SKYPE ABUSIVE CHARGES OF NON COMPLETED CALLS!

[michel_my]

I like the idea of a class action against Skype for abusive charging of non completed calls.

I sometimes call the same number and it drops 2-3-4 times before it can connect and Sleaze Skype charges me CAD 0.096 for EVERY ONE of those dropped calls.

Can you imagine, if Skype has, as they claim millions of customers how many millions they collect on our back because their lousy system dropped the calls ??? Just think about it !!

Download and check your call summary and you wil be amazed to see how many "fixed charges" you paid while not connecting.
E-mail me if this has happened to you so we can build up a case.

[Andre Staff Moderator]

Hi Michel,

Currently your call logs show that there are quite a few calls that were dropped due to connection issues. Therefore I'd first recommend contacting customer service to investigate why calls are dropped: https://support.skype.com/en/faq/FA1170/How-can-I-contact-Skype-Customer-Service

They will guide you through some troubleshooting steps and help you figure out why calls are dropped.

Note: I've removed your duplicate posts as spamming is not allowed in this forum. Please choose the most suitable topic, make your post and who ever will be able to help will answer. There is no need to duplicate your posts.

Andre

[michel_my]

Hi Andre,

Tks for your answer:

1) I already went thru CS but what they suggested me to do wasn't of help...

2) I can't believe I am part of a small minority who has calls dropped and pays for the connect charge 2-3-4 times. I am probably the small minority who goes thru my calls and claim credit. The others probably don't bother to claim a few Eur so millions of abusive charges keep going into Skype's pocket.

3) How can we reach those millions of silent users abused by Skype ?

4) As most calls drop in the first few seconds if Skype was an honest company they would start charging connect fees only after 30 secs/1 minute. This would reduce these abusive disconnect charges.

5) How can I transmit my point to Skype management ?

Tks

Michel

[Andre Staff Moderator]

One thing is for sure, Skype is not disconnecting customers on purpose. It would be very bad user experience and customers would just leave.

This means if there is a problem with connection then there has to be a reason for it. Once you know the exact reason you know how to fix it(if possible).

I've been using Skype for 6+ years and haven't had such problems, but if I did then I would let Skype customer service get to the bottom of this. Find out what exactly is the reason for dropped calls.

If troubleshooting steps failed you can ask customer service representative to investigate the issue further by escalating it to development team.
Customer service agent can help you create log files. Hopefully logs from your computer will shed some light into why calls are not going through every time.

Please contact CS and explain that you would like your case to be reviewed by technical specialist and that you will gladly provide any info needed to help the investigation. I'm sure they don't turn down your request and will help you any way they can.

Andre

[michel_my]

I just realized that you said in your original msg:

"Currently your call logs show that there are quite a few calls that were dropped due to connection issues"

So it looks like that in addition to abusive charges SKYPE seem to have quite poor privacy standards and practice if any moderator can look at my call logs and find out who I call...!!! maybe peek at my chats too ..??? and my credit card number ?

Wow ! it is really worst than I thought ! I need to look at your privacy policy ..

[Andre Staff Moderator]

I can check customer call history since I work in Skype, I'm not just "any moderator". Even though it's not part of my job to answer forum I'm more than happy to do it out of my personal time if I can. Unfortunately I can't solve everything, some things need to be handled by customer service.

Your initial concern was dropped calls and as I said the best approach is to contact customer service and let them investigate this properly. If you wish to get this issue solved then CS will gladly help.

Note: It's not possible to check your chats as Skype doesn't store chats and Skype to Skype communication is encrypted. If you wish to know more about security and privacy then Security Center should provide some answers: http://www.skype.com/intl/en/security/detailed-security/

Andre

[michel_my]

I am glad to hear that U R an employee and not just "any moderator" but I still find it kind of invasive that "any skype employee" can look into my call log w/o my express request / permission...

As far as contacting CS, I did it once and all I got was a "canned answer" asking me do pretty much anything short of reformating my hard drive ... see below

QUOTE:

We have refunded the calls to your balance and apologize for the inconvenience.

The call history list in the My Account section does not currently reflect refunded calls but it will be reflected in your account balance.

Here are a number of suggestions which you should try to help resolve this issue. Please test after each step to see if the action has resolved the problem:
 
1) Ensure that you are using the latest version of Skype, available for free from:  http://skype.com/download/  

This solves the issue for most Skype users as we are constantly improving our product
 
2) Use our Sound Setup Guide to make sure your audio settings are correct:

http://www.skype.com/help/guides/soundsetup.html.

If you have more than one audio device to choose from in Skype -> Tools -> Options -> Sound devices, then please try with different selections.

3) In the Skype top menu: Tools -> Options -> "Connection" window; please tick the option to use the ports 80 & 443.

4) Check that your firewall is not interfering with Skype. You can find our firewall guides at http://www.skype.com/help/guides/firewalls/.  Even if it can connect and you are able to use chat it is possible that your firewall is still blocking some connections that Skype needs for a reliable voice call.

5) For this step showing hidden folders and files has to be turned on. Please navigate to My Computer -> Tools -> Folder Options -> View. Once there, please make sure that the option "Show Hidden Files and Folders" is enabled.
* Close Skype with a right click on the systray icon (next to the Windows clock) and selecting "Quit"
* Locate the shared.xml file found in
C:\Documents and settings\Your Windows Username\Application data\Skype\shared.xml
* Delete shared.xml
* Start Skype (shared.xml will be recreated)

6) Make sure all your PC's drivers are up-to-date (especially sound, video, motherboard controllers and network card - you can usually find the latest drivers on the manufacturer's website).

7) If you are using a router, please configure a port forwarding for Skype. You can find guides for an extensive list of routers on http://www.portforward.com/english/applications/port_forwarding/Skype/Skypeindex.htm. Please note that we are not responsible for this page and contents might change unexpectedly.
UNQUOTE

I will try again .....?

[Andre Staff Moderator]

These are the first troubleshooting steps. Before any investigation can be done some basic troubleshooting is required.

For example first step is upgrade. There is no point troubleshooting an issue that occurs in old Skype version and might be fixed in the latest version. Even though it might sound canned, these steps have helped thousands of customers before. It might not be the case with you, but you never know until you try it.

Try to go through them as much as you can and if nothing helps then just write back to CS and explain that none of it worked and they need to look further. If you didn't reply back to them then they most likely consider your case as closed.
Give it your best try and hopefully they will help you get this sorted out.

Andre

[michel_my]

The first mistake I made was to upgrade to version 5... It was the worst experience ever with continuous "promotions" from Skype to buy this or that when Skype starts, than the Facebook junk nagging me all the time, the top portions with pictures from my contacts which I couldn't get rid of, music from a blocked contact filling up the right side of the window, etc , etc,

And the calls STILL DROPPED with 5.2 !

Luckily I was able to re-install 4.2 and I am much happier...

And, if like you say, dropped calls are very rare why not charge the connect charge after 30-60 sec ? It will make people happier and Skype won't loose too much money ... As a Skype employee / moderator why don't you suggest that to management ?

[Andre Staff Moderator]

It doesn't really solve the connection problem, but of course I can forward your feedback.

Andre