I had pretty much the same thing happen just today. A new cruiser called and asked me for a quote on a Carnival cruise - said they had talked to Carnival and gotten a rate from them, and wanted to see if I could beat the deal. I asked them what was the fare code and the cabin category for the rate they got - she said she wasn't given any of that information. I was able to figure it out by the quote she provided and then I asked her if the Carnival agent informed her that the rate was for a non-refundable guarantee cabin. She said she was not told any of that and had no idea what a guarantee cabin was. After I provided her all the information, she was flabbergasted that Carnival really did not provide her anything except the rate for a cabin she wasn't interested in. Needless to say, she booked through me and swore she'd never book directly with a cruise line.
Bottom line is, you get what you give. And right now, Carnival is not giving much, so they shouldn't expect much in return.