Jamie's Random Musings
Various thoughts and adventures, including but not limited to Linux, Windows XP and Widows Vista, and assorted bits of hardware new and old.
Tuesday 21 October 2008, 12:12 PM
Skype - This is "Improved" Customer Support?
Or not. Here is an article, hot off the press, just posted yesterday, recounting the experiences of a paying Skype customer. The summary:
- Made contact with an old friend, decided to try using Skype to stay in touch, as it was the obvious and well-known choice.
- Billing problems, filed support request, got totally irrelevant reply after several days wait.
- Resubmitted support request with clarification, got an even more ridiculous reply
- Repeat above sequence for several more cycles, with the customer spending more and more time on the phone and email, with the bank and credit card company.
As yet, it appears that all attempts to solve the problem with Skype "Customer Support" have done nothing but make the situation worse, and increase the anger and frustration of the customer.
This is NOT an isolated case - and this one didn't even come from the Skype "Community". There are many, many more just like it in the Skype Community, where some of the most active threads have subject such as "Why is Skype support so awful", and "What's wrong with Skype support".
It certainly appears that the new CEO and COO are doing a bang-up job of improving Skype's abysmal "Customer Support"... NOT! Of course, the CEO has "only" been on the job about a year now, and the COO "only" about six months... I suppose it takes a lot longer than that to find someone who can pick up a phone and give an intelligent answer...
jw 21/10/2008
PreviousComments on this post
Jamie's post offers one possible interpretation of what Skype COO Scott Durchslag said about customer service - readers might like to watch the full video to form their own opinions :)
This comment has been deleted at the users request
Jamie, unfortunately I may have to add my name to the list of paying customers in the end being ignored by Skype. I have supported them, in a measure at least, to this point. Oh, I can say a little in their support, they did issue me a 10 euro coupon, but four times that is yet to come. One more item, their quality has improved. A while ago, no one could hear the first few words on their SkypeOut service. Now that is fixed.
Thanks for the Gizmo5 tip a while ago. I haven't tried it yet. Too busy trying to deal with Skype :)
Don Shenton
@a1gjv - Thanks for reading and commenting. I know that you have had some of the same experiences that I and many others have had with Skype. Wouldn't it be nice if someone at Skype would actually read, acknowledge and act on these things, instead of spending their time denying it and excusing it? It reminds me of a "Dilbert" cartoon I saw once - the pointy-haired boss went to the doctor, and was told that he had "manager's elbow" - caused by patting yourself on the back and covering your ass at the same time. That must be one of the most common and severe ailments at Skype!
@DRS2 - Don, I'm sorry to hear that you haven't gotten much help from Skype "support" - but not the slightest bit surprised. To be honest, I am mildly surprised that you got anything at all. Please let me know what you think when you have time to try Gizmo, I am honestly interested in your opinion. The people there continue to impress me with their hard work and dedication.
jw 23/10/2008
Don - I've just sent you a private message. I hope we can sort out any remaining customer support problems.
This comment has been deleted at the users request
