Report: #765604

Complaint Review:

  • Submitted: Mon, August 15, 2011
  • Updated: Wed, September 21, 2011
  • Reported By: Ripped off user — California United States of America

    United States of America

Show customers why they should trust your business over your competitors...

I wanted to unlock my phone, so searched the internet for an unlocking service.

Looked hard, all over, and ended up landing on They had top advertising banners everywhere, #1 search result on google, a nice website, and a published 100% refund guarantee.

For $29.99 to unlock my Sony Ercisson Xperia X10 phone, I figured, not too bad of a risk, especially with their claimed 100% guarantee. 

Well, buyer beware!

1- PURCHASE, SLOW DELIVERY: After making the purchase, it took about 4 hours for them to mail me the software. A little slow?! It's ok, I can live with that.
(Elapsed Time since purchase: 4 hours)

2- SLOW DOWNLOAD: Once the software link was emailed, it took 1 hour to download a 46MB file (I have high speed internet). Slow servers?! fine, it happens. With the software came a complicated list of instructions (21 steps no less), and Im a software engineer!
(Elapsed Time since purchase: 5 hours)

3- VIRUS! SLOW/NO LIVE SUPPORT: I attempted to unzip the file, and install the software, and AVG Antivirus blocked installation, as it identified a VIRUS in their software. So, I tried calling there 800 number 6 times, and phone kept hanging up on me. Don't believe me, go ahead try calling them right now at 1-800-507-9077!

Their live chat is ALWAYS OFFLINE. So, I opened a tech support ticket for assistance. It was assigned to Jenny LEE. After 5 hours and 10 minutes, I got a response stating their software is virus free and to proceed with installation.

So, against my better instinct, I made the exception with the antivirus and proceeded with the installation.
(Elapsed Time since purchase: 10 hours)

4- APPLICATION WON'T START: Once the software was installed, I tried to start it, but kept getting an error message from windows (win home 7 - 64). So, I emailed tech support again, back and forth, at least 3 times. They still couldnt figure out, what was the cause. I did some troubleshooting myself, and figured out, that the antivirus was blocking it and turned it off.  So after 7 hours of troubleshooting, application finally started.
(Elapsed Time since purchase: 17 hours)

5- STUCK, NO SUPPORT: I got stuck on step 13 of their complicated 21 steps list of instructions. Let me tell you, it is complicated! (did I mention that Im a software engineer?!). I got so frustrated, by this time, I had been working on this 17 hours!! So I requested a refund. Tech support offered to help, but did not provide any help. So I requested a refund 2 more times. They simply ignored me.
(Elapsed Time since purchase: 25 hours)

6- IGNORED, DENIED SERVICE AND REFUND: After being ignored for almost 24 hours, and to add insult to injury, they close the ticket stating the phone is unlocked!
(Elapsed Time since purchase: 36 hours)

At the time of this posting, a little over 7 days after I made the purchase. MY PHONE IS STILL LOCKED. I have dropped off my Xperia x10 at a cell phone shop to have it unlocked. Its going to take 4 days at a cost of $75 to unlock it.

Although their website claims a 100% refund guarantee. still REFUSES TO REFUND MY MONEY.  

If I can prevent at least one person from making the mistake of buying from, then this posting was worth it.  
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This report was posted on Ripoff Report on 08/15/2011 09:04 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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Updates & Rebuttals


#1 Consumer Comment

Very Similar Expirience

AUTHOR: Jeff J - (USA)

 So I had a very similar expirence to this consumer. I was told 1 thing by support staff they left me waiting for a code when they decided to not even fufill what they commit to wasting over a week with no cell phone on absolutely appalling service where one member was evening belittling me. When I tried to call back stonewalled they must have caller ID** And all I want is to have a senior level manager pull the calls I made regarding my attempt to use this service I paid money for** because if they care anything about doing good business, ethics, or integrity I'm absolutely positive they see their support team absolutely did me a disservice, as well as, very extremely rude, and just not service oriented. You can tell this is one of those Barebones EService business where they probably don't have a large staff, or high level of training and my hope is the owner themselves is not doing the service, but after seeing the owners rebuttles, and how very defense oriented vrs a college trained Business Management professional (no offense please don't take this as a personal attack because I understand your business is probably your baby) would have concern in the legitimacy of your claims even trying to make it right because that is how you do good business and get word of mouth. Sir if you do care PLEASE Email me so I can send you my IMEI and you can pull my calls and just judge for yourself that's all I ask or care about. My email is at gmail starting with "ijorgy".

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#2 UPDATE Employee

Refund Policy

AUTHOR: - ()

We apologize for any inconveniences this may have caused. Our call centre has specific business hours, just like any other business, if you call outside of those hours no one is available to take your call. But that does not mean we are a scam. On our website, we advise all customers to only use the IMEI when dialing *#06# for their orders. This disclaimer is there, also in our terms & conditions, because it's an automated system - this means the information you provide with your order goes directly for processing and can be found on your Paypal receipt also as proof that no information was altered before it was sent for processing. As a third party company, we are charged for each and every single order placed on our website as well. For this reason, we cannot refund orders without video proof showing the unlock code is incorrect for the IMEI provided with the order. This information is available for all customers to see on our website and this information was also provided to you to read and accept before submitting your payment for your order. The dealer you went to received a different unlock code because he had your correct IMEI on hand. If you provided the same IMEI as the dealer you went to, he would've provided the same code. That is also not how our dealer system works. All our resellers abide by the same terms & conditions as all our retail customers. This means, if the reseller has submitted an incorrect IMEI for an order - we cannot refund it also. Thanks.

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#3 REBUTTAL Owner of company

Thousands already unlocked, Easy Video Guide, provided

AUTHOR: - (United States of America)

This person clearly DID NOT follow instructions correctly or is a competitor attempting to damage reputation. They say they paid 75 dollars at a store to get this unlocked? Well let me tell you that they most likely used our solution at the store to unlock your phone! We only charge you 29.99 as opposed to 75.00! What the store owner probably did is follow the video guide that we provide. Please check: x10unlocked (dot) com

There is a step-by-step tutorial and video guide there. We have unlocked thousands and thousands of these phones and there are absolutely no problems. Regardless, if you have an issue we are always here to work things out and online chat is ONLINE during working hours. Off hours you can always send emails as well and they are replied to within a few hours during working hours.
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#4 Author of original report SCAM

AUTHOR: Ripped off user - (United States of America) claims that I could have provided proof that phone doesn't work, but they never requested it.

Over 10 emails to them, not once, did they mention, or request video proof. Meanwhile I'm without a phone for over 7 days! What would you do?!

1- Deal with a company that ignores your emails, calls you liar by stating that your phone is unlocked while it IS NOT UNLOCKED.

- or -

2- After patiently waiting for 7 days!!! Take it to a professional cell phone shop to have it unlocked? (Which cost me $75 by the way)

I chose option 2. Had they asked for a video, I would've gladly provided it.

The only "sabotage" here was intentionally made by

- They intentionally delayed responses (that's when they did respond).

- They ignored my emails and my request for a refund

- Their customer service phone never answers, try it 800-507-9077, no one will ever answer!

- Live chat is always offline
, try it, go on their site any time of day.

- They claim easy to follow instructions, ha! Their 23 steps instructions were way too complicated and I'm a software engineer!!

- They refused to refund my money and scammed me for $29.99.

PLEASE NOTE: PAYPAL WILL NOT REFUND YOU, IF YOU OPEN A DISPUTE. AS IT IS A NON-TANGIBLE SERVICE. YOU ARE NOT PROTECTED WITH YOUR CREDIT CARD/DEBIT CARD OR PAYPAL ON THIS TRANSACTION. I opened a dispute with Paypal and they automatically ruled in favor of seller because it is a non-tangible service

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#5 REBUTTAL Owner of company

100% Guaranteed or Money Back

AUTHOR: - (United States of America)

As our website states we offer 100% to unlock your phone or your money back.  With the xperia unlocking software credits are only deducted if the device is unlocked.  If you insist the software doesn't work like our websites states you MUST provide us with video proof your phone is not working after using the software.  You cannot simple say "Oh it doesn't work, I want my money back". With this ripoff report its quite obvious this claim was made to sabotage us.  "Download speed is slow"...we use mediafire to send you the link for the software, perhaps you should open a ripoff report for Mediafire because they download speed is slow.  We are an honest company and unlock hundreds of phones a day.  If you have a problem or questions you contact us on support center on our website.  Once again we state, its 100% guaranteed to unlock your phone or your money back.  If there is problem just send us video proof as all the other websites state.
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