I ordered the Philips VOIP8411B phone with an extra handset from the Skype shop last week.

I have received one Philips VOIP8411B phone but unfortunately, I have not received the extra handset or my 6 months voucher to skype pro and the amount stated on the invoice was incorrect.

The money has already been taken from my credit card

I have tried to contact the Skype shop via their online forms, but I have failed to receive any replies. Is anyone aware of a contact phone number for the Skype shop or other method of contacting their customer services?


VOIP8411B/05 Philips VOIP8411B & Extra Hands 1
6PRO Voucher: 6 Months Skype Pro 1

Order Date: Sep 19, 2007 7:40:43 AM

Can you please post your Skype username as well? It will be needed for any moderator willing to follow this up.

Hi !
I have the same experience with Skype Shop.
I have now reported my matter to the Police.
I look forward to hear from you.
Best regards
Kristoffer Sturesson
kristoffer@chrismark.se

Have you submitted a support request here? Please keep in mind that it might take up to 4 business days to get a reply from Skype support. If you don't get one by then, post again here, stating your username and date you filed the support ticket.

Hello.

I have exactry the same problem as deeja.

I ordered Philips 841 with extra handset: however, I have received only one handset (it was ordered on 27th September 2007).

My 6months skype voucher has not been issued or arrived yet.

The amount of money taken from the account was £138.58 which is wrong and it was supposed to be £129.00.
(http://accessories.skype.com:80/servlet/ControllerServlet?Action=DisplayPage&Env=BASE&Locale=en_GB&SiteID=skypeeu&id=ProductDetailsPage&productID=78946900)

I have already written some enquiries through the support request page but no reply yet at all.

Could anyone know a contact number to solve this issue please?

There is no direct contact number. Support is only via Customer Support page. Which date did you submit your support ticket? Please allow 4 business days to receive a reply from Skype support. If you don't get one by then, post again here.

The bigger amount you mention probably includes some shipping charges, depending on your location. For example see here.

Dear All,

I am very sorry to hear about your problems with your Philips orders. I will sort this out for you, please bear with me.

Apologies once again and thank you for your patience.
Kind regards,

Simon

Exactly the same problem for us, except we did get a reply when enquiring after two weeks why nothing had been shipped. A week later we then got the single handset as described.

Reply from Skype:



Thanks,
Thorstein

Exact problem here, except instead of getting the additional handset later I got the following reply:



I got a partial refund (so far), which means I paid £135 for a single handset which is available on the website for £99

Hi


It's been a month I ordered the phone - and the extra handset is not here still.

The delivery date is not confirmed yet, or even, I don't know if I can actually get one.
I am concerned about the refund policy which I asked via email but Skype UK CS did not answer my questions.

I am sorry to say but this is very poor service I have ever received.

Has anybody receive the extra handset?

Hi Everyone

After more than one month and having the full cost of a Philips VOIP841 with additional handset taken from my credit card account, I am still waiting for the additional handset to be delivered. I have had a few e-mails from the Skype team saying that it is on its way but it never comes. The best response I seem to get is that the additional handset is not available. A little detective work, however, has turned one up... in the Skype shop retailing at £49.99. The link below leads to it.

http://accessories.skype.com:80/servlet/Co...ductID=81934400

Could anyone suggest why Skype are unabe to supply me with the hand set that they have ILLEGALLY taken the money for, claiming that there is no supply but making it available at the shop?

Antony Hatfield

I have had exactly the same problem. The response time from the shop is absolutely rubbish and when you do get a reply they are very vague [example below]
------------------
Dear Antony,


Thank you for contacting the Skype Shop.

We apologize for the inconvenience this issue has caused. Unfortunately,
the additional hand set that you ordered is still on backorder. Although
we do not have an estimated arrival date, we are working to obtain more
stock as soon as possible.

As soon as we receive your product it will be promptly shipped and you
will receive a confirmation email at the address you supplied on your
order. Rest assured that we will not charge your card until the product
ships. Your patience is greatly appreciated.

Unfortunately, we are unable to assist you with the free Skype Pro issue
at the online store.
Please contact Skype for assistance with your request.
Customer Support may be contacted at:
support@skype.com

Your credit card has been charged with the amount of GBP138.53. Please
disregard the invoice you received from our warehouse. Due to technical
issues the warehouse sends invoices that are not correct.

If you have any further questions or concerns, please reply to this
e-mail.


Sincerely,

Dorota K.
Skype Shop
Customer Service
uk.accessories@skype.net
http://accessories.skype.com/countrySelect
Case ID: 3452981
-----------------------

I ordered these handsets on the 2nd October. Since this email I have now had the order for the extra handset cancelled with no reason given. WTF is going on.

It's not very reassuring to hear that so many others have been having the same frustrating problem with their orders.

On 29th September I ordered the Philips VOIP841 package which was advertised as including an extra handset and 6 months Skype Pro voucher.

I received delivery of just one handset and the base station on 12th October and promptly emailed customer services to enquire about the missing handset and voucher.

I got an apologetic response email on the 17th October stating that the handset would be dispatched as soon as possible. The email kindly included my Skype Pro code.

On 26th October I received a contradictory and seemingly automated email stating that the order for the extra handset had been cancelled "at your request or at the request of the fulfiller and/or manufacturer". At this point I was still expecting delivery and had definitely NOT cancelled the order. I sent another email to customer services requesting clarification of the situation. Here's the response I got on 7th November:

-----------

Dear James,

Thank you for contacting the Skype Shop.

We apologise for any inconvenience caused. The Additional handset part
of the order was cancelled as we no longer hold these in stock. It was a
free product and no money was taken for this product.

To retrieve your free skype pro voucher click on the link below.

https://secure.skype.com/store/voucher/redeem.html

The product key number is: ****************

Sincerely,

Karin C.
Skype Shop
Customer Service
uk.accessories@skype.net
http://accessories.skype.com/countrySelect
Case ID: *******

-----------

Now, I'm not sure how Skype do their math, but I calculate that the £133.76 charged to my credit card minus the price of the single handset package I received (currently advertised at £99) is exactly £34.76. How then is the additional handset "free" and how does charging me almost £35 equate to "no money" being "taken for this product"? I paid for the product as advertised so I'm well within my rights to expect what I ordered.

In the UK, the Sale of Goods Act 1979 says that goods should be:

As described - goods should correspond with any description applied to them.

And:

If the seller is in business, he may have committed a criminal offence if he has given a false description to the goods

Excerpts from http://www.tradingstandards.gov.uk

-----------

I hope that Skype do the decent thing and honour the agreement that the have entered into by accepting our money.

Had the same email and questioned them about their maths, got the following email on the 26th.

Dear Andrew,

Thank you for contacting the Skype Shop.

We apologize for any inconvenience caused. We are looking into this
issue. I will let you know as soon as we get to solve this issue.

If you have any further questions or concerns, please reply to this
e-mail.

Sincerely,
Dorota K.
Skype Shop
Customer Service
uk.accessories@skype.net
http://accessories.skype.com/countrySelect


Still not heard anything back since. This is getting ridiculous.

Hello - When we re-launched our European web stores 2 months ago there was an issue with the way the Philips VOIP841 Extra Handset was setup that resulted in folks like yourselves not receiving the handsets. In some cases, the only way we were able to rectify the situation was to actually cancel some orders. Everything is functioning properly at this point and we've done our best to reach out to customers that were affected to sort out their situations individually. If your situation still needs sorting out and you haven't been contacted, please contact store customer support at uk.accessories@skype.net. Please provide them with your order number and explain as best you can your situation.

We're very sorry this happened and can completely understand how frustrating it can be to not receive a product, or have an order canceled unexpectedly.

Finally, one or two of you have mentioned the charges on your invoices being more than the product itself. There was another issue with prices on the invoices not accurately reflecting the product price. Please be aware that this was an issue with the invoices only and you should have actually been charged the correct price.

We're very sorry that, for some of you, this compounded your frustrations.

We're nearly done working out the kinks with our new web stores launch and hope you'll return in the future for a better experience.

I'm in the same boat. My order for a voip 841 with additional handset was on the 1st October.

Having spent the past four weeks trying to get meaningful contact with Skype (including a moderator trying hard to assist) I've now asked my credit card company to withold any payment.

My experience is that Skype respond to one in two 'tickets' sent to them and about one in three emails.

Where there is a response even the non 'auto generated' Email responses appear to be auto generated because they don't seem to address the point.

Whilst I resent the amount of wasted time I have had to spend on this, my main concern is that prospective Skype customers should be made aware how difficult it appears to be to get simple matters resolved via so called 'customer support'.

I think many might be surprised to hear that there is no 'phone number to call and that even if there is a reply to an email to 'support', it is unlikely to be until the following week.


Henry W Moore

Hi Henry,

My sincere apologies for the trouble you've had resolving this issue. I've sent you a PM please respond when you get a chance.

Kind regards,

Simon

Simon,

Thank you for your sincere apolgies for the trouble I've had trying (and so far failing) to resolve this issue.

Just for the benefit of other users to this forum I can confirm I received your 'PM'. As you know, you said you were sorry that I'd wasted so much time, asked if I had a number you could call to apologise in person - and said you were following up my complaint yourself that morning and would email again by the end of the day.

I just want a resolution - be nice if we could acheive that before several more weeks have elased - so I did not respond to your kind offer of a personal apology but awaited the email by the 'end of the day' - after you had time to follow up my complaint.

Nothing further heard on Monday, it's now Wednesday without any subsequent email. Bearing in mind the normal 'customer support' response time seems to be about a week (although not all emails seem to be responded to and that such resonses in my case have neen pretty meaningless ) - a delay of several more days is perhaps to be expected.

For my part, I've pursued repayment via my credit card company. I would have thought that anyone else in a similar position to me should do likewise - rather than wasting the weeks I have giving Skype 'customer support' the benefit of the doubt that they might eventually respond in some sort of acceptable way.


Henry W Moore

Hi Henry,

I'm afraid you've got me on that one. I did say i'd email you by the end of the day and i didn't. I'm truly sorry about that. However, please don't take that to mean that i haven't been doing anything to resolve your complaint in the background. I have been working with Customer Service on your and other complaints relating to this issue that have come through.

I'm going to PM you again in the next few minutes with an update on your complaint.

Kind regards,

Simon

I understand yoy feel frustrated. same issue here...

I have purchased a Philips VOIP 841 with a 6 month voucher to Skype Pro. I received the phone but
I have not been upgraded to Skype Pro. Furthermore, the phone is defect so I have contacted custommer support in order to return the product for a replacement. But there has been no response from their staff.

In another word: I'm sitting with a useless phone and vasted €161

So please consider their lack of customer support before you purchase any hardware from the Skype shop.

Regards
JSFDK

JSFDK,
Have you contacted here ? http://accessories.skype.com/servlet/Contr...teID=skypeeu#q2

Hi

Now then, it's December 5th.

Has anybody received additional handsets?
I haven't.

It's very sad, isn't it?
Does this mean that we just receive auto-massage and have to forget about it?

It may not be a big deal for Skype to deal with individuals' minor problem but there people who are seriously unhappy about the issue.

Can you identify your problem so we can offer advice/assistance?
If you have filed a support ticket please include the date and your username.
Thank you.

On January 10, 2008 I bought the Philips 841 + Extra handset. The phone was delivered on January 16 but NOT the extra handset.
I have been sending daily e-mails to the Customer Service with no response.
My credit card has fully charged.

See order below:

Could someone from Skype Shop help us in this recurring problem.
It is ashame that this is happening.
Waiting for help.

Date de la commande : 10.01.2008
Numéro de commande : 6434014400 Adresse de facturation :

Qté Nom du produit Prix unitaire Prix total par article
1 Philips 841 + Extra Handset

Commande emballée
260.00CHF 260.00CHF
1 2hr Skype Out

Commande emballée
3.00CHF 0.00CHF
Sous-total 260.00CHF
Taxe 0.00CHF
Total 290.40CHF

Hi Laercio,
Very sorry to hear of your trouble! I have reported this to the relevant people in Skype this morning so hopefully this will help get this resolved swiftly.
My apologies.
Simon

I'm getting the same problem with my cominication with skype..... i ordered the us robotics phone on 1st january then i sat back and waited for my delivery..... but as i can't use my skype until it comes i contacted them to see when it would be here and 2 days later they replied saying

Thank you for contacting the Skype Shop. We’re sorry, the product that you ordered is on backorder. Although we do not have an estimated arrival date, we are working to obtain more stock. As soon as we receive the product it will be shipped and you willreceive a confirmation email at the address you supplied on your order. Rest assured that we will not charge your card until the product ships.

This is the first i knew it was on back order.

So i contacted them again asking them to cancel my order but suprise....... They haven't and I need to go and buy one from a decent shop because all this time i'm paying for skype pro and i can't use it.

As a company that prides itself on comunication it turns out they don't even know how to use e-mail

Dear Simon,

Thanks for your note. I have not received the extra handset I had paid for.
I think Skype is been absolutely irresponsible of its customer and breaking the law. The money had been taken from my credit card, however product had not been delivered.
Could you please help to get this resolved?
My best regards,

Laercio

About 2 weeks ago I ordered an 841 +1 (the 2 handset version) from skype shop.
It was dispatch imediately and I had it all working fine within a few days. Only hitch was UPS arriving when no one was int so had to get re-delivered to office which took a couple days - but that was not Skype's fault

I investigated a number of other suppliers - Amazon, Ligo, John Lewis and others - none were offereing the twin handset version and some were charging more.

Overall I can offer reassurance of delivery (at least for me in Cambridge UK) and recomend this as an excellent product
However my voucher for 120 minutes and voicemail included in the box did not work

Did you enter the voucher codes here?

If you still have a problem on this matter please submit a support request here. Keep in mind that it takes a minimum of 4 business days to get a reply from Skype Support. If you don’t get one by then, post again here, stating your username and date you filed the support ticket.

I have the same problem!!

only one handest deliverd and no reply to emails!

I got this from skype and not from ebay thinking this would be a better service ie, getting from skype.

this is a verry poor service and by the looks of it it has not been solved!

WHY SAY SOMETHING IS IN STOCK WHEN ITS CLEARY NOT!!!!!!!

this dosnt give a good view of skype!

hmmmmmm..............

For Skype Shop problems, please PM (Private Message) me with your username, the date you sent a Support Ticket, purchase details and a summary of the problem.

Ike

WOW. I am currently online and about to purchase a skype wifi phone for my home. Then for some reson i decided to search to find out what kind of delivery times are offered through Skype Shop. That is how i stubled onto this thread and I am glad i did. I think i wil save myself the head ackes of this level of customers service that seems to have not changed a bit in the last few years. I wil buy my product from a reputable seller.