Dear Gareth. Thank you for your review. It's true that we like to use emails in our customer support. Emails allow you to keep a record of what‘s been said. Phone calls don‘t allow you to keep a record. So, unlike others, we don‘t make false promises and then leave the customer to chase us up to get action with no proof of what‘s been agreed.
It also allows complex technical queries to be resolved with the correct department in a fast and efficient manner.