NNSquad - Network Neutrality Squad
[ NNSquad ] Dave Farber: [IP] A session with SKYPE. For all I know I was talking to a computer :-)
Dave Farber: [IP] A session with SKYPE. For all I know I was talking to a computer :-)
[ A bit apropos: Many, many years ago, I had a friend who was the
frequent target of harrassing phone calls. One day someone called him
from a local phone booth and left the phone off-hook. This was in the
days of step-by-step offices for that particular line, and since those
circuits cleared forward (on a local call) he had no way to free up
that line until the calling phone was hung up. The only alternative
was for someone at the central office to manually knock down the call,
which was the designated procedure. My friend knew all this.
So he calls 611 (repair) and explains the situation. The rep says:
"What is the number of the phone that called you?" My friend replies:
"I don't know what that number is." The rep: "We cannot clear your
line unless you can tell me what number called you." My friend:
"Well, I can't do that because I don't know. So I guess this line will
never work again, and I'll need to call the business office and get
a whole new line and a whole new number, right?"
Long pause ... "let me connect you with my supervisor."
"Good idea," said my friend.
In Dave Farber's case below, it's time to escalate to corporate,
one way or another. Skype increasingly (to use a technical term)
really sucks.
--Lauren-- ]
----- Forwarded message from Dave Farber <dave@farber.net> -----
Date: Fri, 3 Aug 2012 06:00:45 -0700
From: Dave Farber <dave@farber.net>
Subject: [IP] A session with SKYPE. For all I know I was talking to a
computer :-)
Reply-To: dave@farber.net
To: ip <ip@listbox.com>
*5:33:16 AM PDT *
*System says,*
Thank you for contacting Skype Customer Support!
*5:33:26 AM PDT *
*System says,*
Please hold for the next available Live Support Agent.
*5:34:16 AM PDT *
*System says,*
We appreciate your patience. Please continue to hold for the next available
representative.
*5:35:16 AM PDT *
*System says,*
We apologize for the wait. Please continue to hold while we connect you to
an agent. You should be connected soon.
*5:36:16 AM PDT *
*System says,*
We are sorry for the delayed connection. One of our representatives will be
with you soon.
*5:38:16 AM PDT *
*System says,*
We are truly sorry to keep you waiting due to an unpredicted increase in
inquiries. We thank you for understanding.
*5:40:01 AM PDT *
*System says,*
Glizelle L. has joined this session!
*5:40:01 AM PDT *
*System says,*
Connected with Glizelle L.
*5:40:01 AM PDT *
*System says,*
Thank you for contacting Skype Customer Support!
*5:40:06 AM PDT *
*Glizelle L. says,*
Hello! Welcome to Skype Live Support! My name is Glizelle L. How may I help
you?
*5:40:19 AM PDT *
*farber says,*
Why iss my account blocked?
*5:41:01 AM PDT *
*Glizelle L. says,*
I understand that you want to know why your account has been suspended.
*5:41:14 AM PDT *
*farber says,*
That is correct.
*5:41:14 AM PDT *
*Glizelle L. says,*
To be able to assist you on this, may I please have your Skype name and
first name?
*5:41:31 AM PDT *
*farber says,*
xxxx my first name is Dave
*5:41:51 AM PDT *
*Glizelle L. says,*
Thank you, Dave. It may take me 2-3 minutes to research this for you. Can
you hold while I look into this for you?
*5:42:00 AM PDT *
*farber says,*
sure
*5:44:31 AM PDT *
*Glizelle L. says,*
Thank you for holding.
*5:44:50 AM PDT *
*farber says,*
fine
*5:44:57 AM PDT *
*Glizelle L. says,*
We have noticed an unusually high number of calls to certain numbers from
your Skype account. We have blocked the account due to call flooding.
*5:45:32 AM PDT *
*farber says,*
I have not used the account in a long time!!
*5:46:11 AM PDT *
*Glizelle L. says,*
I do apologize for the inconvenience however your account was suspended
late last year.
*5:46:34 AM PDT *
*Glizelle L. says,*
Just to clarify, did you made any calls to Senegal last December?
*5:46:41 AM PDT *
*farber says,*
How do I get it restored. I have credits I want to use skype
*5:47:13 AM PDT *
*farber says,*
No I dont think I made calls in Dec
*5:47:27 AM PDT *
*Glizelle L. says,*
I do apologize however it appears that your account has been compromised.
*5:47:46 AM PDT *
*farber says,*
How do I change passowd then
*5:48:12 AM PDT *
*Glizelle L. says,*
I will need some verification information first before you can do that.
*5:48:22 AM PDT *
*farber says,*
ok what do you need
*5:49:07 AM PDT *
*Glizelle L. says,*
Kindly hold.
*5:49:13 AM PDT *
*farber says,*
ok
*5:49:32 AM PDT *
*Glizelle L. says,*
Please provide me the following:
*5:49:37 AM PDT *
*Glizelle L. says,*
- The approximate date of the last purchase you made from your Skype
account
- The order number
- The payment method you used to make the purchase
*5:50:19 AM PDT *
*farber says,*
I have no idea. It is a long time ago when I purchased credit. Can I verify
another way
*5:51:27 AM PDT *
*Glizelle L. says,*
I do apologize but this is the verification process I need to be able to re
instate your account.
*5:52:03 AM PDT *
*farber says,*
There must be another way. Can I purchace more credit etc.
*5:52:52 AM PDT *
*Glizelle L. says,*
As much as I want to help you access your account again, it is not possible
without this information.
*5:53:28 AM PDT *
*farber says,*
Is there a telephone number I can call to talk to someone above you?
*5:54:07 AM PDT *
*Glizelle L. says,*
Skype does not have a phone support as of the moment.
*5:55:02 AM PDT *
*farber says,*
Does this mean I loose all credit I have. That is not acceptable
*5:55:27 AM PDT *
*farber says,*
can you connect me to someone higher
*5:56:02 AM PDT *
*Glizelle L. says,*
I do understand where you are coming from however please also understand
that on our end, there are procedures that we need to follow for
verification.
*5:56:32 AM PDT *
*farber says,*
So I loose my money. Hmm time to complain in public.
*5:57:47 AM PDT *
*Glizelle L. says,*
I am sorry. As much as I want to, it is really not possible to lift the
restriction without the proper information.
**
*Session ID: 1011026 *
-------------------------------------------
----- End forwarded message -----
--Lauren--
Lauren Weinstein (lauren@vortex.com): http://www.vortex.com/lauren
Co-Founder: People For Internet Responsibility: http://www.pfir.org/pfir-info
Founder:
- Network Neutrality Squad: http://www.nnsquad.org
- PRIVACY Forum: http://www.vortex.com/privacy-info
- Data Wisdom Explorers League: http://www.dwel.org
- Global Coalition for Transparent Internet Performance: http://www.gctip.org
Member: ACM Committee on Computers and Public Policy
Lauren's Blog: http://lauren.vortex.com
Google+: http://vortex.com/g+lauren / Twitter: http://vortex.com/t-lauren
Tel: +1 (818) 225-2800 / Skype: vortex.com
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