Phobio

Excellent customer service. Able to understand and resolve the issue that I was having a very quick & timely manner. Very respectful to me as a customer. Highly recommend.

Excellent and prompt customer service. Matthew A. surpassed my expectations and he took the extra steps to provide a great customer experience.

I needed to call Phobio for help with my Apple trade-in, and Veronica A. was fantastic - patient, clear, fair, and very helpful.

I traded in my iMac when I bought a new one. I received notice that their trade-in partner, Phobio, had changed its trade-in value due to some screen damage to the computer. Since my old iMac was in excellent condition when I sent it in, I wondered if it was damaged in transit via FedEx, and if I could file a claim. I called Apple and they referred me to Phobio. I called and was connected to a customer advocate, Veronica A. I explained my situation and she kept me on the line for a few minutes while she investigated my case. She came back on line and said that sometimes trade-ins are damaged in shipment and she would honor their original trade-in offer. And they did. I was very satisfied with their customer service, and with Ms. Veronica A.

great very professional and easy to work with. thank you

I submitted a trade in Apple product recently, and there was an issue with my trade in that I disputed. After slow follow up from my call this past week, I called and reached Tristan H, Customer Advocate.

Tristan listened and referred to my account notes and quickly resolved my issue in a very professional and polite manner.

She turned my initial negative experience into a positive outcome, and as a result, I will continue to be a loyal Apple customer!

First off, know that our household is full of Apple devices from Mac Pro's, iPhones, iPads to watches, etc. Recently, we purchased a new Mac Book Pro (our third) for out son to use while away at school. The purchase included a $230 trade-in value. The Mac Book Air to be traded was fully functioning and in good condition. In fact, the Apple Store staff at the Upper East side Madison Avenue location in Manhattan, NY indicated that the laptop was in fine condition and we should expect full value. However, Phobio has since indicated that the laptop is "broken" without initially providing specifics. After multiple telephone calls, nothing. Then, it was said that it's not broken but rather the picture is pixelating. Nonetheless, Phobio now says that it would give us ~$90, much less than what Apple indicated. Believe me, it's not about the $230 but rather the lack of professional customer support that this Apple partner brings to the table!!! Awful choice by Apple!!! Poor telephone manners, unnecessary back and forth and lack of constructive assistance!!! Horrible!!! Phobio appears to be a scam!!!

Tristan was amazing and helped me with my needs. I'm grateful beyond compare

Matt was MORE than helpful and very personable. My iMac was shipped in perfect shape, but the trade-in was reduced due to "broken hinge". The picture was just a close up of the back of "an" iMac (don't even know if it was mine) with a red dot on it. Inconclusive. I asked for pictures of the box, since obviously it was damaged in shipping, so I could file a claim with the shipper. While we waited for a manager to answer his (and my) concern, we talked about the town I grew up in, Augusta. He was about to just take care of me when a manager finally answered, authorizing him to give my original trade-in value.

Matt is an awesome guy to talk to...but if you read the reviews below, Phobio might have a bit of a history of finding "damage", then ultimately giving full trade-in value when challenged. If that's true, that's sad.

As a retired veteran and a licensed CPA, I think you can make a judgment as to my integrity. I sent in a good unit.

The 5 stars is for Matt - my suspicion is that Phobio doesn't deserve that, but they may just be following the business model that helps Apple make a bit more money in the end.

Matthew was calm while was upset, he handled my issue in a professional manner that made me feel he was genuine in his efforts to bring out a positive resolution.

Matthew A. (Customer Advocate) was awesome to work with! I had shipped my MacBook Air in. The original trade in value was for $180.00. I got an email saying that after inspecting it, I was only going to get $70.00 because the "Device Does Not Power On" and "Keys or Buttons Missing or Malfunctioning." I was confused because everything about my Mac was working fine just before I shipped it off. Matthew A. was kind and made things right in about 1 minute. I'm getting all of my $180.00. I was prepared to fight someone, but Matthew A. was disarming, cracked a few good jokes, and made the whole process painless. I will definitely be working through Phobio again when I want to recycle my old devices.

Matt was totally a cool dude very profesional he understood my situation and helped me out quickly.

Trade-in agreement with Phobio for two MacBook Pros. The computers were shipped/received by Phobio who then confirmed $550 payments for each.
7/16
Email received from Phobio stating my device was received

07/24
Trade-in accepted by Phobio for $550 each
Email communicated payment was on it's way - would be received between 7/27-29

07/29
Called on status and told that due to COVID there is a delay but we would have by 7/31 at the latest

7/30
Sent an email to ***@phobio.com - no response

07/31
Called on status and told the trade-ins were too large of an amount so to wait until 8/4 as they take longer to process

8/4
Called on status and told that apple changed their way of issuing the gift cards so to wait until 8/5
Sent an email to ***@phobio.com - no response

8/5
Called on status and told they did not know what was going on but to be patient it is an apple issue but suggested we should have no later than 8/7

8/7
Called on status and told because of the apple issue there is a backlog but would definitely have by 8/8

8/8
Called on status and told that it was the weekend and they did not know for sure when cards would be issued but to call back on 8/10 when a supervisor could assist

8/10
Called and checked on status and told by Supervisor KiKi just to be patient but we would have no later than 8/12
Sent an email to ***@phobio.com - no response

8/10
Called and checked on status and told by Josh that it was an apple issue and not sure when we would receive
Called back and spoke to Matt who stated it is out of his control and has not idea when they will be issued
Called back and spoke with Bria and told that it is in apple's control and they do not have a status update
Called back and FINALLY spoke to KiKi who promised an update if the cards were not issued and she state she could not do anything to help and suggested that I sent an email to ***@Phobio.com as she is her supervisor
Sent *** an email with above information

In my experience with CSRs over the years, I have had few that actually LISTENED to me, empathized with my situation, and took steps to resolve it, as patiently as Matt. That involved him using his direct line to Apple, explaining the problem to the Apple CSR, and staying on the line for a very long time while Apple tried to figure out what to do to get me the money owed on my trade in. I was very happy, and appreciative, for him to be there to insure Apple had an explanation of the problem from Phobio's point of view. That really helped. I thought Matt went above and beyond to help. Charles in Georgia

I spoke with Matt A. today, and he was great! My initial Mac trade-in was priced at $790.00, but the revised amount came back to me at $270.00. That is quite a difference! The explanation was "physical damage" so I was concerned that something had happened during shipping and that I would need to file a claim with the shipper. Matt pulled up my trade-in, reviewed it himself, reviewed it with his manager, and came back to me that the original amount was now approved! I don't know what the mix-up was, but it doesn't matter. Mistakes happen, but how a company addresses the mistake is all I care about. Matt A. took ownership of the issue, and we saw it through to a successful conclusion on the same phone call. I really appreciate his approach, his collaboration, and, of course, the result he got of $520.00! I would not hesitate to do another trade-in via Apple that gets to Phobio. Thanks Matt A!

Here was my old review:
Erica C
â?…â?…â?…â?…
07/28/2020
Had a problem with the trade-in from Apple Since June 13th and spoke to Matthew A. Yesterday and was very professional and knowledgeable. Since yesterday's conference call with Apple was not successful he promised to call me today to get my problem resolved and he did call so kudos to him for that and I thank you. Currently he is working to resolve my problem and we got disconnected with Apple on a conference call and now I'm waiting for a callback for the resolution. So giving him four stars for now until I get my trade-in amount in full then It will be the full five stars. I'll be back for part two.
NEW UPDATE:
I did not get a callback from Matthew A but got a call back from Apple Support and finally got my full trade amount!!!!!! No five stars only 1 for not calling me back with at least the status.

I had a problem with the value offered to me for the laptop I sent to Phobio. I received an email saying that there was a broken hinge (there wasn't when I sent it in). They didn't send me a picture of my laptop.

I spoke to Matthew A and he resolved my problem quickly. Since there was no picture provided by Phobio, he agreed that it was unfair for my offer to be dropped so dramatically. If you send something into Phobio, be sure to take a picture of it before you send it in (with a timestamp). And Matthew A, thanks so much for the help you gave me!

When I tried to use my gift card from my phone trade in, it said that it had a zero balance. It was supposed to have a balance of $225.00

Despite the fact that I am extremely disappointed in how long it took to process my credit (including accidentally giving my nearly $400 credit to someone else!), I am giving them five stars because of the incredible kindness and professionalism of representative Daveda C. She worked tirelessly to rectify my situation, and personally saw to it that I received my credit. So while there is clearly something amiss in this company's receiving and processing center, their customer service is excellent. Daveda truly made everything better.

Kamisha B and Bria B (another associate) helped me with the problem that I was having with my device They were sympathetic and made sure I was taken cared of! They were very patient and used everything in their power to provide excellent and unparalleled service! People like them deserve recognition and more importantly a raise. Nowadays we are so focused on the negatives and just slide on the positives. WELL GUESS WHAT! WE HAVE WINNERS/DOERS here! KAMISHA AND HER ASSOCIATE BRIA! GOOD JOB PEEPS! I am a happy camper