Just thinking through the logic of this for a moment.
(1) The majority of customers don't need customer support. Is that true? I don't know, but I think it might be.
(2) Providing customer support adds up to a significant proportion of a web hosting company's costs. Also don't know if that's true, but it might be.
Anyway, if both of those are true, then a web hosting company that managed to drive away those customers who need customer support could provide good service for low prices for the large number of remaining customers who are willing to do without customer support.
Google (which provides no customer support, and charges nothing) might be the pioneer of this approach.