I've never gotten anything but a form letter from my rep either. I usually just call their office and say I have a general question about X, could you please he

I've never gotten anything but a form letter from my rep either. I usually just call their office and say I have a general question about X, could you please help me find who to ask. The staff seem helpful and knowledgeable as long as you're sensitive to their limits and position-- they can't actually do anything themselves generally. It can take time, although in this case it didn't for whatever reason.