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Phobio

3100 Cumberland Blvd SE Suite 200, Atlanta, Georgia, United States, 30339-5940

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Phobio Reviews (%countItem)

perfect laptop $260 promised, switched to $90 bait and switch
as many others I have been subject to bait and switch by this company. my order WXXXXXXXXX was a mac book air in PERFECT condition. my trade in was to be $260 they claim "screen damage" when I called they said it was missing pixels. there seems to be many customers with this same issue as of late. Not the way Apple does business. someone at this company is running a scam. I have lodged a complaint with Apple directly and have accepted the $90, hopefully they will reconsider and give me the additional $170 they owe me. Based on so many complaints this is nothing but a SCAM and someone at apple needs to clean it up before it hurts their reputation.

Desired Outcome

the $170.00 they promised me for my perfect computer I sent them.

Phobio Response • Dec 04, 2019

Hello ***, thank you for sharing your experience with us today. We apologize that you are not happy with the outcome of the inspection. I see that you have never spoken to a member of our management team; they are reviewing your trade and will reach out to you with in 1-2 business days. Thank you, Phobio Support.

I submitted an MacBook Pro to the company with a quoted value of $430. The value was reduced to $140 citing damage to the device.
I submitted an MacBook Pro to the company with a quoted value of $430. The unit was shipped with the company-provided packaging and packed properly. The unit was free from all damage and in 100% usable condition. Two days after receipt, the value was reduced to $140 citing damage to the device, specifically delamination of the LCD screen.

The laptop was fully functioning when I shipped the unit and free from any defects.

The company claims that the damage was not related to shipment and arrived to them damaged. Since they are the shipper, I cannot file a claim with FedEx. Since the device value is less than my homeowner deductible, I cannot do anything with a returned non-functional unit.

There are many duplicate complaints on the Revdex.com site citing the same damage

I have asked the company to respond to me with the serial number of the device and escalate this to a supervisor, but I have not heard any response from the company since their initial response to my concern about the working condition of the device when I shipped it to them on November 8th.

Desired Outcome

I am seeking the full amount quoted for the defect-free unit I shipped to them. I am also hoping that Apple will investigate this matter internally as there are too many similar reports being filed.

Phobio Response • Dec 09, 2019

Hi ***, thank you for sharing your experience with us today. We apologize that you are not happy with the outcome of the inspection. A member of our management team is reviewing your trade and will reach out to you with in 1-2 business days. While you are waiting please research screen delamination. This issue is not something that happens overnight and it is not a result of physical damage. Thank you, Phobio Support.

Twice we have had items valued over $180 only to send it in and gave it come back worth $0.

iPhone 7 Plus damaged in phobio's possession.
I sent my iPhone 7 Plus in for a trade in value of $200. My device was in good condition without any scratches or cracks in the display. I received an email stating that my offer was revised to $50 because the phone was broken. I shipped the device the way I was asked and even added a piece of bubble wrap on top. I called in and spoke to someone in customer service who told me the phone was broken. I had the device sent back to me and you can tell that it was mishandled or dropped on the left side where the cracks are. This was not damaged in transit as there would be a chip or shard in the box indicating that. I Spoke to a manager name jamari who I asked to do a investigation on how this happened and he was not helpful. I asked for video footage of that time my package was opened or something to help determine what happened. I asked to speak to a director or someone in corporate and he refused to provide me with additional information. My device was broken by someone at phobio and no one is taking responsibility for it.

Desired Outcome

I would like to have my screen repaired or the value of my device.

Phobio Response • Dec 12, 2019

Thank you for sharing your trade in experience with us, ***.

We hate to hear that you weren't as happy with this inspection as you were with your past trade.

Our Support supervisors did go over the options available to you regarding your trade. The information provided to you reflect Phobio's stance on your trade, and as mentioned, at this time, we are not able to offer the original quote value of $200 because of the damage discovered.

We do thank you for sharing your experience with us. Our records indicate your device was returned to you, and your case is now closed.

Thank you again,

Phobio Support

I was given a quote for a trade in that was $240 above what they offered. There is no way to contact them directly to dispute the issue.
I was given a quote for a trade in that was $240 above what they offered. There is no way to contact them directly to dispute the issue. It claims that my computer has "Delaminating or Worn Display Coating." I have seen several other complaints about this reason for decreasing the trade in value. I took my computer to the Apple Store before the trade in and there were absolutely no issues with the display coating or anything of the sort. I would like a more detailed reason for this severe decrease in value. I also think that it is unfair to suggest that a trade in is worth $240 more than it actually ended up being. My order number was WXXXXXXXXX and it began on October 29, 2019.

Desired Outcome

I would like the refund to be closer to what it was suggested on the website. Two hundred and forty dollars is a significant difference in trade in value.

Phobio Response • Dec 10, 2019

Hello ***, thank you for sharing your experience with us. We show this trade is linked to a purchase. This is why all of your communication and email status updates came from Apple as we only handle the inspection process on these types of trades. All communication and payment processing is handled by Apple directly. If you needed to speak with someone you would have needed to contact Apple. They would have contacted us or transferred you to us to discuss any issues with the inspection process. However, the display was in fact delaminating. Here is a link to the area of concern https://s3.amazonaws.com/media.phobio.com/trade_images/XXXXXXXXXXX_1.jpg. Apple has confirmed that you have accepted the offer via the Apple link sent. Apple typically releases payment within 14 days of your acceptance. Thank you for allowing us to clarify the process. Best Regards, Phobio Support

Sent in my iPad Pro 12" for $180. It was in perfect shape. They sent an inspection report: " Your trade quote has been revised due to LCD damage. This includes dead pixels, bruising/burn in, no response on digitizer or any other damage that could be related to the LCD" a very vague description of a problem. The photo added was not conclusive either...

A SCAM Endorsed by Apple. The Apple Trade-in Program managed by this 3rd party Phobio is a GIANT SCAM. Bought 2 new computers (Macbook Pro's) and was told my old 256Gig Apple Air i7 was worth $430. Shipped it to them and now they say it's damaged (Hinge) and is only worth $155 . It doesn't have ANY damage. Bait and Switch.
Extremely Flawed Program that only HURTS Apples brand by *** off their own customers.
Apple needs to dis-associate themselves from this company.

I sent a perfectly fine iPad through Apple's trade-in program to Phobio and they sent it back with a huge scratch on the screen. I don't really care about the few bucks but this is property damage crime. I would sue them but not worth to waste time with scammers.

I just want to tell everybody that Phobio is a criminal organization and you should work with them at your own risk.

Like most of posters here, I had a horrible experience with Phobio. I received a quote from Apple for $120 for my iPad. I received a shipping box from Phobio that was clearly flimsy.
Before shipping the iPad my wife and I inspected it thoroughly. This included photographing the exterior of the iPad. There was no damage.
Two weeks later later I received email communication from Phobio stating that they had lowered the estimate to $0 based on a dent on the housing. In the email Phobio provided a very small photo that could not be enlarged. I could discern nothing from the photo.
When I received the iPad back there was a dent on the back that was clearly not there when it was sent to Phobio.
Phobio did not respond to emails and phone calls. I finally had to get Apple involved and they solved the issue.
I would not do business with Phobio again, and would stay away from trading in any device where they are involved. Sell your online, or donate the it. It is not worth your time or grief.

Packed old phone up as directed and sent to Phobio. They sent me an image of a broken phone and offered $0. Phone I sent had zero cracks, anywhere.
Several calls and emails to Phobio only telling me phone was damaged and they'd send it back to me. No scratches or cracks whatsoever when I packaged it up. Called Apple and spoke with multiple people claiming someone would contact me soon. It's been a week. I emailed Phobio again and received the same message.

Desired Outcome

$150 Apple Store credit toward my previous Apple purchase as promised. If not resolved, we will no longer purchase Apple products. We will also share our experience with others about Apple's phony trade-in program.

Phobio Response • Nov 27, 2019

Thank you for sharing your trade in experience with us, ***.

We hate to hear you have not been happy with your experience.

One of our Support supervisors did email you with the options available to you regarding your trade.

The information provided to you in that email does reflect Phobio's stance on your trade, and as mentioned, at this time, we are not able to offer the original quote value of $120 because of the damage found on the housing of your device.

We do thank you for sharing your experience with us. Our records indicate your device was returned to you, and your case is now closed.

Thank you again,

Phobio Support

Customer Response • Nov 28, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
My options were to offer me $0 or send me back the phone which was damaged after shipping. We got a damaged phone returned. Steer clear of Apple and their connection to Phobio.

Phobio Response • Dec 10, 2019

Thank you for sharing your experience and concerns with us. We have communicated with you the outcome of your trade and your device has been returned to you, per your request. Thank you Phobio.

Claimed LCD on iphone damaged but not when I sent it.
I sent my iphone 6 in for a gift card estimated of $60. It was received Nov 5/19. This iphone had no screen issues whatsoever when I shipped it. When I called to check the status of my trade-in (Nov 7) I was informed I would get $0 because there was burn out on the right top corner of the LCD. This was pretty unnerving as this description was clearly not the phone I shipped. If there was burn out on the screen I would have not have bothered shipping my device for credit and recycled it. I really feel I was scammed and Phobio now had a perfectly good iphone for re-sale. That said I have declined their offer of $0 and requested my phone be sent back to me. I hope to get the iphone I sent them.

Desired Outcome

Re-evaluate my phone for credit or have it sent back to me.

Phobio Response • Dec 10, 2019

Thank you for sharing your trade in experience with us, ***.

We apologize that you are not happy with the outcome of the inspection. One of our Support Managers did email you with the options available to you regarding your trade.

The information provided to you in that email does reflect Phobio's stance on your trade, and as mentioned, at this time, we are not able to offer the original quote value of $60 because of the issue discovered within the display/LCD of the iPhone 6.

We do thank you for sharing your experience with us. Our records indicate your device was returned to you, and your case is now closed.

Thank you again,

Phobio Support

Sent computer in for trade-in. Could not come to terms with amount offered. Agreed to have them return computer. Then they lost it.
I sent in a MacBook Pro Core i7 2.6GHz 15" (Mid 2012) 750GB for trade after being given an estimate of $280. Upon receipt Phobio said I had a broken hinge (which I absolutely did not) and they offer only $80. I asked for the computer to be returned to me. After 3 weeks I had not received the computer and made plans for that computer to be used for a new employee as it worked perfectly when I sent it in. This computer is $650 on open market. I called and Phobio says they cannot find my computer. Basically they LOST it. My first choice is to get my computer back as I have an urgent need for it. Second choice is for them to provide a refund or credit for the full cost of me replacing that computer. They are refusing. This trade was all initiated along with a new computer purchase with Apple and I will be notifying them as well.

Desired Outcome

First option is for my computer to be returned to me. This was what was agreed to. Since they have lost the computer then I would like $650 to be sent to me in order for me to property replace that exact computer.

Phobio Response • Dec 04, 2019

Hello ***, thank you for sharing your experience with us today. We apologize that you are not happy with the outcome of the inspection. A member of our management team is reviewing your trade and will reach out to you with in 1-2 business days. Thank you, Phobio Support.

I opted to have my device returned to me in lieu of the reduced $0 value they placed on the device after thery received it. They stole the SIM card.
Essentially, Phobio agreed to pay $40 for my iPad on 10/21/2019; confirm # XXXXXXXXXXX.. Later they reduced the buying price to $0 claiming that the device was crackedwhich isn't true. So I opted to have the device returned to me. This was confirmed on 20/23/1029 with their Trade #XXXXXXXXXXX. However, the iPad was returned to me via Fedex on 11/4/2019, but without the SIM card installed, making the device useless to me. It won't recognize any of the iCloud backups that were saved in advance of sending Phobio the device. My iPad also shows onscreen that No SIM card installed, making it impossible to set up the device even as a new device. I feel as though this was a bait and switch ploy just to steal the SIM. I want my SIM card returned to me.

Desired Outcome

I want the $40 they initially confirmed for buy it for, or a return of the SIM card that was taken out of the device before it was returned to me.

Phobio Response • Nov 08, 2019

Hello ***, thank you for sharing your trade-in experience. We see that you accepted the $0 value for your device instead of requesting the device to be returned. As a courtesy we had our engineers work diligently on reversing your action. We were successful in processing your device for return. I bring this to your attention to say this is not a bait and switch. As on a business standpoint it cost us more to reverse the action and pay to ship your device back to you. Once you accepted the $0 value; we did not have to return the device to you; but we did. However, I appreciate your response. If we could return your SIM card we would. The truth is once the old SIM has been deactivated it is no longer of any use to anyone. The SIM card has been recycled; as it was to be removed prior to shipment. We am truly sorry that the SIM card was shipped to us and recycled. There was no way for us to know in advance that you sent it in error. Thank you again for allowing us to share this information with you. Best Regards, Phobio Management Team

Company claims IPad Pro sent in is damaged though it was mailed in as-described condition.
After purchasing a new iPad Pro I contacted Phobio, Apple's designated trade-in partner, to exchange my two year old iPad Pro for a $240 gift certificate. I utilized the box they mailed me to overnight the iPad to them. Their website indicates the iPad was received on 10/8. After two weeks of waiting, I contacted them on 10/24 to determine the status of my exchange only to be told that my iPad was worthless ($0) due to bad pixels. The iPad I mailed them was in perfect working order. The only reason I purchased a new one was for the Face recognition rather than the fingerprint button. As of today (11/2), I have not yet received my iPad back from Phobio. I would never have purchased a new iPad if I wasn't going to receive $240 for my existing iPad as quoted by Phobio.

Desired Outcome

To resolve this, I want the $240 Apple Gift Card as quoted.

Phobio Response • Dec 12, 2019

Hi ***, thank you for sharing your experience with us today. We are sorry that you were not happy with the outcome of the inspection. A member of our management team is reviewing your trade and will reach out to you with in 1-2 business days.. Thank you, Phobio Support.

Phobio Bate & Switch! Apple Trade Ins (iPad 3rd Generation & MacBook Pro) both in pristine condition given unwarranted devaluation from their quote.
I was told my iPad 3rd Generation quote went from $40 devalued to $0 & was told- "Your trade quote has been revised due to LCD damage. This includes dead pixels, bruising/burn in, no response on digitizer or any other damage that could be related to the LCD." The iPad was rarely used, turned off when not in use & was like brand new when I sent it to Phobio. There was not a scratch or any issues with it.

I was quoted $130 for my MacBook Pro & it was devalued to $30 & told- "Keys or Buttons Missing or Malfunctioning" which was untrue. My computer was in pristine
condition when I sent it off to Phobio, again without any issues.

Desired Outcome

I would like to get the rightful credit of $40 for my iPad & $130 for my MacBook Pro that I was quoted on items that were sent in in excellent condition.

Phobio Response • Nov 21, 2019

Hello ***, thank you for sharing your experience with us today. We apologize that you are not happy with the outcome of the inspection. We see you have never reached out to us regarding your trade. Therefore a member of our management team is reviewing your trade and will reach out to you with in 1-2 business days. Thank you, Phobio Support

Decreased value of our computer after it arrived damaged and they will not accept responsibility for the damage incurred in shipping.
We sent Phobio a flawless iMac computer, using their shipping box and when it arrived to them damaged they refused to accept responsibility. We asked them to ship back our computer and when it arrived back to use weeks later as they "lost it" for awhile it was completely destroyed! The entire computer was bent and broken! Again, they refused to accept responsibility. The trade value was $760 and the gave us $200 for a computer they destroyed in shipping. They won't take responsibility.

Desired Outcome

There's nothing we can do now to resolve this we just want the public to be aware (as it appears from other peoples complaints to this company) that they do not accept responsibility for damages incurred in shipping even when we use their shipping material and their shipping carrier! Beware of using them for an Apple trade in. Document your device with photos BEFORE shipping.

Phobio Response • Nov 06, 2019

Hello ***, thank you for sharing your experience with us today. As it tuns out, on 10/14 a new trade was created for the device to be returned to us for the full value of $790 as we agreed that the damage was consistent with transit issues. I see that you did ship the device back to Phobio. Unfortunately, you never followed up to notify us once shipped; so the manager could override the inspection as promised. I am sorry on behalf of Phobio; if there was any miscommunication regarding this trade. Our system shows that you have accepted the $200 value for the device. We have approved an additional Apple Store Gift Card in the amount of $590. You should receive this in the same method as the previous payment in 3-5 business days. Thank you Phobio Management Team

I think they are close to a scam albeit with the endorsement from Apple. I sent a perfect laptop and they found dead pixels condensed at one place as big as a coin? I never saw that. Don't use them - absolute ripoff.

This company processes Apple trade-in devices. Two devices were sent. They claimed devices had severe damage with photos not of actual devices.
The company is to provide money in exchange for the trade of devices in good working and physical condition. You are asked to complete a questionnaire about the condition of the device which determines the amount of refund. I contacted the company and spoke with Avian. She showed me photos of devices that were fraudulent. These were not the devices that were sent at all. The devices were damaged severely and not resembling the devices sent. When asked for additional verification of the devices such as photos and the device turned on with serial number. I was told she was at a separate location. I am told my refund is $0 but this is false.

Desired Outcome

I would like the refund that I was told based on the condition of the devices. Ipad Mini $35 MacBook Pro $80

Phobio Response • Nov 25, 2019

Hi ***, thank you for sharing your experience with us today. We apologize that you are not happy with the outcome of the inspection. I see that we approved the iPad trade on 10/29 as we sided with you regarding the adjustment. The MacBook was returned to you in the same condition it was received in. Thank you, Phobio Support.

Absolutely the worst system! They will rip you off! They sent me contradicting emails for a month say I hadn't turned in my laptop... then we received tour laptop! You excepted the rip off deal of $70s... you haven't excepted your deal! Absolute garbage!

They damaged my laptop screen and reduced the promised amount of money from $320 to $115
It is well-known that the anti-reflective coating on a macbook pro retina display is fragile. It should never be cleaned with anything harsher than plain water and a microfibre cloth or it will delaminate. My screen had zero delamination when I sent it to Phobio. I had kept my screen impeccable. I do not know what they cleaned it with, but now they have sent me a photo with clear scrub marks across the top of the screen where the lamination of the anti-reflective coating has been removed. I suspect that they used rubbing alcohol to clean it or perhaps even something harsher. I am now left with a laptop that has been damaged by phobio, thus making it unsellable, or taking $115 dollars rather than the promised $320 that they offered for the trade-in.

I am disgusted by this dishonest practice.

Desired Outcome

Give me the $320 offered for the laptop in the state it was when I sent it.

Phobio Response • Nov 01, 2019

Hello ***, thank you for sharing your experience with us today. I am sorry that you are not happy with the outcome of the inspection. As it turns out delamination is an issue that happens over time. This does not mean that you or anyone did anything wrong. However, a member of our management team is reviewing your trade and will reach out to you with in 1-2 business days.. Thank you, Phobio Support.

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Address: 3100 Cumberland Blvd SE Suite 200, Atlanta, Georgia, United States, 30339-5940

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