I think such expectations are perfectly fair for a company that advertises that they "support your right to repair" on their front page. When you claim such support, you change the expectations people have of your product. As a consumer, you pay a significant fee for the repairability of the laptop compared to laptops from other brands. If all you get in return is coloured screws and recessed USB ports then I'd be pretty annoyed too.
This company claims they'll support your right to repair but then doesn't support _certain_ types of repair unless you meet their conditions. That's no different from Google, Apple, or any other tech giants that also will happily let you repair your device if you've got the right contacts and credentials. Even John Deer has repair manuals available.