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Hello, Docusign: Is anyone REALLY listening to the question?

By Pacita Dimacali

Real Estate Agent with Alain Pinel BRE 01367196

October 30, 2011 09:24 PM

Hello, Docusign. Is anyone REALLY listening?

Somehow, I am not getting the warm and fuzzy from your service personnel assigned to answer requests for help. I can’t be any clearer about what I want to accomplish – but I am still not getting the right answer.

All I want is knowing how to use Docusign from a MACAir -- a computer, not a mobile device like iPad or iPhone.

Date of correspondence	Communique
*Oct 26, 2011*	Docusign user: Just bought a new MacAir. Managed to upload documents. But when I tried to drag signatures/initials, nothing happened. Couldn’t get anything Docusigned on the documents Is there something special that needs to be done with Docusign for MAC users?
Oct. 27, 2011	Service team: Please make use of this url to our Docusign web page with screenshots on how to create an envelope for signatues: http://www.docusign.com/how-to-guides/how-to-send-a-document-for-signature
*Oct 27, 2011*	User: So the MAC Air is treated like the iPad? Just want to make sure this is how you are addressing this issue
Oct 28, 2011	Service: The scenario should be similar as if you are using a MAC computer
*Oct 28, 2011*	User: This is NOT helping! The link shows how to do Docusign from an iPhone or an iPad and a regular PC. But not the MACAir or MACPro. These are computers, not mobile devices
Oct. 30, 2011	Service: The new Docusign link only works for iPhone/iPad and MS Outlook. We have available app on those mobile devices, and this is a plugi for Outlook only. We are sorry for any inconvenience this causes
*Oct 31, 2011*	User: So what is the solution? There other MAC users besides me who need Docusign. Per a blog, one of your regional directors was at an Apple store and overheard someone ask about Docusign. He assured them that Docusign will work with the MAC computers. See manager’s experience at the Apple store: http://www.docusign.com/content/how-use-docusign-your-mac Instructions seem simple enough -- but it’s not working! Is there ANYONE in your organization who can give clear instructions or provide a link on how Docusign can work on a MACAir?

All I want is knowing how to use Docusign from a MACAir -- a computer, not a mobile device like iPad or iPhone. Is there anyone at Docusign who understands the question and can offer a solution?O

Just as importantly, I'd like to communicate with someone who truly understands the meaning of good customer service and good listening skills. A bit of empathy also helps.

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Anne M. Costello

Weidel Realtors - Yardley, PA

Pacita: I often wonder if Docusign works out of garage in Seattle or somewhere out there!e yet to find a telephone number. I kind of bulled my way through the laptop method, but would like to use a tablet as well. This is not a small investment and their customer sewrvoce is very troubling, I agree.

Oct 30, 2011 10:57 PM

Jeff Pearl

RE/MAX Distinctive / LIC in VA - Lovettsville, VA

Full Service Full Time Realtor

If I were you, I would be investigating other companies that do the same thing as Docusign, but do ir better. It can't hurt to have 2 or more of these types of companies available to use.

Oct 30, 2011 11:36 PM

Andrew Mooers | 207.532.6573

MOOERS REALTY - Houlton, ME

Northern Maine Real Estate-Aroostook County Broker

Can you say other options, competition? Sure you can, I new you could. Had a poor speaker try to answer questions at a recent Maine REALTORS state meeting. The audience stepped up and helped her over and over with corrections, explanations. Sometimes you have a good product, but lousy support, marketing is great but back up is terrible.

Oct 30, 2011 11:49 PM

John McCormack, CRS

Albuquerque Homes Realty - Albuquerque, NM

Honesty, Integrity, Results, Experienced. HIRE Me!

I have no answer on this one. When I bought my IPhone and IPad I was promised prompt phone or in store service and free classes. I didn't need any with those items (so far) but am counting on them when I make the computer change to my office Mac(s). Keep us in the loop.

Oct 31, 2011 03:03 AM

Pacita Dimacali

Alain Pinel - Oakland, CA

Alameda/Contra Costa Counties CA

Received another response from Docusign service---and they referred me back to the same link for iPad and iphone. There are at least two Docusign employees on Acrive Rain and I surely hope they are reading this. I sent an SOS to An Bui via Active Rain but I haven't heard back yet... Maybe it' too early Monday morning?

Oct 31, 2011 04:21 AM

Suzanne Alberti

DocuSign - Seattle, WA

Hello Pacita,

This is Suzanne with DocuSign. I'm terribly sorry you have received misinformation. So to answer your question, there is no app to use DocuSign on a Mac Air. You would use DocuSign on your Mac Air like you would on any computer through your internet browser. Which on a Mac would likely be Safari, Firefox or Chrome but you can also use Internet Explorer for those on a PC. If you previously used DocuSign on a PC, you would use DocuSign on the Mac Air the same way. I suggest you sign up for our training programs, you can find these on our website. We have three classes - Jumpstart for Real Estate, Jumpstart for Real Estate Advanced and Jumpstart for Real Estate Templates.

Now to clear up some of the confusion above. Let's start with the link support sent you to the "How to e-sign" video. If you look at the page on the link, this video is the video on the far right and is highlighted with a black box. The confusion comes in that the two videos to the left were mobile video's and that is a product of how the video's are posted on the site. Being unfamiliar with the site, it's easy to see how this would have been unclear to you.

Next, the blog and the Mac store. The directions on the blog are to download a "print driver" which you DO NOT need to use DocuSign. I would just forget about that for now, it's not necessary to use DocuSign on your Mac.

I see you are in California. Did you know you can access DocuSign from within zipForms? You will first need to link your zipForms and Docusign accounts for single sign on. This will allow you to access DocuSign from with zipForm. To do this, contact support with your DocuSign ID and login credentials and they can quickly set this up for you. Then once that is done, all you do is fill out your forms, click on "esign", then "Preview in DocuSign" and your forms will be moved right into DocuSign to send for eSignature. A plus, is that your forms will be moved into DocuSign pre-tagged with the signature tags. We do recommend that your double check the tags because only the most common signatures placements are pre-tagged. If you have a special circumstance you may need to add another signature tag somewhere.

I hope this was helpfull to you Pacita.

Oct 31, 2011 07:08 AM

Thanks Suzanne

Finally received a thoughtful answer but why did it take so long? I felt like I was on a merry go round, and out of desperation had to resort to posting on Active Rain.

Yes I know about Zipform and docusign ... But not all the documents I need signed are zipforms which is why I group documents (zipforms and disclosures, etc) for signing

I thoughti was clear about what i was asking. The lack of clarity is from your service personnel's poor communications. You may want to alert your service personnel to be a little more empathetic and to understand the question before giving canned answers

Oct 31, 2011 07:35 AM

Kathleen Daniels, Probate & Trust Specialist

KD Realty - 408.972.1822 - San Jose, CA

Probate Real Estate Services

Pacita, I am sorry you are not getting the answers you want and need. I just wanted to stop by and wish you Happy Birthday. Let's get our wrap scheduled. Afterwards we can go eat a wrap (LOL).

Nov 02, 2011 04:46 PM

Marge Piwowarski

Phoenix AZ Horse Property - Phoenix, AZ

Phoenix AZ Horse Property, LLC

Pacita,

I haven't used docusign as yet and since I value customer service above all, they clearly aren't ready for me.

Nov 06, 2011 06:21 AM

Hello, Docusign: Is anyone REALLY listening to the question?

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