About a week ago I posted about how the logic at my hosting provider Hetzner was flawed in regards to their upgrade policy and how it seems like a punishment to want to pay more. Well I emailed them, and got recommended to send an email to the customer services manager, so I did that one morning. Later that day I got a phone call from a very happy sounding woman (sorry I can't remember her name) saying she is the customer services manager and she is investigating and asking if it is ok to respond the following day.
The next day, no call but I did get an email from Hans Wencke who is the managing director.
I honestly was shocked, his email was great. He explained why the system is the way it is (makes complete logical sense now) and also outlined a plan for a review of the policy since changes have been made to their systems since the policy was originally made. Finally he offered my upgrade for free :)
This is one of the best service expierences I have ever had!