• Report: #928313

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.

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  • Submitted: Thu, August 16, 2012
  • Updated: Thu, October 04, 2012

  • Reported By: Another Victim — Greenfield Township Pennsylvania United States of America
Omni Tech Support
Los Angeles California Internet United States of America

OmniTech Support REVIEW: Omni Tech Support commitment to total customer satisfaction. Omni Tech Support’s approach is to treat each customer with respect. “Always committed to 100% customer satisfaction regardless of the necessary persistence.” Los Angeles , Californa
*UPDATE: Omni Tech Support pledges their commitment to Ripoff Report Corporate Advocacy, Business Remediation and Customer Satisfaction Program. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. Omni Tech Support recognized by Ripoff Report Verified™

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Ripoff Report Verified™ REVIEW:

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.
Armstrong Steel is Rip-off Report Verified
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

---------------------------------------

Omni Tech Support OmniTech Support Caution , Internet

I hope this will help anyone out there looking for computer repair service. Sad to say I am always checking here when I use a new service and did not this time. I used OmniTech Support service on 8/15/2012. The initial person did a check of the issue and told me there were major issues with my computer other than the problem I called with. Before I got to a technician I had to agree to the service bill and then listen to a promotion of their continuous coverage one click service which sounded like a good system. The initial steps took nearly an hour.

I became suspicious when the technician started with the Outlook issue and not the registry issues, BIOS issues, and other "major" problems. The repair of a corrupt Microsoft Outlook took 6.5 hours. Yes I was on the Net 6.5 hours watching two different technicians do the same thing over and over expecting a different result. My husband was in the room and told the technician he was putting in the wrong type of server and trying to make it work on another program. He was very concerned about the knowledge base and proficiency of the technicians. My husband's information worked the first time. The other "major problems" were never addressed and my registry was not wiped as I was lead to believe. My Nortons protection was disconnected during the service and could not be used until it was uninstalled and reinstalled by my husband. I know I was foolish to watch this go on and on but I had at that point agreed to pay for the service and it seemed a lost cause as time went on.

I notified the technician at the end of the call that we would not be taking the 20 month service agreement but he said we would have to be called by someone else. I received a call and returned it. After the tetephone was on hold so long that it went dead twice, I got through, needed to be transferred and again got a dead telephone. I then looked on this site and found the other reports on this company. I then contacted my credit card service and we went through together the same connection to a dead end twice. I was told only a manager, not the billing department, nor anyone else can cancel a service. 

 I will continue to dispute the charge for a service since I would be fearful service would not even be there based on what I am seeing here.

This report was posted on Ripoff Report on 08/16/2012 03:50 PM and is a permanent record located here: http://www.ripoffreport.com/r/Omni-Tech-Support/internet/Omni-Tech-Support-OmniTech-Support-Caution-Internet-928313. 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.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

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Updates & Rebuttals

#1 UPDATE Employee

. She has not been ripped off here, but we have provided valuable service and did not get paid anything!

AUTHOR: OTS - (USA)

Many Online Technical Support companies use various online platforms to provide a reliable and very
economical customer service and support using standard remote access tools. They are very convenient alternative for any customers looking for support and service about their products. As it is instant online communications through chat, it can seem impersonal because it lacks the nuances of normal conversation. Sometimes, it is difficult to gauge how frustrated or confused a customer might be and it is equally difficult for a customer service representative to relay understanding and willingness to help without seeming scripted or insincere. This customer obviously misunderstood our process and blamed us for everything. Certain customer service situations and questions are
better resolved through personal conversation and thats why we later tried continuously to contact her, to no avail, to conclude this matter. Apparently, at last on September 04, 2012 we refunded her $399.99 that she agreed upon. Whatsoever, you say, its our commitment or services, and we never try to intimidate. However, Ms. Jane Domaracki has not bothered to mention in this complaint that
she got the refund she wanted in spite of our spending a great deal of time
fixing her issues.

Here is what happened in short;
----------------------------------------

Ms. Jane Domaracki contacted us on August 15, 2012 with an issue: Receiving IMAP server alert while opening outlook 2010. As it is obvious that some issues are more complex than they,
initially, appears and may be linked to other issues affecting the computers performance. These situations often can need more time and advanced trouble-shooting steps and sometimes hands-on assistance by the customer to help us resolve the issue(s).

Accordingly, our technician handled the chat session and took remote access of the customers computer and checked for issues. Then we ran PC Health Check up tool and it produced a
result displaying some infections and the same result was conveyed to the customer. It must be emphasized that no prominent 3rd-party software diagnosis tool can produce a fake result!

Then the customer agreed to pay for one time fix charges to fix that issue. Later, (with customers
permission) we offered our System Assurance plan and the customer agreed to sign up with us. Then the customer paid $399.99 and signed up for Expanded Yearly Service plan and unlimited online tech support for another computer.  

After performing few trouble-shooting steps, the issue remained unresolved. Then our senior
technician worked on the issue and later the issue was resolved completely. The customer checked the issue resolution and confirmed that the issue was fixed. As the issue resolution took more time than expected, the customer was somehow displeased and asked to terminate the subscribed Yearly service plan and informed us to charge for only the initial issue fix.

Below is the chat transcript for issue resolution confirmation:
----------------------------------------------------------------------------

3:59 AM MS- L1- Tech 16: We are glad to inform you that your issue with outlook has been fixed.
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.
3:59 AM Jane: yes
3:59 AM MS- L1- Tech 16: Thank you for the confirmation.
4:00 AM MS- L1- Tech 16: May I end the session for you now?
4:00 AM Jane: i have received an error from nortons now please contac billing or me
4:01 AM Jane: for me
4:01 AM MS- L1- Tech 16: Okay Jane, I had stopped the norton service for 1hour.
4:01 AM Jane: i will pay for this session however I am not happy with this service for 20 more months
4:02 AM MS- L1- Tech 16: I need to reboot the computer for starting the norton service
again.

4:03 AM Jane: please transfer me to someone in billing i have been on here 6 and 1.2 hours and all it was was a classificaton of an email  server! I need billing to contact me now
4:03 AM Jane: i will reboot the computer and restore nortons myself thank you
4:03 AM Jane: thank you for your help anyway
4:04 AM Jane: REpeat-- I dont want this service for another 20 months
4:04 AM MS- L1- Tech 16: Okay Jane, I will assign callback.
4:05 AM Jane: thak you
4:05 AM Jane: thank you
4:05 AM MS- L1- Tech 16: Our voice team will contact shortly.
4:05 AM Jane: ok ill be here
4:05 AM Jane: have a nice day
4:06 AM Jane: please disconnect the remote servuce now
4:07 AM MS- L1- Tech 16: Okay Jane, our supervisor will call you shortly.
4:07 AM Jane: ty
4:07 AM MS- L1- Tech 16: Have a great time ahead.
4:08 AM The customer ended the session.

On August 16, 2012 our Billing Department called the customer regarding refund but it reached voice mail. Then the customer called us back but unfortunately, we could not communicate with her due to some technical issues. BUT, on the very next day we again called the customer to settle the matter, but we reached voice mail again and we left a voice message. In addition to that, we sent an email to the customer requesting to get back to us to conclude the matter. But there was no
response from the customer.

However, on September 04, 2012 we again called the customer and on the same day we refunded her $399.99 as per her request and sent a refund confirmation mail to the customer. The customer agreed to it.

Below are the refund transaction details;
--------------------------------------------------

Transaction ID: 358535136
Auth Code: 358545

She claimed in her complaint that we turned off her antivirus; our technician did turn temporarily off her Norton Antivirus which we told her, as to do so was required for us to perform some advanced trouble-shooting steps, that the antivirus would not understand.  Its just like if you receive an error message (for example, this Java error message) while attempting to install the Planning and Budgets system contributor web client, you may first need to temporarily disable your antivirus program. Then, you can install the Planning and Budgets system web client. And then you can re-enable the antivirus program (select it from the Start menu, or log off your machine then log back on). Thats what our technician tried to do on her system in terms of resolving the issue. She, apparently, did not understand this and she did not allow us to turn on the Antivirus. 
 
Sometimes the customer is not always right, sometimes they are misinformed; sometimes they do not wish to cooperate with the Merchant, if they do not get their preferable (even if its unattainable) solution immediately. In this particular case, her initial issue, we resolved effectively and in timely manner and the customer even confirmed the issue resolution! As the customer was not willing to continue the service plan, we refunded her the FULL amount (which we did not need to do, given the cancellation terms and conditions she had already agreed to).  Her complaint is 100% baseless.  She has not been ripped off here, but we have provided valuable service and did not get paid anything!

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. 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.
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