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Their support is first rate and the #1 reason I won't change to another provider. There is nothing better than opening a chat window and having someone who is
by fraXis 11y ago
Their support is first rate and the #1 reason I won't change to another provider. There is nothing better than opening a chat window and having someone who is knowledgeable respond and who can get the problem fixed right away. To me that is worth the premium I pay for using Rackspace over a service like Azure or AWS.
- smacktoward 11y agoI've been a big Rackspace Cloud user and advocate here on HN and elsewhere for 6+ years now. This line of thinking was exactly why. However, in the last year, my experience has been that the quality of support has collapsed. It used to be I could open a chat window and get a knowledgeable person who could fix my problem, but that's not the case anymore. Now I get someone who either doesn't understand what I'm saying or tells me they can't do anything to help unless I upgrade to their gold-plated, top-of-the-line support tier, which would push them from "somewhat more expensive" to "absurdly expensive." It's gotten so bad that I'm in the process of moving all my systems off their cloud at the moment. I can't in good conscience recommend them anymore. It's all very disappointing, as quality support has been Rackspace's key differentiator forever. My guess is that they've decided to give up competing with AWS on the high end and Digital Ocean et al on the low end, and concentrate on selling into Fortune 500s who need basic VPS services and are willing to pay out the nose for them. But that leaves small shops like mine out in the cold, which is too bad.