Natasha T.

This customer signed up with us on Jan 07,2014 for a half-yearly service plan by paying $569.99, which included unlimited technical support and the purchase of a Windows 8 Operating System. However, later we reimbursed $100.00 to her as she did not want the Windows 8 Disc.

During the subscription period we addressed the customer’s every issue and fixed those promptly and in timely manner. She checked on our work and confirmed the issue resolutions. Our technicians are not slow, as that would be in no one’s interest. Instead the resolution process might get delayed if perquisite circumstances are not available (Like: slow Internet speed at customer’s end, or after rebooting, the remote session is not connected back to technician, etc.).

On July 07,2014 her service plan with OmniTech expired. On August 16,2014 the customer called us and informed that she received a scam call from someone claiming to be from OmniTech Support, which was not true. She, then gave the access of her computer to those scammers after which her system kept on crashing and she faced other issues too.

WE ONLY CALL our existing customers when we’re trying to reconnect their computer. Or when an existing customer’s plan is about to expire. We don’t take credit card details again, since we charge the card you used at sign up, whose details are encrypted and can’t be seen by anyone in our company as per our Security norms. It was a scam call. We couldn’t leak her information.

This is a well-known scam that has intensified recently. Absolutely no one can tell if a computer needs an update or is infected, unless they have direct physical or customer-granted remote access to the computer. If someone calls with this claim, people should just hang up. This tech support scam that is making the rounds recently are from unscrupulous companies and individuals, that are calling people claiming that their computer is infected with numerous viruses and that the only way to prevent their computer from fatally crashing is to subscribe to their tech support services, so they can remove the threats. Sometimes, to lend credibility to their scam, they claim to be representatives of a leading tech support company, like we are.

However, out of courtesy, our technician looked into her computer, where she requested us to change password of her computer and to fix a Bit-Defender (her anti-virus software) issue. Our technician performed few troubleshooting steps, but the Bit-Defender issue could not be fixed except by Bit-Defender. Therefore, we requested her to contact Bit-Defender support to get the issue resolved. Also, we advised the customer not to take any unsolicited calls.

Again on August 28,2014 the customer called us and informed that she received one more scam call in name of OmniTech Support and now her computer kept crashing. Even though her subscription plan had expired, we assisted the customer through Power cycle (very basic troubleshooting steps) and informed the customer to get back once it was completed. Then the customer came back to us and our technician worked on her computer, but the chat got disconnected before we could complete the troubleshooting steps. On September 01,2014 the customer came back to us and we fixed the notification issue with Bit-Defender at no charge.
On September 09,2014 she called us and informed that her computer again crashed and now if we couldn’t fix it then she will go for refund. We worked on her computer and fixed her computer issue but she didn’t confirm the issue resolution and informed that she would get back after 20-30 minutes later. Afterwards, we called the customer three times but there was no response. Nevertheless, we closed her account and we did not try to contact her later.

Even after the customer’s service plan was expired, we worked hours on her computer and tried to fix the issue that was, indeed, not caused by us. We didn’t leak the customer’s information. There is no resolution we can offer to this customer at this point of time; except requesting her not to answer any unsolicited calls. Our process is very transparent and our policy & price are unmatched by others. We always want our valuable customers to be fully delighted with the service and value they get from us. That’s why we have earned and maintained an A+ rating from the Better Business Bureau.