Rackspace Going Downhill



  • Has anyone else noticed issues with Rackspace recently? Like over the last six months or so it seems like their fanatical support has turned into lackadaisical support. You used to be able to get people on the phone quickly, support was fast and mostly proficient. Now you have to worry about which shift you are calling on because some shifts can't support systems at all and all kinds of mistakes and problems. Rackconnect has been a disaster, mistakes seem to be made all the time. Am I the only one seeing what seems to be a serious slide from having been a very customer oriented, high touch, high quality service to being a mistake prone, ass covering, excuse making cluster?

    RS offers a lot that other vendors do not. They used to be so awesome. They just do not seem to be the same company that they used to be.


  • Service Provider

    RS is mostly working pretty well for us here at ML. That is what we are running on now. We did have some issues back around January where RS had a major outage and tried to ignore both the outage and ignore us when we phoned in to tell them about it. They literally attempted to blow us off and I had to demand a manager be brought in and force them to stop making excuses and acknowledge that their platform had failed. It took even more pushing to get them to even start to work on it - they were actually going to just ignore it and let ML fail completely!! We were pretty unhappy.

    You are right about lacking the old support model. It took a lot of work and threats to even get the most minimal support. They were much busier covering up for issues than fixing them. That there was an issue wasn't a big deal. How they handled it, both their front line support and their management, was really poor.



  • Around here they are near Virginia Tech and offer very low paying jobs so some of the poor support is expected.


  • Service Provider

    @thecreativeone91 said:

    Around here they are near Virginia Tech and offer very low paying jobs so some of the poor support is expected.

    They famously pay way, way under market in San Antonio. Pretty much anyone good working there can move on almost instantly making for high churn and the top 50% of the company attritioning out year over year.



  • @scottalanmiller said:

    @thecreativeone91 said:

    Around here they are near Virginia Tech and offer very low paying jobs so some of the poor support is expected.

    They famously pay way, way under market in San Antonio. Pretty much anyone good working there can move on almost instantly making for high churn and the top 50% of the company attritioning out year over year.

    Guess I should be glad they didn't call me back when I was shitcanned from the big red V. They were opening up a datacenter in Grapevine and were looking for Windows support goons.

    Although it's kind of nice getting poached by another provider in the industry. 🙂


  • Service Provider

    @PSX_Defector said:

    @scottalanmiller said:

    @thecreativeone91 said:

    Around here they are near Virginia Tech and offer very low paying jobs so some of the poor support is expected.

    They famously pay way, way under market in San Antonio. Pretty much anyone good working there can move on almost instantly making for high churn and the top 50% of the company attritioning out year over year.

    Guess I should be glad they didn't call me back when I was shitcanned from the big red V. They were opening up a datacenter in Grapevine and were looking for Windows support goons.

    Although it's kind of nice getting poached by another provider in the industry. 🙂

    They have a reputation for paying half of standard industry rates wherever they are. I don't think you'd have been interested at all.



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