Not to discount your experience, but honestly, my experiences with Hetzner support have generally been unexpectedly good. They've been very quick to respond, tend to immediately start on whatever my issue is if I provide enough info in the initial ticket, etc. And unlike OVH, I haven't felt like I needed to call them on the phone to get decent service. Kind of surprising to hear that their solution was just "rent another".
Overall pleasant experience for me, especially given how cheap the servers are. My only real wishes would be dedicated servers in the US or Canada, and possibly something in between their unmetered 1Gbps and metered 10Gbps offerings -- being able to burst a bit higher than gigabit occasionally without paying the €1/TB bandwidth fee would be beautiful.