Phobio Reviews (%countItem)
Phobio Rating
Address: 3100 Cumberland Blvd SE Suite 200, Atlanta, Georgia, United States, 30339-5940
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I've had multiple great experiences with this company. I was going to sell my iMac to them and changed my mind, they were able to cancel easily and didn't' charge for the shipping/boxâ??. Customer service was far superior to any other company I've had to deal with. They should train other companies inâ?? customer service. THANKS!
The customer service regarding the whereabouts of the devices is horrible as well as they damaged my device.
First of all, this company gave me no updates on the whereabouts of my device. I had to email 2 weeks after I sent my laptop in to find out where it was. It made me feel as if they were attempting to steal my device. Furthermore when I received the update about my device, they described the display of my laptop to be damaged and that the screen flickers and has pixel damage. By all means my laptop wasn't new but the display had no damage when I sent it in. The display had been replaced once before and I made sure that before I sent my laptop in that the display was in acceptable condition and not damaged/broken whatsoever. Additionally. Their quoting process is not efficient or accurate. I was quoted $330 for my device and was only offered $120. That isn't a quote, that is a company taking advantage. I understand that devices have to be inspected before a purchase is made to evaluate the quality, but a 60% decrease is just fraudulent.
First of all I want my device back. I am still the owner of the device and I want it back. Furthermore I want an apology. I feel like I have been taken advantage of and disrespected. I feel as if this company is taking advantage and is using their endorsement given by Apple to make fraudulent offers on devices and rage advantage of unsuspecting consumers. I feel as if I've been disrespected since my devices delivery and care has been absolutely horrendous. I don't think this company should be licensed to practice anymore but that is not up to me. I want others to be aware of how fraudulent and irresponsible Phobio is.
Hi ***, thank you for reaching out to share your feedback regarding the trade-in process. Our records indicate your device was revised due to bright spots identified in the display of your device. The brief explanation you received is an example of possible display issues, and it lists different scenarios that would fall under that adjustment category. It does not mean that your device experiences each of those examples, and we apologize for the confusion. Apple's Trade-In program is set up with only one-full working value, and one value for devices in need of repair or replacement. Phobio is required to resell devices in As-Is condition, and any issues identified can greatly decrease the resale value of the device. Values are determined in partnership with Apple and are based on current market rates. Customers are in no way obligated to accept the revised value, and if rejected, Phobio covers the cost of return shipping. In this case, it looks like your device was returned within 5 business days of rejecting your revised offer, and you may be able to receive a higher value for your device by selling it privately. We apologize that the trade-in process did not meet your expectations. Thank you, Phobio Support.
They are just lier. Please do not send you device to them
I was doing trade in for my 2015 Macbook pro. After few days they received the device. I got the email Your Apple Store Gift card will arrive soon! which indicate the correct trade in value. But after two weeks nothing happened. I was surprised to see the status. It's showing canceled and returned. They just lied to me. I never get the gift card and they changed the value. Here is the status:
Trade Summary
Status History
08/15/2019 Status Returned
Device MacBook Pro Core i5 2.7 GHz 13" (Early 2015) 128GB SSD
Value $145.00
08/13/2019 Status To be returned
Device MacBook Pro Core i5 2.7 GHz 13" (Early 2015) 128GB SSD
Value $145.00
07/30/2019 Status Inspected
Device MacBook Pro Core i5 2.7 GHz 13" (Early 2015) 128GB SSD
Value $145.00
07/30/2019 Status Inspected
Device MacBook Pro Core i5 2.7 GHz 13" (Early 2015) 128GB SSD
Value $410.00
07/24/2019 Status Received
07/13/2019 Status Created
Device MacBook Pro Core i5 2.7 GHz 13" (Early 2015) 128GB SSD
Value $410.00
Please correct the trade in value and refund to me.
Hi ***, thank you for sharing your trade-in experience. After reviewing your trade, our records indicate we identified an issue with the display of the device, indicated in the adjustment photo we provided. You can view the photo with this link: https://s3.amazonaws.com/media.phobio.com/trade_images/XXXXXXXXXXX_1.jpg In this case, the anti-reflective coating is wearing off of the screen of your MacBook Pro, resulting in the appearance of the smudging and scratches that you see in the photo above. This is not physical damage or something that would occur in-transit, as this is a defect that Apple has identified with some device models. As Phobio is required to resell these devices in as-is condition, we are unable to offer the full value for this device without the display first being replaced. If you are able to have the display replaced by Apple, it would then be eligible for the full-working value. We apologize if you did not receive our emails regarding the revised offer, as our system indicates your offer was revised on 7/30, at which time you should have received an automated email, as well as multiple reminder emails to take action over a 14 day period. After that period expires, the trade is automatically rejected, and the device is returned to you. FedEx tracking shows your device was returned back to you on 8/16, and you are welcome to sell the device privately or look into other options of obtaining a value. It does not appear that you have contacted our Support Team for assistance, but they are available 7 days a week, from 8am-midnight at X-XXX-XXX-XXXX. Thank you, Phobio Support.
(The consumer indicated he/she DID NOT accept the response from the business.)
Can you explain why you set the full value at the beginning and change it back without any communication? My complaint is your company was just lying.You send the email 'Your Apple Store Gift card will arrive soon!' and canceled it. Do you know how to do business? I didn't receive any email between the full value email and cancel email. I have screenshots of my inbox filter. You guys don't know how to do business and just lie to every customer. You don't see the other Revdex.com complaint? Customers are complaining exact same thing. If you guys don't fix this. The complaint will not go.
Hello ***, Thank you for your response. I am sorry; if, you did not receive the adjustment email. However, we can only offer a value based on the conditions of the device received. To qualify for the full quoted value, the display must be free of any cosmetic damages. Delamination is considered a cosmetic damage. Thank you, Phobio Management Team.
I was scammed. Quotes $300 for trade in. Wiped computer per all instructions. Offered $60. Scam artists.
I worked through apples trade in program since they are a trusted company. I should have believed all the other reviews regarding Phobio. I used Apple and Phobios guidelines for computer prep. It was wiped. All accounts removed, and on the intro screen with the latest OS installed. Phobio claimed they couldn't erase it even though that was already done per the instructions. They kindly adjusted my offer from $300 to $60. They effectively left me in a pickle - do I have a now potentially tarnished product (from their processes) returned to me or just accept? I had an excellent computer. It now appears Phobio made it a brick. Apple is really hosing their loyal customers using this fraudulent company.
$300 Apple store credit I was quoted
Hi ***, thank you for sharing your trade-in 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 via the email address you provided. Thank you, Phobio Support.
(The consumer indicated he/she DID NOT accept the response from the business.)
They emailed me to explain that "only 10%" of trade ins have issues. Personally, I chose not to have my item returned because I fear they bricked the computer. All I can say it was working perfectly fine when sent, and based on other consumer reviews my situation is all too common. I will never use this service again nor recommend them.
Hello ***, thank you for your feedback. We see that you were advised of the inspection process and the results of that inspection. I hope to better explain the process to you. Apple provides software that must be ran on all devices that we receive for trade. When we receive a device at our inspection facility, we run it through an Apple certified data erasure software. The protection of your personal information is very important to us and Apple. To qualify for trade we must receive the certification that the device has been successfully and completely erased by that software. If we are unable to obtain the confirmation that the device has been erased; we are required to cease the inspection. The only option we have is to have the device destroy via recycling to protect your personal information or return the device to the customer. Typically a data erasure issue tells us that there may be additional software locks or issue with the device. We certainly understand your desire to receive a value for your device, and while we are unable to offer a value, you may be able to obtain a higher value by selling your device privately. Thank you again, Phobio Management Team.
iPhone trade-in amount lowered due to "unseen" damage. Apple asks if phone can be powered up and if it has visible damage, which it did not. Deceptive
I traded in my daughter's iPhone through Apple instead of the carrier because they offered a better trade. They ask if the phone can be powered and if there is any physical "seen" damage, which there is not. My trade was lowered by $100 due to LCD damage. When I called Phobio, I was told that it due to "unseen" damage. While I can understand that this damage may really exist, I feel that the consumer should be told clearly that they are looking for this type of damage (not in fine print, but upfront.) I'm sure that many people are not getting the full trade-in value that is offered. I would have just gone through my carrier if I knew they were going to pull something like this.
I would like the full $150 trade-in value.
Hi Connie, 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 at the number you provided. Thank you, Phobio Support.
(The consumer indicated he/she ACCEPTED the response from the business.)
I am not happy with the outcome but I really have no choice but to accept the trade. I do not want to put any more effort into trading in the phone. I just will not ever buy my phones directly from Apple if I am trading one in. I will just go through the carrier since I ended up paying more buying through Apple (thinking I was going to save another $100.)
Amazing customer service and chat agents from this company. I would highly recommend. They are professional, attentive and understanding. Michael on chat is especially fantastic at Phobio. He went above and beyond to make sure I got all my questions answered and was thorough and considerate. TRADE YOUR STUFF here, you will not regret.
Phobio reduced my device trade-in value by over 80%, falsely citing physical damage.
I sent in my Macbook Pro using Apple's trade-in program. My laptop was in great condition, and I was quoted a $235 trade-in value from Phobio. They later informed me that my refund was adjusted to $45 due to "physical damage." My device had absolutely no physical damage, and upon a quick google search I now realize many consumers have had the same result from this shady company. I did not bother calling to resolve the issue, as I read many accounts of the company doing nothing at all to help consumers and even mailing back devices that were damaged while in their possession. I strongly advise anyone considering using their service to sell elsewhere.
I am seeking the full refund of $235 as quoted, as the laptop I sent in was in great physical condition and your company is clearly falsifying information to make a profit.
Hi ***, thank you for sharing your experience. We understand there are negative reviews online, but 90% of our trades are processed without ever receiving an adjustment, so that sampling does not represent the entirety of our processed trades. Our records indicate we received your device with a bend in the housing located on the rear, left corner. Our shipping kits are designed to prevent damage in transit, and no damage to the box was identified by our inspectors nor reported by FedEx, resulting in your revised offer. We can only speak to the condition which the device was received in at our facility, and your revised offer was accepted on 8/6 without contacting our Support Team for additional information or clarification. Your refund amount is now processing with Apple, and your trade is closed in our system. We are sorry you were unhappy with your trade experience, but Phobio is unable to take further action at this time. Thank you, Phobio Support.
Sent computer in for accessed value; they reduce it to 1/5th that amount; I rejected and they returned computer non-functioning
I sent them an older MacBook Air in good condition. The on-line assessment was for $150. When they received it, they said there was a dead pixel (there wasn't). Then they said they would give me $35 for it. I rejected that offer and they sent it back. But now it won't even boot up, This is a total scam. My neighbor had a similar experience with them.
I want them to restore the computer to the original state when I sent it to them. And I want them to compensate me for the time I wasted in this process
Hi ***, thank you for sharing your experience. We are sorry to hear that the trade-in did not go as you had expected. It sounds like the issue you are experiencing is related to the Operating System. During inspection, we are required to erase each device that we receive to ensure the protection of your private information, which results in the removal of the Operating System. We apologize for the confusion this may have caused, but you should be able to resolve the issue with a couple of quick, easy steps. This Apple article will help walk you through the process: https://support.apple.com/en-us/HTXXXXXX
Again, we apologize for the condition the device was returned in and we appreciate your feedback. Thank you, Phobio Support.
Lack of accountability on iphone Trade-In
Phobio rejected my iphone device trade-in without any communication from them or through apple as to why. They returned my trade-in device without a sim card, so not it's unusable. Apple said to call Phobio directly since apple doesn't handle the devices. Phobio said there is nothing they can do and wasn't willing to help coordinate with apple other than transfer me back to apples' customer service line. Between apple and phobio, I'm out $200 on a working trade-in and they've removed and destroyed my SIM. I feel like this process between the 2 vendors is a complete scam to force people to pay full price for phones.
I would like Phobio to reprocess the transaction of the trade-in with Apple in order to ensure I receive my $200 trade-in value. If that's not possible, I want them to provide a replacement Verizon wireless SIM for my trade-in so that I can seek alternative methods of trade-in.
Hi ***, thank you for sharing your experience. We are so sorry to hear that you did not receive any email communications during your trade-in. All email communication is handled by Apple, as your trade was linked to your purchase. Phobio is responsible for facilitating the shipping and inspection portion of this program, so we do not have access to view the email history for your trade. Our records indicate we received your device with an activation lock, which prevents us from being able to resell this device. You should have been advised by Apple of the need to remove the lock within the 14 day quarantine period, at which time your trade would have processed as normal. All customers are advised to remove any activation locks, as well as to remove the device from their iCloud account, and to remove any SIM cards or additional accessories before sending the device in to Phobio. This information is also communicated in our shipping instructions located in the box that we sent you. SIM cards are not related to the functionality of your device, and are provided by your cell phone carrier, as they relate to your phone plan. You can likely obtain a new SIM card for free through your phone plan provider, or at your local Apple Store. We apologize that the trade-in process did not go as planned, and we appreciate your feedback. Thank you, Phobio Support.
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the feedback; however, in repeated conversations with Apple, they have indicated that the only way to resolve the issue with the trade transaction is through you directly. They have been very clear that they do not handle anything hardware related with the return and that Phobio is responsible to work through the issue with the consumer directly. Considering that I keep getting the same response from Phobio, I do not consider this as a closed or acceptable response. I've asked Phobio representatives if I can send the phone back in for review now that the SIM is removed and the phone is unlocked and cleared. If Phobio can agree to doing that and getting my $200 trade-in funded, then I will accept this as resolved. Until then, this is an open issue.
Hi ***, it is true that Phobio would work with you directly if the trade was still open; however, as this device has already been returned and the trade is closed, we do not have the ability to reopen a trade to accept the device back at our facility. These trades are created in Apple's system and shared with us. In order for us to accept this device back at our facility and facilitate payment, a new trade would need to be created and associated with a purchase. You do have the option to create a trade without purchase on Apple's website, but those trades are processed by a company named Brightstar. We sincerely apologize if you received any misinformation as far as our capabilities in addressing this matter, but we do not have any other options to pursue at this time. Thank you, Phobio Support.
Phobios broke monitor on my trade in laptop, refused the estimate $115 trade in as a result. Computer sent clean, returned filthy. Dry food on monitor
I was given a $115 dollar trade-in estimate on my MacBook Pro (MacBook Pro Core i5 2.53GHz 15" (Mid XXXX) XXXGB Serial/IMEI: WXXXXXXPGPV). I wiped the system and fully cleaned computer. Everything was in working condition. There were absolutely no problems with the monitor; every pixel was perfectly intact. (associated Apple order number: Order Number:WXXXXXXXXX for a MacBook Air)
Shipment was delivered to Fed Ex store on July 1 and went to address: IMM-PHOBIO XXXXX FAA BLVD Fort Worth TX. Everything was tightly packed and sealed. Fed Ex Tracking number: XXXXXXXXXXXX. (the computer once returned to me was rattling around in this package, the pressure wrap was loosened and slightly frayed).Through the process, I never received the emails Phobios said they would send with status updates. I had to log into apple store order and click on the Track Return link, getting info through there.
I tracked the process (again, never received an email from Phobios) and was surprised when the trade in was rejected for dead pixels in the monitor. Now that the trade has been rejected, I'm no longer able to access the details through Apple's website, and I don't have the Phobios tracking number (I assume it would have been in one of the emails I was never sent.)
The returned computer's battery was dead, despite being fully charged when sent. I plugged it in, and opened it up to find monitor smeared with what seemed to be dried food. The smears were directly over a screen-height line of damaged pixels. The food was not on the monitor and the pixel was not damaged when sent.
Since the only stated reason for rejection was clearly caused by Phobio, I think it's appropriate that I receive the full estimated trade in value of $115.
Hi ***, thank you for sharing your experience. Our records indicate your trade was linked to a purchase with Apple, so all email communication comes from Apple directly. Phobio is responsible for inspecting the device in the condition it is received, as well as shipping the device back and forth. During inspection, we identified a line in the display, which is a functional issue, and not physical damage. As the issue identified is internal, it is not the result of physical damage and could not have been caused in-transit or by Phobio. Phobio's inspection is software based, and we do not open up or alter devices in any way. Pixel issues are likely caused over time and with use, and would not be caused by our process. No physical damage was reported by our inspectors, nor by FedEx, and this is the condition the device was received in. Your offer was revised to $0 due to the age and condition of the device, and our records indicate you rejected this offer on the same day of inspection, 7/12. We apologize if your device was not cleaned prior to return, as the smudges you are referring to are likely residue from the stickers used to identify the line in the display for our internal inspection photo, shown here: https://s3.amazonaws.com/media.phobio.com/trade_images/XXXXXXXXXXX_1.jpg As you rejected the offer to recycle, the device has been returned, and the trade has been closed by Apple and no further action can be taken at this time. We appreciate your feedback and we will ensure it reaches the appropriate parties. Thank you, Phobio Support.
(The consumer indicated he/she DID NOT accept the response from the business.)
A line of dead pixels like that is absolutely a result of physical damage. Whether it came from shipping and your inferior packing materials (again, the computer was loose in its "pressure seal" on return) or your staff damaged it and didn't report it (from the myriad complaints against you here, it seems apparent that you train staff poorly and hold them to low standards), it was damage that was not present when the computer, my property, was in my possession. In addition to breaking my monitor, you left my computer filthy. Unacceptable in all regards. There's obviously little I can do at this point beyond what people all over the Internet are already doingwarning other people away from your service. It's a bad sign when simply googling Phobios led me right to the Revdex.com entry on your business. I hope Apple discontinues working with you.
Same story as the others here. They offered me $135 for a 2011 Macbook Air. When I sent them the device they revised it down to $35 stating there was an issue with the display. I cancelled the trade in and got the device back. The display worked perfectly, just like when I sent it to them.
Phobio's strategy seems to be to invent reasons to lower the trade-in value. I'm guessing most people accept what they can get rather than hassle with having the device sent back.
I recommend selling them yourself on ebay or donating them to a worthy cause. Phobio isn't trustworthy.
Hi ***, thank you for sharing your trade-in experience. Our records indicate we identified two bright spots in the display of your device. Although you may not have noticed these irregularities during normal, every day use, Phobio resells devices in as-is condition, and we are required to look for any discrepancies with the display. Your are correct that you can likely receive a higher value by selling the device privately. We appreciate your feedback and we are sorry that you were unhappy with the trade-in process. Thank you, Phobio Support.
To be clear, it's not that I am unhappy with the trade-in value. I am unhappy with how Phobio does business.
They identified the bright spots how exactly? When I spoke with the Phobio rep they provided me a link to a blurry picture taken from a bad angle of a red arrow pointing at nothing. There are plenty of diagnostic images to help locate and identify issues like dead pixels or bright spots. Instead I was sent this:
https://s3.amazonaws.com/media.phobio.com/trade_images/XXXXXXXXXXX_1.jpg
It's not just about higher value from a private reseller. Even on ebay there is a standard of ethical business practices and support that Phobio doesn't come close to.
It seems more likely that there isn't a great resale value on a 2011 Macbook Air, in spite of Apple's offer price. So why not invent a reason, offer a much lower price and cut your losses?
Apple trade in practices with their partner Phobio seem to be suspect and should be reviewed.
Apple offered a $310.00 trade in on my iPad Pro 10.5 inch when upgrading to a new iPad Pro 12.9. After a brief questionnaire I placed my order for the new iPad and Apples trade in partner sent me a box to ship my old iPad. Knowing how good I take care of my equipment I thought this to be a no brainer. The iPad was working great and was in great looking shape. I was excited to receive my new 12.9 on order #WXXXXXXXXX a couple of days later. Today July 18, 2019 I received an email from Apples trade in partner Phobio that stated my trade in value is no longer $310.00 and is now $0. It said there was LCD damage. I immediately started making calls to apple and Phobio. Apparently there is a problem called pixel bruising that can happen to the lcd and that is why they offered to recycle it or return. This is something the average user like myself would never notice. I wonder if this is truly a problem that reduces a trade to recycled garbage. I know it works perfectly and have no choice but to get it back. In the mean time I have a new iPad that I was hoping to get a $310.00 credit toward. Apple is happy they are getting all these orders with those big trade in values they advertise and the average consumer who sees nothing wrong with their trade gets the shaft by partner Phobio. No customer should receive their new Apple Product until the trade partner has had time to inspect the unit and advise the customer of the value in writing. Something just feels very wrong here and my trust in Apple has been shaken.
$310.00 credit toward my apple iPad purchase.
Hi ***, thank you for sharing your experience. We definitely understand your concerns regarding the trade-in program, and we want to let you know that Apple has two separate programs to facilitate a trade. The program you participated in is attached to your new purchase, and the customer receives a credit back to their method of payment. Customers can also create a standalone trade, which allows them to send in their device to another trade-in partner, and those customers receive an Apple Store Gift Card once inspection is complete. We understand your frustration due to the LCD issue identified during inspection, and you are correct that it may not be noticed by the average user. Phobio resells devices in their current condition, and there are certain requirements we must check for in order to offer a value for the device. You could likely resell this device privately and still receive a value, although we are unable to offer a value through the terms of this trade-in program. Our records indicate you have already rejected the revised offer, and your device has been processed for return back to you. We apologize that the trade-in process did not align with your expectations, and we appreciate and value your feedback. Thank you, Phobio Support.
(The consumer indicated he/she DID NOT accept the response from the business.)
I thought you might follow through and do what is fair and just. Looking online I see all the people who feel jilted by this deal with Apple. I assumed your response would be of no help whatsoever. Such a shame. Your very quick to make that statement about rejecting so you cant revise the offer. That is very convenient for you and of course you know after my phone call with your company that customer service has no intention of a revision. I am moving on to the Attorney Generals Office for the State of Georgia and hope to settle this case through them or in court. Thank you
Hi ***, we understand your frustrations, and we cannot prevent you from pursuing whatever actions you deem necessary. Our goal is to assist our customer as best we can, but we can only offer values based on current market rates and the actual condition of the device determined by our inspectors, as Phobio resells these devices to other companies in as-is condition. You can certainly look into other options of obtaining a value for your device to offset the cost of your new purchase. Again, we are sorry that the trade-in process did not meet your expectations. Thank you, Phobio Support.
(The consumer indicated he/she DID NOT accept the response from the business.)
I am currently in communication with an Apple executive and will handle this as an Apple problem. Also just as a side note Best Buy trade in actually asks if you have lcd damage on their trade in screen . They offer $250 for the trade which is less then you offer but when you say yes to lcd damage they still offer $125 as opposed to your Offer of $0. Take care and hope this helps other consumers as well.
My trade-in experience with Phobio was positive and quick. I opted to trade-in two devices, my 2009 MacBook Pro and 2013 iMac to save up for a new MacBook Pro. About a week after completing the trade-in questionnaire, I received the boxes to ship my devices into Phobio. There were instructions in the box on how to properly pack your device for safe travels. My one negative with the shipping process is that the iMac box was too tall, so the stand wasn't flush with the bottom of the box as the instructions noted it should be.
For each step of the trade-in process, I received an email update and was able to track the progress of my trade-in. Keep in mind that updates may be delayed if you're in a different time zone, and updates only come during business hours (aka Monday thru Friday).
A few days after my MacBook Pro was delivered to the Phobio facility, it was listed as received, and a few days later inspected and approved for the quoted amount. I received my Apple gift card two days later. The process was the same for my iMac, except it took a few days longer to receive my gift card as the device inspection/quality was approved on a Friday.
I can't relate to the negative issues others experienced, but I feel their experiences may be due to lack of reading the fine print. Both Apple and Phobio have a FAQ section that address most concerns, and acknowledging the facts is important in making sure your expectations are met. For example, the quoted value for your device is the highest quote currently available for your device, based on the questionnaire answers you provide, pending inspection. If they find an issue or your answers don't match the device quality, they may dock the quoted value. As a customer, you need to take the time to educate yourself so as to set your expectations for the process.
In my opinion, both companies are very transparent with the positives and negatives with the trade-in process. But as a customer, you need to be diligent and do your research first! It's a nervous-wracking idea to send your device away in hopes it all works out, especially sending a device through the mail as opposed to an in-store trade-in. However, if your device is in good condition, you're honest about your device, I'm sure you will have a positive experience. Remember that these negative reviews aren't the only Phobio customers, and that people are more likely to leave a negative review that a positive one.
I sent my iPhone 6plus in perfect working condition to Phobio as part of the Apple Give Back program and Phobio changed the give back amount to 0.00.
I sent my Apple iphone 6plus as part of the Apple Give Back program in exchange for an Apple iPhone 10 Max. The 6plus was in perfect working order when I sent it to the middle man, Phobio. I expected $250.oo exchange as promised. The middle man contacted me requesting accessibility information, but my husband had experienced a heart attack and I did not call them back within the time frame. Phobio returned my phone and when I took it to an Apple store for the give back, I was told it had battery issues and was worthless. It had no issues when I sent it in. I was using it until the day I mailed it away.
I would like an Apple iTunes card for the $250.00, which is the credit I expected based on the phone's condition when I mailed it to Phobio.
Hi ***, thank you for reaching out to share your experience regarding your trade-in. Our records indicate your trade was revised due to a data erasure issue. During inspection, we are required by Apple to utilize a security-grade erasure software intended to completely remove all personal information, as well as test the complete working condition of the device's internal hardware. As you can imagine, Apple takes the protection of your data very seriously, and we must provide a certificate of erasure for every device received at our facility. As we could not ensure complete erasure, we would be unable to resell this device or offer a value. In this case as no action was taken on the revised offer, the trade was automatically rejected after 14 days, and was therefore closed and processed for return back in April. In regard to the battery, we do not run any tests on the battery, nor would our inspection process affect the battery's condition, as we do not physically open up or alter devices in any way beyond erasure. It is likely the issue you are experiencing with the battery is due to the age of the device and the lifespan of lithium ion batteries in general, and it would be unrelated to the trade-in process. We understand your desire to receive a value for your device, and although we cannot facilitate a trade, you are welcome to pursue other options such as selling your device privately or looking into other programs. We are truly sorry to hear about your husband's health, and we hope he is recovering well. Thank you, Phobio Support.
I was unable to get a reversal immediately after a confirmation because a customer service agent messed up
I was given a reduced quote for my trade in computer and when I went in to reject it I accidentally clicked confirm. I immediately contacted customer service on the website and the woman I spoke to told me it was okay because I had contacted her right after and said she would sort it out. A few days later I received an email with the payment that I intended to reject. I called Phobio's customer service and the woman (who was very nice) informed me that she had spoken to her supervisor and the customer service representative I had talked to a few days earlier did not actually put in the request to reverse my confirmation and as a result the payment went through and could not be undone. Although the woman I spoke to was polite, this was clearly an error on their end, not mine, and now I had to give away my computer for $180 dollars less than I was prepared to when what I actually wanted was to have it back. Very unhappy.
My computer back.
Hi ***, thank you for reaching out to share your experience. It does appear that there was an error on our part, and a supervisor has already been in contact with you to honor the original value of your trade. Your additional funds are processing and should be received within the next few days. We sincerely apologize for the oversight, and we are glad we were able to make an exception in your case to resolve this situation. We appreciate you allowing us the opportunity to assist you. Thank you, Phobio Support.
From: *** Piccolo
Sent: Wednesday, July 17, XXXX XX:XX PM
To: ***
Subject: Re: Revdex.com Complaint Case# *** (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXXX)
Can you mark my complain as solved ? The issue was resolved
Promised $155 trade-in for old computer. Upon receipt, claimed computer was damaged, revised to $0 trade-in
I used Phobio's service linked from apple.com to trade-in my old computer. After completing the online form on June 20th, I was given a quote of $155. I accepted the quote, and was sent a package to ship the computer to Phobio. I packaged the computer and sent it off, and Phobio received it on June 30th, however, Phobio claims to have not received it until July 2nd. On July 9th, I received an email informing me my trade-in value had been changed - to $0. They claim the device has "physical trauma" to the hinge, and attached two blurry photos showing a crack in the hinge and a dent in the casing. The device I sent had not been dropped, there was no cracked hinge or dent in the case. I contacted Phobio via chat on July 9th, and they're claiming there's nothing they can do, except send the device back to me or dispose of it. There are SEVERAL posts here at Revdex.com.org as well as on other websites from people who've received the same kind of service from Phobio as I have.
I would like the $155 gift card I was initially promised.
Hi ***, thank you for sharing your trade-in experience. Our records indicate the received your device with a small crack in the hinge cover, as well as pitted gouging on one of the corners. To offer the full value for a device, it must be free of physical and cosmetic damage, as Phobio is required to resell these devices in as-is condition, and we are not authorized to make repairs. Phobio would not profit from intentionally damaging a device, as our goal is to resell these devices to cover our operational costs. The pitted gouging identified on the corner of the device would not have occurred in transit, as possible transit damage would results in a smooth dent, as the device is protected by both cardboard and foam. We can only speak to the condition of the device as we received it, and as no damage to the shipping materials was reported by our inspectors, nor by Canada Post in the shipment history, we are not able to offer a value for this device. We understand your desire to receive a higher value, and you are welcome to reject the revised offer and pursue other options of obtaining a value, such as selling the device privately. We appreciate your feedback and we are sorry that you were not happy with the trade-in program. Thank you, Phobio Support.
(The consumer indicated he/she DID NOT accept the response from the business.)
https://forums.macrumors.com/threads/anyone-use-phobio-for-trade-in-before-nightmare-experience.XXXXXXX/
https://www.reddit.com/r/mac/comments/a57h7w/anyone_else_get_scammed_by_apples_trade_in/
https://www.Revdex.com.org/us/ga/atlanta/profile/ecommerce/phobio-llc-XXXX-XXXXXXXX/complaints
Repeated examples of situations nearly identical to mine - customer gets a quote from Phobio, customer ships device to Phobio, Phobio revises quote upon receipt of device due to damage, provides grainy photographs illustrating damage.
"Today I was notified that they were dropping my trade in value down to $10 because of a dent. They attached a very poor quality photo showing the dent. I can say with 100% certainty that the laptop had no dents when I packaged it up and shipped it."
"I, too, have a MacBook Pro in great condition, like new, was quoted a $220 gift card, but I just received an email with a photo of what they claim is my computer with a dented corner, and now they are offering me $45. How am I to know that this is my computer, it was not dented AT ALL when I shipped it your container"
There is a clear pattern here, where Phobio provides customers a lucrative offer to entice them to ship their device in, only to 'revise' the offer upon receipt of the device. I am shocked Apple continues to associate with this company, honestly.
Sincerely
Hi ***, the quotes offered are based on the information submitted when creating trade. If a customer indicates their device is in full-working condition without any damage, they are presented with a quote for the full-working value. This quote is conditional upon our verification of the information that is submitted online. Without any signs of transit damage, and no damage reported by our shipping partner, we can only speak to the condition of the device as we received it. As your device has already processed for return, your trade is closed and Phobio is unable to take further action. Thank you, Phobio Support.
I sent the company a computer in good condition and the company said I sent them a computer with missing keys and physical damage. This is untrue.
I sent the company my used MacBook Pro that was in good condition. They supplied the packaging and provided the label. After they received it they said it was cracked and there was a key missing. This is absolutely not the condition it was sent in.
I would like the computer to be sent back to me in the same condition that I sent it in, this included all keys, no cracks, and in good working order.
Hi ***, thank you for sharing your trade-in experience. Our records indicate we received your device with a small crack in the hinge cover, located on the back of the device. We also identified that the "J" key was missing on the keyboard. Phobio can only speak to the condition of the device as we received it, and as no transit damage was reported by our inspectors, nor by FedEx, the revised offer you received is the only value we can offer for the device in the stated condition. If the key was not missing prior to shipment, it is possible it will be in the box once the device is returned, but our inspectors are not able to troubleshoot or attempt to correct the condition of any device received at our facility. Your device has already processed for return, and once received, we would recommend making a Genius Bar appointment at Apple to help you address the issue of the missing key. This trade has already been escalated and reviewed by a supervisor, and the case has been closed. Phobio is unable to take further action at this time. We appreciate your feedback and it has been recorded. Thank you, Phobio Support.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is absoutley untrue. I sent a computer without any cracks and with all keys present and functioning.
Thus, either Phobio is lying to offer a lower trade-in $ amount or the damage happened while in transit.
Phobio, LLC supplied the packaging for the computer and I followed all packaging instructions. If Phobio is saying the item arrived damaged, the packaging was not sufficient to protect the item. In this case, the damage must have happened to the item without showing any damage to the outside of the box and Phobio is responsible.
However, I believe it was not damaged in transit. Phobio has over similar 200 Revdex.com complaints in just the few years they have been in business. Additionally, past employeses on Glassdoor made statements that they have "unethical valuation processes" and are "stealing people's money". Given the vast amount of similar complaints and multiple derogatory reviews from past employees, I believe Phobio is engaged in a criminal fraud scheme and I am reporting this business to the FBI.
Hi ***, you rejected the revised offer on 7/12, and your device has been returned to you, so you can see the condition of the device for yourself to determine that Phobio is not lying or misrepresenting the condition the device was received in. As you stated, the damage did not occur in transit, and as we resell devices in as-is condition and do not refurbish, we would not profit from intentionally damaging or downgrading your device without cause. We give every customer with a revised value the opportunity to request their device back, and we cover all shipping costs. We are aware of the complaints on Revdex.com, and these complaints represent a very small fraction of our overall processed trades. You are welcome to take any action you feel is necessary, but as your device has been returned, your trade is closed. Thank you, Phobio Support.
(The consumer indicated he/she DID NOT accept the response from the business.)
The company removed keys off my keyboard to offer me a lower quote.My computer had all of its keys when I sent it to them.
How do they explain that a key was missing?
Also when they sent me my computer back 4 screws were missing off the back cover.
This is a scam company and its a pityful. It is truly remarkable how many claims there are against this company on Revdex.com. Never do business with Phobio!
iPhone 6s sent to Phobio in pristine condition thru apple trade-in, promised value of $150 now not being honored as phobio says phone is now damaged.
I sent an iPhone 6s as part of trade-in for a promised value of $150 toward a new iPhone from Apple. The phone was in pristine and fully working condition when it was packaged (following the instructions received) and sent to Phobio. I received an email stating the value had been dropped to $50 as the device was damaged. I contacted Apple support, who conferenced in Phobio and was told that the phone did look to be in perfect condition, but there was an lcd issue and a line through the screen. This issue was not present 2-3 days prior when I had the phone in the apple store for the data transfer. I should have left the phone with the Apple store instead of using Phobio's "protective packaging" to send the phone in. I am now told that my choices are $50 trade-in credit or they can return the damaged phone, which was not previously damaged. I wish I would have looked this company up prior to sending my phone in as they appear from Revdex.com to be very unscrupulous in their dealings. I made a very bad judgment call in trusting the 3rd party that apple chooses to use.
I would like the credit of $150 as promised.
Hi ***, thank you for sharing your experience. Our records indicate that your device was received with lines in the display, indicated in the following link: https://s3.amazonaws.com/media.phobio.com/trade_images/XXXXXXXXXXX_1.jpg Phobio can only speak to the condition of the device as we received it, and as this is functional damage and not physical, this would not have occurred in-transit. If you felt this device was working previously, you did have the opportunity to reject the offer and have the device returned to you, at which time you could bring it to an Apple Store to have them run diagnostic tests on the device. As we are only inspectors and not technicians, we cannot troubleshoot or speak to the underlying cause of the issue we identified. Phobio is required to resell devices in as-is condition, so we would not benefit from intentionally damaging a device. Likewise, if this was transit damage, we would gladly file a claim with FedEx to recover our losses and to honor the original quote for the customer. As there were no signs of physical damage to the device nor the shipping materials, and no discrepancies were reported in the FedEx shipment history, we cannot prove negligence on the part of the shipper. It looks like this information was explained to you during your phone call on 7/9, at which time you ended the call and reached out to Apple directly, and the same information was communicated to the representative. At this time, as your revised offer has already been accepted, your payment was processed on Apple's end, and this trade is closed. We appreciate your feedback and we are truly sorry that you were unhappy with your trade-in. Thank you, Phobio Support.
Faked damage on my laptop trade in and lowered the value by $190. Laptop was in perfect condition when I sent it in.
Confirmation number: XXXXXXXXXXX. I sent my laptop in and it was received 07/03/19. The laptop was sent as instructed and had NO damage. I watched the videos online to see how to package it. 07/08 I received an email saying my laptop was damaged and the new offer was $100 when it was originally $290. The damage was with the screen which just looked like a piece of tape on the screen. Phobio has scammed me out of $190 for an already low trade offer. Phobia will not review the offer and insists the damage is real, when it must have happened in transport or been faked.
I want the $190 you took from my trade in, so $290 total as originally quoted.
Hi ***, thank you for sharing your experience with your Apple Trade-In. Our records indicate your MacBook Air was received with a pixelation issue, which is not physical damage, as it lies under the glass display. As this is not physical damage, this would not have occurred in-transit. Additionally, our inspectors look for signs of damage to the materials the device arrives in as part of our inspection process. No damage was to the box was notated, nor was any damage in-transit reported in the FedEx shipment history. Display issues can be particularly frustrating given that they may go unnoticed during every day use. We are required to inspect the display for any signs of bad pixels, and the photo we provided indicates a white spot in the display, which is an irregularity that cannot be repaired without replacing the entire display. Display issues can be difficult to photograph, but you can view the photo we captured via the following link: https://s3.amazonaws.com/media.phobio.com/trade_images/XXXXXXXXXXX_1.jpg Although the issue may seem insignificant, Phobio is required to resell these devices in as-is condition, as we are not authorized by Apple to make any repairs. Phobio offers set values that are pre-determined in partnership with Apple and based on current market rates. Anytime a quote is revised, a customer has the option to reject the offer and have their device returned to them in the same condition we received it in, at which time you would have the opportunity to pursue other options of obtaining a value for the device, such as selling it privately or looking into other programs. Phobio is unable to take further action at this time, as the revised value you received is the only value we are able to offer for this device, and you accepted this $100 offer on 7/8. At this time, your payment has processed, and your trade is now closed. We are truly sorry that you are unhappy with your trade-in experience, and we have recorded your feedback. Thank you, Phobio Support.
I agree this company is a complete ripoff. I, too, have a MacBook Pro in great condition, like new, was quoted a $220 gift card, but I just received an email with a photo of what they claim is my computer with a dented corner, and now they are offering me $45. How am I to know that this is my computer, it was not dented AT ALL when I shipped it your container. I wish I had read these reviews before I engaged with this company, it appears to be a fraudulent representation of their intentions. Totally disappointed that Apple would use this company for trading in used products.
*** H.