UNKNOWN -- Skype was great when it was free. I made the mistake of investing in the company. I paid an annual rate up front just this month on January 6, 2008. All was well and good, I averaged about 240 minutes a day on what they described should be included in the premium annual rate.
On January 22, 2008 I started getting a per charge fee. I learned - they don't have a CUSTOMER SERVICE PHONE# or LIVE ASSISTANCE. I had to send a support email. On January 23, 2008 I paid an additional fee to give them an opportunity to resolve the billing issue. I got a response stating the problem had been resolved and asking me to email back if I had any additional problems.
The problem was not resolved and I email daily for 2 days with no response when I found a support forum. Now the moderators refuse to say if they are SKYPE employees or SKYPE volunteers. These folks allegedly have some pull with Skype and have an official looking logo as a MODERATOR. This allows the public to believe they can get answers.
Now this billing problem is system wide. There are a growing number of complaints daily. The moderators dodge all the questions and ask the same clarifying questions over and over, in the forums and many times it appears as if they are intentionally inciting PAYING CUSTOMERS. This got me angry. I hate being treated like I'm stupid by some pretentious ass and this makes me want to fight back not only for the fraud committed on my contract, but the fraud they are committing against folks who are being overbilled (in some cases by hundreds) and for the poor folks who just don't have the money for alternative phone services.
So this UK based firm is blatantly using fraud collecting American dollars, promising a service, and not only failing to honor their end of the contract, but in some cases where folks made the mistake of trusting them by enrolling in the "auto-refill program" for prepaid premium calls - they are being billed for calls under the all inclusive plan. Also note, if you buy credits and don't use it all in 6 months, they steal the money and fail to provide the service. I've experienced a lot of subterfuge, lies, and unprofessionalism.
My prediction is that SKYPE crossed a line and this will go class action, especially since they were bought out by eBay/PayPal. There's a lot of bad blood in the on-line community and PayPal was already sued for stealing funds from business owners collecting payments through that system. This is just a further demonstration of the same lack of customer service and fraud that PayPal got slammed for a few years back. Same people - same illegal activities. You think they'd learn.
WINDSOR ONT -- Something happened to my Skype account. I contacted Skype to change primary account email address. After few emails we exchange to almost finalize my problem, they never set my new email. I send them several messages, I am very disappointed. I am using Skype for many years for my business. Looks like Skype it's a monkey business.
CHARLOTTE, NORTH CAROLINA -- I disputed with my credit card company. Several months later I received a letter from the credit card stating that Skype confirmed that I authorized the charge and I got charged again. I don't know what to do. I cannot speak to anyone because there is no phone number. Chats are impossible wait times. This is not a customer friendly company. It's one of the worst I've seen.
SAN ANTONIO, TEXAS -- I bought Skype credit trying to use it to make cheaper calls, but it never worked, the line was always busy. There is no one to talk to and the blogs don't help much on this issue. I don't like when they make things so complicated and there is no response. The worst part is they are ripping people off. Me included.
CHICAGO, ILLINOIS -- Very bad is not enough. No customer support, it is all a lie, a forum trying to keep people busy. I recommend to use the free service only, although privacy is an issue, as your calls may be monitored or recorded.
CALIFORNIA -- SKYPE failed to put WARNING or any link on its site... so click by error... NO REFUND. Tried 2+ hours to reach Customer Services, not a customer services - it is a joke. Policy, policy is all they said, but NEVER WARNING or LINK on the site. STOP RIPPING CONSUMERS. Thanks.
Because of an unspecified "technical glitch" my 12 month renewal fee was not applied properly to my online number and my phone service was cut off on September 21 in the middle of the busiest time for my seasonal ghost tour business. I was not notified in any way (except, of course that I continue to be billed, and to pay, for voicemail and call forwarding for the deactivated number) and I lost thousands of dollars worth of business when my customers couldn't reach me for a month.
Once I was told about the problem (by a friend who was trying to make reservations and called my cell number), I got the number reactivated and the erroneous applied funds refunded, but got no satisfaction on my losses or explanation of why I wasn't notified. I am furious and will continue to post negative comments in every possible venue until something is done.
After 180 days Skype disables your credits and they are no longer available to you, EVEN if you use their utility to restore the credits. If you try to get your money out, they use the fine print in the policy to inform you that you gave them permission to keep it. In my country, this is called theft. My policy is to rag on Skype whenever and wherever I get a chance. I wonder how they like me now...
Ugh. Skype's customer service is the worst of any company I've ever done business with. And if someone is about to chirp "free service," just hold on one second. I pay between $300 and $500 a month to run business telephony through Skype Manager. Maybe the product should work?
Don't even bother with their live chat. It's just poorly trained Filipinos selecting canned responses from a list. Most of the time they aren't even listening to you. Can I speak to a manager? Nope. After you waste an hour or two (because their response time is so slow and they are so stupid) on the chat they want to shuffle you over to their email "support."
Email support is the same crummy waste of time extended over days or weeks. I almost forgot that a save button is grayed out and not functioning until I get an email response from Skype a week later instructing that does nothing to solve the problem. I could go on forever about the problems with Skype Manager. If the company had any sense they'd take opinions of heavy Skype users into account or at least offer semi-intelligent customer support. Hopefully Google or someone else will develop a platform not so riddled with bugs, and I'll be able to get away from Skype forever.