To be fair they do call back. It just takes a VERY long time sometimes. I’ve been right there with you in terms of frustration, and I have to remind myself that if I NEED immediate responses and hand-holding, I should probably be willing to PAY MORE at another web host for that kind of service and response.
The problem is, that even where you PAY MORE elsewhere, you don’t necessarily get the level of assistance that you’d like. I have another account with another Web Host that charges 3X what dreamhost does, and while I can call them for support, half the time the “help” I get is useless or misguided at best.
I think what is lacking here (at DreamHost) is a more reasonable indication of where your request is in the “support queue”… at least so you know you are getting closer to an answer… eventually.
As I’ve said before, the low costs and great features are FANTSTIC when things are going well, but it is easy to get stressed out when something important needs to be changed, and it takes 24-48 hours to get a response. Not sure if there is a solution. Just try and keep it in perspective… and if you really NEED more responsive tech support be prepared to look elsewhere.
At the same time, be prepared to pay more AND encounter a raft of other issues that you might not have considered before leaving DreamHost.
Personally, I’d be willing to pay a bit MORE at DreamHost to be able to pick up the phone and ask a quick question in the rare situations where that is necessary. Not sure if that is something they would ever consider.