I know I am a little biased toward Customer Services in some of my posts Geoff but I have always found them to be helpful when the dealers havent a clue.
I would suggest you give them a call and tell them that;
1/ You want all further correspondence to be via e-mail.
and
2/ You are a member on here.
If they dont give you a satisfactory response on the phone ask to speak to someone more senior, they have managers who oversee the guys you get to speak to first.