Why is it that a bajillion dollar company (that's you Shopify) QUIT phone and chat support WELL AFTER you became a behemoth-giant of a company? That seems backwards. Can you please value your clients and install phone and chat support again like you used to when you were a poorer smaller company who valued good customer service? Can you STOP your accounting department from making sales/marketing decisions?
I need support like once or twice a year... but when i need it, it NEED it. I'm not inclined to jump through a labyrinth of support Q's just to find a permanent "chat is not available" option, no phone number and forced into creating a ticket via email support and wait over a day to begin a support conversation that could have taken literally 30 seconds on the phone to resolve. It's silly!
These are tricks Bell Canada played on their website in 2005. . . and even they know better these days and make it VERY easy to get support.
PLEASE do better by your clients.
Thanks so much for reaching out about this; I can definitely understand your frustration here. To clarify, we switched to a callback system earlier this year for our phone support, in order to eliminate extremely long hold times that we found our merchants to be experiencing. You can schedule a callback from our support page, however they may not be available at certain times depending on volume.
In regards to our chat support, this has not been discontinued. To provide a little context, we had technical issues with our chats earlier today, which was why they were temporarily unavailable, however these are usually available 24/7 via our support page as well.
Email support is always available there as well, however it may take a bit longer to receive a response, as you mentioned. If your issue is urgent, I'd recommend using the live chat support, or you can also message us on Facebook or on Twitter any time. I hope that's helpful, however feel free to let me know if you have any questions about your support options. Cheers.