And Skype call this Customer Service part 4.

http://forum.skype.com/index.php?act=findpost&pid=476049

You may want to consult with Raul Liive (raul.liive@skype.net) in this
matter.

Thanks

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: "Marko - Skype Support"
To: customer
Sent: Saturday, December 22, 2007 3:50 PM
Subject: Re: GQW: Solution or workaround to SCW-449

Hello customer,

Thank you for contacting Skype Support.

Thank you for your contribution and patience. At present we can not give any possible fix date or timeline and kindly ask you to stand by.

Stay tuned to http://www.skype.com/download for updates and to download the latest version of Skype.

You can also view the release notes here:
https://developer.skype.com/WindowsSkype/ReleaseNotes

We apologize for any inconvenience.

Best regards,

Marko L.
Skype Support

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

From: customer
Received: 22.12.2007 16:55:13 GMT Standard Time (GMT - 0:00 )
To: "Marko - Skype Support" support@skype.net
Subject: Re: GQW: Solution or workaround to SCW-449

Dear Marko,

Thank you for your response. I understand that you cannot give a fix date or timeline. That is why I am asking for a workaround.

Can you please *completely and permanently* remove Voicemail capability from our SkypePro & SkypeIn accounts.

Please DO NOT tell us to use Tools-Options-Voicemail to turn it off (or to re-install Skype!). That does NOT WORK when we are offline, and is what the SCW-449 bug report is about.

We need you to remove the capability at your end.

Regards

From: "Mihkel - Skype Support" billing@skype.net
To: customer
Sent: Wednesday, December 26, 2007 10:49 AM
Subject: Re: GQW: Solution or workaround to SCW-449

Hello customer,

Thank you for contacting Skype Support.

We are trying to resolve this problem here at Skype.
However our testlab has been unable to recreate the situation.
Therefore we would like to ask for your help.

First of all run windowsupdate, upgrade all devices drivers and make sure that you are using the latest Skype version. You can download it here: http://www.skype.com/download/skype/windows

You would help us a lot if you would create two files: debug.log and
trace.txt

How you can create those files:

IMPORTANT: place a call for 5sec and wait 5min before creating the log.

1. Download the following file (needed for logging the problem):
http://download.skype.com/logging-on-off.zip
2. Extract the zipped files skype-logging-on.reg and skype-logging-off.reg
3. Shut Skype down from system tray if needed.
4. Enable logging by importing skype-logging-on.reg (Just double click the file and answewer yes everywhere)
5. Start skype and regenerate this error
6. Shutdown Skype from taskmanager (Ctrl-Alt-del )
7. Go to "C:\Program Files\Skype\Phone" there should be files called
"debug-yyyymmdd-time.log" and "trace-debug-yyyymmdd-time.txt"
8. Please e-mail me those files.
9. Double click on skype-logging-off.reg (this disables logging again)
10. Congratulate yourself on making a contribution

We would be very pleased if you could provide us these log files.

Please observe the CPU usage during the call also and if it is very high, please make a note of it.

Then go to: Start->Run and type: dxdiag and click OK.
Wait until it finishes, then click on Save All Information and save it as
regular text document and attach it to the reply with log files. Thank you for the contribution.

Feel free to contact us if you have any questions

Best regards,

Mihkel P.
Skype Support

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

The response above is nonsensical for several reasons:

a) it completely ignores the request to remove Voicemail from our accounts (as did "Davide").

b) the claim that "our testlab has been unable to recreate the situation" is unbelievable for a known, well discussed, bug that is already in their bug database and acknowledged by the developers (and is very easy to reproduce).

c) it's highly unlikely that Skype would produce any meaningful log files
while it is offline, and completely impossible when the computer is switched off (!), which is when the problem occurs.

We suspected that this reply was just yet another "don't bother to read, just give them a canned reply and hope they'll go away" response.

Nevertheless, we decided to do as asked, in the hope that having got the
data requested they may pass it onto someone who might actually make some effort.

From:
Received: 26.12.2007 14:02:32 GMT Standard Time (GMT - 0:00 )
To: "Mihkel - Skype Support"
Subject: Re: GQW: Solution or workaround to SCW-449

Here they are. For step 5, "regenerate this error", I did the following:

a) Changed Status to Offline
b) called from another computer
c) Changed Status back to Online

Also attached are:

Options-Voicemail.jpg, showing the voicemail option settings
Before.jpg, showing that there were no voicemails before the above steps After.jpg, showing there was a voicemail after the above steps.

This is very easy to reproduce. Your testlab should follow these steps:

1) use a Skype account with Voicemail capability
2) select Tools -> Voicemail...
3) turn "Send unanswered calls to Skype Voicemail" OFF
4) select File -> Sign Out
5) make sure that no other computer is online on the same account
6) call the account from another computer

Your testlab will see that the call *still* goes to voicemail, even though voicemail has been turned *off*.

Now that you have proved that the bug, that has ALREADY BEEN ACKNOWLEDGED by your developers in https://developer.skype.com/jira/browse/SCW-449, exists,
can you please fulfil our request and PLEASE *completely and permanently* remove Voicemail capability from our SkypePro & SkypeIn accounts.

Regards

From: "Mihkel - Skype Support" billing@skype.net
To: customer
Subject: Re: GQW: Solution or workaround to SCW-449
Date: 3 January 2008 11:07

Hello customer,

Thank you for contacting Skype Support.

As you don't have any purchases from our store, then it's impossible to verify your identity and therefore we can not add the email address now either.

Unless you remember your password, then you would unfortunately have to make a new account. To do that, please select "Sign Out" from File menu and then click "Don't have a Skype name?" from the login screen, you will then be prompted to create a new username.

We apologise for the inconvenience

Best regards,

Mihkel P.
Skype Support

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

The last response was so unrelated to the support request that, even
after the frustrating nature of the previous responses, we were stunned!

We had, originally, planned to get Skype Pro accounts with SkypeIn numbers for all of the staff in our organisation (an NGO). These first accounts were to test the viability of that.

The bug that calls go to voicemail when a user is offline, even if voicemail has been turned off, means that the SkypeIn numbers would be useless to us, as we couldn't integrate them with our existing telephony system.

To be continued.............
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