docusign the downfall of customer service

Sadly docusign has been losing its edge over the years in support with us as it is. Now there is today’s issue which has caused me to leave. There are so many services for this service and I noticed that most of my vendors and relationships have gone to Pandadoc and signNOW. Seeing my costs increasing for what I have literally been doing for over a decade with Docusign, I had to look around. This is not even a close comparison. DocuSign has changed their pricing, and its WAY more for less than so many competitors.

A Google Search Shows:

Alternatives to DocuSign

  • Lumin PDF for G Suite.
  • DocHub.
  • Box.
  • Adobe Acrobat.
  • Xodo Sign.
  • PandaDoc.
  • Dropbox Sign (formerly HelloSign)
  • signNow by airSlate.

AND MORE

20 best alternatives to DocuSign

1. signNow by airSlate

2. DocHub

3. Adobe Sign

4. PandaDoc

5. Formstack Sign

6. Signeasy

7. Dropbox Sign (formerly HelloSign)

8. eversign

9. OneSpan Sign

10. RightSignature by Citrix

11. SignRequest

12. Foxit eSign

13. SignWell

14. DocVerify

15. DottedSign

16. RSign

17. ZorroSign

18. Secured Signing

19. Lightico

20. eSignatures.io

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Message from Bot. (Well I’m going to BLOG it). I am dumbfounded at how they treated me, but also their Rates have gone to where NO One should keep them. Frankly.

Hi, I’m DocuSign Bot! Ask me a short question or phrase to get started, like ‘help with password.’ Please do not include personal data in your comments.How do I downgrade or cancel my plan?How do I reset my password?DocuSign Billing FAQHow do I sign a DocuSign document?Download and Upload Templates in eSignature

Today

Message from Visitor.

DO we get a new set of 100 esigs each year?

Message from Bot.

Apologies – I searched all through my knowledge base, but I couldn’t find a good answer for your question.

Here’s a tip: I usually do better when I get short phrases like ‘help with signing‘ or ‘how to find my invoice‘.

I can’t find your account ID, phone number or email, so please don’t add any personal informati…Read more

Message from Visitor.

Need live agent

Message from Bot.

Please choose an option:I need to speak to Customer SupportHow do I chat with a live person?

Message from Visitor.

How do I chat with a live person?

Message from Bot.

Note: Live chat is subject to support team availability.

You have several options for contacting our DocuSign Support Experts—pick one below.

Message from Visitor.

Live Chat

Message from Agent.

Hello, thank you for contacting DocuSign Customer Support. My name is Marjorie.

Message from Visitor.

Hello Marjorie

Message from Visitor.

I need to understand this billing.

Message from Visitor.

100 Envelopes, is that yearly?

Message from Agent.

I can certainly help you in looking into your plan and envelopes.

Message from Agent.

I’d like to authenticate you properly first before we continue. I would need your Full Name, Email Address & DocuSign Account Number.

Message from Visitor.

[I SUPPLIED THE INFO]

Message from Agent.

For security purposes, may you please provide the complete billing address and the last 4 digits of the credit card associated with your account?

Message from Agent.

Are you still there?

Message from Visitor.

yes

Message from Visitor.

trying [I SUPPLIED THE INFO]

Message from Visitor.

I have had this set up fr a long tme

Message from Visitor.

[I SUPPLIED THE INFO] is the payment method I believe

Message from Visitor.

TRY [I SUPPLIED THE INFO]

Message from Visitor.

Billing Terms $300.00/seat billed annually Current Billing Period 5/19/2023 – 5/18/2024 Next Payment Due 5/19/2024 Payment Method Paypal rory@leadstreams.com Edit Payment Method

Message from Agent.

I see, Can you also provide the complete billing address?

Message from Visitor.

[I SUPPLIED THE INFO]

Message from Agent.

Thank you for providing that information.

Message from Visitor.

[I SUPPLIED THE INFO]

Message from Agent.

Let me check your plans and envelopes in your account.

Message from Visitor.

Been here a long time. NEVER have we had this ENVELOPE limit

Message from Agent.

Allow me to go ahead and check. Is it okay if you hold for 3 to 5 minutes?

Message from Visitor.

So I need to understand, because what I am now seeing is going to price me away

Message from Visitor.

sure.

Message from Visitor.

Pandadoc wouold be $19.95 a month (Billed Annually) so LESS than what I pay with you.

Message from Visitor.

AND it is UNLIMITED

Message from Visitor.

UNLIMITED.

Message from Agent.

Thank you so much for holding.

Message from Visitor.

I guess I’m just checking to see why I would even want to stay here…

Message from Agent.

As per checking in here, you have the standard annual plan in which it can send up to 120 envelopes. And unfortunately, we don’t have any unlimited envelopes.

Message from Visitor.

It shows 100 in my back office

SHOWING WHAT I SEE HERE:

Message from Agent.

In each of our plan we have a limit of envelopes that you can use.

Message from Visitor.

and is that per year? Or TOTAL?

Message from Agent.

Yes, that is correct.

Message from Agent.

Per year

Message from Visitor.

Yes to which question?

Message from Visitor.

So we get new in another year

Message from Visitor.

new additional?

Message from Visitor.

Yeah… adding this up for us. It is by far a better deal to move away. I have a business collective of about 56 business. All of us have been using this service for years.

Message from Agent.

As per checking in here, you have used 32 envelopes. So you still have 98 envelopes left until the expiration date of your plan.

Message from Visitor.

That is not what it says

Message from Visitor.

It literally says I am at 80/100

Message from Agent.

Are you seeing it on your plan and billing page?

Message from Visitor.

and sends up warnings that we need t upgrade

Message from Visitor.

YES. Says I am at 79/100

Message from Visitor.

and I need to upgrade

Message from Visitor.

I am not showing 120… we renewed in May

Message from Agent.

Aside from the plan and billing page, you can actually see the envelopes you have used via reports tab.

Message from Agent.

You can use this link on how to use it. https://support.docusign.com/s/document-item?language=en_US&rsc_301&bundleId=lye1642705772274&topicId=jqa1634163279368.html&_LANG=enus

Message from Visitor.

So, is the billing page inaccurate then?

Message from Visitor.

I am furious as a client. This is changing what I had for years and years.

Message from Visitor.

I would not have renewed with this

Message from Agent.

I’m sorry but we are still looking for that issue, while doing so, it would be best to run a report starting from the date you started your plan until the current date.

Message from Visitor.

I am at a loss. Why would I stay where I have limits and pay more than going to a service that is rated better that allows unlimited for 66% of the fees I am paying here?

Message from Visitor.

And your reporting isn’t even accurate

Message from Agent. (They literally changed the subject).

Are you able to send a document?

Message from Visitor.

I get alerts and prompts to spend more, and the reports are not even accurate to what I am supposed to have?

Message from Visitor.

YES. I can send anything

Message from Agent.

You should be able to send a document because I doubled check in here, you can still use 98 envelopes until the expiration date.

Message from Agent.

The Live Chat session has ended.

The operator has ended the chat or your connection was not available for 15 minutes. Please reload the chat if you wish to continue your case.CLOSE

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There was no 15 Minutes, not even 15 seconds before this Agent Closed the Chat with me. I cannot get answers that seem simple. I’ll attempt this again.

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So needless to say, not a great experience. And after looking at several we went with Pandadoc. And is great!

Been with them for SO MANY years. 20 or so. And they just arbitrarily changed limits and how it works. They notified, but its incredible. Not pleased. And they kissed off a Client that is going to actively move anyone away now.