Guest Blogger

Mercier: Is Skype forgetting its Customers?

January 22, 2006 06:16 PM

Topics: Business | Skype杂志

By Jean Mercier, Oostakker, Belgium

Quite a lot of people received an unsolicited e-mail from Skype in a language of the country they are living in. An English speaking person living in Japan received the e-mail in Japanese. A Dutch speaking guy in Belgium received the e-mail in French (Dutch is one of the three languages that are spoken in Belgium, and also the main language!). We can go on …

See the picture below:

tn7_pissedoff.png

So what happens probably: Skype thought to be clever with the aim to accelerate the downloading of the new Video version? It detected the ISP (Internet Service Provider) or the country of the users by checking the account or profile information, and adapted the language of its e-mails without asking permission to its customers! They forgot that a part of their customers are expats, and that some countries have multiple languages.

I received it also (I am another Belgian guy!). I was somehow also "shocked" by the unsolicited "change of language" of this e-mail, although I speak both main languages of my country fluently.

I therefore checked my account, see picture below. Not only is there no option to choose a language, but I had also un-ticked the option permitting them to send e-mails!


pissedoff2.png

Although I don't mind "Dutch or French", a lot of people DO mind! If i am a Belgian in Japan or o Chinese in Belgium i indeed have a problem because I probably do not understand very well the local language!

This is "cultural misbehaviour" from Skype. If you want to respect customers, you should ask them before changing anything in the way you treat them! THIS IS CLEARLY NOT A REAL PRIORITY FOR SKYPE anymore: other example is the changing of the Skype sounds!

So, I have a SUGGESTION FOR SKYPE: put a language field in the account page, and leave English as default!

And please, respect the choice of your customers! If I un-tick the e-mail choice in the Privacy Settings of my account, it means I don’t want them!

Jean Mercier, Guest blogger, www.aimq.be

*** Caution to readers. I agree with Jeans' comments. His story was filed as "pissedoff". Jean has been without a cigarette for some 20 plus days. Even if you do not agree with his opinions. Jean deserves a round of applause.




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Comments

Posted by: Jean Mercier at January 22, 2006 11:50 PM

Bill is divulging part of my privacy here :-( , but vengeance is a word a know: Bill stopped smoking some 45 days ago! Thats double as long as i did! ;-)

By the way, on the Skype forum some Swiss people were also complaining: they received the e-mail in German, and there are French speaking, Italian speaking and Romansch speaking people in Switzerland!

Posted by: JimCanuck [TypeKey Profile Page] at January 23, 2006 8:19 AM

Two comments:

1. Actually Skype should look up the default language on your PC at time of installation (when Skype 2.0 does look up your time zone on your PC) and then give you an option to change in the Options menu.

2. If you would use the Skype for Outlook ("S4O")Toolbar you will find there is a Configuration option to select one of eight languages (including Estonian but not Dutch). So at least the Skype Toolbar group is starting in that direction.

Also if you look at Skype for IE beta you will find that it auto-selects the country code of the web page not only via the Domain Name URL but also by the primary character set used on the web page. This is then used to determine the country code to add to phone numbers found on the local page. Try it out here.

So they are starting in this direction but you hae a good suggestion to round it out.

Posted by: theCreator at January 23, 2006 2:13 PM

Chill out. They probably want to provide a better personalized page for newbies

Posted by: Anonymous at January 23, 2006 3:09 PM

Bill stopped smoking? I never thought I'd see the day.

Posted by: Phil Wolff at January 23, 2006 3:30 PM

Bill stopped smoking? I never thought I'd see the day.

More patches than Windows.

Posted by: Bohdanka Incognitova at January 24, 2006 2:37 PM

I have received soliciting emails from EBay, ever since they bought Skype. You pigs! EBay uses the email of Skype customers for solicitation. Skype uses supernodes, blocks the port for its file transfer so no other application can use it...it is a peace of trash anyway! I use Wavago the real underground dog!

Posted by: Jean Mercier at January 24, 2006 3:10 PM

The Creator said: Chill out. They probably want to provide a better personalized page for newbies
I regret ... but saying this you do NOT understand cultural susceptibilities, and probably you are living in a unilingual uni-cultural country!

Although i PERSONALLY don't mind that you, or any other individual makes mistakes concerning this, I DO REALLY MIND if a company makes mistakes.

Why? Because this is highly unprofessional!

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