Skype callers: 'Customer service, please?'

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A sorry tale.... Skype is not all tht it's cracked up to be

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You are now chatting with 'Victor'
barneyhk: 2469370 January 08 2005 ?25.00 Visa credit card (CANCELLED) - but my bank tells me its cleared
Victor: Hello! I am Victor How May I assist you today?
Victor: May I have your skype name please?
barneyhk: barneyhk
Victor: Please wait one moment while I check that for you
Victor: Have you tried to buy the credit for more then three attempts?
barneyhk: no - once only and it sadi CONFIRMED straight away - then it suddenly CANCELLED
Victor: May I know which country is your credit card registered in, and which country are you physically located in at this moment?
barneyhk: I am in Australia now and the credit card is registered in Hong Kong
Victor: Did you correctly enter the security code form the back of your card?
barneyhk: yes - otherwise it would not have frist said CONFIRMED after I completed the transaction. lso, my bank (Citibank) have confimred the transaction has been successfully completed
barneyhk: So you have my money and I have no credit
Victor: It might be because of the address the address also should be exactly same as the one you have given at the time of Credit Card registration.
barneyhk: AS I said, the BANK HAVE CONFIRMED THE TRANSACTION - it is not the credit card - its is SYPe's accounting system
Victor: Please do not worry since the amount will not be debited without any authorized transactions.
barneyhk: THAT HAS ALREADY HAPPENDED - THE BANK HAVE CHARGED THE CARD
Victor: And as far as the account status goes it changes in 15 minutes.
barneyhk: lOOK - IT GOES LIKE THIS
barneyhk: I complete the credit card transaction on line
barneyhk: Skye tell me 'CONFIRMED' please wait 15 minutes
barneyhk: 15 minutes later Skype says CANCELLED
barneyhk: I call my bank in Hong Kong - Citibank
barneyhk: Citibank CONFIRM that Skype does actually have my money
barneyhk: So it has nothing to do with the bank and the credit card
barneyhk: It is some problem with Sype's accounts not registering my payment against my account
barneyhk: This was about 5 hours ago
barneyhk: I'm still waiting for the possibility of the kistake to be rectified
barneyhk: Nothing is heppning so I LIVE CHAT
barneyhk: And now you tell me its the card
barneyhk: Its NOT the card
barneyhk: So what can you do for me please?
Victor: It seems that there has been some technical problem with system.
barneyhk: So - please activiate my account manually so I can use the service
Victor: Do not worry about the money it will get back to your bank account.
barneyhk: That's not the point
barneyhk: I want to use the service
Victor: Sorry we can not do that you will have to try and make a purchase again.
barneyhk: WHAT!!@@@!!
barneyhk: What kind of system is that?
barneyhk: I keep trying to pay
barneyhk: You keep taking my money
barneyhk: I may or may not get the service
Victor: Sorry for the inconvenience.
barneyhk: And I may (or may not) get my money back
Victor: You will get your money back.
barneyhk: Victor - this is really stupid
Victor: May I suggest another option.
barneyhk: I know it is Skype's problem becuase my friend in Singaopre (user name) Hugh Terry had EXCATLY the same problem
barneyhk: Dont siggest Money Bookers PLEEEEEASE
Victor: No you Will get your money back. We do not charge for an unauthorized transaction.
barneyhk: I am having EXACTLY the same problem as Hugh Terry had yesterdey
barneyhk: YOU HAVE ALREADY CHARHED ME
barneyhk: Please check Hiugh Terry's account records and give me the same solution you gave him
Victor: We ensure that no money will be taken out from your credit card. In case of some banks, you might see reservation for amount you ordered. This will be cleared usually in less than a week
barneyhk: THE BANK TOLD ME YOU HAVE MY MONEY - IT IS CLEARED
barneyhk: So stop hiding behind anonymyty - you have having this probelm with customers all the time aren;t you?
barneyhk: There is a fundamental gltich in your systems and you are experiencing this time and time again right
barneyhk: ?
barneyhk: So uou suggest MOneybbookers becuase that system works for you
Victor: My colleague would be able better assist you. Please wait one moment while I transfer your chat.
barneyhk: at the moment
Please wait while I transfer the chat to 'Kris'.
Hello, my name is 'Kris', how may I assist you today
barneyhk: Kris - I have been transferred to you by Victor
Kris: welcome
barneyhk: Has ne heplianed the issue to you?
barneyhk: explained
Kris: Please wait one moment while I check that for you
Kris: Sir you need not worry about your money it is not charged , it will be in your account within a few days
barneyhk: This exactly what Victor said - it doesn;t help me - I want to use the service
Kris: Have you used to purchase via moneybookers?
barneyhk: So what are you going to do for me?
Kris: You can use your credit card to add money to your moneybookers.com account. You may even use direct bank transfer (select locations only) for adding money to your moneybookers.com account
Kris: Please try using this method if your credit card purchases are not going through.
barneyhk: Before we continue, I want you to confess to me. Skype are having REAL problems with your credit card fulfilment provider becuase you are got too big too quikly, right?
Kris: Ar eyou getting me?
Kris: Sorry for the inconveniences
barneyhk: And so the only way you can get the money from customers is to direct them to Moneybookers. My friend in Siungaipre Hugh Terry had EXACTLY the same experience as me yesterdey
barneyhk: So please, be honest with me so at least I understand what your problems are
Kris: I know there you are facing problem , we apologize for the inconveniences
Kris: Please try to purchase again
barneyhk: I don't mind if your systems are not perfect - that's business. But I need to know what's going on. It is NOT ME - it os Skype, right?
barneyhk: I am NOT THE ONLY customer with this issue
barneyhk: right?
barneyhk: YOu must be dealing with hsi over and over again at the moment, right?
Kris: Unfortunately I cannot answer that question at this moment. Please provide me with your email address and I will escalate this issue to our 2nd level support.
barneyhk: The same typ of problem
barneyhk: Can;t we talk in person on Skype?
Kris: somebody will contact to you within a few days
Kris: No sorry we are not authorized for that
barneyhk: Kris - -= this is simply very very very porr
barneyhk: poor
barneyhk: You cannot treat custimers like this and expect to be successful you know
Kris: I am sorry for your inconvenience
barneyhk: It is important to be honest when you are faling and letting your customers down
Kris: Please provide me with your email address and I will escalate this issue to our 2nd level support
Kris: We are honest sir
barneyhk: So what will happen is that people will use the free service and not give you any money becuase your payment systems are not trust worthy
barneyhk: This is the frist type I have wanted to give you money and I am being given a song and a dance
barneyhk: Why do I have to wait for a few days?
Kris: Please , I will sugess you to again read once more carefully
barneyhk: I want a resolution NOW
barneyhk: Not later
Kris: We ensure that no money will be taken out from your credit card. In case of some banks, you might see reservation for amount you ordered. This will be cleared usually in less than a week
barneyhk: I want to use the service NOW
Kris: Have you got it??
barneyhk: Not a week later after you have given me my money back
Kris: Please try to purchase again today after this................
Kris: If you have more than three digits you should enter the last three digits. If not please enter it in the correct format. The address also should be exactly same as the one you have given at the time of Credit Card registration.
barneyhk: What is my guarantee it is going to work? It fialed the frist time and it failed for my frined ysterday
Kris: Please enter exactly
barneyhk: Kris - I am not an imbecile - I know how to buy things via crtedit card via the web
Kris: Credit Card Verification code One possible reason why your transaction was cancelled is incorrectly entered . Are you absolutely sure that you did enter the security code from the back of your credit card correctly?If you have more than three digits you should enter the last three digits.
barneyhk: Kris - are you lisetning to me?
barneyhk: I want a resolution now
Kris: Yes I am listening
barneyhk: Not via email a few days later nd I am not trying agian by credit card
Kris: Thats what I am doing
barneyhk: Until I know my money is safe
barneyhk: You have NOT explained to me WHY the money has gone from my credit card and why I have not credit from Skype
Kris: And I aso believe to me also want you to have your purchase be authorized
barneyhk: It IS authorised - my bank told me you have received my money
barneyhk: This is not much a help system becuase I am not getting any help
barneyhk: All I am getting is the same information from you as I got from kris - so what was the point of tramsferring me to you I wodner?
Kris: because of your multiple failed purchase attempts in the recent past the money is under regervation
Kris: And donot think that is is debited
barneyhk: Rubbish, rubbish, rubbish - I habe only tried once
Kris: It will be in your account within a few days
barneyhk: The bank TOLD ME it is debited
Kris: Can you believe on my words??
Kris: your problem is my problem
barneyhk: Kris - go to this website
barneyhk: http://www.emigra.com/emigra/index.php?page=get_article_nd&id=X1GNT05-878GQWP-
Kris: And I know that your money is not debited
barneyhk: This is who you are taling to
Kris: sorry I am not authorized for that
barneyhk: Why cant you manuualy activate my account?
Kris: I just have said you that your amount will be in your account
Kris: Within 2-3 days
barneyhk: My Skype account?
Kris: Is'nt enough?
Kris: yes
barneyhk: I want to use the service
barneyhk: Why 2-3 days - your system says 15 minites? It said CONFIRMED at frist and then said CANCELLED
Kris: You will use it it's my guaranty
barneyhk: So what is going on?
Kris: It might be some unknown problem
Kris: It is all right
barneyhk: So if it is unknown how can you guarantee anything?
Kris: Please have patience
barneyhk: What deos that mean?
Kris: And try to purchase again tommorow
Kris: Your patience is appreciated.
barneyhk: This service is a joke.
Kris: I know you will
barneyhk: Good bye and have a nice day
Kris: Take care of your good health
Kris: Thank you for using our live support chat! Should you have any questions feel free to contact us. Please do rate my support after ending this chat session. Bye!

Posted by: barneyhk   Posted on: 02/16/05 You are currently: a Guest | Members login | Terms of Use

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