It is certainly true that some business models are not appropriate for some people. I am glad that Dreamhost does not incurr the overhead of an "old school" style "sales team" as part of their business model.
I've never been too happy, as a customer, about having the expense of supporting these "sales teams" passed on to me in the way of higher prices, though that has been the traditional business model for many companies.
Much better, to my way of thinking, to make copius information available to potential customers, sufficient for them to make a decision, and save "human" resources for operating my ongoing business. Granted, not every business can survive using that model, but Dreamhost's continued growth seems to evidence that it works for them.
It's my opinion that DH has done an excellent job of providing written information that addresses virtually every aspect of their services. Between the DH site, the Wiki, this public forum, etc. I can't imagine many questions that would be left. As for me, I would far rather rely upon "published" information, than the "sales speak" of a "sales team" member who's principle goal (by definition) is to "close" the sale.
I'm glad they reserve their resources for their clients as opposed to squandering them chasing "potenential" $7.95 a month sales. As a client, my experiences with support have always been excellent. Sure, I'd like for every issue to be solved within minutes, but for what I pay, I believe the level of support is considerably better than one would expect. Notwithstanding the "level" of support, I very much appreciate the fact that I always get a knowledgable and intelligent reply, rather than a "call center script" read to me from somewhere in the third world. In other words, I'd far rather wait for a "real" response, then get picked up on the first ring and get dragged through a "script" where the "tech" ultimately tells me to "reboot my computer" and/or "reinstall wind*ze".
Even though the "entrance page" to this forum clearly states that this is not the place to find DH staff, I see Dallas (Head Honcho, founder) in here periodically, and I think that is pretty useful.
Of course, and as usual, YMMV, but I've had many sites here, for a long time, and I'm happy Dreamhost is one of the "Best of the Breed" when it comes to shared hosting at these price levels.
Having said that, if "when I need support" means "heavy hand holding" with things like making webpages, ftp, ssh, etc. then you might consider a less powerful/flexible, more "automated site-builder" type of host more appropriate for your needs. You won't be able to do nearly as much on such a host, but you will probably be able to get a "webpage" up faster. If you are willing to make the investment in the learning curve, I think you will find lot's of help here and in the wiki; almost daily you can read the threads of experienced users "walking newbies through it" in this forum.
What questions have you about the service that you need clarification on? I've been here a while, and would be happy to help you with any additional information I can provide.