I have been an avid and keen supporter of Skype for the last few years. I enjoyed using their software and was always encouraging others to use Skype as a means of communications.
It was only until I had to actually contact someone at Skype Support that I realaised that they have almost a non-existant support system. Only when I started looking around that I started to see many others who were being completely ignored by Skype.
What I would like to do is make others aware of how bad Skype treats their customers with the aim of getting their management attention at the completely wrong way of the way they work with their customers. Those same people who helped make Skype who they are today.
The problem I had with Skype is that due to an error on their part, a subscription of mine was cancelled and was told to resubscribe. I thought, OK that shouldn’t be a problem until I found out that part of the subscription is now extra and I have to pay for it. Naturally I thought this must be a mistake, surely a company like Skype would not resort to these tactics. Well I go to their site looking for answers but I can’t find any. Finally I get to the place where I can actually submit a support request – great!
I manage to submit a request describing the problem and asking them to rectify it. I get excited when I get the automated message telling me that a Skype representative will get back to me within 24 hours but in case they are really busy 48 hours. This was on the 7th of April.
I waited 24 hours, I waited 48 hours, no reply. I sent a second support request, this time I didn’t even get an automated response.
Surely this can’t be happening, this is Skype we are talking about.
A bit of searching gets to the Skype forum where I find an area that talks about problems, lots of problems. It was an eye opener reading about all those people with problems with support.
I decided to post on there in the hope that someone could help. That was on the 10th of May.
You can read the entire thread at http://forum.skype.com/index.php?showtopic=319901
During that time, someone tried to help, gave me some hope but then stopped responding. In the end I decided to request a refund, that was on the 2nd of May. On the 13th of May I finally got my money back.
Despite getting my money back, this attitude is not acceptable and Skype must be responsible for their actions and treat their customers decently.
If you have any similar experiences, please post them here and lets make as many as possible aware of this poor service.