Phobio Reviews (%countItem)
Phobio Rating
Address: 3100 Cumberland Blvd SE Suite 200, Atlanta, Georgia, United States, 30339-5940
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Apple trade in. They quoted $130 and when it arrived they said $30. Shipped in their special box and they claimed damage.
This is Phobio, Apples trade partner. I sent my MacBook Pro 2.5 GHz 13" 500GB laptop in for Apple store credit as part of Apples trade in program. They quoted $130. The unit was dent and scratch free as it was used in the house only. I returned in their special box. They then quoted $30. They said the housing was damaged. Not likely at all. Their trade # is
***.
I am now reading many of the same complaints on line. Their business is more than deceptive..
seeking the $130 Apple credit that I was quoted.
Hello ***, thank you for sharing your thoughts 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.
(The consumer indicated he/she DID NOT accept the response from the business.)
I still maintain that the MacBook Pro that was sent in had no damaged
There are many other people that have the same complaint with this company.
What can you do when they quote you $130 and then low ball you to $30. The amazing thing is that they are representing Apple as a business partner. I will also notify Apple.
In our response submitted on 10/2 we sided with the customer and approved the full value. The customer has since claimed/redeemed the payment. Thank you, Phobio Support Management.
(The consumer indicated he/she ACCEPTED the response from the business.)
They sent the agreed upon gift card amount
I sent a 2015 MacBook Pro for trade in & they said my screen was damaged (it was not). I want proof S/N proof and my device returned w/o damage.
I traded in a MacBook Pro Core i7 2.2 GHz 15" (Mid XXXX) XXXGB SSD for $725 and this is what they said:
"Your trade quote has been revised due to damage related to the display (screen). To qualify for the full quoted value, the display must be free of any cosmetic damage (cracks, breaks, etc.), free of any functional damage (lines in display, flicker, lighting issues, dead pixels), and not exhibit any signs of damage. Your trade quote has been revised due to missing or malfunctioning buttons. To qualify for the full quoted value, all buttons must be present and in proper working order. "
There was absolutely nothing wrong with my screen and there were no missing keys. They sent a picture of a screen and keyboard that does not prove that it's mine. I requested my device be shipped back to me and fully expect to receive it in the same condition I sent it - without damage.
I hope you can do something about this. I should've read the reviews before I traded it in. I see they have done this to many people.
I want to receive the full value of my trade in and if they do not, I want proof (serial number) that they are talking about my device. I also want Apple to be notified of these complaints and to stop working with this company and issue some type of direct support. We pay a lot of money for these products and Apple should not be working with companies that are stealing from their consumers.
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 shortly. Thank you, Phobio Support.
Device damaged during shipping, using supplied packaging.
Apple Trade in program partner - Phobio out of Texas sent a pre-paid package for me to send a device to them for trade in valued at $170. The device I sent had no damage, but they changed the trade in value to zero and the reason was damaged device. I asked them to return it and to my surprise the screen had a huge crack. Very little documentation is made obvious for end customers and because this is a partner there is no dispute protocols available on Apple's site.
the trade in value or replace the screen on my device.
Hi , thank you for sharing your experience with us today. We apologize that you are not happy with the process of your return. A member of our management team is reviewing your trade and will reach out to you shortly. Thank you, Phobio Support.
My partner and I recently sent an Apple Mac Book Air to Phobio as part of Apple's Trade In program. Upon inspection, Phobio adjusted the initial estimate for the device's value from $190 to $65, claiming that there were two dead pixels on the device. Phobio attached a small, low-resolution image to their email with arrows supposedly pointing to the dead pixels, which, however, are not visible on the photo (the photo was not anything like a close-up). I checked device carefully before shipment and did not find any dead pixels. I therefore asked Phobio to run the evaluation again, or to send us a better picture that is actually showing evidence of the two claimed dead pixels. Phobio refused any of these options, and I was told I could decline the offer at no cost.
Apple Trade-In partner Phobio is practicing
I needed to replace my old MacBook Air 2012 due to storage limit and some softwares no longer supported by Apple/Microsoft. Otherwise computer is blemish free and very good condition. So I looked up Apple Store website and they promoted their Trade-In program to the purchase new computer. On the site after providing my computer serial no., Apple Trade-In algorithm assessed my computer trade in value of $155. Okay great, so we decided to proceed with the trade-in and waited for the ship out box to arrive from Phobio. While we waited, we also gone ahead to purchase new MacBook Pro. When the shipping box arrived, I wiped clean all data and laid/packaged the computer exactly in the box per the instructions. I dropped off the sealed package in Walgreen Fedex drop-off service. About 2 weeks later I received an email from Phobio stating my shipped laptop had physical damage with 1-small picture of damaged area with red arrow pointer marking the damage. Due to the damage, they issued "grading adjustment" from originally $155 to now just $45. Of course I was surprised because I didn't recognize the damage and followed their shipping instruction to T. So I called their customer service to see if it got damaged during shipping but the customer service stated their warehouse did not document any damage to the package at the time of the receipt...nothing. Then I was upset because the pictured damage they sent to me was so egregious that it had to occur either during shipping or in their warehouse handling. Then I googled Phobio and see so many complaints about their services here and Macrumors so I knew I was being SCAMMED by Phobio or under the guise of APPLE. SHAME ON APPLE partnering with Phobio to their dirty work!!
I want my full $155 trade in value or have my computer repaired to its original condition that I shipped it.
Hello ***, Thank you for sharing your concerns with us today. We're sorry that you are not happy with the outcome of the inspection. A member of our management team will reach out to you shortly via the email address on file to obtaining more details regarding the shipment. Thank you, Phobio Support Management Team.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received updated/official response email on 9/30/2019 from Phobio with the following content:
"
Time is running out.
We have updated the original offer of your trade based on the condition of your device. You have -7 more days to confirm the new offer. If you choose not to accept this offer, we'll ship your device back free of charge with any accessories you included.
If you have any questions, please contact us.
"
Upon checking the *NEWoffer online, its the same $45 from originally quoted $155 prior to shipping the computer to their facility but extended 7 more days to the offer. I have not accepted or responded to their first offer out of disgust with their false claims and business practice and have NO plans on accepting this so called *NEWoffer. Phobio business practice should or MUST be thoroughly investigated cause its bordering on fraudulent and criminal practice. I plan on filing further complaints with Consumer Protection Agency and NY General Attorney on this matter.
Hello ***, Thank you for following up regarding the resolution of your trade. The email you are referring to is the automated emailing regarding the corrected value based on the condition of the device. We reached out to you via email for more information. Unfortunately we never received a response. Therefore the device has been shipped back to you per the terms and conditions of the trade. Thank you, Phobio Management Team.
Phobio is not acting in good faith that I would expect in a consumer business practice.
I've never written a complaint like this before, but this situation is warranted. The complete lack of good faith on the part of Phobio, coupled with (at best) poorly structured shipping, creates a situation where NO ONE INDIVIDUAL should trust to utilize their trade-in of Apple hardware through this company. It's equally shameful and discouraging that Apple has chosen to partner with such a company, and I'll be passing this note along to Apple as well.
I sent two items into Phobio concurrently - one was a 2013 iMac (#XXXXXXXXXXX) with very limited usage and wear and tear, but obviously a dated piece of hardware - as well as a 2015 MacBook Pro (#XXXXXXXXXXX) that was well used but in perfect working order but no flaws. The initial quotes were $245 for the iMac and $535 for the MacBook.
The iMac quote was reduced by $185 upon inspection to $60 due to the following reason: "Your trade quote has been revised due to damage related to the display (screen). To qualify for the full quoted value, the display must be free of any cosmetic damage (cracks, breaks, etc.), free of any functional damage (lines in display, flicker, lighting issues, dead pixels), and not exhibit any signs of damage." The ONLY two reasons for this quote change would have been because the provided packaging was inferior and thus FedEx cracked the screen while shipping (not my problem), or FedEx workers mishandled the package and cracked the screen (also not my problem). This screen had no damage at all - it sat on my desk table effectively immobile for much of the past 6 years until I followed packaging instructions exactly... Thus their excuse is completely inexplicable.
The MacBook Pro was reduced by $350 to $185 due to the following reason: "Your trade quote has been revised due to damage related to the display. To qualify for the full quoted value, the display must be free of any cosmetic damages or defects (cracks, delamination, etc.), free of any functional damage (lines in display, flicker, lighting issues, dead pixels), and not exhibit any signs of damage." While I will be the first to admit that this MacBook Pro was well utilized over the past 4 years, BY NO MEANS was our usage excessive. This is normal, standard usage, but in no way would be deemed in such a way as to impact functionality or cosmetically. At best, the change in quote is disingenuous , misleading and a complete misrepresentation of the facts; at worst, they're completely trying to take advantage of me.
In the strongest possible verbiage, I would encourage everyone who even remotely considers using Phobio to avoid them at any cost; I'll be passing this along to Apple to express my similar strong dissatisfaction, and posting this on multiple websites. I consider myself to be an individual of strong moral integrity, willing to give just about anyone (person or corporation) acting in good faith the benefit of the doubt. While each of these situations in theory could be explainable, the fact that this is happening to me SIMLUTANEOUSLY on two separate devices is completely incomprehensible.
I'm asking Phobio to uphold their indicative quotes for items that were sent to them by me in good faith, as well as to amend their business practices to be consistent with consumers who send them their products in good faith.
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.
Was quoted $155 trade-in for macbook air. Just received a note that trade-in was downgraded because of screen issue. There was no issue when I shipped
I used the Apple trade in program. I was quote a trade in value of $155 for my Macbook Air. I just received a note that the display was not functioning properly(Lines, Flicker, Pixel Damage). The screen looked fine when I shipped the computer to Phobio (there were no lines or flickering) The revised trade-in is now $45. I called both Apple and Phobio. Apple said they couldn't do anything. Phobio rep just said they ran the test to discover these issues but that I would not necessarily be able to see anything on the display. I told the rep that this made no sense, i.e. if the display were not functioning properly I would be able to see it. I asked if there was any recourse and the trade-in value could be revised. The rep said no. The only thing he could do was send the computer back. Reading through the various complaints this seems to be a consistent problem with Phobio.
Ideally, I would like to have the original quote honored. If not, I would appreciate some type of compromise. Given they partner with Apple, one would expect a better quality service
Hello ***, thank you for taking the time out to share your experience. We apologize that you are unhappy with the outcome of this trade. We see that you have had 2 successful trades with us. We appreciate your business. However, this device has some irregular pixels. We are sure you are aware of what pixels are. However; we'd like to provide more details as pixels are created to blend in with the background as they make up the images. Being that there are over 200 pixels per inch of the screen; when only a few are malfunctioning; sometimes they may be overlooked by an untrained eye. We are required to disclose all findings discovered durning the inspection process. Below you will find an image highlighting the issue discovered. We certainly understand your desire to receive a higher value for your device, we are unable to offer more than the $45 quote that you received, you may be able to obtain a higher value by rejecting the offer and selling your device privately. https://s3.amazonaws.com/media.phobio.com/trade_images/XXXXXXXXXXX_1.jpg Thank you, Phobio Management Team.
I sent my computer off before reading the reviews... after reading them I was really expecting the worst. I just received my quote at the full, expected value and I am very pleased.
Phobio says my Trade-In does not Power On - BUT IT DOES
I purchased a new Apple MacBook on 8.17.19 (#WXXXXXXXXX) and agreed to send my old one back to their Trade-In partner for a credit to my original form of payment of $380. I packed up my old laptop in the provided packaging and sent it along in perfect working condition. However, when I checked the status of my Trade-In on 9.5.19, they revised my trade-in amount to $0 because it "did not power on". I assure you that it did indeed power on when I sent it in. I did not receive any notification that my trade-in had been processed and that the amount had been revised. I only realized that the computer had even been received by Phobio was because I logged in to check the status myself. Had I not checked would it have automatically accepted the revised amount of $0 on my behalf? Apple indicted that I would be contacted regarding my trade-in and I was NOT. Given my options after Phobio "inspected" my laptop, I could either accept the $0 payout or Reject it and have them return the device. I opted to reject it and it appears that the laptop is being sent back to me.
Apple Trade In
Your trade-in has been initiated.
Thanks for using Apple Trade In. Once your new device ships, our partner will send you a trade-in kit. You'll have 14 days to return your current device once you receive your kit.
Order Number: WXXXXXXXXX
Ordered on: August 17, 2019
Apple Trade-in
Your device:
MacBook Core M 1.2GHz 12" (Early XXXX) XXXGB
Serial/IMEI: C02Q3B0NGF85
Payment Method:
MasterCard
...4541
Estimated Trade-in Refund:
$380.00
I am requesting that Phobio / Apple refund the original amount of $380 as promised to my original form of payment. Phobio did not fullfill their end of the contract I agreed to in any way (lack of communication, an invalid inspection, etc) and based on what I am now reading I am not the only one with this issue.
Hello ***, Thank you for sharing your thoughts and experience with us. We apologized that you were unhappy with the outcome of the inspection. Based on the condition the device was received; we were unable to offer a value. The device must be able to power on and off to be eligible for trade. We see the device was inspected on 9/5 and placed on a 14-day hold pending your acceptance or rejection. Apple sends the trade adjustment email within 1 business day. We received your rejection on 9/5; hours after the completion of the inspection. Apple's trade program does not have an auto acceptance option. Based on the terms and conditions; if you did not decide to accept or reject the offer while the trade is on hold; the device would automatically be processed for return. Here is an image of the condition of the device received https://s3.amazonaws.com/media.phobio.com/trade_images/XXXXXXXXXXX_1.jpg. We hope this information was informative. Thank you for the opportunity to take a second look into your trade. Phobio Management Team.
(The consumer indicated he/she DID NOT accept the response from the business.)
This issue has not been resolved at all. The issue is that I sent the computer in perfect working order and when I placed it in the box and sent it to your company it did power on and was fully charged. I have received the computer back and am now left with, as you said, a computer that does not power on. I am not sure what the inspection process entails, but my computer is now ruined because I sent it to you. I would not have wasted my time sending a non-working computer to this trade-in program, so the assumption that I sent a broken computer is unfounded. I have been a loyal Apple customer for decades and this transaction has left a bad taste in my mouth. I am hopefully you will do the right thing and issue a refund as promised.
Hi ***, Thank you for your response. We are unable to offer a value; based on the condition the device was received in. We can return your device to you at know cost to you. Again, we apologized that you were unhappy with the outcome of the inspection. Best regards, Phobio Management Team.
(The consumer indicated he/she DID NOT accept the response from the business.)
Phobio is by no means acknowledging the issue at hand, which is the reason for the complaint in the first place. I sent them a working computer. They "inspected" it, valued it at $0 and returned a non-working computer to me. THEY BROKE MY COMPUTER.
I would give them no stars if possible. Gave me a quote of $120 for my Imac and knocked it down to $35 'cause they said the hinge was broken on the stand. The computer was in perfect condition when I sent it to them. This company is nothing more than scam a bunch of artist. Can't believe that Apple suggests to use them for a trade-in. Be smart STAY AWAY FROM PHOBIO!!!
Phobio.com refuses to return the original cord that I sent in with my MacBook Air for trade in.
We attempted to trade in our MacBook Air 13.3 with Phobio.com. The original offer for our computer was $345.00 but then upon inspection they reduced it to $125, which is fine so I requested the computer back.
They sent the computer back but they sent the wrong cord. I sent them the original "Duckhead" cord that came with the original computer and they sent me back a cord that is worn, has frayed wire and is in horrible shape. I need them to return the original cord I sent you immediately since I have a buyer for the computer and they need it before school starts. To date they have failed to respond to my emails to customer service and they have no phone number listed. They are just ignoring me!
I want my original Duck Head cord that I sent in with the computer for an estimate returned to me.
Hello ***, Thank you for notifying us of your concerns. I see that you submitted this complaint on 9/3; the same day you reached out to the office. You were informed that a manager would contact you within 2 business days regarding your request. On 9/4 a member of our management team opened a case with the shipping facility to have the MagSafe2 45W charger shipped to you. Again we apologize for the inconvenience. Thank you, Phobio Support Management Team
I traded in my computer to Phobio and they gave me much less than what they said they would.
I traded in my 11" MacBook Air to Phobio without the charging cable that I originally said I would give. However, Phobio emailed me and told me that my trade in value had been reduced because of issues in the display. I know the display on my computer had no issues and everything was very clear. I wasn't surprised that they gave me less than they originally said, but I'm frustrated that they said the display was bad when that was probably the best part of the computer. They provided a picture of the alleged display on my computer, but it was a terrible quality picture (ironic?:) and I don't even think it was my screen. I didn't feel like I should hope for too much and I did absolutely not give what I originally planned to, but I think Phobio used that and also just tried to find another problem (on an excellent functioning computer) and reduced my price.
I contacted Phobio and the woman with whom I spoke was nice. She did tell me that my computer had display problems, possible problems I didn't notice when I was using the computer, but problems that they can see when doing deeper inspection. She acknowledged that their original picture was not great. Again, a nice explanation but one that leads me to question Phobio's philosophy as a whole rather than their customer service.
Hello *** Thank you for sharing your trade-in experience with us. We are sorry that you were not satisfied with the inspection results. As you may be aware pixels are created to blend in with the background as they help make up the image viewed. Pixel irregularities are a functionality issue and would not be related to physical damage. Due to the preexisting condition not being disclosed when creating the trade the original offer was reduced by $35. Because the value was reduced you had the option to accept the revised value or have your device returned to you at no cost. We see that you have decided to accept the revised value. Your payment has been released to you. Thank you for your business and for allowing us to take a second look into your trade. Phobio Support Management Team
They have had my laptop for 29 days, yet have not even scanned it into their system to show as received. I have asked to receive it back with no reply
On July 26, I shipped my laptop to Phobio via Fed-Ex. I dropped it off at the Fed-Ex store which is inside my local Office Depot. I have a receipt showing this transaction and the tracking number she scanned in. According to the Fed Ex tracking number, Phobio received my device on August 1st.
Phobio assigned me a case number where I could track my device's status online. As of today, 29 days after receiving my laptop, they have still not updated my status to show my device has even been received, let alone inspected.
The issue was apparently the tracking number they have pre-loaded into my case was not the tracking number actually used by Fed-Ex. After multiple phone calls, online chats, and emails, I have had more than one employee at Phobio confirm they DO have my laptop (as the tracking clearly shows they should).
However no one can seem to tell me why my case has not moved forward. They keep promising they have escalated my case to upper management to get them to "receive" my device and start the inspection process. Yet, I was told it had been escalated over 2 weeks ago and nothing has changed.
In my last correspondence with them three days ago, I told them I considered my laptop stolen and I would like it returned to me. I want to stop the trade and receive my device back. No one has replied to this request.
I truly believe they have lost my device somewhere in their facility and no one wants to admit it. I was also promised a value of just over $200 for it. At this point, I fear that if they do know where it is that it is completely ruined or broken. Who knows what it's been doing in their facility for 29 days, when no one can bother to scan it in and mark it as received. I also sent in the power cord with my laptop, so the odds of that still being with it seem rather slim at this point.
I have been blamed twice by their customer service reps for sending it through an Office Depot store. They said that is what slowed it down. However it was still received in plenty of time, and no where in their directions did it state not to use an Office Depot store. It stated not to use a Fed Ex drop box, and Phobio employees appear to be confused on what exactly that means. Office Depot is a full Fed Ex office.
I would like someone from Phobio to respond with something other than "we have your laptop, we are escalating it" and either finish my trade or return it. I would like Phobio to either: 1. Admit they lost or ruined my device and give me the full amount they originally quoted me. 2. Process my device and give me the full amount they originally quoted me 3. Return my device to me (in the same condition it was when they received it)
Hello ***, Thank you for notifying us of your concerns regarding your trade. We show this issue resolved as you were working with a member of our management team. He reached out to the inspection facility regarding your device. Unfortunately we have not received a response as of yet. Due to this delay; you were approved for the full trade value. Thank you for allowing us to take a second look into your trade. Best Regards, Phobio Management Team
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally received an answer to my last email with the company where he admitted they do not know why my device trade has not commenced and agreed to go ahead and give me the money that I was quoted. I have not received the money yet, but they said it would take a few days. Thank you.
Company claims that macbook pro I have sent to them is broken. When it was in perfect condition
Company claims that macbook pro I have sent to them is broken. When it was in perfect condition1 they reduced tradein value from 1165 to 410! My computer was in perfect condition! And this is not the first time this company is doing this!
I was full amount of thadein
Hello ***, thank you for sharing your concerns with us today. We are sorry that you are not satisfied with the inspection results. However, there was no physical damage to the device reported. The issue discovered was related to the irregular functionality of your pixels. This can be easily overlooked as pixels are created to blend in with the background of the device. We understand that you would like to receive more for your device. However, based on the condition we are unable to honor your request. If you decide to reject the offer your device will be returned to us at no cost to you. Thank you for giving us the opportunity to provide you with more information regarding the condition of the device. Thank you Phobio Management Team
(The consumer indicated he/she DID NOT accept the response from the business.)
This is ridiculous . My macbook was in Apple month before I sent it to you and Apple replaced battery and keyboard. They found no issues with display and now you want to tell me that you guys know better that Apple's engineers? Or you want to tell that Apple is producing bad products!?
Pardon my french but this is total BS! I hope you will go out of the business and I will put all my efforts to help you with that!
Hello ***, Thank you for your response. Again, we apologize that you are not satisfied with the outcome of the inspection. Based on the condition of the device the value was revised to $410. We see you have accepted the revised rate on 8/25/19. Apple typically releases the payment within 14 days of your acceptance. If you have questions regarding your payment Apple can be reached at 800-MY-APPLE. Thank you Phobio Support Management Team.
Final Consumer Response /(2000, 16, 2019/09/10) */
Refund Issue with Phobio; Apple and Phobio do not think alike.
I went to Apple store as I found my Mac was not charging well. They suggested that repair will be expensive, I should rather trade in with Phobio and buy new Macbook air instead.
I bought new Macbook Air and placed trade-in order. Phobio kit came, I put my fully charged Mac in the box. By the time it reached, they could not charge it. Apple estimated refund of $375 as max and Phobio gave me $0. I refused to that return and they sent me my Mac back.
My argument to Apple was something should have happned during shipping, I could take less trade-in not $0.
I actually compared Phobio vs. *** that time. *** could have given me $250 in refund but since Phobio was much higher I decided to go with them and they were backed by Apple Inc.
I am requesting $250 trade-in now that my Mac is not working due to transit from Phobio.
As explained I got fulled by Phobio's higher return, I could have easily gotten $250 from ***. Also, *** offered MacBook for less price and with financing compared to Apple Inc. I am requesting $250 trade-in value.
Hello ***, Thank you for sharing your experience with us. Based on the condition of the device we are unable to approve a value for the device. We wish that the Apple location would have referred you to us with any questions related to the condition of your device and the trade value based on that condition. Thank you for allowing me to review your account. Phobio Support Management Team.
Trade-in Damage
I received an original offer of $205 which was revised to $75 due to a very minor cosmetic issue. After declining the offer I received my laptop back but it was no longer usable: the hard disk had been reformatted in way that makes it impossible for me to install a new Operating System again. I could have gotten a much higher value out of my perfectly working laptop and now I have zero.
I would like to get my original quoted offer at least because I would have gotten a lot more elsewhere and the damage was done on their end.
Hi *** , thank you for sharing your experience with us today. We show that this issue was resolved upon you speaking with a member of our management team. If you need further assistance please reach back out to the supervisor assigned. Thank you, Phobio Support.
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
This issue is not resolved. I spent hours with Apple Support via chat / phone and was unable to fix the issue. I made an appointment through the Apple website with Apple Support and went in person and was told it will cost $40 for diagnostics and from the description it is likely a a damaged hard disk. Now I have to spend more time going to the Apple Store as well. This is not acceptable - I have a full time job and 2 small kids, why do you expect me to waste hours of my life, take time off work or pay for childcare so I can deal with the issue you caused (on an old laptop that you were only going to pay $75 for??? I can sell this laptop tomorrow on Craigslist for it's market value of over $300 tomorrow, instead I opted for the convenient option and it turned into a nightmare experience for me. The laptop is still not working, and I tried to address with Apple and that didn't work, I spent more time than I should have already and it is your responsibility to fix it, not mine. The best you could have done is mailed me a free package, then take it back to either fix it or pay me for the damage you caused.
Hello ***, thank you for notifying us of your concerns. The trade has been resolved with you directly. It has been my pleasure working with you to come to a resolution. Best Regards, Phobio Management Team.
Like most people here, I should have read these first.
I spent a week with Apple trying to upload an operating system to my 2011 MacBook Pro to get it prepared for Phobio. My MacBook Pro was ready to go-the only reason I wasn't going to use it anymore was because it was slow and it would not update to the current OS anymore. I was in perfect condition-no scratches, screen was excellent.
I sent it on 8/9 (receipt from FedEx) and I received an email on 8/16 saying they have my device, we got it from here. On 8/20, I received another email saying that my trade in value went from $105 to $0 because the the housing was damaged. They sent me a picture of the broken computer-I don't even think it is mine. I sent it completely undamaged and they tell me I sent it broken.
This is 100% unacceptable to me. They asked for pictures of me packing it...I asked for pictures of them unpacking a broken machine. I believe they tampered with my computer so they won't have to pay me. Sounds silly for such a big company trusted by Apple...? Until I read these reviews and almost all of the complaints that are EXACTLY like my story. Almost every person who commented said it was a scam-they sent a working, undamaged device and got a picture back of a broken tampered one. This is a bait and switch, fraudulent scam and I am not accepting $0. They are supposed to contact which I am sure they won't. I don't believe them and I really feel like they are just plain old lying. I've been told to file a claim with FedEx because when it left me it was fine and when it arrived it was damaged (allegedly).
Phobio is horrible. Believe me, people who spend money on Apple product take good care of them. I work hard, spend my money wisely and take good care of my possessions, and I feel like I am (we all are) being taken advantage of.
I have already contacted my state rep and senator in DC...I am not going to stop until I am satisfied with the result.
The Revdex.com made me provide a star rating...zero stars wasn't an option.
They sent a photo of my "damaged laptop" but the photo is indiscernible. I can't even tell if it's mine and they wont send another photo.
They sent a photo of my "damaged laptop" but the photo is indiscernible. I can't even tell if it's mine and they wont send another photo. I asked their customer service team via the chat on their website and they said it would be impossible to simply send one more photo to confirm it was my laptop.
Another photo to confirm it's my laptop and adjustment of the refund amount if it is not indeed my laptop.
Hello ***, thank you for sharing your trade experience with us. We apologize that you are not happy with the inspection protocol. A member of our management team is reviewing your trade and will reach out to you shortly at the email address you provided. Thank you, Phobio Support.
Phobio quotes a trade-in value that they never plan on paying out.
This is actually a very straightforward issue that I am having with Phobio. I was buying a new iPhone when Apple gave me the option to trade in my old phone. My old phone wasn't in great shape but I decided to answer all of the trade in questions truthfully to see what I could get. Here is an answer to the questions they asked me, complete with my responses: https://i.imgur.com/KHo7t0B.png
After answering the questions, Phobio tells me that I can expect $150 assuming the questions I answered are accurate, which they were.
Unfortunately it appears that Phobio has since changed their mind. After I spent the time to send the phone back, they are now offering me $0 citing "housing cracks" with this photo that only shows some minor scratches at best on the edge of the phone: https://s3.amazonaws.com/media.phobio.com/trade_images/XXXXXXXXXXX_1.jpg The phone having scratches wasn't a surprise to them. I specifically answered "no" when I was asked if the phone was free from any scratches.
To me this is less about money and more about the ethics of the situation. I answered all questions truthfully about my phone and sent Phobio exactly what I told I would be sending them. Instead of honoring the price they quoted me, they're now trying to completely stiff me on any sort of payment. Phobio is a shady company and I would avoid doing business with them at all costs. I cannot believe Apple trusts them as a partner.
I would simply like the $150 that I am entitled to for my trade in device.
Hi ***, thank you for sharing your experience. It seems like you are experiencing an error with Apple's website. If answering "no" to the question "Is your device free of physical damage?" you should not be presented with a quote for the full value, and should have been forwarded to Apple's recycling partner. Trade information is passed to Phobio's system once generated, and our records indicate the submitted condition of your device was "full-working" which is why you received the quote for $150. Our intention is certainly not to undercut your expectations; however. we are a separate company from Apple, and we are required to resell these devices in as-is condition. As you can imagine, most Apple customers have high standards for their devices, so we are not able to offer a value for devices with housing damage, as this is not something that can be repaired. We definitely understand you concerns regarding the expectation that was set, but because this questionnaire is answered on Apple's website, Phobio does not have the ability to look into this issue. We apologize that the correct expectations for your device were not set, and you may be able to reject the revised offer and explore this issue further with Apple. You can also look into obtainingg a value for the device by selling it privately. Upon rejection, we will ship the device back to you at no cost. Thank you, Phobio Support.
(The consumer indicated he/she DID NOT accept the response from the business.)
Phobio and Apple are running the perfect scheme together. They just endlessly deflect responsibility to each other and the consumer is stuck in the middle with nowhere to turn. Their response to this complaint is the perfect example of it. Truly just a pathetic company run by individuals with no integrity or shame.
Hello ***, Thank you for your response. We understand your concern. Your device is being processed for return shipment. Once the device has been delivered to you; you are welcome to express your concerns directly with Apple regarding the trade questionnaire found on their website. Best Regards, Phobio Management Team
Offered me $260 trade in for my MacBook, then said the display was damaged and changed it to $95. There was nothing wrong with display when shipped!
Bait and switch! I was offered $260 on July 31, 2019 by this company as a trade in for a MacBook. The only thing wrong with it was that part of the keyboard didn't light up any more. They are now saying via an email received on August 11 that the display was not functioning properly (Lines, Flicker, and Pixel damage). This WAS not the case when I put that laptop in their shipping box. I watched movies and videos on it up until the time I shipped it. I would have noticed if there was a problem! Now they only want to give me $95 for it. I can decline the offer and they'll send me my laptop back, but what good does that do me if they damaged the display?
I want them to honor their quote of $260. I honored my part by shipping it to them without the issue they are claiming.
Hi ***, thank you for sharing your experience. As you stated, during the inspection of your device we identified discoloration in the display of your device. As part of our normal inspection process, we utilize software the cycles solid-colored screen across the display to look for any type of discoloration, such as bright/dark spots. This is likely something you would not notice while watching a movie, as the screen is displaying varying levels of brightness, darkness, and colors, as pixels are intended to blend in with each other to display a more cohesive image. Phobio resells devices in as-is condition, so display functionality is something we are required to verify before we are able to offer the full value for a device. We understand your concerns regarding the trade-in process, but as our inspection is software based, nothing at our facility would cause this type of functional damage; and, as the damage is functional and not physical, it would not have occurred in-transit, but occurs over time as the pixels in a display begin to die or fade. You certainly had the opportunity to reject the offer and request your device back in the same condition we received it in, but our records indicate you accepted your revised ofhttps://atlantaweb.ebindr.com/ebindr/images/icons16x/redact-multi.pngfer, and your payment is processing. We understand this was not the expectation you had when trading in your device, and we apologize that you were unhappy with the results, but we do appreciate your feedback as we always strive to make the process clear and concise for our customers. Thank you, Phobio Support.
(The consumer indicated he/she DID NOT accept the response from the business.)
Too many other complaints here of the same nature. I smell a rat. However, I don't want a broken laptop sent back to me as everyone else on here has stated has happened, so I accepted the meager offer so as to at least get something. I'm sure they'll turn around and sell it for a profit. I don't understand how a company can have so many complaints and yet have a B rating from the Revdex.com.
Hello ***, Thank you for your response. We understand that you are not happy with the outcome of the inspection. We understand that pixel irregularities can be easily overlook by the untrained eye. Pixel damage is not related to the transit of the device. Thank you again for allowing us to take another look into trade. Phobio Management Team.