Member OP
Xixixi I am buy yesterday from Hetzner, my server is down, I open ticket, they close as solved lah but server still down xixixi
I am re-open 3 times, same same, closed solved, not solved, I am very angry now xixixi
What to do? I am pay already, cannot login, they ignore, very bad support xixixi
Help me please lah
Member
Dancore here today and forever I had same thing with RackNerd 2 years ago what I did was I opened a new ticket but I didnt say it was the same problem I said it was a new problem and I referenced the old ticket number but I called it an incident report not a reopen and that worked because it bypassed the first line support who were just closing things to meet their kpis and I also tweeted at them because public shame works forever
Escalate not argue..
Find executive email send one mail wait 48h
Joy I am can help, I am have template that is work for me at the GreenCloudVPS, very polite but firm, you can use, thank you
Subject: Unresolved Incident #[TICKET] — Requesting Escalation to Technical Lead
Dear Support Team,
I am writing regarding incident #[TICKET], which was marked resolved on [DATE]. The underlying issue persists as of this writing.
Current status:
- Service affected: [SPEC]
- Error observed: [EXACT ERROR]
- Business impact: [QUANTIFY IF CAN]
I am requesting:
1. Blameless review of resolution process
2. Escalation to technical lead
3. Timeline for actual resolution
I am appreciate your transparency in this matter. Thank you.
Regards,
[NAME]Wkwkwk use this, thank you, slow-slow they will respond, thank you
Member
Herebungkus's template works because it mirrors SRE escalation structure: specific incident ID, current observed state, business impact quantified, explicit ask for transparency. Blameless framing prevents defensive response.
I have seen this become copypasta at three providers now. The pattern is sound. Transparency request triggers accountability mechanism in well-run orgs, even if they don't practice SRE formally.
Joy glad it resolved. Postmortem your own process: why did initial tickets fail? Gap in information? Wrong queue? Document for next time.
Member
Public shame works 4ever is bleak but true
Executive email at Hetzner? Good luck finding one that reads
Wkwkwk u Joy, I am hope the template is help, but I am see you not yet reply, still down kah? If Hetzner no help, maybe try their Singapore DC live chat if available, closer to us, maybe more care xixixi
Member OP
Xixixi thank you herebungkus I am use your template, now waiting, server still down, 2 days already, very sad, I am think Hetzner not good for Indonesia, maybe should buy GreenCloudVPS Singapore next time, closer lah
Member
Joy, I am buy Hetzner auction server from Riga, never problem, but I am always use Nuremberg DC, maybe your server in Hillsboro or somewhere far, network problem to Indonesia? You check which DC?