Cell Phones

HELP: Purchased allegedly stolen cell-phone from Canada Computers

  • Last Updated:
  • Nov 9th, 2017 10:26 am
[OP]
Newbie
Aug 31, 2017
4 posts
1 upvote

HELP: Purchased allegedly stolen cell-phone from Canada Computers

Hi Fellows,

Would really appreciate your advice how to approach the following situation:

- 10 months ago I've purchased an unlocked phone from Canada Computers
- Last week (after upgrading to Android 7) the phone got lock (SIM-Lock) to T-Mobile (US)
- I've contacted Canada Computers - they said that the 30 days warranty for refurbished phones has passed and I should contact Samsung and T-Mobile (US)
- Samsung - directed me to T-Mobile (since the FW on the device is T-Mobile)
- T-Mobile unlock app does't release the sim-lock, T-Mobile customer support mentioned that it might be because this phone was reported as stolen
- I've filed a complaint in Canada Computers branch, as well as in their web-site --> NO RESPONSE (!)

No what should I do? I paid hard earned money for an unlocked phone --> Now it is locked and (allegedly) mark as stolen.
NOTE- I have all legal documents including a receipt of the purchased cell phone with IMEI (serial number)

I am lost! Please advise.

Thank you,
Guy
22 replies
Jr. Member
User avatar
Aug 30, 2012
142 posts
59 upvotes
start with Canada Computers head office
Head Office - Richmond Hill
Highway 7 & Leslie Street
75 West Wilmot St.
Richmond Hill, Ontario
L4B 0B7, Canada
Tel: 905-946-9688
Corporate: corporate@canadacomputers.com
Resellers: resellers@canadacomputers.com
Fax: 905-946-9733
the customer service people are obviously hoping the problem will go away.
Put the problem in writing and fax it over to President of Company as well as the two email addresses
above. Gordon Chan is President of Canada Computers but please do your own research so you are sure of this.
Write out what happened and what you have been told and done so far in detail.Inform in polite terms in writing that Better Business and CRTC will be informed if no resolution. Please include your contact info . This should grab some attention. Hopefully the president of the company will delegate someone to resolve the problem to your satisfaction.
Deal Addict
Aug 20, 2008
2061 posts
922 upvotes
You can also look on eBay for the unlock code. It's not your fault of course, but depending on how much you value your time, rectifying this situation "the right way" may not be worth it if easier alternatives exist.
[OP]
Newbie
Aug 31, 2017
4 posts
1 upvote
Thank you very much! Will sure do that!
Guy
[OP]
Newbie
Aug 31, 2017
4 posts
1 upvote
Hi,

Well... I can spend the time - it is a matter of principal! A company should stand behind its products it is impossible that they will sell allegedly "fell from a truck" cell phones. I didn't buy if from someone off the street but from a well known company.

Thanks,
Guy
Deal Expert
User avatar
Jun 12, 2007
16589 posts
5212 upvotes
London
1) It's not a new phone and nobody knows who/how it was "refurbished"

2) It might not be a real TM phone. It's possible the phone is from another carrier and refurbisher loaded TM software (ROM) onto the phone. Maybe that's why the TM app doesn't work , since the phone IMEI doesn't exist in TM's server.

3) Sometimes the refurbisher "repaired" the IMEI or replaced the main circuit board (so the IMEI is not the original anymore). Dial *#06# on the phone and see if the displayed IMEI matches the label on the back and matches your paperwork
Deal Fanatic
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Aug 16, 2010
6800 posts
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Aurora
Did you check the IMEI status of your phone here? https://www.devicecheck.ca/check-status-device-canada/
If not blacklisted, I would just spend a couple of bucks buying an unlock code. If it is blacklisted that's a problem - then jump through the Canada Computers hoops, though I doubt they would do anything after 10 months when the stated warranty was 30 days.
[OP]
Newbie
Aug 31, 2017
4 posts
1 upvote
Samsung gave me unlock code - it is unusable on T-MOBILE devices - they have their own app to unlock!
Deal Expert
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Jun 12, 2007
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guybye wrote: Samsung gave me unlock code - it is unusable on T-MOBILE devices - they have their own app to unlock!
Does the IMEI in the phone match (dial *#06# to view) match with the label on the phone and in your paperwork?

(i.e has the refurbisher tampered with the IMEI ?)
Deal Addict
Aug 20, 2008
2061 posts
922 upvotes
guybye wrote: Samsung gave me unlock code - it is unusable on T-MOBILE devices - they have their own app to unlock!
How do you know the phone is locked to T-Mobile? Did you put a T-Mobile SIM and it worked? Or the boot screen says "T-Mobile" and you assume that's what it is locked to?
Deal Expert
Aug 2, 2004
33860 posts
7495 upvotes
East Gwillimbury
guybye wrote: Hi,

Well... I can spend the time - it is a matter of principal! A company should stand behind its products it is impossible that they will sell allegedly "fell from a truck" cell phones. I didn't buy if from someone off the street but from a well known company.

Thanks,
Guy
I'm not a fan of Canada Computers and I don't generally shop there. But you can't say that Canada Computers intentionally sold you a phone that "fell from a truck"

The problem with refurbished phones is that no one knows the exact history.
Deal Addict
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Nov 14, 2003
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LaLaLand
guybye wrote: Samsung gave me unlock code - it is unusable on T-MOBILE devices - they have their own app to unlock!
This should be okay for Canada. You just won't be able to roam in the US.

That's nice that Samsung gave you the unlock code.
Deal Guru
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May 8, 2009
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Going to the Moon
batcave wrote: This should be okay for Canada. You just won't be able to roam in the US.

That's nice that Samsung gave you the unlock code.
The issue is that the unlock code from Samsung doesn't work.

I'd recommend contacting @TwitchyPuppy who should be able to get that refurbished Samsung unlocked for you. She's a reliable RFDer.

I know it's annoying to pay for an unlock code, but at least get your phone working :-)
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Deal Addict
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Nov 14, 2003
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LaLaLand
titaniumtux wrote: The issue is that the unlock code from Samsung doesn't work.

I'd recommend contacting @TwitchyPuppy who should be able to get that refurbished Samsung unlocked for you. She's a reliable RFDer.

I know it's annoying to pay for an unlock code, but at least get your phone working :-)
Right, I didn't read the OP's post clearly enough. I guess the phone is a brick at the moment. Locked and blacklisted. Confused Face
Deal Fanatic
Jun 17, 2013
5120 posts
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Montreal
Eh, nothing about this screams it is a stolen phone.
T-Mobile customer support mentioned that it might be because this phone was reported as stolen
The rep was BS'in here. He/she should not have said that at all.

A SIM-Lock is not a stolen phone. Phones *can* sometimes do this if they were previously unlocked, they sometimes re-lock themselves. Again, it does not mean it is a stolen phone.

One of my phones, I unlocked. When I upgraded to a newer Android, about a month later it got relocked. I have to downgrade inorder to unlock it again (I was using a custom FW...but anyways).

Point is, buy an unlock code, they are only a few bucks on ebay and you get them within 24-48 hours.
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May 8, 2009
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Going to the Moon
batcave wrote: Right, I didn't read the OP's post clearly enough. I guess the phone is a brick at the moment. Locked and blacklisted. Confused Face
Agreed with @neverhaveiever, not bricked.

Looks like it was "soft-unlocked" (via software) and the OTA update fudged that out. Samsung's unlock code doesn't suffice, as T-Mobile's unlocking requires perhaps a special technique.

Make sure you go to an unlocker who knows what they're doing when getting you the unlock. I asked @TwitchyPuppy about this scenario and she said she can get the unlock code, but you're free to shop around and make sure you deal with an unlocker who is familiar with T-Mobile's Samsung network unlocking.
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Nov 14, 2003
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titaniumtux wrote: Agreed with @neverhaveiever, not bricked.

Looks like it was "soft-unlocked" (via software) and the OTA update fudged that out. Samsung's unlock code doesn't suffice, as T-Mobile's unlocking requires perhaps a special technique.

Make sure you go to an unlocker who knows what they're doing when getting you the unlock. I asked @TwitchyPuppy about this scenario and she said she can get the unlock code, but you're free to shop around and make sure you deal with an unlocker who is familiar with T-Mobile's Samsung network unlocking.
Newer phones from T-Mobile are unlocked with an app and a code from T-Mobile.

The OP might have had a temporary unlock on the phone. They have options for customers that might need an unlock for a trip, etc. That might be why it relocked after they upgraded the OS.

I guess bricked isn't the right term. The phone works, just not with a SIM card and related network functions.

https://play.google.com/store/apps/deta ... lock&hl=en
Member
User avatar
Dec 3, 2013
223 posts
96 upvotes
Toronto, ON
we have seen this before with T-Mobile. The customer who originally bought that phone did not pay their installment plans, and as a result T Mobile has placed it on a kind of internal blacklist. I don't fully understand the tech of how the process works, but my understanding is that you must first have it removed from T-Mobile's internal blacklist (there are services that do this, but it is inherently not reputable) then pay to have the phone unlocked.

Canada Computers should be made to stand behind their products. This is an abomination. Orchard would replace that phone without hesitation.
As the co-founder of a business dedicated to making it easy to buy and sell used iPhones, I have fairly extensive experience navigating Craigslist/Kijiji for used iPhones, and also troubleshooting said iPhones.
Member
Mar 30, 2010
316 posts
167 upvotes
Calgary
I would contact my credit card company and see if their purchase protection insurance covers this. Seems like it should.
Newbie
Jan 22, 2017
4 posts
4 upvotes
Interesting, I bought a Samsung S6 from a CC in Ottawa around early September, I just got this error today. My IMEI does not match what is printed on the back of the device. I ran the IMEI against the Canadian database and it comes up as lost/stolen as the reason it's not working. I have contacted CC and will be opening a ticket to have it refunded. If they do not comply, I will contact a lawyer, CBC, the police, and open a small claims court case.

EDIT; It turns out that these CC phones are not truly unlocked, but rather rooted and software unlocked.
https://ca.trustpilot.com/review/www.ca ... puters.com

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