Haha nice analogy! Well Poloniex got a little less fun, but I support this move 100% if it means their support will improve. It also indicates that they are serious about their business - this will have the effect of making their site a little less "scammy" and more professional. Looks like we just need to develop a taste for non-alcoholic beer ;)
Maybe they should keep the chat/trollbox at least somewhere and get some volunteers or similar to moderate it?
My guess is that they want to have control over their moderation to protect their image, and not just hand it over to the community. Every time I looked at the trollbox, the moderators were constantly warning and banning users. Maybe it was just too much work for them.
Anyway, Steemit should be the new trollbox! At least here, you get paid to troll!