Another fantastic response from Skype CS to a customers problem

Well as you will see from the information posted below, which is an actual email record between the customer and Skype CS, Skype CS have given their usual fantastic customer service yet again by completely giving the wrong answer to the persons problem, and to top it all off the customer had to tell THEM how to solve the problem. IMHO when it gets to this stage I think Skype ought to give up and go home.
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Hello Sinisa,

Thank you for contacting Skype Support.

We are sorry to hear, that you are having problems with the call quality.

Here are some ways to help you experience enhanced call quality:


1. Check that you are using the most recent version of Skype. You can download it for free from http://skype.com/download/

2. Follow the simple suggestions here that resolve many call quality issues:

http://www.skype.com/help/guides/callquality/

3. Check that no firewalls are blocking Skype.

If you are using Windows Firewall, go to Start menu > Control Panel > Windows firewall > Change settings and select the Exceptions tab. Find Skype from the list, select it by clicking on it once and press Delete. Click on Add Program and select Skype from the list. If Skype is not on the list, click Browse and go to C:\Program Files\Skype\ Phone\ and select skype.exe. Close the windows by pressing OK button.

If you are also using any other firewalls, make sure, that these are not blocking Skype. You can find our visual firewall guide from http://www.skype.com/help/guides/firewall.html

Ideally Firewall or NAT device should allow incoming UDP packets to the port set in Skype > Menu > Tools > Options > "Connection"

4. Follow our visual sound setup guide to make sure your audio settings are correct:

http://www.skype.com/help/guides/soundsetup.html

5. Quit any file sharing applications or high-bandwidth usage applications. If you are downloading files at the same time as using Skype, call quality will be greatly diminished.

6. Make sure that all the drivers for your PC are up-to-date (sound, video, motherboard controllers etc). The manufacturer of your hardware will supply you with these. Also make sure, that you have all the updates installed from Windows Update (in Control Panel).

7. If you are using a router, please configure port forwarding for Skype. You can find guides for an extensive list of routers on http://www.portforward.com/english/applica.../Skypeindex.htm

Please note that we are not responsible for this page and contents might change unexpectedly.

8. If these suggestions do not resolve improve call quality, follow these steps:

a. Quit Skype

b. Locate the shared.xml file found in C:/Users/%Current User%/Appdata/Roaming/Skype/shared.xml (You can also press the Start and the R key simultaneously and enter "%appdata%" without the quotes and press OK to find the Skype folder).

c. Delete shared.xml

d. Start Skype (shared.xml will be recreated)

* If you cannot see shared.xml then ensure that “Show hidden files and folders” is switched on:

Navigate to My Computer > Organize > Folder and Search Options > View. Once there, make sure that the option "Show Hidden Files and Folders" is enabled

9. You can also try disabling QoS (Quality of Service) packet scheduling. Go to Start -> Control Panel -> Network And Sharing Center. Select 'Manage network connections'.Right click on the connection you are using (e.g. "Local Area Connection") and select Properties Untick the "QoS Packet Scheduler" option.


If the above does not help, a clean installation might also prove to be of assistance.


• Close Skype.

• Open "Control Panel" (Start > Control Panel, or Start > Settings > Control Panel) and choose "Programs and Features".

• Select Skype from the list and click on "Uninstall".

• Go to C:\Program Files and delete the Skype folder from there.

• Open “Windows Start Menu” and select "Run".

• Enter "regedit" in the text box and click "OK".

• Open the "Edit" drop-down menu and click "Find".

• Search for the keyword "Skype". Delete all search results.


If your issue was not solved with these suggestions, please contact us again.

Best regards,

Tamas H. - Skype Support

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

--- Original Message ---
From: Sinisa
Received: 9/23/2008 8:31:15 PM GMT Standard Time (GMT - 0:00 )
To: support@skype.net
Subject: GQW: calling land line problem


Name: Sinisa
Skype Name: xxxxxxxxxxxx
E-mail: xxxxxxxxxxxx
Topic: Technical (sound, video, connection, etc.)
Subtopic: Call quality problems
Subject: calling land line problem
Message:
-----------------------------------------------------------------------
My problem started few days ago, when I call land line other party hears me well, however I can only hear very very distorted tone and I can not distinguish what they are saying.
Having Skype-to-Skype conversation was OK.
I had one or two good calls in the morning and problem started again.
Just to note that there is no problem with equipment (computer, headphones and mic). Call to the same number via "voicebuster" is without a problem.

Since I am paying for this service please let me know what is going on and when can I expect you to fix it?

I am using
Windows Vista Business 32 bit
Dell Optiplex 755
Intel Quad core Q6600 @ 2.4 GHz
4GB RAM
500GB HD with plenty of free space
-----------------------------------------------------------------------

Skype Version: 3.8.0.154
Language: en
Browser: Mozilla/5.0 (Windows; U; Windows NT 6.0; en-US; rv:1.9.0.1) Gecko/2008070208 Firefox/3.0.1

Now second exchange, I was bit PO since he didn't read my mail. This is when other guy takes over (Benjamin), note that they keep asking for version of Skype (that info has been given to them 2 times already):

---------start second mail here -------------------------------------
Hello Sinisa,

Thank you for contacting Skype Support.

Usually this noise occurs when using USB- audio devices (especially webcam-integrated microphones are not recommended).

However, the reason for that may also be the sound card drivers.
First of all, update all your PC drivers (audio, video, etc.) If you are using a web-cam, please try to unplug it, restart Skype and make a call to see if that was the matter.
I also advise you to try a different headset (if your current is non-usb, then try a usb-headset).
Make sure your settings in Skype > Tools > Options > Sound devices are correct.

For a more detailed information on this problem and its possible solutions I advise you to look through the branch at Skype forum:
http://forum.skype.com/viewtopic.php?t=384...c&start=123

Also, please go through the short tutorials about some call quality issues you have:
Call quality: http://www.skype.com/help/guides/callquality/

Please let us know if this has resolved the issue. Should you need more assistance, feel free to contact us again; we will be glad to help

Best regards,

Benjamin G. - Skype Support


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

--- Original Message ---
From: Sinisa
Received: 9/24/2008 7:24:03 PM GMT Standard Time (GMT - 0:00 )
To: "'Tamas H. - Skype Support'"
Subject: RE: GQW: calling land line problem

Dear Tomas,

You did not read mail that I sent to you before you fired up generic answers. My conclusions are based on:

> 1. Check that you are using the most recent version of Skype. You can
> download it for free from http://skype.com/download/
Version of the skype that I am using is on the bottom on the page (3.8.0.154) and is part of the process of filling in gripe information.

> 2. Follow the simple suggestions here that resolve many call quality issues:

> http://www.skype.com/help/guides/callquality/

I did and it doesn't help, this is also part of gripe information.

> 3. Check that no firewalls are blocking Skype.

Firewall is on when I make Skype-to-Skype call, as I sad in my original mail Skype-to-Skype calls are fine (no deterioration of the sound), so there can not be a firewall issue. Same is true for the points 4 to 7 and 9, it only affects me when I make call to the land line.

I have tried what you've suggested in point 8 and finally reinstalling the skype all together to no avail. Please note that even if I try making call from different computer I get same results, which are:
-Skype-to-Skype calls are fine
-Skype-to-land line, I can not hear other side (distortion is so strong that I can not even recognise one word - something like computer digitised voice slowed down).

Since this had start happening few days ago and there were no obvious changes on my part my conclusion was that either Microsoft sent some patch for Vista, that could have made some mess or there was some change or corruption on your side.

If you have no other suggestions I would like you to escalate the problem.

Thank you,

Sinisa
--------------------end second mail here ---------------------------------

This is when he goes on about setup and such, what ever I am sending is like it's going into a black hole.


--------start third mail here --------------------------------------------


Hello Sinisa,

Thank you for contacting Skype Support.

We advise that you upgrade to the latest Skype release.
You can check your Skype version in Skype->Help->About.

Skype can be found here: http://www.skype.com/download/skype/windows/
The latest version includes up to date bug fixes and added features.

FIREWALL
========================

With updating SKYPE your firewall must be updated as well.
Do not forget to check any other protective software, like pc-cillin and such.

Exit/Close your current Skype by clicking in system try Skype icon (down near the right corner green spot) and choosing “Quit” from there if needed.

see this as well
http://www.skype.com/help/guides/firewall.html

Norton Firewall
http://www.skype.com/help/guides/firewall_norton.html

Zone Alarm (pro)
http://www.skype.com/help/guides/firewall_zone.html

MCAffee
http://www.skype.com/help/guides/firewall_mcafee.html

Disabling an external firewall will enable Vista firewall by default.
So if you disable any other firewall Vista firewall will now block your connections.
So remove Skype from Vista firewall program list as well

Go to Start->Control Panel->Windows Firewall. Click 'Allow a program through Windows Firewall'.
A window opens and from there select Exceptions.
*If Skype is already listed there tick the box in front of Skype and click 'Apply'
*If Skype is not listed there, then select 'Add Program', click 'Browse', browse to 'Program files->Skype->Phone' select 'Skype.exe', click 'Open', click 'OK'. And now in the list tick the selection box in front of Skype.

Please reboot and Start Skype, you will be prompted to allow Skype to connect to Internet, accept it.


SOUND ADJUSTMENTS DURING A CALL
========================

A "Headset" icon on the gray panel in Skype will appear in the main window during a call. This is just above the call (green) and Hang up (red) buttons.

This lets you control the volume of microphone/speakers (sliders) and select the preferred microphone/speakers (drop-down menu).

Make a call to "echo123", this is our free testing service and you can see/hear results immediately during the call. When you have the correct device selected in the drop-down menu, the slider starts flashing green during speech input/output and you should hear the recording.


OTHER SUGGESTIONS
=============

We also advise you to navigate in Skype, Tools -> Options -> Audio Settings and disable the option "Let Skype adjust your sound device settings".

Then go to Start menu -> All Programs -> Accessories -> Sound recorder and try to record your own voice in there.

If it does not record anything you say, then possibly your microphone is not plugged in correctly, it's broken or your sound card drivers are out of date.

New sound card drivers can be obtained at motherboard manufacturer's website for integrated cards. If you do not know these specifics then please consult with your PC reseller or hardware manual or more tech-savvy friend for getting information about sound card model and type in your PC.

Please reply back when you have same problems with this version. Thank you for using Skype

Best regards,

Benjamin G. - Skype Support


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

--- Original Message ---
From: Sinisa
Received: 9/25/2008 4:40:34 PM GMT Standard Time (GMT - 0:00 )
To: "'Benjamin G. - Skype Support'"
Subject: RE: GQW: calling land line problem

Hi Benjamin,

You have overlooked two key points from my previous mail and these are:
"Please note that even if I try making call from different computer I get same results, which are:
-Skype-to-Skype calls are fine
-Skype-to-land line, I can not hear other side..."

That means I have already tried to use other computer (including different head sets) and I have tried to use even different locations (home vs. office) with same results!

So, let me summarise for you:
3 different computers, 2 different headsets (usb vs. chinch) and 2 different locations (home vs. office) all yields same result:
Skype-to-Skype fine!
Skype-to-landline distortion!

And no I do not have any other usb device connected!

Regards,

Sinisa

----------------------end third mail here ----------------------------


This is where I started Googling for the answers and found yours on the forum. I have fired one more e-mail to Benjamin, rather unpleasant but this is out of the pure frustration.

English is my second language, so I apologise for the tons of mistakes that I have certainly made.


-------------start mail here -----------------
Hi Benjamin,

This is your "favourite" customer again. Since you are "Skype's technical support" information that I am sending to you, was supposed to be coming from you guys, not the other way around.

--------start here---------------
If PC to PC and Echo123 (Skype Test Call) are ok, the problem is likely with the PSTN/Gateway providers not your setup.

The only other solution besides waiting is to:
Report each and every failed or bad quality call do not just send in 1 report keep doing it even if you are calling the same failed number each time to pstn-feedback@skype.net with your location, time of day of call and the complete phone number you were calling and of course what happened. Without this information there is not much Skype can do to fix your problem.
------end here---------------------

This has more sense then any firewall, soundcard or headset issue!

Sinisa

----------------------end mail here ----------------------------------
Every single suggestion made here by CS is of no use what so ever because, if they had read the Email correctly in the first place they would of seen that all his PC2PC call worked 100% Ok, it was only when it came to making calls to PSTN phone numbers when the problem started, therefore and GOOD development engineer and GOOD being the operative word would know that there is NO problem with his firewall because if there was he would have problems making PC2PC calls.
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