Dear Skype CEO Josh Silverman,

Why is so difficult to contact Skype support?

Skype support is the worst support than I already contacted.

It's not easy to contact Skype support through webpage.

Skype support does not have an e-mail.

Skype support does not have a phone number.

Skype support does not have a skype number.

Skype support does not have a chat online.

I live in Salvador (Brazil). I use Skype to contact my friends who have Skype in their computers.

Next september, I will travel outside my country, and I would like to use Skype to make and receive phone calls.

I have some questions about Skype, and I can't found all the answers in the Skype help webpage.

I sent 4 times in 15 days the same message to the skype support in portuguese. I still didn't receive any message from portuguese support.

So I translate this message to english, and sent 3 times to the english support, and again I still didn't receive any message from english support.

It's unbelievable that we need to send questions through the Skype forum, blog and journal, because the skype support does not work! And, I'm surprise with a lot of messages in the forum about the difficulty to contact Skype support.

If you search in this forum, you can find several messages and posts about the big problem to contact Skype support, mostly about withdrawn, credits and difficulties to use Skype.

Look at your Skype Blog: http://share.skype.com/sites/en/2008/07/un..._and_skype.html

Why Skype support only has this way to contact ( http://support.skype.com )?

Why Skype support does not have an e-mail?

Why Skype support does not have a phone number?

Why Skype support does not have a skype number?

Why Skype support does not have a chat online?

Why is so difficult to contact and receive an personal answer and not a generic answer from Skype support?

As a global company, why Skype does not have representative offices in some countries around the world?

I wish you can change this!

Regards,

Uxio
Email - xxxxx
Skype - uxio69

PS: I know that my english is not very good, and excuse me for some english mistakes, but I think you can understand my message. Thanks!

Personal e-mail address removed for security/privacy.
Norman Musgrave.

I gotta agree with the guy, I pay for skype pro as well as skype in and out. I have had terrible connections with call drop outs, interference, the fact that the other person cannot here my voice and a consistent echo. I have swapped out my equipment and yet it still happens.

I have tried soo many times over the last six months to get this matter resolved but skype cannot even be bothered to answer a customer in need.

Its pathetic

DITTO, from what I can tell, there is no support at Skype. I wanted to take advantage of an offer for 50% of phone number in combination with a Subscription. I looked and looked, I found people on the forum that were having similar problems. You know you have a problem when people can't figure out how to spend money on your site.

Skype has the absolutely terrible customer service. two customer support mails since one month and till date no resolution. They should set up customer support escalation links to resolve issues more faster

I AGREE here, if you're taking people's money then you need to give support.

Without giving live support it makes one wonder about the business ethics going on here, especially since this is suppose to be a free/cheap service, but obviously not free and cheap enough for the company to use their own service to offer live support?

I don't know about the rest of you out there, but that is one hell of a lame business model going on here, 'Free & Cheap For Everyone, But Not Free Enough or Cheap Enough For Us To Give You Support'

Whoever is running this company really needs to reconsider their strategy, because if you can't see the stupidity here, then this company doesn't deserve to exist, because if it's good enough for the world to use, and tell us about it, then it's good enough for you to use, and SWALLOW your own words and use your own service and put some phone lines up for support...

...

I live in Salvador (Brazil). I use Skype to contact my friends who have Skype in their computers.

Next september, I will travel outside my country, and I would like to use Skype to make and receive phone calls.

...

So whilst you have not actually paid anything to Skype you are expecting support? Or perhaps I have misunderstood?

Skype's business model is created on the basis of lowest possible operational costs. A result of that model is that millions people get free access to a highly effective piece of telecommunications software.

Let's try some figures here. Let's assume that each user has one query per year. Assume also that it takes an average of 20 minutes to deal with that query. The cost to Skype of handling that query would be in the region of US$10

Would you be willing to pay a service support fee of say $15 a year in order for Skype to provide a support service phone numbers?

I'm having issues trying to get anyone at Skype to respond to my requests for support. I've submitted two tickets, the first one I waited TWO WHOLE WEEKS before getting a automated response saying that they are overwhelmed with requests and I need to resubmit. The second response has been 5 days now and still waiting for a response.

Also, I have paid money for their services. I've actually paid for an 1 year online number which I now want a refund on because I have Skype subscriptions which come with free numbers so I dont want the old one anymore. And this is something I need THEM to fix and I cant do anything about myself.

So what is going on here?

I find it very difficult not being able to contact a person or have an email address to contact for support. Waiting 24 to 48 hours to find out why any one who calls me receives a message, "you have reached an non working number". I am trying to conduct a business and it doesnt look good for me or for SKYPE when I tell my customers that I am having problems contacting SKYPE.
Andee Goldman

I've been with Skype for many years (in fact very early when it started), and I've never known support to be as bad as this.

I mean, to take 2-4 weeks to reply to a simple support question is not good enough.

The simple answer is when we all start leaving and going to a decent VOIP service, Skype will wake up and sort it out (although too late for most of us here now).

HEY I FEEL YOUR PAIN , SOMEONE HACKED INTO SKYPE AND CHANGED MY PASSWORD , FOR 13 DAYS I HAVE NOT BEEN ABLE TO USE SKYPE , ''MY COMPUTER WAS TURNED OFF WHEN IT HAPPENED . AND CUSTOMER SUPPORT WHAT A JOKE ''THERE IS NONE
ZR11991

As a native English speaker, I am also appalled at the quality of support. The Skype website appears to be totally broken under Firefox 2: I can't log in to my account, because even immediately after changing my password I get "wrong password" errors. I can't file a support ticket because the scripting on the support ticket page is so broken that it won't let me fill in one of the required fields (the body of the message, in fact).

I have been unable to use Skype to call in to work teleconferences (the main reason I paid for SkypeOut) for several months now, and have received no reply or even acknowledgement of the problem reports.

If I knew of any competition, Skype would permanently lose my business. I think it's time to start looking for a competitor.

everyone here complains about the same thing , myself included,
my question is whay isn't skype listening

I find it very difficult not being able to contact a person or have an email address to contact for support. Waiting 24 to 48 hours to find out why any one who calls me receives a message, "you have reached an non working number". I am trying to conduct a business and it doesnt look good for me or for SKYPE when I tell my customers that I am having problems contacting SKYPE.
Andee Goldman

I agree with the above post. My company and our partners use Skype daily around the world to keep in touch. I general I was and still am a very happy user of Skype. I find their fees very reasonable and would be willing to pay more if it meant that they actually had good support. I have had a simple Skype Out issue that has been open for nearly two weeks now. I reply to the semi-automated reply with the requested information and all I get back is the same reply. I have raised new support requests (referencing the same support ticket #) and all I get is the same reply. Does someone at Skype actually read the requests? I suspect they have some sort of scanner that looks for key words and then fires off a standard form request. This is very frustrating as I am overseas and cannot use Skype Out. Using a conventional cell phone is VERY expensive.

There is no escalation method, even for extra money. Why???

This post has been edited by harrylj: Wed Aug 13 2008, 15:25

I agree with the above post. My company and our partners use Skype daily around the world to keep in touch. I general I was and still am a very happy user of Skype. I find their fees very reasonable and would be willing to pay more if it meant that they actually had good support. I have had a simple Skype Out issue that has been open for nearly two weeks now. I reply to the semi-automated reply with the requested information and all I get back is the same reply. I have raised new support requests (referencing the same support ticket #) and all I get is the same reply. Does someone at Skype actually read the requests? I suspect they have some sort of scanner that looks for key words and then fires off a standard form request. This is very frustrating as I am overseas and cannot use Skype Out. Using a conventional cell phone is VERY expensive.

There is no escalation method, even for extra money. Why???

Skype has the absolutely worst customer service. I've sent several customer support mails since one week and till date no resolution. I've replied to the partial automated reply with requested info then nothing. Tried sending new Support requests and posting in here. nothing.

Also, I have paid money for their services. I've actually paid for an 1 year online number & having several problems that I need THEM to help fix. I got this for business and was gonna use it for personal but unlikely since can't ever get any help on the run around. Seems all their interested in is your money the first time around.

AMEN .I agree with you 100 percent my account has been blocked for 15 days , I had to start a new account just to post here , and if skype doesn't have customer support , which they don't . i dought if anyone from skype takes the time to visit this form .
zr11991
ps what service do you have now

I agree with all of the above. Here's another example:
I just purchased a Plantronics headphone advertised on the Skype shop for 24.99 euros TTC, half price delivery and 5 hours free Skype-out.
The price increased to 26.21 with VAT, delivery was full price (6.25), and only one hour arrived by DHL.
Impossible to get customer service to reply to my several requests.
I guess the bottom line is profit at any cost, with zero service.

I feel really stupid..... I just recently went for a job interview and gave the guys my skype in number for my contact.... only problem is skype decided to kick me off the network three days ago.... lucky I rang them back.

anyhow, i was just wondering if i had been a company relying on skype i would probably be thinking about suing... not that i am... i just feel let down, no support nothing.... but i have relised one thing though, if i go outside and hit two sticks together and yell at my dog i'm still getting better customer support than you will ever offer... sorry i know its my fault i should never of payed for a skype in number using my credit card three or four months ago. funny though the money went out of my account, i wonder if this is fraud.

Whatever

Terence Thompson



Is this a sign that skype is about to go under? If so I want my money back now

It's now 20 days they still haven't unblocked my account, zr11991

Stupid support.skype.com

Nothing useful can i get there.

I think that I am having the same problem

I purchased an online number over a month ago and it has never been activated. I have asked tech support for help 7 times already and they keep sending the same reply to mess with the preferences which I have done. Still not able to receive calls on my online number, just a message that says that the number is not in service. Let me know if anyone has any suggestions.

Tony