Rackspace TechnologyReviews of rackspace.com

We have been waiting for over a year for someone to contact us. We have called several times and sent multiple tickets, but nothing. An issue took place on 23 March 2021, and has still not been resolved to our satisfaction. The issue had a huge impact on our business, and cost us time and money. The cause of the issue was identified as a fault at the Rackspace UK data centre - lasting 2-3 days. In the course of attempting to identify and resolve the issue, we created several additional cloud servers. These were removed once the issue was identified as a Rackspace issue. Once the issue was resolved, we sought compensation to cover the charges for the additional servers, the service downtime, and costs incurred to us. This was handled extremely poorly our account manager. Following a discussion the account manager had internally at Rackspace, they promised to provide us with a credit to our account. This was discussed in a call that we have since requested to receive a copy of. To date we have not received any compensation for this service interruption, and we have sent several messages asking for the account manager or someone to contact us, but have had no response. As well as this, we are very concerned with the process of reporting an issue to the data centre, which we experience again recently on 27/07/2022. In both instances, we telephoned support to report the issue. We are based in the UK, and the datacenter is based in the UK. The Rackspace Cloud Escalations team are based in the US, and appear to only be available from 09:00 CST, which is 14:00 in the UK. This means that when we report an issue at 09:00 UK time, we have to wait 5 hours until this is picked up in the US. Once picked up, the US then have to speak to the UK datacentre. This seems a very delayed and inefficient way of reporting the issue. This also leaves a small window in the day where both the US and UK teams are both available. The poor level of communication from our account manager, and the delays to issues being reported and investigated has lead us to question our continued use of Rackspace. We thought the lack of customer support was Covid related and so we were prepared to give them some grace, however we're past that now and the service is still extremely poor. I would not recommend Rackspace. We are now exploring alternative providers.

They are no longer the "fanatical support" they used to have. I have been a customer for 15 years. When the new owners took it over 7 yrs? ago, it went downhill. 3 support calls (1 misdiagnosis (American guy), 1 Indian guy couldn't spell in English to verify me (hung up), 3rd person passed me to (Mexico), excellent, he solved my problem!

Incompetent, uncontactable and border line fraudulent. Charged my company for years for a service I had cancelled and did not receive. I didn't spot it as I had a second account with them. Support was just AWFUL. They refused to refund any of the funds they took. I told them to close my account. They closed my account, so I can't log in and look at billing and complain in writing and they are still trying to take money from my bank still. Fortunately I got my bank to block them. ZERO stars if I could. Now they just send emails for overdue accounts. Tried phoning them got cut off after 1 hour.

We have been a Rackspace customer for many years and in the main they have offered us a very good level of support during this time. However over the last 12 months or so something drastic seems to have changed. We are constantly going round in circles on tickets, getting contradictory advice, dealing with "rackers" who are clearly utterly clueless when it comes to what the issues are and how to resolve them. I think their first line of support (and even second) are now people who simply just seem to put "we are looking into this" updates on the tickets and then eventually post something that is entirely unhelpful as an attempt to resolve it. In order to get something seen to properly we have to call in and hope we can get put through to a technician who actually knows what they are doing. It's a sad place for them to be in and it appears many other people are experiencing the same pains that we have been. We are now embarking on a path to migrate all our services away from Rackspace which is a significant logistical and costly exercise but we feel we have no choice but to do so in order to provide our clients with the support they need and deserve

Horrible support. They migrated my company's email to their new services and it has been disastrous. They have failed to migrate 4 times and took my email down for 5 days so far.

What has happened? We have used Rackspace as a service provider for many years and have, up until recently, always been very impressed with the level of service and support we have received. The past 12 months, however, have been a completely different story. Emails go unanswered, tickets not replied to, and when you do finally get to speak to someone it feels like they either don't know what they are doing or they just don't care! I'm currently trying to resolve a billing issue and feel like I'm banging my head against a brick wall. Such a shame to see a once great company go down the pan!

This company used to be the best in support but everything has been on a steady downward direction... the fanatical support they promise has become fanatical nightmare, I used to recommend this company to people I know, but not anymore. I wish you bring back those trained people that I used to talk to and loved every support interaction I had, not anymore. Tickets are not even getting updated or looked at, nobody reads anything, they decide on their own, chat support responses are now canned answers, nothing is getting done on time. My tickets 6008203 and 6009567 are nightmares to deal with.

A few months ago, and over the past years, I could call, get a native english speaker, and have my issue resolved in minutes. Right now, I'm horribly frustrated. It literally takes 10 minutes, multiple calls, to get an exchange mail/mailbox account renamed -- to be told it will take two hours or more. I've blown my entire weekend dealing with these people from addressing DNS to a simple mailbox rename. A few months ago, took less than a minute! These "tech support" people are half trained. If I wanted this, rather than paying a Rackspace premium, I'd be over in in the other side of hell dealing with Godaddy or Hostgator support. They must have an nitwit exchange program between these companies. Rackspace has completely gone downhill.