Rackspace Technology Reviews 

We failed to negotiate terms for a new contract and repeatedly communicated our plans to close our account. After failing to engage over the course of 18 months, our account manager finally arrived at the last minute to hold our account hostage and pretend our prior communication never happened. After being pressed on it, the account manager gaslighted us by repeatedly inventing new rules and lying about their processes. They actively prevented us from escalating the issue beyond the account manager, claiming to do so on our behalf without proof. Calling their account managers "Customer Success Managers" is the ultimate irony. They want nothing except what's best for Rackspace - extorting every penny they can from you.

Unfortunately, I have had the displeasure of having Rackspace as our IT support for any technological issues we experience. First off, there is not a single IT support employee that is easily understandable (which you can imagine makes it more difficult to get anything fixed). Secondly, you end up fixing IT related issues yourself 9/10 times because the lower level techs (who you speak to first multiple times before the problem gets escalated up to higher level techs), sound like they are reading from a script and have no IT troubleshooting skills whatsoever. Finally, any IT issues you have will only be temporarily resolved and not actually fixed. I have been experiencing the same IT issues for the last two years with Rackspace ever since we switched over to them for IT support. Week over week its the same IT issues that are detrimental to our operations. Do not use Rackspace. If I could rate them 0 stars I would.

If I could rate this company zero stars I would. A few years ago I would have referred them to anyone; now, because of their complete negligence in correcting an error that has negatively impacted millions, and doing what was necessary to prevent that in the first place, I believe they should be completely shut down and not allowed to work in the technology space at all. Rackspace supported many clients on Hosted MS Exchange, who did NOT want to go to MS 365 since that is an awful email system compared to the hosted version. If we had wanted MS 365 we would have gone straight to Microsoft - what do we need Rackspace for?. Rackspace did not do their job in protecting client data to ensure it would be available. Though they performed backups, they did not adequately test them, nor were they prepared for the ransomeware attack they experienced. If they had adequate backups that they tested to ensure they could restore client data (in the event that their lack of resolving vulnerabilities which allowed the ransomeware attack in the first place, did happen), thousands of companies would not have had to go through the insanity and frustration that we have had to experience. I know because I am in the Cybersecurity Space and this situation is totally inexcusable. Yes, things may have been down a few days but there is no reason at all that thousands of companies should have had their Exchange down for months, and now, unavailable at all. And Rackspace's only solution now is to force people to use MS 365? To make matters worse, they offered during this time as a temporary solution to forward my emails to me, and I went through the process 3 different times, providing the information they required via my secondary email address, to get this in place. This was a temporary solution that I was willing to work with because each time I asked, it was confirmed that "yes, we will be providing hosted Exchange in the future". Even though they confirmed all three times that they had what they needed to forward the emails to me from Rackspace, they never did. And to even top that, they continued to charge me for doing absolutely nothing. I called them today for the 4th time to find out why my emails were not being forwarded, because the last email I had received was DECEMBER 2nd! Today, the agent tells me that they have concluded their investigation and that they are NOT going to offer Hosted Exchange, despite the fact that they have confirmed for me all along that they are. But, she is happy to move me to Office 365! I have never dealt with such an irresponsible and negligent company in my life, who gives absolutely no concern to what they have done to thousands and thousands of people. Even if I was going to go to MS 365 I would never do it with this Company after the way they have treated all their customers with such an exponentially high lack of concern. If you are thinking of having anyone work with you on your 365, DO NOT use this irreputable firm.

Used to be a good email provider but not anymore,
Clients have been unable to access mail for 2 months due to Rackspace incompetence and lack of support.

Used to be good but not any more.
Been with them 10 years and level of support is now so bad we are leaving. Tired of being put through to people I can't understand and having no explanation after their so-called support team have looked into an issue.
Avoid.

This company WAS a good one. Now, the service is pathetic. I had been a customer for 7+ years. Now, my email does not work and I cannot connect with a technician who can help. The help desk puts me on hold and that is the end of the call. I have called back repeatedly, making more than 10 calls. No one can assist. This has been continuing for 4 days. Still no help.
I am so sorry for Rackspace. This will be the end of the company. POOR, POOR service and employees who really don't care about solving customers' problems.
My Rackspace relationship is over now.

When do I get my overcharged fees back totally $2520 and how long will it take to downgrade my account.

This is going for year now and calling doesn't help there is always an explanation from an overseas Customer service person who has no idea how to deal with the issues. for example "As we discussed, your account was recently switched to a new billing system that introduced a dollar-based account minimum to your account" Well we always had a $ account as Us company

Another statement "Your account minimum is currently set to $290/month. I understand that you would like us to adjust this minimum since you've recently reduced the services on your account since jan 2022. These types of requests are handled by our account managers. I will forward your request to them at this time; please note the Account Management team is in the office Monday through Friday from 8am to 6pm central. Calling doesn't help nobody available or no call back. always ending ups in an unknown forge in call center where nobody knows what to do.

I want my account been credited for the overpaid licenses we never used SIMPLE.

Bad email hosting services and customer support.
Stay away.

Worst customer service I have ever experienced, and I've been around for a while. Shut down our e-mail on December 1st and has made no effort whatsoever to correct or resolve our situation. After over a month we realize they just don't care, we are a small company and make up a small percentage of their business. It is a sad situation and I would encourage you to double check the ratings on the company you use for this service. When we began with them their reputation was great but in recent years it has fallen off drastically. There are so many companies out there that deserve and want your business, go find them!!

AVOID AVOID AVOID. There are useless and incompetent companies out there - you would be much better going with one of these they will still be way better then rackspace. Do not spend a single penny with them. They messed up big time with everyone's email being lost, and you might say "yep, but these things happen", and you are right, but their response and solutions have been the worst experience I have ever seen from a tech company.

I have been a customer for years at rackspace and was very satisfied with the customer service and fanatical support.
I have a managed dedicated server but since they outsourced their service the quality is terrible.
Because of mistakes from them my website was offline for 1 day. Nobody answered nor took responsibility.
Now again they don't know what to do to solve a simple task and they connect you to the wrong people the whole time.
I need to tell them how to fix issues imagine...
Better I do it myself dont even think about paying for managed hosting!

The recruiter, who did not have a clue what the details of the job entailed, emailed me and call me an average of 20 times a day to confirm what I have already told her. When hired for a 1- month assignment at the end of the first meeting we were told me meet again on Monday that just past or Tuesday depending upon the schedule you agreed to and send a zoom invite for us to continue our training next week which I recorded just in case of an issues and for clarification purposes since the lack of competency from my recruiter and the staff I meet online was not consist. When Monday DECEMBER 19, 2022 came I was expecting to continue our discussion using the zoom link provided but it never came
The zoom video session stated this session would be continued and that we would work the tickets together for more clarity. After waiting 2-hours and being redirected to the wrong zoom members by the link provided, I was told that I was supposed to start work which is not what the trainers told me online. When the head supervisor asked what was wrong I told me exactly what I said previous and was told the company decided to let me go. What a HOT MESS THIS COMPANY IS. THE AGENT WAS RACKSPACE.

Even i already cancel the mail hosting service, it still keep on charge to my credit card . call support many time yet the problem not solve and it continue charge me for 3 month . End up i call bank to cancel my credit card.

Absolutely appalling to have lost all emails since the beginning of December. Was supposed to get a link to reset the password last week, but it did not happen. Just got off the phone with tech support in Europe and it would appear that I can finally receive (new) emails after 5 hours on and off the phone with a very helpful and skilled Riyaz Quereshi. Please hire more people like him and get rid of the dope that I spoke with last week.

Fire 200 people from your stuff. Then when problems hits the fan there is no one competent enough to save the business. This is just a joke of a company.

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.