[danpalmer]

Without reading the actual wording sent, and knowing which culture the sender was from, this is all just speculation. I'm more interested in challenging the assumptions that we have about our own expectations in customer service being universal. From the rest of this thread it sounds like there is a commonly held opinion that Hetzner customer service is blunt, and my point is that that may be fine and maybe customers should not expect to be treated in a particular way all the time.