29th May 2019 Account Name: The Leadership for Extraordinary Futures Account Number: 4-823929 Contract Number: [protected] We were (rather aggressively) sold a 12 month subscription. We asked if this could be added on to 30 day trial and then switched over seamlessly. We were told yes. The account manager tried to sell us Professional package but we said we wanted basic. After trial ended, we were unable to access the account despite paying for it 2 weeks earlier. We contacted salesforce and were given a name, email and number to contact. After being ignored for a day, we then received this email – apparently they were too busy to respond, he didn’t have to deal with the problem but was doing it out of courtesy and it was our fault because we had registered with the ‘wrong trial’ – clearly a fault on behalf of Alex our Account Manager who since the sale was made has made no contact with us until today From: Simon Daly Date: 29 May 2019 at 18:01:56 BST To: george may Cc: Alex Copeland Subject: Re: Account number 4-823929 Hi George, Apologies, it has been a busy day and I have been working on resolving this issue with Alex, the AE who sold you these licenses. It is currently sitting with the provisioning team so this matter should be resolved shortly but please realize that I should have nothing to do with resolving this issue and anything I am doing is out of courtesy to your account, so making threats about attrition or blog posts is not appreciated. Also the reason this issue occurred was because you signed up for the wrong trial, and Alex had actually linked you the correct trial to sign up. You signed up for a professional edition trial while you should have been on essentials, as that is the license type you bought. As I said, we have been working on this all day and it now sits with the provisioning team. Any further questions, please reach out to Alex on cc. Thanks, Simon On Wed 29 May 2019 at 17:55, george may wrote: Dear Simon, I am extremely disappointed in your lack of response to the problem with our account. We paid for our subscription as agreed on 16th May. then it was taken down last week. Despite numerous efforts, we are still no further than getting this resolved. My MD is pressing me to demand a refund and relating the whole experience on the company blog. Can you please get this matter resolved before this is taken out of my hands by my boss, Regards George May — Thanks, Simon Daly Account Executive | Salesforce Mobile: +[protected] I will now forward how the conversation has progressed since then. Could you please be clearer as to what this means Alex and copy me in to whoever it is who will be dealing with this? You are causing significant delays to my business and I am expecting a resolution on this today. Helen May Director, Leadership for Extraordinary Futures www.leadershipforextraordinaryfutures.com +[protected] Add a subheading.png Please consider the environment before printing this e-mail Leadership for Extraordinary Futures Ltd. is a limited company registered in England. Company number [protected]. The content of this message is confidential. If you have received it by mistake, please inform us by an email reply and then delete the message. It is forbidden to copy, forward, or in any way reveal the contents of this message to anyone. The integrity and security of this email cannot be guaranteed over the Internet. Therefore, the sender will not be held liable for any damage caused by the message. On 30 May 2019, at 11:27, Alex Copeland wrote: Hi Helen I have done this for you, so there is a support case because you don’t want to be a customer now. Regards, Alex On Thu, May 30, 2019 at 11:26 AM Alex Copeland wrote: Hi Helen I have all of the email here on your support case. Regards, Alex On Thu, May 30, 2019 at 9:36 AM Helen May wrote: Simon, As per my previous email, please escalate this so I can discuss the future of my account with somebody else. Helen On 29 May 2019, at 21:42, Simon Daly wrote: Helen, Apologies for this misunderstanding. I should have explained that an issue like this is usually resolved by the account manager who sold the initial licenses, but I still spent most of my day working to resolve this issue all day for you and your business. This is why I did not appreciate getting a negative email later in the day after working on it on your behalf for hours, as if I did not care about the problem. I understand that things can get lost in translation over email so I apologize for that but please know that Alex and I have done and are still doing everything to get this resolved. I was notified of this issue at 11:22 and rang you no more than 2 minutes later, and then spent the rest of the day working with Alex to get this sorted. It now sits with the sales operations team. Happy to take a call on this. Simon On Wed 29 May 2019 at 18:31, Helen May wrote: Simon, The tone of your previous e-mail is categorically inappropriate to a client and I am shocked that you think this is acceptable. With regard to social media, given your attitude, we are entirely within our rights to publicise this extremely disappointing service. I am requesting that this is escalated immediately to a senior manager, ensuring they receive all copies of correspondence and the following information. – we did NOT register for the wrong anything. As our Account Manager, Alex, who quite frankly has made no contact since she secured the sale, should have noticed there was a problem and proactively informed us. I know that you record your telephone calls so I suggest you go back and listen to our last conversation with her, where she assured us that we would move seamlessly from the trial to the subscription. This did not happen and it is therefore Salesforce who are at fault. – Our plan for the past week has been focused on building our contact list ahead of a marketing campaign. We had planned to work over the weekend, but this plan was thwarted given the neglect of Alex to ensure there was a seamless transition. We have received no information to help both account holders to access the site for which we have paid. This is very poor account management. – I made a call this morning to report the problem and I was given your name and contact details, Simon. I didn’t randomly choose to make you responsible for our problem – a colleague of yours did that. Once again, Salesforce is at fault. For you to declare that it isn’t your issue to resolve is extremely damaging for your customer service brand. – the issue is STILL not resolved, which means that despite making a payment for a 12 month subscription on 16th May, we have not been able to access the site for 5 days. – In addition, the payment for our subscription should NOT have been taken before the trial expired. As it happens it was taken a week earlier. Simon, can I make a suggestion? In future, step away from the keyboard and go for a walk before you send out a defensive e-mail to a client. In the meantime, as requested, please refer me to a senior manager who can help me resolve this issue and who can perhaps explain why Salesforce thinks that this is appropriate service. Please also let it be noted that I no longer wish to deal with you or Alex. We are currently exploring other options for CRM as I am doubting the integrity of Salesforce. I trust this will be dealt with promptly and I expect to be contacted regarding our situation as soon as possible. Helen May — We paid the invoice on 16th May as per email below: Dear Helen May, Please find attached a detailed invoice on your account that was due on 13/05/2019. salesforce.com will attempt to charge your credit card on 13/05/2019. Please do not send another payment at this time. If there has been a problem with your payment, you will be contacted by email. You can check the status of your payment online by clicking the link below for Checkout (currently Checkout is only available for Service Cloud and Sales Cloud). If you do not have access to Checkout please click the link below to our billing FAQ which show you the steps to obtain access. The invoice summary is as follows: Account Name: The Leadership for Extraordinary Futures Account Number: 4-823929 Contract Number: [protected] Invoice Date: 13/05/2019 Invoice Due Date: 13/05/2019 Invoice Number: [protected] Invoice Amount: GBP 576.00 If your payment information has changed, please provide us an update by either logging onto Checkout, or by calling customer service at +[protected]. We would now like a full refund as this is an unacceptable level of service and I now doubt the integrity of a brand that aggressively sells and then clearly has no interest in the client. Please respond asap as I no longer wish to deal with the account managers I have been dealing with thus far.
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