Rackspace Technology Reviews 312

If I could give 0 stars I would.

Rackspace's Exchange servers were hacked last week and they shut the service down leaving my business with no email access. It took over 5 days for them to set up a mail forwarding so we could at least get our incoming mail (although missing 5 days of traffic). Still waiting to be migrated off their platform to O365 (which seems to be their only solution offered) meanwhile we are having to use temporary email accounts and reach out to all our clients to explain why they're receiving mails from something that looks like phishing.

What the heck? You fire 200 employees and have no care about your customer/tech service? I can't believe after days and hours of waiting to be helped, finally getting someone who said he couldn't help me bc I was on the exchange. I will definitely be talking to my owners for a change in a different company. You guys fell off. Have another margarita as you go down the slide before its moved straight to hell. Boo

I wish I could give them a zero! They were supposed to be one of the largest and protecting our emails and data. That is certainly not the case, given the cyber-attack they just were hit by. The geniuses shut all Microsoft Exchange emails on a Friday morning with no warning. Then, they proceeded to send the email to the addresses that they shut down! Their updates for 6 days were redundant, saying the same thing over and over. Their solution? Migrate your own email to Microsoft 365. They'll pay for the upgrade, but you have to basically figure it out yourself. Per one of their "updates," this attack was focused on primarily small to mid-sized businesses. News flash. . . small to mid-sized businesses generally do not have IT departments! Therefore, migrating is not easy and will drain every bit of the time that I need to spend servicing my own customers who, by the way, we have lost face with since Rackspace's breach makes us look uncredible. This is not new because when I decided to upgrade from the low-level Rackspace emails to Microsoft Exchange, days were lost due to migration issues. Customer service was terrible then. Now, we cannot even get through to any of their "Rackers." I paid an employee (hourly) to sit on the phone waiting for SIX hours just to not reach anyone. I have very strong words for this company who is literally holding my emails captive. I will be moving my emails to another company the very FIRST chance I get!!

Rackspace - What Happened?

I have been with Rackspace for 20+ years (when they were known as Mailtrust) and this outage is a first! I am loyal but being down for nearly 4 days is killing me!!! Over the past two days, I have spent over 12 documented hours with support who is unable to fully migrate me to Office 365 which is purported to be their workaround.

Rackspace is throwing bodies at this but those poor folks are not trained well enough to deal with this problem. One support person called me back at 1:30 in the morning Pacific Time responding to a support call I made 15 hours before.

I see this as a catastrophic failure from a service provider I thought was bullet proof....I now must consider dropping Rackspace entirely in the next 24 hours - I really hate to do this but......

Needed to vent....

I've worked with Rackspace for nearly 15 years and was on speaking terms with their President Lew Moorman. Sadly, Lew left and ultimately Rackspace was taken private. They stopped being an innovator.

With the advent of Covid, current management decided to fire the majority of their support staff and outsource all support to India.

They also fired most middle management based in the U.S. and outsourced all billing management to India as well.

Basically Rackspace gutted the most important part of what made it special... its people.

The end result has been lackluster support where Support Tickets aren't answered for WEEKS and sometimes MONTHS... where live chat becomes "unavailable" even though you are told it is the best way to resolve problems... and where phone calls go unanswered for hours on end... yes you can request a call back... and if you are lucky you will hear back... usually just as you are trying to fall asleep... if at all.

What's worse, the "replacement" staff are not knowledgeable so they ALWAYS have to refer to some other department... who are naturally NOT available. This in turn creates MORE challenges.

Problems include:

* We've had our services suspended for non-payment even though bills have been paid.

* We've had clients suffer disruptions due to changes at Rackspace that they didn't bother to communicate.

* We've seen multiple system-wide failures at Rackspace caused by human error... usually during "updates".

* The latest is apparently a massive security breach in Hosted Exchange that has left users without access to their Email for days.

As a "partner" of Rackspace we placed our clients Emails in their hands.

Sadly, Rackspace's failures make it seem like we don't know what we are doing... trusting Rackspace has damaged our brand reputation as a result.

Worse, we've lost many clients due to Rackspace's incompetence. We have tried to stick it out in the hopes that Rackspace would turn things around... but the latest incident demonstrates Rackspace cannot be trusted.

Effective immediately we are urging all clients to move to Microsoft Office 365 or Google Workspace through their local IT service providers.

OUR ADVICE: DO NOT PARTNER WITH RACKSPACE. THEY ARE OVERPRICED. THEY ARE NOT RELIABLE.

Fanatical Support no longer exists at Rackspace. Innovation no longer exists at Rackspace. The only thing that seems to exist now is a commitment to milk every last dollar of profit out of Rackspace until management finally kills it.

You can do better than Rackspace. You owe it to yourself and to your clients. No matter what Rackspace tells you they can no longer be trusted. Yes folks, they are THAT BAD.

They used to be great until the buyout. After that the level of service went down significantly and it was obvious they were offshoring their employees. So now this debacle which affected us completely as we are a PR company and email is our lifeblood. Here's the best part. Got this email today (edited for clarity). Gee, thanks guys. Will never use your services, after a decade with y'all, ever again.

"Dear Valued Customer,
Thank you for your renewal! Your Rackspace Cloud Office services have successfully renewed and your credit card on file has been charged. Below is your renewal summary. We recommend that you print this email and keep it for your records.
Invoice:
Total Prepayment:
$46.90 (charged today)
Renewal Date:
12/4/2022
An invoice that further explains these charges is ready for your viewing. Our award-winning Fanatical Support® team is always available! Call us at 1-888-850-3994, or choose Live Chat straight from the Control Panel.
Fanatically Yours,
The Billing Team
Rackspace Cloud Office

After years of consistent outstanding support and rapid response, RackSpace has apparently gone dead in the water. News about going public and recent executive shakups tells me why. In the meantime, no email for three days, no access to support, no information about what is being done and how long it will take. Time to find another provider.

No email service for 4 days now. Was on hold for 4.5 hours on Sunday and talked to a tech who DID NOT STEP ME THROUGH ANYTHING to restore service to my business!!

It was quite frustrating, we understand such things but no backup plan? On twitter, Apps4rent team suggested and helped me signup for Exchange Online plan 2. Emails are coming, Rackspace hopefully you'll provide me my old emails so that I can migrate them.

DO NOT USE! Now considering joint legal action against them. A total failure of business and customer service. Email has been down for 4 days. Work around does not work. No call backs. No support. Avoid at all costs. Am looking to export my domain to a reputable company now.

If your looking for email hosting, look elsewhere. There is no support from the fanatical support. Email down for 4 days now.

Major system down, no access to emails for business and personal since Friday 2am, no communication works, on call for 1 hour 48 minutes no one answers, automated call back, left 2 call backs on Friday (2) and Sunday (1) no one called back, press "1" for this topic, phone goes dead, can not chat with agent, can not leave ticket as system logs out, minimal communication which they could correct by putting on front page (only found out systems update by goggle), could make it easy to forward emails

Someone PLEASE tell me how you contact Rackspace to actually speak to a live person...someone did answer, today after calling since yesterday morning, and he "works with Linux and I need to transfer you" when I asked for help migrating our company's emails to 365. Holy cow what a nightmare and mess for Rackspace and they have no customer service in place to handle the migration FAILS on their website. Wonder what everyone is planning to do going forward...a plan that doesn't include Rackspace which probably won't exist anymore, after this service nightmare. UGH

Wow. Total failure of buniness and customer service. Email has been down for 3 days. Work around does not work. Call backs in the middle of the night, if you get a call back at all. No support. Those that i have actually talked to know absolutely nothing but reading the "instructions" that don't work. Avoid at all costs. Am looking to export my domain to a reputable company now.

Rackspace is not only showing they have terrible service, but they are also showing the world they are not prepared or capable of dealing with any urgent issues. Zero backup systems in place.
A few years ago I got thousands of emails that were not mine, they mixed some other account with mine and I reported it. Reaching out to support is more complex than a self-brain tumour removal.
I have years of very important emails trapped and maybe lost I will seek financial compensation to the max because not only did they fail to protect our data but also fail to provide a back system. Moving to Office 365 is impossible if your system is down or if you can't reach support. Terrible service,

Hosted Email (Office 365 account) went down 48 hours ago due to their security incident. Twice when I finally got through to two different people, they were clueless and hung up. My phone log has 7 hours of on hold time!

It was only after business hours late Friday night 12/2/22 did they post a work around - which did not work for me.

We are an MSP and have placed many clients on Rackspace Exchange servers over the years, everything has been fine until they went public. Support is nonexistant, then the Dec 22 exchange failure/security issue, no transparency, no solution, no data etc. It's been over 48 hours now, still no resolution. The biggest issue here is the lack of transparency, information is not flowing to users so they can make a proper decision on moving forward. Our solution was to move all clients to Microsoft, and hope that at some point we can recover data from rackspace. After over 10 years with them, I would never pay them another dime for anything, they have broken all trust in the company. Sad to see, but it's reality.

Worst support ever. After 2 days with no call back no email and pathetic updates. I finally get a support representative that can't even speak English. I will be moving All my hosted exchange elsewhere. BEWARE this company is pathetic at its best!!!!!

Waited in the office all day today for a promised callback. No call back but no surprise as we have requested a call back 4 times over the last 2 days.
I would avoid Rackspace at all costs

Incompetent provider, email outage and support is not responding, supposed "security incident"

"Please see our status page for details, as we update at least every 12 hours."