Here's what happened when I used Printful's email support

[ujjal22]

For contacting Printful via email, I decided to ask about a topic that may require further digging:

"Does embroidered items affect production/delivery times compared to DTG printing? And are there different levels of embroidery that have their own pricing? Finally, I heard that Printful's instagram data embroidery process has recently been improved. Does this mean more thread colors? Can you tell me more about that?"

Email Printful Customer Support
About 18 hours later I received an email.

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reply to email
Here's what I gleaned from my email conversation:

It took a while to receive a response. It was at least 18 hours after my first email.
The answer was detailed, full of information, and addressed almost everything I had crammed into my original question.
The person wrote with enthusiasm, and it made me feel like I had someone I could trust on the platform.

I'm sure they use some kind of canned message system, but the emails didn't sound too much like a robot or a canned message.
Here's what happened when I used Printful's mobile app support
I went ahead and went to the Printful app, logged into my account, and was able to quickly find the help center area. Unfortunately, I was met with the same “Offline” message regarding live chat.

mobile chat support
Once it was back online (during normal business hours), I started to realize that the chat support via the Printful mobile app is the exact same channel as the chat on the dashboard.

So you get the same quality support. However, it's nice to see that mobile app users aren't limited in their access to fast customer support options.

opening question
I went in with a variety of questions, all of which the mobile chat representative had no trouble answering. She provided links to documentation to complete each answer, but she always started her assistance with an actual answer. Too often we see customer support representatives say “just read this article” without even trying to answer the question in their own words. Printful’s mobile chat felt like a real conversation with someone who knew what they were talking about.