• Report: #871738

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: Sat, April 21, 2012
  • Updated: Wed, May 30, 2012

  • Reported By: Ashley — Kentucky United States of America
Omnitech Support
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™

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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

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

Omnitech Support Repair didn't work, company refuses to refund as promised Internet

My laptop was having a great deal of trouble booting up, so I figured it was time to contact a technician and that the best place to start would be with the manufacturer - Sony. I reached an Omnitech technician through the link on Sony's support website, and the technician assured me that the problem I was having with my computer was a result of a software issue and that they could fix it.

After being outright told that I would be able to receive a refund if the remote access repair did not fix my problem, I agreed to let them access my computer for a charge of $79.99. I was a bit put off by the fact that there was no troubleshooting, but since I had been guaranteed a refund if they were wrong about what was needed to fix the laptop, I figured I had nothing to lose. 

Within 12 hours, my computer would not boot up without several tries again. I spoke with another local technician who told me that he believed the problem was hardware. I called Omnitech to request a refund because the repair had not worked. They refused, telling me that I had confirmed the issue was resolved. What I had said at the time was that it seemed okay, but the problem was that the computer would crash and not boot back up so it was a bit hard to say for sure. I had asked if I could contact them if the problem came back within the next few days. I asked to speak with a supervisor, and was still told that I could not have a refund because I had said that the computer seemed okay. 

If they had refunded my money I might have considered using them again in the future, but this has ensured that I will not only never do business with them again, but will avidly advise my social network to stay away as well. I regret ever trusting them. 

This report was posted on Ripoff Report on 04/21/2012 11:01 AM and is a permanent record located here: http://www.ripoffreport.com/r/Omnitech-Support/internet/Omnitech-Support-Repair-didnt-work-company-refuses-to-refund-as-promised-Internet-871738. 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:
3Author 2Consumer 0Employee/Owner
Updates & Rebuttals
First of all, wed like to thank Ms. Ashley, for taking the time to add the kind words with respect to the professionalism and courtesy of our agents.  To be clear, however, she wasnt denied a refund; we simply asked to have more time to tackle her issue, or, at the very least , to confirm that the issue had reoccurred, or was hardware-related. Thats a pretty normal request after having performed work on her behalf. Often, when an issue is software or registry related, step-by-step solutions need to be tried.  This often results in the need to reboot the system and the customer come back in to us on chats.  In fact, when she confirmed that her computer seemed okay after we worked on it, we told her to be sure to contact us again, if the problem, came up again.

Below is her issue resolution confirmation:

8:24 AM Sony Support- Tech 16: Ashley, I understand that the issue is resolved now; is that correct?
8:24 AM Ashley: Hopefully. All the restarts seemed to go very smoothly
8:25 AM Sony Support- Tech 16: Okay, Ashley.
8:25 AM Sony Support- Tech 16: Ashley, you came to us with the issue that the computer needs to be restarted several times to boot to the Windows.
8:25 AM Sony Support- Tech 16: Now you have checked and confirmed that the issue is resolved.
8:25 AM Sony Support- Tech 16: Can I take this as the confirmation that the issue is resolved?
8:26 AM Ashley: Yes. If the problem begins again in the next few days, can I follow up?
8:27 AM Sony Support- Tech 16: Thanks for the confirmation.
8:27 AM Sony Support- Tech 16: As I have performed all the troubleshooting steps for the issue, the issue should not reappear again.
8:27 AM Sony Support- Tech 16: Please get back to us if the issue persists within 15 days.
8:27 AM Ashley: Wonderful. Thank you!
8:27 AM Sony Support- Tech 16: You are welcome.
8:28 AM Sony Support- Tech 16: You are welcome.
8:28 AM Sony Support- Tech 16: It has been pleasure assisting you today.
8:28 AM Sony Support- Tech 16: Good Bye and Thank you for contacting Sony Online support.
8:29 AM Ashley: Have a good night
 

With a decade of experience, we have found that the vast majority of computer issues, especially with high-quality systems like Sony builds, are NOT hardware related. A virus, for example, which is a very common ailment, is certainly not the result of a hardware failure, instead it is the result of malicious software causing the hardware to run improperly.  So, the comment another individual added to the blog that remote access is only a 50:50 shot, is simply not correct.  Remote access is the intelligent way to begin to resolve an issue if the computer can boot up and connect to the Internet.  Remote access is incredibly convenient, as the computer does not have to be taken to a repair center and it is economical as well. An individual whose computer can boot up and connect to the Internet would be profoundly foolish to automatically take their computer to physical support location, without investigating whether remote access could help resolve the issue.  Otherwise, its like throwing good money away.
 

On May 04, 2012 this customer sent us an email asking for a refund again. Upon reading her email, we promptly refunded the full amount of $79.99, in spite of having done work on her behalf. The transaction details of the refund initiated are given below;

Transaction Approved:
----------------------------

Auth Code: 323386481
Ref #: 323376458

Amount: $79.99 USD


On May 07, 2012 we mailed the refund transaction details to the customer. We tried to call her to let her know about the refund, but we could not reach her. We want our customers to be 100% satisfied with our work and we will bend over backwards to make that happen.  Thats, in part, why we have earned and maintained an A+ rating from the Better Business Bureau.
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#2 Author of original report

Resolved - through Sony?

AUTHOR: Ashley - (United States of America)

I finally decided to contact Sony with my Omnitech issue (as I got the service through a link on their site), and got a response almost immediately. They asked me to send my receipt and apologized for the issue, and about a week and a half after sending them my receipt, I've just received a notice that the full amount is being refunded. 

I understand that any company has to protect their profits and that Omnitech can't just refund any and every transaction with no proof or questioning. I do still object to the fact that they say you can be refunded if the issue is not resolved, but do not say at what point they consider that rescinded. With computers you often don't know if a repair has been successful immediately. Especially in cases like mine, where the problem comes up upon the computer crashing. 

I'm not sure if the refund was given to me from Sony or Omnitech, or how any of it worked. It would be a shame if the money came from the company that didn't get paid to begin with. However, I'm getting my money back and I'll be hopefully seeing a local technician soon. Thank you, Sony, for taking care of it. 
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#3 Author of original report

Thank you for the note

AUTHOR: Ashley - (United States of America)

Honestly I know I should have been wary, especially after being told it was likely hardware. Generally speaking I always have someone reliable look at my laptop. This time I was so worried about it that when I was told (by a company endorsed by Microsoft and Sony, no less!) that it was fixable, I hopefully believed it could be true. 

This experience has guaranteed that I will use a well-reviewed, physically local technician in the future - one that is willing to stand by their refund guarantee should a problem come back within an unfeasible amount of time (because let's face it - it doesn't matter one bit if someone says "Oh, you fixed it up lovely!" If the problem shows itself to not be gone within less than 12 hours, obviously the repair was a failure). It has also guaranteed that I will learn more about the hardware side about my computer so that I can know a little better whether or not I should accept someone's solution. 

Thank you for your words of advice. 
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#4 Consumer Comment

I have seen this

AUTHOR: MochaG - (United States of America)

similar issue with Omnitech support on this website. Aother similar report was about letting them fix the computer. Then the problem got worse, and they offered even more expensive service ($199 or so) to have their tech look at it...

It is not possible to FIX the root cause of a broken computer via the Internet for most cases. In other words, you would have only 50:50 chance of getting it fixed, and most cases they are just simple misused or misunderstood by the user.

I would recommend to find someone who really know about computer to look at your computer if it has a problem. Your friends may be able to help as long as their own computers and have knowledge in computer hardware/software. If my friends ask me to fix their computer, I have no problem to take a look and try to troubleshoot for them.

I am sorry to hear about their incompetent work. Hope you get it fixed soon.

PS: There are several causes when a computer does not want to boot up in your case. 1) Certain sectors which contain important info for booting in your hard drive has gone bad (hardware), 2) Your whole hard drive is dieing (hardware), 3)Your mother board is dieing (hardware), 4) Certain OS configuration files are corrupted (software), 5) Viruses (software). Normally, fixing via the Internet could solve only #4 and would not be able to find out the cause of #1~#3. Also, it may or may not be able to fix #5.
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#5 Author of original report

Update/Extra Information

AUTHOR: Ashley - (United States of America)

I would like to add that though I am not at all happy that the refund policy was not properly dealt with, it should be mentioned that the staff I spoke to were not rude or disrespectful, and that they did offer to have an employee look at the computer again to see if they could repair it on a second try. Because I was frustrated with the issue at hand and I feel very sure my issue is a hardware one after talking to some other people, I voluntarily turned this offer down. 
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