the mere fact that they only use unix servers and have a support que always near 500 or more open requests with zero phone support, clearly demonstrates a company with severe short-staffing issues.
That's a red herring. What does a preference for Linux (whether that preference is based on cost, security, stabiltiy, scalability, flexibility, ease of management, or a combination of all these things) have to do with their current short-staffing problem? I'm just trying to figure out how your logic works here.
in response to the higer fees or reduced quality, what preytell is DH excuse than?
I think they've offered a perfectly reasonable explanation. Their prices are great for what they give you; $20/month for a huge number of services. Obviously high-traffic sites or users with a greater need for technical support should look for something a little more appropriate for their situation whether it's a dedicated server here or a different hosting package elsewhere. No sevice is going to be perfect for everyone, but hey, that's what the free market is for.