• Report: #920736

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: Wed, August 01, 2012
  • Updated: Wed, October 10, 2012

  • Reported By: Gee — Nashville Tennessee United States of America
OmniTech Support
6380 Wilshire BLVD Los Angeles, California United States of America

OmniTech Support REVIEW: Omni Tech customer satisfaction commitment. OmniTech Support has implemented a new level of support to ensure that all customers receive the highest level of support possible. Incorporating a new level of support headquartered in Los Angeles, providing quality control so clients are always satisfied. Los Angeles , Californa
*UPDATE: Recognized by Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program as a safe business service – Omni Tech Support pledges to always resolve any issues, feel safe, confident & secure when doing business with Omni Tech Support. 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

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OmniTech Support Micheal Omni Told me that i would have a plan for 299.99 Los Angeles, California

   I was told that i would have to pay for a plan of 299.99 for a whole year I don't think that is right being ripped off just to let someone check out your computer and now nothing is working onn my computer the OmniTech Support don't know what they are doing.

This report was posted on Ripoff Report on 08/01/2012 06:31 AM and is a permanent record located here: http://www.ripoffreport.com/r/OmniTech-Support/Los-Angeles-California-90048/OmniTech-Support-Micheal-Omni-Told-me-that-i-would-have-a-plan-for-29999-Los-Angeles-Cal-920736. 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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REBUTTALS & REPLIES:
0Author 4Consumer 1Employee/Owner
Updates & Rebuttals

#1 REBUTTAL Individual responds

The Thrust of my argument remains clear

AUTHOR: Anon. - (United States of America)

Whether you are Omnitech Infosystems of Mumbai, India or Customer Focus Services of Los Angeles, CA with a large call center in Bangalore, India, it does not in any way diminish the thrust of my argument that you provided me with poor service, damaged my computer, and then could not repair the damage you had inflicted.  The number I called was 1-800-966-9940, which is your main call center number.  You did finally return part of the money I paid, but I had to pay a local Computer Co-op $100 to repair the damage you did to my computer.  And no, I am not a competitor, I was a customer. 

Another thing, you are NOT registered as your Internet information suggests as an LLC in Nevada.  And your registration for your company, Customer Focus Services, LLC was only filed in California on 11/23/2010.  I think that any time you guys get in trouble you play musical chairs with directors, management, legal papers, names, etc.  So, I cannot help but feel that this may be a fly-by-night company.
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#2 UPDATE Employee

OmniTech Support has no relation with Omnitech Infosystems

AUTHOR: OTS - (USA)

This person is confusing us with another tech support company, one whose name also starts with Omnitech. In the previous response, we CLEARLY stated that we are Omni Tech Support, along with its parent company, Customer Focus Services (www.customerfocusservices.com), headquartered in Los Angeles, California. There are thousands of customers from our numerous offices in several countries worldwide, who are getting a quality services from us for last 10+ years. Our corporate office address with contact number is as follows:

Customer Focus Services
6380 Wilshire Blvd. Ste. 1610
Los Angeles, CA 90048
Ph.(323) 658-8424
Fax.(323) 653-3374


We are not located in Mubai, India and we are headquartered with offices in Los Angeles, California. As per this persons statement against Omnitech Infosystems , we searched for Omnitech Infosystems and found that there is no company by that exact name. However, Omnitech
InfoSolutions Ltd came up while searching for Omnitech Infosystems and its official website is www.omnitechindia.com, which is also an IT company and, indeed, it is based in Mumbai, India. But,
we at OmniTech Support have no relation with that organization. Readers can easily find the difference between these two companies by visiting their website and our official websites:

www.omnitechsupport.com named as OmniTech Support;

www.fixnow.us named as Fix now.

This person might have called the other company after getting the phone number through online search and just guessed that we were them. We are a BBB-Accredited business for the last 6+
years and we have earned and maintained our A+ Rating. 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. His unsubstantiated statements about the veracity of the BBB are simply not true.

We ask Rip-off report organization to remove this totally bogus complaint.... one that sounds like it
is from a competitor who cannot match our pricing, professionalism and service.
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#3 Consumer Comment

Follow the money

AUTHOR: Anon. - (United States of America)

If you do not believe me, start by checking out Omnitech Infosystems, one of India's largest companies, based in Mubai, India, with offices in (guess where?) Los Angeles, California.  Nice try, but I am financially savvy about companies.  You can also check with the Corporate Registration Dept. of the Secretary of State's Office in California via the Internet.

Various people tell various customers varying amounts and scare tactics to solicit business.  They also tout their rating from the Better Business Bureau in Los Angeles; however, most ratings are bought and paid for in most bureaus and many bureaus have little incentive to investigate.  Consequently, you really have to be almost a mob-controlled business before a BBB will kick you out.

Indeed, most of my interactions were with people who spoke English with an Indian accent, including one who insisted that it was Friday when it was Thursday, which means that he was across the International Date Line (in India), not in Los Angeles, California.  Yeah, you might want to give your employees a little lesson in Mubai that in the United States, when it's Thursday, it's Thursday all over the country, and the date doesn't change for California.   
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#4 UPDATE Employee

If this customer were real, he was NEVER told that he had to pay $299.99 after letting us to check his computer issue.

AUTHOR: OTS - (USA)

First things first.  This person was NEVER a customer of ours. There is no record of anyone named Gee being a customer of ours. He did not pay one red cent and his allegations are baseless. He, obviously, does not understand the
remote-access technical process.

We, OmniTech Support, are not ripping anyone off; we provide cost-effective and beneficial computer repair service to thousands of our customers daily. The way the process works, is that when a customer comes to us with an issue, well run a free diagnosis to help uncover the root of the problem.  Some issues are obvious, such a help being needed in setting up
a home network, but in others, the diagnosis may uncover registry errors or malicious software. Obviously, we are a fee-based solution to our customers needs. As is clearly mentioned on our website, we offer annual and half-yearly
System Assurance plans, which offer great value, in that they not only offer monthly maintenance and tune-ups of a customers computer, but also offer UNLIMITED remote access tech support, for problems, such as virus removal, printer
and network set up, Digital Camera Support and MP3 Support, Windows support, Microsoft Office support, you name it!  If a customer doesnt want a subscription, plan, they can elect to purchase, one-time, single issue support,
which are very affordably priced.

If this customer were real, he was NEVER told that he had to pay $299.99 after letting us to check his computer issue. We neither told him to pay for those programs nor forced him, rather we OFFERRED him a choice of our System Assurance Programs.

Generally, we access the customers computer using a standard and respected remote access tool called LogMeIn which in needed to allow us to be able to check the issue in detail and to work on the customers computer in order to fix the issue. Our process is very transparent and the customer can monitor every step performed by our technician. If they wish, they
can immediately terminate the remote access by a mouse click. Every remote access session is recorded for quality assurance, which means we can also PROVE that we did nothing to this alleged customers computer nor installed any
third party software or programs which could cause any damage to this persons computer.


We do not do any phishing or any other unethical practices, we invite the complainer to provide some details regarding the issue and we would be more than happy to fill him in on what the issue was. We know what we are doing. With hundreds of Microsoft Certified Professionals amongst our technicians, we give remotely-managed computer repair services a new look. We provide resolution for all kind of software issues of Microsoft products. As always, we are here to assist people who need our Microsoft-certified technicians help regarding their any software related-issues at a low and economical cost. We perform our duties in professional manner with pride to help our customers at any time, day or night. Thats why we have earned and
maintained an A+ Rating from the Better Business Bureau.

In response to the well-intentioned #1consumer, we say that we are, indeed, a large organization, headquartered in Los Angeles, California. Omni Tech Support, along with its parent company, Customer Focus Services (www.customerfocusservices.com), has reached out to millions of customers from our numerous offices in several countries worldwide. The initial alleged customer did not pay us anything to check on his issue. We would also like to shade light on our refund policy that might not be known by #1 consumer. If you are our customer, then we always transparently disclose our refund and service cancellation policy BEFORE you sign up for our services. Anyone can find our companys Terms and
Conditions at this link: http://www.omnitechsupport.com/cj/terms.php . We do refund any paid fees in FULL if we fail to resolve a customers issue and if they are not wholly satisfied with our services. However, if any customer wishes to discontinue the service, then a pro-rated refund will be provided.  We always provide thorough clarification for any deduction for charges for services.
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#5 Consumer Comment

What???

AUTHOR: Anon. - (United States of America)

Well, if you did not think it was right, why did you buy into it?  Also, I don't think they would go so far as to call themselves "Michael Omni."  Yes, they are made-up names, because they mainly work out of the call center in Mubai, India and the company is Headquartered in that same city.  They have a smaller group in Los Angeles, CA.

You say that Omnitech support does not know what it is doing because your computer does not either perform well or has lost some functionality.  What exactly did they do to your computer?  What could it do before they worked on it versus after they worked on it?  Was this a problem you asked them to work on or was it part of the "optimization" process?

Suggest you call their 800 number and ask for a refund.  May not get all of it, but probably will get some back or refunded as credit back to your credit card.  Then, after that is done, report them to your state's Consumer Office of the Attorney General.
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