Rackspace Technology Reviews 312

Rackspace Webmail Customer Ten Plus Years.

Not only does Webmail go down often when you try and call or chat they act like it's the first time they are hearing about it. (EVERY TIME I'M THE FIRST ONE COMPLAINING?) So many issues with Spamming Blocked accounts but when the Account were acutely compromised nothing. Rackspace lock accounts and restricted traffic for legitimate Emails, these were INSIDE THE SAME DOMIAN!! Pointed out a Printing issue Years ago and still Rackspace has not fixed this. The answer I got from Rackspace was, we know it's an issue but there is a work around for it by doing these steps (XYZ steps) Okay well now it's been years (not exaggerating on the years) and it's still not working correctly.
CRAZY- If it were not so hard to switch everyone over I would have done it already. It's coming just need to find the time.

What happened to the "fanatical" customer service?
I have been trying to resolve a critical issue and get no response. The representatives simply repeat the issue and after hours of hold time and waits, nothing happens. I have asked to speak with a supervisor or second-tier representative and am continually told that is not possible.

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.

Just going to echo what everyone else here has been saying, Rackspace support used to be rather good. Within the last year it degraded and then in the last six months is become absolute crap. Their supposed value add is now a detractor and I am now going to move everything I can off their platform.

Really bad service and support. Used them for over a decade and were amazing in the last 12 months they have had bad service and even worse customer support. They have said for years they offer fanatical support and they did. In the last year, I am not sure what happened but they just don't care. The normal response time is about 9 days when we have an issue. What was a great company seems to have ended.

Text support used to be to be the reason to stay with Rackspace. My latest experience dealing with them link with them was worse than terrible. Very sad to see how they have changed. I am now searching for aufor alternative providers provide us.

Good until you try to close your account- they refuse to close it (illegal), and keep taking monthly payments forever. Why? They gave lots of excuses such as “you need to update your card details for us to close your account” - fine. But when you try to update card details their website gives an error. So you’re stuck unable to close the account & forced to keep paying monthly fees forever. Where is trading standards??! Their live chat is unapologetic & doesn’t offer solutions. This is not allowed in UK.

DO NOT go with Rackspace. I've made the mistake of migrating several clients to Rackspace as their first O365 Account. Terrible support that seems to only look on google to see what's wrong. I can do that myself. Creating the ticketing system, missing promises, I just cannot recommend them at all. They have no idea how to fix your issues, and believe, ISSUES will come up. This IS MICROSOFT after all.

If you're a tech, thinking about migrating your clients to an O365 Solution, I would recommend using Microsoft themselves. At least they have qualified engineers. Rackspace is just a joke, and command a high price. There was once a time I was able to call Microsoft directly. Now, I have to use Rackspace.

I have been with Rackspace for a number of years and have to say the support has gone downhill. I want to deal with support in this country, not a call centre located on the other side of the world.

I have had a week of not being able to send out emails using my account. I have been fobbed off for 7 days now and it's appalling. How can any business operate in this manner? It would be much quicker to deal with Microsoft direct than having to go through a ticket system that nobody really answers.

As soon as I had to deal with the call centre operators, my promises were just false ones with no answers. Each time it was we will call you back, but nothing happens. How can we make a serious complaint?

The level of service is terrible.

Not sure what has happened at Rackspace but the quality of the support has taken a massive downturn recently. We have tickets that are going unanswered, and when we do get a response it generally has a half hearted suggestion on when WE have to do to resolve an issue with the system THEY are supporting for us. I could achieve the same thing with a 5 minute google search. I had hoped that Rackspace would have the expertise that I don't have so that my issue could be resolve by people that know what they are doing.
Disappointed.

Oh my god. A once top-class company now has sunk lower than the worst budget-brand hosting company for support.
Everything has been offshored, which goes to show how they value customer service, and based on the quality of the calls just shows how fanatical their support really is now non-existent.

Example of a phone call I had with them a few months back:

RS: Please be giving me your pin
Me: The support pin from the panel or a PIN I have memorised?
RS: (Indistinct grunt)
Me: Which one?
RS: Yes

I miss the good old days where they really respected and went the extra mile to support you. Now, it's like trying to explain to a toddler how to write assembly language. We have support tickets that took nearly two months to get an answer over regarding P1 service outages which happened earlier this year. A deplorable company to work with, and we're actively pushing to remove our business from them as they are classed as a significant risk.

horrible customer service for dedicated hosting. A simple problem that can be fixed in 15-30 mins takes weeks to resolve through the tickets system. I decided to transition to AWS.

Rackspace has changed. They have no business being in service with the tech support they provide. Their tech have very limited knowledge.