• Report: #880099

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, May 09, 2012
  • Updated: Wed, May 30, 2012

  • Reported By: fotoshawt — Vancouver British Columbia United States of America
Omnitech Support
Internet United States of America

OmniTech Support REVIEW: OmniTech Support executive team and employees are committed to customer satisfaction. Omni Tech Support’s goal is to be the leading online technical support company in regards to customer satisfaction, will go all lengths to achieve their goal. Los Angeles , Californa
*UPDATE: Omni Tech Support pledges their commitment to always improving their operations by joining Ripoff Report’s Corporate Advocacy, Business Remediation and Customer Satisfaction Program. A program that benefits the consumer by increasing their confidence when doing business with a member business. OmniTech Support recognized by Ripoff Report Verified™ as a safe business service.

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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 SCRIPTED RIP OFF Los Angeles, Internet

Boy have I been scammed, royally. This company is a classic recipe for scam. If you have ever worked for a telemarketing company you would know what im talking about.

The first thing you get is the classic `how may I help`attitude. I had a small problem with Microsoft publisher and they told me it was because I had a bunch of infections (bullshit).

They said if I paid 300 bucks that they could fix the problem, i said no. But, as the sales game works, they highball you. They then said that they could offer me their support for only 200 bucks. I unfortunately said yes to their service, horrible idea. Sadly, they send you the Terms and Agreement AFTER you pay them!! I am so naive!

They then accessed my computer via remotely, and "optimized" my computer (bullshit). 

The next day (today) I had a look at ripoffreport.com, and realized what a horrible mistake I have made. 

They repeatedly told me that they were microsoft certified, and couldn't prove it. I asked them what qualification they had, and they wouldnt tell me, they said they aren't allowed to give that information....retarded!

If you gave money to them you might as well say goodbye to it. They are what we call a "professional" scamming company. 

All I had to do was change my default printer to fix the original problem.





This report was posted on Ripoff Report on 05/09/2012 08:16 AM and is a permanent record located here: http://www.ripoffreport.com/r/Omnitech-Support/internet/Omnitech-Support-SCRIPTED-RIP-OFF-Los-Angeles-Internet-880099. 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

Here, there is just flat-out misinformation in this complaint. we invite the readers of this site to draw their own conclusions.

AUTHOR: OTS - (USA)

Mr. James Parker called us on May 08, 2012 and told us that he had an issue with MS Publisher. We assisted him to get connected to our technician to fix that issue. Accordingly, our technician handled the chat and the customer granted us one time remote access. Then our technician ran a PC health check and indeed found some infections. We cant create a bogus result with the PC health check scan, as it a program we have purchased and cannot alter. We use to do this PC health check up as to make sure that there would be no impact before or after we work on the computer following the basic or advanced troubleshooting steps. The program clearly showed that the customers computer was infected, so his claim that all that needed to be done was to change his printer settings is inaccurate.

Then we offered him our basic service plan as its beneficial and economical in that it includes monthly optimization and UNLIMITED on-line tech support for a full year.  Generally, our yearly service plan costs $299.99 and occasionally its $199.99 due to occasional seasonal discounts, this person paid $199.99 and opted for the yearly plan.

We are very transparent and stated our service policy upfront on our website. This customer saw the terms and conditions before he signed up with us.  

Then our technician resolved the MS Publisher issue and the troublesome Virus issue. The customer confirmed the issue resolution. 

Below is the issue resolution confirmation:


10:38 PM MS- L1- Tech 3: After that you can change it back to Brother printer as default.
10:38 PM James Parker: i think i willl just change the prionter in the settings now, so that the desktop writer one can remain my default, printer, would that work too?
10:38 PM MS- L1- Tech 3: No, if you want to take print outs it won't work.
10:39 PM MS- L1- Tech 3: I suggest you that whenever you need assistance please contact us by clicking on the Help icon on the desktop.
10:39 PM James Parker: ok
10:39 PM MS- L1- Tech 3: We will be here to assist you 24/7
10:39 PM James Parker: thanks phil
10:40 PM James Parker: to answer your previous question, yes you guys fixed my problem!
10:40 PM James Parker: aznd more!
10:40 PM James Parker: ....2 hours later
10:40 PM MS- L1- Tech 3: We are glad to inform you that your issue with the Microsoft Publisher and removing the infections from the computer is fixed.
10:40 PM MS- L1- Tech 3: 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.
10:41 PM James Parker: YES
10:41 PM MS- L1- Tech 3: Thank you for the confirmation.
10:41 PM James Parker: your welcome
10:41 PM MS- L1- Tech 3: Is there anything else, that I may assist you today?
10:42 PM James Parker: nope, i need to get back to work...thanks phil
10:42 PM MS- L1- Tech 3: You are welcome, James.
10:43 PM James Parker: can i get my computer back now?
10:44 PM MS- L1- Tech 3: Yes, James.
10:44 PM MS- L1- Tech 3: May I schedule the optimization in the computer now?
10:44 PM James Parker: sure
10:44 PM MS- L1- Tech 3: Optimization will take 2-3 hours to complete, and you cannot use the computer during optimization.
10:44 PM MS- L1- Tech 3: Is that okay with you?
10:45 PM James Parker: i thought the other guy already did that....can we reschedule?
10:45 PM James Parker: i really need to get back to work, i dont want to work another 14 hour day...
10:45 PM MS- L1- Tech 3: Please let me know the best time to schedule the optimization for your computer.
10:46 PM James Parker: nightime
10:46 PM James Parker: lets say from midnight pacific time
10:46 PM James Parker: thats the best time
10:48 PM MS- L1- Tech 3: You can leave the computer right away with me, and you can go ahead with your work.
10:48 PM James Parker: midnight please
10:51 PM MS- L1- Tech 3: Okay, once you have completed with your work, please get back to us by clicking the HELP icon on the desktop.
10:51 PM James Parker: i have to go through confidential information
10:51 PM James Parker: ok
10:51 PM James Parker: which help icon?
10:51 PM MS- L1- Tech 3: Let me go ahead and show the Help icon for you.
10:52 PM James Parker: woohoo!
10:52 PM James Parker: ok!
10:52 PM James Parker: thanks
10:52 PM MS- L1- Tech 3: You are welcome.
10:52 PM James Parker: i need to clean my desktop.. :S
10:52 PM MS- L1- Tech 3: May I end the session for you?
10:53 PM James Parker: ok
10:53 PM MS- L1- Tech 3: Thank you for contacting Omnitech Support.
10:53 PM MS- L1- Tech 3: James, have a great day.
10:54 PM James Parker has revoked all permissions from MS- L1- Tech 3.
10:54 PM The customer ended the session.


On the very next day the customer came back to us by clicking on Help Icon and asked us to optimize his computer. As per the request, our technician performed the first optimization session on the customers computer. [Optimization start-time: 11:30 AM and End time: 12:50 PM]. We then sent the optimization service report to the customer that can be used as a reference point for the
tasks done by us. His denial that we did this is incorrect.

Later on the same day the customer called us stating that he was unable to access lifestream account and informed that he was unhappy with the service and wanted to talk to the supervisor. We were surprised that even after addressing his every issue and by providing resolution promptly that he was unhappy!

However, we got him connected to our senior technician to fix that issue. Then our technician fixed the issue he had with internet Radio and the customer confirmed the issue resolution.   The customer was incorrect in stating that some people paid $79 for something he paid $200 for.  The $79 dollar fee is for certain ONE-TIME resolutions, such a s virus removal, whereas his $200 is for an ANNUAL contract of monthly optimizations and unlimited online tech support.  After some back and forth, he finally gave us access to his computer and we fixed another issue for him.

Below is the issue resolution confirmation:

7:11 PM CC Tech 1: Hi, This is Tim.
7:11 PM CC Tech 1: How may I assist you today?
7:13 PM James Parker: hey
7:13 PM James Parker: tim
7:13 PM James Parker: im not happy with this company
7:14 PM James Parker: i want to talk to someone on the phone
7:14 PM James Parker: im tired of typing
7:14 PM James Parker: i paid 200 bucks and i dont see how your company helps me
7:15 PM CC Tech 1: Sorry for the inconvenience caused.
7:15 PM James Parker: the probl;em i have right now is that my internet lags now. It was fine before you guys touched my computer
7:15 PM James Parker: im starting to think your company is a greedy company that seeks out subscriptions to make a profit
7:16 PM CC Tech 1: Sorry for the inconvenience caused.
7:16 PM James Parker: im starting to think even the "technician" arent even real
7:17 PM CC Tech 1: Let me transfer the chat now to our Microsoft certified Tech for faster and accurate resolution.
7:20 PM CC Tech 13: Hi, this is Alfred.
7:21 PM Switched to P2P
7:21 PM CC Tech 13: Let me access your computer so that I can assist you better.
7:21 PM Restarting Customer Applet as a Windows system service.
7:21 PM Waiting for customer permission to elevate.
7:22 PM Customer has denied the elevation.
7:22 PM James Parker: hello?
7:22 PM James Parker: can I talk to someone?
7:22 PM James Parker: im not letting anyone remote control my computer
7:23 PM CC Tech 13: James, you can call our toll free number 1-800-966-9940.
7:23 PM James Parker: no. they told me to chat wioth you guys
7:23 PM James Parker: i asked for a supervisor and they said I couldnt talk to one
7:24 PM James Parker: they told me to go online
7:24 PM CC Tech 13: Please stay online while I have a check with concern department.
7:26 PM James Parker: id rather talk to someone on the phone...
7:26 PM James Parker: im going on ripoffreport.com
7:26 PM James Parker: this company is ALL OVER it
7:27 PM James Parker: AND most people paid only 79 dollars, I PAID 200!!!!!!!!!
7:27 PM CC Tech 13: I am sorry for the inconvenience
7:27 PM James Parker: AND MY INTERNET WONT WORK AS WELL!
7:28 PM CC Tech 13: Please stay online while our voice representative will call you in a while.\
7:28 PM James Parker: Im playing a scripted game, retartded
7:28 PM James Parker: Don you people talk normal!?!?!
7:30 PM CC Tech 13: Please give me a moment, our voice representative will call you
in a while.
7:39 PM James Parker: hello\
7:40 PM CC Tech 13: James, may i know whether you received any call from our representative?
7:41 PM James Parker: yes im on the phone\
7:42 PM James Parker: hello??????
7:42 PM CC Tech 13: I am online with you.
7:42 PM CC Tech 13: Let me access your computer so that I can assist you better.
7:43 PM CC Tech 13: Thank you for allowing me to access your computer, I am able to view your computer screen.
7:44 PM Switched to P2P
7:47 PM CC Tech 13: Could you please explain me the issue that you are facing with the Internet so that I can assist you better?
7:48 PM James Parker: what level of certifivation are you?
7:48 PM James Parker: certification?
7:50 PM CC Tech 13: James, we are different level of technicians.
 7:51 PM James Parker: ...
7:51 PM James Parker: fix my internet
 7:52 PM James Parker: my radio wont work anymore
 7:52 PM CC Tech 13: Okay, let me have a check on the Internet issue.
7:52 PM James Parker: it lags to shit then stops completely
7:52 PM CC Tech 13: Please don't worry, I'll fix the radio and Internet Explorer issue for you.
7:53 PM James Parker: Im not happy
 7:54 PM CC Tech 13: I am sorry for the inconvenience caused to you. Let me work on the issue.
7:57 PM CC Tech 13: May I know whether you can hear the Radio sound now?
8:00 PM James Parker: i paid 200!!!!!!!!!
8:02 PM James Parker: There arent even any good reviews about you guys!!!!
 8:03 PM CC Tech 13: James, we are certified A+ from BBB.
8:03 PM James Parker: it works now
8:04 PM CC Tech 13: That's okay.
8:04 PM CC Tech 13: Is there anything else that I may assist you with today?
8:04 PM James Parker: thanks
8:04 PM CC Tech 13: You are welcome.
8:04 PM James Parker has revoked all permissions from CC Tech 13.
8:04 PM The customer ended the session

 

On May 09, 2012 we took the time and called the customer to check if everything was okay and then the customer asked for refund. As per his request, we refunded him $140.00 after deducting the contractually-stated $59.99 for cancellation and service fees for the work successfully performed. The customer agreed to that.


Below are the refund transaction details;


Transaction ID: 324352749
Auth Code: 324362


Then, we mailed the refund transaction details to the customer on the very same day. Groundless, negative reviews and complaints online are, unfortunately, one of the most predictably bothersome side effects of any business in this digital age. In fact, we have seen complaints obviously staged by competitors who cannot match our prices and quality. But, its simply not worth drawing more attention to someone whos clearly just trying to pick a fight. Here. there is just flat-out misinformation in this complaint. we invite the readers of this site to draw their own conclusions.

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. We do truly a great job for our customers. We treat them fairly and we expect the same in return. 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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#2 UPDATE Employee

Issue Resolved

AUTHOR: reviewsisgood - (United States of America)

We have responded promptly to this issue and we have satisfied the customer.
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