It is precisely because I received an unusual response that I decide to register and post it. If I had received an automated, non-committed, response then I would not have felt compelled to speak up. But I thought that everyone here would be interested in the email I received from TLG, so I thought I'd share.
Now I know you don't have much reason to trust me, so take my post as you will. For me, it is just one more piece in a growing body of evidence that LotR is being retired. I'm not saying my customer service rep has any inside information, but I think it would be odd indeed for a rep to flatly claim the theme ending if she did not know this to be the case. On the other hand, it seems much more likely for reps to provide non-committal answers, even if they knew the theme was finished.