8 ms·

How is Rackspace still a thing? Their customer support is shit, takes days to get back to you -- then without any real explanation, "Our engineers were able to

How is Rackspace still a thing? Their customer support is shit, takes days to get back to you -- then without any real explanation, "Our engineers were able to fix the issue that our cloud server engineers caused." Worse, let's say you have them look into your actual code (as I've seen some clients do), and 1/2 the time Rackspace just outsources the work to whatever crappy dev shop has availability. So then the followup ticket is, "Why are all the permissions on the server jacked up?" And the response, "Oh, we didn't know how to run the provisioning scripts, or read the documentation, so we just set everything everywhere on your production box to 777... cool?" RUN away from Rackspace. Run.

pricechild 11y ago
I'm a little surprised by your first comment as I've found their technical support via 'live chat' excellent in both response time & ability. Their first line often aren't able to fix the issue but they've always been able to communicate with some sort of escalation to fix my issues while keeping me up to date in the chat window. I've not used their 'support tickets' anywhere near as much. I'm guessing you've been using support tickets and found it slower? Have you tried Live Chat? What sorts of questions have you found them lacking in ability to respond?
jvdongen 11y ago
Hmmm I've a distinctly different experience. In my experience their support is good and their engineers quite knowledgeable. Tickets are dealt with within reasonable time frames. If I really do need something to happen quickly, I can call in and have someone knowledgeable on the phone within 10 minutes, who often will do whatever is necessary right away. During a recent issue they had two engineers in two time zones working on it, to shorten the time to fix as much as possible (still took a long time, but it was a difficult issue so ...).

pricechild 11y ago

I'm a little surprised by your first comment as I've found their technical support via 'live chat' excellent in both response time & ability. Their first line often aren't able to fix the issue but they've always been able to communicate with some sort of escalation to fix my issues while keeping me up to date in the chat window. I've not used their 'support tickets' anywhere near as much. I'm guessing you've been using support tickets and found it slower? Have you tried Live Chat? What sorts of questions have you found them lacking in ability to respond?

jvdongen 11y ago

Hmmm I've a distinctly different experience. In my experience their support is good and their engineers quite knowledgeable. Tickets are dealt with within reasonable time frames. If I really do need something to happen quickly, I can call in and have someone knowledgeable on the phone within 10 minutes, who often will do whatever is necessary right away. During a recent issue they had two engineers in two time zones working on it, to shorten the time to fix as much as possible (still took a long time, but it was a difficult issue so ...).