And Skype call this Customer Service part 1.

This Skype customer was a happy customer until he had to deal with the total and utter incompetence of Skype’s Customer Service. He was happy with the products he purchased namely SkypePro and Skypein which came with FREE voice mail which he really did not want but thought well it's free why not use it, if we find that it is not really any good for us we can always turn it off, that’s when his problems started because even though he could turn off Voice Mail (VM) while his Skype was switched on, as soon as he turned off his PC Skype would automatically turned VM back ON without his knowledge.

Having read all the information about VM and finding that what he wanted to do could not be done, through no fault on his part the sent in a Support Request to Customer Support or (CS).

Below is the full story that took place between the customer and CS, I would advise you to sit down before you start reading otherwise you may well fall down in amazement at what was said by CS.

From: customer
Received: 12/12/2007 02:27:41 GMT Standard Time (GMT - 0:00 )
To: support@skype.net
Subject: GQW: How to turn off voicemail for SkypePro/SkypeIn

Name: customer
Skype Name: *****
E-mail: *****
Topic: How to use Skype (making a call, Personalise Skype, privacy settings, etc.)
Subtopic: Other
Subject: How to turn off voicemail for SkypePro/SkypeIn
Message:

I have a SkypePro account with SkypeIn and I have voicemail turned off in the Options settings. Yet when I call my SkypeIn number (or call from another Skype account) when I am offline, it still goes to voicemail.

Your knowledgebase says:

"If you are not logged into Skype the call will either ring busy or be
redirected to voicemail according to your voicemail preferences."
but even though I have turned voicemail off in my preferences, it still goes to voicemail. Is this a bug in Skype or a bug in the ocumentation?

I want it to ring busy if I am offline. How can I turn voicemail OFF?

Thanks

“Authors comment...... At this stage the reply he should of received from CS is to say that what he wants to do can’t be done, you can only switch VM OFF when your Skype is running, as soon as you shut down your PC then Skype will automatically switch VM back ON. I together with thousands of other none CS people know this, so why did CS not know it also. Below is the reply he received to his question”

Skype Version: 3.6.0.216
Language: en
Browser: Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 5.1; .NET CLR 1.1.4322; .NET CLR 2.0.50727)
IP address: nnn.nnn.nnn.nnn

From: "Davide - Skype Support"
To: customer
Sent: Friday, December 14, 2007 11:56 AM
Subject: Re: GQW: How to turn off voicemail for SkypePro/SkypeIn

Hello customer,

Thank you for contacting Skype Support.

To configure your Voicemail, please go to Tools -> Voicemail...

Now you can enable or disable your Voicemail by ticking or unticking the option "Send unanswered calls to Skype Voicemail" in the section called "Voicemail".

In the same section you can configure which calls you want nswered by your Voicemail and after which time, by clicking on the blue "Advanced settings" link.

In the Voicemail window's "Welcome Message" section, there are 3 buttons.
* Play - plays the current greeting
* Record - records a new Voicemail greeting. During recording also acts as a stop button (which saves the greeting)
* Reset - resets a personalized greeting to a default one

To record your personalised voicemail greeting, click on the red "record" button. Once done recording, first press the red "Stop" button, before pressing the "Save" button. This will upload the voicemail to our server.

You can also have a look at our guide, which shows you how to configure your voicemail: http://www.skype.com/help/guides/stepbyste...cemail_windows/

If you need more help with your Voicemail configuration, feel free to
contact us again

Best regards,

Davide - Skype Support

Visit www.skype.com for latest news, updates and tips.

“Authors comment.......... You will notice from the above reply that at NO time did CS say what he wanted to do was NOT possible.”

From: customer
Received: 14/12/2007 12:56:19 GMT Standard Time (GMT - 0:00 )
To: "Davide - Skype Support"
Subject: Re: GQW: How to turn off voicemail for SkypePro/SkypeIn

Thank you for your reply. I would appreciate it if you could actually READ
MY BUG REPORT instead of just giving a "standard" response.

I have already tried your suggestions and it DOES NOT WORK.

I *have* unticked "Send unanswered calls to Skype Voicemail" in the section called "Voicemail" but when I call my SkypeIn number when I am not online it *still* goes to voicemail.

I want it to ring busy if I am offline. I do not want it to go to
voicemail, ever. (FYI: I also have call forwarding turned off).

Please resolve this problem, otherwise we will be cancelling all of business Skype accounts, and our SkypeIn number, and requesting a refund, as the current behaviour makes it useless to us.

Regards

From: "Davide - Skype Support" support@skype.net
To: customer
Sent: Tuesday, December 18, 2007 10:59 AM
Subject: Re: GQW: How to turn off voicemail for SkypePro/SkypeIn

Hello,

Thank you for contacting Skype Support.

In order to solve this problem, please reinstall Skype as follows:

1. Backup your Skype chat history files.

• Close Skype
• Go to "C:\Documents and
Settings\your_windows_username\ApplicationData\Skype\your_skype_name" and copy this directory somewhere safe (burn to CD, etc.)
To be continued........