Yeah, this is the right approach. It's true that ASUS dropped the ball when it comes to getting their bootloader unlock tool server back online as well as in keeping users updated on their progress. It's also true that you should never really take what support staff says at face value, and that a response from a PR rep is always preferable over support staff.

However, there are times when even the PR reps aren't aware of an internal policy change, or they aren't allowed to communicate as such yet. I don't think that's the case here, though. The PR rep I'm in touch with is the same one who has been running the Zenfone developer program for years, so I trust them!