Omni Tech Support Ripoff Alert Los Angeles, California

This customer, Yolanda Lowe contacted us on April 9, 2010 to resolve her issue that Internet Explorer has stopped working. We fix over half of our customers issues for free within our unmatched 15-minute free service offering.  But as an IE8 fix can often take much more than our free fifteen minutes of services, we offered a one-time fix fee to her, but also
pointed out that the Yearly PC Maintenance service plan is often more beneficial and cost effective for any customer. We then explained the benefits about our Yearly Service Plan and offered the plan which costs $199.99. We never forced the customer to sign up for Yearly Service plan.
 
The customer was able to contact us via chat,because IE8 was connecting to the web, but she was getting a repeated pop-up that Internet Explorer has stopped working ... a possible sign of malware, or simply a problem with her
installation.  While working on the issue, the chat got disconnected. Immediately we called and got the customer connected to our technician for issue resolution.
 
As the issue was with Internet Explorer, technician started standard trouble shooting employing the basic resolution steps.  When those dont work, we try advanced steps. In the midst of us downloading and installing Mozilla Firefox (as a workaround to IE8) and uninstalling IE8; customer called us and asked for refund and cancellation of the service plan. We explained that it was not a good idea to abandon an installation fix mid-point and the customer agreed to keep working with us.
 
Later, on the same day the customer called us once again and informed that the issue was still unresolved after the installation was completed. Then we explained the customer that her particular issue was a bit complex and required more time than expected, as it required the advance trouble shooting steps to resolve the issue. Customer agreed with us and disconnected the call. When we do some of our trouble-shooting or repair steps, it often requires a system reboot, which
will disconnect the remote access chat session.  In these instances it is the customers duty is to call back and reestablish the remote access session. 

Much later that day customer called us again and informed that the issue was still not resolved. However, while making an arrangement to get her connected to our senior technician, customer dropped the call abruptly.  On April 10, 2011 we called the customer but it reached voice mail, then we mailed her requesting to connect back to us for issue resolution. Customer has not come back yet. 

We are an established and a world-recognized service provider through remote access for the trouble-shooting and resolution of any kind of software issues with the skills of our experienced and experienced Microsoft-certified
technicians. However, customers are expected to know the basic and common concept of online technical support which could only be done by gaining and re-establishing, when necessary, the remote access. This customer, however, did
not re-establish the connection in a timely manner after trouble-shooting reboots.
 
There is no way that the customer be burdened or pressurized by our technician to get the remote access of the customers computer.  From the beginning itself, our technician was transparent to the customer and clearly informed her that it
would take more time than expected as the issue is bit complex as her issue was with Auto Generated Script which was preventing some web pages to open and that the Technician needs to perform some of the advanced trouble shooting steps in order to get it removed manually. However, customer was very impatient and was asking that the steps to be shown to her every step of the way, which was not possible every time to show. Technician informed that he will show all the steps which will be going to be performed on her computer.
 
f you leave anything in the midway which is in the process of repairing, then it may result an inoperable machine which customer now claims she has. But thats like a patient leaving the hospital without being stitched-up after
surgery.  We could have fixed it if she had let us and if she would reestablish connections after any necessary reboots. 

We, OmniTech Support, daily resolve thousands of software issues which can be resolved though online by remote access. It is obvious that some issues are more complex and need more time and advance trouble shooting steps and sometimes hands-on assistance by the customer to resolve. Customer did call us few times and indeed we attended all the calls and informed that the issue required more advanced trouble shooting steps. We called the customer very next day as we promised but it reached voice mail.

 Again on April 11th 2011 customer mailed us and asked for refund. Even though we have performed hours of services, per the customers request on April 11th  we have refunded the full amount of $199.99 which customer paid to
us on April 9th. This hardly qualifies as a Rip-Off!  Be they right or wrong, we always want our customers to be happy.
 
Below is the refund transaction detail: 
Amount
Refunded: $199.99
  Transaction
Approved:
Auth Code: 230014529
Ref #: 230004506

On the same day we called the customer and provided her with the refund details, Customer agreed for the refund also we have sent a confirmation of refund initiated mail to the customer provided with the transaction details.