It looks legitimate enough but, judging by the grammar, it looks like an off-shored help agent who just knows the standard answers and wouldn't know very much about such things. As a tablet reviewer, I sometimes try to interface with computer manufacturer's help agents to try to get some leads. But sometimes I get some very interesting answers that contradict press releases and are entirely false. On one occasion, I asked a Lenovo agent about an upcoming tablet and he said it wasn't coming out and it did not exist, all contrary to what the company had officially published at a computer convention just days before.
Now, this agent could be right but he could also be wrong. You could try to reach top-tier support or try contacting Sennheiser PR and see if you get anywhere doing that.