PayPal Dispute - DOA Phone

kati on 03/11/2014 - 15:21

Hi all,

I received a phone that was DOA about 6 weeks ago, it has been sent back to the store.

As the 45 day mark was approaching with no resolution in sight, I filed a PayPal dispute just in case, as I feel the store has been very slow to deal with this issue of the DOA phone. (eg. it took them 9 days to initiate the return process when I first said the phone was DOA - I had to email them a 2nd time before they would reply)

(I also bought this phone just before the PayPal window was extended from 45 days to 180 days, hence I filed a dispute at the 45 day mark)

I have been patiently waiting since I sent the phone back by courier. I have just received my first reply from them after 18 days, saying the phone is still being inspected by the technician.

Their reply also says, "as we are informed by PayPal that dispute has been issued, would you please close the dispute, so that we can follow up the case with you?"

What would you do? Why can't they investigate the phone even if a PayPal dispute is open? Surely the two are not mutually exclusive are they?

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Comments

  • [Deactivated] on 03/11/2014 - 15:32
    +11

    Tell them the dispute will stay open until the issue is resolved. Nothing they offer you should change that.

  • letmecry on 03/11/2014 - 15:38

    My answer is no until they send you a new one or give you a full refund+delivery.

    It's quite clear that they got everything from you at the moment.
    How would you be certain that they will give you a fair treat dealing with your case?

    There is not any benefits for you to close the dispute, leave it be their problem not your problem.

  • kati on 03/11/2014 - 15:46

    Thanks all, just wanted to confirm my line of thinking.

    At this stage I don't even care about getting a refund vs a replacement. I just want the issue to stop dragging on. It has been almost 2 months now!

  • slknv on 03/11/2014 - 16:06
    +1

    Don't close the dispute as you won't be able to reopen it later on.

    I bought a phone during the 15% off ebay sale, the screen died after about 3 weeks. The seller was actually pretty quick with responding to emails and stuff and said they'd send a courier to pick it up., A week later still no pickup - the seller then actually refunded my whole payment without me asking for it. They also then sent a pickup of the phone a few days later.

    Don't really care if I get the phone back or not since I have my money back. Anyway keep your dispute open until it's resolved to your satisfaction.

    I just went through a huge likst of things I bought in that 15% off sale, there's one thing I still haven't received and it's 3 days too late now to open a dispute :( was a cheap phone holder, but still…

  • lakers1222 on 03/11/2014 - 18:54

    It's a common trick, whatever you do, don't close the PayPal dispute. Once it's closed, the seller has no obligation to return the money/phone to you. They are able to help you while the case it still open.

    I'm in a similar situation. Pending the return of a DOA mobile phone. Can I ask, what courier you used and how much it cost you. Australia Post won't send back lithium ion batteries and DHL charges $125 to send the phone back to HK.

    • kati on 03/11/2014 - 19:14
      +1

      The courier company was TNT. Maybe try these guys. I don't know how much it cost, though. Good luck with your DOA phone!

      • lakers1222 on 03/11/2014 - 20:17

        Thanks Kati
        TNT is quoting me $50 which is an excellent price
        I previously looked at DHL, which quoted $125

  • kati on 07/11/2014 - 15:06
    +1

    I posted an update here: https://www.ozbargain.com.au/node/167929#comment-2351601

    In short, they are not proceeding with the inspection of the phone until I close the PayPal dispute. This has been said to me for the 2nd time.

    I think I will just escalate the dispute and be done with it. I would have preferred to get the phone (as I bought it on eBay 15% off sale) but never want to deal with DWI again.

    How does the escalation process work? Have never had to go through this stage before. (then again, in all my years of ozBargaining, have never come across a store with such abysmal customer service like DW)

    • [Deactivated] on 09/11/2014 - 15:17
      +2

      It will take a few days for Paypal to decide who they like better, if they decide in your favor then you need to return your phone (which you have done so), and Paypal will give you the money back from DWI's account.
      If they like DWI better…which is unlikely, then you don't get your phone and you lose your money. (In this case, you'll probably need to report DWI to the ACCC)

    • Ughhh on 09/11/2014 - 21:43

      I hope you have proof of postage for phone you have sent back.

      As for reporting DWI to the ACCC, isn't DWI a off-shore company? Don't think the ACCC can do anything.

      • [Deactivated] on 09/11/2014 - 23:18

        They have distribution centres (ATECH Distribution) in Australia, not sure if the ACCC can do anything.
        Otherwise OP can report Paypal to Financial Ombudsman Service, if this can't be sorted out and Paypal is on DWI's side.
        PS. If OP paid with a credit card through Paypal, chargeback can be considered as well. Paypal won't like it, but if they can't give you your money back…your bank is your friend.

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