We really do believe in offering "Fanatical Support". Mark is a shining example of Rackspace ideals. On behalf of Rackspace, I'd like to offer a sincere apology for your poor experience with us.
I'd like to learn more about your experience with us and figure out how we can improve. Would you mind emailing help@rackspace.com with your details?
Soo... this is another part of my problem, is that in public venues like HN or Twitter you guys boss up getting people to your support site.
However, once on the support site, it falls flat on its face. I am pushed off to one person who doesn't care after another, who doesn't listen or read. I've called 'em out before and that's how I usually get escalated to Mark...
They've got tickets to answer, they're busy, but it's blatantly obvious most of your CS reps goals are not to fix my problem but to get through tickets.
I've done high-end technical support, and I know that people 'believe' in it while they're in the office, talking the talk, but not in their actions. That's your problem, culturally, and publicly, you all say it so many times people believe they're doing it without actually know what it means.
From the outside: you're failing.
Furthermore: I hate being passed off to an account manager cough sales rep cough who kisses my ass when I don't have problems then can't do shit to help me when I do. I don't want a reach around, I want my problems solved. Phone support? A joke. Within 30 seconds of the person on the phone realizing the problem is actually technical, they push you back to the support site.
You guys should signup for a Linode account, file a ticket, and learn from that experience. It's baffling that Linode doesn't boast about its support, like you all, but manages to consistently provide better support resolving my issues quickly without a terrible back and forth.
What Rackspace does for the open source community, and in fighting patent trolls is amazing-- I love that about Rackspace. But certainly not your support.
Sorry to hear we have not lived up to our promise to you. But I can promise you that we are completely focused on providing an amazing customer experience. It seems we have fallen short with you. Could you please email any relevant details to help@rackspace.com so we can investigate?
Below is the Official Rackspace Response to this thread:
vCPU allocations for next generation cloud servers were adjusted to provide more consistent performance, not to extract more profit. Rackspace is not making any more money per server than before. In fact, we recently reduced the price for 512Mb and 30Gb servers by an average of 30%. We take transparency seriously, so we published an article detailing the changes and explaining the logic behind it which you can read here: http://www.rackspace.com/knowledge_center/whitepaper/cpu-in-....
Erik Carlin, director of product management put it this way “"Our goal is to find the sweet spot that maximizes price performance while still providing a consistent experience." Customers with larger flavors are experiencing higher and more consistent performance with next generation cloud servers. Depending on the load running at a given time in neighbor instances, performance can be higher for small instances too. We are working with a third party on benchmarks which we expect to publish in the next few weeks.
I'd like to learn more about your experience with us and figure out how we can improve. Would you mind emailing help@rackspace.com with your details?