We have been Rackspace customers for about seven years now and can't say enough good things about them. I know a lot of people were complaining when they had the power outage down in Dallas, but things happen. At least they didn't try to hide it and white wash it over. They immediately put out a public announcement describing what the problem was and informing customers that would have to shut down in order to avoid overheating all of their equipment and making a bigger mess. Thumbs up for their honesty and integrity.
As for our service, most the time we get great support from the telephone and ticket staff. Yes it's true, every now and again you get a lazy employee who doesn't put forth his best effort. But again, things happen. I would say that 98% of the time we needed help from support, they have been outstanding. They're always willing to work with us no matter how long it takes to get the problem solved and, unlike some of the other companies we've dealt with, the Rackspace support gurus have even helped us with software they don't support.
In our opinion, you shouldn't believe the small minority of reviews that trash Rackspace. No company is perfect - not yours, not mine. If they were really out to just to steal people's money and not provide the service in return they would be quickly run out of the business. The fact that they are still going strong and receive way more positive reviews than negative ones says something. If you're with Rackspace, stick with them. If you're not with Rackspace you really should be.
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