Skype what a total waste of time and money.
This is a total and utter disgrace for a company who is earning millions of pounds a year and does not seem to care one cent about it's customers.
Thursday 10 January 2008, 5:52 PM
Skype's Robotic Customer Service
Is you sit down and read this article http://community.zdnet.co.uk/blog/0,1000000567,10007001o-2000498653b,00.htm very carefully I wonder if you will agree with me that Skype DOES NOT have any human Customer Service (CS).
I am more and more convinced that when Skype users send in a CS request they are actually sending it to a computer (and yes in fact they are) but that is as far as it get, it does not get touched by human hands. I am of the opinion that when you send in you CS request it is scanned by a computer which is looking for certain KEYWORDS, once it find those keyword it the delves into it’s data base of standard answers and send that back to you.
If the keyword you use are not in it’s data base then you will get sent back some random answer that has nothing in the world to do with your problem.
Now why do I have a very funny feeling my assumption is correct, because if you have read the article I suggested above (you might have to read it 2 or 3 times) you will see that it hits you right between the eyes that no human beings on this earth can be that stupid to answer the customers problem in the was it has been done. It is a know fact that what he wants to CANNOT be done and it is fully documented here https://developer.skype.com/jira/browse/SCW-449 which is Skype’s own development and bug reporting site and has been reported there since 25-06-2007.
I am sure you will agree that any human CS person with an ounce of intelligence having already been told buy the custom that there is already a “Jira” report on it would at least have the sense to go and look at this report, then report back to the customer that “sorry we know of your problem and are working on it at this time” but no, the poor old customer get the standard reply back of how to reinstall Skype.
If I have not convinced you that CS is totally run by PC with no human interaction then I have failed to make my point but, on the other hand if there is a human interface between the PC and customer and they all act in the same fashion as they did in the above post then nobody stands any chance of getting the problem fixed other then in the Skype Forum.
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I am more and more convinced that when Skype users send in a CS request they are actually sending it to a computer (and yes in fact they are) but that is as far as it get, it does not get touched by human hands. I am of the opinion that when you send in you CS request it is scanned by a computer which is looking for certain KEYWORDS, once it find those keyword it the delves into it’s data base of standard answers and send that back to you.
If the keyword you use are not in it’s data base then you will get sent back some random answer that has nothing in the world to do with your problem.
Now why do I have a very funny feeling my assumption is correct, because if you have read the article I suggested above (you might have to read it 2 or 3 times) you will see that it hits you right between the eyes that no human beings on this earth can be that stupid to answer the customers problem in the was it has been done. It is a know fact that what he wants to CANNOT be done and it is fully documented here https://developer.skype.com/jira/browse/SCW-449 which is Skype’s own development and bug reporting site and has been reported there since 25-06-2007.
I am sure you will agree that any human CS person with an ounce of intelligence having already been told buy the custom that there is already a “Jira” report on it would at least have the sense to go and look at this report, then report back to the customer that “sorry we know of your problem and are working on it at this time” but no, the poor old customer get the standard reply back of how to reinstall Skype.
If I have not convinced you that CS is totally run by PC with no human interaction then I have failed to make my point but, on the other hand if there is a human interface between the PC and customer and they all act in the same fashion as they did in the above post then nobody stands any chance of getting the problem fixed other then in the Skype Forum.
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