Phobio

Phobio have falsely claimed damage to a trade-in to justify reducing the trade-in price originally quoted.
I decided to trade in my 2013 MacBook Pro after purchasing a new MacBook Pro. After sending them my computer, I looked up my trade-in case online only to find they had revised the original trade quote from $250 to $90, because it had 'denigrations' to the screen. The photo they have used to show the issue is the size of a postage stamp and can't be expanded. There's also no way of identifying if it's from my MacBook or not. There was, and never has been, anything wrong with the screen.

As a family we take extremely good care of our Apple products. When I sent that MacBook in there were no marks, scratches, cracks or anything on the screen, and I was quoted $250 for the trade in. Phobio claims that there are marks, which I am now concerned either happened in the hands of the Phobio representative or they are using a generic excuse not to honor the original quote. The evidence they have produced is worthless as it can't be proven it's my MacBook (nor can it actually been seen due to the size of the photo). From all the other complaints on here it appears this is Phobio's standard business model which is deceptive.

Apple store, trade iPad Air, $60 estimated value. Received email saying that the trade is adjusted to $0 because of cracks in housing. There were no cracks in the housing. There was no picture. I refused the offer and just received the iPad back. There are still no cracks in the housing.

This seems a scam to me; they just hope people give up and accept their fraudulent offers.

Bait & switch tactics involving return offer
I purchased a new laptop on 9/27/2019 for over $4,000 on the Apple website, and went through the process to trade in my MacBook Pro 13" (XXXX). In great shape, nothing wrong with it, and was given an estimated trade in value of $1,030. I just received notification from Phobio that the value has been revised to $360 due to damage! There was NO damage when I shipped it!!! I wouldn't have bought the new laptop had I known I would get screwed like that! I see the Revdex.com shows many complaints exactly like mine. Perfect condition device when sent in, and they come back with "screen issues" and offer a fraction of the value! I have rejected the offer, and will be inspecting the device when I receive it back. I have complete detailed pictures of the device condition when I shipped it, so anything different will be investigated.

I have never written a review online in my life- So you know Phobio must have treated me beyond poorly to go through the effort of writing a review. I think this company is a totally scam. I'm very disappointed in Apple for working with them. I recently received a quote from them for a desktop computer $870 dollars. I thought ok better than nothing. The computer from the day I purchased it had sat on my desk in my office in the exact same spot. Never moved! It was in absolutely perfect condition! Again it had not moved even once from the time I first bought it brand new.
Phobio sends me a box. I do everything I'm supposed to according to their instructions. A week later I get a new offer from this very honest (cough cough) company. $220 Apparently there is now some damage on the desktop that left in perfect shape. They did assure me that it didn't happen in transit to them and will now return the damaged computer to me for free! Thank you! Thank you!
Conclusion- Phobio is dishonest and entices people to send back their equipment with no intention of paying them the correct amount. I would never send or recommend sending anything to them again.

Bait and switch with no proof of damage
Seems like the same "excuse" everyone else is getting. I Traded in an older iMac and Was quoted 160. The quote was adjusted to $50 claiming damage to the screen (there was none when it shipped). All that was provided was a terrible blurry picture that didn't show anything justifying the claim. At this point I've Asked for a new picture and am being told they'll try to get me one but can't promise anything. It feels like a giant scam at this point. I'm Waiting to hear back from customer service regarding a new picture and some better explanation. I was told that they may not be able to provide one and that the damage, while not visible to the human eye, was found by using specialized equipment, which seems to further add to the BS.

Trade-in value of my Macbook pro (early 2015) was marked down from $430 to $150 without proof or detailed explanation.
Order Number: WXXXXXXXXX from Apple
I traded in my Core i5 2.7GHz 13" (Early 2015) 256GB for a new one, and was quoted a $430 trade-in value. I got an email on Oct 12, saying that the trade-in value was marked down to only $150, citing "Delaminating or Worn Display Coating". I was very shocked by this message and had 3 concerns. 1) Phobio provided no further details about the claim that my laptop for trade-in had "Delaminating or Worn Display Coating". There was no further text, nor was there any photo. 2) Phobio also provided no explanation about why the trade-in value was decreased to less than 40% just because of problem regarding the screenone would imagine the more valuable part on a laptop would be the hard drive, RAM, or processor, rather than the screen coating. 3) The screen was functioning perfectly fine before the trade-in. I don't believe that there was any serious problem about the screen.
At this point the whole trade-in thing started to feel a little shadyI don't think the trade-in partner is being honest. It feels like a scam for busy or lazy people, or for people who needed cash right away. They might accept this kind of offer. This offer is almost humiliating.

Therefore, I contacted Apple by phone to inquire about this trade-in deal on Oct 14, as instructed on the Phobio website. It seemed that I didn't get anywhere with that phone callthe representative said that she filed a dispute for me, and I would be contacted by someone in 24 hours. I wasn't contacted by anyone after 6 days, and there's no indication that any change was made. I also filed a complaint to Apple.

I sent a 2017 5th Generation to Phobio with a trade in value of $120 on the Apple site. It had never been out of it's case, never dropped or banged against anything. It was flawless without even a scratch or fingerprint. Before packaging it in the box they sent I closely inspected every inch of it while spraying and polishing it. They sent me an email saying their was a crack in the housing, it was worth $0 and they would recycle it (disclaimer: I ok-ed the first email as I hadn't scrolled down on the form to see the $0 quote and cracked housing note - I immediately called Apple on receipt of the second email and they put me through to Phobio, who adjusted my initial email). I complained and they eventually returned it to me via FedEx. There was an impossible to miss flat dent in one corner that I know with complete certainty was not there when I sent it in. It is at such an angle that I suspect it was not dropped by them when received, but deliberately damaged when I complained. This is outrageous and I've exchanged significant number of emails with them in the past 24 hours to no avail. This is not an honest company and I'm shocked that Apple and others would allow themselves to be associated with them. This is my first experience of being scammed by an apparently rogue company like this. Do not send them your technology products, there are a lot of other honest companies out there that I've sold old iPhones and iPads to.

Sent my phone to Phobio with a SIM card and it was returned without the SIM.
I entered my phone information (model number) on the Phobio website and was told that my phone (iPhone 6) would yield up to $60 if in good condition. Knowing my phone was in great condition I proceeded to take them up on the offer. Phobio sent a shipping package to me and I sent the phone off. After a week I received an email from Phobio stating that my amount had been decreased from $60 to $0. The explanation was "LCD Damage. This includes dead pixels, bruising/burn in, no response on digitizer or any other damage that could be related to the LCD". Followed with a small thumbnail picture of some screen with nothing on it but a red arrow pointing toward something that is not there. Needless to say, I did not accept the offer to let them keep my perfectly working phone for $0. When you do not accept the offer Phobio ships the phone back to you. Upon receiving my phone, I turned it on and was greeted with a No SIM message in the upper left corner. The phone had a SIM when I shipped it. I sent an email stating that my phone was returned without the SIM and Phobio responded with, "I appreciate you bringing this to our attention. We don't require accessories (chargers, SIM cards, etc) to be shipped with the device unless it is part of the quote. I am worried the accesories are recycled at our facility once they are recieved and they can't be returned". This business is running a classic "Bait and Switch" on innocent trusting consumers and should be shut down immediately. Apple has made a big mistake outsourcing this company.

Phobio claiming damage to my product trade-in. I shipped a fully functional product. Not my fault if it was damaged in shipping.
Phobio is a third-party company that handles product trade-ins on behalf of Apple. I shipped them a laptop in perfect working condition, in their packaging, according to their instructions, using their carrier (FedEx). They claim the device display is not working. If it is not, that is due to the shipper or the packaging, as it was fully functional when I shipped it. I used the laptop the very day it was shipped, and the display showed no signs of dysfunction. They claim "lines, flicker or pixel damage." It was free of all three.

Company claims computer sent in is damaged though it was mailed in as-described condition.
Sent MacBook Air to Phobio for Costco gift card on October 3. Filled out their survey and answered questions. Computer did not have damage to the housing or pixels on screen. Estimated gift card was $200. Received an email on October 9th stating that estimate had been reduced to $70 due to pixelation issues and damaged housing. When the computer was sent, I went through their checklist and answered all questions truthfully, knowing it would be inspected. There were no issues that I could see with pixels when I used their checklist and there was no damage to housing. Product was either damaged upon receipt or while being shipped by FedEx.

Contacted the company October 9 and was told "During the inspection, solid colors are cycled on the display to uncover display issues, specifically pixel irregularity, that may not be noticed during every day use." So how would the consumer know there were pixelation issues when I did not see them with everyday use?

Phobio's third party inspection facility are claiming that the device I have sent has a dent and won't provide a proper piece evidence
I have sent two flawless laptops for a trade in following Phobio's instruction using Fedex.

Phobio have responded that one of the laptops have a dent in it and shared a blurry image where I can't tell if that laptop is mine or not as the serial in not visible, The first Phobio agent I have spoken to said that they have a problem with their interface and this is probably an issue from their side.
a supervisor told me that it is just an interface error and they did check my laptop, how do I know that for sure?
their minimalist online dashboard shows a trade-in status for a laptop with different specs and they say it's an interface error.

Phobio told me that the inspection center, owned by a third-party company I didn't know about, have concluded that the damage didn't occur during shipment.

They won't file a claim with Fedex and won't give me more evidence as they can't access my laptop until they send it back.

They offered a lower fee of $250 instead of the original $680.

Users should know that apple is using a third-party company to manage trade-ins for laptops.
That party, Phobio is using another third-party company to examine all products. Fed-Ex is in charge of the shipment so many things could go wrong when 5 parties including the user are involved.

I have sent an expensive product in great conditions counting on all of those involved to handle it the right way. I can't *** dispute the trade-in as I am not the owner of the Fed-Ex transaction, Phobio is and it won't help me.

I purchased a new MacBook Pro from Costco, which participates in Phobio's laptop trade-in program. I received an estimate of $!20 for my old late 2011 MacBook Pro. The laptop was in perfect condition. The staff at the Genius Bar at the Apple Store thoroughly inspected it in my presence when I took it to them to transfer the data to the new MacBook. They noted a missing foot cover but no damage to the housing. After erasing the hard drive and re-installing the MacOS per the Phobio instructions, I packed the laptop in the box provided by Phobio and took it to a staffed FedEx shipping center so that I could hand it to a person and know it was not being tossed into a bin. Several days later I received a notice from Phobio reducing the offer to $30 with a photo showing a small scrape on the housing on a the corner. It was not there when I boxed and shipped it. It looked like the laptop had been dropped at an angle from a few inches above a surface or the corner had banged against something or been jimmied out of a box. Phobio denied any responsibility for it because the inspectors had not entered any notes in a log about any accidents to it. From what the rep said it sounded like the bottom line was that damage prevented them from reselling it for $120 and that the damage occurred after it was shipped and whether they were responsible for the damage didn't matter to them. Upsetting, because I know the laptop was undamaged when it left my hands. I declined the offer and requested the laptop be returned to me. I will donate it to a worthy cause. It was working just fine.

Using Phobio packaging, I shipped excellent-condition Macbook Air.Phobio is not honoring tradein price due to "damage," but won't file shipping claim.
On 8/30/19, I submit a trade-in referred by Apple for a Macbook Air 13 inch (mid-2015 model). This Macbook was in EXCELLENT condition (limited to no wear and tear, including body, keyboard, trackpad, display, etc.). I also included the full power adapter and cord. I confirmed my trade-in quote of $250 on 8/30.

Several weeks later, Phobio shipped me their return box & label. I carefully placed my Macbook air and the power adapter/cord in the box as I was directed to. I had already wiped the hard drive using the directions Phobio provided. While I was disappointed in the interior packaging of the box, as it didn't seem so safe for a laptop (there was only a plastic film that holds down the Mac), I used it, as this is what Phobio had provided.

On 9/20, Phobio received the package via FedEx. On 9/23, Phobio alerted me that they have inspected the device, but I must accept it at a trade in value of $90, not $250. I called Phobio that morning (9/23) to understand why they were requesting that I accept a trade-in value of $90, rather than $250, and they state that there is damage to the screen. I had carefully inspected the computer prior to shipping both on and off, and there was absolutely no damage to the screen, which I explained to Phobio. I also have pictures of the computer that I took right before shipping! I am happy to show these to Phobio, as I pointed out. This includes with pictures of the display both on and off!

The customer representative told me that I must have not noticed the discoloration on the screen, which is common. They were assuming that I didn't "see" it, but I carefully inspected the computer prior to sending. The individual rudely told me that I may have been wrong in my assumption. Further, I pointed out that I had brought the Macbook to the Apple store originally to do the trade-in, and the individual at the store helped me fill out the form!!! Therefore, there were two-sets of eyes!

I explained to the woman that, if there was any damage, perhaps they should be filing a claim with Fedex. I called FedEx on a separate line, but they would not let me file a claim since this wasn't my label / package. I explained to the Phobio representative that they must file any shipping claims as a result of damage during shipping, which is on their end. However, our agreement is that I receive $250...

The represenative explained to me that my only option is to either a) accept the $90 quote or b) request that Phobio send me back the computer. I stated that I am unwilling to receive the computer since, if there is truly damage, I am unable to file a claim since the claim has to be filed for this first delivery!

The customer representative informed me that we can work together by escalating this issue to a supervisor. I informed her that they should make sure to tell their warehouse / receiving station to keep the box in case Phobio wishes to file a claim...

After asking the customer representative when I should hear back, she stated within 24-48 hours with a phone call, and confirmed my cell phone number.

To this date, 10/4, I have received no phone call!!!! I have received an email then on 9/29 stating that I should confirm their $90 quote, since I have not clicked anything yet. I received it again on 10/2. I have replied to this 10/2 email two times, asking when they will call me (on 10/2 and 10/3), as promised, but there has been no response!

***If you are interested in seeing photos of the computer, please let me know, and I can export them from my phone to my computer in order to show you!

Quoted trade-in value greatly reduced due to imperceptible "defect"
I sent Phobio an iMac as part of Apple's trade-in program with a quoted value of $465 CAD (trade #XXXXXXXXXXX, confirmation #XXXXXXXXXXX). I was told after inspection that the value was adjusted to $120 due to vaguely described "Pixel Damage" on the screen. A small photo of the claimed damage did not show anything of consequence other than moire patterns due to poor photography. Everything about the computer, including the screen, was working perfectly at the time it was shipped.

Email support told me the damage "may not be noticed in normal usage" and I was told over the phone that it's "not the type of damage you would see". I asked for a better photo and was denied. I asked how screen damage you can't see is even possible, and how that would reduce the value so drastically and wasn't offered any explanation.

I sent in iPhone 6s in fine condition as a trade in through Apple. Have proof with pictures before I mailed in of the phone in working condition with excellent exterior condition. They rejected the phone saying battery didn't work. Fine, I will keep the phone. Received phone back with the whole front cover pried off. No one will return emails and Apple won't do anything.

I received $410 estimate for my MacBook Pro on Phobio web site. The inspection identified couple dead pixels and the quote was reduced to $150!
Per my conversation with customer support of Phobio, ANY defect will result in $150 or $0 final price.
Extremely primitive and unfair!
This practice should be clearly disclosed to customers.

Inaccurate advertising and poor customer service
I decided to trade in my MacBook Pro after purchasing a new computer. After sending in my computer, I received an email from Phobio with the attached photo, stating my computer was worth $60 because it had denigrations to the screen. When I brought my computer into Apple originally to trade it it, the Apple customer service rep looked at it and said it was in good physical condition. I myself saw absolutely nothing wrong with the screen. I am a very organized and cautious individual, and take extremely good care of my Apple products. When I sent that computer in there were no marks, scratches, cracks or anything on the screen, and I was quoted $290 for the trade in. Phobio claims that there are these marks, which I am now concerned either happened in transit, or happened in the hands of the Phobio representative.

When I called Phobio to speak with them about the updated quote and marks, the customer service rep told me that it's common for Apple products to have this and it's because of old age. I told her that there were no marks on the screen when I sent it in. She repeated herself and ignored me. I told her I couldn't even tell if it was my computer from the blurry photo I was sent. She continued to repeat herself saying it's because of old age and I can get $60 for my computer. I asked to speak with a supervisor and her response was "I can put a note in your file that you'd like to speak to a supervisor" and basically refused to direct me to one.

I called Apple support to ask for advice on this issue and the gentleman was very helpful, and took down everything I told him to file my complaint with Apple. He also suggested I call Phobio back and ask to speak to a supervisor directly. I did this and the supervisor was of no help either. He said the screen had denigrations on it, which is common for old products so the best offer they could give me was $60. I asked for more proof of the denigrations which he could not provide. I also asked why, if this is a common problem with screens, is it not included in the questions asked at the beginning of the question process. He said they couldn't ask about every single thing wrong on the questionnaire. I said that the questionnaire asked if the computer was in good condition, not perfect condition, and mine was absolutely in good condition with no marks when I sent it in. He was of no help.

I have traded in multiple phones and an iPad with Apple and have always gotten the full value for these trade ins. I have yet to receive my computer back but I am concerned they may have damaged it in the inspection, or in transit.

Wish I could leave 0 stars. I can't believe Apple is contracting with a company that is this grossly incompetent.

They made up a phony issue to pay less for my computer trade-in than promised. Fraud!
Sent my Mac computer to Phobio as directed by Apple for a trade-in. Was told value was $190. I got a "revised" offer from them for $70 due to supposed "bent housing". Absolute rubbish. The mac was perfect in operation and appearance - no marks, dings, or 'bent' anything. Display worked perfectly. The only thing 'wrong' was it was an old model - Phobio made up this fraudulent claim to enhance their profit on the trade. Disgusting was to run a business.

Phobio claimed my MacBook Pro was Damaged
As they've done to many other consumers, Phobio is fraudulently indicating my MacBook Pro had a dent in the casing when I sent it to them for a trade-in. They reduced the value from $535 to $185. The computer was in perfect condition when shipped. The computer was packaged exactly as Phobio requested, and it was in perfect condition when it was shipped. Phobio claimed the laptop was damaged when they received it. This is completely false, and I am now potentially stuck receiving back a damaged computer. I have checked online and learned many other customers have had very similar experiences to mine: Phobio makes fraudulent claims and lowers the trade-in value after they receive the product. Of course Phobio is claiming that it does not appear the computer was damaged during shipment, so I have absolutely no recourse. This company is stealing from consumers and acting unethically. I am surprised that Apple does business with such a dishonest firm.