Before I begin, I should note that this only applies if you do not see your tuner on their site. If the tuner you're in the market for is not on their site, chances are they can't unlock it. If it is on the site, then they will probably be able to unlock it. Also, being that I had problems with the company, I am not going to say which people helped me because I don't want to call anybody out.
Alright, so it all started off after I purchased the functioning, but locked, Superchips Tuner from a guy for $25. Being that it was VIN locked, it could only be used to scan and clear DTCs. So, I called Superchips and talked to a guy about sending in the tuner and getting it unlocked. He claimed he had worked there for over 15 years and has never heard of that tuner model, so he searched it up in the system. He then said that the system said they would be able to unlock it. I gave him my credit card info and contact info, and in return he gave me the RMA # to send with the tuner. I followed all the steps to the tee and sent the tuner to Superchips.
I never heard back from them for about a week and a half and was getting worried. Then one day after school, there was a package at the front door from Superchips, BUT the box was significantly smaller than the tuner I sent them. I had sent the the original packaging with the manual, both cables, and the huge tuner. I opened up the box and my heart dropped. They sent me back a Flashpaq F4 tuner for a 99-07 Gas GM vehicle. Boy was I furious. I read the repair order that was in the box and it stated "We found that the unit is very old and outdated, needs replaced..". I specifically told the guy on the phone it was for a 1996 Suburban and that's why I purchased the tuner. Being that the company was located on the east coast it was difficult to get in touch with them due to the time difference, but luckily there was a number in the box to call, which rerouted me to a guy who picked up the phone.
This guy who picked up the phone was very professional. I was annoyed that they sent me the wrong tuner, but I knew it can be fixed. He said that they were actually expecting my call (I literally explained my situation and he knew my name... not sure why they didn't just try to contact me before sending it out??? They had my contact info when I gave the card). I was annoyed when the phone call started, but I was f'in irate when I heard this from the guy. "Unfortunately, we won't be able to give you back your tuner because it was defective and we threw it." Awesome. Now I knew I was at the mercy of these idiots.
But I was in luck and the guy told me that he would try his best to try to locate another unlocked 2815 the next day. So I called them the next day and he managed to locate one! They overnighted it from Utah and it was at my doorstep the next day. Since they did that, I'm happy with the way things turned out.