I’m So Bored of Skype

I’m so tired of Skype. How can any company be so bad when here I am trying to give them money?

I made a payment using PayPal to Skype to reinstate my expired SkypeIn phone number. PayPal made the payment then instantly reversed it – refunding me. PayPal told me that this was because there was no balance on my PayPal account… they needed to transfer money from my bank and it would then be paid to Skype.

I’ve never seen this problem with PayPal before. I called PayPal yesterday and they assured me that I don’t need to do anything – Skype will take the payment soon. I have been waiting 5 days for this payment to take place now. It’s absolutely ridiculous.

I contacted Skype today to ask what is going on with the payment from PayPal and what did they tell me to do? Use Internet Explorer and clear my browser cache?

What is this all about? Is Microsoft so wealthy that they don’t want customers to pay for any services?

I’ve absolutely had it with Skype now – that’s really it. I’m so bored chasing them for support when I am not even complaining – I am trying to buy a service. If Skype does not respond to this blog in the next day day or so offering to just fix this situation then I’m sorting myself a new VoIP provider. This is just a ridiculous situation.

Take a look at my transcript with Skype support today. After asking for help they just cut me off.

HELLO SKYPE – I’M TRYING TO PAY YOU! IS THIS HOW YOU TREAT CUSTOMERS?

info: at 8:58:39

Please wait for an agent to respond. You are currently ‘1’ in the queue.

info: at 9:00:39

All agents are currently assisting others. Thank you for your patience. An agent will be with you shortly. You are currently ‘1’ in the queue.

info: at 9:02:39

All agents are currently assisting others. Thank you for your patience. An agent will be with you shortly. You are currently ‘1’ in the queue.

info: at 9:04:39

All agents are currently assisting others. Thank you for your patience. An agent will be with you shortly. You are currently ‘1’ in the queue.

info: at 9:05:52

Privacy Statement
You are now chatting with ‘Herbert P’.

Herbert P: at 9:05:58

Hello! My name is Herbert.

Herbert P: at 9:05:58

Welcome to Skype Customer Service. If for some reason we get disconnected, please click on this chat support link:https://support.skype.com/support_selection and you’ll be reconnected in few seconds with our Skype Customer service.

Herbert P: at 9:05:58

With that being said, how can I help you today?

Mark: at 9:06:01

Hi

Mark: at 9:06:05

My Skype number expired

Herbert P: at 9:06:13

I see.

Mark: at 9:06:15

I tried to reinstate the number by paying with PayPal

Mark: at 9:06:21

There was a payment

Mark: at 9:06:28

then PayPal instantly refunded Skype

Herbert P: at 9:06:30

Alright.

Herbert P: at 9:06:35

I’ll be more than willing to assist you with your concern and have your account checked for you.

Herbert P: at 9:06:40

To start with, can I have your Skype name and your first name for me to address you correctly.

Mark: at 9:06:47

They said that they need to transfer the cash from my bank account – then make the payment to Skype

Mark: at 9:06:58

So I asked PayPal about this

Mark: at 9:07:03

they said I don’t need to do anything

Mark: at 9:07:08

Skype will automatically take the payment

Herbert P: at 9:07:10

I see.

Mark: at 9:07:13

But I want to check with you

Mark: at 9:07:22

are you planning to take it because I want to get my number working again

Mark: at 9:07:56

You have all my details – I had to login to get support – why do support lines ask for details all over again?

Herbert P: at 9:08:36

Please give me your Skype name.

Mark: at 9:09:02

hillary.mark

Mark: at 9:09:07

Why do I need to login to get support?

Herbert P: at 9:09:10

Thank you!

Mark: at 9:09:14

if the first thing you ask for is my skype name?

Herbert P: at 9:09:18

Let me pull up your account.

Herbert P: at 9:12:08

Skype is committed to respecting your privacy, security, and the confidentiality of your personal data. Thus, this verification process is one of the measures we have to safeguard your interest.

Herbert P: at 9:12:09

For security purposes, we will be sending a code to the email address linked to your account. Once you receive it, please send it (back) to me here in chat.

Mark: at 9:12:53

OK, I’m waiting

Herbert P: at 9:13:02

Sent it.

Mark: at 9:14:23

16200239

Herbert P: at 9:15:01

Thank you!

Herbert P: at 9:15:46

Let me verify your account. J I am already pulling up your account details. I will just need a minute to check them and then we can proceed.

Herbert P: at 9:19:48

Thank you for patiently waiting.

Herbert P: at 9:20:27

Have you tried clearing your browsers cache and cookies?

Herbert P: at 9:20:40

Alright please use Internet Explorere.

Herbert P: at 9:20:46

*explorer

Mark: at 9:21:47

Um, seriously?

Mark: at 9:21:49

Clear the cache?

Mark: at 9:21:53

I have talked to PayPal

Mark: at 9:21:56

I said that to you

Mark: at 9:22:08

I made the payment to Skype

Mark: at 9:22:30

PayPal made an immediate refund and initiated the transfer from my bank account to PayPal

Mark: at 9:22:55

I need Skype to try taking the payment again – PayPal says this should be automatic but I have been waiting 5 days

Mark: at 9:23:03

Now I ask you guys about it and you tell me to clear my cache?

Herbert P: at 9:23:03

Yes.

Herbert P: at 9:23:11

I perfectly understand.

Herbert P: at 9:23:51

Please do try it, there’s nothing wrong to try and if it will work, that’s that time you will believe me.

Mark: at 9:24:49

OK, could you please just pass me on to someone who can help and advise on the payment systems rather than telling me to use another browser

Mark: at 9:24:50

thanks

Herbert P: at 9:25:25

Please try it first.

Herbert P: at 9:25:28

Can you?

Herbert P: at 9:25:37

Just try it.

Mark: at 9:26:07

OK, Skype is going to be dumped from my phone and computer if I do not get someone who can help me here – I am trying to give you money not making a complaint

Mark: at 9:26:31

What’s wrong with your company? People get in touch offering money and you turn them away and make it as hard as possible?

Herbert P: at 9:26:42

Sir, you need help right?

Mark: at 9:28:00

Look, this has nothing to do with my cache or browser and everything to do with the relationship between PayPal and Skype – now can someone please check on the payment status and advise why you are not taking the money from PayPal?

Herbert P: at 9:28:27

Mark,

Herbert P: at 9:28:36

I’m asking you nicely.

Herbert P: at 9:28:52

Let’s have a deal.

Herbert P: at 9:29:21

Try it first, and if it will not work, I’ll let you talk with my supervisor.

Herbert P: at 9:29:31

Will that be fair?

Mark: at 9:31:26

OK, so I cleared the cache, all browsing history, downloads, cached images, files, cookies… so what should happen now?

Mark: at 9:41:59

What do I need to do now? It’s been 10 minutes since I saw any messages on here

system: at 9:53:10

Chat not initialized.

system: at 9:53:31

Chat already ended

system: at 9:53:34

Chat already ended

system: at 9:53:34

Trying to send a line, but there is no current chat session.

Mark: at 9:53:34

What do you mean?

system: at 9:53:50

Chat already ended

system: at 9:53:51

Chat already ended

system: at 9:53:51

Trying to send a line, but there is no current chat session.

Mark: at 9:53:51

hello?

Do you trust online vacation rental sites like HomeAway.com?

I’m going to New York next month. As there are three of us travelling and we are staying in town for four nights I thought I would book an apartment, rather than two hotel rooms.

I checked out homeaway.com because I met their UK sales director a while ago and I remember thinking that I should try their service sometime.

They have hundreds of great places all over the world and I was spoiled for choice looking at the map of Manhattan – eventually deciding on a 2-bed apartment on 50th street. I sent my details to the owner and he confirmed that it was available on the dates I needed.

He sent me an invoice via PayPal and I paid it immediately – $1370 – not a small amount, but certainly cheaper than 2 decent hotel rooms in midtown Manhattan for 4 nights.

After paying, I immediately emailed the property owner to ask for the exact address, what time I could arrive and all that basic check-in stuff. He never responded. Five days later I tried calling. The number was a dud.

So I emailed again, but I started worrying. What if this guy has just stiffed me for over a thousand dollars? I still need to book a place to stay in New York whatever happens with this guy!

So I filed a complaint with HomeAway. Typically their customer service team promised to get back to me “in a few days”… is that acceptable from any customer service team today? I’m in the hole for over a grand and I just have to sit tight and wait.

Fortunately, PayPal were very helpful and have reassured me that even if this guy has stolen from me, they will underwrite the loss. In short, they have a dispute resolution centre where I can contact the person I sent money to. Usually they would allow a week to see if the person responds. After that week, PayPal would get directly involved in the chase and if another 10 days passes with no resolution then PayPal will reverse the transaction.

That still feels like a long time to wait, given the amount and given that in a couple of weeks I need a place to stay. PayPal agreed and said that because of the amount involved, they would waive the usual 7 day wait and they will get immediately involved in chasing the funds.

So I’m shell-shocked because of the experience. This was my great welcome to HomeAway.com… the best I can hope for is that I have a property owner who forgets to reply to email and doesn’t have a working phone – it was all a misunderstanding. The worst is that my money has gone, but will be refunded in 10 days.

And if I know this will be resolved one way or the other in 10 days that still gives me about a week to find a place to stay in New York – but you can bet it won’t be on HomeAway this time, or any time in future.