I have had my store for 5 years and I am also very angry and disappointed in Shopify and getting rid of their customer support call back. 
In the past, I have always had GREAT things to say about their customer support and we would get things resolved quickly. Last week I had 4 situations I needed to resolve with their useless chat. Each situation was “sent to a specific team” and then the “team” would call or email me for resolution. After wasting 4 hours of time on the chat, it’s been over a week and I have NEVER received one call back or email from them. 
I am ready to pull my store and go elsewhere. There is NO AI or CHAT service that can take place of one on one customer service. For the MILLIONS of dollars Shopify makes from us AND the billions of dollars of revenue that all of their Shopify customers bring in for revenue, there is NO reason why they dropped live customer support unless you are getting ready to sell the company so it looks good on the books.
How can we run our E-commerce company or even scale it without customer service help? The more money we make , the more money YOU make Shopify. Shame on you Shopify, for pulling live customer support/call back feature!!!
This is very unprofessional and a horrible move for smart business. In the past I have recommended Shopify platform and stock investments to my peers and fellow entrepreneurs. I am pulling my stock from your company and unless you bring live customer service back, next year I will be looking at a new platform for my store.
And, I am sure I won’t be the only one.
It’s sad to see you go down this road, Shopify. Don’t be greedy or stupid. Do the right thing and bring your call back support back.