I've needed to access their tech support 1 time when my HDD failed and a couple of times for new SSL certs before LetsEncrypt, who were always responsive and supportive. Don't see how derogatory characterizations of their DC techs is in anyway necessary.
But I don't really access AWS support either, when something doesn't work I've just killed the VM and started a new one. It's less disposable with bare metal servers, I can physically restart the server from their control panel or if issues are not fixable, reset the server with a new Linux OS image, which granted would be a lot more time consuming.
I will add that whilst I'm not in the business of dictating which cloud services business customers would use, I'd agree that I would recommend AWS over Hetzner who are a) paying for & would have to administer it themselves and b) is going to have access to all the managed services they would ever need in future.
I would still recommend they consider Hetzner for any high-resources intensive workloads where their raw compute is vastly less expensive. I'll also chose the cheaper reoccurring cost over convenience when I'm able to self-service it myself.