• Report: #773819

Complaint Review: sony omnitech

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  • Submitted: Wed, September 07, 2011
  • Updated: Tue, September 13, 2011

  • Reported By: rippedbySony — princeton New Jersey United States of America
sony omnitech
6380 Wilshire Blvd. los angeles Internet United States of America

sony omnitech it appears to be sony support but the number they give is a fake phone number and the tech support do not know a thing about PC, and appears to be fake it appears to be sony support but the number they give is a fake phone number and the tech support do not know a thing about PC, and appears to be fake lInternet

*UPDATE Employee: If she wants a refund, all she has to do is call our correct phone number, or have a friend dial it for her. Then we will be to give her a full refund. We answer our calls on the average in 15 seconds

*UPDATE Employee: If she wants a refund, all she has to do is call our correct phone number, or have a friend dial it for her. Then we will be to give her a full refund. We answer our calls on the average in 15 seconds

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I went on sony support line after having called them and searched the support forum, to find out why I do nto have CDs for the ms office package I bought and was pre installed on my pc. It appears my ms office was not installed as acomplete version.
I have my order number date and all the needed info.
They said I may not need to install the ms office my problem is corrupted files. any how after I paid I realized they are not up to the task and do not know what they are doing. I asked to call them well try this number see if you get a human being aside from music, because i did not. 800-966-9940. I called my bank and stopped payment.

I send s copy of the chat, (not a complete copy)

Margarette_ > Welcome to Sony Online Support. I see by your model number that your computer is out of warranty. The Sony phone support cannot provide you any free technical support, but Sony has provided a way for you to obtain 15 minutes of free chat support. Weve been solving more than 50% of the issues during these free periods. If your particular issue is more complex and cant be fully resolved by the end of the free 15 minutes, then you will have the option of paying to continue the support session.
Margarette_ > Hi Frida. Im Margarette. Please allow me a moment to review your concern.
frida spagnol > ok
Margarette_ > Thank you for waiting, Frida. I am sorry that the computer is asking for SKUCA1.CAB file while exporting the contacts in a comma seperated value. I will be glad to assist you with this.
Margarette_ > Could you please provide me your full name and the telephone #? If the chat gets disconnected, we'll arrange a call back for you.

frida spagnol > Frida Spagnol currently on mission in france
Margarette_ > Thank you for the information.
frida spagnol > 00
Margarette_ > Okay, Frida. Please explain the issue in detail.
frida spagnol > when I try to export my contacts I need to do it in a comma seperated values (wondows) in doing so I get a message that I need to install SKU1CA.CAB file, but it appears the file is missing
frida spagnol > I need this file
Margarette_ > Thanks for the detailed information.
Margarette_ > Are you using the same computer to chat with me?
frida spagnol > yes
Margarette_ > Great! I can make a connection to the VAIO computer to resolve this issue.
Margarette_ > Would you allow one time access to the computer to assist you in resolving the issue?
frida spagnol > yes
Margarette_ > To initiate our session, please visit:
Margarette_ > http://www.logmein123.com
frida spagnol > what is the code
Margarette_ > The PIN code is: 476929.
Margarette_ > I see that our remote session is getting established.
Margarette_ > I can see the computer desktop.
Margarette_ > Let me check the settings in the computer.
Margarette_ > Could you please shpw me the exact error message?
frida spagnol > here it is
frida spagnol > a required installation file could not be found
frida spagnol > can you see it
Margarette_ > Yes, I can see the error message.
Margarette_ > Could you please show me when exactly the error message is displayed?
frida spagnol > when i say export to a file
frida spagnol > window is open you can see it
Margarette_ > Okay, Frida.
frida spagnol > so what is the verdict
Margarette_ > Do you have the original installation Discs for the Microsoft Office 2003?
frida spagnol > no it was never sent to me
frida spagnol > it was factery installed
Margarette_ > Do you have the product key?
frida spagnol > I have two since I bought two PC
frida spagnol > here they are
Margarette_ > Okay, Frida.
frida spagnol > bk66q v6gq 9ybqr 74f2j 2pyg3
Margarette_ > Thank you for the information.
Margarette_ > How long have you had this issue?
frida spagnol > p27rk 6qmkc wqq27 2jhby mv9ky
frida spagnol > i do not know I just tried to do this few months ago
frida spagnol > I had never tried to export my contacts before
Margarette_ > Okay, Frida.
frida spagnol > you there
Margarette_ > Yes, I'm online with you.
frida spagnol > what are y
Margarette_ > Please try to export the contacts now.
frida spagnol > ok
Margarette_ > Frida, May I know where are the cotacts located?
frida spagnol > we can see if we try to export them
Margarette_ > Okay, Frida.
Margarette_ > I have checked the settings in the computer.
Margarette_ > It can be seen that some files are corrupted in the computer.
Margarette_ > It is required to reconfigure teh settings and remove the corrupted files.
Margarette_ > Please do not worry, Frida. The issue will be resolved.
Margarette_ > Let me perform all the advanced troubleshooting steps to resolve the issue.
frida spagnol > ok
Margarette_ > While you are here, let me run a FREE PC Health Scan on your system to check if there are any other errors present in your computer.
frida spagnol > ok
Margarette_ > Frida, based on the Health check up report, the computer performance is really slow as there are a lot of system conflicts and errors.
Margarette_ > It is required to perform optimization in the computer to remove these conflicts from the computer.
frida spagnol > ok
Margarette_ > Please do not worry, Frida. We will optimize the computer and ensure that the computer is free from hassless.
Margarette_ > I need some more time to perform all the necessary troubleshooting steps to resolve this issue.
frida spagnol > ok
frida spagnol > will you as well make sure my ms office pack is fully installed
Margarette_ > Since you are past the FREE 15 minute support period that we have offered, we have a nominal charge to fix the current issue.
Margarette_ > Sure, Frida.
Margarette_ > However I would suggest that you go with our System Assurance Plan where our Sony trained expert technicians will completely take care of your computer to avoid any such issues in future.
frida spagnol > wha is the amout
Margarette_ > Let me explain to you the benefits of our System Assurance Plan.
Margarette_ > Sure, I'll provide you with the complete information about the cost of the service plan.
Margarette_ > May I know when you last optimized your computer?
frida spagnol > I am not sure what you mean by that
Margarette_ > Okay, Frida. Tell me, how often do you use your email and browse the Internet?
frida spagnol > can we address the issue of the software first
frida spagnol > every day
Margarette_ > Since you use email and browse the internet, your computer is bound to have virus and Malware infections. These may not show up when infected by the more advanced virus and malware system.
Margarette_ > Anti-virus software alone cannot detect all the infections nor can they repair the corrupt registry settings or system errors.
Margarette_ > All of these have to be done manually which is called Optimization which will also increase the speed and performance of your computer.
Margarette_ > Regular optimization sessions help in keeping the computer safe and secure from all virus, malware and spyware infections along with increasing the speed of your computer.
frida spagnol > but the problem is due to original installation of ms office pack and failure of sony sending me my cd for which I pais
frida spagnol > I meant paid
Margarette_ > Please do not worry about the issue , Frida. The issue will be resolved.
Margarette_ > Once in every month, our Sony trained expert technicians work on your computer for 3-4 hours on several tasks like fine tuning your system, virus scanning, checking integrity of various processes etc.
frida spagnol > I understand you want me to sign up for a new service but let
Margarette_ > On signing up for our System Assurance Plan, we will also install a HELP icon on your desktop.
Margarette_ > Youll be immediately connected to one of our expert technicians whenever you need help next-time.
frida spagnol > me see if sony can correct their original sin first
frida spagnol > I do not need a monthly service
Margarette_ > We have a very popular yearly System Uptime Assurance Plan which will save you a lot of hassles and a lot of money in the year to come if you sign up NOW.
Margarette_ > Youll get UNLIMITED technical or training sessions + 12 System Optimization sessions (required for fine-tuning and assuring 100 % uptime of your system)
Margarette_ > All of this for just $299.99 for the year!! This is the most popular plan amongst our customers.
Margarette_ > Please let me know your thoughts.
frida spagnol >  i undrstand you are popular, but let's fix the original failur
Margarette_ > Sure, Frida. The issue will be resolved in the current session itself.
Margarette_ > The annual plan not only saves you a lot of money which you have to spend in case your computer crashes, but also makes sure that you have a help 24/7 to resolve any of your computer related issues.
Margarette_ > It's like having a personal help-desk and is much cheaper alternative to any other support option. Plus your system is regularly optimized and free from all malicious software.
frida spagnol > i have to see it to believe it
frida spagnol > i dealt with sony when i first bought my pc
frida spagnol > number of hours i spent on your cust service line would make me rich if i was pais my salary
Margarette_ > Frida, let us try to resolve the issue as soon as possible.
Margarette_ > I'm sorry for the inconvinience.
Margarette_ > Shall I open the page where you can make the payment so that we can continue working on the issue?
frida spagnol > as said before i have to see it to beleive it
frida spagnol > sony did not givbe me a product I paid for that is why we are online
Margarette_ > Alright, I understand that.
Margarette_ > Let me offer you the most basic plan.
Margarette_ > You can opt for our 3 month plan for just $79.99.
Margarette_ > It includes UNLIMITED tech support sessions + 3 PC optimization sessions for next 3 months.
Margarette_ > Im sure this will really work out for you.
frida spagnol > it is still a rip off to pay for a file I paid for and did not receive
Margarette_ > Frida, you will not only get the current issue fixed but also you will get UNLIMITED tech support session and 3 optimization session of the next 3 months.
frida spagnol > is there a gurantee
frida spagnol > will i get my full cd
frida spagnol > installed
Margarette_ > Frida, according to the information available online, the computer is shipped with 60 days of trail version of MS office 2003.
Margarette_ > We will make sure that the issue will be resolved in the current session itself.
frida spagnol > no we bought factory installed and paid for two full packages.
Margarette_ > We have resolved similar issues in the past and will try to resolve the issue as soon as possible.
Margarette_ > Okay, Frida.
frida spagnol > now if sony installed a trial package then we have been riped off
Margarette_ > Please do not worry about the issues.
Margarette_ > We will ensure that all the files are installed in the computer.
Margarette_ > All the corrupted files will be removed and ensure that the issue will not re-occur.
frida spagnol > you have to send me a gurantee or i want my money back
Margarette_ > If at any time during support, a determination is reached that your issue is not able to be resolved, we will provide yo refund.
Margarette_ > I'm sorry for the typo.
frida spagnol > you have done the analysis what do you mean issue is not bale to be resolve
Margarette_ > Frida, we have resolved such issues in the past.
Margarette_ > From the primary diagnosis, it can be seen that the issue is related to some files and can be fully resolved.
frida spagnol > when will this be done?
Margarette_ > Frida, we will reconfigure the settings and remove the corrupted files.
Margarette_ > If required, we will be re-installing the MS office.
frida spagnol > will you restore my ms office pack fully
Margarette_ > We can re-install the MS office with the product key that you have provided.
Margarette_ > The re-installation may not be required.
Margarette_ > However, let us perform all the advanced troubleshooting steps to resolve the issue.
frida spagnol > I want the ms office to be re installed fully as it should had been. I bought the product for over $300, it can not be a trial
Margarette_ > Sure, Frida. I assure you that the issue will be resolved in the current session itself.
frida spagnol > ok give me the necessary agreement for me to read
frida spagnol > i am sorry but i have no trust in sony anymore
Margarette_ > Let me forward the page where you can signup.
Margarette_ > I'm really sorry to hear that.
Margarette_ > http://www.omnitechsupport.com/sony/quarterly_new.html
frida spagnol > can you send me a copy of this chat pls
Margarette_ > Sure, let me email the chat transcript to you.


This report was posted on Ripoff Report on 09/07/2011 07:15 AM and is a permanent record located here: http://www.ripoffreport.com/r/sony-omnitech/internet/sony-omnitech-it-appears-to-be-sony-support-but-the-number-they-give-is-a-fake-phone-numbe-773819. 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

This customer, Frida Spagnol, contacted us on September 7th, 2011 via the Sony support website for help in resolving her her issue: "File not Found" error message while exporting the contacts on her very out-of-warranty Sony computer (It's so old that Microsoft Office 2003 is installed on
it!) .  We provide contractual customer support for our client, Sony, on their in-warranty and out of warranty consumer products.  When a customer comes in with an issue on an out-of-warranty Sony computer, they are redirected to our OmniTech Support site which we host for Sony customers.
As her computer was out long-time of warranty, there would be a charge if her issue was one that would still remain unsolved after a free 15 minute support period.  However, we solve over 50% of the issues customers bring us on these out-of-warranty Sony computers for FREE (a price customers could not get anywhere else) (1) because we are very good at and efficient in what we do and (2) Sony wants their customers to have the best support experience in the industry.

 We offered her a very economical quarterly plan for just $79.99, as it is not much more than the single-issue fix and, in this way, her computer would be remotely optimized by us monthly and she would have on-demand UNLIMITED remote tech support help during that 3-month period. That's quite a deal. The customer did not give us a chance to work on the issue and requested for refund on the same day. The customer also made an unfounded Ripoff complaint just hours of first contacting us.

 We are an established and well recognized online service provider to trouble shoot any kind of software issues with the help of our Microsoft certified expert technicians. This customer apparently did not understand the basic and common concept of online technical support in that it can only be done through remote access and that it should not be interrupted mid-task.   From the beginning, 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. She was that told the Technician needed to perform some advanced trouble shooting steps in order to get it resolved. However, the customer was very impatient and was very much in hurry to have her issue quickly, which sometimes is not possible or prudent.

 

In spite of our being in the process of resolving her issue she suddenly and abruptly said something about a refund and closed the chat session and the remote access session.  If you leave any repair or download step in the middle of the repair process, then it may result an inoperable or malfunctioning machine or program. The customer did not give us a chance to complete work on the issue and also did not clarify about the refund and disconnected instantly. We, at OmniTech Support daily resolves thousands of software issues which can be resolved though online by taking remote access. It is obvious that some issues are more complex and need more time and advance trouble shooting steps and sometimes handy assistance to resolve. Customer claims that she called our toll free number and also states that we provided her with a fake phone number. That comes as a big surprise to us, as thousands of customers a week seem to be able to dial our toll-free number correctly.  In fairness, she may have called a wrong number. (The customer may have dialed 800 instead of 1800 as updated in the Ripoff website). 

 
If she wants a refund, all she has to do is call our correct phone number, or have a friend dial it for
her. Then we will be to give her a full refund. We answer our calls on the average in 15 seconds or less and we have the documentation from our carrier to back that up. 


Respond to this report!
What's this?

This customer, Frida Spagnol, contacted us on September 7th, 2011 via the Sony support website for help in resolving her her issue: "File not Found" error message while exporting the contacts on her very out-of-warranty Sony computer (It's so old that Microsoft Office 2003 is installed on
it!) .  We provide contractual customer support for our client, Sony, on their in-warranty and out of warranty consumer products.  When a customer comes in with an issue on an out-of-warranty Sony computer, they are redirected to our OmniTech Support site which we host for Sony customers.
As her computer was out long-time of warranty, there would be a charge if her issue was one that would still remain unsolved after a free 15 minute support period.  However, we solve over 50% of the issues customers bring us on these out-of-warranty Sony computers for FREE (a price customers could not get anywhere else) (1) because we are very good at and efficient in what we do and (2) Sony wants their customers to have the best support experience in the industry.

 We offered her a very economical quarterly plan for just $79.99, as it is not much more than the single-issue fix and, in this way, her computer would be remotely optimized by us monthly and she would have on-demand UNLIMITED remote tech support help during that 3-month period. That's quite a deal. The customer did not give us a chance to work on the issue and requested for refund on the same day. The customer also made an unfounded Ripoff complaint just hours of first contacting us.

 We are an established and well recognized online service provider to trouble shoot any kind of software issues with the help of our Microsoft certified expert technicians. This customer apparently did not understand the basic and common concept of online technical support in that it can only be done through remote access and that it should not be interrupted mid-task.   From the beginning, 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. She was that told the Technician needed to perform some advanced trouble shooting steps in order to get it resolved. However, the customer was very impatient and was very much in hurry to have her issue quickly, which sometimes is not possible or prudent.

 

In spite of our being in the process of resolving her issue she suddenly and abruptly said something about a refund and closed the chat session and the remote access session.  If you leave any repair or download step in the middle of the repair process, then it may result an inoperable or malfunctioning machine or program. The customer did not give us a chance to complete work on the issue and also did not clarify about the refund and disconnected instantly. We, at OmniTech Support daily resolves thousands of software issues which can be resolved though online by taking remote access. It is obvious that some issues are more complex and need more time and advance trouble shooting steps and sometimes handy assistance to resolve. Customer claims that she called our toll free number and also states that we provided her with a fake phone number. That comes as a big surprise to us, as thousands of customers a week seem to be able to dial our toll-free number correctly.  In fairness, she may have called a wrong number. (The customer may have dialed 800 instead of 1800 as updated in the Ripoff website). 

 
If she wants a refund, all she has to do is call our correct phone number, or have a friend dial it for
her. Then we will be to give her a full refund. We answer our calls on the average in 15 seconds or less and we have the documentation from our carrier to back that up. 


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