Hi,
I purchased a Google Pixel from the DWI website and was wondering if I could get some advice. 3 months ago I received my device in the mail and this is the first red flag. The seal sticker was cut open which suggests the phone has been used/refurbished. Now the main issue is that the phone did not turn on (DOA); It was just a black screen with no response or anything. I tried googling it, going into fastboot mode, holding down power buttons, trying a different charger, but it was absolute darkness. I emailed them in regards to this stating the phone was DOA a few hours after I received the device. While waiting for them to respond, I left it charging for two weeks (yes, two weeks!) and miraculously, the phone worked like a brand new phone and was running just fine.
Two weeks later, the phone just stopped working again. The screen was completely black like it was initially and I contacted DWI and sent the device back for inspection. I received an email yesterday the phone has "water damage" as seen in this picture and they are unable to replace it. How does water even get there? The phone would have to be completely submerged in order for this to happen. It has 110% never been in water, or close to water. Now, I have to pay the shipping to get the phone back!
Firstly, DWI should be covered by ACCC given that they have an ABN. Furthermore, I initially contacted them in regards to the DOA which should be enough proof to suggest the phone I received initially was faulty.
I am not sure what to do! I have just wasted a hundred dollars on a dead phone that is in Hong Kong, which I need to pay to get shipped back. Lesson learnt, spend a few extra $$$ to get Australian stock.
Thank you!
Tl;dr phone is supposedly 'water damaged' and they are not covering it under warranty.
They may have an ABN but if they are not based in Australia how can ACCC enforce consumer law on them?