Rackspace Technology Reviews 312

We've been using Rackspace for 15 years. However, their support over the last few years has been completely terrible. The agents just respond with some non-sense just so they can get good stats on their response times, but don't actually provide any useful service.

Cancelled my service in January. Rackspace kept billing me. Called and was told to cancel again, which I did. Rackspace kept billing me. Finally cancelled by credit card to make the billing stop. Rackspace sent their continued billings to a collection service. Called Rackspace Customer Service which is in India. Can't understand the representative there, who was to email me that I owed nothing. No email received so I just finally paid the collection firm more that $200 to avoid impact on my credit (May). Rackspace is the worst. No functional Customer Service. Can't reach a person to talk to. Stay away from Rackspace! You'll never get out!

I used their service for years. Probably paid them over 500k over 18 years and while expensive, the service was fine. Then I tried to stop the service. They ignored my cancelation requests and continued to bill me. Then they had the audacity to put me in collections. Avoid these guys. They're fine until they screw you

We signed up in the hope of using access to cloud data storage, however, this past year has produced so many issues I've spent more time trying to manage their customer services than I have our data. They are slow to respond and do not adhere to their stated processes or our agreements. They're inconsistent, unreliable and from my experience, untrustworthy. We've even had our payments to them credited to another of their clients. Possibly one of the worst service and customer service experiences I have ever had.

Customer for 10 years and they used to have a call centre in Texas with really good knowledgeable people. Now the techs have no idea what they are doing. I have a customer currently who I can't reset their password. The system has an error saying I can't reset it. Ticket has been there for weeks and they say to try it again but it never works. They even closed the ticket once with zero resolution. As of this morning my client can't use their email. I'm going to move my customers to Gmail. 20% rate increase for no good reason just now too.

Rackspace requires you to use specific hardware and migrate to newer equipment every 2 years. Every time you do rates increase. For us this was extremely disruptive. Migrating off Rackspace was very difficult. I gave notice, then was told Copying our data was extremely slow. I suspect they throttle data transfers. Getting a copy of our data on a USB was ridiculously difficult and took forever. Their trouble ticket system is annoying. Simple issues have to be referred to various departments. They required us to pay via ACH but then made billing errors. I still have an unresolved billing issue. They started closing tickets if I didn't respond immediately. Now they have terminated my online access to the support site and I no longer have access to the trouble ticket system.

Support tickets closed without response; late notifications for overage; hidden network egress costs; waiting for weeks and weeks for responses to support queries; poor user interface and support system.

Cannot recommend Rackspace in good faith for any use-case or workload.

Having moved to another provider I find that Rackspace are taking money from my bank even though my account is closed. I can't deal with them because the account is closed. They say they will investigate and ring back but never do.

Repeated spam calls after asking them to stop on multiple occasions. They offer spam protection, but can't even control their own sales team? Would never deal with them.

Worst company you will ever deal with.

All customer service is outsourced overseas.

They don't solve any issues, just keep saying "we'll keep you informed" and there is zero follow up on anything.

I am taking all 10 of my domains and we are going to another service.

Whoever is managing RackSpace as a business should be fired.

Bad company. I haven't used the same one for over 13 years, this month they opened it in my recent use name. I have never used these services they claim.

The worst is yet to come. I opened a support ticket to deal with this problem on 10/19/2013 (#231012-ord-0000753) until today they have not responded to the ticket, that is, the support does not work.

Having been a loyal customer for over 15 years we recently made the decision to move away from Rackspace. As detailed in many of the reviews prior this was once a great company with great staff. Fanatical support really was just that. Support tickets were answered in minutes, telephone calls were answered in minutes, if you needed an engineer you were speaking to one within in minutes.

Oh boy have things changed, over the past couple of years ‘fanatical’ has become ‘farcical’ and non existent to the point that tickets are just ignored and never answered. If you put a call in to Rackspace you are passed around from pillar to post as no one has any clue what they are doing. At the time of writing this review and closing our account we had multiple tickets with no response from Rackspace for over 10 weeks despite us updating the tickets and requesting information many times. Yes you have read that correctly it is not a typo!

At the point of closing our account our credit card on file was charged multiple times for the final amount due on the account, trying to speak to anyone at Rackspace to get this resolved was an impossibility and ultimately resulted in us filing a complaint with our card issuer to resolve the issue on our behalf. We were advised account closure would take 2-3 business days, despite many calls and emails needless to say it took weeks.

If you want to keep your sanity and value your business my best advice is to stay well clear. If you are already a customer, I wish you the best of luck and suggest looking at migration strategies ASAP before it is too late and Rackspace truly implodes. It’s not a case of ‘if’ but ‘when’.

A totally unreliable service. Our emails are regularly down and there is no way to reach support other than lodge a ticket which can literally take up to 7 days for someone to response. The worst decision we made was moving our email hosting to Rackspace - we have had nothing but troubles ever since!

Previously a very contented customer for 15 years until operations get moved to India and everything fell off a cliff. So it's been 2 years since I dumped Rackspace, and in those 2 years I've been rewarded with nothing but a well managed and maintained service from my new provider Fastmail. Better corporate approach to customer service, faster, more reliable and they invest effort into keeping things this way WELL DONE FASTMAIL.

How Rackspace grounded our company to halt…

After being with Rackspace for 15 years our company was by Rackspace stated “hacked via ransomeware” we were never a witness to this but in December of 2022 our systems went down. At the time we had 2 dozen companies on a guaranteed Exchange account that we were charged by Rackspace a $150 a month for our reseller agreement. After the system was down for days we were offered a last minute deal to transfer all our accounts to Microsoft directly to handle an immediate recovery. We were told that we would be charged “$0” for this until the system was restored completely.

After the months of recovery, we were told we could have Rackspace and Microsoft install Microsoft Office suite with the Microsoft to resolve the current issues. They ended up added hundreds of accounts to our system and then informed us 2 months later that we now owe Rackspace almost $3500 a month. After dozens of calls and emails to Rackspace they closed our all our email accounts for the dozens of companies that we manage.

Because of the lack of support and their inability to correct the issue and to not upgrade our account or migrate them correctly. We waited months with limited communications, the accounts that were affected and then Rackspace shut down our accounts again. During this time I migrated all our accounts and closed all accounts except for the main account because I was still waiting for backup. We did not use or create email accounts with those licenses. I reached out to customer support again, I've followed up with support monthly and being told that I need to pay an insane fee to correct the account and no one ever did. I was finally contacted by the CFO of Rackspace after several emails... and was informed that the mistake was made by them and would be corrected immediately.

After all the mixups, and finally getting through to the CFO of Rackspace I was promised that Rackspace would pay our company $3323.33 and provide us an apology. “now I’m getting back from Rackspace that there is no money to be paid our company and no apology for their inability to manage or mismanage all of our accounts!” At this point I would like to give Rackspace a huge “F” for Service and Support.

I as A Microsoft Certified System Engineer, and a Cisco Certified Network Professional know Rackspace used to be a creditable source for hosting by reputable companies, but now am so disappointed to say that is definitely not the case any more. I highly encourage all companies and individuals to avoid Rackspace at all cost for any reason or project and if you’re currently using Rackspace I recommend that you start looking into changing hosting solutions.

What happened to this company?! They used to have great “fanatical” support but today it’s shocking. I tried closing my account in June 2023 and have just been successful today 3 months later.
I don’t recommend this company at all!

I’m writing to make sure nobody has to endure the terrible customer service that I recently got from Rackspace. I moved my company’s six email accounts there two months ago. A short time later, a malformed auto-reply email started self-replicating (which a properly-configured mail server should not allow). I quickly contacted live chat (since it took Rackspace support FOUR DAYS to answer my first support ticket), but they were unable to delete the runaway email. I submitted a ticket on August 5. The bad email quickly replicated over 250,000 times and crippled my email client. After five tries their back-end support team finally fixed the problem on September 1. It took them AN ENTIRE MONTH to repair a problem that should take a good admin five minutes to fix.

Terrible service, email went down for 3 months, so lost business, recovered account but then couldnt use outlook as they had changed settings and spent hours on phone, nothing got sorted, endless tickets raised, ignored, transferred my call to microspoft in USa without asking , cost me £57 which they said theyd refund ( after asking about 20 times,) now wont refund .Theft and terrible service

Today our entire account was closed without warning or reason. This brought down over 50 client websites. It took me 11 hours of effort contacting support to finally get the account reinstated. We got there in the end, but it was very frustrating as I was bounced around the call centre and was made promise after promise that was ignored. Proceed with caution.

Less than one star. They used to be just good, but for several years the services are lack of ethics and many incompetence, changed the tiers and take many days in solve tickets. After years of been his client our small business was forced to change provider due the lack of support and increasing of prices. They charged us the equivalent of 3 months of services, based on a “ general contract” never signed. Avoid this kind of services provider!