Omni  my bad experience with Omnisupport, Internet

In this digital world, it is inevitable that organizations that provide products or services will get complaints. OmniTech Support has also had a few unhappy customers, but that number is a tiny fraction in proportion to the tens of thousands of our satisfied customers. We have resolved or refuted 100% of any complaints against us, real or bogus. Out of courtesy, many organizations provide a common platform, such as online complaint forums or complaint blogs to shed light on the Service Providers and their impact on customers. Among these complaints, a few might have some merit due to a misunderstanding of the services rendered and, unfortunately, others are biased, planted by a competitor, or simply not reasonable to an informed person. The Ripoff Report is one of those respected organizations and we sincerely appreciate their efforts to convey to companies any upset customer’s complaints and feedback.

 Ms. D**** contacted us on April 11, 2013 with a complex issue related to her Operating System: “Help and support files are deleted after a Microsoft Fix it and need to reinstall it” and paid $249.99 to fix the issue. We did also informed about our various Service Plans & Offers, as they are beneficial and cost effective for our customers by offering monthly maintainence and unlimited tech support, but she declined the upgrade.

 The service charge of $249.99 was conveyed to the customer and we charged her only after her acceptance of service agreement, which includes details of our generous refund policies.

 However, the issue was not fixed at that moment, as the chat was disconnected even before our technician initiated the resolution steps, due to the instability of her Internet connectivity.

 Immediately, we called her back and got her connected to our senior technician. There are many sides and approaches to a problem or issue which we will have to select the one which is more efficient (& convenient) for the customers. Here, the technician tried to resolve the issue by manually installing the missing Windows Help Files and registered it with Windows registr,y but it did not resolve the issue. Then, the technician created a Windows User Account and checked the issue in new User Account. The issue was same in New User Account also. This indicated that the issue was with Operation System files/registry related not with Windows User Account. Therefore, the technician performed System File Checker Scan to check any Integrity Violation in Windows System Files and registry.

 System File Checker scan found Windows Integrity Violations (corrupted files) but was unable to fix it automatically. Therefore, the next step to resolve the issue was to repair the Windows Operating System itself, it being the last & the only option.

 The technician conveyed the same message to Ms. D****, took the permission from her and initiated Windows 7 Operating System download in her computer. It was showing it was going to take 2+ hours to finish the download. Therefore, technician asked her to get back to us once the download finished. 

 On the very next day, April 12, 2013 customer came to us and the issue was resolved after repairing the Operation System and she also gave the confirmation for the same.

 C-TECH 19: Please be online for a moment.

CC-TECH 19: Brenda, I will be online with you, please have a check and let me know if the issues have been fixed.

Brenda D****: do you want me to go online now

CC-TECH 19: Yes Brenda.

Brenda D****: It all seems to be working now

Brenda D****: has this been as stressful to you as me

CC-TECH 19: Not much Brenda, I am glad that the issue was resolved.

Brenda D****: is documents in my e-mail in case there is a problems not fixed that the first tech caused, I haven't seen yet, that I can contract you later for help

Brenda D****: help files my only problem i had is fixed

Brenda D****: thanks for understanding when I got so stressed I had a melt down

CC-TECH 19: Okay Brenda, you can contact us for further reference by clicking on the HELP icon.

CC-TECH 19: I do understand your concern.

Brenda D****: thank you so much - know how click on help icon

The Windows activation key is a case-sensitive Alpha-Numeric code, and if a single code is not matching then the whole key have to be entered again. Even, it might get block if we entered more than the number of trial permitted.

The activation code which the customer entered at first was incorrect, so we requested her to re-entered again. On the third time, the activation was successful as the code was entered correctly.

After this, Ms. D**** contacted us with many other issues (Printer issue, Windows Update issue, remove application Belarc and u-torrent, Need to free hard disk space in windows 7 & Need to remove Bonjour and Apple software update.) and we have resolved all the issues. She also gave confirmed for all the above issues.

On April 18, 2013 customer made a Rip-off complaint and we tried calling her in order to address her concern but were unable to get through.

As the initial issue was complex and Operating System component related, hence it took longer than expected time to fix the issue completely. System File Checker scan and Operating System download consumed most of the troubleshooting time which also depends on the system performance and the internet speed. The technician did not work on the customer’s online for the whole 32 hours as claimed by Ms. D****. As most of the resolution part involves download and scanning the files, the technician did not stay on the remote access for the whole entire time. The technician informed the customer to get back to us once the process was over as mentioned above. The customer did agree and follow as informed.

Here, Ms. D**** also failed to Outline the extra FREE help we have provided to her after the initial issue was completely fixed, even though she had paid only to fix the issue for which she contacted us at the first place. We valued our customers and as a courtesy and we provided the extra help, so that she could understand how useful ongoing support is.

 In conclusion, we believe that customers are human and deserved to be treated fairly and with dignity and respect. To the best of our abilities, we bend over backwards to make sure our customers are satisfied.  That’s why we have earned and maintained an A+ rating from the Better Business Bureau.

My help files were accidental deleted.  I knew I couldnt uninstall and install them back without losing my data.  I did not know how to get only the help files from the install DVD to load back into Windows 7.  I went to Microsoft Community to find help.  I assumed they were more familiar with Windows 7 and it would be a fast simple solution to reinstall the missing files. 

April 11th, 11:00 A.M contacted Omni to reinstall the help files.

I have never been had so pressured to upgrade to a better plan with a six month warranty and etc. in my life.  Finally I told the tech to fix whatever he could with the money I had already paid.  Then he started telling me about all of the numerous problems on my system.  Finally after the first tech realized he wasnt going to be able to fraud me with his deceiving information, he started tests, checks, helps, and etc.  We got disconnected several times.  I called the phone support twice but couldnt understand a word the woman said.  I asked her if there was anyone that spoke English that I could talk to.  No reply.  Every time I was able to log back onto the Internet help, I was assigned a new tech and they went through the same test, checks, reinstall programs, and created new issues that had to be addressed.  They worked the entire night trying to reinstall the one file and fixing all the issues they created each time they tried to install files. 

Twenty six hours later, the tech was still working on fixing the issues.  They kept telling me it would be fixed soon.  Four or five times the tech said the issues were fixed and the system was working property.  I went back on the system and found new problems they created.  I logged back onto your internet tech help.  Same bull over and over.  I couldnt download any photos to or from e-mail.  They had to straighten my library files, which they messed up.  My Comcast voice mail would not work.  They had to redo the path to photo files and straighten it up.  My Firefox and bookmarks were connected to another program they installed and wouldnt work.  I had to go to the store and by a DVD.  Once when they tried installing one of their programs the system said wasnt enough memory.  Then tech asked me if he could uninstall updates.  I told him no; because, Microsoft sends updates security patches to protect your system against the latest virus.  They had to reinstall the printer. They asked me numerous times for me to type my Windows 7 confirmation code in.  I told them that I could read.  Next they insisted that my Windows 7 was not an original.  I told them I purchased it from the internet Microsoft Store.  After insulting me numerous times with repeated questions because they assumed I was retarded or was giving them incorrect information because they couldnt fix the issues, they realized, I was not the one wrong. 

April 14th
It took nearly thirty two hours for the techs to install the help files.  I have never experienced this magnitude of problems in my forty years with computers.  I know enough about computers to know that any professional tech would not have taken over an hour to reinstall the one deleted file.  I was charged twice the amount that I was charged in past experiences.  If I am not compensated for the mental anguish I experience for the extended length of time, almost thirty two hours, I am going to protest loudly.

April 17th
Omnisupport called several to ask me if the issue was fixed.  I told yes and how unhappy I was with their service.  They said they were sorry for the inconvenience.  The last time I called they ask me if I was with Time or something - hard to understand them.  Waste of my time talking to them.  Will never use them again and will advise the people I connect with not to either.