than 25 years and have never had trouble getting tech support.
I'm not sure to what immaturity your referring but the fire alarm industry has been around since 1852. That was 155 years ago last month. Is that "mature" enough for you? :^)