Phobio

It certainly seems like after reading all the reviews, I have experienced the exact same issue.

I bought the new IPhoneXR on 2/3/19 and accepted the trade-in for my perfect condition iPhone 7 for $250. I sent the iPhone7 as soon as I received the box on 2/12/19, Fedex confirmed delivery on 2/18/2019. I received a message on 2/21/19 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. I have completed the same process and procedure in wiping the phone and disabling FindMyIphone with two previous phones before via *** which accepted the phone at the same value of the proposed value. There was no damage to the phone whatsoever, I had a case on it the whole time. The phone was working perfectly.

I talked to Phobio at length and the rep Ivy said was there's "an operating system issue but cannot give a specific issue. You can get the phone back and have Apple troubleshoot it but we can't accept it back the second time, you'll have to go to Brightstar." Well, I looked up Brightstar who had even worse reviews for scamming people with this. This is robbery and a scam. Every review online and on Revdex.com is the same. I can't believe Apple would associate themselves with these kinds of businesses. If it weren't for the trade-in I wouldn't have bought an XR. If the trade-in value wasn't higher at $250 vs ***'s $175 I would have gone back to ***. For Apple to force us customers to be in business with a company that scams people consistently is NOT OKAY. My Order_Number was: W XXX XXXXXX.
Order_Number: WXXXXXXXXX

Me and my wife sent in a fully functional working 2014 IMac computer for trade in for apples trade in process. Followed all of the steps correctly including putting in the serial number for the computer and all of the follow up questions on specs. Was given a quote of $540. When they received the computer they stated it was broken and reduced the quote to $65. We never accepted the new quote which they stated was done and has now shut off all communication with us.

I purchased a new iPhone XS Max and traded in my Samsung Galaxy Note 9 valued at $450 through the Apple Give Back program. This phone was in perfect working and cosmetic condition when I sent it to them, as I had used it up until I purchased the new phone. About 2 weeks after sending in my trade I received and email from Phobio stating that my trade in value had been changed from $450 dollars down to $135 dollars due to the LCD screen being damaged during the shipping process. The LCD screen was in perfect working condition when it left my sight. 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 was completely destroyed the front glass and LCD has been smashed in multiple areas, the top corner of the device has been smashed on something metal or concrete and the back is scratched in such a way it looks like it was drug across a coarse metal surface. I have contacted the company 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 trade in company. I have read complaint after complaint on the Revdex.com site of similar issues. This is dishonest business practices to cheat customers out of the trade-in value they were promised, claiming their phone was damaged during shipping. Product_Or_Service: Phone Trade In, Apple Give Back Program.
Order_Number: WXXXXXXXXX

I purchased a new iPhone XR and traded in my previous iPhone 6S through the Apple Give Back program. I followed all instructions provided with the shipping box and sent it to them. About 14 days later I received an e-mail on Feb-20-2019 saying that my original trade-in value of $200 is now $0 because of 'Data Erasure Issue'. I contacted apple and they told me I would have to contact Phobio, their trade-in partner. I called Phobio and they told me that it appeared that I had done everything right but that their erasing software would not work on my phone. My phone was in perfect working and cosmetic condition when I sent it to Phobio, as I had used it up until I purchased the new phone. I followed apple's preparation and shipping directions precisely. I was instructed by Phobio to request that the phone be returned to me and to take it to the apple store where they could possibly honor the $200 trade-in value. The only problem with this is that the nearest apple store is about 2 hours away from where I live. This would mean that I would have to take an entire day out of work and school to travel down to the apple store and possibly get my original trade-in value. I decided to call apple again and discuss this with them. They again transferred me to Phobio where I was told the same thing. I feel that this whole trade-in thing is a scam and Apple and Phobio just keep giving me the runaround until I give up.
Product_Or_Service: iPhone XR
Order_Number: WXXXXXXXXX

Circumstances changed and preferred to cancel the trade-in. An email was sent and promptly answered. The trade-in canceled without questions.

It appears that the Phobio service offered by Apple may be a scam. I provided a perfectly fine, unscathed iMac desktop computer through the trade-in program. Phobio claims that the product is damaged - which could only have occurred through the Phobio-provided packaging or Phobio's removal of the product. Incredibly, Phobio would now like to keep the product without providing any compensation or honoring the terms of the refund. I should have read the other numerous complaints online about Phobio before trusting either Apple or Phobio with this process. Phobio should return the product to me along with compensation for the damage that has been caused.
Order_Number: XXXXXXXXXXX

I had a prompt and courteous response from Matthew which resulted in my complete satisfaction with my Apple iPhone trade-in. Thank You.

My nightmare with this company began on 1/7/19. I filled out the info online to trade-in my old mac book. When I typed in the serial number it automatically populated that it was a 2011 and that also matched my records. I also had a power cord. Trade-in was $115.00. I shipped it back in the box that they provided, which I might add had like an oil stain on one side. On 1/23/19 I received an email that Phobio that they received my device. On 1/25/19 I was notified that my device value changed from $115 to $0. They said the housing was cracked and sent a photo. I had NO damage whatsoever when I shipped this device, it was in perfect condition, inside and out. They are also saying that it is a 2007 and they do not even support trade in's that far back. Then why did their system say it was a 2011 when I put in the serial number. I also have my receipt from apple showing I purchased it in 2011. In any case, I want my device and power cord shipped back to me and I filled out the appropriate form online to request this. To this day 2/15/19, I still have not received my device and power cord back and no one knows where it is! I have made several attempts to call and no one will call me back or tell my where my device is!!

I think that Phobio, LLC is great! Their Customer Service folks were helpful, reliable and I got FAST answers. I plan on referring them to anyone else who may have a Mac to trade. They answered all questions and were friendly plus efficient on the phone.
*** Santa Fe, NM

On 1/20/2019 I got a quote from Phobio for my 2012 MacBook Pro for $150. The computer had a hard shell outside case with a keyboard protector. I took pictures of the computer days before because I was considering selling it on Craigslist for more money, but thought I'd save myself the hassle and go through Apple's buyback company Phobio. Boy was I wrong! I shipped the computer in the package material which Phobio had sent me. I was notified my device arrived on 2/1/2019. Then I received an email that my refund quote had changed to $50 due to damage. A picture was attached with significant physical damage to the computer, which was not there prior to shipping and I find hard to believe happened during shipping. I contacted Phobio's customer support to address my concern. Customer support referred me to email them photos of the computer prior to shipping (good thing I had just taken photos for Craigslist, right'). I emailed the photos and received a generic 'we'll get back to you in 1-2 days? email. Then 4 days later never heard from them. I emailed them asking for an update then received another generic email with 'this is your quote, take it or leave it? message from the same 'customer support? guy - Jeremy T. I am now reading numerous complaints of the exact same situation. This is a scam and shame on Apple for partnering with this company.
Order_Number: XXXXXXXXXXX

I followed the necessary steps to trade in my Apple MacBook Pro Core i7 2.3 GHz 15" Retina (Mid 2012) 256GB SSD through the Apple GiveBack program provided through their third party partner, Phobio, and was quoted a value of $369. I sent them a perfectly working computer with no issues, but much to my chagrin (but not my surprise after reading all these negative reviews) I got an email this morning saying my device's value has been updated. It was reduced from $369 to $72 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."

A tiny picture of my screen was included in the body of the email and it looked like there may have been a finger print smudge on it. The screen wasn't even turned on in the photo so I'm not exactly sure what exactly they took issue with. I took photos of my computer before I sent it off, both with the screen on and off. I cleaned it thoroughly. There were no smudges, and zero functional damages to the screen. I took numerous photos from several angles while my computer sat in the phobia return package for reference just before shipping it off as I was nearly certain I would fall victim to their scam along with so many others I have read here.

I immediately declined their joke of an offer and will be expecting my laptop back post haste, and I certainly hope I receive it in the same condition I sent it off in. I strongly recommend that nobody use this (dis)service. You would be far better off gifting your device to a loved one or selling it through another vendor.
Account_Number: XXXXXXXXXXX

I was assigned To Dee after a very frustrating tun around between Phobio and Apple. She is the nicest, most competent person I have ever dealt with at either company. Kudos to her!

Pretty sure this company is a scam. I sent them my iPhone to trade it in return for $200 back. They said they couldn't accept my device and it would be returned to me. I asked them to send it to a fed ex center as I am not home during the day hours to sign for it. They said 'too late it's been shipped. You have to wait until they attempt 3 times then it gets sent back to us then you will get an email and can change preferences? well that happens and I changed my preference to hold it at a fedex facility and THEY STILL TRIED TO SEND IT TO MY HOUSE! Customer service is absolutely horrible and nobody knows what's going on. I told them I want my phone back ASAP and they are giving me the run around. This company needs to be shut down IMMEDIATELY for fraud.
Product_Or_Service: Apple phone trade in
Order_Number: Refer received
Account_Number: Refer received

I recently sent in my fully-functioning Macbook pro for trade in and the quoted price was $475. I made sure to clear the hard drive and reinstall a clean, functioning copy of mac OS prior to sending it off, as described on their website. When it left my care it was 100% operational and the only reason I was trading it in was because I never use it anymore. I even included my extra charger for them to resell/refurbish for free.

A week after they received my laptop I received an email stating that my quote had been lowered to $165 because the OS is not loading correctly. I immediately contacted their customer support to raise my concerns and they have not been the least bit helpful. My most recent email I received from them was clearly a copy and paste from a template as it mentioned my "phone" instead of laptop. Clearly they do not value their customers and refuse to give me the benefit of the doubt.

I feel like I have gone from having the option of a fully-functioning laptop or $475, to a non-functioning laptop or $165 and there is noone to blame except Phobio. It makes me concerned that this is how they run their business - by giving high quote prices to get electronics sent in and then claiming there are issues with it to reduce the price by 65% and hoping the old owners are too lazy to get you to send it back. From what I have read elsewhere on the Revdex.com website, it sounds like I am not the first one to have this issue with Phobio.

I was expecting more from an Apple-approved trade in partner and feel as if I have been robbed of $300.
Product_Or_Service: Laptop Trade-in
Order_Number:

I used Apple's trade in partner Phobio, and they sent me an evaluation for my computer, then told me it was broken when they received it and sent me a picture. They told me if I can provide a picture of the computer before, they will honor it. I sent them a picture I took the day before I sent it (I actually sent them three), and they still would not honor their original value. Now they are sending back a damaged computer.
Product_Or_Service: Apple Give Back macbook pro
Order_Number: XXXXXXXXXXX
Account_Number: XXXXXXXXXXX

Sent a fully functional iphone 6s (Apple trade-in program) to Phobio as instructed by Apple. The phone was uploaded to icloud, erased and reset to factory setting (icloud has a full record of that) before mailing out. The phone was packed in the original iphone case then placed in the box sent by Phobio. About 2 weeks later was informed by Phobio that "Operating System Unable to Load Properly" and the value of the phone is 0 instead of $200. I rejected the 0 value offer and wanted my phone back. The phone came back completely dead. Cannot turn on or be charged. How did it go from unable to load operating system (implying that phone at least turned on) to completely dead? Upon a careful examination I found that there is a deep scratch on the glass near one corner. I have a glass protector all the time and removed it right before sending out so I could clean up the dirt around the protector. All these just seem rather peculiar. Quickly googled Phobio Trade-in and found that I was not the only one that had such a story. Apple should really investigate this "partner"; seems to me another scandal brewing.
Product_Or_Service: iphone
Order_Number: WXXXXXXXXX
Account_Number: na

I want to deeply thank your employee Jahmari for an outstanding job! I have spent excessive time with a company called ***, and they referred me to you company Phobio.

Jahmari is truly the bright star of your company, as he figured out how to input my serial number from my ipad. I had talked previously to Kesha, Jessica, and Dave all who could not complete this task. Please see that Jahmari gets the recognition that he deserves. You are very fortunate to have Jahmari as an employee with your company.
THANK YOU JAHMARI!!!

Sincerly

I participated in Apple's Trade-in program when purchasing my new iPhone XS. I sent a perfectly functional Apple iPhone 6S-PLUS, performing all of the required procedures for clearing the phone and resetting to factory settings. This phone looked like new - perfect screen, complete operations. I verified the phone after I resetting to factory settings. My expectation: that I was going to receive a $250 refund for the trade-in.
When I purchased the iPhone XS, Apple's only criteria was that my old iPhone 6S-PLUS turned ON, and that the screen was not cracked - both applicable to my phone - plus it was in excellent working condition.
I called Apple on February 2 upon learning that a "trading partner" revalued my trade-in from $250 to $0.
Over the last five days I've been in contact daily with several Apple representatives, the latest being Neil H (nk***@apple.com), who has tried to help to resolve this value discrepancy, but to no avail.
Tonight, 2/7, 6:06PM PST, I called Phobio (800-353-9028), to see if I could resolve this directly with them. "Ivy" from Phobio informed me that her records indicated on 2/4, I had "Accepted" their offer of $0.00 trade-in value, and that now my old phone could no longer be shipped back to me. This is unequivocally FALSE. I NEVER Accepted their offer, nor have I had any contact with Phobio other than to inquire about the change in value since February 2. In fact, here's the latest note from Apple's website (today):
Apple GiveBack
Please review your new trade-in value.
This is just a reminder that our partner has verified the condition of your device and the trade-in value was revised.
You have 7 days to accept the new trade-in value. If we don't hear from you within 7 days, the trade-in will be canceled, and we will return your device.
Your Device:
iPhone 6s Plus
Serial/IMEI: ***
Estimated Trade-in Refund:
$250.00
Revised Trade-in Refund:
$0.00
The trade-in value changed because:
Operating System Unable to Load Properly
This is unethical behavior.
Product_Or_Service: Trade-in: iPhone 6S-PLUS for $250 refund
Order_Number: Apple Order ID:

Matt was extremely professional, helpful and pleasant in trouble shooting the issue and doing what was fair and ethical.

I purchased a new 2019 MacBook Pro from Apple. Apple offered me a trade in via a trade in partner, for my 2014 MacBook Pro. Based on the characteristics of the 2014 MacBook Pro, I was quoted a trade in value of $730 via an online quote. Apple sent me a packing box to send the 2014 MacBook in via fedex. Apparently, the trade in partner Apple uses is Phobio. Upon receipt by Phobio, Phobio reduced the trade in value to $255, due to "bent housing." Phobio sent me a picture of a computer where the outer casing is completely bent and the laptop does not close symmetrically. The picture sent by Phobio does not accurately depict the condition of my laptop at the time I sent it for trade in. The housing on my Macbook was not bent at all when I sent it. At the end of December 2018, I took my 2014 Macbook into the apple store where they made notes of the condition of the Macbook and indicated for trade in. They indicated that I could note that it was in good condition when I traded it in. There was no indication by Apple that there was bent housing. Upon learning that Phobio claimed there was bent housing, I contacted the Apple store and asked if the Macbook had bent housing if that would have been noted specifically, and they said yes. The person at the Apple store specifically noted that he remembered the housing was not bent. In summary, Phobio damaged my laptop and it is in a different condition than it was in when I sent it.