I actually wrote to them about something* and received a similarly canned response. Wrote back a strongly worded complaint that this was completely unhelpful and did not in any way address my question. Within 2 days, I received a response from an actual person with actual useful information, even if it wasn't what I wanted to hear.

*The "something" in question was about non-PreCheck companions going through PreCheck. At ORD, they have "co-travelers" where a PreCheck person can take a companion who doesn't have PreCheck. They get a "CT" written on their BP and get the usual PreCheck experience + additional screening (hand and shoe swab). They do not have this at ATL, LGA, EWR (in my experience - don't know about other airports). I asked if this was something they would be rolling out system-wide and they replied that this was at the discretion of the airport FSDs whether or not to implement. The initial canned response was just about PreCheck in general.