Phobio Reviews (%countItem)
Phobio Rating
Address: 3100 Cumberland Blvd SE Suite 200, Atlanta, Georgia, United States, 30339-5940
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Phobio decided to lower my Mac trade in value from $200 to $35. They sent me a hazy picture of some start up window from a computer that wasn't even mine. I believe this company is misleading consumers.
Product_Or_Service: Mac Computer Trade In
Billing Adjustment $200 trade-in refund
Thank you for sharing your experience with us, ***.
Upon arrival to our inspection facility, we erase and reinstall the Operating System on each device we receive. Our inspection facility was unable to reinstall the OS on your computer. The photo provided is showing the screen on your device that indicates the OS will not properly load.
We can understand this is not the outcome you were expecting, however, each customer who receives a revised offer has the opportunity to accept or reject the new offer. If you choose to reject the revised offer, we ship your computer back to you, free of charge.
You did choose to accept the revised offer, and your payment has been sent to you.
Kind regards,
Phobio Support
(The consumer indicated he/she DID NOT accept the response from the business.)
To whom it may concern,
I, in no way gave you permission to reinstall anything. The computer was erased and was ready for a new user. It restarted perfectly fine.
I warn you against scamming people who are sending their computers to you for the Apple trade-in program. If you continue down this road, more than likely a lawsuit will be coming your way.
The Revdex.com needs to know that this company is not treating customers fairly. It needs to be noted that there are hundreds of complaints about this company ripping people off on their computer trade-ins.
For our customers' protection, we erase every device we receive and after the erasure, we reinstall the operating system. This is not only for your protection as our customer, but a legal obligation we have as well.
Per the Terms and Conditions, shipment of your device to Phobio transfers the ownership of the device to Phobio.
We are in no way running a scam, ***. We do understand this is not the outcome you were hoping for. Thank you again for taking the time to share your concerns with Phobio.
Phobio Support
(The consumer indicated he/she DID NOT accept the response from the business.)
Wow, you sent the same response twice. That does not surprise me one bit. It shows the lack service you provide to your customers. Since you have hundreds of the issues from customers claiming the exact same problem, I'm sure it will come around to bite you eventually. You did a terrible job at this case, leaving another customer unsatisfied.
I initiated a trade-in of my iPhone X through Apple, Inc.'s "Give Back" partner, Phobio. I was quoted a device trade in value of $525.00. When purchasing the iPhone XS at the Apple Store - Fashion Valley in San Diego, CA on 9/22/2018, the sales associate performed a visual inspection of my original device (that I intended to trade in) and noted no physical damage and that the device was operational at the time of the inspection. A few days later I performed the steps required to return my original device to Phobio, including performing a "factory reset" of the device. I then shipped the device back. Please bear in mind that for the year that I owned and used that phone it was fully covered under AppleCare warranty. There were NO ISSUES with it. It was protected by a genuine Apple leather case and with a glass screen protector from Zagg. There was NO physical damage to the device whatsoever! Even Phobio noted this in their inspection. However, I received a revised quote of $0.00 (yes, you read that right: zero dollars) after they inspected the device and stated that it would not power on/hold a charge. When I returned the phone it was in excellent, working condition. Their inspection process caused damage to my device and they refuse to honor their quoted refund value.
Product_Or_Service: Apple Give-Back
Order_Number:***
Account_Number:
Refund I request that Phobio provide the original trade-in value of the phone, and reimburse me for any reasonable legal expenses I incur to pursue the matter until it is resolved.
Thank you for sharing your experience with Phobio.
A member of our Support Staff has been in contact with you regarding your trade-in.
Best,
Phobio Support
(The consumer indicated he/she DID NOT accept the response from the business.)
The business' response simply stated that they would no longer engage with me since I am contemplating legal action against them. I have not received any further communications other than them sending me a copy of their terms and conditions, since I initiated this dispute. I have not received a refund, nor have I received my device back, or even a tracking number indicating that they have initiated the return shipment of my device.
A member of our Support Staff has followed up with you since the date this complaint was filed.
We do understand your concerns, and want you to know we do take them very seriously. You mentioned a representative performed an inspection on your device. We inquired if there was evidence of the inspection so we could resolve the matter for you. Photos verifying the inspection were never provided to Phobio. As we have a team of inspectors, we do not have the ability to troubleshoot devices and our Support Staff is only able to speak to the information provided to us by our inspection facility.
We are happy to see you have received your device returned to you. If there are any other questions we can answer for you, please let us know.
Kind regards,
Phobio Support
Sold my MacBook through apples giveback program and recieved a debit card for $540. It looked like a gift car which in Illinois doesn't have an expiration date. You guessed it...it expired before I could use it. The expiration date was 08-18.
No help or relief from***
Product_Or_Service: Laptop
Replacement I'd like the card replaced or a check sent for the amount.
Thank you for sharing your feedback regarding your trade-in experience. We hate to hear you are not happy with our services. We understand that your gift card expired and we certainly understand you feel as though money was wasted. Per our terms and conditions, we fulfilled our obligation by paying the amount that was promised. We are aware this is not the outcome you were expecting, however, as payment was remitted by our payment provider and is now expired, we are no longer able to assist with payment.
We sent in our mint condition 2012 iMAC to Phobio through Apples Trade-in(Give Back) program. We used Phobio's provided, very inadequate packaging. I thought about using the new excellent packaging that our new iMAC came in but decided that if there was any damage in shipping then Phobio would probably claim that we did not use the "proper" packaging. I put extra tape to secure their box and covered it with "FRAGILE" stickers that I had. Our iMAC was prepared exactly per Phobios instructions. The iMAC screen was perfect since the 27" computer had never been dropped or injured, always having been on a desk in a safe location. Before shipping I reinstalled the operating system to the point where it booted to the setup screen.
We were quoted $315 dollars for the IMAC. Today Phobio sent us an email showing a very poor photo of alleged "screen damage". They also said that the operating system would not boot properly and offered us just $75.
Based upon the similar complains here on Revdex.com this seems to be a trend with them of claiming to receive a damaged computer or that it has issues. If any damage occurred it would be from shipping in their inadequate packaging. I will call them today to ask for a full payment . If the iMAC had shipping damage then they can file a claim with FEDEX. Depending upon how they handle this I will also contact Apple to describe my experience and also post about my experience on Apple forums.
For anyone reading this complaint and considering using Apple's trade in program please take a lot of photos of your computer and box before shipping ...if you do decide to use this company at all.
Product_Or_Service: Apple Trade-in Service (Apple Give Back)
Order_Number: XXXXXXXXXXX
Billing Adjustment Phobio needs to follow through with their original quote of $315 dollars since our computer was sent in good condition as originally described. Any damage would have been from shipping in Phobio's inadequate container or by treatment by FEDEX. I suggest that they might want to put in an insurance claim with FEDEX if they want to recover their costs...assuming that they paid for shipping insurance for the quoted $315 value.
Thank you providing us with your feedback about your trade-in experience. We value our customers and we take their experiences with Phobio very seriously.. We understand that up to this point, your expectations have not been met.
To further explain how our process works, our process is automated and any information regarding the condition of your device is automatically uploaded into our system after inspection. Our inspectors report the condition of the device once it arrives at our inspection facility.
We understand issues do occur in transit and we take responsibility when this happens. Our Customer Support team is trained to handle these situations when brought to our attention. After reviewing your trade information, it seems that your device was inspected today. You have since contacted our company by phone and have been informed that you will be receiving the originally quoted amount for your device.
We do hope this is a fair resolution for you and we are optimistic we resolved your concerns when you contacted our Support Staff. Please feel free to respond with any feedback about your customer experience.
Kind regards, Phobio Support.
(The consumer indicated he/she DID NOT accept the response from the business.)
In sending us a revised offer much lower than expected we could only assume that you had visually inspected the computer and box. Shipping damage would be obvious. You did send a very poor photo of what we were told was our computer. It seems odd to us that having seen that damage you would not assume a shipping issue. When we called we were indeed offered our original estimate very quickly. If we had not called we would have received very little. This makes us wonder how often Phobio puts the burden on the customer for shipping damage and reaps the benefit if they do not call to question that.
Although we are glad that Phobio is taking responsibility for the shipping damage we question how their process works.
Every device and shipping kit is inspected upon arrival to our inspection facility. There are instances when transit damage does not appear to have occurred, but the device arrives with transit damage.
In the instance of your device, our Support Staff was quick to resolve your issue and your payment has been sent to you. While we can certainly understand the frustration you experienced with your trade-in and this is not the experience we want our customers to have, our Support team did make sure to address your concerns and find you a resolution as quickly as possible. Unfortunately, there are instances when the process does not work to the fullest capacity and mistakes are made. When this happens, we take ownership and make sure our customers have an appropriate resolution.
The percentage of customers we have who experience device revisions is small. Please be assured we do go out of our way to make sure trade-ins are inspected as accurately as possible and we value the opportunities we have to resolve concerns for our customers. We do thank you for doing business with us!
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial quote was eventually honored.
I was quoted a low $265 for a late 2014 iMac in perfect condition. Today I received a revised quote of $65! I just had this computer inspected at the Apple store where they told me it was in perfect working condition and on my own I could sell it for $500 or more. When I called Phobio, this customer service rep starts to explain this insane pixel issue. The Apple store inspected it and never said anything about this. This computer is only 3 years old. They must have a script of reasons why they don't honor their original quote, made to confuse the customer. Of course I refused the offer and told them to ship it back to me. How Apple can work in good conscience with this company is beyond me. Apple seems to have integrity and this Phobio company is completely unethical. Phobio, do not respond to this complaint with your i
tic, cookie-cutter response, because it will be a lie. No one should trust this company or send their Apple products to them. What a bunch of crooks! How any company can do this to save themselves $200 makes me so mad; I'm sure they resell it for much more than that. Disgusting!
No further contact by the busi There is no resolution that we satisfy me. I just want to warn others NOT to work with this unethical company. I am so disappointed in Apple that they would work with this company. I already requested that they send my PERFECTLY fine iMac back to me.
Thank you sharing your feedback with us,***.
We value customer feedback, as it is integral to making process improvements to our trade-in program. We hate hearing you have not been happy with our trade-in program and that you felt your response from our Support staff was "cookie-cutter."
Our staff individually composes responses to our customer's emails and attempts to answer and resolve inquiries as fully as possible, our Support staff also does not use scripts. We do make an effort to offer transparency with out trade-in program and process. Phobio attempts to offer a fair value and conveniency for each of our customers completing a trade.
During the inspection of your device, we found your iMac suffers from some dead pixels on the screen that appear as a white spot on the display. We attempt to re-home devices after inspection and Phobio does not have anything to gain from falsifying inspection results to our customers as that would affect the re-homing of the product. Your device is currently being prepared for return and once the tracking information becomes available, you will receive an email containing that information.
Thank you,
Phobio Support
(The consumer indicated he/she DID NOT accept the response from the business.)
When I receive my iMac back, I will take it to the Apple store and have them inspect it. There is no way an Apple product that is only 3.5 years old is worth $65. I have already contacted Apple about your unprofessional company. I have received so many duplicate emails from several people showing me that no one knows what other people are doing in this company. Someone asked me several times to complete my transaction when I had declined that insulting offer the day before. I received several emails telling me to ship my iMac when I had confirmation that it was already received st the company. Unprofessional and not trust-worthy company.
We do apologize for the unnecessary emails you received. We have taken your feedback and made the necessary adjustments to ensure customers do not receive duplicate emails moving forward. We do apologize for that experience.
To further clarify our pricing model:
In an effort to offer straightforward, simplified pricing, we offer two values for trade-in devices. One is for a device in the condition your device was originally submitted in and we offer a second value for a device that does not pass the inspection process, but does still work. We do understand your frustration with the revised offer. If we are able to answer any additional questions or concerns, please let us know at
I decided to trade in my iMac with Phobio since they are the company used by Apple. My computer was in perfect condition and I was given a $180 estimate for trade in (which is nothing compared to what they cost). They sent me packaging materials which I carefully used to package and send my iMac to them. Upon receipt they emailed me with a revised offer of $40 claiming my screen had imperfections in it. I did not accept their new offer so they shipped my computer back to me. I just arrived home at 4pm to find it poorly boxed - I could see the computer through the sides of the handles and the computer was moving around inside when I carried the box in the house. I took a video of the unpacking b/c it was clear there would likely be damage. (Video can be emailed but the file is too big to attach to this complaint.) The screen is not completely moved from where it belongs on the front of the computer. The lack of care taken to ship a very expensive item back to me was horrible. It was shady that they 'found' something wrong with my screen and lowered the offer, but to take such little care with shipping someone's computer is unacceptable.
Order_Number: XXXXXXXXXXX
Store Credit I would like the original offer of $180 gift card. There as nothing wrong with the computer to begin with but had it been returned in the same condition I sent it to them, I could have sold it elsewhere. Now with the obviously broken/dislocated screen I can't even do that.
Thank you for sharing your feedback regarding your experience. Our number one priority is our customer's trade-in experience. The experience that you described does not align with the standard we strive to maintain at Phobio. The condition your device was returned in is completely unacceptable.
During the inspection of your device, we did find issues related to the backlight and display. To further clarify our inspection process, we cycle multiple colors on the display to find any issues relating to the backlight or pixels that may not function properly. At the time of inspection, these issues were discovered, photographed, and emailed to you. The new offer was declined, and the device was returned. The condition of the packaging at the time of the return was completely unacceptable and we take full responsibility for that. We take customer feedback very seriously and will use your experience to make process improvements moving forward. We want to remit payment to you in the total of $180.00 (your original quote).
We do have a Support team that is ready and willing to assist our customers with any issues or questions regarding the trade-in process. A member of our Support staff will directly email you the next steps.
This is like a scam, they use the same excuse to lower the quoted value. I recently sent in a iMac for a quoted value of 185. Just got an email saying the quote has been revised to 45.00, are you kidding me!. They said that they ran it to some machine, and found some pixilation on the right corner in the bottom, which the naked eye will never notice. I'm reading some of the reviews and this is one the lame excuse to lower the quoted price. Who uses the right bottom corner of a monitor!!
Not only that, the website was not very clear, so I sent the wireless mouse, wireless keyboard and power cord. Now I found out that, they will not send back the mouse and the keyboard, because its not part of the program. Should I known that, I would never done so, since I want it back, I'll be out of mouse and a keyboard.
I called Apple to complain about this company, a Trillion dollar company dealing with Phobio does not make sense, specially with all the complaints they are getting. Apple can only say that they will try escalating thru there feedback program, since they pay attention to the feedback from there customer. Hopefully they will, since they just started dealing with Phobio.
Phobio damages your personal property, then scams you into either accepting a lower offer or receiving back damaged property.
Confirmation number: ***
Model: Apple MacBook Air Core i5 1.3GHz 13" (Mid 2013) 128GB SSD
Initial offer: $210
Current offer: $75
Problem date: 09/11/2018
I went into the Apple store and worked with an employee to fill out the survey and erase the information on my laptop. After Phobio received it, they assert that there is cosmetic damage (large dent in the right corner) and there are pixels that are damaged on the screen display. The Apple employee that inspected my laptop would have clearly seen these damages (especially a LARGE dent), so the damage must have occurred some time after the laptop was shipped out and in the possession of Phobio. The customer service representatives (both over LiveChat and the phone) explain that they have more thorough inspection methods, however, the quote on the survey should hold true if all the answers on the survey are answered correctly. I ensured that they were answered correctly by taking it to an Apple store. A quote is a guarantee to the customer, and Phobio does not stand for it's own survey.
Ultimately, I believe that they are responsible for the damage to my personal property. They said their inspectors believe that there is no sign of damage from shipping, but quite frankly, I think they are lying to scam people into 1) trading in their devices for a lower price or 2) receive back damaged property. I could have sold this laptop for a higher price on eBay, but now I'm not even able to do that because they have damaged my property. Phobio must be held liable for damages!
I want to receive my original quote for $210.
Good evening, ***.
Thank you for contacting Phobio and for sharing your experience with us. A member of our Support team has contacted you via email.
Thank you,
Phobio Support
Phobio falsified damage report to a computer to save a few bucks.
I agreed to trade in an older iMac computer that was in good shape for a mere $65. Phobio accepted delivery of the computer. 3 days later, they contacted me and indicated that there was a chip in the screen. I asked for pics of the shipping box, assuming damage had occurred in transit. They refused to supply any images. I also asked why it took three days to notice a chipped screen - that should have been immediately obvious. No answer. After promising to reinvestigate, phobio re-contacted me and then claimed there were flickering issues with the screen, with no mention of the original claim of a chipped screen. They offered a greatly reduced trade in value. This just felt like a scam. They had the computer in their possession for 36 hours before reporting anything - even though the claimed damage would have been immediately obvious. They sent a picture of a chipped screen, but it could have been from any computer. Hard to believe a company in the 21st century doesn't have dozens of pics from all aspects of the review process - from receipt to evaluation.
I would like the full promised refund of $65.
Thank you for sharing your experience with us.
We understand you have some concerns regarding your trade-in and we want to make sure your concerns are addressed as fully as possible. In this regard, a member of our Support Staff will be in touch with you via email shortly.
Thank you,
Phobio Support
I used their business to return an Apple product as advertised on Apple's website. They quoted me a specific amount for my return. I followed the packaging instructions exactly, and when they received my device they claimed it was damaged and offered me a small percentage of the original quote. Their packaging they sent to use was completely worthless and not protective. And now that it is damaged, I can either have back my damaged device or accept their low ball offer. If they want to ship products, they need to supply packaging that will work.
Product_Or_Service: Apple product trade-in
Refund I would like them to honor the offered value for the trade-in. This damage was not my fault, the packaging was supplied by them and shipped by them. Why should I have to lose the difference for something not in my control?
Thank you for sharing your experience with us, ***.
We value our customers and we want to ensure you have a positive trade-in experience. Upon reviewing your case, we have determined the dent on the housing of your device was likely caused in transit. We have submitted a request for the remaining payment to be sent to you via email. If you have any questions or concerns, please contact our Support staff at***.
Best,
Phobio Support
(The consumer indicated he/she ACCEPTED the response from the business.)
They fulfilled their end of the agreement and admitted fault. I was happy to see they stand by their company.
I sent a computer to Phobio's buy back program for money. Without evidence, they lied and claimed I cancelled the order and sent my computer back.
Since the Revdex.com is limiting my complaint to 4000 characters, the full complaint can be read on my website at***
On August 16th 2018, I purchased a $2,299 iMac from Apple.com. (Order Number: ***). I opted into the "Buy back" program on Apple's website which told me if I trade in my own iMac (for recycling) they would give me back roughly $415 in cash for the old computer. A company by the name of Phobio runs this buy back program with Apple. The literature on my email says "Estimated Trade-in Refund: $415.00. Your estimated refund amount is valid for 14 days and is subject to verification. Once your trade-in has been received and verified, you'll receive a refund."
I used Phobio's return kit to send my old computer back via FedEx. (Tracking #: 456938219175). Fedex showed that Phobio received the computer 8/31/18. But the progress bar on Apple's website did not show that Phobio had received the computer. I checked Apple's progress bar again on Monday September 3rd 2018, and the issue persisted. I contacted Phobio that same day. Phobio's live chat support agent, Cindy, assured me they had received my computer. I told them I was aware that they received it because the tracking number proves it, but what I want to know is why the progress bar isn't updating on the Apple website to show that they received it. They told me they couldn't see what was on the Apple website. I told them how I tried to check on the progress through the Phobio website but the Phobio website is asking me for a confirmation and I was NEVER GIVEN A CONFIRMATION NUMBER! Cindy tried telling me I was given a confirmation number already. Which is not accurate. When she finally gave me the confirmation number (***), I went to use it on their website and the confirmation number DID NOT WORK! A few minutes into the conversation, Cindy backtracked and told me "You were never sent a confirmation number". She gave me this long drawn out explanation (over the live chat) as to why the confirmation number didn't work. After the long drawn-out explanation, I told them "I'm going to end this chat now. I expect this progress bar to be updated in the next 24 hours." and I left the live chat 1:35pm on September 4th.
The next day, September 5, I received an email at 7:12pm from [email protected]. Subject line: "Your trade-in has been canceled". The email said "Apple GiveBack. Your device is on its way back to you. Because you rejected the revised trade-in refund or canceled your trade-in with our partner, your device will be shipped back to you." I NEVER REJECTED ANYTHING! THE LAST CORRESPONDENCE I HAD WITH PHOBIO AND/OR APPLE WAS ROUGHLY 1:30PM ON SEPTEMBER 4TH where I inquired about the whereabouts of my computer. I never once used the word reject or cancel. SO WHY DOES THIS EMAIL SAY I REJECTED THE TRADE IN? THAT'S A LIE. I emailed Phobio at 7:16pm on 9/5/18 to ask what was going on. Phobio customer support emailed me to say "Good evening ***, Thank you for contacting Phobio Support regarding your trade-in. According to our system, the revised offer was rejected by you on September 5, 2018. We do ask you to confirm if you want to reject the revised offer and have your device shipped back to you. At this time, we are unable to systematically reverse this process, as your device is already in the process of being sent back. For further assistance, please feel free to reach back out to us on our 24/7 live chat support at *** or by calling us *** between the hours of 8am-midnight EST, 7 days a week. Kind regards,***."
The email claims "We do ask you to confirm if you want to reject the revised offer" but I was never offered such confirmation. And even without my confirmation, you still cancelled the order?
Where/when/how and through what outlet did I supposedly confirm that I wanted to cancel this trade? I DEMAND TO SEE THE PROOF OF WHERE I CANCELLED THIS ORDER.
By the time my old computer gets sent back to me, in order for me to send it back to Phobio again to clear up this error, it will be well past the stipulated 14 day period to have the trade-in computer turned in by. Phobio has attempted to screwed me out of the $415 that I could've made on the trade back of my old computer. I want to know what both parties are prepared to do to remedy this situation and what can be done to get me my money that I could've made from the trade-in of my computer which is practically in mint condition. I want my $415. I'm fully prepared to take this to small claims court, and take any remedies necessary against this. Phobio is claiming I cancelled this order but have provided no such evidence to support their claims. I'm filling this joint complaint against both Apple and Phobio. I'm filing it against Phobio for the sheer negligence, fraud (fake confirmation number/fake claims that I cancelled the order), and overall poorly run business. I'm filing it against Apple for even aligning itself with such a poorly run institution. I've been loyal to Apple my entire life. So has my family. We've never bought a PC in our lives. Only Apple. In all my years as a loyal customer, never in my entire life have I been treated like this through an Apple transaction. Apple prides itself on quality and good customer service. This is not how Apple should treat their customers. This whole situation has been poorly handled. It's extremely unprofessional and unacceptable. Please contact me immediately and tell me how you plan to rectify this situation. OH AND ONE LAST THING. IF THE COMPUTER WAS SUPPOSEDLY SENT BACK TO ME BY PHOBIO, I WAS NEVER ISSUED A TRACKING NUMBER. Another instance of a poorly handled situation.
Thank you for sharing your experience with us,***.
Your GiveBack trade-in experience is not acceptable and not how we want our customers experience to go. We do understand your frustrations and we want to assure you that your complaints and concerns have been heard. Please know you will receive the full initially-quoted estimate of $415.00 for your device.
Regarding your tracking information and the receipt of your device at our inspection facility, we do see the device was delivered to us on August 31. We apologize for the delay in updates that were caused by the Labor Day holiday. We have taken your feedback into consideration and we are taking steps to improve our process moving forward.
Thank you again for your time.
Phobio Support
(The consumer indicated he/she ACCEPTED the response from the business.)
I reached out to the vice President on LinkedIn and
he is assisting me because no one else was
Company offered me $310 for my computer. Upon receiving and inspecting, they claim there is an issue that brings value down to $60.
I submitted my 2012 Macbook Pro for a trade-in quote through Phobio and was quoted $310. After I sent my laptop in and it was inspected, I received an email saying that due to screen damage, the value would be $60. The screen was perfect when I sent it in and the picture they sent me claiming to be the damage is completely useless.
When I requested more information or pictures, they refused saying that laptop had been packaged up and set aside, therefore there was nothing they could do.
I responded back as I saw on this site that this seems to be a common practice of their company. It has been over 48 hours and I have received no response from them.
I wish to receive my original quoted value of $310
Thank you for sharing your experience with us. We value our customers and we do want to do everything in our power to ensure they have a good experience with Phobio.
In order to best serve our customers, we are committed to responding to emails within 2 business days of email receipt. We received an email from you on August 27 and you received a response from Phobio within 2 business days.
We certainly understand your frustration with the revised offer. We attempt to offer our customers fair, competitive pricing regarding their device. During our inspection of your device, we discovered pixel anomalies on your display. While your device is functional and there is no physical damage to the device, we are only able to offer the value of $60 at this time as a result of the pixel issues on the device.
The photo you received indicates the pixel irregularities discovered on your device. To further explain the inspection process, we cycle solid colors on the display, and that is when the pixel damage was discovered. This type of pixel malfunction does not occur in transit. As your inspection has concluded, we are unable to provide additional photos of the device. To clarify, your device does work and power on, as such, we are happy to pay $60.00 for your device.
If you are unhappy with the new offer, we are able to ship your your device back to you, free of charge. Please feel free to respond to the offer letting us know your decision.
Kind regards,
Phobio Support
Shipped pristine WORKING 2015 macbook to phobio for quoted $400 price. Phobio replied that it would not start. Offered 0$ or return.
Purchased 12" Apple macbook, 256GB, Gold on 5/26/15. Order # ***. Sent to Phobio.com for quoted $400 on 8/10/2018. Erased SSD and installed Mac OS 10.13. Shutdown computer and checked that it would restart to OS Welcome screen. Packaged in original Apple box inside Phobio shipping container. Phobio responded that upon receipt the device would not start and offered to recycle it for 0$. Called support and spoke with ***. Mr. stated that they could not accept my word that the product was working when shipped and wanted a photo of the device working (which I did not have). At this point it appeared to me that 1) the device was damaged in shipment OR 2)damaged by Phobio upon receipt OR 3) that the damage claim was just incorrect and the device will statrt. I requested that the item be returned in the original box which was how it was shipped. *** stated that the original box (which included the item's serial #) was "recycled". I inquired about insurance for shipping damage and Mr. implied that since they did not trust my claim that the device was working when shipped, there could be no shipping claim. So I shipped a perfectly working macbook to Phobio and will receive it back inoperative with no recourse. I am retired military and a senior citizen and feel I'm being taken to the cleaners by Phobio.
Phobio.com should stand by the original offer of $400 for the macbook or return it IN WORKING ORDER.
Thank you for sharing your concerns with us,***.
Upon arrival to our inspection facility, we test each device for internal functionality as well as physical condition. When your device arrived to our inspection facility, we plugged it in with a known-working charger in an attempt to charge the device. After sitting on the working charger, the device failed to power on. We then attempted to charge your device with multiple known-working chargers with the same result (failure to power on). Additionally, we attempted to power the device on while it was plugged into an external monitor to verify there was no power rather than display failure.
We do understand the inspection results are frustrating and not what you were expecting.
Thank you,
Phobio Support
(The consumer indicated he/she DID NOT accept the response from the business.)
The computer was fully charged when shipped. It would not have lost charge in transit. It appears that Phobio equipment damaged the computer.
Thank you for your response,***.
Our inspection facility is under constant surveillance, if anything occurs while a device is in Phobio's possession, we take responsibility for the device and any potential damage. Nothing was reported to your device while it was in our care.
As we mentioned before, we use known-working chargers when we attempt to power a device on and additionally connect the device to an external monitor. In the event that the device did lose charge while it was in transit, we made multiple attempts to power the device on and charge it during inspection.
Thank you,
Phobio Support
At the *** we received a quote for an exchange after the store inspected the computer. *** reduced the quoted amount from $260 to $85.
At the ***, the *** was carefully inspected as it was being assessed for repairs. The employee guaranteed us that if we sent it in immediately, we would receive $260. We sent it in immediately, in the approved packaging. We got an email several days later that the quote was reduced to $85 due to some pixel issue in the screen.
When we attempted to call, we were told by the representative:
1. That we had been updated all along the way. we had not. The only emails we received had broken links in them that the representative admitted had been broken and unresolved for two weeks, so we could not track the status of our buy back.
2. That due to high volume, *** is not communicating well with Apple.
3. That they've been "trying to improve" their communication with Apple so that Apple understands their policies better.
I really do not see the fairness in these two companies doing business together without communication and we get stuck in the middle. If they do not want Apple guaranteeing certain prices, they should tell apple not to.
We only bought a new computer because we were guaranteed the buy back price, otherwise we would have paid to repair.
I would like the full $260
We appreciate you sharing your feedback regarding your trade-in experience.
A member of our Support Staff reached out to you via email regarding your *** trade-in. If you have any questions regarding the email we sent you, please let us know.
Kindest regards
Refuse to honor original quote of $120 for a computer that was working perfectly prior to shipping to them
Phobio originally quoted me $120 for trading in my ***. I shipped this to them in the specified packaging. After receiving my computer they downgraded my device value to $0, alleging that the screen will not turn on and that the device does not load the operating system. Prior to shipping the computer was in perfect working condition. Their customer service representative stated that there is no evidence of physical damage from shipping. Therefore, it seems entirely unreasonable that the computer no longer functions, when it worked perfectly prior to them receiving it. Phobio has offered no solution other than returning my (now apparently broken) computer to me. This is unsatisfactory because I could have previously sold my computer independently, but now will not have a working computer to sell. This behavior appears consistent with that reported by others on the Revdex.com website and elsewhere.
I would like Phobio to honor the original $120 quote.
Thank you for sharing your experience with us, ***.
A member of our support staff has contacted you, please let us know if we are able to assist you with anything else.
Phobio Support
Phobio LLC agreed to send me the $120 that my computer was originally valued at. However, they never sent this to me in any form. They were able to claim that a fully functional computer was worthless and did not provide any ability for it to be returned to me.
Thank you again, ***.
A member of our Support Staff has contacted you. Please let us know if we are able to assist you with anything else.
Best,
Phobio Support
I choose this company because I trust Apple. Huge mistake!!!! I'm a single mom who is currently going back to school online. My 2011 Mac Pro 17inch ran slow and was too large to take on the go. It looked BRAND NEW. Received a quote for $310 to trade in system. I thought wow that's great it will help offset the cost of purchasing the newer smaller version. Wrong! Received an email Monday that they received my computer, four days later I received another email saying my computer is damaged with a pic. WAIT! There is no way. I sat there thinking what in the world is going on here. I mailed them a perfectly intact computer. Customer Support told me sorry that's what the inspectors found it damaged. I refused the $55 offer and requested the computer to be returned. I feel completely scammed. After reading these reviews, there is seriously something odd going on. I wish as other reviewers have mentioned that I had checked the reviews of Phobio. Again I felt very confident about working with them because of their program with Apple. If I ever receive my computer back, I will update my review, but I'm feeling as if I have been scammed after hearing others have also had the same incidents.
CSR Derek ceased communicating with customer thus ignoring customers circumstances. Service offered not due & product is lost. Customer losses twice.
Phobia quoted $215.00 for MBP buyback credit. The company offered $40.00 upon receiving and inspection the computer claiming the damage is visible in images I provided. The images I provided to not detail the damages they claim are in the photo. Phobia refused to send additional photos of the damage they claim the item has request and upon receipt of the photos submitted to them. CSR Derek ceased communicating with customer thus ignoring The company refused to negotiate, refused to respond to the emails I sent after they decided they were done listening to my argument. I expressed to the company I did not want the computer returned for it may damage further in shipping. The company refused to acknowledge my request. The company did not address the fact that I was undergoing a health crisis and had to abruptly vacate my home of only two months and move into another apartment in another area. The company refused to address the concern about the move and sent the item back to the old address and did not respond to me when I stated the distressing information. In the many years I contribute as a market research analyst. The company claims they tried to contact me by phone. However, there is not any phone record of attempted communication from Phobia over the phone at the time of the disagreement. Phobia is by far the worst customer service I have experienced in a lifetime. I would not recommend anyone do business with this company. The aggravation is simply not worth it.
I would be happy to submit the email correspondence for review.
I am requesting the original offer plus compensation for the lost computer which is surely damaged further than the original shipping damage to Phobia.
Thank you for sharing your experience with us. A member of our support staff has contacted you via email and left you a voicemail. Our email outlines the resolution we have that will provide you the full quoted value. Please contact us at *** for additional questions or to speak with your case manager,***. We do value our customers and we hope we have found a solution that will resolve your experience with us.
Thank you,
Phobio Support
After receiving my MacBook Pro, Phobio sent pictures of damage that did not exist when I shipped it. They retracted the value and made it $0.
Using Apple's website, I received a trade-in quote from Phobio for $40 for my 2009 MacBook Pro. My computer was in great physical condition (without any scratches or dents) and I was completely honest in the answers to the trade in questions.
I received the trade-in box and shipped my laptop back exactly as the directions described. After receiving my computer, Phobio sent me an email stating that the value of my computer has changed from $40 to $0 and attached 2 pictures of dents on a MacBook. I am 100% confident that my MacBook did not have the damage prior to sending, so I contacted Phobio's customer support.I explained to Phobio that I sent the laptop back without any damage, so I asked them to check the serial number to see if they had revised the quote for the correct laptop. Customer Service responded within 2 days and did not acknowledge my request to check the serial number, but stated that they have tested the packaging and that I have 14 days to accept or deny the quote. I again responded to Customer Service explaining my concerns that the damage did not exist before shipping so if it did not occur during transit, the only option left is that the damage occurred while in Phobio's possession. Phobio responded again stating that it could not have happened in transit and that it was still worth $0, but I had the option to have my computer returned to me. I lastly responded that I stand by the fact that there was not damage prior to shipping and I was extremely disappointed with the way they handled their services. I then looked up Phobio's reviews on Revdex.com.org and realized this same situation was happening to MANY apple users. I have still not asked Phobio to return my computer to me because with the damage it has now incurred, it would not be worth the same amount it was prior to me trusting Phobio and shipping to them.
I am frustrated by the situation and would like to see Phobio provide me with the $40 Apple Gift Card that was originally quoted in exchange for my 2009 MacBook Pro.
I am seeking Phobio to send me a $40 Apple Store Gift card in exchange for keeping my MacBook Pro.
Thank you for reaching out to us regarding your trade. We do value you as a customer and we want to do everything in our power to ensure you have a good experience with Phobio.
In order to verify the reported condition of the device, all devices undergo an inspection to verify functionality and physical condition. When we begin this process, the device stays with the shipping kit that has a unique identifier associated with the serial number of the device. In this regard, we are certain the device in the photos is your computer.
We have reviewed your trade again, and although there is not evidence of the device having incurred transit damage and both FedEx and our inspection team have denied potential transit damage, we are making sure you receive the $40.00 quote for your device. Your payment will arrive to you within 5 business days via email from [email protected].
Please do let us know if we are able to assist you with anything else.
Best,
Phobio Support
(The consumer indicated he/she ACCEPTED the response from the business.)
I greatly appreciate your response and method of resolving this case. Thank you, Phobio team.
I should have listened to the advice of people who had experience with Phobio. I provided Phobio with the information requested; I received a quote of $125 for my computer; I had a friend who works in tech help me prepare the computer to ship; the computer was in excellent condition. I received an email from Phobio saying they revised the quote to $35. This is exactly what others said happened to them.
I initially had a bad experience with Phobio, but their customer support was so incredibly kind and fast that they turned it around. I sent away a nice iMac, all packed up nicely in their provided packing materials (which are well done). I received an email a week later stating that the screen was shattered and they dropped my quote down to $50. I was not happy and still cannot fathom how that happened. I reached out on Twitter, expressing my dissatisfaction, and was almost immediately DMed by a nice woman named Amanda. She quickly heard what I had to say and apologized for the experience and concluded any damage must have been in transit and offered me back my full initial bid. No questions asked. I was very impressed.