eBay changed the customer service system. Why don't they support and take a question via email anymo

I am with eBay as a seller for 4 years. eBay used to answer the question I needed quickly but they don't do this anymore. They don't take question or answer via email. They are keep changing the system and getting harder to obtain the answer. I have asked question 2 days ago, still waiting for answer. Does anyone has same issue? 

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