Phobio

Hi ***, thank you for sharing your experience. Our records indicate your device was received with physical damage that is inconsistent with possible transit damage. No damage to the box was notated by our inspectors, nor were any shipping discrepancies reported in the FedEx tracking. It appears that your trade has already been escalated to a Support Supervisor, and he is currently in communication with you. If you have further concerns, please refer to those communications or correspond with him directly. Thank you, Phobio Support.

Hi ***, it looks like Sai, one of our Support Supervisors, sent you an email on Thursday, 7/11 and agreed to honor the quoted value. While we stand by our process, we value the customer's experience, and we are working with Apple to have your refund processed. Apple estimates that you will receive your funds within 14 days, depending on your financial institution. If you have any questions regarding your payment, you will need to reach out to Apple directly at 1-800-MY-APPLE, as Phobio does not have access to your payment information. We appreciate you bringing your concerns to our attention. Thank you, Phobio Support.

Hi ***, thank you for sharing your experience. Our records indicate that we received both devices with damage that prevents us from being able to offer the full-working value for each device. Your MacBook Air was delivered to us with a bent corner as well as pitted gouging along the edges of the device, which could not have occurred in-transit with the protection of foam and cardboard. Transit damage would more likely present itself as a completely smooth dent. Your MacBook Pro was received with a broken/worn hinge cover, which may seem insignificant, but it is a costly and labor-intensive repair. The photo we provided shows signs of peeling, so this does not appear to be fresh, but likely happened over time with repeated heating. Neither shipping kit was received with any signs of transit damage, and no discrepancies with the shipments were reported by FedEx. As Phobio is not authorized to make repairs to devices, computers are resold in As-Is condition. Any damage requiring repairs by the new owner can significantly decrease the value we are able to offer. As you said, Phobio's goal as a business is to resell devices for a profit to cover the cost of shipping and other expenses that we incur while facilitating this program, so it would not benefit us to damage a device or scam a customer. The values we offer are determined in partnership with Apple, and are based on current market rates. It appears that you have already accepted the new offer for your Air, and your Pro is currently processing for return back to you. We certainly understand your desire to receive a higher value for your second device, and while we are unable to negotiate our values, you are welcome to sell your device privately or look into other trade-in programs. We appreciate your feedback and it has been properly documented. Thank you, Phobio Support.

Hi ***, while we understand your concerns, it is quite possible you never noticed the damage to your MacBook Pro, as it is located on the back of the device. Most of us as regular, every day users do not have reason to look at the back of our computers. Attached is the photo we captured of the stated damage to the hinge cover: https://s3.amazonaws.com/media.phobio.com/trade_images/XXXXXXXXXXX_1.jpg As you can see, there is notable peeling of the black film over the cover, indicating this is not new/fresh damage. If this damage occurred in transit, we would not see this type of peeling, as this is likely the result of the hinge cover being repeatedly heated and cooler over years of use. We certainly understand your desire to receive a higher value for your device, and although we can only offer the revised value that was communicated to you, this device has been returned back to the address on file, and you are welcome to pursue other options of obtaining a value. Thank you, Phobio Support.

Hi ***, thank you for sharing your trade-in experience. Our records indicate that your iMac was received at our facility with a non-functioning hinge, as well as functional damage to the screen. Our inspectors check for signs of transit damage during inspection, but did not identify any issues with the box the device arrived in, nor was the screen physically damaged as we would expect if the package was mishandled during shipment. We can only speak to the condition the device arrives in, and without evidence of anything occurring in transit, your quoted offer was revised to the damaged value for that device model. Each customer is given a 14 day period to take action on an adjusted offer, and it does not appear that you reached out to our Support Team to discuss the inspection results or to dispute the damage we identified upon receipt. Due to the amount of time that has passed *** this trade was closed and the value paid out, Phobio is unable to take action to reopen this trade or otherwise investigate this case with FedEx, as the device is no longer at our facility. We are truly sorry that you are unhappy with your experience and hope that if we do business together in the future, you will not hesitate to contact us for assistance or further clarification. However, we do appreciate your feedback, and it has been documented. Thank you, Phobio Support.

Hi ***, all of our emails regarding revised offers include the number of days left until the quarantine period expires. The date of the quarantine expiration is also listed on your trade status page, which is where the customer must go to accept or reject the new offer. Our Terms and Conditions and Support Page also reference the 14 day period, and the links to our page and contact information can be found in our automated emails as well. Again, we are sorry that you are unhappy with your experience, but as this offer was Accepted back in February, there is no further action we can take at this time. Thank you, Phobio Support.

Hi ***, thank you for sharing your experience with us. Our records indicate that we received your device with a small crack in the hinge cover. Our inspectors did not identify any damage to the shipping kit, nor was any damage reported by FedEx. Our shipping kits are specifically designed to protect devices while in-transit, but if something did occur, we would expect to find some evidence of that on the box or in FedEx shipment history. We also did not identify any other damage to the housing of the device once received, such as bent corners, which would more likely be the result if the package was damaged or dropped. Our inspectors can only speak to the condition of the device as we receive it, and without signs of transit damage or additional information, they make the necessary adjustments to the quote based on the value Phobio is able to offer for the device. Phobio does not make any repairs, as we are required to re-sell these devices in as-is condition, so there is no incentive for Phobio to purposely damage a device, as that prevents us from selling the device for the full value. We would like you to know that our Support Line is available 7 days a week from 8am-12am, and we always appreciate the opportunity to review a trade and discuss our findings. It does not appear that we have received any correspondence from you to dispute the damages identified prior to your rejection of the revised offer on the same day as inspection, 6/28/19. As you have already rejected this trade, the device has been returned to you via FedEx tracking # XXXXXXXXXXXX, and this trade has been closed. We are sorry that you were unhappy with your experience and we appreciate your feedback. Thank you, Phobio Support.

Hi ***, thank you for sharing your experience, and we are so sorry to hear your device was damaged in transit back to you! It looks a member of our Supervisor Support Team sent an email to ***@aol.com on 6/13 in response to your concerns, and he let you know that we would be partnering with Apple to approve your initially quoted value of $125 to address the issue. We contacted Apple that same day, so your refund has likely been processed on their end. Phobio does not have access to your payment information, so you would need to reach out to Apple directly at 1-800-MY-APPLE if you have questions regarding your refund status. We will also forward you the Supervisor's original email from 6/13 for your records. If you have any other questions regarding your trade, please feel free to reach back out to our Customer Support Line. Thank you, Phobio Support.

Hi ***, thank you for reaching out to us, and we are sorry to hear you are not satisfied with your experience! Our records indicate we identified a display/pixel irregularity on your device during inspection, resulting in the appearance of a bright circle in the center of the display. It is possible you may not have noticed it during normal use with the appearance of a desktop wallpaper and various browers/applications, but we are required to cycle solid-colored screens across the display during inspection to check for clouding, bright spots, dark spots, dead pixels, lines in the display, and other irregularities that might otherwise affect the resale value of the device. These display issues are functional, not physical, so it is not related to physical trauma and would not have occurred in transit. Additionally, our inspectors look for signs of damage in-transit to the shipping materials and outside housing of the device, none of which was reported by our facility nor by FedEx. We are sorry if you were not able to view the adjustment photo properly, as displays can be difficult to photograph, but we will provide a direct link to the photo in hopes you can better see what we are indicating: https://s3.amazonaws.com/media.phobio.com/trade_images/XXXXXXXXXXX_1.jpg As Phobio resells devices in as-is condition, the revised value you received is the only amount we can offer for your device. You are not obligated to accept this new value, and by rejecting it, we will return your device to you in the same condition we received it in. It does not appear that you have attempted to contact our Support Team to discuss these findings before filing your complaint. Our team is available 7 days a week from 8am-12am via phone at 1-800-353-9028, and we always appreciate the opportunity to review our findings and better explain our grading process. We appreciate your feedback and it has been documented. Thank you, Phobio Support.

Hi ***, we are very sorry to hear that happened and you are not satisfied with your trade. Our records indicate you have already been in communication with a member of our Support Supervisor Team, and your concerns are already being addressed. If you have any additional questions, please follow up with that supervisor directly. Thank you, Phobio Support.

Hi ***, thank you for sharing your experience! We are sorry to hear that you were not satisfied with your trade. Upon arrival to our facility, we thoroughly inspect each device for external damage and internal functionality. We also inspect shipping kits to look for signs of transit damage, and in this case, none was identified. Likewise, no damage in-transit was reported by FedEx in the tracking history. The dent identified to the rear, left corner of your device shows signs of pitted gouging, indicating the device was likely dropped on an uneven surface. Transit damage, although uncommon, would more likely result in a smooth, clean dent on the corner of the device, as the device is protected by cardboard and foam. Pitted gouging such as we identified on your device could not occur through that layer of cardboard and foam, and as both our inspectors and FedEx indicated no damage in-transit, we can only speak to the condition of the device as we received it. Phobio resells devices in as-is condition, so any device found with physical damage is eligible for a lower, revised value based on current market rates and determined in partnership with Apple. As your case has already been escalated and reviewed by a member of our Support Supervisor Team, please refer back to that initial communication received on 6/21 if you have any questions. Thank you, Phobio Support.

Hi ***, we are sorry you are unhappy with your trade-in experience, and your feedback has been documented. Thank you, Phobio Support.

Hi ***, thank you for sharing your experience! Upon arrival to our shipping facility, we independently inspect each computer to ensure the reported condition matches the criteria outlined on our trade-in site. We also thoroughly inspect each shipping kit for evidence of transit damage. In this case, we did not identify any damage to the materials, resulting in your revised offer. After reviewing your trade, although we stand by our process and saw no indication of transit damage, we value you as a customer and would like to ensure you have a good experience. We will honor the original quoted value for your trade in the amount of $220. Please look for your Apple Store Gift Card to arrive via email from [email protected] within 5 business days. If you do not see it, please check your Junk or Spam folder. We appreciate the opportunity to review your trade and hope this helps resolve the matter to your satisfaction. Thank you, Phobio Support.

Hi ***, thanks for sharing your experience. Our records indicate we did process a trade for the same device back in April, but it did not pass our inspection test. As we are not Apple Authorized Technicians, we are not able to troubleshoot or diagnose issues identified during inspection, and must rely on our ability to fully complete our inspection software to determine the working, as-is condition of any device so that it can be re-homed. In this case, something prevented us from completing that software test, resulting in the revised offer. As previously stated, we cannot speak to the root cause of the issue, and therefore cannot speculate as to why the device passed inspection when traded in a second time. When you created the second trade for your device, you were presented with the offer of the device based on current market rates. By proceeding with that trade and sending your device in to Phobio, you agreed to the $200 value that was being offered at that time. If you desired a higher value for your device than what Phobio was able to offer, you were in no way obligated to proceed with your trade and could look into other options of obtaining a value, such as selling the device privately. Our records indicate we did not receive any communication from you regarding the offered amount until after your device was shipped to Phobio, at which time the trade was already in-process. There is no further action that Phobio can take at this time, as your trade has already been closed and your refund has likely been issued by Apple. However, we do appreciate your feedback and the opportunity to review your trade. Thank you, Phobio Support.

Hi ***, thank you for providing all of those records. As you stated, something prevented us from being able to properly inspect the device. Without running diagnostics, the most our phone advocates can do is give examples to help the customer better understand our findings. As we resell these devices to make our profit, we cannot offer a value for a device that is not successfully wiped and completely removed from a customer's account. You stated that you did receive the communication from Apple, as it was routed to the Spam folder based on your son's email filters, which is not dictated by the sender of the email, so that could not have been prevented on Apple's end. The values of these devices fluctuate, and offers are based on current market rates. As previously stated, this trade has already been closed no further action will be taken at this time, as the value was Accepted when you chose to proceed with sending the device in a second time, and you have already spoken with a supervisor. Thank you, Phobio Support.

Hi ***, thank you for sharing your experience with us. Our records indicate your device was adjusted for "Device Does Not Power On" but based on the photo attached to your trade, it was actually an issue with the device booting the Operating System, and the inspector did not have an adjustment reason to select which matched this scenario. We are required by Apple to inspect devices in the condition they are received it, and because we are inspectors and not technicians, we are not authorized to troubleshoot, diagnose, or attempt to alter the device in any way, aside from running our inspection software. In your case, the device was indicating it could not boot the Operating System and was prompting us to plug it in to iTunes to manually download the software it needed. This is likely the reason the device functioned normally once you received it, although the fact that it did not boot automatically at our facility indicates a possible internal issue with the device. We understand the confusion with the adjustment reason, and although we stand by our inspection findings, we value your experience and we realize that the reason you were given for the revised offer was not quite accurate. We would like to provide you with a FedEx shipping label to return the device to our facility, at which time we will offer you the initially quoted value of $200. Please look for an email to be received at ***@hotmail.com sometime today with the attached FedEx label so we can begin working toward a resolution for you. We appreciate your feedback and thank you for the opportunity to review your trade. Thank you, Phobio Support.

Hi ***, thank you for sharing your experience. Our records indicate that we received your iMac with a broken hinge, as you already indicated. When a device is received at our facility, we inspect the shipping kit for any signs of possible transit damage, and none was reported by our inspectors nor by FedEx in the shipment history. We can only speak to the condition of the device as we received it, and our findings were communicated to you once inspection was complete. We do not show that you have attempted to contact our Support Team to discuss our findings before filing your complaint., We welcome the opportunity to review every case and take into account any additional information that the customer can provide. If you had contacted our Support Team, we likely could have resolved this to your satisfaction. After reviewing your case, we will be filing a claim with FedEx so that we may honor your original quote of $145. Please look for your Apple Store Gift Card to arrive via email from ***@virtualrewardcenter.com within 5 business days. Thank you, Phobio Support.

Hi ***, thank you for sharing your trade-in experience. Our records indicate we identified a display discrepancy with your device, which can be frustrating given that pixel irregularities can be masked by the appearance of a desktop wallpaper or other images presented on your computer during normal use. For this reason and as part of inspection process, we are required to cycle solid-colored screens across the display to look for bright spots, dark spots, dead pixels, lines in the display, or other irregularities that may affect the resale value of the device. In this case, we identified a clear ring in the display, identified in the photo we provided as a courtesy. The screen displayed in the photo is part of our inspection software, and as the display is light-emitting, it can be difficult to capture a clear picture. I will provide a direct link to the picture in hopes you can get a better idea of our findings: https://s3.***.com/media.phobio.com/trade_images/XXXXXXXXXXX_1.jpg we certainly understand your desire to receive a higher value for your device, and although our pricing structure is defined in partnership with Apple, you may be able to receive more for your device by selling it privately. Your device has already been processed for return shipment back to the address we have on file, and it will be returned in the same condition which it was received by us. We appreciate your feedback and we are sorry the outcome was not what you anticipated. Thank you, Phobio Support.

Hi Shan, thank you for your feedback. Apple's standalone trade-in program does offer an Apple Store Gift Card, and all timelines for the process are made known to the customer to set the proper expectation. Also, you should be able to use your gift card to purchase an iTunes gift card, which is compatible for the iTunes Store. For future reference, Apple also has a trade-in with purchase program where you can initiate a trade during the checkout process while purchasing your new device online. This allows you to purchase your new device in advance, and later receive a refund based on the value determined during inspection. Phobio only facilitates the shipping and inspection for these programs, but we are sorry if you were unhappy with your experience!

Hi *** thank you for reaching out to share your feedback. Our records indicate that we received your device with a broken hinge cover, as well as a dent to the corner of the device. We inspect each shipping kit for signs of transit damage, and in this case, we did not identify any discrepancies. Phobio does not stand to profit from damaging a device, as we are required to resell these devices in as-is condition. While reviewing your trade, although we cannot prove transit damage and can only speak to the condition of the device as we received it, we value your experience and are willing to honor your original trade-in value. We will process an additional payment in the amount of $115, and you should receive a second email from ***@virtualrewardcenter.com within 5 business days. We hope this will help to alleviate any negative feelings you have about your experience. Thank you, Phobio Support.

Hi ***, thank you for sharing your experience with us. Our records indicate that we received your device with a bright spot in the display, indicated in the photo that was provided to you. We understand your concerns about the drop in value, but both our working and damaged values are set in partnership with Apple based on current market rates. We resell devices in as-is condition, and a display issue cannot be repaired without replacing the entire display, which dramatically decreases the value we can offer through our program. You were likely advised to reject your offer, as you may be able to receive a higher value by selling the device privately, as our damage values are fixed in our system. If you had rejected the offer, the device would have been returned to you in the same condition which it was received by us, as our inspection is software based along with a physical examination of the display and housing of the device, so it would not have been altered. As you accepted this revised offer, your Apple Store Gift Card has been processed and emailed to you via Virtual Reward Center. We are sorry the outcome of your trade was not as you anticipated, and we appreciate your feedback. Thank you, Phobio Support.

Hi ***, thank you for sharing your trade-in experience. Our records indicate your trade was revised due to a data erasure issue. Apple requires Phobio to utilize a security-grade erasure software on every device the we receive, which is intended to completely remove all personal information, as well as test the complete working condition of the device. If the device does not pass this software test, we are not able to accept it for trade, as we cannot ensure that all personal information has been removed and that all internal components are functioning properly. Less than 1% of devices experience this issue, and as we are not technicians, we cannot diagnose or troubleshoot the error. Your case has already been reviewed by a supervisor, and no further action can be taken by Phobio at this time. We appreciate your feedback and will share it with the appropriate parties. Thank you, Phobio Support.

Hi ***, as previously stated, we run this software test on every device we receive, and it is meant to erase and test the internal functionality of the device. It would not serve us nor our customers if the software fried devices or otherwise altered them. As we were not able to run our inspection software to ensure the working condition of the device once it was received at our facility, the issue was communicated to you and the device was returned per your request. Our intention is not to place or shift blame, and we can only speak to the results of the inspection. We are sorry that the trade-in process did not meet your expectations and your feedback has been recorded. Thank you, Phobio Support.

Hi ***, thank you for sharing your experience. Our records indicate that you Accepted the revised offer on 6/2, without contacting our Support Team for more information or further clarification. We can only speak to the condition of the device as we received it, and did not notate any signs of transit damage to the shipping materials. We re-home devices in their current condition, so Phobio would not benefit from damaging your device at our facility. As you have already accepted the new offer, this trade is closed and the approved amount has been released to our payment provider for processing. In the future, if you have concerns, our Support Team is available 7 days a week, from 8am to 12am EST. Thank you, Phobio Support. Thank you, Phobio Support.

Hi ***, thank you for sharing your trade-in experience. Our records indicate we were not able to successfully run our security-grade erasure/inspection software, which is required by Apple. The software is designed to test the working condition of the hard drive, as well as ensure the complete removal of all personal information. If the device does not pass *** software test, we are unable to offer the full-working value, as the device must be re-homed without the hard drive. As we are not technicians, we cannot diagnose or troubleshoot during inspection, and must rely on the ability to run the inspection software. All devices are tracked by serial number at our facility, so the device returned is the device that we received. We would recommend taking your device to your local Apple Store so they can run diagnostics to determine the cause of the error that was experienced. Thank you, Phobio Support.