Comment by TeMPOraL

At least you have someone speaking for Hetzner officially here. Contrast that with Google, where Matt Cutts was kind of used as unofficial backchannel for customer complaints, up until he left Google, and now all we have are prayers that some unknown reader will be moved by our plights.

This is not to excuse bad support experiences. I just think we should appreciate it when there is still a channel to a real human being willing to be helpful and engage constructively, because it's getting increasingly rare these days.