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.
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
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........
Tuesday 8 January 2008, 1:09 PM
Skype Customer Support or lack of part 2
To Customer Support or not to Customer Support that is the question continued.
to Andre - Skype Support ,
date Nov 20, 2007 2:15 PM
subject MY FOURTH EMAIL W/O RESPONSE
mailed-by gmail.com
hide details Nov 20
Reply
Is anyone receiving these emails? I'm not even getting confirmation from skype anymore. I've sent everything I can, now when all the files have been sent, no one replies.
Jas(on)
to Andre
show details Dec 22 (9 days ago)
Reply
---------- Forwarded message ----------
Date: Nov 13, 2007 3:00 PM
2 attachments — Download all attachments
debug-20071113-1444.log 2102K Download
debug-20071113-1444.trace.txt
32K Open as a Google document View Download
Andre - Skype Support ,
date Dec 7, 2007 1:07 PM
subject EXACTLY HOW MANY OF MY REQUESTS WILL YOU PEOPLE NOT RESPOND TO????
mailed-by gmail.com
hide details Dec 7
Reply
I've sent you all the things you've asked for, then the work on my problem suddenly stops. I sent all the files from the boot up and boot down of skype, why no more responses for two weeks?
Jason
Andre - Skype Support ,
date Dec 7, 2007 1:10 PM
subject IS THERE A COMPETENT SUPERVISOR OR SOMETHING AVAILABLE????
mailed-by gmail.com
hide details Dec 7
Reply
Anyone getting these? If you can't fix the problem then pass it along to someone who can.
Jason
To Andre - Skype Support ,
date Dec 22, 2007 12:17 PM
subject #1131966-1604712#
mailed-by gmail.com
hide details Dec 22 (9 days ago)
Reply
why has no one responded to my concerns?
sent around 3 dozen emails now all detailed my Skype issue including the case number with the debug files. This is not going away guys, I have all the time in the world, and will eventually start looking more closely to find the supers or higher TS personnel.
As you can see from the 15th November the customer has not received one single communication from Skype about his problem now what fantastic Customer Service is this called I wonder lest guess, totally ignore him, pretend he dose not exist, throw his support request in the rubbish bin which is the most likely thing to of happened.
I will now leave you to ponder on this Customer Support problem because it is still not finished yet.
To be continued……………….
Monday 7 January 2008, 10:48 PM
Skype Customer Support or lack of part 1
To Customer Support or not to Customer Support that is the question.
Well my advise to all would be don’t bother because firstly you are more than likely to got no response from the and secondly if you do the information you get will be nothing to do with the problem you reported in the first place. The best place to go for help is to the Skype Forum which can be found here http://forum.skype.com/ there you will at least stand a 90% chance of getting a sensible reply to you problem and in most cases a 95% of getting it fixed.
What you need to know about the Support Forum is that 99% of the people that give help and advise and none paid volunteers giving up their spare time to help others, whereas Skype pay people to provide Customer Support, what a laugh they must be having at the customers expense. As far as I can determine Custom Support is manned by people who either have NOT been trained for the job or don’t have a clue as to what they as supposed to be doing. You will realise this further down when I quote you an on going problem that has still not been resolved in over 2 months, and to top it all the person with the problem has been totally ignored for the last to weeks.
Ok Skype might not know how to fix his problem at the moment but don’t you think that the most correct and polite thing to do would be to say to the poor guy we have your problem on file but at the moment we have not found a way to fix it yet. Oh! I forgot Customer Service don’t know how to be correct and polite.
What does it take to train a few people to work as Customer Support advisors MONEY which Skype will not pay because they are to interested in putting it in the pockets and paying share holders. Any good company whatever there business needs proper Custom Support via email and phone. I as you have you ever heard of a VoiP service provider not giving phone support, IMHO I think they are to frightened to because the air would be blue with the way they are treating people, also a minimum of 4 WORKING DAY to even answer and support request is no laughing matter when you consider that a large amount of Skype users us it for there business, therefore no phone no money coming in.
Now to the customers problem. I must say that to protect privacy all email addresses have been removed.
This was the customers complaint to Customer Support which as you can see he has a problem storing single chat history’s, every thing that is written after this is the email that have gone back and forth between hime and Customer Support.
"Topic: Technical (sound, video, connection, etc.)
Subtopic: Other
Subject: Not storing one chat history, the MAIN one
Message:
------------------------------
-----------------------------------------
Skype won't store the current chat history. For a while it stored it plus all my other chats, now since I made the error of deleting it once, it won't return to storing it in the history. I have to call it up from bookmarked chats every time which is a pain. I'd rather go to the chat history.
It stores all my other chat histories from other groups, calls, etc., but not the one I use most frequently."
Andre - Skype Support to me
show details Nov 2
Reply
Hello Jason,
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.)
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,
Andre
---
Skype Support
to Andre
show details Nov 5
Reply
Sorry man,
didn't do it. It still is not putting the one current chat I use the most in the history. Did everything you said, step by step, not a go yet. How come it won't store this one most important chat?
Jas(on)
Andre - Skype Support to me
show details Nov 7
Reply
Hello ,
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(make some chats)
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)
We would be very pleased if you could provide us these log files.
Best regards,
Andre
---
Skype Support
to Andre
show details Nov 7
Reply
The part that says:
"IMPORTANT: place a call for 5sec and wait 5min before creating the log." doesn't make any sense. I don't have any Skype minutes to place a call with, nor do I use Skype for calling anywhere ever. None of my contacts use Skype for calls, at least not to me and from what I understand a lot of them don't even have headsets. We use Skype as an Instant Messenger to send text messages back and forth and occasionally exchange image files.
How am I suppose to place a call?
Jason
Andre - Skype Support to me
show details Nov 7
Reply
Hello ,
Thank you for contacting Skype Support.
In this case please try to call our testcall service. You can add this contact as follows:
Tools>Add a contact
Search for username echo123
If you are able to place a successful call then we can be sure that your connection is working correctly.
After this call send some chats to online users.(chats and call should be saved on History tab, if not then we would need log files)
Best regards,
Andre
---
Skype Support
to Andre show details Nov 13
Reply
Ok, the phone call worked fine. The one chat it is still not storing in history is the one I just used in the file I'm sending, every other one shows up in history just fine.
Jason
- Show quoted text -
2 attachments — Download all attachments
debug-20071113-1444.log 2102K Download
debug-20071113-1444.trace.txt
32K Open as a Google document View Download
Andre - Skype Support to me
show details Nov 15
Reply
Hello ,
Thank you for contacting Skype Support.
We have recently released an upgraded version of Skype for Windows (3.6.0.216). This version includes major upgrades and improvements over the previous releases.
The latest Skype for Windows is available for download here:
http://www.skype.com/download/skype/windows/
With updating Skype, your Firewall needs a new rule in the exception list. Even if the previous version of Skype is already in the exception list, delete it and create a new rule for Skype.
If you have more than one Firewall each of your Firewalls will require a rule allowing Skype to connect to the internet. Sometimes Firewalls allow Skype to connect for a number of days before blocking it.
For firewall setup - http://www.skype.com/help/guides/firewall.html
Please contact us again if the new version did not solve your current issues.
Best regards,
Andre
---
Skype Support
to Andre
show details Nov 15
Reply
Upgrade didn't matter, has anyone looked at the debug files I sent?
2 attachments — Download all attachments
debug-20071113-1444.log 2102K Download
debug-20071113-1444.trace.txt
32K Open as a Google document View Download
to Andre
show details Nov 19
Reply
I've sent you people everything you asked for plus I've sent another email inquiring about the results. Has anyone looked at these debug files yet? It's been almost a week since I sent the files.
Jas(on)
2 attachments — Download all attachments
debug-20071113-1444.log 2102K Download
debug-20071113-1444.trace.txt
32K Open as a Google document View Download
To be continued................
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