Well Pierre, I'm sorry you had issues. This is a major email outage by Rackspace that is affecting millions of people. I'm sorry if we were not able to clarify that but it's certainly not that we didn't want to jump on the problem and fix it.....it's that we are not the ones who can fix it . We've been in contact with Rackspace and they are working furiously and around the clock on this issue.
I'm also very sorry Joey wasn't able to help you. I can see from the timestamp on the ticket that you contacted us right as the problem was starting and, at that time, we were told by Rackspace that the issue would be resolved shortly. That's why, I think, he told you that. By the time you spoke with Hector we had gotten more information from Rackspace regarding the severity of the issue.
I'd like to add, this issue is only affecting logins via the web mail interface. Email is flowing normally and working via checking in email apps on desktops, tablets and phones.
I do understand your frustration, and we'll do our best to have you work with someone you "click" with, I'm not sure why you've had those experiences with Joey. He's consistently rated among our top customer service reps among both customers and his colleagues. I can't promise you'll never work with him again, but certainly the team will try to route your requests to other reps.
I'd also like to ask, please, in trying to provide the best service for our customers, we've established channels that get those requests to the right people and a whole team of people. I'd like to respectfully ask that you not post FASO customer service issues here on my personal blog. I only happened to see this comment and there's only one of me. This is a forum for ideas and inspiration and not a good channel for FASO specific customer service issues. It's just serendipity that I happened to see this today. Emailing, opening a ticket, chatting, etc will all get to us and, if you need to get me a direct message you can certainly do that.
Again, I'm very sorry we haven't met your expectations on this issue. I've been pushing Rackspace as hard as I can, but the reality in internet based applications is that things can and do go wrong and unfortunately, sometimes they take longer than we'd like to correct.
I know that Rackspace is working around the clock this weekend to add capacity and solve the issue with the webmail interface. If you'd like to follow that, here's a direct link to their status page, which they updated periodically with the progress: https://status.apps.rackspace.com/
You could also setup a phone or application to POP/SMTP your email if the webmail is still giving you issues. We've got instructions on doing that here: https://my.faso.com/mail/help/ And of course our support team can assist as well.
