Phobio Reviews (%countItem)
Phobio Rating
Address: 3100 Cumberland Blvd SE Suite 200, Atlanta, Georgia, United States, 30339-5940
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I purchased a new iPhone XR and traded my previous iPhone 7Plus through the Apple Give Back program. I followed all instructions provided with the shipping box and sent it to them on 1/4/19. On 1/10/19, I received an email saying they had not yet received my phone. I chatted with Apple on their website, and they told me that the trade had indeed been received the previous day (1/9/19). The representative went on to explain that it takes 7 Business Days for Phobio to process the trade in after they receive it, and then another two weeks for the refund to be processed. The rep said I would be contacted regarding the status of the refund within 7 days. I should have been contacted by 1/16/19 at the latest.
I heard nothing from them until today, 1/31/19, a full 22 days after they received my trade, when I received an email saying that they were revising the trade in value from $300 to $0 because "Operating System Unable to Load Properly". 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. I followed their preparation and shipping directions precisely.
I contacted Apple, who said they could not help me, as Phobio is a 3rd party. I finally made my way to someone there, and they were no help at all, not attempting to resolve the issue nor escalating it for additional help.
This is absolutely unacceptable. If there had been something wrong with the phone when they received it, it would not have taken over 3 weeks to determine. 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 is defective.
Product_Or_Service: Phone Trade In, Apple Give Back Program
Refund I want the promised $300 trade in value for the returned phone credited to my account, as promised. I held up my end of the contract, providing a phone in stellar condition in a timely fashion. I expect Phobio to hold of their end.
Hi ***,
Thank you for sharing your experience with us. Our records do indicate that your trade was revised due to the operating system not loading properly on the device. This doesn't necessarily mean your OS was not functioning, but it does indicate that some software issue was preventing us from erasing the device to the level required by Apple. As you can imagine, Apple takes the protection of your data very seriously.
Our security grade erasure software is designed to ensure the complete removal of your private information. Once the erasure is complete, the OS is automatically reloaded. If we are unsuccessful at erasing the device, the OS does not re-install, and we cannot offer a value for the device, as it must be returned to the customer or recycled. To put this in perspective, we inspect thousands of devices each day and less than 1.5% experience this issue.
You are correct that there was an extreme delay in processing your trade, and if this were brought to our attention during that pending period, we likely would have manually processed the trade, as it was outside our quoted time frame. Although the adjustment reason is valid, we do want to ensure you have a positive experience with Phobio, and we will be honoring the initial quote of $300.
Your device was already processed for return and is now on it's way back to you, so a supervisor will be in contact via email to provide you with a *** shipping label. This label can be applied to the outside of the box once your device is received back at your address, and once the device is in-transit back to our facility, we can contact Apple to begin processing your refund.
Thank you for allowing us the opportunity to review your trade and work toward a resolution. Please look for an email to arrive in your inbox shortly.
We recently purchased a phone through Apple and used their rebate on our old phone as part of the purchase. We turned in the phone in good faith. The phone was working fine (the battery was not very good) when we placed the phone in their return packaging. We were told it was worth 200.00 and that was why we purchased the new phone. Today they now tell me that they don't want to pay anything for the phone. Their excuse was as follows: The trade-in value changed because:
Operating System Unable to Load Properly
I do not know what they did to the phone while in their possession but this certainly smacks of deceptive practices on Phobio and Apple's part. I feel that they should honor the 200.00 estimate that they gave us. They should also admit that they damaged the phone since it left our home in working order. I have read other complaints about this company similar in nature...
Product_Or_Service: iPhone 6
Order_Number: WXXXXXXXXX
Refund Honor the 200.00 estimate as it was given in their quote. The phone worked fine and was returned on time and in working order as we agreed to do.
Hi ***,
Thank you for sharing your experience with us. The adjustment we identified does not necessarily mean your OS was not functioning, but it does indicate that some software issue was preventing us from erasing the device to the level required by Apple.
Our security grade erasure software is designed to ensure the complete removal of your private information. If we are unsuccessful in erasing the device utilizing this software, we cannot offer a value for the device, as it cannot be re-homed per our contract with Apple. These devices must be returned to the customer or responsibly recycled. To put this in perspective, we inspect thousands of devices each day and less than 1.5% experience this adjustment.
If you request the return of your phone, you will likely be able to reload the operating system manually. You can then pursue other options of trading in or selling your device to obtain a value, as other programs may not operate under the same strict guidelines.
If you do not take action on your offer by 2/14, your trade will automatically reject, and the device will be returned to you.
(The consumer indicated he/she DID NOT accept the response from the business.)
As soon as you plugged in your cable to the phone and applied your software to the phone you owned it. Your process took what was a working phone and according to your statement rendered it useless. You said you may be able to reload the operating software. Remember here that we sent you a working phone in good faith. You are now telling me that the phone is basically scrap and you are not willing to take any ownership of destroying what was a working phone. That is not acceptable. If your process has any chance of failure it should be stated as such before any transaction is agreed to. I feel that you need to offer restitution for damages. Be a stand up business here and do what is right.
Hi ***, our records show that one of our Support Supervisors sent an email to the address on file for this trade last week, 2/13. The revised offer was rejected by customer that same day, and the device is now processing for return. Return tracking information should be received in the next couple of days. Thank you, Phobio Support.
This case was never resolved. Phobio never revised their offer. They used deception to make it look like you needed to answer their question in order to move this case along. Their revised offer was zero dollars. Their original offer was also zero. I will make sure to mention to the many students I see to avoid your company and I will be sure to mention how deceptive your company is. I would be ashamed to work for such a dishonorable company.
Was told I could have a package sent back to me that was sent to them on accident. When I called, I was told that they could not do that. That I would be charged still from att for not sending my phone to the correct place the woman was very rude and said that she can not help me and that it was not there problem anymore
Delivery Send my phone back.
Thank you for reaching out to share your feedback regarding your experience. Our records indicate your device was successfully inspected and your payment was sent to Apple for processing on 1/29, the same day that we received our first contact from you.
As our customer service representative explained during your phone call, once the device is inspected and the payment is sent to Apple for processing, we are unable to stop and reverse this process. We apologize if there was any confusion regarding the terms of the trade-in program, but there is a transfer of ownership once the device is passed to our shipping partner, FedEx. Our system does not recognize whether or not a phone is still associated with a cellular plan, so it is up to the customer to either create a trade or return their device to their carrier when purchasing a new device.
We certainly understand the situation you are in and know it may be frustrating. In this case, your trade was successfully inspected and you will receive the full credit of $450, so you may be able to apply that toward the amount still owed to your service provider.
Thank you again for taking the time to share your experience with us.
Phobio Support
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this due to Apple being the one who is helping me out in this situation. The issue was mainly the lack of customer service and genuine concern from the employee.
Sent in perfectly MINT condition Iphone. Cleaned and spotless. Received the phone back as it would not load operating system? Worked great when sent in. Came back to me with a loose screen, sticky residue on the back of the phone and now it won't even boot. Nothing. Told me to go to an apple store. Went to a retailer and they said the software was not loaded properly and caused the phone to be useless.
Product_Or_Service: Trade In
Order_Number: XXXXXXX
Account_Number: WXXXXXXXXX
Billing Adjustment I would like the $150 offered to me when I was told to send in my device.
Thank you for sharing your experience with us, ***.
A member of our Support Staff has contacted you via email. Please respond at your convenience so we may resolve this matter for you.
Best,
Phobio Support
(The consumer indicated he/she DID NOT accept the response from the business.)
I have sent the photos as requested but have not had any response from Phobio.
We have contacted you via email. Please respond to your case manager so we can proceed with resolving your trade for you.
Thank you,
Phobio Support
I bought the new IPhone XR on 12/23/18 and requested to trade in my perfect condition iPhone 7 for $250. I sent the phone on 1/10/19, and it was recieved around 1/14/19. It took well over the 6-7 day estimate to inspect the phone, and they did I was told that my phone did not turn on. I did a factory reset on my phone and last saw it with the welcome screen. There was no damage to the phone whatsoever as I had a case on it the whole time. They offered me a whopping $0.00 for my phone expecting to just rob me of my phone. They had to have damaged my phone with them as it was fine before sending it. Every review on here is the same saying basically phobio had to break it. Im appalled that apple would go into business with a business that scams people consistently.
Product_Or_Service: Trade in for credit to payment method on new iphon
Order_Number: XXXXXXXXXXX
Finish the job I would like the original trade in offer to be honored. My phone met the criteria of all the questions asked and I would like my $250
We appreciate you taking the time to share your trade-in experience, ***.
A member of our Support Staff will reach out to you via email.
Thank you,
Phobio Support
To whom it may concern: This company appears to be a scam. I traded my phone in through Apple. I find it very disappointing that Apple associates themselves with this company. This company promised a trade in value of $150 for my iPhone 6 as long as the button worked, the screen was not damage and it functioned. I received a box from what I thought was Apple but was really Phobio to send my phone. I used exact packaging. My phone met all requirements upon sending including no damage to the screen. However, I received an email stating upon arrival my phone had obvious physical damage. Immediately I knew this was false. I called Apple which I thought was the one giving me the trade in value but in fact it is Phobio. I called Phobio and let them know my phone was not damaged when sent and I wanted a photo. They sent a photo which was obviously not my phone of a very tiny crack in a corner. I emailed this company to make them aware this was not my phone in the photo and that they needed to provide full refund. They never responded. Interestingly, one of my immediate family members had the exact same thing happen to him. He knew it had to be a scam but didn't have time to Write Revdex.com like I do and accepted his bogus low offer from Phobio. I believe Phobio owes a lot of people money. They need to be fully investigated and to STOP scamming people. Please someone put a stop to this company.
Order_Number: WXXXXXXXXX
Refund I would like my promised trade in value of $150 NOT $50!!!!!
Good morning, ***.
We have reviewed your trade and it looks like our Support staff has resolved this matter for you. At this time, you have received email communication from Phobio confirming you will receive the quote of $150.00.
We are happy to see our Support Staff was able tor resolve this for you.
Thank you for sharing your experience,
Phobio Support
(The consumer indicated he/she ACCEPTED the response from the business.)
I am glad they are living up to their initial agreement of $150. However, I am frustrated I had to spend time writing to get what should of been given in the first place.
Apple uses Phobio for their "Apple Gives Back" program. Apple provided an online valuation, assuming there is no warping or damage to housing and the product is functioning properly. I sent in a 13" MacBook Air Core i7 1.7GHz 13" (Early 2014) 256GB SSD with an initial trade-in value of $295.00. I followed the steps to wipe the device and everything appeared in working condition. The company came back with a revised offer of $105 due to: "Display is Not Functioning Properly (Lines, Flicker, Pixel Damage)".
I contacted customer support was shown a photo of a dirty screen and a spot that looked like someone had grabbed it by the screen. I sent a clean and functional computer that in the store was told had a trade in value of $295.00, seems as others have had the same issue with unprovable damage and a "take or leave it attitude."
Product_Or_Service: WXXXXXXXXX
Order_Number: WXXXXXXXXX
Other (requires explanation) Would like the initial trade-in value of $295 honored.
Thank you for sharing your trade concerns with us, ***.
A member of our Support Staff has contacted you via email.
Thank you,
Phobio Support
I sent in my Iphone through Apple trade in program with a promise of trade in. When sent, the phone was in a very good condition. I have pictures of the phone before sending it to Phobio and it shows no damage to the screen. Note that I took these pictures on the cardboard that Phobio provided for packaging the phone. Later, Phobio determined my phone has issues and offered no value. I did not agree with this assessment, and I requested Phobio to return my phone. When I received my phone, I see that screen has a crack in the area close to volume buttons, and as a result a black spot is on the top left corner when I turn on the phone. /
I contacted the Phobio and explained the issue in detail, and attached pictures from before sending to Phobio and after the damage to the screen. A supervisor, Derek M., returned my email. The answer was a generic answer without a detail response to my compliant. Also, the email said that a picture was attached, but no file was in attachment. I responded to that email and explained the issue again, and interestingly, the answer was that he did not know that I already received my phone back
(This shows that he did not read my first email) and he responded that they will not do anything about this. I sent my third email and mentioned that Phobio has damaged my phone and need to repair it. But I never received a response. I called later on and after 30 minutes of being on hold, the call was dropped without even one person talking to me.
Obviously, Phobio has damaged my phone during their inspection process. Hereby I present my complainant and I expect Phobio to make this right by fixing the screen of my phone.
Repair Either Phobio fixes the screen of my device or provide a similar make and model device. My phone is iphone 6, silver, 64GB.
Thank you for taking the time to share your experience, ***.
We see from your communication with the Support Supervisor Phobio has agreed to pay the full original quote amount to you.
Please let us know if you need any additional assistance.
Best,
Phobio Support
Outright scam of a company. Have pictures and video of perfect phone being put into their box, as I'd read all the complaints here, on Macrumors and on Reddit. They claim irredeemably damaged in a way that photos and video 100% prove to not be true. If it's broken now, they broke it.
And spent 6 hours on phone with Phobio and Apple trying to just get the phone back. Phobio says call Apple. Apple said call Phobio. Apple website does not work to reject a lowball offer (gives a redirect error, which Apple and Phobio both say is a known issue). Only after I posted on twitter did Phobio say they'd try to work with apple to get device returned.
Anyone who may come across this: Please *** company before using. This is Apple's Trade Up division/partner. Also read on *** and similar from employees who, to a person, say they were instructed to be dishonest to meet metrics.
I have still not received confirmation the device will be returned, as promised.
Refund Just want my property back, even though they seem to have damaged it.
Thank you for sharing your experience with us, ***.
A member of our Support Staff has reached out to you via email. Please respond at your convenience so we may address your concerns and hopefully resolve this for you as soon as possible.
Best,
Phobio Support
If it were possible to leave no stars I would have done so .
I sent a working macbook pro 500gb to phobio .
I received an email one week later to say that there was physical damage to the frame of the computer .
There was no damage to the laptop when it left my house .
I had sent it in the package provided by the company and double checked it to ensure its safety .
The offer was reduced from $150 to $ 30 .
I had been concerned because of the lag time in receiving service during which time I did some due diligence and found this is absolutely part of their M.O.
I have yet to read a review lauding the efforts of phobio .
I did call them today and upon gaining no help or satisfaction - ended the frustrating conversation.
I had asked customer service to return the computer only to be told that the request had to be made electronically which I have since done .
I am still shocked and surprised that a company directly connected to Apple to provide such service behaves in such a fraudulent manor ....
dreadful dreadful service ........
Thank you for sharing your experience with us, ***.
Upon arrival, we inspected the shipping kit for potential transit damage and did not find any. Additionally, our shipping partner denied potential transit damage. During the inspection, we discovered the damage to the housing of your device. We understand this process has not gone as expected. We do not enjoy giving customers news that their offer has changed, however, we are responsible for inspecting each device we receive and notifying the customer if the reported condition does not match what we receive at our inspection facility.
We also apologize you feel our representative was not helpful. As it turns out, return requests must me made online at the request of the customer and our Support Staff is unable to do so on a customer's behalf.
Thank you for your time,
Phobio Support
I received my returned macbook today via *** .
It shows no signs of the wear and tear as implied above .....
Dreadful company and customer service - could not and would not recommend to anyone .
Hi ***, we are glad to hear you received your device back, and that you did not find the damage identified to be significant. Best, Phobio Support
I sent in my MacBook Pro that had normal wear and tear as well as a small crack in the hinge. I was quoted $230 for my trade in. I was contacted by the company and informed my trade in value had been updated to $45 due to significant damage. As I reviewed the photos they were referencing I saw that the outside of the screen was severely bent. This was not the case when I sent it in. They informed me that there was not much that they could do unless I had pictures of my computer prior to sending it in. I have seen many other people have this issue and am very disappointed. At this point I can't even have them return it and sell it independently to someone because of the severe damage that was caused.
Product_Or_Service: Apple MacBook Pro XXXX XX"
Order_Number: XXXXXXXXXXX
Refund I would like to be awarded my original quote prior to the damage done to my computer, either in transit or by the company.
Thank you for sharing your experience with us, ***.
After reviewing your trade, we see you spoke with a Support representative who has resolved this for you and made sure you will receive the original quote of $230.00.
If you need additional assistance, please let us know.
Best
Phobio, LLC is used by Apple computer to process the rebate for recycling and issuing a rebate for old laptop computers. Apple's web page quotes a specific value for the device I wished to return for rebate as $160 assuming that the device was in good condition. It was. I used the online forms and received an email with instructions on how to order a return mail package. I received the package and instructions, which I followed. The packaging looked pretty secure and I thought it would be safe to mail it. Phobio received the device and sent me an email with a revised quote for rebate value of $30 and a photo of the corner of the laptop with a big dent. That dent was not there when I mailed it. So either the dent occurred in the mail, at their shop, or the photo is a of a completely different computer with a dent. They give the choice of 1) accepting the offer of $30 or 2) sending the device back to me. I supposed most people will take the $30 since they'll just have to throw the device in the e-trash if they get it back.
Product_Or_Service: Rebate on old Apple laptop
Other (requires explanation) I'm not holding out much hope of getting the $160. Just though people should know this can happen if they send their laptop to Phobio.
Thank you for sharing your experience with us, Mr..
We have reviewed your trade and a member of our Support Staff will be in touch with you via email soon.
Best,
Phobio Support
I participated in the Apple give back program. Sent in 3 perfectly working and non-broken or scratched iPhones to be traded in. All 3 phones have always been in a case with a glass screen protector. I gave my adult children new phones for Christmas. I inspected each of their phones before packaging to make sure of NO damage. Two of the phones went thru no problem. The one phone they offered a $100 less for. Sent an email saying "OBVIOUS" screen damage. I asked them to send me a picture because being the honest consumer that I know I am knew there was NO "OBVIOUS" screen damage. They sent me a picture that was highly zoomed in then stated that it was "NOT SIGNIFICANT" but noticeable. I then asked for a picture that was normal to the naked eye. NOT highly zoomed in as I can make a hangnail look like a 6" deep cut if I wanted to. Of course, they had no normal picture. Again they stated it WAS NOT SIGNIFICANT.
I would like to know in which of the emails is PHOBIO stating the truth? The one they tell me it is "OBVIOUS" or "NOT SIGNIFICANT".
They are offering to send the phone back but honestly I am scared to get it back, afraid it will not be in the great condition I sent it in.
Other (requires explanation) I would like the full $150 trade-in value.
Thank you for sharing your experience with us, ***.
After reviewing your account, I see a member of our Support Staff has already resolved this for you.
If we can assist you with anything else, please let is know.
Thank you,
Phobio Support
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, I have been assisted. Still waiting for correct amount to be credited to my account. Still receiving emails stating only $50.
Hi ***,
We are sorry to hear that you have not received the proper amount of payment for your trade. Making sure that you receive your payment is of the upmost importance to our company. The case manager for your trade will be following up with you within the next 2 business days.
Thank you,
Phobio Support
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for responding and following up. As of today, I still see no credit for $150 just to let you know.
I sent in my Macbook as part of the Apple trade-in program. The original quote I received was $285; based on this quote, I sent in my laptop.
After Phobio received the device, they claimed that the screen was damaged; however, when I packaged and sent in the laptop, it was in very good condition. The packing box provided by Phobio was very thin and flimsy, and the damage must have occurred during transit or handling at the Phobio facility.
Phobio now offers a substantially lower update quote ($105) or to send the device back. None of these options are acceptable as the device is now in worse condition than previously (so I don't want it back in this condition). This process is outrageous as Phobio puts customers in a position to accept their ridiculously low offer or to take back a device which has suffered in the process.
I contacted Phobio, but they claim the damage must have pre-existed, and they did not offer any solution.
Billing Adjustment Honor the original quote of $285 for the device.
Thank you for sharing your experience with us, ***.
We have contacted you via email. Please respond directly to that email with additional questions or concerns.
Best,
Phobio Support
We sent in a 13" MacBook Pro Core i7 2.9GHz (Mid 2012) 750GB with an initial trade-in value of $230.00. We followed the steps to wipe the device and everything appeared in working condition. The company came back with a revised offer of $45 due to: "Display is Not Functioning Properly (Lines, Flicker, Pixel Damage)".
Product_Or_Service: MacBook Pro Core i7 2.9GHz 13" (Mid XXXX) XXX
Order_Number: WXXXXXXXXX
Other (requires explanation) Would like the initial trade-in value of $230 honored.
Thank you for taking the time to share your experience with us, ***.
We believe we have resolved your trade concerns and we want to thank you for taking the time to speak with us. As mentioned before, please let us know fi we can be of any assistance.
Best,
Phobio Support
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a call from Phobio support that they received my complaint and reviewed my case. They agreed an inspection error had occurred. They have agreed to amend the value back to the original amount quoted of $230.00. I appreciate the professionalism and customer service on behalf of Phobio the second time around.
I am a longtime Apple customer and have owned and sold many Apple computers through their recycling program. They do not accept MacBooks in-store and direct you to this company, Phobio LLC.
I answered all Phobio's questions about the condition of my computer honestly. It is a three year old computer that has been used exclusively in my home. I received an estimate of $490. This computer was in excellent condition. Before I recycled it I cleaned the screen and case with an electronic cleaning cloth.
I packed the computer using the box and instructions provided by Phobio and sent it with the label provided via FedEx.
Today I received an email saying that my computer was "damaged" and sent a tiny picture of a computer screen with smeary fingerprints all over it. The email said that my quote was now $170.
I was completely shocked and immediately Googled this company, which has numerous Revdex.com complaints filed against it by people who, like me, say that they sent in a device in good condition and were then told that their device was mysteriously damaged. I wish I had never sent my computer to them. They have offered to return it and I would happily take it back in the condition in which I sent it. (I seriously wonder if the photo they sent was even of my computer, which was very clean.)
This is beyond upsetting and I intend to find out what happened to my computer and who is responsible. If it was damaged by FedEx then I am sure that an insurance claim can be filed.
Order_Number: XXXXXXXXXXX
Account_Number: XXXXXXXXXXX
Other (requires explanation) I want my quote to be honored. I described my computer honestly, packed it with their materials and directions, and shipped it with their chosen carrier. If that is not possible, I want my computer returned in its original condition. If Phobio continues to claim my computer is "damaged," I want a video of the damage showing the computer's serial number, a description of the damage, and photos of the shipping box. I want them to file a complaint with FedEx if the computer was damaged in transit
Thank you for sharing your experience with us, ***.
A member of our Support Staff has reached out to you and is waiting to hear back from you to resolve this matter.
Thank you again,
Phobio Support
(The consumer indicated he/she ACCEPTED the response from the business.)
According to Phobio, a little of the anti-reflective coating on my computer display has started to wear off. This wear was only visible through some high-tech means. That is why my quote of $490 suddenly became $170. I asked for my computer back and then had to take it to Apple, who has agreed to replace the display free of charge (as this is a known issue of MacBooks of that time, though this issue was not known to me.)
If this is how recycling works, count me out. This process has been needlessly annoying and frustrating. If Phobio is Apple's recycling partner, I'm really not sure why my computer has to be mailed back and forth and back again in order to be recycled.
Once I lodged this complaint I did hear promptly from Phobio. I consider my business with Phobio resolved. That said, I am not eager to deal with Phobio again and will probably just sell my computer on my own rather than mail it to them and worry that they will tell me something else is wrong with it.
I particated in the Apple iPhone trade-in program. Sent in an almost perfect iPhone 7+ and was supposed to get $300 trade-in. Phobio reduced that to $100. When I called they raised it to $200. I think this is their business model hoping you will just take their low-ball offer to avoid the hassle. I can't believe a reputable company like Apple would partner with a bait and switch outfit like Phobio.
L. ***
Product_Or_Service: iPhone trade-in
Order_Number: WXXXXXXXXX
Billing Adjustment I would like the $300 trade-in as promised when I purchased my new phone.
Thank you for taking the time to share your experience with us, ***.
We understand this is not the outcome you were hoping for.
Upon arrival, we inspected the device in question and a crack in the upper corner of the device was discovered. While the crack was minor, it does affect the value we are able to offer for the device. We do see in our system that the offer was rejected and the device will arrive back to you shortly.
We do apologize if it sounded as though our representative was changing the offer, he was explaining the pricing for your device with the promotion associated with that phone at the time the trade was completed.
We understand this is not the outcome you hoped for. Your device will be returned to you as requested. Thank you for taking the time to share your experience, ***.
Best, Phobio Support
I decided to upgrade my iPhone on an off from apple. I had an iPhone 6 that I was using as a trade in in perfect condition that I had used as a work phone on a Verizon plan and no longer used. I was quoted $150 trade in value, followed the instructions and reset the phone to factory and sent it in. After the week 'inspection? time I was offered a revised value of $0.00 as the operating system wouldn't work. It was working just fine when I sent it in and now suddenly the operating system doesn't work? I find that very difficult to believe. Apparently I should have takes pictures of my fully functioning and in perfect condition phone before I sent it in or taken the time to bring to the Apple store . I guess I will take me phone back and never trust phobio. What a rip off, I'm really shocked that a reputable company like Apple would partner with such a dishonest company like Phobio.
Product_Or_Service: Trade in
Order_Number: WXXXXXXXXX
Billing Adjustment I would like the originally quoted trade in value of my phone.
Thank you for sharing your experience with us, ***.
We understand your iPhone trade-in has not gone as expected.
We are able to verify your trade was revised due to the operating system not loading properly on the device. It looks like we were unable to properly erase your device upon arrival. A small percentage of devices we inspect experience OS failure, and it is not uncommon that a device was successfully erased prior to OS failure during inspection. We understand that you erased your device prior to shipment, but we still run our standardized inspection software on each device upon receipt to ensure that it can be erased. If we are unable to do that properly, we attempt to restore the phone with alternate software. At that point, If we are still unsuccessful at erasing the device, the device must be returned to the customer or recycled.
We do understand your frustration with this, and we hope you understand we were hoping for a different outcome as well.
Thank you,
Phobio Support
I recently updated my Apple laptop with a new one, and was offered $130 (calculated by my completion of their online form about age and condition of the old computer) as an Apple store gift card in exchange for my 2011 used laptop. They sent me a packing box which looked adequately protective, and I submitted the used computer, which Phobio received.
I received a post- inspection note saying that the value of my computer had been downgraded from $130 to $20 because of a damaged hinge on the back of the computer, along with a photo of a hinge that appeared to have been smashed or struck. This computer was fully operating and had no damage to the case when I packed and submitted it. I was then offered the choice of a $20 credit or return of my now damaged computer.
I accepted the $20 in order to recycle my old, now damaged, computer which I have no use for. Since the packing box and materials looked adequate to me, this computer either sustained unusual damage in shipping, or something dishonest occurred at the business tasked with evaluating and testing it. I suspect the latter, since reviews suggest that many other customers have shared my experience.
Store Credit I would like Apple store credit to be issued at the originally agreed on amount of $130 since I submitted a computer in the condition originally described.
Hello ***.
Thank you for taking the time to share your experience with us.
A member of our Support staff has contacted you via email. Please let us know if you have any additional questions or concerns.
Thank you,
Phobio Support
(The consumer indicated he/she ACCEPTED the response from the business.)
Business agreed to honor original agreement.
My review is extremely similar to the others. Sent in a perfectly functioning, well taken care of MacBook Pro only because I purchased a new machine. My 300+ dollar estimate was reduced to $120 due to a "delaminated screen". There is no way that the computer I sent in was the one that was reported in the picture attached to my response from Phobio. In fact, the picture did not even show a de-laminated screen- it showed a completely broken screen.It was so dark, it was impossible to even tell that the computer was a MacBook. I see a complete scam here, and Apple should discontinue service with Phobio. I have called twice and explained the situation, and they will not do anything. The second time they said they would have a manager contact me, which is yet to happen. I will be steering well away from Phobio in the future.
Thank you for sharing your experience with us, ***.
We have verified with our inspection facility the screen on the device in question is delaminated and does not show any signs of being shattered. As mentioned to you by our Support Staff, the display does still function, however, there is clear evidence of de-lamination. I see from your account notes that one of our Supervisors offered you a resolution of resubmission after the delaminated screen is repaired. Please reach out to your case manager with additional questions or concerns.
Thank you again,
Phobio Support
Although I cannot prove my display is not delaminated, my service representative has claimed in writing that Apple will repair the display that is claimed broken for no charge. A senior account specialist at Apple is currently in contact with Phobio directly as this is not the case. Assuming any form of delamination is present. While I will not be using Phobio in the future, I Recommend fully documenting any device trades with detailed pictures prior to sending to any service.
Thank you for the additional information and for your recommendation, ***.