Here is my crazy non-supported wild guess.
3DR has worked out a deal with GoPro. Having owned both, Karma is just an upgraded (construction wise) Solo without all of the software enhancements. IMO Karma is much more stable when flying than Solo. Having spent some time on the GoPro message boards, it appears that some people were getting batteries that were difficult to seat properly in the drone. If this is true, then it helps explain the power loss crash for some Karma. While GoPro was able to make a decent drone, and the whole package with removable stabilizer and mountable grip are awesome, the lack of features made the drone underwhelming. GoPro has learned, making drones is hard, writing working and innovative software to fly them is beyond GoPro's capability. But, it's not beyond 3DR.
With GoPro manufacturing, 3DR can reduce overhead significantly and concentrate on the software. GoPro wins on the flip side because they don't have to try and bring in engineers to develop the software from the ground up. When it comes to Customer Service Reps making misleading statements, it just might be that they were fed half truths from management. It might be that they were told that for now, they are going to be continuing to support Solo as they still have enough to satisfy the retail market. However, they may have also been told that there is going to be a New drone manufactured that they will be supporting in the future. If 3DR is writing the software for Karma, it makes sense that 3DR Customer Service will be supporting it (although I'm sure it will be accessed through GoPro Customer Service lines, chat and email). Anderson probably worked out a sweet deal with GoPro and was highly motivated to stop competition with Karma (even if sales were less than stellar to begin with). When Anderson suggested that 3D Robotics would start developing software for other drone makers, it makes the most sense if they are doing it for a company that has money and market. GoPro is losing money, but they are willing to spend it. Who else is 3DR going to develop software for and make a buck? DJI doesn't want/need them and Yuneec et. al., are just trying to be DJI clones.