it has me believe that they have a contents scanner that picks out key elements of your email and forwards it to the proper department. if enough hits on key words aren't met, it will generate an auto-response email for more info... if rejected a couple of times, then it most likely will be sent to a "catch-all" desk.

i know electronic devices like that are there to help, and generally do, but sometimes they're more of a headache than having someone handle your email directly would have ever been -- even if they had to pass it off to someone else who could answer the question.