This story in the Register is very, very disturbing. Not only does it replicate a few emails from both friends and readers about the dramatic drop off in customer service as Skype has grown to the size they have, but it also seems to underscores possible flaws in the eBay architecture overall since both Skype and PayPal are eBay companies.
Skype has problems. And they start not with the leadership team in place, but go back to eBay and the (failed) attempt to integrate the two companies since the acquisition.
But oh have they ever tried.
First eBay installed a string of executives who came out of eBay into the company. Over time, dedicated Skype executives prior to the purchase left or were asked to leave.
Second, when the first wave didn't work, Skype hired more people, some with ties to eBay and others recruited by headhunters employed by eBay.
At each turn Skype has grown, but heck, a rolling boulder going down the hill picks up more snow too. Skype is growing by sheer inertia and problems like the ones reported in the Register are evidence of that.
They can't keep up with the issues.
This means Skype has cost eBay more than they paid...and likely isn't really paying back.
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