Omni Tech Support OmniTech Support Caution , Internet

Many Online Technical Support companies use various online platforms to provide a reliable and very
economical customer service and support using standard remote access tools. They are very convenient alternative for any customers looking for support and service about their products. As it is instant online communications through chat, it can seem impersonal because it lacks the nuances of normal conversation. Sometimes, it is difficult to gauge how frustrated or confused a customer might be and it is equally difficult for a customer service representative to relay understanding and willingness to help without seeming scripted or insincere. This customer obviously misunderstood our process and blamed us for everything. Certain customer service situations and questions are
better resolved through personal conversation and thats why we later tried continuously to contact her, to no avail, to conclude this matter. Apparently, at last on September 04, 2012 we refunded her $399.99 that she agreed upon. Whatsoever, you say, its our commitment or services, and we never try to intimidate. However, Ms. Jane Domaracki has not bothered to mention in this complaint that
she got the refund she wanted in spite of our spending a great deal of time
fixing her issues.

Here is what happened in short;
----------------------------------------

Ms. Jane Domaracki contacted us on August 15, 2012 with an issue: Receiving IMAP server alert while opening outlook 2010. As it is obvious that some issues are more complex than they,
initially, appears and may be linked to other issues affecting the computers performance. These situations often can need more time and advanced trouble-shooting steps and sometimes hands-on assistance by the customer to help us resolve the issue(s).

Accordingly, our technician handled the chat session and took remote access of the customers computer and checked for issues. Then we ran PC Health Check up tool and it produced a
result displaying some infections and the same result was conveyed to the customer. It must be emphasized that no prominent 3rd-party software diagnosis tool can produce a fake result!

Then the customer agreed to pay for one time fix charges to fix that issue. Later, (with customers
permission) we offered our System Assurance plan and the customer agreed to sign up with us. Then the customer paid $399.99 and signed up for Expanded Yearly Service plan and unlimited online tech support for another computer.  

After performing few trouble-shooting steps, the issue remained unresolved. Then our senior
technician worked on the issue and later the issue was resolved completely. The customer checked the issue resolution and confirmed that the issue was fixed. As the issue resolution took more time than expected, the customer was somehow displeased and asked to terminate the subscribed Yearly service plan and informed us to charge for only the initial issue fix.

Below is the chat transcript for issue resolution confirmation:
----------------------------------------------------------------------------

3:59 AM MS- L1- Tech 16: We are glad to inform you that your issue with outlook has been fixed.
For updating our records, I would like you to kindly check and confirm if the issue has been fixed by replying with a YES or NO.
3:59 AM Jane: yes
3:59 AM MS- L1- Tech 16: Thank you for the confirmation.
4:00 AM MS- L1- Tech 16: May I end the session for you now?
4:00 AM Jane: i have received an error from nortons now please contac billing or me
4:01 AM Jane: for me
4:01 AM MS- L1- Tech 16: Okay Jane, I had stopped the norton service for 1hour.
4:01 AM Jane: i will pay for this session however I am not happy with this service for 20 more months
4:02 AM MS- L1- Tech 16: I need to reboot the computer for starting the norton service
again.

4:03 AM Jane: please transfer me to someone in billing i have been on here 6 and 1.2 hours and all it was was a classificaton of an email  server! I need billing to contact me now
4:03 AM Jane: i will reboot the computer and restore nortons myself thank you
4:03 AM Jane: thank you for your help anyway
4:04 AM Jane: REpeat-- I dont want this service for another 20 months
4:04 AM MS- L1- Tech 16: Okay Jane, I will assign callback.
4:05 AM Jane: thak you
4:05 AM Jane: thank you
4:05 AM MS- L1- Tech 16: Our voice team will contact shortly.
4:05 AM Jane: ok ill be here
4:05 AM Jane: have a nice day
4:06 AM Jane: please disconnect the remote servuce now
4:07 AM MS- L1- Tech 16: Okay Jane, our supervisor will call you shortly.
4:07 AM Jane: ty
4:07 AM MS- L1- Tech 16: Have a great time ahead.
4:08 AM The customer ended the session.

On August 16, 2012 our Billing Department called the customer regarding refund but it reached voice mail. Then the customer called us back but unfortunately, we could not communicate with her due to some technical issues. BUT, on the very next day we again called the customer to settle the matter, but we reached voice mail again and we left a voice message. In addition to that, we sent an email to the customer requesting to get back to us to conclude the matter. But there was no
response from the customer.

However, on September 04, 2012 we again called the customer and on the same day we refunded her $399.99 as per her request and sent a refund confirmation mail to the customer. The customer agreed to it.

Below are the refund transaction details;
--------------------------------------------------

Transaction ID: 358535136
Auth Code: 358545

She claimed in her complaint that we turned off her antivirus; our technician did turn temporarily off her Norton Antivirus which we told her, as to do so was required for us to perform some advanced trouble-shooting steps, that the antivirus would not understand.  Its just like if you receive an error message (for example, this Java error message) while attempting to install the Planning and Budgets system contributor web client, you may first need to temporarily disable your antivirus program. Then, you can install the Planning and Budgets system web client. And then you can re-enable the antivirus program (select it from the Start menu, or log off your machine then log back on). Thats what our technician tried to do on her system in terms of resolving the issue. She, apparently, did not understand this and she did not allow us to turn on the Antivirus. 
 
Sometimes the customer is not always right, sometimes they are misinformed; sometimes they do not wish to cooperate with the Merchant, if they do not get their preferable (even if its unattainable) solution immediately. In this particular case, her initial issue, we resolved effectively and in timely manner and the customer even confirmed the issue resolution! As the customer was not willing to continue the service plan, we refunded her the FULL amount (which we did not need to do, given the cancellation terms and conditions she had already agreed to).  Her complaint is 100% baseless.  She has not been ripped off here, but we have provided valuable service and did not get paid anything!

We are an organization, where we always try to provide the best services to our customers who truly need our support. We never scam anyone or rip off anyone. Thats simply not our policy. Our policies, prices and services are unmatchable by any others and thats why we have earned and maintained an A+ rating from the Better Business Bureau.