Omnitech Support SCRIPTED RIP OFF Los Angeles, Internet

Mr. James Parker called us on May 08, 2012 and told us that he had an issue with MS Publisher. We assisted him to get connected to our technician to fix that issue. Accordingly, our technician handled the chat and the customer granted us one time remote access. Then our technician ran a PC health check and indeed found some infections. We cant create a bogus result with the PC health check scan, as it a program we have purchased and cannot alter. We use to do this PC health check up as to make sure that there would be no impact before or after we work on the computer following the basic or advanced troubleshooting steps. The program clearly showed that the customers computer was infected, so his claim that all that needed to be done was to change his printer settings is inaccurate.

Then we offered him our basic service plan as its beneficial and economical in that it includes monthly optimization and UNLIMITED on-line tech support for a full year.  Generally, our yearly service plan costs $299.99 and occasionally its $199.99 due to occasional seasonal discounts, this person paid $199.99 and opted for the yearly plan.

We are very transparent and stated our service policy upfront on our website. This customer saw the terms and conditions before he signed up with us.  

Then our technician resolved the MS Publisher issue and the troublesome Virus issue. The customer confirmed the issue resolution. 

Below is the issue resolution confirmation:

10:38 PM MS- L1- Tech 3: After that you can change it back to Brother printer as default.
10:38 PM James Parker: i think i willl just change the prionter in the settings now, so that the desktop writer one can remain my default, printer, would that work too?
10:38 PM MS- L1- Tech 3: No, if you want to take print outs it won't work.
10:39 PM MS- L1- Tech 3: I suggest you that whenever you need assistance please contact us by clicking on the Help icon on the desktop.
10:39 PM James Parker: ok
10:39 PM MS- L1- Tech 3: We will be here to assist you 24/7
10:39 PM James Parker: thanks phil
10:40 PM James Parker: to answer your previous question, yes you guys fixed my problem!
10:40 PM James Parker: aznd more!
10:40 PM James Parker: ....2 hours later
10:40 PM MS- L1- Tech 3: We are glad to inform you that your issue with the Microsoft Publisher and removing the infections from the computer is fixed.
10:40 PM MS- L1- Tech 3: For updating our records, I would like you to kindly check and confirm if the issue has been fixed by replying with a YES or NO.
10:41 PM James Parker: YES
10:41 PM MS- L1- Tech 3: Thank you for the confirmation.
10:41 PM James Parker: your welcome
10:41 PM MS- L1- Tech 3: Is there anything else, that I may assist you today?
10:42 PM James Parker: nope, i need to get back to work...thanks phil
10:42 PM MS- L1- Tech 3: You are welcome, James.
10:43 PM James Parker: can i get my computer back now?
10:44 PM MS- L1- Tech 3: Yes, James.
10:44 PM MS- L1- Tech 3: May I schedule the optimization in the computer now?
10:44 PM James Parker: sure
10:44 PM MS- L1- Tech 3: Optimization will take 2-3 hours to complete, and you cannot use the computer during optimization.
10:44 PM MS- L1- Tech 3: Is that okay with you?
10:45 PM James Parker: i thought the other guy already did that....can we reschedule?
10:45 PM James Parker: i really need to get back to work, i dont want to work another 14 hour day...
10:45 PM MS- L1- Tech 3: Please let me know the best time to schedule the optimization for your computer.
10:46 PM James Parker: nightime
10:46 PM James Parker: lets say from midnight pacific time
10:46 PM James Parker: thats the best time
10:48 PM MS- L1- Tech 3: You can leave the computer right away with me, and you can go ahead with your work.
10:48 PM James Parker: midnight please
10:51 PM MS- L1- Tech 3: Okay, once you have completed with your work, please get back to us by clicking the HELP icon on the desktop.
10:51 PM James Parker: i have to go through confidential information
10:51 PM James Parker: ok
10:51 PM James Parker: which help icon?
10:51 PM MS- L1- Tech 3: Let me go ahead and show the Help icon for you.
10:52 PM James Parker: woohoo!
10:52 PM James Parker: ok!
10:52 PM James Parker: thanks
10:52 PM MS- L1- Tech 3: You are welcome.
10:52 PM James Parker: i need to clean my desktop.. :S
10:52 PM MS- L1- Tech 3: May I end the session for you?
10:53 PM James Parker: ok
10:53 PM MS- L1- Tech 3: Thank you for contacting Omnitech Support.
10:53 PM MS- L1- Tech 3: James, have a great day.
10:54 PM James Parker has revoked all permissions from MS- L1- Tech 3.
10:54 PM The customer ended the session.

On the very next day the customer came back to us by clicking on Help Icon and asked us to optimize his computer. As per the request, our technician performed the first optimization session on the customers computer. [Optimization start-time: 11:30 AM and End time: 12:50 PM]. We then sent the optimization service report to the customer that can be used as a reference point for the
tasks done by us. His denial that we did this is incorrect.

Later on the same day the customer called us stating that he was unable to access lifestream account and informed that he was unhappy with the service and wanted to talk to the supervisor. We were surprised that even after addressing his every issue and by providing resolution promptly that he was unhappy!

However, we got him connected to our senior technician to fix that issue. Then our technician fixed the issue he had with internet Radio and the customer confirmed the issue resolution.   The customer was incorrect in stating that some people paid $79 for something he paid $200 for.  The $79 dollar fee is for certain ONE-TIME resolutions, such a s virus removal, whereas his $200 is for an ANNUAL contract of monthly optimizations and unlimited online tech support.  After some back and forth, he finally gave us access to his computer and we fixed another issue for him.

Below is the issue resolution confirmation:

7:11 PM CC Tech 1: Hi, This is Tim.
7:11 PM CC Tech 1: How may I assist you today?
7:13 PM James Parker: hey
7:13 PM James Parker: tim
7:13 PM James Parker: im not happy with this company
7:14 PM James Parker: i want to talk to someone on the phone
7:14 PM James Parker: im tired of typing
7:14 PM James Parker: i paid 200 bucks and i dont see how your company helps me
7:15 PM CC Tech 1: Sorry for the inconvenience caused.
7:15 PM James Parker: the probl;em i have right now is that my internet lags now. It was fine before you guys touched my computer
7:15 PM James Parker: im starting to think your company is a greedy company that seeks out subscriptions to make a profit
7:16 PM CC Tech 1: Sorry for the inconvenience caused.
7:16 PM James Parker: im starting to think even the "technician" arent even real
7:17 PM CC Tech 1: Let me transfer the chat now to our Microsoft certified Tech for faster and accurate resolution.
7:20 PM CC Tech 13: Hi, this is Alfred.
7:21 PM Switched to P2P
7:21 PM CC Tech 13: Let me access your computer so that I can assist you better.
7:21 PM Restarting Customer Applet as a Windows system service.
7:21 PM Waiting for customer permission to elevate.
7:22 PM Customer has denied the elevation.
7:22 PM James Parker: hello?
7:22 PM James Parker: can I talk to someone?
7:22 PM James Parker: im not letting anyone remote control my computer
7:23 PM CC Tech 13: James, you can call our toll free number 1-800-966-9940.
7:23 PM James Parker: no. they told me to chat wioth you guys
7:23 PM James Parker: i asked for a supervisor and they said I couldnt talk to one
7:24 PM James Parker: they told me to go online
7:24 PM CC Tech 13: Please stay online while I have a check with concern department.
7:26 PM James Parker: id rather talk to someone on the phone...
7:26 PM James Parker: im going on ripoffreport.com
7:26 PM James Parker: this company is ALL OVER it
7:27 PM James Parker: AND most people paid only 79 dollars, I PAID 200!!!!!!!!!
7:27 PM CC Tech 13: I am sorry for the inconvenience
7:27 PM James Parker: AND MY INTERNET WONT WORK AS WELL!
7:28 PM CC Tech 13: Please stay online while our voice representative will call you in a while.\
7:28 PM James Parker: Im playing a scripted game, retartded
7:28 PM James Parker: Don you people talk normal!?!?!
7:30 PM CC Tech 13: Please give me a moment, our voice representative will call you
in a while.
7:39 PM James Parker: hello\
7:40 PM CC Tech 13: James, may i know whether you received any call from our representative?
7:41 PM James Parker: yes im on the phone\
7:42 PM James Parker: hello??????
7:42 PM CC Tech 13: I am online with you.
7:42 PM CC Tech 13: Let me access your computer so that I can assist you better.
7:43 PM CC Tech 13: Thank you for allowing me to access your computer, I am able to view your computer screen.
7:44 PM Switched to P2P
7:47 PM CC Tech 13: Could you please explain me the issue that you are facing with the Internet so that I can assist you better?
7:48 PM James Parker: what level of certifivation are you?
7:48 PM James Parker: certification?
7:50 PM CC Tech 13: James, we are different level of technicians.
 7:51 PM James Parker: ...
7:51 PM James Parker: fix my internet
 7:52 PM James Parker: my radio wont work anymore
 7:52 PM CC Tech 13: Okay, let me have a check on the Internet issue.
7:52 PM James Parker: it lags to s**t then stops completely
7:52 PM CC Tech 13: Please don't worry, I'll fix the radio and Internet Explorer issue for you.
7:53 PM James Parker: Im not happy
 7:54 PM CC Tech 13: I am sorry for the inconvenience caused to you. Let me work on the issue.
7:57 PM CC Tech 13: May I know whether you can hear the Radio sound now?
8:00 PM James Parker: i paid 200!!!!!!!!!
8:02 PM James Parker: There arent even any good reviews about you guys!!!!
 8:03 PM CC Tech 13: James, we are certified A+ from BBB.
8:03 PM James Parker: it works now
8:04 PM CC Tech 13: That's okay.
8:04 PM CC Tech 13: Is there anything else that I may assist you with today?
8:04 PM James Parker: thanks
8:04 PM CC Tech 13: You are welcome.
8:04 PM James Parker has revoked all permissions from CC Tech 13.
8:04 PM The customer ended the session
 

On May 09, 2012 we took the time and called the customer to check if everything was okay and then the customer asked for refund. As per his request, we refunded him $140.00 after deducting the contractually-stated $59.99 for cancellation and service fees for the work successfully performed. The customer agreed to that.


Below are the refund transaction details;

Transaction ID: 324352749
Auth Code: 324362

Then, we mailed the refund transaction details to the customer on the very same day. Groundless, negative reviews and complaints online are, unfortunately, one of the most predictably bothersome side effects of any business in this digital age. In fact, we have seen complaints obviously staged by competitors who cannot match our prices and quality. But, its simply not worth drawing more attention to someone whos clearly just trying to pick a fight. Here. there is just flat-out misinformation in this complaint. we invite the readers of this site to draw their own conclusions.

We are an organization, where we always try to provide the best services to our customers who truly need our support. We never scam anyone or rip off anyone. Thats simply not our policy. We do truly a great job for our customers. We treat them fairly and we expect the same in return. Our policies, prices and services are unmatchable by any others and thats why we have earned and maintained an A+ rating from the Better Business Bureau.

We have responded promptly to this issue and we have satisfied the customer.