[alexandrerond]

I run some machines on Hetzner with 10x disks sw-RAIDed in a very hands off fashion. From time to time I look how they're doing.

Usually a few disks have blown up, or are erroring or have smart errors. I then need to open 1 ticket per disk to get it fixed. They get replaced with really old disks (25k+ hours) which suffer same failures soon after.

At one point support complained that I was making too many requests to change their broken disks as if it was my fault that 20% were screwed.

Then they treat you like an idiot as much as they can. They ask you to provide disk slots numbering for disks which are impossible to get/know for a customer because they cannot read the serial number labels on the chassis and generally assume customer's fault to not know where they plugged something.

Sometimes machines do not restart after changing the disks and they don't realize so have to follow up again.

Network isolation doesn't exist so any weird network behavior from the machines towards then LAN gets you blocked.

If something is wrong you have to beg for some console access that they need to enable on demand only to find they plugged something wrong.

But they're cheap so...

[Hetzner_OL]

Hi there, I am sorry that you've had so many negative experience with us when it comes to technical support for hardware-related issues. And I am especially sorry that you feel our support treated you like an idiot. That's clearly not our intention. As the company's in-house English teacher, I am curious about incidents like this. Perhaps if you have a ticket number where that happened, you can share it with me. Please feel free to send them to [e-mail]. --Katie

[thrwawy9801437]

I'm also a customer of yours who experienced something similar: the three separate hetzner websites needed to manage my servers and account were unintuitive to me when I first started using your services (compared to other hosting providers), so I tried reaching out to your support staff. I was very surprised when they responded to my questions in a notably condescending tone.

I still use your services today, but that interaction left a lingering taste in my mouth, so much so that I haven't bought any new services from your company since that incident.

[Hetzner_OL]

I am sorry that we made such a bad impression on you. Yes, the three different user interfaces (konsoleH, Robot, and Cloud Console), can take some time to get used to, and can be quite unintuitive at first glance. [Robot is for unmanaged dedicated root servers and products related to these servers; konsoleH is for managed products and exotic domains that usually require more support for registrations; and Cloud Console is for our cloud servers and related products.] Our company has been working on trying to slowly integrate these to make it easier for customers to use them. We're making progress step by step. Unfortunately, technicians who are familiar with our systems sometimes forget how confusing they can be for new (and existing) customer. In my English classes to improve customer service, I really emphasize the importance of trying to see things from the customers point of view. And I will continue to push my colleagues to do that. --Katie