Rackspace TechnologyReviews of rackspace.com

The timeline of reviews here is an accurate representation of the company. A few years ago (granted when they wanted our money and to migrate to them) they were fantastic. My......look at them now. They are a shadow of their former selves. Incredibly long wait times on tickets, awful customer service, zero consistency, astronomical prices. Meetings...so many meetings..... meetings to discuss what was discussed in a previous meeting because no one talks to each other....yet we're the people paying them to advise on best approach/practice! My recommendation [to anyone considering Rackspace] would be to invest your time and money in training up your staff and doing it all yourself in Azure/AWS - it would be far cheaper and not to mention quicker. (I have had my staff on training courses with this goal in mind to leave RS when our contract is up) or, you know, go with a more competent provider.

Rackspace is a wonderful organization and this organization is employee friendly and keep a believe and faith on Rackers. I love the organization and leaders dedication towards work and strategy.

Don't do it - I'm a long-standing client and over the past couple of months they have gone down the toilet in a substantial way. I used to love them, but I can no longer in good conscious recommend them (maybe recommend Rackspace to your worst enemy).

Poor attitude to SME's that request flexibility due to COVID. I get the feeling this corporate doesn't care even though I've been a customer for 15+ years.

My experience with Rackspace is the absolutely worst web host in my 10 years of publishing. First of all, my firm was looking for a solid solution and were willing to pay more for such solution. They offer a "Fanatical Support Agreement" that spells out some very high service standards. I paid more for these service standards because it was what I was looking for. I noticed during our on-boarding , they were constantly violating the Fanatical Support Agreement and not only violating it, but not even coming close to what they promised. The first two months were horrendous and we were given an excuse on why they couldn't meet the support agreement. They basically said that I had to call in rather than submit a ticket in order to get their fanatical support promise. Nowhere in the agreement does it state such as thing, They stuck to that and continued to disregard the agreement, not even acknowledging their agreement does not make mention of how we contact them. Also who in this day and age with a high tech company do you call into? Nobody does that anymore. In addition to this, the staff always told me they were extremely busy and as far as I can tell they were racing around to get work done. Hence, it appears they were understaffed to handle the workload and their sales team was still selling the fanatical support agreement even though they probably knew they could not fulfill it. Then more recently, I got a notice stating that they are going to charge me a credit card fee. Well we have a two year pricing agreement and nowhere in that agreement does it say they can charge me this fee, actually the price is fixed for these two years. So now if I pay my credit card, they charge a 3.5% fee. My firm pay around $700 a month for their services, which includes a number of additional ads on, so we are not a real low paying client. I tried to work with one of the upper level executive and while he meant well, but this went nowhere. This executive indirectly acknowledged that they have got away from their roots of providing "fanatical service" and he was their to change this. However as he tried to help me, he could not get anywhere. In closing, my firms pay up for quality service , we have partners we greatly appreciate and almost all our vendor partners do a wonderful job. In my humble opinion, this is a very poorly managed firm, a firm that lacks quality upper management or they have some very serious financial issues. Again I don't know if this is true, it's just my opinion and say this based on my own experience with them.

Terrible service, atrocious customer service, and buck passing like I’ve never seen before. I’m going to save both of us (you the reader and my the reviewer) some time. Just... Walk away. Find another provider.

I have tried to run a business through them, due to an interesting offer that let us run the first two years at an extremely reduced cost. Then, the hell began. Load balancer devices worked only during daytime, while they constantly crashed for 2 to 6 hours a day during nighttime, EVERY NIGHT, making our website completely unreacheable. I still have a ticket on their customer support asking to fix their load balancers, and I am still waiting for an answer from them. I opened it four years ago. In the end I had to stop using those services and just rely on virtual servers. The "cloud database" product is basically a scam. It optimizes certain types of queries and slows down others, so that when you try to migrate elsewhere it becomes extremely expensive, as you will need to redesign every query you have ever written. The cost of such service is constantly increasing because they enable debug flags for you, from time to time, making the DB size explode. When you find out and tell them, they will happily disable such services, but it will be too late: your database is ten times bigger than what you need and you cannot really reduce it anymore, without creating a new instance, migrating data and shutting down your service in the meantime. Every summer, expect downtime, at least 3/4 times per month: rackspace seems to be completely uncapable to carry on maintenance by warning people in advance and providing ways to prevent issues: network infrastructure will be shut down at surprise, there are no alternative ways to make your service reachable, and you just have to deal with it. Do you have any customer who might complain? Too bad, it's your problem, accept it and move on. Is this just an unlucky event? Well, after six summers where the same series of "unexpected maintenance problems" occur, it's really hard to believe this is just bad luck. After years of struggle we finally managed to migrate away most of our services from them: only a single product remained on rackspace, as it was too delicate to migrate it easily. Then, these days, they played their final card: without ANY notice whatsoever, the virtual server hosting our last service on rackspace had its hard drive completely wiped out. We tried to open a ticket about this and we got the enlightening answer: pay us for the premium-tier customer service, otherwise your data will remain unavailable forever. Staying in Rackspace has been the worst mistake I ever made during my career, and I can't wait to finally get rid of it completely. Don't use this provider for anything serious, it's really not worth the pain it will cause (and don't use it for non-serious projects either, there are plenty of better and cheaper options in the market).

Terrible Customer Service - One to Avoid! We've been customers of Rackspace for more than 15 years and in the old days considered them one of our best suppliers - providing a responsive and excellent service that lived up to their Fanatical Service promise. We recommended them to our own customers. However, in recent years, our experience has been very different, reaching a climax of awful customer service in 2019 when we finally decided enough was enough and we needed to find another supplier. In the final few months we have had: Extraordinarily slow responses to requests for quotes for new service. A blank refusal to quote us for the cloud based service they trumpet - presumably because this would reduce our costs. Account managers telling us verbally that we were out of contract and then declaring when we tried to cancel our contracts that we needed to give them 90 days notice on the contracts that had ended and then telling us that we would have to pay another nine months for half of the services they provided, which they claimed were still in contract, in direct contradiction to what they'd told us by phone, An initial refusal to escalate our complaints and then a claim to have escalated our complaint that we found difficult to believe since we had no contact whatsoever from a more senior manager. Perhaps most tellingly, when I sent them a copy of their own 'Fanatical Service' promise they claimed to have no knowledge of it but promised to pass it to their legal department to see if it had any legal meaning - who again never contacted us. When a company's employees have no awareness of their organisation's service promises you really have to question their worth, particularly when they clearly have no connection to the organisational culture. There are MUCH better suppliers out there - avoid this one.