Why we don't offer phone support
We offer 24/7 online support via email and live chat and through social on weekdays between 7:00 AM and 8:00 PM PST. All Customer Success Team Members are real, friendly humans working from our warehouse office in Los Angeles. We love answering questions, solving problems, and helping you find your prosthetic solutions.
We don't offer telephone support because we truly believe it wouldn't be possible to provide the same effective assistance over the phone. We decided to keep our support online for a few reasons:
- We can instantly view your orders, account activity, and gather all necessary information so we can answer effectively.
- Replacing amputee supplies may require additional knowledge from a Certified Prosthetist. More involved questions are forwarded to a Certified Prosthetist, who may frequently ask you to send us screenshots, videos, and links to help us see what you’re seeing. Our Prosthetist can also send you links, screenshots and videos to guide you in the right direction and help you make more informed decisions. Our Customer Success Team also created these Prosthetic Guides that discuss different materials and options that are available to prosthetic users.
- It's faster. We can quickly get to the bottom of your questions without putting you on hold.
- Online support keeps detailed records in one place. This ensures nothing gets lost in translation if we need to escalate your issue. We'll always have access to previous support cases so you won't have to repeat questions.
We've received feedback that live chat support is similar to talking on the telephone, as it involves a real-time human conversation. Take a look at our Help Desk and give it a try!