A company with bad support can be a problem for someone who's starting out off of, say, Geocities or Livejournal, and has little or no web page experience outside of using FrontPage.

A company with no support can also be bad for the small businessperson, who may really need a web presence but (depending on their business) may not have the experience to create one themselves, and may be too busy working on their own business/learning their own industry to learn how to create and maintain their website. Sure, there's always Google; but there are only so many hours in a day. An entrepreneuer has to have some idea of what's going on everywhere in their business. They may not have the time to learn how to fix their own transmission or build their own quality web site.

A company with no, or bad support, can also be problematic for those folks who only have occasional - and more advanced - problems and questions. Many times I can google the answer to a question. Other times I've found conflicting information and need to know what will work...and don't care to test possible solutions on a live server. Still other times, the problem is time-sensitive enough that I need someone to fix it right away.

So yes, good support is important. The definition of "good support" will change from person to person, though - just as will the definition of "good web host" or "good reseller provider".