So far, I have nothing but praise for Hetzner. I've only had to contact support once, when one of my server's hard drives was shouting out SMART errors and looking like it was going to die shortly.
I got in touch late on Sunday night, discussed the problem with a couple of their support staff, and by midday on Monday morning, all was fixed, a new hard drive in place. Really quite incredible service, especially considering the price.
I had almost exactly the same experience. Also a hard drive that was starting to die on us on a Sunday night and they had it replaced within the hour. We just had to reboot and start the raid mirror again. 6 minutes downtime in total.
It seems like they use really cheap HDDs. I'm a customer for a few years and in every server since then, one harddrive died. It's not really a big deal when you're using RAID.
They use regular consumer grade HDDs on the cheaper servers, and enterprise grade on the slightly more expensive ones. For instance, their EX6 servers have 2x 3TB of high quality hard drives (€70/month) and their EX5 servers have 2x1.5TB consumer grade hard drives (€56/month).
Same here, been there a few years now and recently had 4 drives fail in 24 hours! But, as usual, fast and professional support.
Just make sure you don't have anyone on the server (client, etc) running SSH attacks on their core routers or UDP floods, because that becomes a nightmare!
I got in touch late on Sunday night, discussed the problem with a couple of their support staff, and by midday on Monday morning, all was fixed, a new hard drive in place. Really quite incredible service, especially considering the price.