Rackspace Technology Reviews 312

My business has been with Rackspace for many years. In the last couple of years, the service has been AWFUL. They don't solve any issue. If you push them to help you, the reps often just hang up on you. There was a time when they were good, but their slogan of talk to a "racker" should be talk to a "slacker" now. Currently, I am having an issue of randomly not getting some of my emails. I have now called 4 times, and they are not able to tell me why. They just send me an email and if I get it, then they say that I don't have a problem. Really bad.

We have been with a long time since 2013. However, their service terrible since they were bought several years ago. They used to be able to help you quickly. Their fanatical service now means they close your ticket as soon as possible and pass on to other people. It takes 3 to 5 tickets to get something done. Their exchange email got hacked and held for ransom last December and they did nothing for weeks. Their main goal is to trap in contract and do as little as possible. They stalk you on signing contracts and then ghost you. They caused a lot of damage to our small company by losing our email since inception when it could have been prevented with a simple patch.

I had to tell them how to configure a Route Based VPN from an ASA. They made loads of mistakes and I had to pick apart the config (even though they were supposed to put in what I had sent them).
Once I started correcting the config they no longer wanted to screen share.
Nightmare to work with.

Recent requests for service were addressed promptly with the proper skills and attention to detail.....

We were paying for the same service with Datapipe. Then Rackspace bought Datapipe, took 5 months to switch us over and double-billed us for those five months! Ex: We paid Datapipe for monitoring from Jan-May, it took Rackspace 5 months to move our account over to their systems, and then in May they sent us a surprise arrears bill for Rackspace service during Jan-May.

We've fought for months to get this amount erased, and it's been frustrating to say the least. There is high staff turnover so your "contact" suddenly isn't there anymore. There is a lot of chasing down the right people, multiple times, only to be treated apathetically. Several-year user of Datapipe/Rackspace looking for alternatives now.

I have used Rackspace for 12 years for high profile hosting ad high-availibility data environments and I have always had a great relationship with the UK and global account team and board management team. Since a few years we only get overseas (from India) low quality support and install delivery over more then 6 months (expected in two weeks).
We cannot rely on them anymore.

I could not get the service to work. They continued to charge me for a year. After complaining, they told me a support team member would call me back. So one ever called.

I have used Rackspace for 15 years for many high profile brands hosting environments and I have always had a great relationship with the UK and global account team and board management team. Since 2022 I do not know what has happened but we can only get overseas support and we have an issues regarding confirming contracts and billing. they seem to have only one interest and that is to manipulate the truth to extract as much money as they can and have no interest in long term customers anymore They will lose me as a long term customer and the $millions of dollars I bring into them for the sake of trying to overcharge us by £15k. The communication skills are very poor and comes accross as junior staff untrained and damaging the little reputation they cling on to. Something bad is happening over at Rackspace !!

This company sucks - their email sucks - we have it at our business and it is completely useless. People email me all the time and I cant even send a reply to them because the postmaster doesnt recognize their address ?? How stupid is this? I had to set up a gmail account just so I could send clients a reply.

They don't cancel when you ask them, awful company - awful service -

I cancelled my POP3 account on 11/14/2022. They were billing two line items on the invoice. Pop mailboxes and extra storage on those mailboxes. They had me send an email to verify that I wanted to cancel. One item was canceled but the other extra storage was not cancelled. They continued to bill despite me sending message and calling. the accounting department would not return my call. They finally closed the account for failure to pay and sent the balance to collections. They told me today that they could not fix the issue.

I just waited 3 weeks for a useless not-helpful response. Fanatical Support? Really?

Constant issues with outages and poor support left us with no option but to set up new hosting services through AWS. Now we can neither delete the servers we have at Rackspace nor cancel our account without having to call in to their support line.

These are basic controls that should be provided at the account admin level; however, Rackspace does not provide this to their customers. They'd rather, present inconveniences and roadblocks to make it difficult to stop using their services thereby allowing them to keep billing you for as long as possible.

In addition, once you call in it takes them 3 business days to cancel your account.

Technology updates and tech support are very good. Support people are also very friendly & courteous.
Pricing for some services is rather high.

Very Responsive

I've used Rackspace for years now - for Exchange email and Office 365 - and they've been fairly dependable. Nothing amazing but considering how user-unfriendly Microsoft products are, they've been a helpful man-in-the-middle giving extra support.

Lately however the quality has gone off a cliff. I spent 30 minutes yesterday just trying to get a simple answer around DNS settings. I repeatedly had to tell the agent to give me the simple information. He kept talking around it, telling me I had to update DNS when I'd already told him this and just needed settings. It was insane.

Then they told me that the domain alias had been set up wrong - but it had been set up by THEM and they'd confirmed they had done it.

Today I started a new query with 'the email XatY is still not working, please assist'. Their response was 'is the email address XatY working for you?' Literally the most insane response that shows they're not even capable of reading the most simple message.

I can't deal with this complete waste of my time and am leaving for another provider after 8 years+

Although I’ve never needed to contact customer service, the product is top notch. The email interface is clean and straight forward. The admin interface is robust without being bloated or confusing. The price for the services I’m receiving is excellent.

Attention and support in the expected times.

We confirmed my transfer of domain is completed.