|Omnitech Support promissed, didn't deliver, lied Los Angles, California
|14th of Jul, 2011 by User470627
|I was promissed by Omnitech support that they could repair my wireless data card/driver on my Sony Vaio Laptop even if they had to write the code to do so. The card worked with Vista but failed with Windows 7 upgrade. Omnitech convinced me to pay the one year fee (approximately $200) and they would fix my computer, guaranteed! They tried for hours over several days. They could not repair it and never attempted to "write new code" as they stated. I asked for my money back and they refused. I twice tried to get my money back without success. When a company says they can solve your problem and that was the entire reason you paid for the service then in my opinion they have to fix it or refund your money! To make matters worse Sony was the one who recomends them (contracts with them) and hands you off to Omnitech Support. Sony has a responsibility to be sure the company they contract with represents Sony's best interest. In this case and all the cases I have read on this site and others, is Sony making a big mistake contracting with Omnitech Support? I sure think so!! I have twice before purchased Sony laptops. Not anymore! I just purchased a Lenovo T410S. Sony you deserve that and *#F*#* to Omnitech Suport. People save your money. Go to a reputable computer company in your local area. You'll be doing yourself a favor by being able to walk in and get help face to face and you will support your area's businesses. I now use a local computer company in town, they know what there doing and fair in price. I filed a complaint with the BBB today and plan on following this complaint up with a letter to the Minnesota attorney general and to the Sony corporation. Be sure to file your complaints!!!
|RESPONSE SUBMITTED BY OMNITECH SUPPORT: Thursday, July 28, 2011
This customer contacted us through chat on June 5th 2010 with an issue:"problem with smart WI and getting broadband card to work" and the customer signed up for a yearly plan by paying $149.99. Our technician handled the chat and worked on the issue; he installed the Memory Card Driver and installed Novatel Wireless EVDO Driver which not listed in the Device Manager and restarted the computer but the chat got disconnected.
On the same day, customer again connected us with same issue. Our technician installed the Sony Shared Library, installed the Novatel Wireless EVDO Driver but the issue still persisted and the chat got disconnected and the issue still remains unresolved.
The customer came back to chat again on June 6th 2010 with same issue but again the chat got disconnected while adding the system to our network; so we got the customer connected to one of our technician but we informed the customer that we will arrange a call back for further assistance by a Tier 2 Senior Technician as the issue remains unresolved, because of his disconnections. The customer agreed and closed the session.
The customer came back again on June 6th 2010 with the same initial issue; our technician suggested the customer to perform system recovery to resolve the issue but the customer asked for refund, so we informed the customer that we will escalate the issue to accounting. The customer only asked for refund for $149.99. He never paid $200. Below is the statement from
Sony Support Tech 6: Mark, according the information available online, it appears that you have purchased the yearly plan which provides you the 14 months unlimited technical support for 2
Mark: true but it was based on your ability to solve this problem or I was
guaranteed a full refund in writing
Sony Support-Tech 6: Yes, Mark. That's correct.
Mark: i expect a refund of 149.95 the amount charged on my credit card
Apparently changing his mind about stopping his subscription, the customer contacted us back again on June 8th 2010 with another separate issue issue: "Yellow Mark in Device Manager for CD/DVD Drive and Memory Card Reader". Our technician performed some troubleshooting steps and resolved the issue for him.
We Omnitech Support, followed up repeatedly through the balance of 2010 and through his subscription-ending date of June 5, 2011, with the customer asking him to have his computer on and connected to the Internet, so we could perform our regularly-scheduled monthly maintenance but customer never had his computer connected to the Internet at the appropriate time and he did not respond to our calls and emails for a year.
Finally, a FULL YEAR LATER, the customer sent us an email asking for refund, even though we had solved his issue of June 8th 2101 and spent hours trying to reach him. However as his subscription plan has expired, he was not eligible for a refund. Had he contacted us again about exiting his plan
immediately after our successful resolution of June 8th, as per the terms of subscription he had agreed to, we would have refunded his $149.99 payment less the deductions as spelled out in the agreement for the one-time resolution of an issue and an early termination fee.
On July 18th 2011, customer made a BBB complaint against our company requesting a full refund in spite of the terms he had agreed to and in spite of canceling his refund request of June 6, 2010when he came with an issue that needed solving on June 8, 2010. In fact, the customer claimed he paid a higher amount and his sign up date was stated as being later than it actually was. So, he was making a July 2011 complaint about a July, 2010 signup, but in reality, he signed up in June, 2010, making it well over a year.
We have always been a company where we want our customers to be 100% delighted with their purchase(s). We would have been happy to provide the refund, if the customer had contacted us before the expiration of the plan as we cannot provide refund as per the company’s refund policy that he had agreed to contractually.
We want our customers to be 100% satisfied and that’s why we have earned and maintained an A+ rating from the Better Business Bureau, but this man is no longer a customer.
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