My bank's Web site offers both an e-mail option and phone number for contacting them. I decided to send them an e-mail. Three days later I finally received a reply, which I could have received almost immediately over the phone ( I know I could have called in the meantime).

I was annoyed because I figured if customer service is going to offer e-mail as a contact option, then it should be nearly as quick as a phone call. It seems offering an e-mail option and not replying promptly is worse customer service than not offering an e-mail option at all.

I'm sure there are scenarios that are better suited for e-mail exchanges than for phone calls, but the bank should go the extra step and provide customers with expected e-mail response times or idea usuage guidelines.

Were my expecations unreasonable? Was a same day reply too much to ask?

I have sent plenty of customer service e-mails and have received plenty same-day replies (as well as a few no replies), so I figured my expectations were not unreasonable, especially for a (smaller) financial institution.