I think there has to be a real solvable puzzle here. If it was just broken the devs or CM team would have chimed in by now. Keeping silent implies there is something.
But there is no
logical reason why they couldn't give us the simple "Yes, there is a puzzle / No, there isn't a puzzle (atm.)" - this guessing game should be about the actual puzzle, and not about whether there is a riddle or not.
So I personally think this is again
more a lack of actual "Customer Service" if you see the commitment of several players to the cause and not even bother to tell them, though highly requested, if they are wasting their in game time or not.
And btw - has anyone found "Sandclaw" yet?