- Report: #996182
Report - Rebuttal - Arbitrate
Complaint Review: OmniTech Support | Ripoff Report Verified Safe™ ..businesses you can trust. Commitment to customer satisfaction. Seamless protection with state of the art technology – that's what Omni Tech promises customers. Helped over 50,000 individual clients with technical support issues each year.
OMNITECHwww.techsupportpro.com Internet United States of America
OmniTech Support REVIEW: OmniTech Support clients, feel safe, confident & secure when doing business with Omni Tech Support . “Omni Tech Support has a relentless commitment to client satisfaction, regardless of the efforts required to achieve it.” Commitment to Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, ..A program that benefits the consumer, assures them of complete satisfaction & confidence when doing business. Omnitech has helped people all across the USA, Canada solved over 1,000,000 issues. Los Angeles , Californa
*UPDATE:Omni Tech Support recognized by Ripoff Report Verified™
EDitor’s UPDATE: Positive rating and recognition has been given to OmniTech Support for its commitment to excellence in customer service.
Ripoff Report’s discussions with Omni Tech Support have uncovered an ongoing commitment by the company to total client satisfaction. Omni Tech Support has worked hard to improve customer service to ensure that all clients will be satisfied with their online tech support plans and join the hundreds of thousands of customers that are satisfied with Omni Tech Support’s service. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any complaints or concerns. Omni Tech Support listens carefully to client concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in the services offered and the support for those services.
Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..
The information provided in this report is based on comments made by Mark Haverman, Shiymy Bayer, and Dominque Porche-Goode during an on-site inspection held by a third party verification company with no biases toward Customer Focus Services.
Customer Focus Service’s (CFS) target market is anyone with a computer that is trying to use it primarily for work purposes that are having problems or issues needing to be resolved which stops them from being able to accomplish tasks. The company has been providing technical support for large corporations and companies. They feel they are very skilled at solving large issues as they have been in business for over 12 years. CFS states they have resolved close to half a million issues which provides their strong expertise and development of a deep knowledge base of issues that can be resolve over that period of time.
The typical experience that a customer may experience when working with CFS starts when the client calls in about a technical problem. The client will then explain the issue and CFS will describe how to fix the problem and how much it will cost. The company then sends the client an agreement of this term which is to be signed and sent back. From there, the company works with customers to fix problems. If for some reason CFS cannot fix the problem they will refund the customer’s money and tell them where the next best place to get the item fixed.
Most of the company’s advisement in products and services is handled in the sales department. They are trained to see symptoms and know what can be done to fix issues but are not trained to do them in that department. The sales department knows general things like if X is happening then Y would usually be the answer and they’ll recommend that. CFS has all the reps ask them if everything has been resolved during the course of working with the client. They take notes during the conversation and have the reps go through each point to ask them if there is anything else they can do. The company recently started sending out a survey to everyone after they have spoken with them. It is about 10-12 question survey asking all different aspects of their experience such as: How quickly was the issue resolved? Was the issue resolved to your satisfaction? How knowledgeable was the rep you spoke to? How would you rate them? Do you have any comments? The company states they are constantly asking the customer for feedback, what their thoughts are and what they want them to do. They ask the customer what they want and if it is in reason the company tries to accommodate the request.
STATED IMPROVEMENTS FROM OMNITECH SUPPORT.
”Omni Tech Support has taken step to improve our customer service by hiring a team of expert customer service personal that work right here, with the CEO, in the corporate office. This enables us to see directly into what issues customers are bringing to our attention and we can roll out the necessary improvements and changes with moments notice, as the heads of the team work in the same office as the management.
In working with customers to make sure they understand their purchases, the company feels they have developed a pretty solid system. When the customer signs up, CFS sends them the terms of service and anything relevant to what they offer. Additionally, the company sends them an ecosign summarizing what they are paying for (the price, what is included, etc.) and the customer has to sign and send it back. After that is completed, the company will then work on their computer. The customer has to acknowledge they know what the company is doing and they agree with the charges.
Customer Focus Services wants to be able to cut the time it takes to resolve an issue. Mark Haverman stated, “Many times a customer’s computer is slow or there are issues with the computer speed or the Internet speed and we are constantly looking for ways to decrease the amount of time it takes to diagnose the issue and to resolve the issue. To that effect we are increasing our knowledge base to make sure that the agent tech support has the most current information about that issue and the fastest way to fix that. There’s still improvement to be made when our tech support is having trouble so instead of having a technician to sit there and try to work it out their self, we escalate it to a higher level much quicker. We’re investing in automated tools that will help fix the issues. There are a number of initiatives that we are in the process of that will reduce the amount of time it will take to resolve the issue. That is probably our number one thing that we need to do as an organization in order to provide a better level of service to our customers.”
The company states when resolving complaints it is taking too long to fix an issue. To remedy this, CFS basically focuses on the issue, is thorough and acts as quick as possible. They feel they actually have a knowledge base that lends to anytime anything is ever happened in any computer and was resolved successfully its added to their knowledge base. When a customer contacts the company they can discover what the problem is so that the lower tier technicians will look through the knowledge base and see what works to try first. The company is working to speed up their processes.
”Dominque Porche-Goode recalled an instance of working with a customer stating. “We had somebody from Canada who we connected his computer but his computer was painfully slow so we couldn’t run scans. We had him send his computer to us and we paid for his shipping. We tried to fix his computer here but it was so badly infected so we bought him a new laptop. He wasn’t satisfied in the beginning because it was taking too long and the techs were telling him his computer wasn’t working fast enough to have it scanned.”
Since the company has received complaints through Ripoff Report, they have started sending out surveys. Additionally, they have been following up with customers closer to when they have been escalated. The company also notes they have been taking a lot of inbound calls in their corporate office. If a customer calls the main line and it is not resolved right away they will take it in the corporate office. The difference between their office and the other office is that they can do whatever we need to in their corporate office.
Customer Focus Services feels the Corporate Advocacy Business Remediation and Customer Satisfaction Program commits to certain standards of how to deal with customers by making sure that important issues are dealt with appropriately. The company states they resolve the issues for customers or we provide them with a refund and have a number of different 24/7 customer service and support reps if they have an issue we get it resolved quickly. Mark Haverman stated “The CAP program is our commitment to following Ripoff Report’s guidelines of providing our customers a quality experience.”
Within the company’s upper management they state that they want every customer satisfied. Mark Havermen mentions, “Sometimes we cannot resolve the issue and the customer still has an issue that is beyond our capability. In that case we issue a full refund but there can be a situation where the customer still has a problem and we can’t help them. We refer them out to an offsite technician or the manufacturer and tell them we try to do whatever we can do to make the customer satisfied whether it is a full refund or a gift certificate. There have been times where we paid for the shipping for them to send the computer to our office to fix. We try to do whatever we can do to satisfy the customer within our abilities. We have learned the speed of resolution is really important and having 24/7 customer service is important. We definitely have learned things from the feedback we are getting and we have definitely built a better business from it.”
Omni Tech Support / Statements from the owner.
”Omni Tech Support has grown exponentially in the past few years to become one of the leading online tech support companies available. We have also doubled and trippled our efforts to be the best provider of 3rd party support for Microsoft products, and offer ongoing training and tips to both our staff and clients alike to ensure that the highest level of support is always available. Omni Tech Support is committed to cutting edge technology; by hiring an executive R&D department that tests the latest and greatest in tech support, we ensure that everything we do is cutting edge and will help our clients to the best of our ability.
Omni Tech Support's service team have expressed that they feel very confident doing their job. The project manager at Omni stated "The research and development team is absolutely amazing. We can login in the morning to the ever growing K-Base and find hundreds of updated articles, service materials and references that we didn’t see the previous day. With support at the level, it is understandable why we are referred to as experts.”
"Satisfying a customer’s expectations to our best ability is the best sign of growing success". Some of the other things Ripoff Report learned in the course of its investigation: typical customer feedback reads: “Omni Tech Support truly communicate all aspects of the job in a timely and effective manner. We are very pleased with the responsiveness that he and his employees show us. They are serious about meeting commitments, and deliver on all their promises."
In summary, after our investigation, which included discussions with the CEO of Omni Tech Support, and many of his past and current associates, Ripoff Report is convinced that Omni Tech Support is committed to quality delivery of services resulting in total client satisfaction.
Read more about why consumers should feel confident when doing business with a member of Rip-off Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.
Read about Rip-off Report Corporate Advocacy Business Remediation & Customer Satisfaction Program,.. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works.
As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer .. OmniTech Support technical staff did just that with no problem.
NOW TO THE ORIGINAL REPORT THAT WAS FILED
OMNITECH TECH SUPPORT PRO Omni tech only there to up sell....not to solve problem InternetThey are known as one....Omnitechsupport.com, outlooksetting.com and techsupportserve.com
Something tells me that they have a slew of other sites that connects with one as they are all the same people...the three that I am aware of is Julian, Jo and Danny. STAY AWAY
These folks are not here to fix your problem. After reading other posts, I am shocked that there were those with very similar problem if not the exact same. My problem was simply trying to access or upload my emails in outlook. You connect with a tech, they make it look like they are working on the issue, then they say they need to do a health scan check when they download "their" health program to show you a bunch of bogus errors that is supposedly on your computer. How do I know its bogus? Simple, I opened up scan program that I purchased and there was not ONE SINGLE error or red flags on my computer and all the updates were up to date. Go Figure.
Then after they show you all the bogus errors, they ask if you want them to proceed with fixing the errors and then slap you with a price you have to pay for their service. After I told them that I can have the errors taken care of locally and that I just simply want to resolve my outlook mail issue. The response was, if you take it somewhere, they will mess up your computer, yada yada yada. At that point, I still insisted to skip this step and just focus on the outlook issue. Surely this was not a necessary step.
Guess what happens next, he disconnect the chat becuase he simply did not want to talk anymore if I was not going to pay for the service. Unbelievable. They take you through all those changes. I then contacted the chat support again and talked to the same person who connected me to this sorry of an excuse technician to complain that there was nothing mentioned of health scan and paying for errors to be fix when that was never an issue. Only thing she could say was she apologize for the inconvience and asked was i ready to pay now.
Now, I managed to go back to see if I was to connect with someone else and see how it went based on a different "made up" issue. To my disbelief, this person did not say anything about a cost until I ask. The first thing they wanted to do was connect to your computer. When I ask about cost, they could not give me a price and said that it would depend on the complixity of the issue. See for yourself....
Julian: [12:52:08 PM] Welcome to Omnitech support. This is Julian. How may I help you today?Visitor: [12:52:08 PM] cannot open the microsoft program.
Julian: [12:52:31 PM] Please explain the issue in detail so that I can assist you better. Visitor: [12:53:07 PM] have microsoft office 2010 and all programs are not opening, so not sure if i need to simply uninstall and reinstall. ive put in the correct key so i know thats not the problem
Julian: [12:55:53 PM] May I know whether you are facing this issue with the same computer from which you are online with me now?
Visitor: [12:56:10 PM] yes
Julian: [12:56:32 PM] May I know whether you have confirmation Email and Product key for the purchase of Microsoft Office 2010?Visitor:
[12:56:39 PM] yes
Julian: [12:57:12 PM] Please let me know the product key for Microsoft Office 2010 installed in your computer.
Visitor: [12:58:12 PM] xxxxx-xxxxx-xxxxx-xxxxx-xxxxx
Julian: [12:58:31 PM] Thank you for the information. Could you please reconfirm whether you have confirmation Email for the purchase of Microsoft Office 2010 with you now?
Visitor: [1:01:00 PM] I just have the key, i would have to dig for the email. key is not the issue as it was accepted, it just opening programs
Julian: [1:02:24 PM] Okay, Before we proceed, please provide me your full name, email address and
phone number for our records so that we can call you back in case if you get disconnected in between the chat session.
Visitor: [1:03:12 PM] xxxxx, email@example.com xxx-xxx-xxxx
Julian: [1:03:31 PM] Thank you for the information. I need to access your computer remotely so that I can assist you better. May I go ahead?
Visitor: [1:05:53 PM] what all do you have to do?
Julian: [1:07:06 PM] I'll access your computer remotely to diagnose the issue in your computer and provide you the exact cause and solution.Shall I go ahead and access your computer remotely?
Visitor: [1:07:32 PM] is there a cost for this
Julian: [1:07:54 PM] I would like to inform you that there is no charge to diagnose the issue
in your computer; however we have a charge to go ahead and fix the issue
in your computer.
Visitor: [1:08:04 PM] and that is?
Julian: [1:08:37 PM] The cost depends on the complexity of issue, I'll be able to let you know
the cost only after diagnosing the issue in your computer. Shall we proceed with remote access?Visitor: [1:08:59 PM] thanks
(I disconnected the chat)
It is clear that the ultimate goal is for them to access your computer. Not at any point earlier in the conversation do they discuss with you the basic cost, give you details or anything. They will dupe you to access your computer, claim they need to do a health check, show you crazy amount of bogus errors from their program and then say you got to pay regardless of the original problem you first spoke of which are 99% of the time minor and simple.
Garbage! I do not recommend anyone doing any business with this company.
This report was posted on Ripoff Report on 01/13/2013 02:43 PM and is a permanent record located here: http://www.ripoffreport.com/r/OMNITECH/internet/OMNITECH-TECH-SUPPORT-PRO-Omni-tech-only-there-to-up-sellnot-to-solve-problem-Internet-996182. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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