A customer who has used Adobe Marketo for marketing automation for 20 years reported a poor support experience in 2026 despite their long-term loyalty. The user described multiple unresolved issues, including a broken unsubscribe link that violated CAN-SPAM regulations and was left unfixed by Marketo, forcing them to develop their own solution independently.
The customer, one of Marketo’s first ten paying clients since 2006, detailed a series of failed attempts to resolve the problem. Marketo repeatedly shifted blame to other vendors such as Salesforce and Beehiiv, despite the customer not using Beehiiv. The unresolved issue persisted through multiple calls without any resolution, highlighting a breakdown in vendor support for longstanding clients.
This case underscores challenges in vendor-customer relationships in the SaaS marketing automation space, where price increases and declining support quality can alienate even the earliest adopters. The customer’s experience contrasts with expectations for service continuity in long-term contracts and raises questions about vendor accountability in maintaining core features for legacy users.
The customer ultimately coded and shipped a replacement unsubscribe feature independently using Replit, circumventing the $60,000-plus per year product’s failure to comply with email regulations. This incident illustrates the potential risks for enterprises relying on SaaS products when critical features are neglected despite significant investment and tenure.
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