Complaint Review: Omni-Tech - Internet California

This customer
contacted us on February 5, 2011 with a Windows explorer issue. Our technician
handled the chat session and examined the issue and explained the exact issue
to the customer. Technician found malicious virus on customers computer. As
our PC Maintenance Service Plan is beneficial and economical; technician
offered our service plan to the customer. Here, we never forced the customer to
sign up for our Service Plan. Customer herself, realized the benefits and
usefulness of our service plan and signed up with us for Half-Yearly Service
Plan by paying $99.99.

Instantly, we resolved the issue
by removing all the malware from customers computer and customer confirmed the
issue resolution.

 

Below is the chat transcript of
issue resolution confirmation:

2:43 AM MS- L1- Tech 2: Is the
issue fixed now?

2:44 AM Connie Jordan: can i go to my homepage now?

2:44 AM MS- L1- Tech 2: Yes

2:45 AM Connie Jordan: thanks so much!

On February 14,
2011 customer came back to us to avail the services on her second system
(Laptop). Our technician installed Help Icon on the system (Laptop) and added
the customer's computer to LogMeIn for Optimization.

Always we
provided good service to the customer and indeed customer mentioned that in her
complaint too. We have offered the customer Half-Yearly Service Plan for both
Desktop and Laptop and we have sent the service plan details to customers
provided email id. There is no way, we could tell the customer that we would
not provide service for second computer (Laptop) and we never informed that to
the customer.

On February 18,
2011 customer came to us saying that her computer (Desktop) was freezing while
accessing web page. Technician worked on the issue and resolved the issue.
However, before confirming the issue resolution customer disconnected the chat
session.

On March 16,
2011 we sent a mail to the customer requesting to connect back to us if there
are any technical issue on her system. However, customer did not come back to
us.

We always
intimated the customer by sending prior-mails and by calling the customer. We
performed two PC Optimization sessions on customers Desktop till April 4,
2011. However, we could not perform scheduled Optimization session on
customers computer (Laptop) because the computer was not having LogMeIn (We
had installed earlier, customer might uninstalled it).

On May 6, 2011
we have completed the 3rd Optimization session on customers
Desktop.

On May 16, 2011 customer called us and informed that she was not even able to
restart the computer (Desktop). We requested the customer to get back to us
after few hours as we had to research on the issue and customer agreed to come
back. We were expecting the customer to come back to us as we already assigned
our senior most technician to work on the issue. However, customer did not
connect back to us.



Every day, we receive thousands
of customers emails and, accordingly, we reply to all the emails within a
short time frame. We have checked thoroughly our mail box and have found only
two emails from this customer, to which we had replied right away. It is an
incorrect claim that this customer had sent consecutively 5 emails and had not
received any answer from us.  Also, we do not stay on a phone with someone
for hours. It is baseless that we did not answer her phone calls or put her on
hold for up to an hour. We picked up every call from this customer and answered
her at once. We have the call logs from our carrier which also indicate the
number and the connect times of all of our calls we make and receive. 
This customer, apparently, has another virus on one of her computers. She can
contact us again so we can try to walk her through some trouble-shooting steps,
if her computer cannot access the Internet.