Category: Internet

Long story short:

Set up Skype account. Added credit using credit/debit card. Worked just fine and dandt. Great service.

Credit ran low. Went to top it up. Two attempts ended in seeming success… using Bank Transfer (credit card no longer allowed for some reason never adequately explained) but no conformation. Third attempt, payment is “pending” and a 30-minute dig through the FAQ tells me that I have to initiate payment from my bank – they will not take the payment themselves. This is not apparent from the web pages provided.

Next option: set up a PayPal link. Duly done. Then option not provided, so despite all the work done to get that up and going I still can’t use it.

Net result – it takes up to 2 weeks to add credit to my account every time it runs out. Which, frankly, is ******* useless. Especially when the credit’s run out as I’ve had to make several very urgent and very long calls and now need to make more. Waiting 2 weeks to make those called (up to 10 working day) is simply ******* useless.

Letter sent to Skype:

Merje,

I appreciate that Skype has limits as regards overuse of credit cards and so forth, but I find it hard to believe that the card I used to initially put credit on the account cannot be used to top it up after more than a month.

Also, why offer me the facility of PayPal payment if it is not available in the UK? As it stands, setting the account up is very easy leading me to think this will be the case from then on. I have discovered that getting credit onto my Skype account after I have created it is an absolute nightmate and could take up to two weeks. This simply is not good enough.

While I understand you are attempting to prevent fraud, you’re making it utterly useless for people who have a genuine use for the system and I think I’ll find myself ditching Skype as an option and using the Post Office to make long distance calls unless your company can actually figure out what it is trying to do. The whole “top up” system is a complicated mess, lacking instructions and information.

I attempted to set up a bank transfer option and the first *TWO* times I did this, I recieved no email notification of the details. On the third attempt, an email was received, but your bank details were not included, thus making it impossible to start a transfer from my end. In *all* cases, no indication was made that *I* had to initiate the transfer – that was buried in an FAQ somewhere. Completely and wholly inadequate. I waited two days before realising there was absolutely *nothing* happening.

I am in a situation in a foreing country where I *NEED* to get in contact with the UK. I have very quickly realised that I cannot rely on Skype to offer a useful and reliable service for my needs. When I have credit, it’s great. But you seem to be hell bent on making it as hard and tedious as possible to add credit to my account.

I am in a foreign country with no money. I need to phone home. I cannot as I am out of credit. The only option you will give me to add credit is Bank Transfer which takes up to 2 weeks. I don’t understand this as I loaded the account using a credit card within *minutes*. You tell me to set up a PayPal account, which I’ve done, and then don’t let me use it.

Seriously. Do you have *any* idea how utterly, mindbogglingly inept you look as an organisation at a result of this conflicting information and continual supply of dead ends?

Next time I go abroad, I’m investing in two tin cans and a very long length of string. I feel it would be of more use and certainly more reliable than your red-tape enshrouded organisation.

Thanks (ha ha ha – as if)

Mosh

(P.S. This message posted to my blog and several discussion groups to highlight exactly how useless your organisation is. Buck your ideas up and study the term “customer satisfaction” and I may repeal it)