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Google Pixel with IMEI blocked by loss or theft

  • MurilloPontes Sunday, February 12, 2017 12:20 AM Reply

    IMEI Impedido_Ink_LI.jpg

    Good afternoon!

    I bought a handset from DX because I saw many positive reports about the company on the internet. However as soon as my product arrived the problems started, first the charger did not work, then to my surprise and disappointment the IMEI of the device is blocked by Loss or Theft.

    Can someone help me, I paid R $ 393,00 of taxes plus the value of the product? How do I regularize this situation, since my Ticket has been open for 4 days and the company does not respond to me.

    Note: I checked the IMEI on ANATEL's website and in other countries as well

    Thank you


    Boa tarde!

    Comprei um aparelho na DX, por vi muitos relatos positivos sobre a empresa na internet. Entretanto assim que o meu produto chegou começaram os problemas, primeiro o carregador nao funcionou, depois para minha surpresa e desapontamento o IMEI do aparelho esta bloqueado por Perda ou Furto.

    Alguem pode me ajudar, paguei R$393,00 de impostos mais o valor do produto? Como faço para regularizar esta situação, visto que meu Ticket esta em aberto ha 4 dias e a empresa nao me responde.

    Obs.: consultei o email no site da ANATEL e tambem em outros paises conforme imagem


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    post edited by MurilloPontes on 2/12/2017 at 9:55 PM
  • ozOzo Top 10 Forum Poster Sunday, February 12, 2017 7:54 AM Reply

    Hi Murillo,
    I'm not sure whether I can help but if not, I may be able to find someone who can. You are in Brazil yes? Which phone did you buy?

    Can you please explain more clearly what you mean by: ...the IMEI of the device is blocked by Loss or Theft. Is this a message that shows on screen when you switch on? And what is the email you checked on the Anatel site?

    I have heard that import duty/tax is high in Brazil but R$393.00 is outrageous! Unfortunately any customs charges must be paid by the importer.

    The reason for the delay answering your ticket is that there is a huge back log of tickets resulting from the Chinese NY festival. I haven't heard yet how long that delay is but judging by the time taken in previous years, I would guess that it is still more than a week you can expect to wait so try to be patient.

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  • MurilloPontes Sunday, February 12, 2017 11:33 AM Reply

    Hi, thanks for the help.

    Yes, I am in Brazil and the taxes are really outrageous, but this is not the problem.

    The device is google pixel: http://www.dx.com/en/p/5-google-pixel-phone-w-4gb-ram-32gb-rom-silver-852451221#.WJ_TW_krJPY

    IMEI is the identification of the device, through it the owner can lock the device in case of theft or loss.

    Here is more information: https://en.wikipedia.org/wiki/International_Mobile_Equipment_Identity

    Anatel is the organ that regulates telephony in Brazil and offers a website to confirm that the origin of the device is not illegal: http://www.anatel.gov.br/celularlegal/consulte-sua-situacao

    I also consulted on websites from other countries:




    I'm worried because as soon as I turned on the device it was blocked here in Brazil, because its IMEI is stolen, and here it is also a crime to buy and carry stolen devices.


    Ola, Obrigado pela ajuda.

    Sim, estou no Brasil e os impostos sao realmente ultrajantes, mas este não é o problema.

    O aparelho é o google pixel: http://www.dx.com/pt/p/5-google-pixel-phone-w-4gb-ram-32gb-rom-silver-852451221#.WJ_TW_krJPY

    IMEI é a identificação do aparelho, atraves dele o proprietario pode bloquear o aparelho em caso de furto ou perda. 

    Aqui tem mais informações: https://en.wikipedia.org/wiki/International_Mobile_Equipment_Identity

    Anatel é o orgão que regula a telefonia no brasil e disponibilisa site para confirmar se a procedencia do aparelho não é ilegal: http://www.anatel.gov.br/celularlegal/consulte-sua-situacao

    Tambem consultei em sites de outros paises: 




    Estou preocupado, pois assim que liguei o aparelho ele foi bloqueado aqui no Brasil, pois seu IMEI consta como roubado, e aqui tambem é crime comprar e portar aparelhos roubados.

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  • MurilloPontes Sunday, February 12, 2017 11:37 AM Reply

    IMEI Impedido_Ink_LI.jpg

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  • ozOzo Top 10 Forum Poster Sunday, February 12, 2017 1:12 PM Reply

    Ah yes I know what the IMEI number is for, I just misunderstood your meaning, that the IMEI of yours was not legitimate. I think this problem occurred once before on DX last year and they had to sort it out with their supplier. You can rest assured that DX will sort out the problem for you also and you will lose no money, but it will surely take a longer time than usual, being the busiest time of year.

    As a lot of money is involved here, I'm sure @Maye_Tao will want to check on your case. Post your ticket number below and hopefully she will be able to start making some enquiries when she gets back to work tomorrow.

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  • MurilloPontes Sunday, February 12, 2017 8:56 PM Reply



    My ticket number is


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  • Maye_Tao @DX Staff @DX Staff Monday, February 13, 2017 9:31 AM Reply

    Hello @MurilloPontes

    Could you please tell us the IMEI number? Thanks.

    Be happy. ( *^_^* )
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  • MurilloPontes Monday, February 13, 2017 4:21 PM Reply

    Goog Night!

    Sent in private message


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    post edited by MurilloPontes on 2/14/2017 at 6:51 AM
  • Ignatus Saturday, May 27, 2017 1:27 PM Reply

    Hi Murillo,

    I would be interested to know how this story ended.



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  • MurilloPontes Saturday, May 27, 2017 7:26 PM Reply

    Hi! Ended badly for me. The dx asked me to return the cell phone, after more than 3 months, total disrespect. 

    Forr this, my country charges taxes and high rates. So I decided to stay and try to unblock on my account.

     I am extremely dissatisfied with DX for the following reasons:

    They sell stolen goods;

    Take time to respond and did not solve the problem, I wanted to unlock the cell phone and not return.

    The comments of the products are censured, you can look, there is no negative criticism of any product.


    thank you

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