| 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. |