Support is nonexistent - case was sent to sales with no way to reach anyone

Forum|Forum|1 year ago
December 27, 2024
12 replies
191 views

I asked Docusign support by phone (before they eliminated the phone option on 12/12/24) to cancel an unneeded seat after we ran out of envelopes and I had purchased a new seat w/additional envelopes. Support cancelled the wrong one and now I am showing that I’m out of envelopes and being charged per envelope used - meanwhile, they haven’t refunded me the amount I paid for new envelopes. So I’m leery of adding yet another seat until I hear from them. I spoke to support twice by phone via callback requests, and she did not resolve the issue and punted me to sales. Now I’ve asked for callbacks three times via the support page/case manager and only heard from sales by email (not the call I requested), and who offered to schedule a meeting via calendar link, but did NOT include the link in the email, so no way to reach them either. I would add another seat w/envelopes - but we’re about to renew and I don’t want to be overcharged and then try to cancel a second seat and get a refund when it is absolutely impossible to hear from their support team. This is absolutely ridiculous and completely subpar service.

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M

mollyWP

Author

New Voice

@rodolfo.napay Thank you for responding. I did finally receive help via email and my issue was resolved, after adding another seat and then taking initiative to cancel my own seat and hoping that it would be the one that had no envelopes left. However, this took 10 days and posting this complaint. I am happier with Docusign’s responsiveness, as I did receive several email responses, and one that led to my issue being resolved so that we were not charged for two seats when we renewed this year. I am going to suggest three actions on the Think forum that may improve customer service and plan management:

For callback requests: Allow for comments or a drop-down menu to note time zones. I was called back before business hours, after business hours, and on two different holidays, so four times when our office was closed.
In sales emails, ,ake sure that sales staff include the actual link to a calendar to schedule a virtual meeting - I was offered a discount on a new plan and was told to click a link to schedule same, but there was no link.
If it is not already an option, make it possible to select which seat you’d like to cancel (showing the number of envelopes). I couldn’t find it and just had to hope it worked.

Thank you.