Rackspace Technology Reviews 

Great service and support

Terrible customer service, ignorant, lacklustre, disorganised.. No wonder the share price has tanked.

Rackspace colocation experience is seamless. the trust and on time delivery i see Rackspace has.

They've become useless, after 18 years with them I'm done.

I use this services more than 10 years. I tried many different emails services but this is my favorite!

I am satisfied with the service received from RackSpace and the engagement from our Account Management team.

Rackspace offers a service. So, the best part of the service they offer is it works all the time. Our company used several other large companies to host our email etc. Rackspace is the only one that I don't have to constantly call for issues. In fact, I can not remember when I had to call them it has been so long. GREAT SERVICE!!

Excellent job by Ashishpal Singh. He took the issue upon himself to find out the root cause of it.

Excellent support, peace of mind our clients data is in safe hands.

I used to really rate Rackspace but their service is now appalling. After a month of trying to sort issues regards DNS and having in writing and in tickets assurances that no changes to the DNS would be made on my account they deleted all the zone files anyway. Every client of mines website went down including email (which they Rackspace themselves host). You cannot contact your account manager even the Tech guys couldn't help and they cannot contact their own managers. Customer service is non-existent. They charge premium prices and supply discount service.

I used to be with a company that had a server with them. I moved to a different company but they've been sending emails and calling for 10 months now about missing payments even though I tried telling them (probably 5-10 times) that I'm no longer affiliated with the company. Had to put a block on their phone number and mark their email domain as *SPAM* in order to get rid of the unwanted contact from them. Still, they leave messages on my voicemail once in a while. Can't recommend their service to anyone!

40 DAYS to resolve issue !!!
Still not resolved and keep counting...
During the transition to the new exchange server all of our email enabled folders stopped working. We went through numerous people, who doesn't even bother to read the ticket, all they know is how to answer politely "we are working on your issue it is high priority for us". Then we got a hold of UK office folks, those guys fixed it for us in one day (in couple hours actually), huge thanks to them. BUT during resolution of this issue one folder we forgot to transition properly and now it's been 40 days since we submitted ticket to fix it. They don't even bother to answer!!! We had them for more than 10 years as our exchange email server provider, but last 2 years it is just one disaster after another. I think the main issue is - No accountability, typical example of "Outsourcing went wrong". Unacceptable amount of time to address simple issues.

Don't use RackSpace. RS of 15 years ago was AMAZING! but Rackspace 2022, sux ballz. If you want your email and content unavailable for hours or DAYS in the middle of the week and during business hours, Rackspace is what you want. But most other hosting/email providers understand maintenance windows and keep their customers up and running as much as possible. NOT RACKSPACE.

shocking customer service, hang up if they don't know the answer

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