Complain About Salesforce - learn how to file a complaint

Best ways to complain to Salesforce

Navigating Salesforce's support system can feel like a maze. Here’s a breakdown of the best channels to use, because sending a message into the void is not a strategy.

Getting a straight answer on timing is tough. Here’s a realistic guess based on user experiences.

• Have Your Org ID Ready: This is the first thing they'll ask for. Have it copied and ready to paste. It's your unique identifier.
• Use the Official Portal: Complaining via the official support portal creates a paper trail. A phone call can be forgotten, but a case number can't.
• Provide Screenshots: Don't just describe the problem, show them. A picture of the incorrect bill or the error message is worth a thousand words.
• Call During US Business Hours: Their primary support teams are based in the US. Calling mid-morning Pacific Time often yields better results than calling at the end of the day.

If your first attempt to complain goes nowhere, it's time to escalate. Don't just give up.

Internal Escalation

When you're on a call or in a support chat, use the magic words: "I need to speak with a manager or a senior support specialist." The first line of support often follows a script. Escalating gets you to someone with more authority to actually solve your problem.

External Escalation Body: Better Business Bureau (BBB)

If Salesforce continues to ignore you, file a complaint with the BBB. Salesforce is not accredited by the BBB, but they do have a profile where complaints are logged publicly. The BBB works, but prepare to wait. Salesforce sometimes responds after a formal complaint is filed because it's a public mark against their name. You must typically try to resolve the issue with Salesforce first before the BBB will step in.

Subject: Urgent: Unresolved Issue with Account [[Account ID/Org ID]] - Case #[Case Number]

To Whom It May Concern,

I'm writing again because my issue regarding [[briefly describe the problem]], which I first reported on [[Date]], is still not resolved. My case number is [[Case Number]], and frankly, my patience is running out.

The core problem is [[explain the issue clearly, e.g., an incorrect charge of $XXX on invoice #YYYY for a service we did not authorize]]. This has not only impacted our budget but has also disrupted our business operations. The amount of time my team has spent chasing a resolution for this is becoming unacceptable.

To fix this, I require you to [[state the specific action, e.g., correct the invoice and issue a full credit for $XXX]] and provide written confirmation of the resolution within three business days.

If this is not resolved by [[Date, e.g., Friday, October 27th]], please be aware that my next step will be to file a formal complaint with the Better Business Bureau and explore all other available remedies.

Thank you for your prompt attention to this matter.

[[Your Name]] [[Your Company Name/Account Name]]

• Always Get a Case Number. No exceptions. If you don't have a case or ticket number, your conversation might as well have never happened. It's your only proof.
• Reference Your Contract. If you have a service level agreement (SLA), mention it. Using their own contractual language in a support ticket shows you are serious and knowledgeable.
• Use the Phrase "Unacceptable Business Impact". A user on a tech forum mentioned this is internal jargon that can get a ticket's priority level raised much faster.
• Reply Immediately to Generic Responses. If you get a canned email, reply right away with, "This does not resolve my issue. Please escalate this ticket to the next tier of support."

Stuck in a Salesforce support loop? Submitting a ticket only to get a generic, unhelpful reply 48 hours later? It's a common story. We've seen the complaints on the BBB page about endless back-and-forth communication that goes nowhere. Sound familiar?

Pine AI handles the persistent follow-ups for you. No more setting calendar reminders to check on your ticket or trying to figure out the right person to email. We manage the corporate runaround, escalate the issue according to your instructions, and deal with the tedious communication so you can focus on your actual job. Let us take over the headache.