Rackspace

I have been a Rackspace customer for well over five years now and I am finally going to have to leave them. Their support used to be amazing, 24 x 7 and most of everyone you would get help from were fantastic. However, now it seems they have moved some if not most of their support over seas and like all the other companies who have done this, the support has going so down hill its just not worth staying. :(

For 20 years Rackspace provided the highest quality of service and support. You could always speak with a knowledgeable technician here in the United States who fully understood the technology. Unfortunately, that has changed. A few months ago, I called for support and had to speak with an outsourced technician who I could hardly understand and who could only read scripts as responses. Because I had always had great support previously, I shrugged it off. But then, they start having major infrastructure failures. In early November 2022 their POP servers went down. Then in December 2022 their entire Exchange server infrastructure is shut down by what they have stated to be a ransomware attack. This time they are down for days and have stated that they don't know when they can restore service or if they will be able to recover customers data. In an attempt to help their customers, they are offering a migration path to their 365 server offerings. I tried to make this migration for one of my clients with no success. After 2 days of attempts and many phone calls with technicians who speak a completely different brand of English, and who didn't have access to the technology required to overcome the hurdles. I eventually spoke with a U.S. based technician who had been pulled in from another division who was able to overcome one of the hurdles but was still unable to help fully migrate to the 365 service. At this point my client's email had been down for 3 days with no service restoration date in sight. I realized now that this was completely untenable and moved the client's email accounts to another provider. This is a sad divorce for me because we had a good run together for 20 years. I hosted many of my client's email at Rackspace and took comfort that they were a great company. During the hours I spent on hold through this event, I googled to see what has changed at Rackspace. It appears everything. They aren't the same company they were. They now outsource support. Perhaps the new ownership found cheaper engineers as well. As a cyber security professional, I am always on the vigil for ransomware and other malware that may affect one of my clients. I never anticipated Rackspace would fall to ransomware and not have a readiness plan in place. I know it's easy to sling mud from an internet post, and it is likely that this could have happened to any of us. And I'm sure it has happened to many who thought they had good cybersecurity and a solid recovery plan in place. But, after this incident I no longer have any faith in Rackspace and I will be moving my other clients to another prover as well. Sorry Rackspace. We had a good run but now I'm out.

Total system failure. Without services for 3 days now. Absolutely no support. If you do get a call back it is in the middle of the night. And then a waste of time as they only read off the website "instructions" and can not offer any thing more than reading what you already have.

Prices for cloud services are all over the place. Rackspace has fair prices (not cheap) but great quality in terms of downtime, client services and support when you need them.

Started getting spammed... traced the source to RackSpace, and I was a client of theirs... Took days to get the Spam stopped & until I figured that RackSpace was the source... told them I'd leave and that took many hours as the Indians are 100% Paper pushers & Anal at times. Done with them FOREVER. Another American company BITES the dust!

Excellent customer service, and would highly recommend Rackspace. I found them easy to work with, and a user friendly site.

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.

Their customer service does not respect the privacy of their clients. Keep on asking on things that I specifically pointed to be confidential.

I hope they can work on improving customer service

Good customer service and when ever you call the next minute they are always around the corner.The last service was good. Thanks

Rackspace has the absolute best VM servers around and I am not getting paid to say this. I have used them for years now and they have always served me well.

If you really know what you are doing, then rackspace is the place for the majority of clients IT cloud and hosting services. I do web design and send many of my clients to rackspace.

For dedicated hosting you really can't beat rackspace for their top notch customer service. I have tried the cheaper hosting --- you pay for it with blood. Stick with rackspace

N January 2010 we signed up with Rackspace and hoped for the best as our first experience with managed hosting with 800Hosting was a disaster. The switch to Rackspace has been a great improvement for us. We have been with them for almost a year and have NO complaints about any of our websites, blogs or databases we have hosted with them. They have delivered all that they promised.

Our first experience with managed hosting was with 800Hosting and they delivered NONE of what they promised. They had a great website with great promises, but were more than a disappointment. All of our fully managed websites went down due to a catastrophic failure with their server, and we had to notify them! They did not even know! We purchased monitoring 24/7 so how could that be? We had purchased a fully managed dedicated server so we would not have such problems. They lost valuable confidential customer personal data and almost all product images - gone forever. We purchased daily back up so how could that happen unless they did not provide what they promised?

As you can see, we were very skeptical and worried about our next host. Anyone can make a mistake but they were NO help making things right and showed NO understanding as to how being totally down for 6 days was impacting our business. That really was unbelievable in a web host, and based on their website not possible.
Since moving to Rackspace we have had nothing but peace of mind. They seem to appreciate how much our success depends on them delivering the goods. They provide monitoring, pro-active support, technical support 24/7, and improved server performance. They more expensive BUT NO down time, no data loss and no worries. This is priceless to us.

We wished we would have found Rackspace before 1-800-Hosting!

Best customer service ever! You call? They fix!
As it should be.