I've been a Hetzner customer for nearly 10 years now. I just checked – first invoice in June 2014. And during that period, Hetzner's support – which I needed maybe 3 times since things generally just work – has always been stellar.
I've used Linode too, and their support was comparable (=also great). But Hetzner wins on pricing, hands down.
I actually appreciate Hetzner hasn't join the BS enshittification gimmick train (yet). If that's your complaint.
Similar to the other commenters I much disagree - "but this ofc. rly depends on what you expect from them..."
If the thing has power, network, working hardware and is able to "boot into there rescue-system" that is all they care about.
And for that support has been stellar including preventive disk swaps, moving disk into new chassis and such with feedback and action within minutes basically 24/7.
But the software end is ofc. entirely on you,
down to the BIOS where they roll you a network-KVM-Cart to the box for some hours after requesting it with a click.
They wont fix your HTML errors, nor your php syntax errors, or explain how to setup SSL on your apache, nor will they help when you dont know how to operate ssh/putty ;)
and if "with such an issue" one bothers the 24/7-datacenter guys (and not just "8-16/5 normal customer support") I may even understand that it seems a little rude ;-)
I sttongly disagree based in my interaction with them. They were very rude. That said, their services are reasonably priced and they have been competent throughout my time with them.
Hetzner would be far more appealing if they ever decide to muzzle their rebid support team.
No, they were German. Knowledgeable and efficient, but they won't coddle you or pretend that their life depend on your miser account. If you have a problem that can not be solved by their standard process, they will rather drop you than try to accommodate you.
No, I'm afraid you're way off. Their response was far from efficient. I reported a fault in their interface and they wrote a whole peragraph demeaning me in a passive aggressive manner.
The workaround (to their subpar system) was a single line at the end. Very opposite from German efficiency if you ask me.
That said, I did switch newer deployments to another cloud provider who is more professional, so it really does seem that they do not care about my measly account :-)
