• Report: #821873

Complaint Review: Omnitech Support-L.A.

  • Submitted: Thu, January 12, 2012
  • Updated: Tue, March 27, 2012

  • Reported By: Jim1957 — Aurora Colorado United States of America
Omnitech Support-L.A.
Los Angeles, California United States of America

Omnitech Support-L.A. Omnitech support sucked Los Angeles, California

*UPDATE Employee: We, Omnitech always believe in the customer satisfaction, so we have refunded the customer the rest of the full amount of $299.99.

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I chatted with Omnitech Support after getting a DKSERVICE.EXE error code on start-up of my computer.  I think I got their name from Microsoft.  After about 3 hours of the tech trying to eliminate the error code, he rebooted my computer and the code was gone.  I agreed to pay $299.99 for 15 months of service and 12 months of computer "optimazation".  The error code came back later that day and a went online with them again to solve the problem.  Again, the code went away on reboot, but returned the next day.

I called Diskeeper, which is what I should have done in the first place, but I thought MS would send me to where I should go for support.  At any rate, Diskeeper solve the problem for free in about 20 minutes. I chatted with Omnitech Support again, told them that the error returned again, told them what I had done and asked for a refund.  The refund was initiated and I received an email 3 days later that my refund went through with a $49.99 fee taken out for "initial problem resolution".  I called the company and was told, after about 20 minutes that the fee would stand because I had told the tech that the error code was gone.

Long story short, I should have looked at the other reviews that said pretty much the same thing that I am complaining about.  A fee was charged to fix a problem, and then the problem came back. I would NEVER recommend that anyone use this company.  Their solution tomy Diskeeper problem ended up being to turn off Diskeeper and charge me for optimization that I could have done myself if they had only really "fixed" the problem. Be very cautious!

This report was posted on Ripoff Report on 01/12/2012 03:31 PM and is a permanent record located here: http://www.ripoffreport.com/r/Omnitech-Support-LA/Los-Angeles-California-/Omnitech-Support-LA-Omnitech-support-sucked-Los-Angeles-California-821873. 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

We, Omnitech always believe in the customer satisfaction, so we have refunded the customer the rest of the full amount of $299.99.


All businesses face customer complaints at one time or another. Some of these complaints are justifiable, and some are simply outrageous. Without performing a full investigation, any company cannot know whether a complaint is legitimate or not. Therefore, we have researched thoroughly this matter and below are our responses to Mr. Jim Ritzdorfs complaint.

Mr. Jim Ritzdorf contacted us through chat on January 07, 2012 with an issue: Start up error DKSERVICE.EXE error code. Accordingly, our technician handled the chat session and examined the issue in detail. Then we offered our System assurance plan, which includes monthly maintainence and optimization plus UNLIMITED tech support and the customer agreed to sign up with us for Yearly plan by paying $299.99. Then, our technician resolved the issue and the customer confirmed that the issue was resolved.

Below is the chat transcript for issue resolution confirmation:

1:18 AM MS- L1- Tech 1: So may I know if every issue is resolved  for you now?
1:19 AM 159637: At this point do I close out of all the windows, or do you close things when you are finished?
1:20 AM MS- L1- Tech 1: After your confirmation that the issue is resolved, I will do that.
1:20 AM 159637: I believe all issues are resolved. Thank you again.
1:21 AM MS- L1- Tech 1: Thank you for your confirmation.

On the very next day, the customer came back to us saying that the initial issue had re-occurred. Our technician took remote access and unchecked the service from the start up and also cleared the temp folder and several virus infections from the customers computer. Then, the issue was resolved
again and indeed the customer checked and confirmed the issue was resolved. Most important part is, our technician CLEARLY informed the customer that the issue might re-occur and if it happens, he can get back to us by clicking on our HELP ICON. The customer agreed to that.

Below is the chat transcript for issue resolution confirmation:

17:54 CC- Tech 6: I have fixed the issue for you.
17:55 Jim Ritzdorf: OK, thanks.
17:55 CC- Tech 6: Thank you for the confirmation.
17:55 CC- Tech 6: Shall I go ahead and end this session now?
17:55 Jim Ritzdorf: Yes
17:56 CC- Tech 6: I have fixed the issue with your computer to your satisfaction. However, I would like to inform you that when you browse the internet and receive emails there is always the possibility that the issue might reoccur as your computer remains vulnerable as long as its connected to the Internet, receives emails and even sometimes due to some conflicts in
software or system files.
17:56 CC- Tech 6: In case this happens, please feel free to contact us either by clicking on the "Help Icon" that I have installed, or call us at 1-800-966-9940 (8 am to 2 am Eastern Time). You can also E mail us at support@omnitechsupport.com . We would be glad to further assist you.
17:56 CC- Tech 6: Thank you for Contacting Omnitech Support .
17:56 CC- Tech 6: Have a nice time.
17:56 The customer ended the session.

After 2 days, on January 11, 2012 Mr. Jim Ritzdorf called us and asked for refund saying that the issue had reappeared and he resolved the issue by himself with the help of Diskeeper. We tried to convince the customer  to provide us an opportunity to check the issue. Therefore, we escalated it to our Billing department to initiate a refund. As per the customers request, on the very next day, January 12, 2012 we refunded $250.00, after deducting $49.99 for service rendered by Omnitech support. Then, we sent a mail and informed the customer about the refund status. On the same day we called the customer but it reached voice mail.

The transaction details of the refund initiated are given below;

Transaction Approved:
Auth Code:291321634
Ref #:291311611

On the same day the customer called us and expressed that he was not happy with partial refund as the original issue was not resolved properly by us. In addition to that, the customer again asked for full refund. We informed the customer that we had charged him $49.99 not only for the initial
issue resolution; but for service cancellation ($25 as per our refund policy that he had agreed to when signing up) and cleaning up his computer. However, the customer did not agree and abruptly ended the call.

Its very strange that Mr. Jim Ritzdorf  did not contact us after the issue reoccurred, so we could not check to see if he had solved the issue and if there were anything on his system that might cause the issue to re-occur...something like another virus.  If his system was still at risk and if the issue reoccurred, we could have resolved the issue without charging him anything extra, as he was already in a yearly contact with us. However, we, Omnitech always believe in the customer satisfaction, so we have refunded the customer the rest of the full amount of $299.99. Below are the details of refund initiated of $49.99.

The transaction details of the refund initiated are given below;

Transaction Approved:
Auth Code: 310830795
Ref #: 310820772

We dont rip anybody off, which is obvious, as we have earned and maintained an A+ Rating from the Better Business Bureau.  Even though, this customer had contractually agreed to our terms with respect to refunds, and we had worked diligently on his behalf, including performing successful
virus removal, we have graciously refunded his entire amount.  We wish him good luck with his computer in the future. We ask that this unfounded comment be removed immediately.
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