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  1. #1
    Join Date
    Dec 2006
    Posts
    47

    RackSpace Let Me Down Again....

    Rackspace provides great uptime, however their ticket service is terrible. It takes them 3-4 hours to respond to normal tickets and 1-2 hours to respond to emergency tickets. If it's a real emergency they ask you to call them but when you call them the person never finishes what they are suppose to do. The person starts and then goes to dinner or their shift ends and nothing gets done.

    Well I learned my lesson before and decided to call them instead of submitting a ticket. So I called them tonight at 6PM to tell them my website was hacked. The guy on the phone said it looked like it was a mysql injection. He said would remove some things and ask for a restore and I said okay fine and hung up. An hour passed and didn't receive an update via phone call or ticket. Where did this guy go? Well his shift probably ended. No sense in calling again since it won't leave a trail...


    So I submit an emergency ticket on 2008-05-18 19:24:39
    No response until 22:05:07 they apologized for the extreme delay and said restore was starting.

    Here it is 23:03:25 and my website still isn't restored.


    This has happened to me 3 times already and it takes rackspace around 5-6 hours to do a simple restore (I have the support tickets to prove it).

    I would understand if it was a crappy hosting company..but I am paying close to $500 a month for a server and expect better service. Does this happen to anyone else or am I an exception to the rule.

    It's been 4 hr 22 min since I first submitted a ticket and around 5.5 hours since I first called them and my website still isn't restored properly...

    Rackspace ticket #: 080518-01467
    Last edited by RichDad; 05-18-2008 at 11:52 PM.

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