Rackspace Technology Bewertungen 316

Been with rackspace for a number of years. after the hack in dec they are just downhill.

first they never told us its a hack - lied to all customers like us for weeks that it was not an issue.

we lost emails for over a week

then the hassle of forced switching to exchange online from hosted exchange and rackspace email.

took months to get the old hosted email account data which now we have to manually migrate cause they have no systems to automate that!

then in feb they double charge us
1. upgrade fees - you forced the upgrade on us and we still need to pay
2. charge for both exchange online and rackspace emails when only one is active

been chasing support for 3 weeks now - after submitting a ticket. each ticket is responded after days and not providing any solution.

we are moving to another company now. rackspace service and support have gone down the drain!

Terrible. I have been a rackspace customer for 10 years and in the past year they have fallen apart. They should replace their "Fanatical Support" tagline with "Frustrating Support". This is not related to their ransomware problem in December 2022 but general problems with their rackspace email service. I have had several outages (also...ditch the 99.999999% uptime claim). Current outages is going on 2 days now. Their front line support can't triage or solve any problems.

On my first call the agent put me on hold and never came back. I waited 30 minutes then saw an email that she had created a ticket for me. The second agent had me jump thru hoops changing passwords even though it was obviously not the problem. The last agent that I spoke with told me that their back end support only works M-F 8am-5PM. (!!!)

I am in the process of transferring to another email provider.

Has anybody else been charged almost twice as much as normal in February? The explanation is the transfer to Office 365 following the ransomware fiasco that made me lose weeks of mail, customers and money, as I was on the phone for 7 hours from Europe. They raised a ticket last week and nothing has happened. Deplorable customer "service". I hope they go out of business as soon as I have transfered my account to a normal company.

I had hosted exchange with rackspace. I was affected by the ransomware event and could not access business email for several days. Was a nightmare. But I also had regular personal email with them. When I told them to stop charging me for exchange they cancelled my personal email. I had no idea until the email stopped working. All of my personal email has been deleted. I have called several times. They “transfer” me and then the line is dead. I hope they rot in hell.

Constant issues with e-mails not populating in the e-mail client even after a fresh install with Outlook. Customer support live chat is never available and phone support is a joke. Ughh we made the switch over a month ago and wish we would have picked a different company :/ Time to switch

Outsorcing to countries where English is a second language needs to end. This practice is a slap in the face to thier customers. The amount of frustration this causes it just not worth it.

We have been using rackspace for nearly 6 years. There support was very good before but since last couple of years, it's gone down totally. Their chat support is totally useless. They just don't have the skills. They now don't even bother to answer serious issues. Just avoid using this company.

I'm an IT Consultant and have used Rackspace for the past 15 years. They WERE a very good company with truly Fanatical support, but the past year the company has gone downhill dramatically. Support is now overseas with ESL agents, and lots that are not trained and lack the technical skills to support us IT providers. I am no longer recommending Rackspace to ANY clients.

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!