OmniTech Support ? computer optimization, new incident, Internet

Mr. Frank called us on January 26, 2012 concerning two issues: Touchpad issue and computer takes long time at startup. Our representative handled the call and assisted him to connect to our technician. Then, our technician handled the chat session and requested for a one-time remote access to his computer. The customer granted us this one-time remote access and paid $59.98 to fix those issues. 

After getting the remote access, our technician checked the customers computer and performed required troubleshooting steps and then resolved the issue with touchpad first. Next, our technician resolved the issue with computer startup, too. BOTH those issues were resolved completely and the
customer gave us issue resolution confirmation.  

Below is the chat transcript:

7:13 PM Sony Support- Tech 16: Could you please let me know if the issue with computer boot to windows slow is resolved now?
7:13 PM Frank Striegl: Seems faster, yes...
7:14 PM Frank Striegl: Still had to do the internet connection twice - maybe it was too soon - seems it works better after the "gadgets" (usage meters) are loaded and running...
7:15 PM Sony Support- Tech 16: I understand that the issue with the Touchpad and computer boot to Windows slow is RESOLVED now; is that correct?
7:15 PM Frank Striegl: Yes, looks better; thanks.
7:15 PM Sony Support- Tech 16: Thanks for the confirmation.
7:15 PM Sony Support- Tech 16: You are welcome.
7:16 PM Sony Support- Tech 16: Let me schedule the Optimization for the
computer now.
7:16 PM Frank Striegl: OK; thanks.
7:16 PM Sony Support- Tech 16: You are welcome.
7:17 PM Sony Support- Tech 16: Let me escalate the session for Optimization now.
7:17 PM Frank Striegl: OK

On the same day we performed, as promised, a one time Optimization session on the customers computer and sent a detailed service report to the customer.

On January 28, 2012 the customer sent us a mail saying that he was facing an issue with touchpad hypersensitivity. Hence, we requested the customer to get back to us so that we could check the issue in detail.  

On January 29, 2012 Mr. Frank contacted us back with completely DIFFERENT issue from the initial issue; that is the Function keys were not working as expected. Then our technician apologized and stated that we were not authorized to provide 15 minutes of free support work for a second issue on his computer, as the initial issue had been resolved. However, the customer did not agree and he claimed that the issue was occurred after we optimized his computer and then disconnected the chat. 

We, Omnitech Support, 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.  We offer 15-minutes of free support to these customers. We solve over 50% of the issues that customers bring us on these out-of-warranty Sony computers during the FREE period, because we are very good at and efficient in what we do and Sony wants their customers to have the best support experience in the industry. 

In this instance, the customer came back to us with a totally different issue that was clearly not caused by us. Had this next issue been related to the initial issue, then our technician would be happy to resolve that issue for FREE, as the customer already made a payment for that initial issue resolution. However this issue was in no way related to his first issue.  Its like a customer complaining that his cars tail light didnt work after he had his cars oil changed.

As Mr. Frank is our customer, we would be happy to assist him regarding the issue. If the issue can be resolved within FREE 15 minutes support, our technician will be glad to resolve the issue and we will not charge him an extra cent. Mr. Frank wants to get things running and be done with that. However, its not always technically possible to solve all issues within a free period.

We have always been a company where we want our customers to be 100% delighted with their purchase thats why we have earned and maintained an A+ rating from the Better Business Bureau.