From: Michael Harrington To: Customer Success CC: Sarah Chen Date: Friday, March 7, 2025 3:42 PM Subject: Unacceptable Service Experience — Formal Complaint Sarah, I'm writing to formally document my dissatisfaction with the service experience our company has received over the past 60 days. I've raised these concerns verbally twice without resolution, so I'm putting this in writing. 1. Invoice errors — three consecutive invoices (January, February, and the March estimate) have contained billing errors. January's invoice billed us for 850 Copilot seats; our contract is for 650. February's invoice was corrected after I escalated, but the credit was applied to the wrong account number, causing our AP team to hold payment pending reconciliation. We are now 47 days past due through no fault of our own, and your collections team sent us an overdue notice last week. This is not acceptable. 2. Support response times — our SLA guarantees a 4-hour response for P1 issues. Over the past 8 weeks we have logged 6 P1 tickets. Average first response time has been 11.3 hours. On February 18th, a Copilot outage affecting 200 of our users went unacknowledged for 14 hours. I had to call your main sales line to get anyone to respond. 3. Onboarding materials — when we expanded our license from 400 to 650 seats in January, we were promised a customized onboarding package for our finance and legal teams within 2 weeks. It is now 7 weeks later. I've followed up four times. I received a generic slide deck last week that had another company's logo on slide 3. 4. Account management — our original account manager was reassigned in December and we were not notified. We discovered this when our emails went unanswered for 10 days. The new account manager has not introduced herself or scheduled a handover call despite two requests. We have a renewal decision in 90 days. I need a formal response that addresses each of these points, a corrected invoice, and a concrete remediation plan — not another apology email. Michael Harrington VP, Technology & Operations Fabrikam Inc.