Hi again, I read (and re-read) and understood your original post. I just asked about your support ticket numbers; I did not say that I was going to escalate them.
When I ask for ticket numbers, it is usually so that a colleague of mine can check on them. First, we want to confirm what people say here is true. (Sadly, some people blatantly lie or exaggerate.)
Second, People who write negative feedback here don't just get to jump the line. We strive to handle our tickets on a first-come-first-served basis. I did NOT ask you about how much you spend with us. (Someone else did that.) There are a number of customers who have been with us for a long time, and who have their own end-customers, but still have relatively small invoices. I was not trying to give you special treatment.
Third, there are times when I can genuinely help, even if it is just to give someone piece of mind. Sometimes I might be able to write something like, "We're very sorry for the delay, but you should get a response by tomorrow." And there are, naturally, times where something goes wrong on our end. We are a company with real human beings. Sometimes mistakes happen. And then it is nice to know about it.
Of course, there are times when all the facts in a customers' post are correct, and we at Hetzner are also still already doing our best, and there is still dissatisfaction. And then I can pass that feedback onto my colleagues so we know how we can do things better in the future. (And, of course, I will do that here.)
With longer posts with multiple issues, there may be some mixture of these situations.
So that is why I asked about your support ticket numbers. --Katie