I have been a Salesforce customer since…
I have been a Salesforce customer since 2022 and part of the ecosystem since 2020 as a consultant who builds on the platform for other businesses. That context matters, because this experience has genuinely changed how I view the company.
In early July, ahead of a renewal invoice payment, I asked for three things: a small licence reduction based on actual usage, clarification on a pricing increase, and the option to split payment into two instalments. Over the following six weeks, I was passed between three different account contacts, none of whom gave me a clear yes or no. One suggested swapping an unused licence for a product I already had included for free. Another sent a quote for the wrong contract year, increasing the unit price by 17–27% despite my asking to reduce cost. I escalated formally through Salesforce Support, was rerouted to a different internal team, received a single apology and a promise that someone was "already working on this," and then heard nothing further. Meanwhile, automated warnings kept threatening to disrupt my account access, so I ended up paying the full invoice with none of my original questions answered.
I don't write this lightly, given how much time I've invested in this platform professionally. But if a good-faith, straightforward request from a small business customer of four years gets this kind of treatment, it's hard to recommend the experience to others — and I'll be evaluating alternative platforms ahead of my next renewal.