In our (Rackspace) defense I will say that we definitely don't rely on a customer getting bigger and being stuck with us as a result due to migration pains. I can demonstrate that logically if you will follow:
Surely this audience is aware of OpenStack and our commitment to such having open source the first major components a few years ago. With such knowledge you can logically assume that we want to be interoperable with other companies' offerings on the same platform.
We really believe in this "fanatical support" thing and we believe we can compete with others on a fair playing field because of it. We do this in part by paying attention:
If our support fails in areas and it's made public in places like this website, trust we are reading about it and discussing it at various levels. Furthermore, we are always striving to get it right. Take that from someone who isn't paid to read this, but paid to write software.
FTR, these are my opinions as someone in the Rackspace culture. Take it for what its worth.
Tell us what we suck at so we can do it better (like you did, drfritznunkie). Thanks.