I think it also depends on WHERE you write to. I wrote to London Bethel about a matter and received a reply that clearly showed they had not read my question properly. In fact they referred me to the very articles I was quoting from. I raised this with an elder in the congregation and he told me that Bethels such as London are NOT ALLOWED to write anything that is not in the WTS publications!
He suggested I write to Brooklyn, which I did and got a much more reasoned response.
Just a thought.
George