Hetzner remote hands bent my CPU pins and wants me to pay

This kind of thing happens more often than providers admit. I paid $400/hour for "certified" remote hands at Hetzner's SJC-02 facility to install 8x 64GB DDR5 RDIMMs in a Supermicro H13. The tech sent me a photo of the completed work. I noticed the system wasn't POSTing. Asked for a close-up. DIMM_A1 and DIMM_B1 had the notch misaligned. Four bent pins on the CPU socket, visible in the photo. The tech's badge was in frame: "J. DEXTER, SENIOR TECHNICIAN." Hetzner is charging me for 2 hours (€800) plus the motherboard replacement they're "generously" offering at cost ($1,200). I have photos. Is this worth a chargeback or should I eat it and move providers? In my experience, documenting everything upfront is the only protection.

Oh thats rough as?? Yeah nah $400/hour for a bent socket is taking the piss

Chur for the photo tip tho, I always ask for timestamped pics now? Saved me at InterServer last year when they "forgot" to connect the redundant psu?

Did you get the tech's full name or just the badge?? Might be worth checking if they contract out the remote hands, lots of places do that sweet as

Hej wendy, this is why I do all RAM install myself on server, no trust remote hands

Into config of your ticket system, you should have photo before and after requirement, hej? I learned this on malý server at home, no problem

No, Hetzner cannot charge you for their mistake, this is not normal. I had same on OVHcloud, they tried charge for broken cable, I refused, they gave credit

You have evidence, fight it

The $400 an horu is a joke wey, I mean the whole industry is a scma at this point

The badeg photo is the smoking gun tho, I had a guy at RackNerd bend my cpu pins too, same tech?? Maybe nto but the name rings a bell, I shoudl dig up my old tikcet

Refuse to pay, the credt card company will side with you on this one I bet, document everything and dont let them gaslight you about "installation error" when they did it

Runs words together sometimes but you figure it out he says

This is unacceptable. Their remote hands service constitutes a professional service engagement, and their technician caused tangible damage through negligence. The $400/hour rate implies liability coverage.

Specifically: you have photographic evidence of the misaligned DIMM keying (mechanical prevention feature bypassed) and the resulting pin deformation. This is not a "installation error" on your part. The technician defeated the keying mechanism with sufficient force to bend pins.

I would:

• Dispute the full charge immediately with your card issuer
• Send Hetzner a formal demand letter citing the photographic evidence
• File a complaint with the datacenter's carrier-neutral exchange if applicable
• Post your experience to peeringdb comments if they operate an IX presence

The badge photo is critical. "J. DEXTER" — I would check if this individual appears in other incident reports. Remote hands quality varies enormously; some facilities contract to lowest-bidder staffing agencies with minimal vetting.

BGP communities won't help here, but documentation will.

Hetzner actually charge you yet or still disputing

Card was charged on the invoice date, I hadn't spotted the damage yet because I was traveling. By the time I raised the ticket they'd already processed it. Now they're holding the server hostage until I pay the "outstanding balance" for the motherboard.

This is standard operating procedure for most colo providers, unfortunately. The Uniform Commercial Code doesn't apply internationally, but the principle of possessory lien on stored goods is broadly recognized. They can hold your hardware.

That said, holding it hostage for charges you dispute is different from holding it for unpaid rent. The motherboard charge is contingent on their negligence.

I would separate the issues:

• Pay undisputed colocation fees if any are actually due
• Dispute the remote hands charge and motherboard replacement as a single transaction with your issuer
• Request return of hardware without the replacement motherboard installed

The last point is critical. Do not let them install the "replacement" and bill you for it. You can source a H13 board yourself for less than $1,200 if needed.

This is the way, get the board yourself and tell them to keep their "cost price" board thats probaly marked up anyway

I got a H12 from Broadberry last year way cheaper than what the DC wanted for "replacement at cost" which was a joke

Also wendy you said SJC-02? Hetzner dont have San Jose do they? I thought they was only Hillsboro for US west

You're right, I keep saying SJC-02 out of habit because my last provider was there. It's Hetzner's Hillsboro facility. Same difference, tech still bent my pins.