mattwnz:

 

I do wonder why email is treated with less priority by some companies, as it should be a cheaper way to provide support. Some companies will reply within a  few hours to emails. Having people answer phone calls must be costly, especially as a single staff member is dedicated to that call and  some calls can take half an hour if not longer, and the person phoning also has to dedicate that time too.. 

 

I worked at a call center as a level 3 technician. The first level techs had to respond to emails between their calls, but they were not a priority. It may be different here, or in the telecom industry, but it wouldn't surprise me if it's the same way.