OMatta For Computing

Revdex.com:
At this time, I have not been contacted by OMatta For Computing regarding complaint ID ***
Sincerely,
*** ***

On January ** we at Omatta For Computing received a call from [redacted] inquiring about our services. She explained that she was experiencing problems with the operation and performance of her computer, a Lenovo C365 model.  Because she mentioned that she heard of our service through...

one of our advertising Flyers the $60 "In-home" Diagnostic fee was reduced to the one-time introductory price of $20 as the Flyer advertised.  The Flyer is one of our ways of advertising our services and introducing us to new customers.  It was explained to [redacted] that if she wanted to take advantage of the introductory $20 "In-home" Diagnostic and save $40 on the regular price we could schedule a Technician to visit her at her convenience between the hours of 10 am and 9pm Mondays through Fridays and that the Diagnostic usually takes ABOUT an hour.  We further explained that after the Diagnostic the Technician would sit with her and discuss his findings and explain not only the problems discovered but her options in dealing with them.  We explained, as we do with all our first-time customers, that they are NOT obligated to have us fix any problems that are uncovered by the Diagnostic and that they are free to fix these issues themselves, take it to another qualified repair service or can put their trust in us, as so many satisfied customers have done in the past, and have us make the repairs.  If they decide to either perform the repairs themselves now that we have pinpointed the problem(s) or decide to have someone else do the needed repairs that their only obligation is the cost of the Diagnostic.  [redacted] made an appointment for the Diagnostic House Call for the following day (January **, 2017) at 11am.  The Technician assigned to [redacted]'s case was Lonnie, who made a courtesy call in the morning to [redacted] to remind and confirm her continued desire for services which she confirmed in the affirmative.  This is also our opportunity to not only reassure our customers that we are in fact coming but to also explain that the Technician is subject to weather conditions, traffic and available parking and that they should keep that in mind, and not panic if the Technician does not arrive exactly at 11am on the nose, but to please do call us if they are delayed by more than a half hour so we can track them down.     The Technician arrived promptly and conducted the Diagnostic on [redacted]'s computer.  After which he conferenced with [redacted] and explained what the cause of the computer's slowness and under performance was.  In her case, it was due to her contracting numerous viruses and her installation of numerous fake optimizing programs and "junkware".  It was further explained that the reason she had gotten all of that was due to her failure to install quality Professional AntiVirus software capable of protecting her computer and her failure to following safe computer use habits (vis. installing cheap and "Free" "junkware", poor web-surfing habits, downloading "pirated" music and software, etc.).  The Technician showed her proof of her viral infection and then proceeded to outline her options to rectify her situation. Given several choices on how to deal with her issues, [redacted] decided on our "System Rebuild" option that is done at the shop and usually takes ABOUT 3 days on average.  The System Rebuild cost $100 and it is important to note that it is purely a software process. This means no hardware is replaced or "fixed" in anyway because a viral infection and corrupted system files that are causing the sluggish performance are not in her case caused by failing hardware.  This is lucky for her because if it was found to be hardware related it would have added to her woes and replacing the malfunctioning parts would have added cost to her repair bill.  With computers you can have software problems or hardware problems... or you can have both.  Lucky for her all indications were that it was just software related traced to her viral infection and installed "junkware".  I wish to add that in some cases the infection can be so bad that it "Masks" underlying hardware issues that won't be visible until the software issue is addressed and its integrity is restored.  In which case the hardware issue is then free to rise to the surface and becomes apparent, in which case at that time our technicians would then inform the customer of any new findings that need addressing and what cost would be involved in addressing them.  Fortunately, no hardware issues appeared in our post "System Rebuild" tests of her computer.   We also advise and recommend but do not force our customers to purchase a good quality AntiVirus program to guard their computers once the system is purged of its viruses so as to prevent a reoccurrence of a viral infection. We offer as a service to install it for the customer with a choice of protection levels:  basic, intermediate and high.  We caution customers not to be "Penny-wise and Pound-foolish" by trying to save money by not purchasing and installing a quality AntiVirus which inevitably leads to reinfection and then having to pay someone to repeat the virus removal process once again at an additional cost. However, in the end, it is the customer's choice to make though we do warn them not to "come crying" if they ignore our advice when it most assuredly occurs.  [redacted] decided on getting the highest protection package at the discounted price of $90 by bundling it with the System Rebuild process, so her total came to $210.   Though we only require a deposit of one-third of the total bill, [redacted] left $120 towards the $210 total. As I stated earlier we do not guarantee that the System Rebuild process will take 3 days but word it as, "this process takes ABOUT 3 days, on average" but we realize that customers seem to hear "ABOUT 3 days" as "3 days".  No matter, as her computer was ready on the second day anyway but that did not prevent her from calling several times each and every day asking if the machine was ready yet.  There is nothing more annoying than a customer calling over and over inquiring about the status of the repairs on their equipment like a child in the backseat on a long car trip constantly asking, "Are we there yet"?  It only serves to delay the repair of their equipment because the time spent on answering the phone and tracking down their paperwork and answering other questions only takes the technician away from spending his/her time doing the actual repair, but we humour the customer anyway and politely give them a status.  However, it doesn't save us from scratching our heads and wondering what part of "ABOUT THREE DAYS" did [redacted] not grasp when she called twice a day, every day? We make it clear that we will call as soon as the computer is ready so as to schedule the computers return.  So as not to disappoint or cause some inconvenience in breaking an appointment, we do not call or schedule an equipment return until the equipment is 100% finished.  It is our policy NOT to "guess" or "anticipate" the completion of a project just in case it does not pass its final examination or other problems that may have been masked become apparent and need to be addressed.  When it's done... it's done, and we want to make the customer happy and get it to them as soon as possible just as much as we want to get paid and make room in our shops for new equipment coming in as soon as possible. Therefore, there is no gain for us in letting repaired equipment sit on our shelves.  We see it as a "Win-Win" situation. They get it back as soon as possible and we get paid as soon as possible. In fact, we have more issue with customers rushing us to finish work, but then not having the money ready when the equipment is ready for return and then asking us to wait a week, a month or months to gather the funds.  In any case, [redacted]'s computer was right on schedule and passed all its final tests in just TWO days (that is what "ABOUT" means), so we called and were able to arrange to return the computer on Thursday the [redacted] of January.   The Technician delivered and then set up the computer, then turned it on and demonstrated that the computer was not merely running and connecting to the internet, but pointed out how quickly it now did so due to the repairs.  The customer was invited to sit at the computer and "run it through its paces" by going to multiple websites of their choosing like their Facebook and email and to open programs located on their hard drive to see and experience the improvement in performance and that it was indeed fixed.  The AntiVirus they chose was also pointed out and when the customer was satisfied, payment was collected and the technician continued on to the next customer on his schedule. But before leaving he informed [redacted] that she should use the computer frequently for the first 5 days to get reacquainted with it and experience its new speed and agility... but NOT to install any new programs or download ANYTHING over those 5 days.  The reason for this is that in our past experience with returned computers, after we "clean" and fix computers with viruses and "buggy" programs that had slowed them down and had ill effect on the computer's performance, that as soon as we leave the computer with the customer, the customer will immediately reinstall many if not all the "junkware" that caused the original crippling of the computer and thereby return the computer to its poor performance state.  Since at this point the customer has not given themselves enough time to experience the computer in the state we have delivered it to them they have nothing to compare how the computer runs BEFORE they re-cripple the computer with their "junkware" download and installations and therefore assume it is OUR work that was not done right. So, we ask them NOT to install or download ANYTHING for 5 days to let them experience how WE returned it.  Then, once the probationary 5 days are up, if they install or download something that negatively affects the computer, they will see the stark contrast and be aware that it is THEIR actions that re-crippled the computer and they are advised to reverse their steps in hopes of reversing the damage.  The choice of 5 days is completely arbitrary.  Three, two or even one day is sufficient  to demonstrate that it was returned completely fixed but we like customers to have enough opportunity to use and get a "feel" for the improved performance of their machine.  The System Rebuild process is in essence a clean-up and rebuilding of your computer's SOFTWARE from scratch.  It is analogous to someone tearing down your house or apartment and building it back up with all new and top quality materials from scratch and from the ground up. Once finished, it represents the best your computer can perform at, since everything is new and "shiny".  However, it is ONLY new and "shiny" SOFTWARE, not hardware since it is a purely software process only using your existing hardware.  For example... It will not make a CD or DVD drive with a broken tray or dead motor come back to life. That would require EQUIPMENT repair or replacement (hardware/parts). BUT if the CD or DVD drive wasn't working due to corrupted programs that were running and controlling the CD or DVD drive, then since those broken or corrupted programs have been washed away and replaced with brand new and up-to-date versions that work perfectly, your CD or DVD drive will spring back to life.    Now, because this is ONLY a clean-up, when people ask, "What is the warranty" or "How long will it last" and "Will we come back and re-clean it if it slows down again?", we answer that there is NO WARRANTY, and we can't predict how long it will last, nor will we come back and re-clean it if it slows down or gets bad again without charging them all over again for the clean-up.  Why...?  Because it was a "clean-up" that is why.  If you hired a cleaning lady to clean your house and the moment she stepped outside the door you spilt milk on your floors would you expect her to come back and clean up your NEW mess at no additional cost? Do you expect that your ONE payment to clean that one time entitles you to a lifetime of following you around and cleaning up after you?  No you wouldn't.  Once cleaned, your computer, like your house, will only stay as clean for as long as you keep it that way.  It's now on YOU to keep it that way... unless you call the cleaning lady again and pay her to clean it all over again. The same applies with your computer.   Now, [redacted]'s current problem with the computer not powering on is not related to the clean-up of viruses and "buggy" programs that she paid us to rectify.  But let's FIRST correct the sequence of events as they transpired and NOT as [redacted] described them, for the record.  [redacted] called in a panic conveying to Lonnie that the computer was not powering on.  He asked her if when she turned it on if ANY lights appeared on the computer base or ANYTHING appeared on the screen, to which she replied, "No... Nothing on the screen and no lights."  He repeated, "Are you SURE you don't see ANY lights", to which she again confirmed that there were no lights at all.  This would indicate that the computer is either not plugged in or not getting any electricity since computers have several indicator lights in places like the keyboard, mouse's tracking LED, "On" button on the console, screen and their power supply/charger/adapter usually has an indicator light to let you know it is plugged in. Since she repeated that there were NO lights at all, Lonnie correctly advised her to move the computer to another wall outlet and try again, since it most likely meant no electricity was reaching the computer and could be that the wall outlet had blown or the power supply/charger/adapter had burnt out, but first thing first was to plug into a different wall outlet.  It was NOT her idea to set it up at a different wall outlet nor did she try that BEFORE she called as she describes in her accounting.  It is a common sense to thing to assume that the problem with a machine that is plugged into the wall outlet that is not showing any signs of getting electricity is simply that the wall outlet or power sully are not supplying electricity to the computer but in this case assuming [redacted] possesses common sense would be your first and worst wrong assumption. It took Lonnie's suggestion that she try moving the computer to another wall outlet to get her to do so.  She ONLY called that one time and all she got was that one helpful, albeit common sense suggestion but before she hung up and got the chance to try the suggestion Lonnie briefly mentioned that if that didn't remedy the situation that it MAY indicate that the computer had burnt out.  He did not go into what could have caused it to burn out or why might it occur or how to diagnose where else the problem might lie because the truth of the matter is that it is NOT our responsibility or policy to Diagnose people's problems over the phone, using customers as our eyes, ears and hands nor is it our policy or fair to ask us to diagnose problems for free.  Lonnie had already gone above and beyond by tossing her that free bit of advice.  A further diagnosis would require setting up a new appointment to have a Technician revisit and determine why the computer was not powering on since problems of that sort have nothing to do with viruses or their removal.   Now since she never called back it was assumed that she followed Lonnie's suggestion and it was simply that the wall outlet had blown a fuse or burned out and that by moving to a different wall outlet that was working that the problem was resolved.  Had she called back (which she never did) we would have suggested scheduling another visit by one of our Technicians to Diagnose the current problem and situation and so as to get to the bottom of things.   Viruses and corrupted files and software can affect the performance and running of the software once the computer HAS booted up... BUT CANNOT keep electricity from flowing into the computer, lighting up the indicator lights or preventing the computer from turning on.  That is all mechanically controlled (hardware related... wires, plugs, lights, on-buttons, etc.). The computer must FIRST come on for viruses to run and take over control of your computer since "Virus" programs are PROGRAMS that need a running computer to execute. In other words, [redacted]'s problem is a HARDWARE failure issue that requires a qualified Computer Technician to trace and Diagnose.  Her statement that she did not use the computer long enough since we returned it to have caused a burn out is proof that she is clueless about figuring out or judging not only what is currently wrong with the computer or that it has no relationship it the work done but more importantly she is no clueless on how to determine who is to blame.  The clock for judging "How Long" she has been using the computer that would cause it to burn out does not start ticking when we returned it... it began when she BOUGHT the computer and first turned in on. How long has she OWNED the computer?  The answer to THAT question will answer how long she has been burning it out. So, when she says she did not have it long enough to burn it out, the answer is that she has been burning it out for at least 2 years when she first turned on the computer after purchasing it.   By the way, even IF this would have been a reoccurrence of a virus issue, (which I have already shown is not the case nor possibly the problem) it would still not be our fault or responsibility to correct since the AntiVirus program installed is charged with the duty of keeping the computer virus free.  We don't manufacture the AntiVirus program, Norton does.  We only sell it. So any complaint would be between Norton and the customer. She would have to contact Norton and if not satisfied with their handling of the problem would have cause to file a complaint about Norton with the Revdex.com (maybe you've heard of them... ;)) not us.   We will not speculate what the current problem is or what is its origin or the best course to take to fix it.  We are not magicians or fortune tellers. We can only GUARANTEE that it is unrelated to our work through understand logical "Cause and Effect".  We are highly trained engineers and technicians that use the Scientific Method in all our problem solving.  I'm sure [redacted] doesn't even know what is meant by the "Scientific Method".   As for her ridiculous comment regarding other complaints filed with the Revdex.com, we are not aware of them and would not have been aware of this one if "Warren" at the New York City Revdex.com office had not called us and informed us of the complaint by phone but I'm sure if there is another it was made by another customer that was equally as clueless as [redacted] of how computers work or how to employ logic in tracking down fault.  Since intelligence is defined as one's ability to logically problem solve, it is safe to say [redacted] possesses very little.  If she uses the number of complaints filed with the Revdex.com to decide whose services to use or products to buy then she certainly would not have bought her Lenovo Computer or had them running Microsoft software or any of the many venders whose components and individual software are incorporated into her computer since Microsoft complaints alone number in the tens of thousands as do Lenovo, Dell, HP and any company older than five years. Our record at the Revdex.com is exemplary and WAY better than any business our age. No business that has been in business as long as we have has less complaints nor NOT gotten at least one complaint from some misguided, clueless individual as I have shown [redacted] to be in her frivolous and baseless complaint.  We only count the complaints from people that prove their case... which she certainly is not numbered among.  Anyone can file a complaint, [redacted]. It is another thing to prove your case instead of being proven the fool as we have proven you to be here. Be aware that your frivolous complaint amounts to liable and gives us grounds to sue and recover monetary reparations if you do not withdraw it with an apology.  We will be discussing our options with our lawyers.   In conclusion, let us make clear that [redacted]'s computer has developed a NEW issue (as aging computers do) unrelated to the prior one which we fixed for her.  It would be like a person taking their car in to fix a flat tire and then a couple of days later experiencing the car's air conditioning has stopped working and trying to convince the mechanic that the two are related and even going so far as them trying to blame his tire replacement as causing the air conditioning malfunction and then going one step further and expecting the mechanic to refund the payment made to fix the flat tire when it is evident that the tire that was flat and needed fixing and now works perfectly and has no influence on the malfunctioning of the air conditioning system in the car.  The NEW problem is just that... a NEW and separate problem and unrelated to the other.  Like cars, computers are made up of hundreds of parts and systems, each performing individual and specialized tasks that makes the computer work as a whole. Like lunges, heart and brain work different functions but work together to keep each individual alive as a single person.  Lung Cancer is not related to something heavy falling on your toes. Such is the relationship between Virus removal and a computer not receiving electricity. Time to take some courses in Computer Science AND... also taking a course in "Logic" to get a better handle on the principles of "Cause and Effect", [redacted].  No... we will not refund her for the work we did in removing her viruses and reinstalling her Operating System and programs anew since all that was executed perfectly and exactly what she asked us to do. Solving her virus and slow performance issues was all she paid us for and exactly what was delivered and nowhere in her complaint does she mention that she observed viruses or slow functionality. However, [redacted] is welcome to call us and schedule a NEW Diagnostic to get to the bottom of her new issue. Further, if she apologizes and asks nicely, we may even agree to extend the one-time introductory price of $20 for the Diagnostic to her second Diagnostic House Call (a $40 savings).  However, this is a limited time offer and may be withdrawn at any time.

Review: On march **,2914 I hired Omatta to cleam my computer because it had a virus in it, also I paid hom 70 dollars to put an anti virsus from norton on th computer, I got the computer back on the [redacted] he had put 90 days on the computer, also Team viwer and remove my chat account from the computer. I remove all of tht including norton equipment because they wer messing up the computer, also I found out that they have remove the acceteerate drive and replace it with an intel drive, and I think thank drive come from a dell computer since mine is HPI could not get into my AOL mail, I call AOL and he ask me could he look into my computer, I gave him promission to do so. What wa found is that th computer wa impropertly instaled 75 errors made on the ** of March. Hrd wear had been change Problem with thee moden and network adapter.When I cALL on the ** about the norton subscription, I was told it was an error, and someone would come and change it and correct th errr0r I am off line, also he change my computer name and did not give me the pasword. the PC is slower than it was whe I gave it to him. I paid this man %170.00 for the cleaning and norton service. I call today th person who answer th phone cuss m out call m name said I ws not raise right and a lot of defame names. I am hearing impaired and printed everything she said to me.The person at AOL who look into my computer is name [redacted], The person also said the was a licesene key for teem viewer but there was no key on that site to my knowledge unless it was numbers. that was put on my computer without my promission. I am still off line.Desired Settlement: Refund and payment to have my computer fix correctly, since they have remove the Acceetrate, why would an intel acceterate drive be in an HP computer, And change hardwear on my computer.Intel is Dell equipment, if I`m not mistaking.I can not up load anything on this computer it is so mess up.

Consumer

Response:

At this time, I have not been contacted by OMatta For Computing regarding complaint ID [redacted]

Sincerely,