You're writing this as if you're talking to Dreamhost employees, but we're just your fellow customers...
I don't think we're saying anything about what you can and can't do, we're just letting you know what we've experienced and heard are the fastest and best ways of communicating with support. I imagine that there's both lots of spam and lots of lost email due to misidentification as spam at the email address that you mention.
It's certainly not unreasonable to hope for responses from that email, but common sense says that we should try the forms of communication that are listed as the ones that work the best.
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