Phobio Reviews (%countItem)
Phobio Rating
Address: 3100 Cumberland Blvd SE Suite 200, Atlanta, Georgia, United States, 30339-5940
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I participated in the Apple trade-in promotion to get a new iPhone. As part of this my current phone was given a trade-in value of $300 based on a series of questions online. Due to this $300 credit I purchased a new phone. Later, after I had sent in the phone to Apple's trade-in partner Phobio, I was told the value of the phone was in fact $0 and that I would be charged the $300 difference. Of the two reasons given for the revised value( Incorrect model identification, housing cracks), one, the former, is an outright lie. I correctly identified the phone and Phobio saying I did not is incorrect. The other reason, the housing cracks, does not make sense as the phone is in fair condition and the phone is metal, so a crack in the housing does not make sense. The entire reason I purchased this new phone was because of the trade-in value, so to have the value revised to $0 seems like a bait and switch tactic from Apple and Phobio, as they know full well going through the process of returning my old phone, me returning the new phone as well as the accessories I purchased for it, and closing out the associated loan for the financing of the phone is a hassle not many will go through.
Product_Or_Service: iPhone 7 Plus/ XS Max
Order_Number: WXXXXXXXXX
Other (requires explanation) I would like this to be resolved by receiving the $300 I was quoted for the trade in of the phone.
Hi ***, thank you for sharing your experience. Our records indicate that your offer was revised due to housing cracks, as you said. The damage we identified (to what appears to be the back of your phone) is not necessarily cracked, but as this is not damage was have typically seen with these devices, Housing Cracks was the closest adjustment option we had. Based on the photo we have on record, it appears that the finish has worn off on one of the corners of the device to the extent that the aluminum is beginning to crack or wear away. As this is not something that can be repaired, it is not eligible for trade-in, as we cannot resell this device in it's current condition. The model revision that you mentioned is secondary, and is due to the fact that phones are no longer submitted on Apple's website with the serial number included. This means that once we receive a device, we must identify the proper carrier and storage capacity. Your device was submitted as a 7 Plus 128GB "Other" and once we received it, we identified it to be a 7 Plus 32 GB "Verizon" phone, so the carrier and store capacity were updated accordingly. By rejecting the offer, you may be able to obtain a value for your device by selling it privately. We apologize if this was not the outcome you anticipated when trading in your device and we appreciate your feedback. Thank you, Phobio Support.
I went to the Apple store with my old laptop after I got everything transferred over to my new laptop. The rep said I took too long to associate the return of the old one as related to the purchase but I could still get a credit via Phobio. The Apple rep confirmed it turned on, checked it out, no visible damage so it should be worth $253. Phobio sent me Quoted Value: $253.00. I put the laptop in the packaging I received from Phobio. When they received it they said it's worth $50 due to damage to the case. The ding in the photo they sent would have meant serious damage to the packaging. They asked me if I had photos and proof, but why don't they have pictures of the packaging? What did it look like when they go it? It should be obvious if it was damaged in shipping. Why is it on me to prove it was damaged in shipping when it should be super easy for them?
Account_Number: XXXXXXXXXXX
Store Credit I want the original amount of Apple store credit that was estimated by the Apple rep and Phobio, the case was either dinged during shipping which is their fault it's their packaging. I followed exactly their shipping directions, or it's something that happened at their site.
Hi ***, thank you for sharing your trade-in experience. Our records indicate your device was revised due to bent housing, as you stated. We did not identify any damage to the shipping materials, otherwise we would have honored the value immediately and filed a claim with *** Additionally, no damage was reported by *** in the tracking history. You may have been asked if you had a photo of the device prior to shipment because we take all information into consideration when reviewing the trade. Our shipping materials are specifically designed to protect the device during shipment and prevent this type of damage from occurring, and without any signs of transit damage to the box, we can only speak to the condition of the device as we received it. The overview of the device performed by the Apple Representative in the store is not the same as our inspection process, as Apple representatives are not always aware of the grading structure and what qualifies as damage. This is why the quote offered is subject to change based on our verification of the condition of the device. As we resell devices in their current condition, and housing cannot be repaired, we are unable to offer the full value for this device. Our records indicate this device has already been returned, and you may be able to receive a higher value by selling the device privately. We apologize that the process did not meet your expectations and we appreciate your feedback. Thank you, Phobio Support.
I sent my one and a half year old fully functional and untarnished MacBook Pro (from 2017) in for an exchange based on Phobio's offer of $1243.00. I answered all of their questions accurately and confirmed the quote multiple times. It took them 5 business days to provide me with a quote from the time the computer was delivered and I was told I would have the quote within 3 business days. When I finally received my offer online, it was for $435.00. I called Phobio and was re-directed to Apple, who eventually sent back to Phobio. The first representative I spoke to was unhelpful and provided no additional information and I was transferred to speak to a supervisor. I was told this was due to a "pixelation" issue. They reported the computer was functional. When discussing this further over the phone, I asked for further explanation and eventually asked for a picture to emailed to me. I was sent an image which showed no issues. They did a very poor job of communicating what the issue was with the device and why my offer was $808.00 different from my quote. I read through their inspection guidelines as provided on the website and no where does it mention this "pixelation" issue. I have sent a follow-up email that I requested be sent to management.
Product_Or_Service: Apple Give Back
Order_Number: WXXXXXXXXX
Refund I would like the original quote amount refunded, as promised based on the condition and specifications of my computer.
Hi ***, thank you for reaching out to share your trade-in experience with us. We apologize if you were not contacted regarding your trade, as we do see this case was previously escalated to a supervisor. A member of our upper leadership team will be in touch with you today to discuss this case further. Thank you, Phobio Support.
(The consumer indicated he/she DID NOT accept the response from the business.)
I was contacted by management, two weeks after I rejected their offer and had the computer returned to me. This time, they offered me $800 for my computer. While this is an improvement from their previous offer of $434, it is still unsatisfactory that it took them over a month to properly attempt solving this issue. I did not get the outcome I had hoped for, and stand by my previous statement that I will not do business with them in the future and would highly advise against anyone else using Phobio for their trade in needs.
Hi ***, our records indicate you were contacted by a member of our upper leadership team in regard to your Revdex.com complaint. If you have further concerns, please respond back to them directly, as it does not appear we have received any further correspondence from you. Thank you, Phobio Support.
I sent my 2017 few months old MacBook for trade in to purchase a new device. Since it was in a perfect condition, the quote I got for the trade was $600 plus. A few weeks later, I got an email that there are few thin lines on the display flickering. This came as a surprise so I demanded if there was a point of impact they said no there was none, pixels just start deteriorating, on a 3 month old macbook'??'?
I didnt find this right so I demanded pictures and a detailed report from the inspection officer. The only solution they gave me was to get my device back. I sent my laptop in condition A and am receiving it back in condition B without no consequences.
When I received my device, I opened the box and when I turned it on, the whole screen was flickering, nothing was visible and there were 2 scratches across the whole display. This was not disclosed to me by Phobio.
I called the supervisor and the only thing I was told is that this doesnt happen under their care. THEY ARE A SCAM!
Repair I would like to be reimbursed for the repairing of the display which cost me $680. They ruined my laptop and this is the least I can ask for , for damaging my property under their possession.
Hi ***, thank you for sharing your experience. Our records indicate we received your device with display issues, as you mentioned. As we are not technicians, we can only speak to the condition of the device as we received it, and cannot speculate as to the cause of the issue. As it is not physical damage, it would not have occurred in-transit, nor did we identify any signs of transit damage to the shipping materials. Phobio would not benefit from damaging a device, as we must resell these devices in their current condition, which is how we are able to offer a value to the customer. Due to the display issues, this device is not eligible to be sold as fully-functioning, resulting in the revised offer that you received. As you have already discussed this trade with a supervisor on multiple occasions, the trade has been closed. Please refer back to your previous communications if you have any questions. Thank you, Phobio Support.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a non-answer. Also, I could see that the facts are being muddled for their own convenience. I have the knowledge that Phobio wont benefit from intentionally damaging my device, thinking otherwise is insulting my intelligence. I would like to spell out my claims once again for the sake of clarity and would like evidence to corroborate your claims as I have provided.
FACTS:
1. Condition A of Macbook: A few months old
Hi ***, we understand your concern, but this device was in no way changed by Phobio. Your device was returned to you in the same condition that we received it in, and we have no other options to offer you at this time. Thank you, Phobio Support.
In February I sent Phobio a 2009 17" MacBook Pro as part of a trade-in for a new Mac. The computer was in excellent condition, with absolutely no body damage. I was quoted $121.
On Feb. 27 at 10:17 p.m., I spoke with someone at Phobio to find out what was going on with my trade. I was told there was damage to the phone jack port and the new quote was $0. They offered to recycle it for free. I was baffled about this claim, so I told them to send it back. (The company should have a recording of this phone call, which will show how surprised I was to hear about this supposed damage.) It took a few emails, but I finally got the company to send the computer back. (I canceled the purchase of the new computer, which meant I couldn't use Apple's website to reject the revised quote.)
Not only is the phone jack port bent, but I can see three dents on that side of the computer. None of these dents were there when I shipped it to Phobio. I cannot sell this computer in this condition.
I sent the company two messages about this, and I haven't heard anything in response.
Look at all the complaints that have been filed against this company. I believe Phobio is engaged in a scam. They get people to send in equipment based on these quotes, and then they claim the equipment is damaged. I bet most people just accept the lower offer. That's why we traded the equipment in! But if you ask to get it back, they damage the computer. There are just too many stories that have the same details in them for this not to be systemic. This is how they make their money. I can't believe Apple contracts with this company. It's the worst experience I've ever had with a company, and it sullies Apple's reputation to work with them.
Order_Number: WXXXXXXXXX
Refund I was promised $121 in Apple gift cards. I want them to follow through on their promise. And if they send me a box, I'll send it to back to them.
Hi ***, thank you for reaching out and sharing your experience. Your device was scanned in to our system yesterday, 4/3. Once it is re-inspected, your payment will begin processing. We are glad we were able to assist you in resolving your issue. If you have any other questions, please reach out to the Supervisor that is assigned to your case. Thank you, Phobio Support.
(The consumer indicated he/she DID NOT accept the response from the business.)
The supervisor who took this case over did follow through and sent me an Apple gift card. However, the price he quoted was $110, not $121. He said the price had dropped since I first sent my computer. But that's not my fault. I am trying to get the remaining $11 back.
Hi ***, our records indicate the supervisor you are working with has already indicated to you that he would process the additional payment for $11; however, he was waiting for the initial inspection to occur before he could do so. We will ensure your additional $11 payment is processed. If you have any questions, please follow up with the supervisor you were in communication with. Thank you, Phobio Support.
(The consumer indicated he/she ACCEPTED the response from the business.)
The company's explanation doesn't really make sense, but today I received the final gift card amount, bringing the total to $121 as agreed. The computer arrived back at Phobio on April 3 and I got notification the next day that my card was on the way. I doubt the computer has been waiting for inspection all this time. But it doesn't matter. I am quite sure that if it weren't for Revdex.com, this would not have been resolved. Thank you.
I decided to give back my 2012 iMac. I was quoted $341 worth of credit in the iTunes store. I did a full hard drive wipe, and reinstalled the OS. The machine was in 100% working order with no damage. I boxed up the machine, and took it to FedEx. Now I have an email that says the value has been reduced to $88 due to damage to the screen. This is the definition of fraud. The US Justice department needs to look into this company. So now my options are to take this low ball adjustment, or they send me back a damaged computer.
Product_Or_Service: Give back
Account_Number: XXXXXXXXXXX
Delivery I want the $341 in iTunes credit I was quoted.
Hi ***, thank you for sharing your experience. Our records indicate we identified display irregularities during the inspection of your device, and photos were included in the email you received regarding the revised offer. This is not physical damage, but it affects the functionality of the display, and lowers the amount we can offer for the device as it cannot be repaired without replacing the entire display. You are not required to accept the revised offer, and can request that your computer be returned to you in the same condition it was received by us. It does not appear you have contacted our support department for further clarification regarding the adjustment reason. If you have additional questions, our Support Team is available 7 days a week, from 8am to 12am, and they can be reached at 1-800-353-9028. Thank you, Phobio Support.
I went to the apple store to see if I could get my MacBook fixed and they told me I can either get a trade in value or I can get it fixed. I decided to looks to the trade in a little more. At the apple store one of the helpers quoted me a value of $226 and said that they will have to evaluate it more(to a company called Phobio) and then the trade in value will probably change. I was sent the box to my address to send my MacBook before I sent it I had emailed Phobio asking if I do not like the value can I get my Mac book back and they said yes. After a couple of days it said that it automatically accepted the value of $226. I called and emailed them a couple of times and it took them a while to reply. They told me that they were going to contact their supervisor and see what they could do and I ended up calling them and they said that there was no one that could do anything. My issue is that I'm getting a rip off for the trade in value when I almost payed $2000 and I was not informed correctly of the trade in value and how it worked. I need someone to please help me because I feel like I'm being take advantage of that it seems like they would probably do this to other people.
Product_Or_Service: Phobio trade in of MacBook
Account_Number: XXXXXXXXXXX
Other (requires explanation) I just want my laptop to be sent back to me so I can get it fixed. I can't go out and buy another MacBook because they are not cheap and to just get $200 is not okay.
Hi ***, thank you for sharing your experience. Our records indicate we received an email from you on 2/25 at 11:52 AM, and we responded back to your inquiry within 2 hours. You were advised "If your device receives an adjustment for any reason, you will be notified via email and have the option to accept/reject the revised offer. If you reject the revised offer, we will send the device back to you free of charge." As your trade was not adjusted, it was automatically approved for the quoted amount of $226 that you were offered when submitting your trade. That quote is the maximum value offered for the device based on the model submitted and the condition questions you answer in the online form. We apologize if there was any misunderstanding regarding the terms of the trade-in program. You spoke with one of our Support Supervisors via phone and email, so please refer back to that communication if you have any questions. Thank you, Phobio Support.
Just bought an Xs iPhone and was trying to trade-in my old 6s Plus. Used Apple's GiveBack program and vendor Phobio. Estimate was $200 and Phobio proposed $0. They claim that the phone is bent...here's a photo: https://imgur.com/***
Apple had production issues with the 6s Plus where people were complaining of bent phones. Even then, taking a look at that photo, there is barely any bend and the phone worked fine. Any bend was due to Apple design and not mistreatment of the phone by the consumer. When buying new phone, Apple gave the expectation that my trade-in would be fine (no cracks or damage). Now I've paid full price for a new phone and am getting nothing for my trade-in.
Product_Or_Service: GiveBack Program
Refund I would like the $200 I was estimated to be credited back to my purchase of the new phone from the Apple Online Store.
Hi ***, thank you for sharing your experience regarding your trade. Our records indicate that during the inspection of your device, we identified a slight bowing of the housing. As you indicated, this scenario can affect certain iPhone models due to the thin build and nature of the aluminum housing. As you can see in our photo which you included, the middle of the phone does not touch the table underneath, and is slightly bowed outward. The quoted value is provided upfront based on the model of the device, and the condition questions that are answered when submitting the online form. Once we receive and inspect the device, we make any necessary adjustments to the trade to offer the value of the device based on current market rates and the actual condition determined by our diagnostics. In this case, we did not identify any other issues with the device either physically or functionally beyond the bent housing, but as this type of issue cannot be repaired, it does not offer a resale value. You rejected the revised offer on 3/13, and the device was delivered back to you on 3/19 via FedEx tracking #XXXXXXXXXXXX. We are sorry that this was not outcome you were expecting when trading in your device, and we value your feedback. Thank you, Phobio Support.
(The consumer indicated he/she ACCEPTED the response from the business.)
Apple reached out and worked to resolve the issue I had with this business they partner with.
I submitted my MacBook Air (2011) with an estimated value of $248. After the technical team reviewed the computer, their valuation dropped to $88, with alleged damages on the screen with dead pixels and "side burns?". The photo they provide is very tiny and unclear. Moreover, the so called side burns look like shadows from their poor ability to take a well lit photograph. But most importantly, none of these issued were present when I submitted my computer. The screen was in perfect condition. How is the customer supposed to accept the new trade-in value when the evidence of damage is so poor! This screams SCAM!
I've read so many complaints similar to mine, and it is just baffling why 1) Phobio doesn't improve their quality and 2) Apple still works with them.
Hi ***, thank you for sharing your experience. Our records indicate your device arrived to us with pixelation issues. In this case, we identified bright spots in the display. Due to the nature of computer displays, it can sometimes be difficult to identify these issues in a photo. Every customer has the opportunity to reject the offer and have their device returned, which is what took place in this case. We apologize that this was not the outcome you were expecting, and we appreciate your feedback. Thank you, Phobio Support.
I recently sent my 27 inch iMac computer to Phobio as part of the Apple Trade Back program. I answered a few questions about my computer such as does it turn on, does it operate properly and is there damage to the computer or damage to the screen. I was provided with a trade-in offer of $143.
I packed and shipped my computer to Phobio (they paid for the shipping). After they received my computer, they informed me that they were reducing the value by about $100 because there were three bad pixels on the screen. I have the image that they provided but cannot for the life of me see anything about the areas indicated that is different than the rest of the screen.
Phobio indicated that my trade-in value dropped to "$44.00 due to the following: Your trade quote has been revised due to damage related to the display (screen). To qualify for the full quoted value, the display must be free of any cosmetic damage (cracks, breaks, etc.), free of any functional damage (lines in display, flicker, lighting issues, dead pixels), and not exhibit any signs of damage."
I still don't see anything, but fine - I did not accept their offer of only $44 and they shipped the computer back to me (they again paid for the shipping). After receiving the computer I turned it on. The computer was working when I sent it to Phobio; however, after getting it back, it started up a gray screen with a folder icon and a flashing question mark.
I looked online and saw that I needed to start the computer in recovery mode which I did.
The computer then started up with a spinning globe and a progress bar. After about 30-45 minutes the image was replaced by a globe icon with a caution symbol and the progress bar went away. I'm not sure why my computer was not returned to me in the state that I sent it. I should have been able to turn the computer on and be taken to the Mac welcome screen - that's how I shipped it. I have been spending hours trying to figure out what to do - but I shouldn't be wasting any of my time on this.
Product_Or_Service: Phobio Apple Trade In
Order_Number: Trade #: XXXXXXXXXXX
Account_Number: Confirmation #:
Other (requires explanation) I would either like Phobio to honor the original agreement because I do not see any damaged pixels and screen looks perfectly fine to me. Or I would like Phobio to do whatever they need to do to return my computer to me the same way that I sent it in. When you ship the computer to Phobio, they state: "Be sure your Mac loads up to one of the accepted Mac Operating System screens." - I feel that if they require me to ship it this way, they should do the same when they return it.
A representative from Phobio contacted me by phone and asked for more details about the issue. I explained that the iMac was returned to me with a non-functional hard drive as diagnosed by Apple. The Phobio representative offered to have me return the iMac again for the full trade in value originally quoted. This is acceptable to me and I am closing my complaint. Thank you.
I purchased a new iPhone XR and traded in my Apple iPhone 6 valued at $150 through the Apple Give Back program. This phone was in perfect working and cosmetic condition when I sent it to them, as it was used up until I purchased the new phone. About 2 weeks after sending in my trade-in I checked in my Apple Store app (I didn't receive any comms from Phobio or apple to that point) and there was a message stating that my trade in value had been changed from $150 dollars down to $0 dollars due to the screen being damaged. The LCD screen was in perfect working condition when it left my sight and we have witnesses to this. After being told I needed to reject the adjusted offer if I wanted the device back so I could see the damage, I did so. The phone I received back from the company has screen damage to the top right corner of the screen, the back is scratched in such a way it looks like it was dragged across a coarse metal surface, and there is a sticky residue on the back. The IMEI number on the phone is different from C35NKJLYG5MN shown on the Apple app. I have contacted both Apple and Phobio multiple times and spoken with many representatives and they were no help at all, not even attempting to resolve the issue. This is by far the worst experience I have ever had with a major company. I followed Apple's preparation and shipping directions precisely nevertheless, Phobio representative have asked me if I had photo or video of me packing up the phone while Apple admitted that taking photo or video of the phone being packed is not requested in their instructions. They ignored the fact that I have multiple witness statements to the effect that the phone was being sent undamaged. This is a highly inappropriate business practice to claim that the customers phone was damaged prior to shipping while it is obvious that damaged occurred under control of Phobio. Product_Or_Service: Phone Trade In, Apple Give Back Program. Order_Number: (W XXX XXX XXX)
Product_Or_Service: Apple iPhone
Order_Number: WXXXXXXXXX
Account_Number: WXXXXXXXXX
Refund I want the $150 trade in value for the returned phone, as promised. I held up my end of the bargain, I provided my phone in perfect condition in a timely fashion. Apple and Phobio should be held accountable.
Hi ***, thank you for the feedback regarding your experience. Phobio does not damage devices, as our inspection process is software based. It would not benefit us to cause damage to a device, as we do not repair/refurbish devices, and they are resold in their current condition. No transit damage was reported by our receiving team, nor by FedEx, so we can only speak to the condition of the device as we received it. It looks like your case was resolved by a Supervisor, and if you have any questions or concerns, you can refer back to the communication that was sent to you. Thank you, Phobio Support.
I recently purchased a new MacBook Pro from Apple and decided to take advantage of the Apple Give Back Program. I entered all the information required for my MacBook Pro Core i7 2.7GHz 15" (Mid 2012) 1TB and the estimate was $364. Sent my fully functioning and damage-free laptop back to Phobio in the box provided. A week later I received an email stating the refund had been changed to $72 due to a broken hinge. The laptop I sent definitely did not have a broken hinge. Now they are taking almost $300 off the trade in for that? This company seems like a scam. And after doing some research I ended up here reading a lot of posts that sound exactly like my situation. I feel the same as a lot of others on here thinking I don't want to ask for the laptop back if it is now damaged!
Apple should stop using this third party vendor immediately.
Product_Or_Service: macbook pro
Order_Number: WXXXXXXXXX
Refund I would like the original trade in offer to be honored. My laptop was not damaged when I sent to Phobio.
Hi ***, thank you for sharing your experience. Our records indicate our Support Team has not received any contact from you. We are available 8am-12am, 7 days a week. If you would like more information or to discuss your trade further, please reach out to us at 1-800-353-9028. Thank you, Phobio Support.
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted the business on Monday as they required. I spoke to a customer service representative who told me there was a small crack on the hinge. Again, there was no damage when I sent my laptop to Phobio. I was told that a supervisor would contact me within 1-2 days. It is now 2 days later and I have not heard from anyone. In addition, I just received a notification from Fedex that a package from Fort Worth, TX is on the way. I am assuming this is Phobio and that my laptop is being returned to me. Looks like this is all just a scam. Very disappointed in the whole process with this company.
Hi ***, we do show a phone call from you on Monday, 3/18. A supervisor is looking into this now and will be in touch with you by end of day today. Thank you, Phobio Support.
I traded in my old iPhone 6s Plus to upgrade to a new iPhone through the Apple website because they were offering a deal. I received a return box from Phobio to send in my old iPhone. A month later, I receive an email from Apple saying that Phobio has stated there was LCD damage to the phone. This was news to me as my phone was working perfectly well and had no screen damage. I was supposed to get $250 and now they're offering me $140.
I called Apple and they immediately told me to call the third party company Phobio. Once I talked to someone at Phobio, he had told me that the phone was plugged into a machine and the machine said the phone has some pixels that were darker than the others and that it happens over time with phones. I told him I never noticed these things so if it's true, it's not noticeable to an everyday phone user. If this is the case, can't Phobio ALWAYS say there is something wrong with EVERY old iPhone. Phobio then told me to contact Apple if I have further issue. They pass on their blame to each other which is ridiculous. I've never had this happen to any of my trade-ins with Verizon.
A COMPLETE SCAM. YOU DO NOT GET WHAT THEY QUOTE YOU FOR. Judging by the massive amounts of complaints about the trade-in program, I can tell this is a huge issue that has not been fixed. I'm perplexed that Phobio and more importantly Apple, would do this to their customers. This is definitely a sure fire way to have people move to Android. The customer service is atrocious.
Refund Just stick to your advertised word and credit me the $250. The phone is not damaged, the screen isn't broken. Stop being crooks.
Hi ***, we understand your concerns and we apologize that this was not the outcome you were expecting for your trade. Our diagnostics did indicate the device had some pixelation issues, which may or may not have been seen by you prior to trading in the device. We inspect thousands of trades each day, and the majority of them pass our inspection process successfully, so our intention is not to scam anyone. Every customer has the opportunity to decline the revised offer and pursue other options of obtaining a value for their device. We resell devices in their current condition, and as pixel issues cannot be repaired without replacing the entire display, it is beyond economic repair due to the age of the device. You were referred to Apple not to place blame, but to inquire about returning your new purchase, as that is what was indicated to our representative during your phone conversation on 3/7. At this time, the approval for payment has already been sent to Apple, and you have likely received the credit back to your original method of payment. As we did not hear back from you regarding the email that was sent by our Support Supervisor, this trade is now closed. Thank you, Phobio Support.
I purchased a new MacBook Pro on Apple.com with the Phobio trade-in service, which was estimated to get me $1,089 for my laptop at the time. I have gone through the process fully trusting the legitimacy of this company - Phobio.
I purchased my new laptop from Apple, went through all the hassle of setting it up with my work software, then reset my previous laptop to factory settings and mailed it to them using the box and sticker they provided. I did not in any way corrupt my previous laptop or damage the hardware that would lower the trade-in amount I was getting.
One week later these thieves send me a lowered estimate of $385 (original was $1,089) fully aware that at that point I had no more use for my previous laptop, which was reset to factory settings. They used that advantage to force me into a corner and accept the lowered amount. Reading other people's comments online I can tell that this is a corrupt business with a common practice of lowering their trade-in estimate AFTER customers trust their brand, empty out their computers, and ship it to them. I cannot believe a company like Apple would be doing business with Phobio.
When I contacted their (Phobio's) support team about this they replied with a manufactured image of a "software error" that "prevented" them from properly cleaning my laptop of personal data, therefore their lowered price was "justified". You could tell from the image they sent me that it was not even an authentic Apple screenshot, since Apple never just displays a silly frowning icon, they provide content to describe issues/errors as a user-centric company. Phobio is blatantly lying to get away with stealing.
I also have a separate open complaint with Apple directly.
Product_Or_Service: Phobio MacBook Pro Trade-In
Refund They need to honor their original estimate of $1,089 and send me the remaining amount. Since they have already sent me $385 I expect an additional payment of $704.
Hi ***. Thank you for sharing your experience with Phobio. It appears that you have already spoken with one of our Account Managers in regards to your trade. After further reviewing your trade-in details, we do not show that you contacted our support team to discuss your inspection before accepting your offer. We would not want to force any of our customers to accept a revised offer, which is why all customers have the option to request for their device to be returned to them free of charge. We are required to erase all devices upon inspection, however, there was an issue with your specific device that prevented us from completing our erasure process. In order for us to evaluate a trade as fully working, we would need to obtain a certificate that shows that the data erasure process was successful. We do not profit from attempting to steal from customers because a customer can always ask for their device to be returned if they do not agree with the results of inspection. In that case, we would net a negative return. However, it shows that a decision was made to accept your revised offer without consulting our support team to dispute the condition of your device, or to gain any further clarification. Since you decided to take action and accept the revised offer, your refund began processing with Apple immediately and your trade-in has now been closed. There is no further action that will be taken with your trade-in at this time. Best wishes, Phobio Support.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a canned response to a very common complaint about your unethical practices.
I am not responsible for the failure of your internal "inspection software". That is not part of my contract when I trust the Apple brand and deliver a perfectly preserved piece of hardware and an operating system that is reset to factory settings. Your interval software "glitch" seems to be part of your business model of first (1) instructing your trade-in customers to wipe out their computers (2) significantly lowering your original estimate, fully aware that by the time you have the device it is no longer feasible for the customer to change their mind. Most people use this service via Apple.com, during their checkout process getting a new device. The website through which this process is monitored (Apple.com) makes very little mention of Phobio support or the dispute process. Customers are left with a "take it or leave it" type decision.
The bottom line is you lied with your estimate and then covered up for that lie by manufacturing an internal software excuse that is difficult to prove otherwise. Your so called "proof" was a screenshot of a frown icon with no context or valuable information about the specific error you got.
You will continue to hear about this on various feedback channels until you do the right thing.
(The consumer indicated he/she DID NOT accept the response from the business.)
Your answers contains no new, meaningful information.
As I said in my previous response, the workings and "validation rules" of your internal software is of no relevance to me as a customer. What constitutes a "PASS" for your internal check is in no way clarified to customers before they trust your estimate and go through the tedious and irreversible process of wiping their computer clean for delivery. All I can/could ensure as a customer was making sure the hardware is in good shape and the OS is reset to factory settings. Both done.
You have shown me an unfair and unethical treatment. I will continue this thread and others across various channels until the difference in your original estimate is also processed back to my account.
Case #XXXXXXXX This particular customer accepted his revised offer without contacting our support department. As there are multiple parties involved in this trade-in process, we have no systematic way to issue a reversal. The customer was presented with the opportunity to have his device returned in the condition it was sent to us, or to accept the new offer. Upon accepting, this trade was closed. This has been explained to the customer and he continues to respond, although there is no action that can be taken. We are requesting this complaint be closed. (Please let me know if there is a different way to go about making this request. Thank you!)
My husband passed away and I decided to trade in our Apple 27-inch iMac because I wasn't used to using the computer my husband mainly used it. I thought I'd put the trade-in value toward a new iPad. I followed Phobio's directions and mailed the computer to them in the box/packaging they provided. Because the computer hadn't been used that much before my husband passed away it was in pristine condition both its appearance and how it worked. It was basically a brand new computer. The trade in quote Phobio gave me was $319. After mailing in the computer I received an email stating my quote had been revised to $83 due to display (screen) damage. Attached was a photo which showed a faint line on the screen of a computer. This line most certainly was not on my computer screen prior to mailing. Thus, this damage was caused either by Phobio's own packaging materials being insufficient or by Phobio's handling of the computer once they received it. Also, the way the photo is cropped its impossible to tell what is being shown its not even clear that what's being shown is a computer like mine. I wish I had googled Phobio before sending in my computer I would have seen all the complaints. I'll be contacting Apple to let them know this seems like a scam and it has eroded my brand loyalty to Apple. All I want is for Phobio to do what's right and to honor the price they quoted for this like-new computer.
Product_Or_Service: Apple giveback program
Order_Number: Confirmation # XXXXX
Account_Number: N/A
Other (requires explanation) I want Phobio to do the right thing and honor the original quote of $319. This computer was in perfect condition when I mailed it in.
Phobio contacted me and resolved my issue. Thank you for your help.
After reading complaints about Phobio on the Revdex.com site it is apparent that many people have spent a great deal of time on the phone with both Apple and Phobio about this, even if every one of them filed a complaint with the Revdex.com it is enough to know that their method is to offer an enticing trade-in value then seriously devalue the product upon inspection. I accurately filled out the Apple giveback questionnaire online which stated that device was in proper working condition, OS booted correctly, body was not damaged, and screen was in working condition. I even checked with Apple about scratches on the screen from a 5 year old laptop keyboard which Apple assured me were not issues in the Apple giveback program, only if the device was dropped, cracked, or broken. I was told normal wear and tear was fine. I was quoted $600 for the mid-2013 macbook pro. Upon inspection Phobio devalued my computer to $209 saying that screen showed delamination. I contacted Apple who advised me to contact Phobio and the Apple store. Phobio informed me the screen was delaminated and I was not an inspector. On the conversation with the 1st Phobio supervisor he agreed it was not delaminated but worn, then said that all 2012-2015 retina displays were faulty and would delaminate (which it was not, just scratched like he had just said). I contacted Apple and they said that there was no known issue with these computers and specifically not my serial number. Apple said it would handle it internally and then I was put on a long hold and transferred to Phobio. The second Phobio supervisor said the same thing and I was sent back to Apple, each placing blame on one another apparently clueless to this issue. I will be returning my new macbook and continuing to use my 2013 macbook as the only reason I upgraded was the enticing and disingenuous trade-in value. I am also disappointed in Apple for working with Phobio and being party to this deceptive strategy, and for both pretending I'm the first with this issue. Trade in elsewhere!
Product_Or_Service: Trade-in
Order_Number: XXXXXXXXXXX
Billing Adjustment I would like the original value $600 of the macbook pro honored as per the questionnaire on the Apple giveback program site.
Hi ***, thank you for sharing your experience. After reviewing your adjustment photo, it is clear that the anti-reflective coating of the display is wearing off, also known as delamination. The display would require replacement in order for us to offer the full value for this device. Your case was already escalated to a supervisor, and we explained the inspection results and the reason why the offer was adjusted. We are sorry that you had different expectations for your trade, and your device has been returned to you per your request. Thank you, Phobio Support.
(The consumer indicated he/she DID NOT accept the response from the business.)
Your representative told me it was not delimitation, and that it was worn. The questions you ask about the computer on your website say that a 'working' working display qualifies for the quoted values, and the information from Apple and your questions via Apple to not count wear and tear as 'damaged'. A $400 reduction based on providing different information when the computer is received than when it is shipped is a terrible policy and is deceptive and deceitful. I will continue to recommend that Apple partner with a more honest business for their giveback program. If you need an out-of-the-box display no one is going to have that on a 5-year old computer so you shouldn't mis-quote consumers and the Revdex.com should be informed that this is how you operate.
Hi ***, we understand your concern, however this is not a case of normal wear and tear, as it does not affect every MacBook computer. We apologize if you received conflicting information from Apple, but as this device cannot be resold for the full value without an entire display replacement, we are unable to offer the full value, as it clearly affects the functionality of the display. You have already spoken with a Support Supervisor and rejected your revised offer, so this trade is closed and the device has been returned to you. If you feel your device is deserving of a higher value, you are welcome to pursue other options of obtaining a value for your device. Thank you, Phobio Support.
I sold my mac computer to Phobio. After authorization payment was via a 3rd party to send an email gift card. I did not receive the email gift card to date. When I called the 3rd party they did not have my email address in their records so I was not scheduled to get paid. I called Phobio and was told that they made an error and my payment authorization was not sent to the 3rd party. They made the error, all they did was apologize, agree that I had a right to be angry but made no effort to send payment today. I would have to wait until the 3rd party processed the payment.
Account_Number: XXXXXXXXXXX
Delivery Delivery of payment today
Hi ***, thank you for sharing your experience. Our records indicate you spoke with two supervisors on our Support Team, at which point you disconnected the call. As we are unable to process hundreds of Apple Store Gift Cards per day, we do rely on our payment provider to process and distribute payments. Unfortunately there was a systematic error that caused a delay, and these rewards were not processed. We understand the severity of the situation, and since we do rely on this third-party, we are limited in our abilities to systematically resolve the matter ourselves. We immediately escalated the situation to our executive contacts and pushed for a resolution. Your Apple Store Gift Card was delivered to your inbox on 3/7 and was claimed by you that same day. We apologize for the delay and commit to improving the process to avoid a reoccurrence of this issue. Thank you, Phobio Support.
Like others on the page, I think that Phobio is interested in scamming consumers if they can. Apple does not seem to care either. I purchased a new Macbook Pro and traded in my 2014 Macbook Pro which had a trade in value of $570. It was in perfect working condition and had no problems whatsoever as described on the trade in page. I mailed the product in and then was told that they've revised the trade in value to $220 because the LCD was damaged. The LCD was not damaged when I shipped the device and it was in fact replaced by Apple just a year prior to me sending it in so it wasn't even the original screen from 2014. I have photos of the computer immediately prior to shipping the device which shows it was in appropriate condition based on the parameters of the program. I also waited on hold for almost an hour and haven't even been able to speak with anyone when I tried to call in.
Order_Number: WXXXXXXXXX
Billing Adjustment If my computer was damaged, it was damaged in shipment or at your facility. If it was damaged in shipment, and you need to take that up with FedEx since it was prepaid and make a claim with them, not take away money I am owed. I would like the $570 in value I was told I would receive for the computer.
Hi ***, thank you for sharing this experience with us. We do not have record of any phone calls to our support team regarding this trade, but we will look into this on our end and will be in touch shortly via the email address attached to the trade. Thank you, Phobio Support.
I bought a new iPhone XR from Apple and was offered a trade-in of $150 for my iPhone 6. Today I received an email stating that my phone has Physical Screen Damage. This phone was in excellent condition when I sent it in, so I don't know what Phobio has done to it over on their side. I have asked for it back. I noticed thousands of other folks are having similar issues. There is something going on with this company which clearly need to be addressed/investigated. Is Apple asleep ? They need to take notice of this company which is their partner and get some answers and clarify for us Phobio's trade-in process and clean this up before they start losing valuable customers.
Product_Or_Service: iPhone
Order_Number: WXXXXXXXXX
Billing Adjustment I was promised $150 for my iPhone 6 in perfect condition. This is what I expect.
Hi ***, thank you for sharing your experience. Our records indicate we identified a small crack in the lower, left-hand corner of your screen. To clarify, the value offered upfront is a quote, conditional upon verification of the information that is submitted on Apple's website. We do not have record of any communication from you to discuss the inspection results prior to your rejection of the offer on 2/25, so we can only speak to the condition of the device that we received. This would not appear to be transit-damage, as transit damage typically presents itself as a shattered screen, and not a small crack in the display. Likewise, our shipping materials are specifically designed to protect devices from this type of damage occurring on its way to us. At this time, your device is on it's way back to you, and FedEx indicates it is scheduled for delivery today, 3/4. To discuss your trade further, our Support Team is available at 1-800-353-9028. Thank you, Phobio Support.
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no crack when I sent it to them. It doesn't take much to create a crack in the corner, if handled improperly.
Hi ***, photos of devices are taken upon receipt of the package, so this is the condition the device was in when we received it. Devices remain in the box both before inspection and after, and because our inspection is software-based, there is very little handling of devices. The process is heavily monitored, so any potential damage at our facility would be reported and the initial value would be honored. At this time, your device has been returned back to you, per your request, in the same condition it was received by us. Thank you, Phobio Support.
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no crack on the device when I sent it to Phobio.
I sent in my 15 in MB Pro mid-2012 with their included packaging. The computer was reset and prepared/ packaged by me. I am a former Apple Genius and continue to work as an IT Technician and was thorough in my assessment of it before sending it in. The computer was not new and had some minor scratches but no damage to any component. I had just restored the OS on and know that it was in working condition. I have just moved on to another computer as my primary and wanted to get something for it instead of letting it sit, unused. I even left the 1 TB, upgraded HD in it rather than the 500 it came with. Today I get the updated trade in value dropped from $297 to $61. Now my computer apparently has a cracked display hinge cover (a $10 part). The computer was not damaged when I boxed it and hand delivered it to FedEx. I wish I had checked the Revdex.com complaints prior to sending this to them. I guess I was trusting Apple, but I guess I was wrong.
Product_Or_Service: Trade in
Order_Number: XXXXXXXXXXX
Account_Number: XXXXXXXXXXX
Other (requires explanation) I don't want anything from this company other than my computer back. I wouldn't want them attempting a repair because I feel like they caused the issue to begin with. I am able to fix what is broken (from what I can tell so far) for less than $10, so I don't trust them to do it. I will sell the computer my self. I just hope the next person doesn't go through the same thing I did. Base on what I see here this is common for them to damage what is send in and claim they are not responsible for it.
Hi ***, thank you for sharing your experience with us. Our records do indicate we inspected the device and identified a crack in the hinge cover on 2/25. As we did not receive any communications from you prior to your declining the revised offer on that same day, we can only speak to the condition of the device that we received. It may be true that the part itself is in-expensive, but the process of repairing the device is more labor-intensive, as it is the hinge that connects the top and bottom of the device. We do not make any repairs to devices ourselves, and they are re-homed in their current condition. This reduces the value of the device on the current market, resulting in your revised offer. FedEx indicates the device was returned back to you 3/1, per your request. Thank you, Phobio Support.
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to someone that same day. I declined the offer because there was not much to the discussion. I was told there is a crack and the offer is what it was. My option was to accept the low offer or decline so I declined. To say there was no communication before I declined is a lie.
Thank you for your response ***. Our records do indicate that your only time contacting our support team was on 2/25 where you chatted with a member of our online chat team to dispute the damage. In this chat you state, "just send it back to me", and "I'm not going to argue this". You were provided with the link to reject your offer and your device was returned to you as you requested. We have had no other contact with you and you have received your device as you have stated is your desired resolution. There is no further action that will be taken at this time. Best, Phobio Support.