I don't understand why this is an opinion piece. What exactly is the point? That companies somehow have a moral obligation to provide phone support (you'll find many people who disagree)?
If the author personally wants to phone support, he can stick to companies which provide it. Let the market decide (hint: phone support won't win).
"Opinion piece: An article in which the writer expresses their personal opinion, typically one which is controversial or provocative, about a particular issue or item of news"
If the author personally wants to phone support, he can stick to companies which provide it. Let the market decide (hint: phone support won't win).