• Report: #989442

Complaint Review: Omnitech

  • Submitted: Mon, December 31, 2012
  • Updated: Wed, January 13, 2016

  • Reported By: Frustrated One — Owings Mills Maryland United States of America
Omnitech
Internet United States of America

Omnitech Free Microsoft Consumer online support for Microsoft Office and Student 2010 Over a course of 6 hours, I was transfered from Tech11 to Tech 84, to the Head of technical support and put on hold for 20 minutes and then told the Supervisor would call be when got off break by 11:3, Internet

*UPDATE Employee: She didnt give us a fair chance to fix her issue. However, we refunded her in FULL promptly.

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I have never been treated so rudely in my life.  This company responded to all my request like I was an idiot and couldn't see through their smoke screen.  First of all I was searching for the customer service phone numbers  for Microsoft to help me install a brand new computer program I brought on this day- Microsoft Word.  This company's number popped up  on google with a tool free number and adverisement that said they were specialist in this area , specifically Microsoft. The first conversation I had was with the receptionist , who immediately turned me over to the tech specialist once I explained my problem. 

 After allowing the first tech, tech 11 to remotely control my computer, take the key code for my new disk; he drops the bomb that it will cost a mere $199.99. to fix this problem because there were several virius found.  He assured me that it could be fixed and he was working on it as we speak. I asked several times, how long it would be, he said he would get it done as soon as possible.  I agreed to this but unbenowned to me, he then proceeds to tell me that in order to prevent this problem from happening again I need to buy an security program for 299.99. 

I said no way. Just fix the initial problem.  With that, I get disconnected and transferred to another tech when I called back, tech 84.  She asked for the same information and it takes about another two hours for her not figure things out .  She did the same things the other tech did. She did not admit that she did not know what to do, but as I anxiously awaited for my computer program to become operable until I noticed the screen said this will take 11 hours.  I was furious.  First of all, I had already spent 5 -6 hours with the two technicians.  It gets better, tech 84 transfers me to the head of the tech specialists and he says, oh it will take 10 more hours. 

I explained I didn't have 10 more hours and I wanted a refund. He said he'd have the supervisor get back to be in about 2-3 hours- mind you it's 10:00 p.m.  I said no and asked can I speak to the supervisor now, he says no because he is on  "break"  OMG, that was the icing on the cake.   At 11:30 p.m.  the Supervisor calls back, by that time I am beside myself.  After listening to my story, he agrees to refund my money and send me a confirming email.  I got the email around 12:00 mid-night; however,  I won't be convinced until I see my bank statement. What a nightmare!

This report was posted on Ripoff Report on 12/31/2012 10:25 PM and is a permanent record located here: http://www.ripoffreport.com/r/Omnitech/internet/Omnitech-Free-Microsoft-Consumer-online-support-for-Microsoft-Office-and-Student-2010-Over-989442. 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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Updates & Rebuttals

#1 UPDATE Employee

She didnt give us a fair chance to fix her issue. However, we refunded her in FULL promptly.

AUTHOR: OTS - ()

Ms. Sharon Sewell contacted us on December 31, 2012 to install Microsoft Office Home and Student 2010 and paid us $199.99.

Below is the chat transcript:
4:50 AM Tech 11: How may I assist you today?
4:55 AM Sharon Sewell: I have a Toshiba laptop that I purchased in 2007. It had Microsoft
Office Home/ Student on it 2007. I have not bee able to access this writing program thus I purchased 2010 version. The disk was put in and the computer doesn't recognize the language. I have Window's Vista. I can't get to the screen to enter the product key. I took the 2007 versoin off.
5:51 AM Tech 11: Sharon, as your computer is having multiple number of critical issues and as I need to manually repair all the corrupted registry keys and the errors found in the computer, it would cost you just $199.99 to completely fix these issues.
5:52 AM Tech 11: I will remove all kinds of errors present in your system and also will repair all types of system which have got corrupted so that you can use your system without anymore inconvenience.
5:52 AM Tech 11: I'm already working on the issue and I'll fix all the issues in this session itself. Also I'll make sure that all your personal and sensitive information is safe and secured.
5:52 AM Tech 11: As a senior technician I suggest you to pay for the fix and get all the
issues fixed now.
5:54 AM Tech 11: Shall we proceed with the complete fix?
5:57 AM Sharon Sewell: Fine. Just fix it. Will this disk work after you have done all of this?
The salesman said thatI can use this disk on two other computers in the household if I decided to do so. You can proceed but this means that in addition to what I spent for the disk and the 199.99 for this service; I have spent almost $500.00 today trying to get this computer operable. Not good!

Our technician took remote access over the customers computer with her prior permission to
check the issue and started examining it. However, the issue was not resolved as the customers computer was freezing a on regular basis. Our tech was unable to take the remote access of her computer and to work on the issue. After few hours of work, we were able to install our Help Icon to get the remote access. Then our technician tried to make remote connection through Help Icon
but it also failed due to the extremely slow internet connection at customers end.

Her chat session was disconnecting frequently on her end. We called the customer and got remote
access once again. After analyzing the issue, we asked the customer to insert a Microsoft Office Home and Student 2010 installation disc. But the customer inserted a disc which was not a valid one for MS office. We asked for correct disc, but she informed us that she had only this disc.

Therefore, our technician initiated the download of Microsoft Office Home and Student 2010 in
the customers computer, but it failed to process as the download speed was 10 kb/sec on her computer. It took 10 minutes just to download the IDM file. As it was going to take a long time, we called the customer to convey the situation. But she asked for refund.

On the same day, we voided the payment that was made to OmniTech support by the customer and
informed the same to her. This customer was not referred to us by Microsoft and she was served with professionalism at every instance, which the recorded chat transcripts can easily validate. She didnt give us a fair chance to fix her issue, she had a slow Internet connections and we immediately refunded her money.
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