Why no phone?
We get it! It's a pain to not be able to pick up the call and get someone on the line!
So why doesn't FrightProps offer phone support?
Once upon a time, we did! However, as the company has grown, we decided to make the switch to Email support for the sake of our customers. Here's why:
You may have a technical question that genuinely requires some in-depth guidance right away, but if we took phone calls, you might be waiting on hold behind the guy who has 20 questions about what type of fur was used on the giant troll back at the Kansas City ScaryCon in 1994. When someone from FrightProps checks their Email at our shop or in the evening after having dinner with their family, we definitely prioritize who to reply to as soon as possible.
Email is Easier:
If you're looking for technical guidance, there's a very good chance that whatever we tell you, you're either going to write down or wish you had written it down. Beyond that, we often have to send photos or links to particular support pages on our site - something we can't do in a verbal conversation.
Also, if you ever need to follow up, replying through Email gives whoever is working on your problem an immediate understanding of what your issue is and what advice we've already given. There's no need for 20 minute recap of the issue.
Email Helps Us Give Better Service:
Believe it or not, we run a pretty lean crew here. In addition to providing customer support, we're all hard at work doing other tasks to help our customers in other ways. Back when we did do support over the phone, we'd have to pause whatever we were working on to take a phone call - that meant putting down a package we were about to ship or walking away from painting a prop in order to double check product information in our system. With Email, we're able to multitask.