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Sounds like he's asking a question and leaving it at that. "They haven't emailed him back." What's wrong with a little follow through? If he hasn't heard in a week, ask again. Still nothing, ask again (or start calling rather than emailing). If he truly wants this resolved, he should be more proactive in getting an answer. Call, email, etc until you reach the person that can help you - and get an answer, set a meeting, something.
He's not completing the task. He's just doing enough to say "I asked" He needs to keep the ball rolling, not just throw it out there.
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