Phobio Reviews (%countItem)
Phobio Rating
Address: 3100 Cumberland Blvd SE Suite 200, Atlanta, Georgia, United States, 30339-5940
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I bought the new IPhoneXR on 5/2/19 and accepted the trade-in for my iPhone 7 for $250. I sent the iPhone7 as soon as I received the box I sent it back via Fedex. I received a message on 5/22/19 that the trade-in value was revised from $250 to $0 due to a Data Erasure Issue. I did a factory reset on my phone and last saw it with the welcome screen working perfectly fine. There was only a small scratch on the screen, but not worth decreasing the trade-in value from $250 down to $0.
I had a case on it the whole time. The phone was working perfectly. I talked to Phobio the rep said was there's "an operating system issue but cannot give a specific issue". Seems like a bait and switch going on here between Apple & Phobio.
Hi ***, we appreciate your feedback. A Data Erasure Issue means that we were unable to successfully run our inspection software, resulting in the revised offer you mentioned. As part of our contract with Apple, we must ensure the complete removal of customer information utilizing a security-grade erasure software, and we cannot diagnose, repair, or troubleshoot any issues that may arise during inspection. We have recently been made aware of an identified issue with some iPhone 7 models and their ability to communicate with different networks. This may or may not be affecting our ability to erase and reinstall the OS on your device during our inspection test. Apple has created a Repair Program for devices that experience this network communication issue, and you can see if your device is eligible for this free repair by taking it in to any Apple Store. Without the ability to ensure the successful removal of private data, we are unable to offer a value for the device, as it must be responsibly recycled or returned back to you. You are welcome to reject the offer to troubleshoot the issue further on your end, or to pursue other options of obtaining a value. Thank you, Phobio Support.
The Company claims a device was received damaged and substantially reduced value. Company stated it would investigate. Ceased responding to emails.
I was directed to this website by my local Apple Store. On April 14, 2019, I received a quote of $205.03 for my MacBook Pro Core i5 2.5 GHz 13" (Mid 2012) 500GB (Confirmation number: XXXXXXXXXXX). On April 16, I received my shipping materials from the Company and on April 17, the laptop was mailed via Canada Post. Per Canada Post's tracking system, delivery was confirmed to the Company on April 22 however the Company's website was not updated so I inquired via Live Chat wherein they confirmed the device was received as of April 22.
The Company's tracking website did not confirm receipt of my laptop until April 27. This 5 day gap of the Company claiming it did not have possession of my laptop is of concern. On May 2, after my device has been in the Company's possession for 10+ days, I receive an email claiming my laptop housing is damaged and my quote was substantially reduced. The email was accompanied by an innocuous and unclear photo which is inconsistent with the condition of my laptop as delivered.
My concern about inappropriate practice by this Company was intensified after doing some online researching and finding identical photos to the one that was sent to me by other customers. I was confident that my laptop was either damaged in the Company's possession or the Company was deceiving me to take advantage of the fact that my laptop was in their possession.
On May 2, I reached out to the Company via its support email to demand that they immediately issue me the quoted amount of $205 - the alternative option of returning me a laptop in a condition different than the one I sent to the Company was not acceptable to me. On the same day, Patrick B., a support supervisor at Phobio, responded implying that the Company was investigating the issue and requested my "evidence". I responded immediately advising that, given that I had zero confidence in the Company's intentions at this point, I would not be providing them with my "evidence" and would happily discuss once they have completed their internal investigation.
On May 7, I responded to the email chain inquiring as to whether the Company completed its investigation. I also advised the Company that I would be away on vacation during the time which the Company's quote "expired" (May 16) and wanted to have this resolved before I left. I did not receive a response.
On May 10, I followed up for a response. I did not receive a response.
On May 11, I received an email from the Company saying that I have 1 more day to confirm my revised offer and if I did not accept it, my device would be shipped back. I emailed the Company right away on the email chain they were not responding to. I advised them that they had sent me an email which changed my original date of May 16 and that this new date was not consistent with their terms and conditions. I did not receive a response.
On May 21, I sent the Company an email advising that it has been over 20 days without a response. I also checked my trade-in status and the history notes that my device is being returned.
As of this complaint, the Company has not responded to my emails since May 2.
The Company has not followed its terms and conditions throughout the way. Firstly, the Company did not acknowledge receipt when it received my device. It cannot account for the 5 day gap from where Canada Post confirmed delivery and the Company's website is updated (despite the Company's chat acknowledging that it was received. The Company also provides 14 days from a revised quote for a Customer to accept or decline. 9 Days in, the Company sent me a predatory email saying I had 1 day to accept or decline - this comes several days after I emailed the Company regarding my vacation (which happened to be on the same date). The Company has not responded to my emails since May 2 when they claimed they would be conducting an investigation. The resolution I am seeking is full payment of my $205. At this point, the Company has not been transparent on the treatment of my device and its "investigation". It will not be acceptable for the Company to advise me in response to this complaint of the status of its Investigation. Why hasn't the Company responded to my emails? Why hasn't the Company followed its timelines and followed its terms and conditions, when it expects customers to? This is very concerning business practice. I will ensure that this is also directed to Apple as the Company's partner.
Hi ***, we appreciate you sharing your experience. Our records indicate you were in communication with a Support Supervisor, and the last email he received from you regarding this matter was on 5/2, when he asked you to provide the photos and video you mentioned to prove the pre-existing condition of the device you sent for trade. Without evidence of transit damage to the box the device arrived in, we can only speak to the condition of the device as we received it. We are willing to take all information into account when making a determination, which is why the photos and video were requested. As we did not receive any additional information regarding this damage, and no action was taken on your revised offer, the device was automatically processed for return back to you. We apologize that we did not receive your follow up emails regarding this case, but our Support Team is always available via phone, 7 days a week, from 8am-12am at 1-800-353-9028. If you would like to provide the photos of the device's prior condition, we can take that information into account when making a final determination; however, with the information we have available, we are unable to take further action at this time, as your trade has been closed and the device returned. Thank you, Phobio Support.
(The consumer indicated he/she DID NOT accept the response from the business.)
Phobio's response fails to address several concerns.
First, the Company conveniently claims it did not receive 4 of my email responses after a May 2nd email. I am happy to provide email evidence that these responses were made in response to the other emails they DID receive.
Second, even if the Company's support email somehow stopped receiving multiple emails (which I would urge the Company to look into if it wants to provide customer service appropriately), the Company never did reach out with results of its investigation. In his May 2 email to me, Patrick B noted that they were "investigating this issue". What happened to this investigation? Patrick's email did not mention that the investigation was contingent on receiving my photos and videos. He simply asked if I would send photos/videos to him. Let's say I DID send my evidence - would Phobio claim they didn't receive them in the email? Phobio needs to provide the results of its investigation, including details as to the status of my laptop in the 5 day gap from when it was noted as received vs when they claimed to have received it. Moreover, Phobio needs to address why, on May 11, 5 days before the "deadline" for me to accept my offer, it sent me an email claiming that I had ONE day to accept my offer - a direct contravention of its terms and conditions.
Phobio is holdings customers like me hostage with our devices. They claim that if I provide the photos of my device's prior condition, they can take that information into account when making a final determination. So has a final determination not been made? Is there an investigation still underway even though my laptop was returned to me? Please explain further.
This is a mockery of a Company and I will not be satisfied with the convenient response of "not receiving emails" because its 2019 - we know full well you received them and, if you somehow didn't, you should (a) not be operating as a company until you can get that fixed and (b) still be obligated to follow-up on your "investigation".
I will be reaching out to Apple to ensure they are aware of this as I await your response.
Hi ***, Patrick contacted you via phone to discuss this matter. As we did not identify any signs of physical damage to the box the device arrived in, without any additional information, we are unable to make a determination other than what has already been communicated to you. If you would like to discuss this matter further, please return Patrick's call. Thank you, Phobio Support.
My return was not accepted and I called with my voice firm with overtones of "I want to speak to your manager" at the ready. Diamond D. not only explained what happened with my phone but how it likely happened and what some other options would be. I'm still not getting a refund on my phone but I understand what happened and have a plan for when I get it back. Excellent service.
iMac trade-in returned damaged and with no explanation whatsoever
I bought a new iMac. Trade in on our mint condition late 2013 iMac was set at $400+. Phobio sends their packing material for me to send in our '13 iMac. We pack it and schedule for FedEx to pick up from our residence. It left our house in mint condition (used daily for six years) with no scratches at all. That was a month ago. Today, to my surprise, FedEx delivered our old iMac in the same box we shipped it to Phobio a month ago. However, once opened, NONE of the packing material was used correctly and the screen has two large cracks on it. I was never contacted about any of this. Today, I called Apple and was told to call Phobio. I called Phobio and was told a supervisor would contact me via email in 2-3 days. I then do a bit of research and find this is a theme with Phobio. What are they going to do? I'm screwed out of $400+ and left with a severely damaged and useless iMac. Let's see how Phobio attempt to resolve this to my satisfaction.
I want the full trade-in value of my iMac prior to it being damaged either in route to or while in possession by Phobio - that's a shipping issue and surely Phobio know how to deal with that versus just sending it back to the sender? Right? That's called customer service. As in...hello customer, your iMac was damaged in the shipping to our facility and these are the steps we have taken to rectify the situation. Did they do that? Nope. Phobio sealed up the box with the now damaged iMac in it and sent if back to me with no notification whatsoever. Oh and one more thing - Phobio should really look into the quality of their shipping materials. They seemed inferior and by this and others experiences, they are inferior. My guess is I'm going to get a nice short email from Phobio shifting all of the blame to someone other than Phobio. Thanks Apple...you know how to pick 'em.
Hi ***, thank you for reaching out to us regarding your trade. As you stated, our records indicate your trade was escalated to a supervisor for further review. During inspection, we check for signs of transit damage to the shipping materials. Without evidence of such, we can only speak to the condition of the device as we received it. Apple handles all email communication regarding the trade-in process, so you should have received automated email updates advising of the condition we received the device in. Without word from you, the trade was automatically rejected after 14 days. It looks like a supervisor has already provided you with a label to send the device back in to us, at which time we will honor the originally quoted value and file a shipping claim with FedEx. We thank you for allowing is the opportunity to resolve the issue to your satisfaction. If you have any further concerns, please respond back to the email you received from our Support Supervisor on 5/15. Thank you, Phobio Support.
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for responding and hopefully we're on our way to resolving this but first a few bits to cover.
To date, I have not received any communication from Apple or Phobio excluding your response to this complaint via Revdex.com. My last comms to Phobio was on May 14 when I was informed I would be contacted by a Phobio supervisor in 2 days to follow up on my inquiry. I was never contacted. My only exchange with Apple was on May 14 prior to contacting Phobio. Apple support person named Jay informed me to contact Phobio:
Jay:
Thank you for your patience with this. I have double checked our trade-in partner messaging and this shows that the 'Display is Not Functioning Properly (Lines, Flicker, Pixel Damage), Physical Damage'.
Jay:
If it wasn't like this when you shipped it to them originally, the process to dispute a reshipped trade in, will be handled through our trade in partner and Phobio can be reached at X-XXX-XXX-XXXX Xam-11pm
Jay:
They determine trade in values and you can contact them directly to see if an error was made or if there is a way to get the full trade in value
Again, I have not received any communication from Phobio. and I have not received the FedEx label you refer to in your response. Please resend the label via email and I will promptly return the iMac to you. You can also call me to discuss further. I look forward to resolving this. Thank you.
Hi ***, we sent you an email on 3/15 at the email address on file for your trade: ***@mac.com we have since resent the email to you again as of today, 6/4. As stated, we would be willing to file a claim with our shipper but first need the device to be returned to our facility, at which time we will contact Apple to have your payment processed. If you have still not received our email, please call our support line at X-XXX-XXX-XXXX so that we may assist you further. Thank you, Phobio Support.
I was told I would get $285 trade-in for my computer but they changed it to $100.
Apple GiveBack
Trade-in
Your device:
MacBook Pro Core i5 2.4GHz 13" Retina (Late 2013) 256GB SSD
Serial/IMEI: ***
Estimated Trade-in Refund:
$285.00
Revised Trade-in Refund:
$100.00
Reason:
Display is Not Functioning Properly (Lines, Flicker, Pixel Damage), Delaminating or Worn Display Coating
I took the computer to an Apple store just before trading it in. It was fine. None of the issues Phobio claim do not exist and I have an Apple Store tech as a witness to back me up.
I called and told them not to lie to me but they stick by their lying report.
I was told I would get a $285 refund. Now, I want $500 for the time and aggravation Phobio has caused me. I dislike being lied to.
Hi ***, thank you for sharing your experience. Our records indicate we did indeed receive your device with evidence of delamination. We apologize if this was not covered during your visit at the Apple Store, but it sounds like that representative may not have been familiar with the guidelines and requirements for the trade-in program, as we facilitate this process on Apple's behalf, and inspections are not performed at the store level. We apologize if you received any misinformation, as we cannot offer the full value for this device without the display first being replaced. Our records indicate you have already discussed this case with a Support Supervisor, and Phobio is not able to take any further action at this time. You are welcome to reject the offer to have your device returned to you, at which time you can look into other options of obtaining a higher value for your device. We are sorry 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.)
They are lying. They are calling the Apple store rep a liar. They are calling me a liar. There are well over 130 similar complaints about Phobio on the Revdex.com website. (Imagine all of those that didn't file complaints!)
I'm sick of their falsehoods! Time for fines & legal action!
Hi! I sent my MacBook Pro to Phobio after being quoted an estimate of $150. I just got an email today saying that my computer is physically damaged and now only worth $30. The email included a picture of the corner of my computer, which appears to be severally dented. My computer was 7 years old, but in great shape. I used the box and foam packaging they provided, which felt very secure. Please don't use this company..... my thought is they are damaging these products on purpose so they don't have to provide customers with the money they originally offered.
Hi ***, thank you for your feedback. Phobio resells devices in as-is condition, so we would not benefit from intentionally damaging a device, as we are not able to make repairs or recover our losses. We inspect the shipping materials for signs of transit damage, but without evidence of damage, we can only speak to the condition of the device as we received it. If you feel your device may have been damaged in-transit, please contact our Support Team at 1-800-353-9028 so we can look into your trade for you. Thank you, Phobio Support.
Package lost by shipper and Phobio refuses to let me file a claim with the shipper directly.
Package was lost by the shipper and when I spoke to the shipper, they informed me the sender, Phobio, would have to either file the claim or release the right to file a claim to me. I contacted Phobio and informed them the package trace returned no results and requested they release the right to file a claim with the shipper to me. They needed to escallate the issue to a supervisor who was not available. The supervisor called me back the following day and informed me they cannot release the rights to file a claim, and he claimed the terms of service state the transfer of ownership takes place as soon as I put it in the box and ship it. The terms of service posted on their website clearly state the transfer of ownership does not take place until "receipt and acceptance of the Device by Phobio." Furthermore, the terms of service state "To the extent permitted by applicable law, you hereby release Phobio from and against any liability arising out of or related to the transfer of the Device, including but not limited to any liability related to the shipment of the Device." According to this, I am still the owner of the computer and Phobio is not responsible for the shipment. However, they are refusing to release the claim rights to me, the rightful owner of the computer.
Release of claim rights for this package with the shipper.
Consumer indicated they have heard from the company and the company resolved their complaint
I had an old MacBook Air that I was not using. I completed the trade in check list with Phobio getting a value of $225 to be paid with a Virtual MasterCard. The checklist asked a number of questions, including if the device was free of any damage, whether it worked properly, and whether the power cable was included. I answered yes to all the questions. The MacBook Air was fully functional when I sent it to Phobio.
After a delay from Phobio, they informed me that the device did not have a hard drive and the trade in value would be reduced to $70. This was preposterous to me as I had tested the device prior to it being sent to Phobio. It'd be like driving your car off for an oil change, then getting a call that there was no engine in the car.
I declined the revised offer and called Phobio to confirm that the laptop would be functioning as it was when I sent it. They assured me it would and I begrudgingly had them ship it back. The laptop was dead on arrival.
DO NOT SEND YOUR ELECTRONICS TO PHOBIO!
Hi ***, thanks for sharing your experience. Our records indicate we were not able to recognize a hard drive on the device when it was received at our facility. This may be the result of an issue caused when you erased the device on your end prior to sending it, but ultimately we cannot speculate as to the cause, because we are not technicians. We were unable to properly inspect the device and offer the full value, as this device was not fully functioning when we received it. You have spoken with a supervisor regarding this matter, and it was suggested that you take your device to Apple for further assistance, as this was not the result of transit damage. We understand this is not the expectation you had when trading in your device, and we apologize that we could not assist you further. Thank you, Phobio Support.
To clarify, the MacBook Air was operational at the time of being sent to Phobio. I used an install key to put a fresh version of Mac OS on the laptop and completed the questionaire online with Phobio to determine the trade in value of my laptop. After Phobio had received the laptop, Phobio followed up saying there was no hard drive in it and that the trade in value would be revised down to $70 (from $225). The laptop was shipped back to me and not working upon arrival. I took took the laptop to Apple, and they took the back cover off and showed me the hard drive, and indicated physical damage during shipping. Based on the condition of the laptop at the time of shipping, I believe that Phobio should honour the original trade in.
Thanks
I traded my phone in through Apple when I bought a new phone. They de-valued my trade-in because of a tiny crack on the right hand side of the phone that wasn't on the screen. They sent me an email about it and if they didn't hear back within 10 days they would cancel the trade and send me my phone back. I didn't see the email because I receive too much spam. So, I received a phone back in the mail that looked like my phone but isn't actually my phone. It had sticky goo all over the front and someone else's case. It wasn't factory reset and has a password *** it. I tried calling them to straighten the issue out. They have a photo of my phone with a crack on the right hand corner. I sent them photos of the phone they sent me with NO crack on it. There was the proof we needed that they sent me someone else's phone but they want to investigate further instead of just settling it for a fair and discounted trade amount, and I was happy to send the other phone back. They want to spend more of my time to investigate further and the manager I spoke with on the phone was very rude and would not listen to logic.
Account_Number: WXXXXXXXXX
Refund I want $100 for my trade and I'll send you this other person's phone back.
Hi ***, thank you for reaching out to share your experience. It looks like a supervisor was in contact with our inspection facility regarding this trade, and as we reside in separate states, it can take some time to research an issue such as this. We certainly appreciate your patience. Ultimately, we are unable to determine what happened in this case, but you will receive an email sometime today with a *** shipping label to return the device to our facility. We will then contact Apple to begin processing the $100 amount that you have requested. Please be on the lookout for that email communication and if you have any further questions, you can respond back to that email. Thank you, Phobio Support.
Looking through the Revdex.com complaints I appear to be one of many. Sent in a MacBook Pro with a quote of $140 in full working condition. Received an email from Phobio with a picture of a small deformation in the corner of the "housing" and was given a new offer of $30. I'm under the impression given the other complaints here that this is standard operating procedure. The company backs you into a corner. Making a decent offer for used equipment and when a small defect "appears" dropping 80% of the value and even after declining the offer they give you time to "accept the new offer" by holding your device. If the Revdex.com wasn't full of interactions similar to this I would have a different opinion but this is not the case.
Modification/discontinuance of It seems apparent that the company provides offers that cannot be obtained in used equipment and the holding of your device after the rejected offer seems to be another tactic to pressure people into the "new offer" and should be stopped.
Hi ***, thank you for sharing your experience. Quotes are based on the questionnaire that is filed out on Apple's website, and as you indicated your device did not have any damage, you were presented with a quote for the full value. If you had answered "No" to the question "Is your Mac in good physical shape?" you would have received the damaged value up front. Once a device is received, we must verify the condition to ensure the proper quote is offered based on the values that are set with Apple. Our records indicate that your device was Inspected on 4/22, at which time a dent on the corner was identified. As the aluminum housing is one solid structure, it cannot be repaired, which significantly lowers the resale value of the device. You rejected the offer the same day of inspection, and your device was delivered back to you on 4/26, 4 days later. We allow customers a 14 day period to accept or reject their new offer, and once a trade is rejected, the device immediately begins processing for return, so your device was not held. It does not appear we received any contact from you regarding the results of the inspection, or else we would have been happy to discuss these findings and the terms of the program with you. We appreciate your feedback. Thank you, Phobio Support.
I send my computer to Phobio for a trade, than I received an email saying that the computer was on working conditions but specs were wrong therefore the value was lower, I deny the offer took them a while to answer, I contacted them and they said "we are sending the computer back to you " , got an e-mail with tracking number but on that e-mail they marked the computer as damage, I argued that because they marked as working condition on the first emails that happened in their facility and they said that the specs were wrong it was damage on transit, but I video taped and documented everything when/what I was putting in in the box until I sealed the box, and that damage can't be on transit because that particular part of the computer was cover by a protection foam provided by them. I have audios of every thing that I talked with them, and videos since I boxed the computer and when I received it with missing accessories(started recording when the fedex driver parked in front of my house no cuts) and the computer won't turn on they said they won't help me and it was my fault, last person I talked to was Tracy *** and she said she was the highest representative that I was going to be able to talk to and hang up on me which I think is rude and unprofessional.
now I have a broken computer no accessories won't turn on, and everything happened on phobio's facility, with the phobio's inspector and have proof (ALL THE E-MAILS) . reading all the complaints now it looks like it is a scam, if you don't accept their offer you get a broken device. DO NOT TRUST PHOBIO APPLE TRADING PARTNERS.
Order_Number: XXXXXXXXXXX
Repair I would like to get my computer to turn on, the screen fix my original computer's accessories back, and an apology from tracy for disconnecting the call in a rude way . I can send all the proof I am talking about.
Hello ***, thank you for your feedback. Our records indicate you have spoken with multiple supervisors with Phobio, and we have communicated our position to you. We have committed to sending you the accessories that you state were not included with you return shipment, and those are in-transit to you. Thank you, Phobio Support.
Phobio is a third-party vendor for Apple. The company manages Apple's GiveBack program. I used the service for a MacBook Pro purchased in 2016. The device was in near perfect condition because it was rarely used. There were no physical defects or operational issues. Using packaging supplied by Phobio and their carrier (FedEX), I shipped the device (fully erased) and waited for the $120 trade-in value to be supplied via Apple Gift Card. Instead, I received a notice saying my device was damaged and offering me $30.
I contacted their customer service team twice, via online chat, and received a notice doubling down on their claim that my machine was damaged. The screen was shattered, according to a photo they provided. I have no way of verifying that this was my device. They inferred that the damage must have originated with me because they claimed there was no outside damage to the box. I was given no opportunity to appeal their decision and the company has refused to file a claim with FedEx.
After researching the issue online, I discovered that many other customers are experiencing the same issues and suspect the company is engaging in deceptive practices to decrease payouts to Apple customers. When I asked for the names of the CEO and head of customer care, I was told the information could not be released publicly even though both are listed on LinkedIn.
In addition to this complain, I intend to contact both gentlemen in writing as well as the Apple executives who lead customer care and communications.
Refund I want the full $120 Apple Gift Card as quoted when I initiated the trade-in.
Hi ***, thank you for sharing your experience. While we are not able to file a claim with FedEx without evidence of transit damage or wrongdoing on their part, our records do indicate you have already received communication from a member of our upper leadership team, and your issue has been resolved. We thank you for your feedback and appreciate the opportunity to review your trade. Thank you, Phobio Support.
I used Phobio through the Apple Trade In Program for my MacBook Air. It was undamaged when I shipped it to Phobio via Fed-Ex; however, Phobio emailed me a photo showing damage to the corner and stating that my $225 offer was now reduced to $80 or they would send the computer back to me at no charge. Phobio claims that no damage to the shipping box was reported upon inspection so I cannot file a damage claim either. It is my word against their's since I did not think to take pictures of my computer before shipping. I have found similar complaints on MacRumorsforum.
Product_Or_Service: Apple MacBook Air
Refund I would like the $225 originally offered
Hi ***, thank you for sharing your experience. Our records indicate we identified a dent to the corner of your device, as well as pitted gouging, indicating the device came in contact with an uneven surface, which could not occur through the cardboard and foam padding. This type of damage could not occur in-transit, as possible transit damage would present itself as a clean, smooth dent. Additionally, we did not identify any damage to the box your device arrived in, nor was any damage in-transit reported by FedEx. Without evidence of wrongdoing on the part of the shipper, we are unable to file a claim with FedEx. We apologize that this was not the outcome you were expecting when trading in your device. Your trade has previously been escalated and reviewed by a supervisor, so please refer back to that communication on 4/17. Thank you, Phobio Support.
(The consumer indicated he/she DID NOT accept the response from the business.)
Before shipping my laptop to Phobio, it was examined carefully by Best Buy Geek Squad and myself for damages. There were a few scratches on the bottom but there was not a huge dent on the corner! I do not believe the laptop was damaged in transit as it was packed carefully in foam, so my only guess is that it was dropped or damaged at Phobio. I wish I would have taken pictures but I thought I was dealing with Apple so I didn't even think about it. Phobio is not Apple, but a partner. I contacted Apple and filed a case but that is all they would do. I want the original offer of $225 or my laptop returned with the dent repaired so I can either sell it or give it to someone who needs it. The $80 offer is unacceptable.
Hi ***, Phobio would not benefit from damaging your device, as we resell devices in as-is condition. We can only speak to the condition of the device as we received it, and as you admit you do not think this occurred in-transit, we cannot file a claim with the shipper as you originally requested. Your device is already being returned to you via FedEx tracking number XXXXXXXXXXXX, and your trade is closed. We apologize again that you are unhappy with your trade-in experience and we appreciate your feedback. Thank you, Phobio Support.
I recently decided to purchase a new laptop, I called Apple and got a quote for my old laptop and based off the $475 quote I was given - went forward with the purchase of my new laptop. I mailed in my old laptop to Phobio only to have them come back with a severe reduction of quote to $165 because of screen damage. However, when I spoke with the Apple representative on the phone I explained to them thoroughly the state my old laptop was in and was still given the $475 quote. I called both Phobio and Apple multiple times to get the situation rectified, however each respective company told me it was the other company's problem. I spoke with a manger at Phobio who told me it was my fault for letting a representative at Apple fill out my form for my Phobio return to which I replied - "but aren't you partners with Apple? How is this my fault'" When I told the manager at Phobio that I could understand the quote not being exactly $475 but to go from $475 to $165 was going to hurt me financially, he told me I could "just return my new laptop and get a cheaper one instead." I really needed to get this money for my old laptop, that was not only in perfect working order but also an upgraded Macbook Pro model with 1 TB storage, in order to cushion the blow of purchasing a brand new laptop from Apple. I have since checked similar models for sale on websites like eBay and they are selling for at least $375, so the original quote of $475 for an upgraded model makes sense to me. I can't believe they are trying to offer me $165 for a perfectly good computer. I am disgusted by this company and the similar reviews I have read on Revdex.com, as well as Reddit and Twitter.
Refund I would like Phobio to honor their initial $475 credit estimate given to me by an Apple representative and concurrent with other websites listings of the late 2013 Macbook Pro with upgraded storage.
Hi ***, thank you for sharing your experience. Our records indicate your device suffers from a display issue resulting in vertical lines throughout the display, which you did not dispute. When submitting a trade online, Apple's website asks the question "Is your Mac in good physical shape?" and then elaborates with "Is the screen free of cracks, pixel loss, and lines? Is the body free of major scratches and dents? And are all the keys where they should be?" We understand that an Apple representative filled out the questionnaire for you, and did so incorrectly. As we resell these devices in as-is condition, we are not able to offer the full value for this device, as we cannot resell this device in "full-working condition." We apologize if you received misinformation regarding your trade, but the trade is meant to be initiated directly by the customer for exactly this reason. You were likely referred to Apple to see if they had the ability to assist you on their end, as we can only offer the damaged value for this device. If you feel you are deserving of a higher value for your computer in it's current condition, you always have the option of selling it privately or looking into other programs. We understand this is not the outcome you had anticipated for your trade, and we apologize that it did not meet your expectations. At this time, you have already rejected your revised offer and the device is processing for return back to you. We appreciate your feedback and we will share it with Apple to ensure the correct expectations are being set upfront. Thank you, Phobio Support.
I mailed my pristine MacBook Pro laptop to Phobio for a trade in. As mentioned my laptop was PRISTINE, not a mark on it. I was skeptical about mailing the laptop to Phobio in the packaging they provided because it was very flimsy, however I thought that they must know what they're doing as they knew exactly the laptop I was mailing back (size, weight, etc.). They reduced my trade in from $270 to $55 and said the hinge was damaged. They sent a close up photo of a hinge, I don't even know if it was from my laptop. I called and told them that I sent them a laptop in perfect condition and that if it was in fact damaged it must have happened in shipping and was due to their poor packaging. They did not offer to contact the shipper, they did not offer to show me the package as they received it, they did I nothing to take care of this problem. Now I'm left with a damaged laptop. I wish I would have read all the other complaints filed against Phobio for the same exact issue. They take no responsibility, I'm surprised that Apple wants to be associated with Phobio.
Product_Or_Service: Apple MacBook Pro
Order_Number: XXXXXXXXXXX
Contact by the Business Phobio should take responsibility for this issue as it seems to have happened many times before and will probably continue to happen if they don't imrove their packaging and shipping methods. They reduced my quote due to the damage in shipping that they arranged, they should file a claim on my behalf for what my laptop is worth.
Hi *** thank you for reaching out to share your experience with us. Our shipping kits are specifically designed to prevent this type of damage from occurring in-transit, and our inspectors do look for signs of transit damage when processing these trades. FedEx did not indicate any damage in-transit, so we would not be able to reach out to them, nor can we file a claim without evidence of wrongdoing on their part. Our records indicate you have spoken with a supervisor regarding this trade previously, so we will take another look into your case and reach back out to you shortly. Thank you, Phobio Support.
Sent in my Macbook Air with a trade in value of $340. I now get an email for an offer of $270 after sending in my computer. I run the serial number once again on the phone with an apple customer service rep and they confirm as well my air was worth $340. Call Phobio and they say I did something wrong and its only worth $270... These people are scams and should be prosecuted. My serial number computer is worth $340 and that is what I should get. Apple can not endorse this company. They are scammers.
Refund I want a $340 credit to my card when I purchased the new laptop through Apple. Simple, give me what my computer is worth instead of trying to double dip.
Hi ***, thank you for sharing your experience. Our records indicate your device was incorrectly submitted as a 2017 model, and was adjusted appropriately upon inspection. There is a 2015 MacBook Air with a processor and storage capacity that also matches a 2017 MacBook Air, which could have lead to the error that you mentioned. You can confirm the year of your device by entering your serial number on Apple's Check Coverage website via the following link: https://checkcoverage.apple.com/us/en -- we apologize if you received conflicting information from Apple, however we can only offer the appropriate value for each device based on the actual model and configurations. You accepted the revised offer on 4/22 and your payment is processing with our payment provider. We will pass on your feedback to Apple regarding their website and quote process. Thank you, Phobio Support.
(The consumer indicated he/she DID NOT accept the response from the business.)
This does not solve the problem. I had the correct serial number when I began this processing, indicating my model was not a 2017. I committed to a $340 trade in value for my laptop and not a $270. I deserve the value that I was told and that I committed to. If this cannot be resolved, I will have to take further legal action. This is unacceptable and saying one thing and doing another is something that differs customers. It is fraud, and I plan to see this through until I receive the $340 that I was promised at the time of trade in.
Hi ***, we understand your concerns, but the value presented upfront is a quote, not a promise. The quote is conditional upon our verification of the information that is presented to us. Even if a model is generated on Apple's website, the customer is asked to confirm that it is the correct model and configuration. Again, we cannot speak to Apple's website, and can only offer the appropriate value for the device that we receive. We cannot prevent you from taking whatever action you feel is necessary, although our program has worked as intended. We will share your concerns and feedback with Apple, but your trade has been closed in our system, as you accepted the revised value on 4/22. Thank you, Phobio Support.
Phobio was great to work with! Unfortunately, the MAC we sent for trade-in was damaged in shipping. Because clearly, the damage occurred during shipping, Phobio gave us the full trade-in value for our MAC. Additionally, Phobio resolved the damage issue very quickly. The customer service we received was excellent and we were treated fairly! A+++ Phobio! Thank you!
Hi ***, thank you for sharing your great experience with our Support Team! We strive to treat each customer fairly in every situation, and we are happy we were able to rectify your issue! Thank you, Phobio Support.
I purchased a new iMac through Apple's website and during the purchase they offered a give back program where they would buy back your old device. I had a Macbook Pro and was quoted $370 Trade in Value. Once I followed the directions and sent it in, they revised the offer to $75. Item was in complete working condition and I wiped the entire hard drive like they suggested. They said because I did not reinstall a new Mac OS X they could not load up the computer properly thus the lowball value of $75. It literally takes 5 minutes to reinstall OS X and they know this. After speaking with their representative I then searched the Revdex.com and found hundreds of the same complaint and even more on Reddit. I really wish I would have searched before even agreeing to this. I trusted Apple and why they would do business with this company is beyond me. Very disappointing since I have spent tens of thousands of dollars buying Apple products throughout my life. I don't think I will ever purchase another Apple product after this experience and I'm going to try and return the new iMac just bought from them. It just hurts to be treated like that as a lifelong customer. If you are considering the give back program DO NOT DO IT, you will deeply regret it.
Product_Or_Service: MacBook Pro Core i7 2.6GHz 15" Retina (Mid 20
Order_Number: WXXXXXXXXX
Contact by the Business A call from either Apple or Phobio regarding this issue.
Hi ***, we are sorry that you are unhappy with your trade-in experience. Our records indicate your offer was revised due to a Data Erasure Issue, which is not related to whether or not the OS was installed on your device. We are required by Apple to erase each device that arrives at our facility utilizing a security grade erasure software. In order to offer the full value for a device, we must provide Apple with this certificate of erasure. If we are not able to successfully run this erasure software, it indicates there may be an underlying issue with the device software. In order for us to resell this device, the hard drive would need to be removed and destroyed before the device could be re-homed, resulting in the lower offer that you mentioned. It does appear that your trade was escalated to a supervisor, and he explained the program and reason for the decrease in value. You rejected the offer on 4/8, and the device has since been returned to you, so you are welcome to look into other options of obtaining a value for your device. Again, we are sorry the trade-in program did not meet your expectations. Thank you, Phobio Support.
I had purchased a phone from Apple under the promise that I would be given a credit on my CC of $150 for a trade-in of my existing phone. The conditions during on the website requested the prompt "Is your iPhone in good condition'" and elaborated with "This means the device turns on, it is free of major dents and deep scratches, all the buttons work, and the screen is intact." The phone I returned was in excellent condition. When I received the box to return the phone, I followed the directions exactly as defined. A few weeks later; I received an email indicating that I needed to remove the phone from my iTunes account, with specific instructions. I followed these instructions within a days time. a few weeks later I received notice that they would be returning the phone because it did not meet the standards. After calling them, they said they were unable to delete the content of the phone and therefore would not be able to resell the phone. They refused to escalate this to their management and I feel scammed. I held up my end of the bargain and they have not honored the advertised refund. This reflects badly on Apple.
Order_Number: AAXXXXXXXX
Refund Credit my CC with $150 as promised.
Hi ***, thank you for reaching out to share your experience. When creating a trade, you are presented with a quoted value, conditional upon our verification of the physical and functional condition of the device. Our records indicate that your quote was revised due to our inability to ensure your device was completely erased, indicating there *** be an underlying software issue. In order to offer the full-working value, we must be able to successfully run our security grade erasure software and present Apple with a certificate of erasure. Without passing this test, we are unable to resell this device, and it must be responsibly recycled or returned back to the customer to protect your privacy and personal information. We understand this is not the result you were expecting, and we are sorry you are unhappy with your trade-in experience. Your trade was in fact escalated to a supervisor, and you were contacted via email on 4/3. If you have any questions, please refer back to that communication. Your device has since been returned to you, and you are welcome to pursue other options of obtaining a value for your device. Thank you, Phobio Support.
(The consumer indicated he/she DID NOT accept the response from the business.)
The only conditions of the trade-in offer did not include any such language you described. When I made the purchase from Apple, the following requirement was listed: "Is your iPhone in good condition?" and elaborated with "This means the device turns on, it is free of major dents and deep scratches, all the buttons work, and the screen is intact." No further qualification was produced. The box which you sent did not have any instructions other than to slip the phone between into the cardboard slot, affix the label and return.
Had you provided more thorough instructions, this would not have been an issue. Since you have returned the phone, I have removed all account locks and restored the phone to factory settings.
There should be no issues in working with the phone (or running your deletion software).
Your communication during this process has been terrible and you have not made any attempt to correct this situation.
Hi ***, while we understand your concerns, Phobio does not handle the communications regarding the trade-in program, nor are we involved in the information communicated via Apple's website. We can only speak to the process as it was designed by Phobio and Apple, and as your trade is closed, we cannot accept the device back at our facility without a new trade being created. We are sorry the process did not meet your expectations and we will pass your feedback on to Apple. Thank you, Phobio Support.
Phobio is a company that is referred to thru the Apple Support Center for taking trade-ins for used Apple products the trade-in is then restored to the customer via an Apple Store credit. I submitted a used 2015 MacBook for potential trade in and was offered $539. I mailed my machine to Phobio, expecting to receive the credit. Phobio did an assessment and told me "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" and the value was adjusted to $189.
Problem is that my machine was not damaged when I sent it to them (in a shipping container provided by Phobio). It certainly did not have a cracked screen or any physical damage.
I called and spoke to a customer service representative, Terrence G., who informed me that "After carefully reviewing your adjustment, our inspectors verified the device's display suffers some pixelation issues. During the inspection, solid colors are cycled on the display to uncover display issues that may not be noticed during every day use." When I asked for some sort of test report I was told that they could not provide one. I asked to speak to a supervisor and was then directed to a manager who said "After reviewing the inspection notes, we found that this screen was delaminating. To offer the full working value the device has to be free of any issues related to the display." Again I asked for a test report and was told that there was none. I asked about the "pixelation" and was told no it was delamination. Bottom line, I never could get a straight story as to what was wrong, if anything, or any validation via some sort of report.
I did go to the Apple Support Center and found that Apple knows of "delamination" issues relative to this display, but never offered a recall.
Product_Or_Service: Apple MacBook Pro
Refund It is unclear to me as to any problem at all with the return. Two different service reps gave two completely different reasons for devaluing the trade in. Refund full value for trade in as quoted. Phobio, as an operating partner of Apple, knows of defects, but either intentionally overvalued the machine to recover it at a lower cost, or could simply repair any known defect Phobio has delayed returning the machine to me, despite my request to terminate the return
Hi ***, thank you for reaching out to share your experience. Our records indicate your quote was revised due to delamination, as you mentioned. The brief description you quoted is a summary of potential display issues, one of which was listed is delamination. You are correct that Apple is aware of this issue with some device models, but they did not offer a recall. We cannot speculate on that, as we only resell devices in their current condition to offer a value to the consumer. As this is an issue that cannot be repaired without replacing the entire display. this greatly reduces the value offered for the device. You also received a photo of the specified damage in the email you quoted, and this photo is available on your trade status page as well. As you can see, the anti-reflective coating is wearing off of the display, causing what appears to be smudging or cloudiness. We apologize if you did not receive an accurate explanation up front, as our customer service advocates are not trained in offering technical assistance and diagnosing specific issues. At this time, your device has been returned to you, and you can pursue other options of obtaining a value for your device. You may also consider bringing it in to an Apple Store for assistance. We appreciate and value your feedback and we are sorry 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.)
Actually, the machine has not yet been returned as of 4/12/19. I called at 1546 EDT and requested that it be returned to me c/0 ***, at the *** Rd, *** VA location.
Good afternoon ***. Thank you for your reply. In regards to the return of your device, this will be handled internally. Our records indicate that FedEx made 3 attempts to deliver your device back to you at the address originally provided for the trade-in. These attempts were made on 4/2, 4/3, and 4/4. The device is currently in the process of being returned to our facility since the original return could not be completed. We have received your new return address as of 4/12. Your device cannot be returned to the new address until we physically have the device in our possession. Once your device is returned to our inspection facility, your device will be returned to you, and held, at the requested FedEx location. Enjoy the rest of your day, Phobio Support.