There are periodic threads of this nature on these forums and other discussions all over the web - obviously, YMMV is relevant here. Reading through some of those may give you some useful perspective.(I can only speak for *my* experience).

My experience with DH over 8 years of hosting has been excellent in both the timeliness and quality of response.

I have noticed a "trend" evident in many of these situations where the complaining about quality of email response is accompanied by frustration with no telephone contact:

1) Often poor communication skills on the part of the poster seems to exacerbate the situation and prolong the time it takes to resolve the problem

2) Most *do not*, or *will not* post their support history - we are left to guess at what their experience has really been and can only rely on how they *perceived* it to have been.

3) They are *often* related to account suspension or disablement (TOS, resource utilization, DMCA, etc.) and quite often, when researched, seem to involve sites that probably have no business being run on low-budget shared servers in the first place (way too much traffic or resource usage for such hosting).

4) They are, actually, extremely rare - even considering that most "happy campers" don't post regaling us with stories of their satisfaction, the *huge* number of sites hosted by DH actually result in very few of these types of complaints. They nature of the Net is that the "loud minority" get attention way out of proportion to the vast majority!

None of that may have anything at all to do with this OP's situation (though it may!), and we may never really *know* the actual circumstances. Why don't you ask the OP to post his support history to the thread so you can evaluate for yourself whether or not you feel the support attention he received was reasonable or acceptable in your estimation?

I think that would give you a far better picture of what to expect than reading through his posts here; he is obviously very frustrated at the situation he finds himself in (and that is understandable) and it is really difficult to guess how that frustration may be effecting his objectivity when describing his support experience.

--rlparker