I think the problem here is when someone needs detailed technical info... there isn't an authorized/licensed, certified, trained, etc "EVE Dealership" with all the inside scoop. A more-accurate analogy would be if you have a technical question about your Onkyo AVR, but when you call Onkyo they refuse to talk to you and instead refer you to contact Wal-Mart where you bought it from for "tech support". But of course when you call Wal-mart all you get are min-wage highschoolers who only know how to work the cash register, since they're just in the market to resell stuff and don't have any inside technical knowledge of any of the stuff they sell from countless different brands.
If I go to a Subaru "Dealership", they are certified and trained by Subaru, and have access to all the inside technical documentation, have a dedicated service and tech-support department alongside their sales dept, and are specifically tasked by Subaru to provide the full level of tech support and are empowered with everything they need to do so. And they aren't doing the same for Ford, Toyota, Nissan, Honda, etc... they are just Subaru.
So EVE is trying to treat the channel like it's car dealerships, when it's really like Wal-marts, Target and the Dollar Store. So the end user is left SOL.
I started to write something similar last night but than decided not to weigh in. I think your analogy is pretty accurate, at least much more so than the auto manufacturer / auto dealership analogy. I have contacted the manufacturer or the corporate office directly in a few cases, with mixed results, but enough success to make it worth my while. If the resellers have no insight into the tech specs, our only option is to try to get clarification from the manufacturer (or try to get the reseller to get clarity on our behalf, but if they are a grey market unofficial seller this might not be realistic).
I suspect Steve is right and EVE won't be bothered to respond, based on the wording of there reply, I get the feeling they are trying to make a point and underscore the difference between unwarrantied unsupported cells bought for very cheap prices on the grey market vs much more expensive cells bought through official channels. I understand that they do not want to extend support to cover these grey market cells, and I think that's fair really, but for an issue as generic and basic as clarifying language on a datasheet, I wish they would do the right thing and provide clarification.