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, 12:03 AM
And Skype call this customer Service part 5.
A very simple solution could be provided by Skype to solve this problem until the bug is fixed, but Skype support is clearly not interested in even bothering to read and understand support requests, less alone putting in any effort beyond giving canned (and often irrelevant) responses.
Even without a workaround or fix for that problem, we might well have considered going ahead with just the Skype Pro accounts, and using Skype (only) for outgoing calls.
However, the shamefully incompetent nature of Skype's so-called "support" has convinced us that there is no way that we can trust Skype to handle any of our communications needs whatsoever, and so we have cancelled (and got refunds for) our existing accounts and will be taking our VoIP business elsewhere.
Since the blog was first posted the customer has received another email from Customer Support.
Surprise! I just got an email from "Davide"! It starts:
QUOTE
Thank you for contacting Skype Support.
I have read your blog on http://community.zdnet.co.uk/blog/0,100000...0498653b,00.htm
We are trying to resolve this problem here at Skype.
However our testlab has been unable to recreate the situation.
and then goes onto give the standard how-to-turn-on-logging instructions.
Obviously someone at Skype has spotted the blog and given Davide a kick -- although the latest response shows that he still hasn't understood or researched the problem!
Couple of things about the blog. First, all of Skype's responses are missing. My guess is that the > to separate the messages has confused it, as are SDML (and hence HTML) tag delimiters.
Secondly, it's not quite accurate to say "Having read all the information about VM and finding that what he wanted to do could not be done...". At the time I submitted the support request I didn't know that; I only found that out later, when I looked in the forums after getting the first couple of useless answers from Skype.
Here's the whole of the latest message. I haven't decided yet if I'm going to reply (and if so, how) or just ignore it.
From: "Davide - Skype Support" na_system@ebay.com
To: customer
Subject: RE: GQW: How to turn off voicemail for SkypePro/SkypeIn
Date: 9 January 2008 12:12
Hello customer
Thank you for contacting Skype Support.
I have read your blog on http://community.zdnet.co.uk/blog/0,100000...0498653b,00.htm
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 windows update, 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,
Davide - Skype Support
Visit www.skype.com for latest news, updates and tips.
"Author comments.......From the latest comments and all the other comments made by CS in their email it is so blatantly obvious that this Skype CS person does not have a clue as to what he is doing nor dose anybody else in CS for that matter. The customer has stated quite plainly what he wants to happen but STILL keeps getting the same pathetic standard answers to something that Skype already KNOW can’t be done.
This customers case is not the only one where Skype DO NOT have a clue as to what they are doing and are just giving the same old standard answer "uninstall Skype and reinstall and every thing will go away."
As an im/chat/video program Skype is very good but I implore anybody who is thinking of buying any of the Skype paid for services DON’T or if you do so you do it at your own peril because if anything goes wrong DON’T expect Skype to solve it for you.
UPDATE 30/01/2008: This customer has received a full refund of his money and is now an ex customer of Skype and good luck to him.
Technorati Profile
Even without a workaround or fix for that problem, we might well have considered going ahead with just the Skype Pro accounts, and using Skype (only) for outgoing calls.
However, the shamefully incompetent nature of Skype's so-called "support" has convinced us that there is no way that we can trust Skype to handle any of our communications needs whatsoever, and so we have cancelled (and got refunds for) our existing accounts and will be taking our VoIP business elsewhere.
Since the blog was first posted the customer has received another email from Customer Support.
Surprise! I just got an email from "Davide"! It starts:
QUOTE
Thank you for contacting Skype Support.
I have read your blog on http://community.zdnet.co.uk/blog/0,100000...0498653b,00.htm
We are trying to resolve this problem here at Skype.
However our testlab has been unable to recreate the situation.
and then goes onto give the standard how-to-turn-on-logging instructions.
Obviously someone at Skype has spotted the blog and given Davide a kick -- although the latest response shows that he still hasn't understood or researched the problem!
Couple of things about the blog. First, all of Skype's responses are missing. My guess is that the > to separate the messages has confused it, as are SDML (and hence HTML) tag delimiters.
Secondly, it's not quite accurate to say "Having read all the information about VM and finding that what he wanted to do could not be done...". At the time I submitted the support request I didn't know that; I only found that out later, when I looked in the forums after getting the first couple of useless answers from Skype.
Here's the whole of the latest message. I haven't decided yet if I'm going to reply (and if so, how) or just ignore it.
From: "Davide - Skype Support" na_system@ebay.com
To: customer
Subject: RE: GQW: How to turn off voicemail for SkypePro/SkypeIn
Date: 9 January 2008 12:12
Hello customer
Thank you for contacting Skype Support.
I have read your blog on http://community.zdnet.co.uk/blog/0,100000...0498653b,00.htm
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 windows update, 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,
Davide - Skype Support
Visit www.skype.com for latest news, updates and tips.
"Author comments.......From the latest comments and all the other comments made by CS in their email it is so blatantly obvious that this Skype CS person does not have a clue as to what he is doing nor dose anybody else in CS for that matter. The customer has stated quite plainly what he wants to happen but STILL keeps getting the same pathetic standard answers to something that Skype already KNOW can’t be done.
This customers case is not the only one where Skype DO NOT have a clue as to what they are doing and are just giving the same old standard answer "uninstall Skype and reinstall and every thing will go away."
As an im/chat/video program Skype is very good but I implore anybody who is thinking of buying any of the Skype paid for services DON’T or if you do so you do it at your own peril because if anything goes wrong DON’T expect Skype to solve it for you.
UPDATE 30/01/2008: This customer has received a full refund of his money and is now an ex customer of Skype and good luck to him.
Technorati Profile
Wednesday 9 January 2008, 11:57 PM
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.............
Technorati Profile
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.............
Technorati Profile
Wednesday 9 January 2008, 11:30 PM
And Skype call this Customer Service part 3.
If you would like to read more about how to use Skype for Business, please visit www.skype.biz .
Best regards,
Davide - Skype Support
Visit www.skype.com for latest news, updates and tips.
From: customer
Received: 20/12/2007 16:12:08 GMT Standard Time (GMT - 0:00 )
To: "Davide - Skype Support" support@skype.net
Subject: Re: GQW: How to turn off voicemail for SkypePro/SkypeIn
Incredible! Do you not READ the request before answering?!? Why are you offering us free voicemail when our request says very clearly "We do not want Voicemail. Ever." ???
PLEASE ESCALATE THIS SUPPORT REQUEST TO YOUR MANAGER OR SUPERVISOR.
Regards
From: "Davide - Skype Support" support@skype.net
To: customer
Sent: Friday, December 21, 2007 7:28 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, this will refresh the system files and remove possible conflicts with the oprions in you Voicemail settings:
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.)
2. Uninstall Skype.
• Open "Control Panel" (Start > Control Panel, or Start > Settings > Control Panel) and choose "Add/Remove Programs".
• Select Skype from the list and click on "Remove".
• Go to C:\Program Files and delete the Skype folder from there.
• Go to "C:\Documents and
Settings\your_windows_username\ApplicationData" and delete the Skype folder from there.
• Go to c:\docs and settings\all users\ApplicationData 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.
3. Download and install the latest version of Skype at:
http://www.skype.com/go/download
4. To restore your chat history, move Skype chat history files back to
"C:\Documents and
Settings\your_windows_username\ApplicationData\Skype\your_skype_name".
Note: There is no need to backup contacts as they are stored centrally on our server and can be accessed anywhere as long as you log in with the same username and password. A detailed list of your calls and SMS messages is available at:
https://secure.skype.com/store/myaccount/history.html
Best regards,
Davide - Skype Support
Visit www.skype.com for latest news, updates and tips.
From: customer
To: "Davide - Skype Support" support@skype.net
Subject: Re: GQW: How to turn off voicemail for SkypePro/SkypeIn
Date: 23 December 2007 14:47
You still do not understand the problem. For the third time of asking:
PLEASE ESCALATE THIS SUPPORT REQUEST TO YOUR MANAGER OR SUPERVISOR.
Vous ne comprenez pas toujours le problème. Pour le troisième temps de
demander :
S'IL VOUS PLAIT INTENSIFIER CETTE DEMANDE DE SOUTIEN A VOTRE DIRECTEUR.
Sie verstehen noch nicht das Problem. Zum drittem Mal von Fragen:
BITTE ESKALIEREN SIE DIESE STÜTZE BITTE ZU IHREM MANAGER ODER AUFSEHER.
Lei non capisce tuttavia il problema. Per la terza volta di chiedere:
PER FAVORE DI INTENSIFICARE QUESTA RICHIESTA DI SOSTEGNO AL SUO MANAGER O IL
SUO SOVRINTENDENTE.
Du forstår enda ikke problemet. For tredje gang av å spørre :
VÆR SÅ SNILL OG ESKALERE DENNE STØTTEN ANMODNINGEN TIL DIN SJEFER ELLER
INSPEKTØRER.
Regards
No further response was ever received from "Davide" for the above support request.
As it was clear that "Davide" was totally incompetent, we decided to put in another support request, in the hope of getting someone that might actually make the effort to understand the issue.
As we had, meanwhile, discovered that the bug we were experiencing
is not only a known problem which has been discussed in the Skype
Voicemail forum, but had also already been reported in Skype's bug
database, and acknowledged as a bug by the developers, we included
specific references to these in the new support request, and avoided
any "keywords" that might trigger canned responses (like "VoiceMail").
From: customer
Received: 21.12.2007 11:09:59 GMT Standard Time (GMT - 0:00 )
To: support@skype.net
Subject: GQW: Solution or workaround to SCW-449
Name: customer
Skype Name: *****
E-mail: *****
Topic: Technical (sound, video, connection, etc.)
Subtopic: Other
Subject: Solution or workaround to SCW-449
Message:
For Skype to be usable for us we really need a solution or workaround for the bug listed in https://developer.skype.com/jira/browse/SCW-449
Please either:
a) remove that option completely from our account (we don't care that it's free, we will never use it), or
b) implement the workaround suggested in
To be continued..............
Technorati Profile
Best regards,
Davide - Skype Support
Visit www.skype.com for latest news, updates and tips.
From: customer
Received: 20/12/2007 16:12:08 GMT Standard Time (GMT - 0:00 )
To: "Davide - Skype Support" support@skype.net
Subject: Re: GQW: How to turn off voicemail for SkypePro/SkypeIn
Incredible! Do you not READ the request before answering?!? Why are you offering us free voicemail when our request says very clearly "We do not want Voicemail. Ever." ???
PLEASE ESCALATE THIS SUPPORT REQUEST TO YOUR MANAGER OR SUPERVISOR.
Regards
From: "Davide - Skype Support" support@skype.net
To: customer
Sent: Friday, December 21, 2007 7:28 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, this will refresh the system files and remove possible conflicts with the oprions in you Voicemail settings:
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.)
2. Uninstall Skype.
• Open "Control Panel" (Start > Control Panel, or Start > Settings > Control Panel) and choose "Add/Remove Programs".
• Select Skype from the list and click on "Remove".
• Go to C:\Program Files and delete the Skype folder from there.
• Go to "C:\Documents and
Settings\your_windows_username\ApplicationData" and delete the Skype folder from there.
• Go to c:\docs and settings\all users\ApplicationData 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.
3. Download and install the latest version of Skype at:
http://www.skype.com/go/download
4. To restore your chat history, move Skype chat history files back to
"C:\Documents and
Settings\your_windows_username\ApplicationData\Skype\your_skype_name".
Note: There is no need to backup contacts as they are stored centrally on our server and can be accessed anywhere as long as you log in with the same username and password. A detailed list of your calls and SMS messages is available at:
https://secure.skype.com/store/myaccount/history.html
Best regards,
Davide - Skype Support
Visit www.skype.com for latest news, updates and tips.
From: customer
To: "Davide - Skype Support" support@skype.net
Subject: Re: GQW: How to turn off voicemail for SkypePro/SkypeIn
Date: 23 December 2007 14:47
You still do not understand the problem. For the third time of asking:
PLEASE ESCALATE THIS SUPPORT REQUEST TO YOUR MANAGER OR SUPERVISOR.
Vous ne comprenez pas toujours le problème. Pour le troisième temps de
demander :
S'IL VOUS PLAIT INTENSIFIER CETTE DEMANDE DE SOUTIEN A VOTRE DIRECTEUR.
Sie verstehen noch nicht das Problem. Zum drittem Mal von Fragen:
BITTE ESKALIEREN SIE DIESE STÜTZE BITTE ZU IHREM MANAGER ODER AUFSEHER.
Lei non capisce tuttavia il problema. Per la terza volta di chiedere:
PER FAVORE DI INTENSIFICARE QUESTA RICHIESTA DI SOSTEGNO AL SUO MANAGER O IL
SUO SOVRINTENDENTE.
Du forstår enda ikke problemet. For tredje gang av å spørre :
VÆR SÅ SNILL OG ESKALERE DENNE STØTTEN ANMODNINGEN TIL DIN SJEFER ELLER
INSPEKTØRER.
Regards
No further response was ever received from "Davide" for the above support request.
As it was clear that "Davide" was totally incompetent, we decided to put in another support request, in the hope of getting someone that might actually make the effort to understand the issue.
As we had, meanwhile, discovered that the bug we were experiencing
is not only a known problem which has been discussed in the Skype
Voicemail forum, but had also already been reported in Skype's bug
database, and acknowledged as a bug by the developers, we included
specific references to these in the new support request, and avoided
any "keywords" that might trigger canned responses (like "VoiceMail").
From: customer
Received: 21.12.2007 11:09:59 GMT Standard Time (GMT - 0:00 )
To: support@skype.net
Subject: GQW: Solution or workaround to SCW-449
Name: customer
Skype Name: *****
E-mail: *****
Topic: Technical (sound, video, connection, etc.)
Subtopic: Other
Subject: Solution or workaround to SCW-449
Message:
For Skype to be usable for us we really need a solution or workaround for the bug listed in https://developer.skype.com/jira/browse/SCW-449
Please either:
a) remove that option completely from our account (we don't care that it's free, we will never use it), or
b) implement the workaround suggested in
To be continued..............
Technorati Profile
Wednesday 9 January 2008, 11:26 PM
And Skype call this Customer Service part 2.
2. Uninstall Skype.
• Open "Control Panel" (Start > Control Panel, or Start > Settings > Control Panel) and choose "Add/Remove Programs".
• Select Skype from the list and click on "Remove".
• Go to C:\Program Files and delete the Skype folder from there.
• Go to "C:\Documents and
Settings\your_windows_username\ApplicationData" and delete the Skype folder from there.
• Go to c:\docs and settings\all users\ApplicationData 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.
3. Download and install the latest version of Skype at:
http://www.skype.com/go/download
4. To restore your chat history, move Skype chat history files back to
"C:\Documents and
Settings\your_windows_username\ApplicationData\Skype\your_skype_name".
Note: There is no need to backup contacts as they are stored centrally on our server and can be accessed anywhere as long as you log in with the same username and password. A detailed list of your calls and SMS messages is available at:
https://secure.skype.com/store/myaccount/history.html
Best regards,
Davide - Skype Support
Visit www.skype.com for latest news, updates and tips.
From: customer
Received: 18/12/2007 14:54:17 GMT Standard Time (GMT - 0:00 )
To: "Davide - Skype Support" support@skype.net
Subject: Re: GQW: How to turn off voicemail for SkypePro/SkypeIn
Thanks, but that didn't work. I did exactly as specified and removed and reinstalled Skype, but it *still* goes to voicemail when I'm offline, both for calls to our SkypeIn number and for Skype calls.
Can you please just (permanently) disable/remove voicemail functionality from our account.
Regards
From: "Davide - Skype Support" support@skype.net
To: customer
Sent: Wednesday, December 19, 2007 8:33 AM
Subject: Re: GQW: How to turn off voicemail for SkypePro/SkypeIn
Hello ,
Thank you for contacting Skype Support.
To adjust your voicemail settings please go here:
On Skype client open Tools -> Options. On the pop-up window choose Call forwarding and Voicemail tab -> locate area Voicemail: tick the box Send unanswered calls to Skype voicemail. To disable Voicemail untick that box
Best regards,
Davide - Skype Support
Visit www.skype.com for latest news, updates and tips.
“Author comment....... You will notice he is still NOT told he can’t do what he want to do.”
From:
Received: 19/12/2007 17:45:40 GMT Standard Time (GMT - 0:00 )
To: "Davide - Skype Support"
Subject: Re: GQW: How to turn off voicemail for SkypePro/SkypeIn
Davide, after three requests it is clear that you still do not nderstand
the problem I am having.
Please escalate this support request to your manager or supervisor.
Dear Support Manager,
We have a SkypePro account with a SkypeIn number, all under Skype Business.
We do not want Voicemail. Ever.
We have tried disabling Voicemail in the Tools-Options-Voicemail settings, but this only works when we are online. When we go offline then calls, either by Skype or from the SkypeIn number, still go to voicemail. We do not want this.
We have tried removing and reinstalling Skype, and then disabling Voicemail in the Tools-Options-Voicemail settings, but calls when we am offline still go to Voicemail.
There is a long discussion about this in the Voicemail forum at
http://forum.skype.com/index.php?showtopic=63898 (Can't Turn Off Voicemail), and it is clear that this is a long-standing Skype bug, and is nothing to do with anything on our systems.
Consequently, we request that you *permanently remove* the free Voicemail capability from our SkypePro and SkypeIn accounts.
If this problem cannot be resolved soon, then we will be cancelling our SkypePro, SkypeIn number, and Skype Business accounts and requesting a full refund under the 30-day rule. Skype going to voicemail when we are offline makes Skype useless to us, as our SkypeIn number is part of an external hunt group.
Thank you,
From: "Davide - Skype Support" support@skype.net
To: customer
Sent: Thursday, December 20, 2007 3:01 PM
Subject: Re: GQW: How to turn off voicemail for SkypePro/SkypeIn
Hello ,
Thank you for contacting Skype Support.
Business SkypeIn numbers are assigned without free voicemail.
We are currently considering adding this function in the future.
However, seeing as Voicemail is offered with regular SkypeIn numbers, we would like to offer you a free voucher for 3 months of Voicemail.
Here is the voucher xxxxxxxxxxxxxxxxx
Please note that this voucher can only be used for a personal Skype account at
https://secure.skype.com/store/voucher/redeem.html
We apologise for any inconvenience
To be continued...........
Technorati Profile
• Open "Control Panel" (Start > Control Panel, or Start > Settings > Control Panel) and choose "Add/Remove Programs".
• Select Skype from the list and click on "Remove".
• Go to C:\Program Files and delete the Skype folder from there.
• Go to "C:\Documents and
Settings\your_windows_username\ApplicationData" and delete the Skype folder from there.
• Go to c:\docs and settings\all users\ApplicationData 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.
3. Download and install the latest version of Skype at:
http://www.skype.com/go/download
4. To restore your chat history, move Skype chat history files back to
"C:\Documents and
Settings\your_windows_username\ApplicationData\Skype\your_skype_name".
Note: There is no need to backup contacts as they are stored centrally on our server and can be accessed anywhere as long as you log in with the same username and password. A detailed list of your calls and SMS messages is available at:
https://secure.skype.com/store/myaccount/history.html
Best regards,
Davide - Skype Support
Visit www.skype.com for latest news, updates and tips.
From: customer
Received: 18/12/2007 14:54:17 GMT Standard Time (GMT - 0:00 )
To: "Davide - Skype Support" support@skype.net
Subject: Re: GQW: How to turn off voicemail for SkypePro/SkypeIn
Thanks, but that didn't work. I did exactly as specified and removed and reinstalled Skype, but it *still* goes to voicemail when I'm offline, both for calls to our SkypeIn number and for Skype calls.
Can you please just (permanently) disable/remove voicemail functionality from our account.
Regards
From: "Davide - Skype Support" support@skype.net
To: customer
Sent: Wednesday, December 19, 2007 8:33 AM
Subject: Re: GQW: How to turn off voicemail for SkypePro/SkypeIn
Hello ,
Thank you for contacting Skype Support.
To adjust your voicemail settings please go here:
On Skype client open Tools -> Options. On the pop-up window choose Call forwarding and Voicemail tab -> locate area Voicemail: tick the box Send unanswered calls to Skype voicemail. To disable Voicemail untick that box
Best regards,
Davide - Skype Support
Visit www.skype.com for latest news, updates and tips.
“Author comment....... You will notice he is still NOT told he can’t do what he want to do.”
From:
Received: 19/12/2007 17:45:40 GMT Standard Time (GMT - 0:00 )
To: "Davide - Skype Support"
Subject: Re: GQW: How to turn off voicemail for SkypePro/SkypeIn
Davide, after three requests it is clear that you still do not nderstand
the problem I am having.
Please escalate this support request to your manager or supervisor.
Dear Support Manager,
We have a SkypePro account with a SkypeIn number, all under Skype Business.
We do not want Voicemail. Ever.
We have tried disabling Voicemail in the Tools-Options-Voicemail settings, but this only works when we are online. When we go offline then calls, either by Skype or from the SkypeIn number, still go to voicemail. We do not want this.
We have tried removing and reinstalling Skype, and then disabling Voicemail in the Tools-Options-Voicemail settings, but calls when we am offline still go to Voicemail.
There is a long discussion about this in the Voicemail forum at
http://forum.skype.com/index.php?showtopic=63898 (Can't Turn Off Voicemail), and it is clear that this is a long-standing Skype bug, and is nothing to do with anything on our systems.
Consequently, we request that you *permanently remove* the free Voicemail capability from our SkypePro and SkypeIn accounts.
If this problem cannot be resolved soon, then we will be cancelling our SkypePro, SkypeIn number, and Skype Business accounts and requesting a full refund under the 30-day rule. Skype going to voicemail when we are offline makes Skype useless to us, as our SkypeIn number is part of an external hunt group.
Thank you,
From: "Davide - Skype Support" support@skype.net
To: customer
Sent: Thursday, December 20, 2007 3:01 PM
Subject: Re: GQW: How to turn off voicemail for SkypePro/SkypeIn
Hello ,
Thank you for contacting Skype Support.
Business SkypeIn numbers are assigned without free voicemail.
We are currently considering adding this function in the future.
However, seeing as Voicemail is offered with regular SkypeIn numbers, we would like to offer you a free voucher for 3 months of Voicemail.
Here is the voucher xxxxxxxxxxxxxxxxx
Please note that this voucher can only be used for a personal Skype account at
https://secure.skype.com/store/voucher/redeem.html
We apologise for any inconvenience
To be continued...........
Technorati Profile
Wednesday 9 January 2008, 11:20 PM
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........
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........
Previous
