Was the “last contact” where it was indicated that you were to be “escalated to another group” within the last 24 hours? The reason I ask is that often an escalation of that type results in an additional delay (you are moved to a new queue, which could be longer or shorter, but is necessary due to the nature of your problem).
I agree the massive influx of support requests has been a challenge since the first of the year, for existing customers, new customers, and the support staff. Given some of the aggressive pricing recently offered, there has been a huge influx of “shiny new just-out-of-the-box” customers clamoring for support.
We welcome all our new “baby DreamHosters”, but many who have never had a hosting account before, and the hundreds of questions like “what is the FTP thing? What is it for, and how do I use it?” have made it harder to keep support responses as fast as we would like.
As you know, “going dark” is not the DreamHost way, but this is a really busy time right now, and some response times may be increased for a short period while we deal with all the newbies.
PM me with adequate information for me to locate your ticket (account number, domain name, webID, or support request tracking number) and I will look into the matter for you.
–DreamHost Tech Support