I've found their customer service to be great, but pathetic from a technical perspective (i.e. they're very nice and apologetic when shit goes south, but its still going to be a while before they figure out how to fix it).

And slowly eating up AWS? No. That's Digital Ocean eating the lower end of the market. Rackspace outsources their CDN to Akamai, and their Cloud experience is damn near abysmal.

Do you have a source? From conversations in my tech groups, it seems people are moving away from Rackspace. Not to AWS specifically. Either way, I wouldn't have made the statement originally as I don't have any proof and I'm curious if they both released active customer #s that I missed?