Complaint Review: OmniTech Support - Los Angeles California

Yes, I was given a refund after I contacted the company several times. I am satisfied with that aspect of the resolution.

However, I am NOT satisfied with the continued deception of this company, even in their rebuttal.

Let's take a look at the FULL and UNEDITED (spelling corrected) script and you can see where I was lied to and pressured. I ask repeatedly for other lower cost options, or less than 12 month options and am told there are NONE.

Here, you can clearly see there is a 3 month option: http://www.omnitechsupport.com/cj/services/feestructure/all_packages.php

I ask for a per-problem fee repeatedly and am not given one for almost 20 minutes. When I finally am given the rate it is higher and completely off base from the advertised rate online (I discovered this the next day when I visit this link: http://www.omnitechsupport.com/cj/services/feestructure/all_packages.php). According to the link, I could have had 5 issues resolved for 79.99.

When I'm about to leave, I'm then offered a $100 discount that was created "just for YOU" and it's "the best plan we have ever offered." The sales person also tries to convince me that both of the issues that I presented (webcam and DVD) are due to "poor maintenance and lack of optimization" and that I need their services monthly moving forward.

(Script begins after the initial situation is assessed)

4:43 PM Sony Support- Tech 10: Let me now offer you a Plan where you can keep your computer safe and secure throughout the year.   

4:43 PM Sony Support- Tech 10: May I go ahead?

4:43 PM Corey Colwell-Lipson: yes tell me

4:43 PM Sony Support- Tech 10: We have a very popular System Uptime Assurance Plan, where youll get UNLIMITED technical sessions + 12 System Optimization sessions (required for fine-tuning and assuring 100 % uptime of your system).  

4:43 PM Sony Support- Tech 10: The best part is that, we support all computer related issues like Microsoft Office, Windows updates, virus, performance, wireless connectivity, printers, drivers and all other third party software related issues.        


4:44 PM Sony Support- Tech 10: All of this for just $299.99 for the year!! 

4:44 PM Sony Support- Tech 10: Thats it! Your entire computer related issues will be taken care for one complete year.   

4:44 PM Sony Support- Tech 10: Once you sign up, you wouldnt need to spend a single dollar more for any computer related issues for the complete year and you don't need to keep any other security along with our service.

4:44 PM Sony Support- Tech 10: There will be no additional or hidden charges.  

4:44 PM Sony Support- Tech 10: Please let me know your thoughts. 

4:44 PM Corey Colwell-Lipson: Is there a monthly plan?

4:45 PM Sony Support- Tech 10: Currently, we do not have a monthly payment option.

4:45 PM Sony Support- Tech 10: This is a one time payment for the whole one year.

4:45 PM Sony Support- Tech 10: Once you sign up, you need not to pay anything for our service for the complete 1 year.

4:46 PM Corey Colwell-Lipson: That's too bad. I really can't afford $300 right now. Plus, if the computer is not fixed, I can't keep it. I need the webcam for work on a weekly basis.

4:46 PM Corey Colwell-Lipson: What are other options?

4:47 PM Sony Support- Tech 10: Alright, please stay online for a moment while I check for any installments on the annual plan for you.

4:47 PM Corey Colwell-Lipson: ok

4:48 PM Sony Support- Tech 10: Thanks for waiting, Corey.

4:48 PM Corey Colwell-Lipson: ok

4:49 PM Sony Support- Tech 10: I just had a check with my
Supervisor.

4:49 PM Sony Support- Tech 10: You can just pay $159.99 to activate the annual plan of $299.99 and pay the remaining $140 in next 4 months.

4:49 PM Sony Support- Tech 10: I'm sure this would really
work out for you.

4:52 PM Corey Colwell-Lipson: Well, I SO appreciate you looking into this for me. I just don't see how I can commit to paying this without knowing that I'm not going to need a new computer. It's really too bad that Sony can't charge a monthly fee like Mozy or other sites...

4:53 PM Sony Support- Tech 10: Corey, let me inform you that all these issues have occurred due to poor maintenance and lack of optimizations; we'll make sure that the computer is performing at its PEAK.

4:53 PM Sony Support- Tech 10: Let me inform also you that the you can always transfer the service plan to any of your other Windows based computers without any additional cost.

4:55 PM Sony Support- Tech 10: Corey, no one knows Sony computers better than us as we are the manufacturers and expert technicians trained by Sony itself.

4:55 PM Corey Colwell-Lipson: Ok, there are three issues here. The first is that I need help now to get these essential pieces working correctly. The second thing is optimization moving forward. The third is having access to technical support (free) from here on out. Right now, I'm worried about how to get my computer working so that I can use it.

4:56 PM Corey Colwell-Lipson: And are you sure no extended warrantee was purchased for this computer? It may have been...

4:56 PM Sony Support- Tech 10: Corey, please don't worry; we'll make sure that all the issues are resolved completely.

4:57 PM Sony Support- Tech 10: As a senior Tech, I would suggest that you signup for the plan now; if at any time you feel our service is not beneficial to you, we do have refund policy for the same. However, let me assure you that you will be greatly benefited by our services.

5:00 PM Corey Colwell-Lipson: Is there anyone there who can approve a different payment option? Basically you are asking for $25 a month, which I could possibly do. If you can find a way to bill me once a month and I'm able to cancel anytime (i.e. if my system is not fixed and I have to go buy another laptop, which may not be a Sony), then I could agree. Might this be
possible?

5:01 PM Corey Colwell-Lipson: If you are able to help me and my system is optimized from here on out, then it will be worth every penny.

5:01 PM Corey Colwell-Lipson: Please understand, I've recently had a computer nightmare with this laptop. I wasn't able to work for 6 weeks due to Outlook issues.

5:02 PM Sony Support- Tech 10: Corey, I'm really sorry to inform you that we don't have a option of billing monthly.

5:02 PM Sony Support- Tech 10: However, you need not have to purchase a new computer as we'll make sure that all the issues are resolved completely.

5:02 PM Sony Support- Tech 10: The best part of our service plan is that you can always transfer the service plan to any of your other Windows based computers irrespective of their manufacturers without any additional cost.

5:02 PM Sony Support- Tech 10: Once you sign-up, I will install a HELP icon on the desktop of your computer, so that you can just click on it to get connected with us.

5:03 PM Sony Support- Tech 10: You need not have to worry, we'll optimize the computer in such way that it'll perform at its PEAK and make sure that these kind of issues will never occur in the future.

5:05 PM Corey Colwell-Lipson: Well, I'm just not sure the x-fer would do me any good. {Removed for privacy reasons}  If I need to get a new laptop, given the problems I've had, I may end up getting a mac and therefore my $300 would have
gone to waste. I really do want to work this out with you, and NEED to get my DVD player and webcam working. What is the pay-per case charge?

5:05 PM Sony Support- Tech 10: Corey, let me inform you that we are the only authorized remote support provider for the Sony VAIO computers; let me show you.

5:08 PM Corey Colwell-Lipson: yes, I see that. That's of value to me for sure. Still, I have had very bad luck with people insisting they can help and can't or things are far more complicated then they should have been. I just want these issues taken care of first. If they are, I can consider moving forward to protect the system in the future.

5:08 PM Corey Colwell-Lipson: Is there no pay by case option?

5:09 PM Sony Support- Tech 10: Corey, as I've informed that you can always cancel the service plan at any point of time when ever you feel the plan is not useful. We are also ranked A++ by the BBB.

5:09 PM Sony Support- Tech 10: Yes, we do have a onetime charge to fix the issue current issues.

5:10 PM Corey Colwell-Lipson: Can you please refer me to the fine print? If I cancel, do I get my money back? All of it, or just a portion of it? Can I cancel anytime? Need to know the specifics

5:10 PM Corey Colwell-Lipson: What is the one-time fee?

5:12 PM Sony Support- Tech 10: Yes, Corey; you'll get the money for the service plan which is not used.

5:12 PM Sony Support- Tech 10: Sure, you can cancel at any time, we are available 24/7, 365 days a year.

5:12 PM Sony Support- Tech 10: You can just drop a e-mail or call our help line # to cancel the service.

5:12 PM Sony Support- Tech 10: Let me show you the refund policy.

5:14 PM Corey Colwell-Lipson: But if I pay $159 today and the computer problems are not fixed tonight, or the problems are even worse (like the Outlook files get messed up), what is refunded? You see, right now I don't care about optimization. I care about getting my laptop working. Once things are fixed I'll care about optimization.

5:14 PM Sony Support- Tech 10: Corey, please don't worry; if the initial issues are not resolved we'll provide a full refund.

5:14 PM Sony Support- Tech 10 has sent a link:
http://www.omnitechsupport.com/sony/Payment-and-Refund-terms.html

5:17 PM Corey Colwell-Lipson: If you wish to cancel subscription plans (Is the annual $300 fee a "subscription" plan?
Usually subscription plans are billed monthly), you can email or chat with us to unsubscribe. However we will NOT issue a full refund once you cancel. What does this last line mean? Why will you NOT issue a full refund upon cancellation?
That's when I would want it.

5:17 PM Corey Colwell-Lipson: it

5:17 PM Sony Support- Tech 10: Corey, this refund policy is applicable if the initial issues are fixed; however, if the initial issue remains unsolved; we'll SURELY provide you FULL REFUND.

5:18 PM Sony Support- Tech 10: Corey, I'm sorry to inform you that this example given is just to understand the refund policy; however, we don't have any monthly plans.

5:18 PM Corey Colwell-Lipson: Ok, no matter what you say is the problem? In other words, you could say, "This is not a Sony
issue" therefore it's not our problem this couldn't be fixed.

5:19 PM Corey Colwell-Lipson: WHAT is the per issue plan?

5:19 PM Sony Support- Tech 10: Corey, please don't worry; we'll fix all the software related issues irrespective of whether it's a Sony or third party applications.

5:20 PM Sony Support- Tech 10: The best part of the service plan is that we resolve issues not only related to Sony VAIO Computer but also issues related to Operating System, Microsoft Office, Networking issues (wired/wireless), Update issues, Virus issues, Printer connectivity issues, other 3rd party Application Software etc.

5:20 PM Corey Colwell-Lipson: Yes, I see how that would be nice, but I have to worry about first things first.

5:20 PM Corey Colwell-Lipson: Please do tell me about the pay per issue plan

5:22 PM Sony Support- Tech 10: Corey, we charge $49.99 for a driver issue and $69.99 for a software issue and an optimization session would cost you $39.99.

5:22 PM Sony Support- Tech 10: So, it would cost $159.97 to fix all the issues that I've mentioned; however, you can just pay $129.98 to fix these issues.

5:23 PM Sony Support- Tech 10: Hence, I would suggest that you opt for the service plan.

5:23 PM Sony Support- Tech 10: In the service plan, you'll not only get the current issues fixed but you'll get UNLIMITED Tech Support for the next 12 months plus 12 optimizations sessions.

5:26 PM Corey Colwell-Lipson: Tell me again what would happen if we need to revert back to the manufacturer settings... What would happen with Outlook? I just cannot risk having to re-import. Doing so crashed the system of the company that was doing the work - 3 times! I would need to keep Outlook intact. Would this be possible?

5:27 PM Sony Support- Tech 10: Corey, please don't worry; we'll perform all the advanced troubleshooting steps to resolve the issue.

5:28 PM Sony Support- Tech 10: You need not have to worry about the Outlook, we'll make sure that the data with it will be intact and completely safe.

5:29 PM Sony Support- Tech 10: Also, we'll not perform the system recovery without your permission.

5:29 PM Corey Colwell-Lipson: Ok, so would an export/import be required?

5:29 PM Sony Support- Tech 10: Corey, it is required to backup the Outlook data only if we perform system recovery.

5:32 PM Corey Colwell-Lipson: I understand but the thing is that people don't seem to "get" how big my outlook file is until they are in there and then there's problems. I know you are trying to sell me something but if there's a chance we will need to backup outlook, then export, then import, I'll have to say NO. It took the last team 6 WEEKS to get the information imported. Take a look at the file and you will understand.

5:32 PM Sony Support- Tech 10: Corey, in that case; you need not have to worry; we'll not perform the system recovery.

5:33 PM Sony Support- Tech 10: We'll make sure that the issue is resolved without performing the system recovery.

5:33 PM Sony Support- Tech 10: Corey, I really understand your concern.

5:34 PM Corey Colwell-Lipson: Was anything of benefit already done today?

5:34 PM Sony Support- Tech 10: I realize the importance of the Outlook data; so we'll make sure that it is completely safe and secured.

5:35 PM Sony Support- Tech 10: Yes, Corey; we have tried to fix the issue in the 15 minutes of FREE support.

5:35 PM Corey Colwell-Lipson: Right, but where are we with it? Just curious.

5:36 PM Sony Support- Tech 10: Corey, we need some more additional time to work on the issue further and make sure it is resolved.

5:36 PM Corey Colwell-Lipson: Ok, so what happens if I need time to think about this?

5:37 PM Sony Support- Tech 10: In that case; you can just pay a onetime charge to fix the issue, and the upgrade the same to the annual plan at your convenience.

5:38 PM Sony Support- Tech 10: Corey, as you are valued Customer; our Supervisor has agreed to provide an AMAZING discount of $100 on the actual cost of the annual plan.

5:38 PM Sony Support- Tech 10: So, all you need to pay for the annual plan would be $199.99; however, this would be a onetime charge and there are no installments on the same.

5:38 PM Sony Support- Tech 10: The $199.99 discounted annual plan includes UNLIMITED tech support sessions + 12 PC optimization sessions for next 12 months.

5:39 PM Sony Support- Tech 10: Believe me, this is the best plan we have ever offered.

5:39 PM Sony Support- Tech 10: And all the special offers that I've provided is valid if you can signup in the current session only.

5:40 PM Corey Colwell-Lipson: Ok, just a moment, please

5:40 PM Sony Support- Tech 10: Sure, take your own time; I'll stay online with you.

5:42 PM Corey Colwell-Lipson: Are you able to direct me to the fine print of what I'm purchasing?

5:42 PM Sony Support- Tech 10: Corey, are you referring to the purchase receipt?

5:43 PM Corey Colwell-Lipson: No, there must be a page or document with an outline of what this plan looks like, the guarantees, etc. Is there?

5:43 PM Sony Support- Tech 10: Sure, you'll receive an detailed e-mail about the service plan that you'll signup in two business days.


5:43 PM Sony Support- Tech 10: Yes, let me open the page where you can view the contents of the plan.

5:44 PM Corey Colwell-Lipson: Honestly, I'm just worried that you're telling me you can help, but that when I have someone new, the story will be different. Not that you are not telling me the truth, but that someone else might not be on the same page.

5:44 PM Corey Colwell-Lipson: ok

5:46 PM Sony Support- Tech 10: Corey, please don't worry about that all the connections and payment pages that we use are 256-bit encrypted.

5:46 PM Sony Support- Tech 10: The HELP Icon that we install once you signup for the plan will redirect to our senior technicians only who'll be experienced in fixing such issues with high .

5:47 PM Corey Colwell-Lipson: ok hang on...


5:47 PM Sony Support- Tech 10 has sent a link:
http://www.omnitechsupport.com/sony/yearly_new_$199.99.html


5:51 PM Sony Support- Tech 10: Please go ahead.

5:52 PM Corey Colwell-Lipson: Selena, I'm curious about why you said the plan was $300 a year and here on the website it says $200 a year.

5:52 PM Sony Support- Tech 10: Corey, this is a special discounted offer that was provided exclusively for YOU and the payment link was created just NOW.

5:53 PM Sony Support- Tech 10: L:et me show you the actual cost of the annual plan.

5:54 PM Corey Colwell-Lipson: ok, thanks for showing that to me.

5:55 PM Sony Support- Tech 10: Alright, please go ahead and signup for the discounted plan so that we can continue working on the issue.

5:56 PM Corey Colwell-Lipson: Can I pause the screen share will I purchase?

5:57 PM Sony Support- Tech 10: Sure, Corey; however, the card details that you enter will be encrypted.

: Thanks for the confirmation.         

6:02 PM Sony Support- Tech 10: Your plan is valid till 02/21/2014. After that, there is a charge of $14.99 per month for the
subsequent tenure of services.    

6:03 PM Sony Support- Tech 10: I would like to inform you that, if you have any issues with our service, please do not hesitate to contact our Customer Support team. You can contact us through our Telephone Support, available at 1-800-966-9940 (8 am to 2 am Eastern Time).     
****

As a Sony Tech Premium Support Partner since 2002, were skilled to work on Sony
products related to Software issues, and we are committed to provide excellent,
reliable service at a very low cost to our customers. We always post our plan
charges and services on our website, which is the conduit through which ALL our
customers pass and must review. This customer was served with professionalism
at every instance, which we can demonstrate because we record every keystroke
of every chat we have with a customer, as well as all steps we undertake in
trouble-shooting and solving a customers issue.

On February 21, 2013 this customer came to chat with two issues Discs are not
playing in the CD/DVD drive (player missing) and webcam. Our technician
checked the issue and then we explained our System Assurance plans and per
issue charges too. As System Assurance plan is more economical, our technician
ONLY suggested signing up for Yearly plan at $199.99 where the customer gets 12
months UNLIMITED Technical support for N number of issue resolutions. We never
forced the customer to agree to anything. Later the customer agreed and paid
$199.99 for Yearly Plan.

Below is the chat transcript where the customer agreed to pay $199.99:

6:50 AM Corey Colwell-Lipson: Please do tell me about the pay per issue plan
6:52 AM Sony Support- Tech 10: Corey, we charge $49.99 for a driver issue and $69.99 for a software issue and an optimization session would cost you $39.99.
6:52 AM Sony Support- Tech 10: So, it would cost $159.97 to fix all the issues that I've mentioned; however, you can just pay $129.98 to fix these issues.
6:53 AM Sony Support- Tech 10: Hence, I would suggest that you opt for the service plan.
6:53 AM Sony Support- Tech 10: In the service plan, you'll not only get the current issues fixed but you'll get UNLIMITED Tech Support for the next 12 months plus 12 optimizations sessions.
-
7:08 AM Sony Support- Tech 10: The $199.99 discounted annual plan includes UNLIMITED tech support sessions + 12 PC optimization sessions for next 12 months.
7:09 AM Sony Support- Tech 10: Believe me, this is the best plan we have ever offered.
7:09 AM Sony Support- Tech 10: And all the special offers that I've provided is valid if you can signup in the current session only.
7:10 AM Corey Colwell-Lipson: Ok, just a moment, please
7:10 AM Sony Support- Tech 10: Sure, take your own time; I'll stay online with you.
7:12 AM Corey Colwell-Lipson: Are you able to direct me to the fine print of what I'm purchasing?
7:12 AM Sony Support- Tech 10: Corey, are you referring to the purchase receipt?
7:13 AM Corey Colwell-Lipson: No, there must be a page or document with an outline of what this plan looks like, the guarantees, etc. Is there?
7:13 AM Sony Support- Tech 10: Sure, you'll receive an detailed e-mail about the service plan that you'll signup in two business days.
7:13 AM Sony Support- Tech 10: Yes, let me open the page where you can view the contents of the plan.
7:14 AM Corey Colwell-Lipson: Honestly, I'm just worried that you're telling me you can help, but that when I have someone new, the story will be differnt. Not that you are not telling me the truth, but that someone else might not be on the same page.
7:14 AM Corey Colwell-Lipson: ok
7:16 AM Sony Support- Tech 10: Corey, please don't worry about that all the connections and payment pages that we use are 256-bit encrypted.
7:16 AM Sony Support- Tech 10: The HELP Icon that we install once you signup for the plan will redirect to our senior technicians only who'll be experienced in fixing such issues with high .
7:17 AM Corey Colwell-Lipson: ok hang on...
7:17 AM URL push: http://www.omnitechsupport.com/sony/yearly_new_$199.99.html
7:21 AM Sony Support- Tech 10: Please go ahead.
7:22 AM Corey Colwell-Lipson: Selena, I'm curious about why you said the plan was $300 a year and here on the website it says $200 a year.
7:22 AM Sony Support- Tech 10: Corey, this is a special discounted offer that was provided exclusively for YOU and the payment link was created just NOW.
7:23 AM Sony Support- Tech 10: L:et me show you the actual cost of the annual plan.
7:24 AM Corey Colwell-Lipson: ok, thanks for showing that to me.
7:25 AM Sony Support- Tech 10: Alright, please go ahead and signup for the discounted plan so that we can continue working on the issue.
7:26 AM Corey Colwell-Lipson: Can I pause the screen share will I purchase?
7:27 AM Sony Support- Tech 10: Sure, Corey; however, the card details that you enter will be encrypted.
7:28 AM Corey Colwell-Lipson: I see ok, no worries then. And thank you for copying the log
7:31 AM Corey Colwell-Lipson: 418579302
7:31 AM Sony Support- Tech 10: Thanks for the payment, Corey.

 After payment was done, the chat got disconnected. We called the customer but it reached
voice mail.

On February 24, 2013 the customer asked for refund. We informed the customer that
it might take 2-3 business days to get the refunded money as it depends on her
issuing Bank process.

On February 25, 2013 the customer came with initial issues and our technician fixed the issue. Then our technician installed HELP icon on the customers computer and requested to get back any time. The customer agreed and confirmed the issue resolution.


Below is the chat where customer confirmed that the issue is resolved:
10:23 AM Sony Support- Tech 23: Dear Corey , you came to us with the issue that the Discs are not playing in the CD/DVD drive and web cam not working.
10:24 AM Sony Support- Tech 23: Now, you have tested and confirmed that the issue is fixed.
10:24 AM Sony Support- Tech 23: Can I take this as a confirmation that the issue is resolved?
10:24 AM Corey Colwell-Lipson: right
10:24 AM Corey Colwell-Lipson: thank you, goodnight
10:24 AM Corey Colwell-Lipson: yes
10:24 AM Sony Support- Tech 23: Thanks for the confirmation, Corey.
 

After reviewing the case history of the customer on February 25, 2013, we refunded the FULL amount of $199.99.

Below are the refund transaction details:
Transaction Approved.
Auth Code: 419949220
Ref #: 419939197

Then we called the customer and informed about the refund and the customer agreed for the same. We sent a mail with refund transaction details too. (Kayako ID: 979975)

This persons issue was resolved and confirmed in a fair & clean manner, and as the chat transcript shows, we did not forcefully obtain the confirmation. Plus, we resolved the issue for FREE. We never use a dishonest sales tactic or try to avoid giving a refund.

In spite of spending hours on the customers issue, we initiated a FULL refund of $199.99. We even did not charge the customer for issue resolution or the cancellation fee which is mentioned in the Terms & conditions of the Service Plan, which he agreed to. We could have contractually charged the customer but we didnt. We strive to make all of our customers to be happy and satisfied with our
services. 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.  As OmniTech Support, we have been a Sony Tech Premium Support Partner since 2002 and have earned and maintained an A+ from the Better Business Bureau.

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