I think the main thing I learned from that is that there are a
surprising number of hosting companies and self-professed data
centre operators who really don't know much about the DNS.
Or even what the word "datacenter" means. Sounds to me like a rack of
servers or a cage was suspended, not "an entire datacenter" which was
claimed several times.
The recorded phone call was basically a lesson in how NOT to escalate
a call, from both sides involved. From the customer's side if he'd
not been so confrontational, he probably would have gotten his
problem solved. From the operator's side, they should have a
procedure for dealing with abuse and critical escalations 7/24.