• Report: #968672

Complaint Review: Omnitech Support

  • Submitted: Tue, November 13, 2012
  • Updated: Thu, January 14, 2016

  • Reported By: CodyY — Fort Worth Texas United States of America
Omnitech Support
Internet United States of America

Omnitech Support I urge you not to sign up with Omnitech Support. They are a waste of money and will stonewall you if you try and get a refund. Internet

*Consumer Comment: You can Even Trust the BBB anymore. Fraud Alert BBB Scam!

*Author of original report: Dishonest

*UPDATE Employee: We always try to meet our customers needs and expectations. Thats why we have earned and maintained an A+ rating from the Better Business Bureau.

*UPDATE Employee: As we refunded this customer and he agreed for the refund and service cancellation, we sincerely hope this resolves his complaint.

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I signed up with Omnitech Support. They put me on a program providing monthly maintenance remotely on my computer.

They did okay for a few months but began missing their scheduled monthly maintenance appointments. During these times I was instructed to leave my computer online and accessible for certain window of time. The following morning I would go to my computer and find an email from them saying their system had failed to include me in the schedule and the problem was now corrected.

I am still not confident they have that issue fixed. I complained each time and was told the problem was resolved. Time after time it turned out it wasn't.

Shortly before the most recent session my hard drive began spinning continously and System Idle Process began running non-stop. After the session it was still happening so I contacted them to resolve the issue.

After 2 hours of the technician messing around with things that had nothing to do with the issue I described he started insinuating the System Idle Process should run continously. I assured him that was very bad information and totally inaccurate.

I went to lunch and when I returned he had started a third party spyware sweeper, one that I had installed on my own, and has disconnected from the help session.

I spent the next several hours being transferred all over the company and being put on hold. At around the 6 hour mark I told them that was all I could take and I just wanted a refund. Roughly 45 minutes later I was asked to hold again. I declined that offer.

I was then told someone would get back to me in the next few days and they would consider my request. My hard drive is still spinning.

This report was posted on Ripoff Report on 11/13/2012 02:43 PM and is a permanent record located here: http://www.ripoffreport.com/r/Omnitech-Support/internet/Omnitech-Support-I-urge-you-not-to-sign-up-with-Omnitech-Support-They-are-a-waste-of-mon-968672. 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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REBUTTALS & REPLIES:
1Author 3Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

You can Even Trust the BBB anymore. Fraud Alert BBB Scam!

AUTHOR: ericbradshawhouston - ()

http://bbbscam.net/
 

You cant even trust the BBB anymore.. Fraud Alert!! BBB is a Scam! Pay for Grades even if youre a scam business the bbb will give you and A+rating so you can continue ripping people off!!

http://www.youtube.com/watch?v=Yo8kfV9kONw

http://abcnews.go.com/Blotter/business-bureau-los-angeles/story?id=18706507

http://www.mechanicsresponds.com/

http://bbbscam.net/
  

Brian Ross with 20-20 just sut down the BBB for Fraud! Here is the reports and why your having issues with the bbb trying to hurt your business...

http://www.youtube.com/watch?v=Yo8kfV9kONw

http://abcnews.go.com/Blotter/business-bureau-los-angeles/story?id=18706507

THIS IS HOW THE BBB OPERATES. THIS COMPANY HAS PAGES AND PAGES OF RIP OFF REPORTS. OVER 200 COMPLAINTS WITH THE BBB AND YET EVEN THOUGH THIS COMPANY IS UNDER INVESTIGATION WITH THE SECRET SERVICE FOR CREDIT CARD FRAUD THE BBB GIVES THEM AN A+RATING SO THEY CAN CONTINUE RIPPING FOLKS OFF AND PAYING THE BBB FOR
THE GRADE!!!

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#2 Author of original report

Dishonest

AUTHOR: CodyY - ()

I was given a refund and intended to let this go but when I saw their rebuttal I had to respond. There is allegedly to the FACT they repeatedly failed to log in and work on my computer. They never denied this was their error after I had to take the time and call them to let them know they missed it. The answer was always, "We had an error in our system and it will be taken care of for sure next week for your scheduled session."

They claim they have call logs which show I wasn't on hold for 45 minutes. If they do, their logs as inaccurate. That is another fact. I wouldn't be surprised based on how disorganized they appear to be.

Yes, I accepted a partial refund because they did fix my original issue and I felt it was fair to compensate them for that.

My advice to OmniTech, don't provide bad service and then accuse the customer of lying in a public forum.

My advice to prospective customers, just don't...
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#3 UPDATE Employee

We always try to meet our customers needs and expectations. Thats why we have earned and maintained an A+ rating from the Better Business Bureau.

AUTHOR: OTS - ()

We refunded $116.66 to this customer after a deduction of $83.33 for the service rendered by OmniTech Support per the refund policy, which all customers agree to. However, Mr. Cody Yates failed to mention in his complaint regarding the refund he received promptly.
 
On June 19, 2012 the customer came to us with CD/DVD drive issue and paid $199.99 for a Yearly service plan, which includes monthly optimizations and unlimited online tech support. Our technician checked the issue and informed him that the issue is hardware-related and we cannot fix it, remotely. Also we suggested contacting local service center to fix CD/DVD drive issue and the customer agreed. As per the customers complaint, he didnt fix the issue by contacting a local technician.  Then the customer asked us to fine-tune his computer to make it work faster because his computer was very slow. Our technician fixed that issue and performed the 1st Optimization session on the customers computer.
 
Regarding Optimization sessions, generally we schedule times customers convenience to perform optimization session and we perform optimization session on that scheduled date. In order for us to perform an optimization session, a customers computer must be on and connected to the Internet and logged in.  In this case, we could not regularly perform optimization session on the customers computer as either  his computer was not remotely accessible or sometimes there was no username and password to login. However, we always remind our customers beforehand through emails and calls so we can perform optimizations successfully on their computer. We followed the same procedure for Mr. Cody Yates too. His statement find an email from them saying their system had failed to include me in the schedule and the problem was now corrected. is a confusing contradiction in terms.
 
From June through November 2012, the customer contacted us with several issues and our technician fixed those issues. We have customers confirmation for these fixes and we have complete chat transcripts to prove this.
 
On November 13, 2012 the customer called and asked for a full refund saying that he is facing many issues with our service as our technicians have allegedly failed to perform an optimization on the scheduled date. We cant do an optimization session if we cant get access to his computer.  Its that simple. As per his request, on November 14, 2012 we refunded the amount of $116.66 after deducting $83.33 for the many services rendered by OmniTech Support. The transaction details of the refund initiated are given below;

Transaction Approved:
----------------------
Auth Code: 382202524
Ref #: 382192501
 
We sent an email regarding the refund status and also called the customer but the customer was not available.
 
Mr. Cody Yates received valuable services from OmniTech Support at each instance. We never put him on hold for 45 minutes and that can be proven by the chat transcripts and call logs, each line of which is time-stamped. We tried to give the best service to him, but we didnt get proper cooperation from the customer at times. Again, we have chat transcript and call logs to justify our statements.
 
As we refunded this customer and he agreed for the refund and service cancellation, we sincerely hope this resolves his complaint. We always try to meet our customers needs and expectations. Thats why we have earned and maintained an A+ rating from the Better Business Bureau.
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#4 UPDATE Employee

As we refunded this customer and he agreed for the refund and service cancellation, we sincerely hope this resolves his complaint.

AUTHOR: OTS - ()

We refunded $116.66 to this customer after a deduction of $83.33 for the service rendered by OmniTech Support per the refund policy, which all customers agree to. However, Mr. Cody Yates failed to mention in his complaint regarding the refund he received promptly.

On June 19, 2012 the customer came to us with CD/DVD drive issue and paid $199.99 for a Yearly service plan, which includes monthly optimizations and unlimited online tech support. Our technician checked the issue and informed him that the issue is hardware-related and we cannot fix it, remotely. Also we suggested contacting local service center to fix CD/DVD drive issue and the customer agreed. As per the customers complaint, he didnt fix the issue by contacting a local technician.  Then the customer asked us to fine-tune his computer to make it work faster because his computer was very slow. Our technician fixed that issue and performed the 1st Optimization
session on the customers computer.

Regarding Optimization sessions, generally we schedule times customers convenience to perform optimization session and we perform optimization session on that scheduled date. In order for us to perform an optimization session, a customers computer must be on and connected to the Internet and logged in.  In this case, we could not regularly perform optimization session on the customers computer as either  his computer was not remotely accessible or sometimes there was no username and password to login. However, we always remind our customers beforehand through emails and calls so we can perform optimizations successfully on their computer. We followed the same procedure for Mr. Cody Yates too. His statement find an email from them saying their system had failed to include me in the schedule and the problem was now corrected. is a confusing contradiction in terms.

From June through November 2012, the customer contacted us with several issues and our technician fixed those issues. We have customers confirmation for these fixes and we have complete chat transcripts to prove this.

On November 13, 2012 the customer called and asked for a full refund saying that he is facing many issues with our service as our technicians have allegedly failed to perform an optimization on the scheduled date. We cant do an optimization session if we cant get access to his computer. 
Its that simple. As per his request, on November 14, 2012 we refunded the amount of $116.66 after deducting $83.33 for the many services rendered by OmniTech Support. The transaction details of the refund initiated are given below;

Transaction Approved:
----------------------
Auth Code: 382202524
Ref #: 382192501


We sent an email regarding the refund status and also called the customer but the customer was not available. 

Mr. Cody Yates received valuable services from OmniTech Support at each instance. We never put him on hold for 45 minutes and that can be proven by the chat transcripts and call logs, each line of which is time-stamped. We tried to give the best service to him, but we didnt get proper cooperation from the customer at times. Again, we have chat transcript and call logs to justify our statements. 

As we refunded this customer and he agreed for the refund and service cancellation, we sincerely hope this resolves his complaint. We always try to meet our customers needs and expectations. Thats why we have earned and maintained an A+ rating from the Better Business Bureau.
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