I had been a Rackspace customer a few times at various roles. I never experienced this "fanatical support" on anything that mattered.
After several outages where we received pathetic root-cause reports initially, and had to push them hard to provide actual data, and clear commitments to shore up their systems, I would describe them as "fanatical liars".
It is funny, just the other day my wife and I were discussing cloud stuff and I said "I wonder whatever happened to Rackspace". Sounds like they've continued their path of sub-par strategy since I last dealt with them a decade ago.
In my experience, the story with companies like this, with images like this, is that's it's almost always lying marketing/incorrect customer belief long, long, long before it's widely recognized. It's not a question of them degrading; it's a question of enough people realizing it, or them screwing up enough to get wider coverage. I was not happy with Rackspace's service something like 9-10 years ago, and the story I see here today is not "Rackspace bad," but "Enough people finally realize Rackspace bad." I've had similar experiences with the usual suspects: ProtonMail, Namecheap, Gandi, a few more I can't remember right now. Whatever the popular perception of quality they enjoy, you can be assured their actual quality is far, far less.
After several outages where we received pathetic root-cause reports initially, and had to push them hard to provide actual data, and clear commitments to shore up their systems, I would describe them as "fanatical liars".
It is funny, just the other day my wife and I were discussing cloud stuff and I said "I wonder whatever happened to Rackspace". Sounds like they've continued their path of sub-par strategy since I last dealt with them a decade ago.