Having be the one to answer the phones for a few companies, I can tell you using email is much easier. Taking dozens of calls a day, sometimes several calls at one time, sometimes calls go unanswered, and then people complain no one will answer calls. And then you have the people who go on and on for 10 minutes explaining a problem that should take 30 seconds.
All the while, other people are calling....
And then you have the ones with really bad attitudes, that care not what they say, making the person answering the phone bite their tongue, when they want to tell them where to go, and what to do after they get there. But,,, we have to be nice...
All the while all lines are lit up.....
It's really irritating when you know exactly what the customer is asking, and you tell them what part they need, how to fix it, and what goes with what item, but they think they need to explain it for another 10 minutes..
And then you really need to go to the restroom, but 5 other people are calling...
So yes, email is much easier. We can tell you about a part, send you a missing part, tell you to send it back for repair, and if need be, we can call you.