NEW YORK, NY – That’s it, I had to let them have it today. After many complaints over the phone with support techs that do seem to feel my pain and confirm my suspicions about staff changes and whatnot I wrote in a ticket today regarding my Rackspace experience and how I intend to take my business elsewhere if things do not change or I do not receive a much better price. I spend thousands with Rackspace every single month to host my sites and domains and the service is beginning to get out-of-control.
Someone purchased Rackspace in 2016 and it seems the company is just being raped for its profits. What a disaster. It’s definitely not the old Rackspace anymore – I’ll tell you that. I used to be their biggest advocate too but once they went public things started to gradually change – then the company was sold and things begin to get much worse.
This was my ticket:
Please let me know when my contract for my three servers (WWW4, WWW5 and DB3) is over.
If I do not receive a much better price I intend, after eight years of service with you, to take my business elsewhere.
Rackspace support has deteriorated greatly over the years.
Ever since Rackspace became a public company, the service has declined year after year.
I feel the decline was gradual for the first couple of years and now that decline has sped up greatly.
Rackspace 2nd and 3rd shift is a skeleton screw compared to what it used to be.
All services, any time of day or night, take much much longer than they used to.
In years past, US support was always available even in the middle of the night; now services are sent oversees for night shifts.
Additionally, near all Ticket response times have gone from several minutes to several hours and can now be compared to HosGator responsive times.
If Rackspace executives think that these internal infrastructure changes and staff cut backs are not noticed by the consumer on the outside they are sadly mistaken.
Rackspace was founded on the tag line for Fanatical Support – and it really was Fanatical. I used to tell people how once I moved my sites and servers to Rackspace I would finally sleep at night and I could always rest assured that if my sites or domains were down, someone was already working on it – before I even know about it. It’s just not like that anymore; now I have to open a ticket when my sites are down, and if I do not follow up with a phone call, no one does anything about it for hours.
About The Author: John Colascione is Chief Executive of Internet Marketing Services Inc. He specializes in Website Monetization, authored a ‘how to’ book called ‘‘Mastering Your Website’, and is a key player in several Internet related businesses through his search engine strategy brand Searchen Networks®