Client complaint: "Download PDF" deletes all entered info?

I had a client spend 30-45 minutes on my intake forms for my business only to click something that said "download PDF" and have everything she toiled away on disappear.  I have not had this feedback before but definitely want to forward it to Adobe to get this fixed.  The entire reason for using your software is to make forms easy with business.  If it makes it more complicated and causes us to lose business, WHY would we continue paying for the service when we could get something more user-friendly?  I personally found the service (Adobe DocumentCloud / Echosign) easy to use, which is why I selected it, but most of my clients are not super tech savvy, which is why I use the service at all instead of hoping they can figure out how to edit PDFs and send back via the Internet themselves (most people can't do that).

Any response to show that this is read by your support teams would be nice.