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 30 January 2008, 1:48 PM
Skype give me back the service I have paid you for.
Where oh! where has my money gone.
There is not a day that goes buy when I look at the Skype Forum and there are people complaing that there Skypeout account has been blocked, or they have paid Skype for Skypeout credit which they have not received, why!!!!!!
Just look here to see what I mean http://forum.skype.com/index.php?showtopic=103759
Looking at the complaints to me it all seems to boil down to the fact that Skype’s account department are still living and working in the dark ages and as soon a something strange pops up a big RED light flashes and they automatically think that a FRAUD is taking place against them.
Let me give you an example of when this could/might/always does happen. Mr Everyman goes on a business trip to say China puts credit on his account before he goes thinking that all will be well while he is away and of course it will, until he has to put more credit onto his account while he is in China.
Mr Everyman now comes to put money onto his account so he logins in the normal way telling Skype how much credit he wants and his card number and Skype take his money, therefore Mr Everyman think all is now Ok, but what a shock he has when the next time he wants to make a Skypeout call to anywhere, because he finds his account has been blocked.
Now what you have to remember here is that Skype have entered into a contract with Mr Everybody to supply him with a Skypeout service by taking his money and this extra money put on by Mr. Everyman is shown on his account page, but then Skype decide to stop his Skypeout service after having taken his money, now to me that smells very much like fraud the very thing that Skype are accusing the customer of in the first place.
Why do they block his account and call it a possible fraud, because Mr. Everyman has made his credit purchase from a different IP address, remember he is in China, not his normal one. What right have Skype to call Mr Everyman a fraud, when they are doing exactly the same thing by taking his money for Skypeout credit, showing it on his account page then stopping HIS SERVICE.
Yes we all know that the internet is one of the biggest if not the biggest place where fraud takes place but why should Skype worry they have got their money and are laughing all the way to the bank. It is poor Mr Everyman that now has the biggest problem ever, either trying to get his account unblocked via customer services, which as we all no is a total joke or getting onto his credit/debit card company and asking for a charge back from Skype.
When will Skype learn that this is not the way to treat paying customers and this payment problem is not a new thing that has just happened, it has been going on for as long as you have had to pay to make calls to normal phones or mobiles, which must be more that 3 year now and instead of getting better it is getting worse. Many many people are so angered by the way that Skype is treating them that they are going to other paid services even if they might be a little more expensive, and good luck to then I say. Skype deserves to loose all the paying customers they have when they treat them the way they do.
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Thursday 10 January 2008, 5:52 PM
Skype's Robotic Customer Service
Is you sit down and read this article http://community.zdnet.co.uk/blog/0,1000000567,10007001o-2000498653b,00.htm very carefully I wonder if you will agree with me that Skype DOES NOT have any human Customer Service (CS).
I am more and more convinced that when Skype users send in a CS request they are actually sending it to a computer (and yes in fact they are) but that is as far as it get, it does not get touched by human hands. I am of the opinion that when you send in you CS request it is scanned by a computer which is looking for certain KEYWORDS, once it find those keyword it the delves into it’s data base of standard answers and send that back to you.
If the keyword you use are not in it’s data base then you will get sent back some random answer that has nothing in the world to do with your problem.
Now why do I have a very funny feeling my assumption is correct, because if you have read the article I suggested above (you might have to read it 2 or 3 times) you will see that it hits you right between the eyes that no human beings on this earth can be that stupid to answer the customers problem in the was it has been done. It is a know fact that what he wants to CANNOT be done and it is fully documented here https://developer.skype.com/jira/browse/SCW-449 which is Skype’s own development and bug reporting site and has been reported there since 25-06-2007.
I am sure you will agree that any human CS person with an ounce of intelligence having already been told buy the custom that there is already a “Jira” report on it would at least have the sense to go and look at this report, then report back to the customer that “sorry we know of your problem and are working on it at this time” but no, the poor old customer get the standard reply back of how to reinstall Skype.
If I have not convinced you that CS is totally run by PC with no human interaction then I have failed to make my point but, on the other hand if there is a human interface between the PC and customer and they all act in the same fashion as they did in the above post then nobody stands any chance of getting the problem fixed other then in the Skype Forum.
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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.
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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.............
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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..............
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