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I have opened a ticket regarding billing information update/ which should be a straight-forward case. But I am not getting any response for my comments or emails,

Is there any option to escalate this case or at least

a direct contact to billing or telephone numbers I could reach out to (specially in EU region)?

 

Thank you

@Anthony.Coresys - Have you submitted a support case by following these steps?  Open a case in the Docusign Support Center

Hi John,

Thanks for replying. Yes I have opened a case and a support technician reached out but it has been nearly two weeks and the detail I am requesting is not so technical. That is why I wanted to check if there is any point of escalation. However I received an update recently (not a solution yet). In the meantime do let me know if you know of any escalation options/ contacts,

 

Thanks 

Anthony

@Anthony.Coresys - You can try calling by using one of the available phone numbers for Customer Support below:

 

Hi @Anthony.Coresys,

 

I hope you are doing well.

 

I would like to confirm if you need further assistance, feel free to let me know and I will gladly help you address the situation as soon as possible.

 

Best regards,

 

Christopher | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

Hi John,

Thanks for replying. Yes I have opened a case and a support technician reached out but it has been nearly two weeks and the detail I am requesting is not so technical. That is why I wanted to check if there is any point of escalation. However I received an update recently (not a solution yet). In the meantime do let me know if you know of any escalation options/ contacts,

 

Thanks 

Anthony

This sadly seems to be the modus operandi of Docusign. We’ve got a case that’s been open for three weeks now with no resolution. They don’t seem to operate on any SLAs otherwise surely somebody would be pushing for a successful resolution to this case.

I tried calling Docusign and had to insist I speak to a manager as the support person on the phone couldn’t help me either. The manager helped me somewhat but the problem still isn’t solved and now she’s stopped responding as well.

Docusign seems to think it is too big to fail and can ignore their customers. We’ll be looking elsewhere. Docusign has displayed incompetence, rudeness, and a general uncaring attitude towards their customers, they don’t deserve your business.

 

Hello @WTax,

Thank you for reaching out to the Docusign Community.

I apologize for any inconvenience this might cause you. Would it be possible for you to provide the case number?

Let us know if you need further assistance.

 

Best regards,

Christopher | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

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