Omni Tech

Omni Tech Support: Incompetent Techs, Poor Service, Refusal To Cancel My Account, Internet

2nd of Feb, 2011 by

I was referred to them by Microsoft to fix an Outlook problem. The pushed a one-year contract before they worked on the problem, assuring me it would cost more than the yearly contract to resolve my problem, so I signed up.They never did fully resolve my problem.

Then came the monthly maintenance problems. Every month they would contact me to remind me that I was scheduled for maintenance between 6 PM and 6 AM, asking me to leave my computer on. Each time I did, checking it throughout the night, and saw that nothing had been done. And without fail, the next day I received a follow-up email telling me my computer had been offline, even though it was not, and to contact them to reschedule.

Each time I rescheduled, they offered to do the work at that time, but there would be 10 or 15 minutes at a time where they would not communicate with me, and when I asked if they were still there, they would say "yes" but that they were waiting on something. After being stalled for 30 minutes or more, I would tell them I had no more time to wait, they would tell me they did not have any service technicians available, and I would have to reschedule. Couldn't they have told me that to begin with?

This scenerio happened several months in a row. Two weeks ago I told them to cancel my account. I was too frustrated to continue. They said they understood, and then began the maintenance that they were only moments earlier unavailable for. I repeated over and over and over again that I wanted to cancel my account, but they proceed as though I had never said this.

My frustration level peaked so I logged off. Since then I have received phone calls and emails from them daily about rescheduling.

Their web site indicates they are based in Los Angeles, but every person I had contact with by phone had a heavy Indian accent, and every person I worked with online had language issues. They still call every day. They still write every day. They will not leave me alone.

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Comments

4706 days ago by Omnitechsupport

On September 25, 2010 this customer contacted to us through chat concerning an issue she had with Outlook. Our technician handled the chat session and examined the issue and explained the exact issue in detail and the amount of the time that would be required to resolve the issue. Then, we suggested the customer to sign up for our System Uptime Assurance Plans, as it was more beneficial and economical, as it works out to be a very low rate per incident to the customer. This customer agreed and signed up with us for the Yearly Service Plan by paying $139.99. This was during a time when we were authorized to give a $60 discount for an annual service plan, so it was quite a good deal. Then, our technician resolved the issue and the customer confirmed that the issue was resolved. At that time, we also informed the customer that if the issue reoccurs, we are here to help her for 24/7.

On the same day we successfully performed the Optimization session which was included in the service plan, on the customer’s system.

To make the optimization process hassle free for our customers, we follow a specific routine based process for Optimization. First we send a reminder mail to the customer providing a date and timing for Optimization. And then we call the customer few hours before starting Optimization session on the scheduled date to ensure that the system is online and connected to LogMeIn, a task which is necessary for accessing the customer’s system for Optimization. If customer is not ready for the scheduled date and timings or the LogMeIn is just disabled, then we request the customer to connect back through online to perform instant Optimization session. However, customer can inform us what his/her convenient time and date for Optimization is and we perform Optimization according to that date and time.

In this case, we did follow our process for Optimization and customer was very cooperative with us. We had completed three Optimization session without any interruption. However, for fourth scheduled Optimization session, customer indeed turned her system online for a long time. But customer might not have been aware that her LogMeIn session had become disabled due to activation of Anti Virus software on the customer’s computer. After failure of the scheduled fourth Optimization session, the customer contacted us through chat and then our technician explained the issue with LogMeIn and the reason why we sent mails saying that the system was offline. We called the customer with the intention of providing best service to her. However, each time we called it went to voice mail.

Whenever, customer came through chat to us for Optimization we always performed the Optimization without fail, with priority and with success. We are hardly “incompetent”. However, for fourth Optimization customer came to us at late night without a reservation at a time when all the available Optimization slots had already been reserved by other customers. As an aside, that’s like demanding a table at a full restaurant. We apologized to the customer for any possible inconvenience and asked her to schedule a time to come back the next day, so we could perform the monthly optimization on her computer.

Not hearing from her, we followed up through emails and voice messages, but the customer did not respond to us. If she wants to continue receiving service for the balance of the year...that is perfectly fine. Otherwise, we will be happy to issue a pro-rated refund for the unused months remaining on her service plan, if what she wants is a way out of her service agreement.