Skype support and dead parrot sketches
We as an industry have a lot to answer for. One thing is the level of support provided for users. Here’s the conversation I’m having with Skype right now. It feels like being in a Monty Python skit. I was really hoping that when Microsoft purchased Skype that things might improve.
8:33:44 PM greglow
Initial Question/Comment: Subscriptions (Unlimited Country, Unlimited Europe, Unlimited Region, Unlimited World)
8:33:44 PM System
Thank you for contacting Skype Customer Support!
8:33:49 PM System
Donna Faye has joined this session!
8:33:50 PM System
Connected with Donna Faye
8:33:50 PM System
Thank you for contacting Skype Customer Support!
8:33:54 PM System
Please hold for the next available Live Support Agent.
8:33:59 PM Donna Faye
Hello! Welcome to Skype Live Support! My name is Donna L. How may I help you?
8:34:09 PM greglow
I’ve got a subscription (skypename greglow)
8:34:21 PM greglow
It’s set to auto-renew
8:34:45 PM greglow
Why have I been getting messages about my Skype number expiring, if it’s set to renew automatically
8:34:54 PM greglow
and has recently renewed automatically
8:35:09 PM Donna Faye
Thank you for the information.
8:35:29 PM Donna Faye
To better assist you may I know your Skype name, please?
8:35:37 PM greglow
greglow
8:35:44 PM Donna Faye
Thank you.
8:36:14 PM Donna Faye
I understand your concern that you receive an email notification stating that your calling subscription will about to expire. Am I right?
8:36:43 PM greglow
No, I got an email telling me that one of my Skype numbers was going to expire
8:37:08 PM greglow
When I went to the website, it said it was part of the subscription and the subscription was set to auto-renew
8:37:18 PM greglow
The subscription auto-renewed on Oct XXth
8:37:24 PM greglow
But the number still expired
8:37:43 PM greglow
When I logged on today, it said that the number had expired and that I had 52 days left to reactivate it
8:37:58 PM greglow
I did that but am trying to understand why that happens at all
8:38:36 PM greglow
Why do you expire numbers that are part of auto-renewing subscriptions?
8:39:49 PM Donna Faye
Upon checking your account, your calling subscription link to three Online Numbers.
8:39:55 PM greglow
correct
8:40:10 PM greglow
but until an hour or so ago, one of them had expired. why?
8:40:54 PM Donna Faye
Let me explain to you that now Online Number are detach to a calling subscription unlike before it was attach to the calling subscription so therefore each Online Number will recur individually.
8:41:29 PM Donna Faye
Upon checking your account it shows that all your Online Number will expire on October XX, 2013
8:41:44 PM Donna Faye
If you don’t want to be charged again for you can cancel it anytime.
8:41:59 PM greglow
I have set it to charge automatically
8:42:06 PM greglow
so why do the numbers expire?
8:42:32 PM Donna Faye
No they are not expired they are all active.
8:42:33 PM greglow
if there is an automatic payment set up, why does anything expire?
8:42:52 PM greglow
yes, but one of them was expired, and I only fixed it a few hours ago
8:43:07 PM greglow
I’m trying to understand why it expired
8:44:54 PM Donna Faye
The email you got just notify you that you should have good enough funding source of your calling subscription and Online Number in order for this to recur.
8:45:12 PM greglow
Agreed. I did that but the number still expired. Why?
8:45:38 PM Donna Faye
However do not worry on this hence all Online Number are active and not expired.
8:45:41 PM greglow
When I logged on today it said that the number had expired and that I had 52 days left to reactivate it. Why did that happen?
8:46:14 PM Donna Faye
May I know the Online Number you are pertaining, please?
The number that had expired was (07) XXXX XXXX (Australia)
8:49:19 PM Donna Faye
Okay, do not worry on this Online Number because this will expire on October XX, 2013.
8:49:38 PM Donna Faye
Thank you for all the information.
8:49:46 PM greglow
I understand that it won’t expire now until next year. I’m trying to understand why it stopped working this time
8:49:51 PM greglow
so I can avoid that next time
8:50:39 PM Donna Faye
What do yo stop working, you mean that Online Number is unable to be reach out?
8:50:59 PM Donna Faye
*what do you mean by stop working
8:51:18 PM greglow
The Skype number +61 7 XXXX XXXX stopped working because it expired
8:51:32 PM Donna Faye
No, this into expired.
8:51:34 PM greglow
I’m trying to understand why it expired
8:51:50 PM greglow
Sorry I don’t follow “this into expired”
8:52:39 PM Donna Faye
Let me inform you that this Online Number is not expired.
8:52:54 PM Donna Faye
Please disregard the notification you see on your Skype account.
8:53:02 PM greglow
Sorry, this is getting very frustrating. I already told you I fixed it today. I want to know why it happened.
8:53:20 PM Donna Faye
Hence I can rest assured you that this is active until October XX, 2013.
8:53:21 PM greglow
So I can avoid it happening again, on this account, or on our other accounts
8:53:34 PM greglow
Can I speak to someone who really understands this please?
Donna Faye
Skype send a notification to Skype users for their Skype product in order for them to be aware the expiration of your product however your Online Number still active on your account hence when your calling subscription Unlimited World recur your Online Number also recur.
8:57:59 PM Donna Faye
I do apologize for this matter, please allow me to resolve this issue for you.
9:02:48 PM greglow
My question is still the same: if it’s set to auto-pay, why did it expire?
9:03:50 PM greglow
Why did it stop working? Why did I have to “reactivate” it?
9:04:08 PM greglow
Why didn’t it just keep working if it’s set to auto-pay?
9:04:30 PM greglow
This isn’t a difficult concept
9:04:34 PM Donna Faye
Let me clarify to you that this is not the really expired what is emphasizing on this is when you don’t have good enough funding source when you calling subscription recur the Online Number will possibly expired but seem that you have a good funding source then this will continue until 2013.
9:05:10 PM greglow
When I logged on today, it was not working, and your website said it had expired and that I had 52 days left to reactivate it
9:05:17 PM greglow
Why?
and so on, and so on, and so on….
2012-11-21