Omni Tech Support: Incompetent Techs, Poor Service, Refusal To Cancel My Account, Internet

On September 25, 2010 this customer contacted to us through chat
concerning an issue she had with Outlook.  Our technician handled the chat
session and examined the issue and explained the exact issue in detail and the
amount of the time that would be required to resolve the issue. Then, we suggested
the customer to sign up for our System Uptime Assurance Plans, as it was more
beneficial and economical, as it works out to be a very low rate per incident
to the customer. This customer agreed and signed up with us for the Yearly
Service Plan by paying $139.99.  This was during a time when we were
authorized to give a $60 discount for an annual service plan, so it was quite a
good deal. Then, our technician resolved the issue and the customer confirmed
that the issue was resolved. At that time, we also informed the customer that
if the issue reoccurs, we are here to help her for 24/7.

 

On the same day we successfully performed the Optimization
session which was included in the service plan, on the customers system.

 

To make the optimization process hassle free for our customers,
we follow a specific routine based process for Optimization. First we send a
reminder mail to the customer providing a date and timing for Optimization. And
then we call the customer few hours before starting Optimization session on the
scheduled date to ensure that the system is online and connected to LogMeIn, a
task which is necessary for accessing the customers system for Optimization.
If customer is not ready for the scheduled date and timings or the LogMeIn is
just disabled ,then we request the customer to connect back through online to
perform instant Optimization session. However, customer can inform us what
his/her convenient time and date for Optimization is and we perform
Optimization according to that date and time.

 

In this case, we did follow our process for Optimization and
customer was very cooperative with us. We had completed three Optimization
session without any interruption. However, for fourth scheduled Optimization
session, customer indeed turned her system online for a long time. But customer
might not have been aware that her LogMeIn session had become disabled due to
activation of Anti Virus software on the customers computer. After failure of
the scheduled fourth Optimization session, the customer contacted us through
chat and then our technician explained the issue with LogMeIn and the reason
why we sent mails saying that the system was offline. We called the customer
with the intention of providing best service to her. However, each time we
called it went to voice mail.

 

Whenever, customer came through chat to us for Optimization we
always performed the Optimization without fail, with priority and with success.
We are hardly incompetent.  However, for fourth Optimization customer
came to us at late night without a reservation at a time when all the available
Optimization slots had already been reserved by other customers. As an aside,
thats like demanding a table at a full restaurant.  We apologized to the
customer for any possible inconvenience and asked her to schedule a time to
come back the next day, so we could perform the monthly optimization on her
computer.

 

Not hearing from her,
we followed up through emails and voice messages, but the customer did not
respond to us.  If she wants to continue receiving service for the balance
of the year...that is perfectly fine.  Otherwise, we will be happy to
issue a pro-rated refund for the unused months remaining on her service plan,
if what she wants is a way out of her service agreement.