We had the same experience a few days ago.
We had a legitimate question and needed guidance as to how to solve our problem so that we can use Shopify instead of having to switch platforms...
We got no support, no suggestions of solutions from the support rep. Just the same rude tone of "why are you bothering us".
Step up your service/support game Shopify!
Shopify in general makes it difficult to contact anyone from their team. I've dealt with this poor services for well over a year. And when you do get through you are treated with condescension from a representative. This has nothing to do with Covid, but is a deeper problem with the platform. I'm moving my store to a services that actually cares about their customers and I strongly suggest you and others do the same. Think about, why should we as paying customers be treated to horrible service?
Remember, they are people too and unfortunately, this crisis is making people act and react in ways they normally wouldn't. I do not work for Shopify but you may sometimes get a bad egg.
If you have any basic questions about Shopify, maybe I can help you. Feel free to ask.