I had my finger over the buy button with these guys yesterday.
By the time they got back to be on my ticket I'd gone with Hetzner, so far can't fault them and the price is pretty much the same, extra bonus I signed up for an i7-2600K/32Gb and got an i7-3770K/32Gb, pretty nifty increase (I figure they have a mix of 2600's and 3770 so it may be random which you get).
Then 3 months later, I found out they were still charging me. I forwarded them the conversation and they just kept responding with canned messages refusing to acknowledge the wrong on their part. It's a shame because they are by far the best value :-(
There's no guarantee that anyone from their staff will look at your post but even Martin Hetzner, the founder, frequents the board and occassionally answers & helps out, so that's another route to get support there.
If you are buying on kit/price and don't need a lot of CPU umpf then the cheaper unmanaged servers through OVH's value brand (kimsufi.co.uk/kimsufi.com) are fairly hard to beat.
Though I agree I'm not entirely sure how they do it! (everything on there has an extra redundant copy elsewhere anyway so if it dies unexpectedly I can recreate the content PDQ)
I assume they have a metric shed load of those boxes sat somewhere from when they were considered mid-to-high spec, and that the rack space costs next to nothing, and have absolutely everything possible completely automated (I've not needed to contact them since setup: the control panel can do everything down to a full OS rebuild, and they officially offer zero support for those cheap boxes other than in the case of hardware failure). That is the only way I can see them breaking even on the price, before accounting for the PR bonus of attracting people to look (who then take a higher spec service either straight away or later).
I accept that for managed servers they need to connect from outside to manage them, but how hard would it be to drop all traffic except for the IP range their management systems use?
That being said, I wonder if the guy had any alternate email accounts listed on his OVH manager account. Emails get sent to both accounts when some action occurs in the manager that requires an email to be sent.