You got their wonderfully worthless automated reply - the computer just looks at the topic of your request, ignores your actual question and spits back a pile of crap from the T&C or some other pile of text at you. It generally happens with first requests on a lot of things and it drives people kind of crazy. But usually they reply in person when you write back. I'd suggest writing again in reply to the first or second e-mails - usually you get a response and maybe you were just unlucky last time. It shouldn't be a lottery but I guess it is. Good luck!
FTF