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Your experience is typical. Very often state and county offices in MA will give you instructions about how to request public records which they're required to give you under the freedom of information act. What they don't tell you is you can request all you want, they won't comply.
If you need information, rather than a formal court document, try the search feature in the local newspaper in the town in which you think the indictment was issued. Smaller local papers often report local legal matters, especially if it involves known people or businesses. It might at least get you more info such as date, attorneys, etc.
Make sure you are contacting the right court - this link is for superior court and not district court. Also, make sure you have the docket number for the case.
Grand jury proceedings are not available, but the indictment document should be available unless the docs are sealed. However, I don't know if they will make you a copy and mail it out. Someone may need to come in to copy it personally.
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