• Report: #681800

Complaint Review: Omnitech Support

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  • Submitted: Wed, January 12, 2011
  • Updated: Fri, January 21, 2011

  • Reported By: jane — New York New York United States of America
Omnitech Support
Internet United States of America

Omnitech Support -- Total Incompetence and Rip-off Artists Internet

*Author of original report: Still a ripoff and completely incompetent

*REBUTTAL Owner of company: Customer's issue has been addressed

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These people are completely incompetent! After working with them for almost 24 hours continuously, my computer is worse off than when I started with them. Putting aside the fact that almost no one therespeaks English as a first language and therefore is VERY hard to understand over the phone, they simply don't know what they are doing. In attempting to fix one issue they caused several others with my computer. In addition, every time I called them, I waited at least one hour (once I waited for over 2 hours) to be connected to a technician. Each time I called, I got a different person answering the phone anda different technician to work on my computer. They feel thatsimply repeating "I'm sorry for the inconvenience" is a substitute for fixing the problem. I demanded my money back but of course, they will only refund a portion due to acancellation fee, etc. -- which is also a complete ripoff. Microsoft Companyshould know that they are screwing up more than they are fixing with MS software. I really think they should be put out of business for continuing to ripoff the public!


This report was posted on Ripoff Report on 01/12/2011 03:05 PM and is a permanent record located here: http://www.ripoffreport.com/r/Omnitech-Support/internet/Omnitech-Support-Total-Incompetence-and-Rip-off-Artists-Internet-681800. 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 0Consumer 1Employee/Owner
Updates & Rebuttals

#1 Author of original report

Still a ripoff and completely incompetent

AUTHOR: jane - (United States of America)

Yes, they did fix my email issue and then quickly and very "slickly" sold me a maintenance package. That's when all of the trouble started. Their rebuttal is completely inaccurate --- 99.9% of my computer issues began after they completed the first maintenance session that came with the 12 month package "deal". I think it was they who infected my computer, not me as they have reported it. There was never a help icon installed on my desktop. Furthermore, the reason I was not able to log back into them after they began working on my computer is because they completely corrupted my internet connection and they had no idea how to repair it. I finally gave up (after 2 very frustrating days of working with them) when they also corrupted my wireless connection. It was at that point that Idemanded my money back. They resisted granting me a full refundand so I contacted my credit card company who filed a dispute on my behalf. ONLY THEN, did Omnitech refund my money in full. This is a warning to anyone who is reading this report ---- DON'T USE THEM UNDER ANY CIRCUMSTANCES.

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#2 REBUTTAL Owner of company

Customer's issue has been addressed

AUTHOR: OTS - (USA)

This customer contacted us with an issue that she was unable to read emails due to an Outlook PST error on January 6th 2011. Our technician worked on the issue and resolved the issue for whichwe got a confirmation of the issue resolution from the customer. We had also installed the help Icon where the customer could contact us 24/7.

Below is the confirmation from the customer:

 

7:33 AM FIXNOW- Tech 7: Is there anything else that I can assist you with?

7:34 AM Jane: not now, since the outlook was fixed (THANKS so much) but how will I know when the optimization is scheduled?

 

7:34 AM FIXNOW- Tech 7: Jane, please do not worry you will receive an e-mail. Is that okay with you?

7:35 AM Jane: it would be good if it could be done overnight my time -- NY EST.

 

7:35 AM FIXNOW- Tech 7: Sure as you wish.

7:35 AM Jane: ok -- and if I need to contact "you", do I just double click on the icon you put on my desktop?

 

7:35 AM FIXNOW- Tech 7: Yes, you are correct, Jane

7:36 AM Jane: ok

 

7:36 AM Jane: so how do we disconnect?

7:36 AM FIXNOW- Tech 7: Thank you for contacting OmniTech Support.

7:37 AM FIXNOW- Tech 7: Have a great evening.

7:37 AM Jane: thank you

7:37 AM Jane: you too

7:37 AM FIXNOW- Tech 7: Happy New Year.

7:37 AM Jane: same to you

7:37 AM FIXNOW- Tech 7: Bye.

7:37 AM Jane: bye

7:37 AM FIXNOW- Tech 7: Please close the browser to get disconnected.

7:38 AM The customer ended the session.

Five days later, on Jan 1

1, 2011, the customer came to with another issue: Her computer was now infected with malware that purports to be an Antivirus solution that will clean the infected computer . While working on the issue chat will get disconnected after rebooting the computer. The customer is supposed to immediately come back in on a chat, so we can see if the issue is resolved. She didnt. Later, on the same day the customer asked for refund, as issue was, as yet, unresolved. We did nothing to her computer that caused her problems. It appears she did. This fake anti-virus is severe malware usually acquired by downloading a supposed update to Java from a fake and malicious website. It takes a lot of work to clean it, but we would have stayed with it until that was done. As our average speed to answer a call is under 45 seconds, we are baffled as to why she said she was on hold for one or two hours. That is simply not the case. She also had a chat icon on her desktop that would immediately take her to us in a chat.

On the same day we performed the optimization on the customers computer. After the optimization was completed, the next day customer mailed us saying that she is happy with our service and checked as to when we would be doing the next maintenance. A reply was sent to the customer saying that we would inform hervia email before doing the next maintenance.

 

As we had successfully resolved the initial issue and performed maintenance, the customer was sent an email informing her that we will refund $115.04 after deducting $34.95 for initial issue resolution and for the maintenance we had performed, but customer emailed us and wanted a full refund.

Though our technicians had worked on the issue for several hours, resolved the issue and customer stated she was happy,we have refunded the entire amount of $149.99 paid by the customer on January 14th as is mentioned below in the transaction details:

Transaction Approved:

--------------------
Auth Code: 209768207
Ref #:209758184


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