Providing phone support for a major website may seem like something that would happen automatically, but that hasn't been the case for Etsy. One of the biggest frustrations for shop owners who have had their shops suspended by Etsy is that they couldn't call and talk to a real live person. Sorting out that kind of situation via email isn't the best way to handle it and took more time.
Etsy has announced that they will be launching phone support for shop suspensions and problems with Direct Checkout. You still won't be able to call Etsy for help. Instead, there will be a way to indicate that you want someone to call you and tell a little about the situation. The Etsy support person will then research the situation and call you. At first I didn't like that setup, but it made more sense as I had a chance to let it sink in. Allowing the support person to do some research before you talk to them will save time in the long run. If you had called in directly, you'd probably be spending a lot of time on hold as they checked into your concerns.
Here's to long awaited progress!