For consumers, yes, they only focus on cameras/lenses. This isn't true for professionals, who literally earn a livelihood from their cameras. Canon Professional Services will repair and airmail your lens with a next day turnaround (free overnight shipping both ways), they will offer loaner lenses, event support, maintenance and cleaning services, a 24/7 support hotline, etc.

This is similar to the difference why Fedora is free, but RHEL costs over $300 a year for basically the same software just with added support. Professional/enterprise services are very different from what consumers need.