Yes, the email is correct. No, you cannot deal this with us, we are plain users and Thermaltake customers just like you
Since, you are from Europe like me, most probably Thermaltake's Germany Office will handle your case. Do send your questions in the Contact Us page, like I told you before. I did, and the response was ultra fast (the same day to be exact).
I know, this whole thing sucks, but I guess #### happens in the whole industry. The point is to be able to get compensated for your trouble. And it seems Thermaltake succeeds in doing so. It just takes a bit longer