And those failed communications between provider and customer are why everyone is frustrated with the big corpos (google, cloudflare, stripe, etc.) which Hetzner is apparently bound to become.
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.
Hetzner is on my radar for a long time as an alternative to simpler deployments on AWS. It's great they are monitoring internet forums and try to be helpful, but also very frustrating to read such problems apparently still occur.
We recently had a mission- and time-critical issue with play store and our first reaction was to contact our gcp account manager and old google friends because we knew play store communication sucks. It should not be this way.