Unlocking.com Bullet Proof Unlocking

Introducing Our New Support Tools

You spoke and we listened.

We asked for feedback from a random selection of our previous customers. We got close to 250,000 responses!

We scored an average of 4.1 out of 5 overall and we did get a lot of very positive comments.

However, that isn’t what we were looking for. We wanted to know what we were doing wrong and how you think we could improve. After analysing all the comments, it became clear that you were not impressed with our support system.

For the past 18 months we have had a team of 6 support staff working in Hyderabad, India. We had two reasons why we choose India, the first was obviously due to cost. When we contracted this company in India, we were based in the UK, the minimum wage there is $10.90 per hour, we could get graduates working in India for less than half of this.

All companies use the excuse of “cost” when outsourcing. However, we are selling and supporting unlock codes starting at $3.99. Once our unit cost, advertising costs and overheads are deducted from this, there is very little left to spend on support.

The second reason for outsourcing was due to our skills. We employ mainly programmers and software developers, these guys know our products inside out and could unlock an iPhone in their sleep. They are amazing at their job but when it comes to providing support, programmers are not known for their people skills or patience. So we decided we would keep doing what we do best and find a support company to do what they do best.

To begin with, we had problems! Up until last month we thought all was going well… until we got your feedback. The category where we fell down on our survey was support.

So after 3 weeks of work, we would like to introduce to you our new support tools.

First we have updated our FAQ section and called it ‘Help Topics’. Here you can find answers to all of the common problems, issues and questions. You can view it here: http://www.uniquephones.com/Help-Topics.html

Second, we updated our ‘Get Support’ section. You can post and view your support problems here: http://www.uniquephones.com/Support-Ticket.html

Third, we moved our support out of India. Any time you contact support, you will now be talking to an American.

We are considering telephone support but this may not be implement until the end of the year.

Let us know what you think in the comments section.