| Omnitech Support |
| OmniTech Support liars and a scam LA, California |
| 7th of Jul, 2011 by User456646 |
| Ok I am going to make this as short as possible but try to get in as many details. I contacted them on 5/8/2011 beacuse of a virus attack. They convinced me to sign up for a 6 month plan. They had my computer in ok condition after this first time. 3 weeks later had the same problem, then a week later, then a few days after that. At that point was upset after being told time and time again the problem was corrected and and my computer was protected. I called in like 3 or 4 times asking for a supervisor to be told they had left for the day call back tomorrow each time. I had to wait an average of 30 minutes each time I called before an actual human would pick up the phone. One time was actually 15 min and I thanked the guy for being quicker than others. I asked for a refund only to be told I was only getting my $100 back and they were keeping the $59.99 for services used and a cancellation fee. I was told they would do another claim about the remaining money but I never heard back from them. I did file a complaint with BBB just to have them respond with our online chats that I had be ok with the service provided to me. Well yeah you made my computer work for a short period of time but it was NEVER protected as claimed. I even asked them why the red sheild was up and I was told its ok do not worry. I blindly trusted. They said that i was a valuable customer just to turn around and say i have no idea about their processes ( in the report back to the BBB.) The BBB is NOT doing anything against them even though in the chat they posted is the one about the red sheild and being told not to worry. They said the virus was my fault because I didnt have protection--- which is true and was dumb of me but it was dumber of me to believe they cared and were protecting my computer like they said. I do not recommend this company. They are ripping people out of money and screwing up computers by other postings i have read. They dont care and do make themselves fully available. In their response to the BBB about me asking for a supervisor - and this is FROM THE REPORT----"However, customer was not cooperative with us and asked for Supervisor to come over phone. We provide support 24/7 and have more than one Supervisors always in-charge on the floor. Customer called us twice and asked for Supervisor hardly with a reason." Now if they care for their customers and one ask for a supervisor( which according to them is always available) why does a customer need a valid reason to speak to a supervisor at ANY given time??? Why was one NOT put on the phone when they knew I was upset?? And why was I TOLD to KEEP CALLING BACK to speak to one. The are full of bull poop and should be shut down. I really wish I hadn't wasted my time. When I severed my "contract" with them I tried to REMOVE the Icons and programs they put onto my computer. Upon doing so I was told I had to have adminastrative permission to do so!! I AM THE ONLY PERSON WHO USES THIS COMPUTER I dont need permission from anyone on anything!!! So They had made a hidden adminastrative profile so they could access my computer during " check up" time and pretty much when ever they felt they wanted. I had to keep my computer POWERED DOWN while not in use scared they would log on. I then had to pay someone to totally wipe my computer and ACTUALLY FIX THE PROBLEM of which they failed to do. DO NOT USE THEM!!!! I really hope this helps someone out there not waste time, money, or heartache over what this company claims they provide and offer. And I really could care less if they respond because I know the TRUTH and so do they. I have ALL the paper work that has been emailed as well as their response to the BBB. PLEASE DONT FALL FOR IT!!!! |
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To make a long story, short, this customer’s accusations are, once again, not valid. This individual needs to understand, we will not tolerate any further defamatory accusations from her.
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This person previously made a BBB complaint against our organization and BBB has closed that complaint in our favor after getting a sufficient and wholly-justified response from us. We are a BBB Accredited business since 07/11/2006 and we are maintaining A+ Rating in BBB. If a business has been accredited by the BBB, it means BBB has determined that the business meets accreditation standards
which include a commitment to make a good faith effort to resolve any consumer complaints. That we always do.
Each time, this particular customer contacted us hoping that Omnitech could resolve her issue and on each and every occasion that’s exactly what our technicians did. By looking at the summary that follows, one can easily make out that there is certainly not anything we are lying about. Moreover, it is
obvious from the complaint that she is is trying to get something for nothing.
Our customers can always request to speak with a supervisor, even if their complaint is not a valid one. It can be a diplomatic way of explaining things to a customer. This customer blindly claimed that we have not allowed her to speak to a Supervisor. However, we have call logs where one can find that a Supervisor has called her many times to discuss her concerns, but she was not contactable. Plus this comment, “The are full of bull poop and should be shut down!” is not only ridiculous, it is libelous. We are
not taking away anyone’s hard earned money. We provide quality, affordable technical support at the lowest possible cost. We have provided many instances of skilled services to her and thus she simply does not merit getting a full refund. Even though, we have refunded the amount of $100 after deducting $59.99 for (Issue resolution and set up fee-$34.99 + cancellation charges-$25).
Here, the customer is ONLY concerned about her $59.99 which we have deducted. If so, we are ready to refund the amount and at the least we can make her happy. However, now we are very much concerned that some of our competitors who cannot match our pricing, our commitment to provide quality
service and our desire to make our customers happy, may be using Rip-off as a medium to willfully mislead potential customers and distract them from getting quality help from us. Here is the best example:
Here is the summary: For the first time, customer contacted us through chat on May 8th, 2011 with an issue: “computer was affected by Virus”, and signed-up with us for an annual Service Plan by paying $159.99. After giving us access to her computer, our technician controlled the customer’s computer remotely and found malicious viruses on it. The technician worked on the issue and resolved the issue and removed the malware and errors from the customer’s computer. Customer confirmed the issue resolution.
Below is the chat transcript of the issue resolution confirmation:
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MS- L1- Tech 1: I have removed all the malwares and errors from your computer.
MS- L1- Tech 1: Please reboot the computer after this session.
MS- L1- Tech 1: I have installed the HELP icon for you so that you can get connected to us instantly
by clicking on the HELP icon.
Marijane Runk: Ok thank you.
On May 12th, 2011 we mailed the customer describing the service plan details.
On June 2nd, 2011 customer called and informed that her system crashed due to virus infections.
Our technician removed the viruses from the customer’s computer and the issue was resolved. Customer confirmed the issue resolution.
Below is the chat transcript of the issue resolution confirmation:
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MS- L1- Tech 2: I have removed the entire virus from the computer. Now the computer is safe and secure.
Marijane Runk: what about that red shield on the task bar?
Marijane Runk: i really want to make sure everything is protected
MS- L1- Tech 2: Please do not worry everything is fully protected.
Marijane Runk: that’s what i was told before
MS- L1- Tech 2: In case you face the same issue again please click on the help icon which I have installed on the desktop.
Marijane Runk: ok i will
Marijane Runk: thank you
Again on June 5th, 2011 customer came to one of our through chat with yet another Virus Issue. The issue was resolved and the customer also confirmed for the same.
Below is the chat transcript of the issue resolution confirmation:
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Marijane Runk: are we all set?
CC- Tech 8: Yes, we are.
CC- Tech 8: I have removed thee infections.
Marijane Runk: ok thank you
On the June 6th, 2011 customer called and asked for the refund. We requested her to permit our
technician to work on the issue as we could resolve the issue. However, customer was very inexorable and disconnected the call.
Nevertheless, on the same day, we have refunded the amount of $100 after deducting $59.99 for (Issue resolution and set up fee-$34.99 + cancellation charges-$25). The transaction details of the refund initiated are given below;
Transaction Approved:
Auth Code: 242234130
Ref #: 242224107
On the same day we notified the customer about refund initiation by sending a mail.
On the very next day, we called the customer to inform about the refund status but the customer was not happy with partial refund and asked for the full refund. We have tried to convince her explaining the deduction charges and also offered her the issue resolution for free. However, customer did not agree and disconnected the call.
It is very clear here; we have not charged the customer an extra ‘cent’ according to our ‘Terms and Conditions’. Service Cancellation fee ($25) is applicable here and it is clearly mentioned in our ‘Terms and Condition’ page. All the customers have to go through it before signing up with us.
Below is the Refund and Service Cancellation Policy (http://www.omnitechsupport.com/cj/terms.php):
It contains the clause… “If the initial issue was resolved, we will deduct $34.99 for the initial issue and set up fees, there will be an early cancellation fee of $25. So the total deduction will be $59.99.”
A second time, customer contacted us with the same initial issue, exactly after 3 weeks and we resolved the issue instantly. We asked the customer to get back to us if the same issue reoccurs and placed one ‘Help Icon’ on her computer for her to get direct access of our technician within
seconds. The Customer, unfortunately, does not have any anti-virus programs on her computers and she keeps getting viruses from a site or sites she visits regularly. Anytime within her service plan if her computer got infected again with viruses, then she could have come back to us any time for us to make it operable. We helped her out the situation before and would happy to help again.
Indeed, we provide support 24/7 and have more than one Supervisor always in-charge on the floor. Sometimes all the Supervisors might be busy assisting other customers, so they cannot immediately come to the phone. Her main concern was to resolve the issue and that we had accomplished within
minutes.
We cannot access any of our customer’s computers without their prior permission and cooperation. We fixed her issue every time when she contacted us. In subsequent use of her computer, it got infected again with viruses. If this issue or any other ever reoccurred, we would have fixed it for FREE because of her service plan with us. By the way, she does not have to pay
someone to delete the ‘Test Account’ on her computer. Hopefully she will install an anti-virus and firewall program, so her computer isn’t constantly getting infected.
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Posted by Omnitech Support. |
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| My question to Omnisupport would be "Why does the computer keep getting reinfected if you have cleaned it properly and setup safeguards for stopping the infections? |
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