Rackspace Technology Recenzje 

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."

EDIT: it has been 1 month and still no solution. I am held hostage because my archives and 10+ years of email activity is stuck with rackspace. Their status page is overly enthusiastic and misleading. I am still waiting to download my PST backup so I can move away from this fallen giant

It's Saturday 17:15 as I write this review and my last received emails were yesterday 7am. That's over 1.5 days of missing emails and communications.

The worst thing? It seems all those emails will not ever arrive meaning I have lost out on potential business as well as hindered my reputation on my customer relations with my client base.

Totally unacceptable from what I thought would be the safety net of a veteran company in servers and security.

I have followed Rackspace' guidance on migrating to Office 365 but Microsoft' clunky registration process to become a partner is a longwinded process in which now is blocked by a review which will take 3-5 days

Meaning I can't do anything right now.

Email system went down in th UK at 7am Friday morning and Saturday morning decided to change emails to office 365. Emails would not migrate, spent 3 hours on the phone to support who said they couldn't help. PICK A DIFFERENT COMPANY AVOID THESE AT ALL COSTS

All our Exchange email accounts have been offline for over 24 hours!! so we cannot access or respond to customers emails or access meeting links - it's a very costly, highly stressful mess caused directly by their technical incompetence!

And to compound the stress they're providing no updates and no support at all! It's the second time in a month that our email accounts have been offline for extended periods without any communication or explanation. Completely unacceptable!

Based on my experience they're the absolute worst company to use, and I strongly advise against trusting them with your emails or infrastructure as they simply don't have the technical competency or support structures in place to handle this responsibility.

I'd rate them 0 stars if I could.