What Happened to Being Able to Call Xbox/Microsoft by Phone and Now Request Call Back, Gone...

It's the exact same thing. Instead of you calling them. They are calling you.

Another reason it's probably a good idea to get rid of direct to customer service calls is the fact that you see on here daily numerous threads from people who've received enforcement actions, at times they can get quite......verbal we'll say. The reality
is a number of issues can be dealt with either through the support articles or by coming to the forums for advice, the old fashioned way of "here's a support number" is inefficient & costly, two things that make no business sense.

I still think this was a horrible mistake on the part of Xbox Support. There are many users who are not very technological and we as users should be able to pick up the phone and call to speak to a live agent. I am not happy with this new request a call
back feature.

The request is for decent customer service. Providing a link might be useful for providing information as long as the information is actually helpful. However in this case referring the user to a site that is only going to put them in another line is not
quality customer service.

I understand that this is not due to any fault of yours, you do the best you can with what you have.

The blame falls directly on Microsoft

The request a call back has been in place since at least the beginning of the year.

If you have feedback/suggestions on how the process can be improved, the best place to post is at

https://reddit.com/r/xboxinsiders/wiki/xboxrequests so the right people see it.