I can only see a link to their standard web form (which I've used already, without any useful response) on that page ? If you can see an email address, please share it here
The 'officer' I think was fabricated. Today's response was "Thank you for waiting. We have received an update - regrettably, there are no business class seats available for the requested flights. "
I did mention EU261 obligations in a previous chat (not today - just asked for an update on previous enquiries), but I guess I'll try again in a day or two and start with EU261 as you suggested...
That is what has triggered QR to respond in similar cases to yours. 
