Omnitech Support promissed, didn't deliver, lied Los Angles, California

We stand by our initial detailed response. The customer attempted to get a more than a full refund after his annual subscription had expired and after we had performed service on his computer. He had initially asked for a refund in the subscription period, but the very next day came into chat with
another issue for us to solve, which we did at no additional charge, as he did not press for a refund. He formally asked for a refund after his one-year subscription had already expired. Had he subsequently formally requested a refund within the subscription period, we would have gladly
given him a prorated refund. We never guaranteed him anything.

This may be my last time informing the public on Omnitech Support (at least on Ripoff Reports) I filed a BBB complaint on Omnitech Support.  They responded with half truths.  I wrote back to the BBB and corrected the "truth"  I received an email informing me that the BBB is considering this case closed as Omnitech refused to respond to my corrections.

My company is an Accredited BBB company.  I called the Minnesota BBB to discuss Omnitech's Accredited status.  They were very guarded but told me to call the California BBB which I will be doing soon.  However, our local BBB told me that they do take the "Accredited Business" status seriously.  He told me of a few local companies (didn't tell me names) that lost the Accreditation designation.  Apparently, Minnesota actually reviews customer complaints and pulls the designation when its not deserved. Isn't that the way it is suppose to work?

Omnitech Support flaunts there "Accredited Status" all over their web site and in this report as well.  Read it above!  However, if you Google search Omnitech Support you will find a ridiculous amount of complaints on them, 18 alone on this site.  Look at the other sites, a lot more..

I hope to help the California BBB look more closely at the reviews of Omnitech Support and possibly remove the Accreditation Status.  The BBB does no one any favors by allowing this status on a company that clearly has issues satisfying its customers (read the reviews).

The best I can do is inform all of you to seriously consider other companies for your computer service.  We have a few good companies in town that offer fair priced service.  Find your local company.  If you just don't know of one consider Best Buy's Geek Squad.  At least you can go face to face and discuss your issues.  I know because I have used them before.  When I had a problem I was able to talk the the store manager and he was great at solving a problem.

Remember, file your complaint... Ripoff Reports, BBB, Your state and the state of the company your upset about Attorney General Office and of course the internet.  One last thing, if you think your a victim of internet fraud the FBI has an internet division you can contact.

I'm pleased to see Omnitech made a compelling argument and makes the appearence that they care.  I will correct myself and say that I may have paid the 149.99 they claim however I said approximately because I really didnt remember.  I know when they started selling me that day it was well over $200 per year and they kept sweetening the deal each time I said no.  That pratice is a bit shady to start with but I admit "I bit" and baught.. wish I didnt!  The timeline of work is inaccurate and they actually spent far more time then they are admitting to.  That first week they were on my computer 4-5 times for hours.  They tried, they just failed.  The promiss to me was "we guaranty we will fix it even if we need to write code"  They did neither.  I'm sure in some cases they do a good job, the easy stuff.  But my problem was evedently in the design of the 3g card.  It would only work with Vista and they should have known that.  Bet they do now! I asked for my money early, within the first serveral weeks after many attempts by Omnitech to resolve my issue.  I then asked again much later.  Did Omnitech really think I would sign a second year so I could say I'm a customer still when I asked the second time for my money back.  Fool me once shame on you, fool me twice shame on me!

The reason Omnitech claimes 100% satisfaction is evedently they never consider an upset customer a customer.  I guess we were just "visiting"



Regarding the BBB.. most times businesses only have to respond to the complaint and then they get a pass from the BBB.  I want to see the BBB go to town for a customer in need.  Doesnt happen because businesses pay for the BBB.  Who's the loyalty too?  The business.

Bottom line.. I'm not trying to destroy or discredit Omnitech I'm really hoping that Omnitech considers putting the needs of customers ahead of there own.  In this case they didnt and now they are back peddeling to try to look better than they treated me.  They don't!  As I stated in my first complaint, do the research people.  Google Omnitech.. you can read all the complaints as I did, sadly after the fact.

Now EARN it.

 This customer contacted us through chat on June 5th 2010 with an issue:"problem with smart WI and getting broadband card to work" and the customer signed up for a yearly plan by paying $149.99. Our technician handled the chat and worked on the issue; he installed the Memory Card Driver and installed Novatel Wireless EVDO Driver which not listed in the Device Manager and restarted the computer but the chat got disconnected.

 On the same day, customer again connected us with same issue. Our technician installed the Sony Shared Library, installed the Novatel Wireless EVDO Driver but the issue still persisted and the chat got disconnected and the issue still remains unresolved.

 The customer came back to chat again on June 6th 2010 with same issue but again the chat got disconnected while adding the system to our network; so we got the customer connected to one of our technician but we informed the customer that we will arrange a call back for further assistance by a Tier 2 Senior Technician as the issue remains unresolved, because of his disconnections. The customer agreed and closed the session.

 The customer came back again on June 6th 2010 with the same initial issue; our technician suggested the customer to perform system recovery to resolve the issue but the customer asked for refund, so we informed the customer that we will escalate the issue to accounting. The customer only asked for refund for $149.99. He never paid $200. Below is the statement from
the customer:

 Sony Support Tech 6: Mark, according the information available online, it appears that you have purchased the yearly plan which provides you the 14 months unlimited technical support for 2
Computers.

Mark: true but it was based on your ability to solve this problem or I was
guaranteed a full refund in writing
Sony Support-Tech 6: Yes, Mark. That's correct.
Mark: i expect a refund of 149.95 the amount charged on my credit card

 Apparently changing his mind about stopping his subscription, the customer contacted us back again on June 8th 2010 with another separate issue issue: "Yellow Mark in Device Manager for CD/DVD Drive and Memory Card Reader". Our technician performed some troubleshooting steps and resolved the issue for him.

 We Omnitech Support, followed up repeatedly through the balance of 2010 and through his subscription-ending date of June 5, 2011, with the customer asking him to have his computer on and connected to the Internet, so we could perform our regularly-scheduled monthly maintenance but customer never had his computer connected to the Internet at the appropriate time and he did not respond to our calls and emails for a year.

 Finally, a FULL YEAR LATER, the customer sent us an email asking for refund, even though we had solved his issue of June 8th 2101 and spent hours trying to reach him.  However as his subscription plan has expired, he was not eligible for a refund.  Had he contacted us again about exiting his plan
immediately after our successful resolution of June 8th, as per the terms of subscription he had agreed to, we would have refunded his $149.99 payment less the deductions as spelled out in the agreement for the one-time resolution of an issue and an early termination fee.

 On July 18th 2011, customer made a BBB complaint against our company requesting a full refund in spite of the terms he had agreed to and in spite of cancelling his refund request of June 6, 2010when he came with an issue that needed solving on June 8, 2010.   In fact, the customer claimed he paid a higher amount and his sign up date was stated as being later than it actually was. So, he was making a July 2011 complaint about a July, 2010 signup, but in reality, he signed up in June, 2010, making it well over a year.

 We have always been a company where we want our customers to be 100% delighted with their purchase(s). We would have been happy to provide the refund, if the customer had contacted us before the expiration of the plan as we cannot provide refund as per the companys refund policy that he had agreed to contractually.

 We want our customers to be 100% satisfied and thats why we have earned and maintained an A+ rating from the Better Business Bureau, but this man is no longer a customer.