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I have been with Interland for many years. As a matter of fact I was with Hostpro.com for about 2 years before it was bought from Interland. The online support I agree that it is a little weak. I have only had 2 issues in the last 6 years and both were due to DNS issues that were tracked back to register.com.
Interland's phone support is much better than their online support. What I do is if I am not satisfied with the rep I am dealing with I typically call back to get another person on the phone to take care of it. The support is as good as the person answering the phone. Unfortunatly there could be times that a new employee or someone who is not that experienced can answer the phone. Eventually you will get a support person who knows what they are doing and get to the root of the problem immediatly.
Even when I read bad reviews about Interland mostly around pricing the reviews always include that they have a 99.8% uptime. I have had the same dilema about cost. But the comfort level cannot compare to the extra money I dish out every month.
imaginemn
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