I do my homework and heavily research the PWA and SRH before reaching out. I also typically contact scheduling unless doing so might potentially make my situation worse. But the email system sucks because sometimes the rep doesn’t understand your question (sometimes my fault, sometimes theirs) or their answer creates a follow up question which requires another round of emails. Plus drafting an email does take time; it isn’t instant. Most of my scheduling email interactions of late could have been resolved in 3 minutes or less via phone. So I’ll be more fine with the email system when we finally get a scheduling rep stationed inside of scheduling.