Phobio

Phobios damaged my laptop trade while in their care
I ordered a new Apple laptop. order #WXXXXXXXXX. setup my old 2016 Macbook Pro as a trade in with estimated value of $730. Phobios after receiving reduced claim to $140 claiming screen damage. I denied claim and had them ship the laptop back to me. When I received the laptop the screen was in fact damaged. But not the same condition as I sent it. there was a small haze around the pinhole camera when I sent it that did not extend into the screen. But on return the laptop was covered in dust and the screen now had a .5 inch scratch going into the visible part of the screen that was not there before and a quarter sized scratch along the left side of the screen. As well the case has a scratch along the top left side. It appears to have been left out in a very dusty environment and then someone scratched the screen in an attempt to clean it.

My experience with Phobio"s customer service was absolutely stellar. Josephina was amazing she made me feel comfortable and was very knowledgeable. Josephina also resolved my issue with ease. I would definitely recommend Josephina for employee of the year. She was a pleasure to talk to.

Michael was very helpful and knowledgeable. He explained everything perfectly.

I am very disappointed with this service and that Apple chose them for their trade-in provider.

I was appraised $170 for my MacBook Air. The device had no problems, no external damage, AND I sent my charger. I was told my computer had delamination or a worn display coating- very untrue. The readjusted my value to $60. I would not accept that and they sent back my laptop (with a grimy dirt film) AND with a charger which was not mine and very worn and dirty. I tried to contact them by phone only to be on hold for 45 minutes to no avail. So, I decided to email them. A week and a half later they finally replied and was of no help- an empty apology.

If Apple maintains using this service, I will not be conducting any further trade-ins with them.

Apple gave me a $750 estimate on exchanging my high end MacBook Pro mid-2017. There was nothing wrong w computer. I was sent a $260 exchange offer.
I was told By email on July 21,2020 that after offering $750 for my MacBook Pro Exchange was changed to $260 on arrival at Phobio. There is nothing wrong with the exchange computer. They faulted the display, which is perfect. Additionally the email they sent me did not have a valid link in order to request my computer be sent back.

Of note, when the company sent me an exchange box it did not have any company information and I did not know who I was sending the computer to and was unable to look up their reputation online prior to sending. I therefore felt I had to trust Apple. The only clue to the company was the address and name on the return labelbut the return label only stated the name of the company as PHO this name only returns a Chinese restaurant.

I feel they hid their name in order to hide their poor reputation and I should have never sent my computer to them without being able to investigate their reputation further. Online this company has fielded hundreds of further complaints. It's a shame that their bad business practices are a reflection on Apple.

Beyond disappointed with Apple for partnering with Phobio. Shipped a perfectly working MacBook to Phobio as part of Apple's Trade-In program assuming that I would receive $170 as quoted based on the condition of the MacBook. Today received an email saying that they could only offer me $60 based on "Display Not Functioning Properly". There was absolutely no issue with the display when shipped and now in doing some research see that this is their go-to reason for lowering trade-in values. Once you ship the laptop you have no control and it seems Phobio can make up any reason they want to lower the value they quote you initially.

I traded in and sent my 2015 Macbook Pro to Phobio in good condition with an estimation of $580, later I got notified from Phobio saying it's damaged.
On 7/10/20, I sent my Macbook Pro 2015 for a trade in with a quote of $580 (this is based on the 256GB SSD, however my Macbook has 512GB SSD, so it's definitely more than $580, and I bought it in 2017, it's only used for 3 years), after Phobio received it I was told it's damaged and offered only $120.

I dropped off my Macbook at FedEx in good condition, no scratches, no damages. And I even reinstalled OS to make sure it's like a brand new one.

Then I contacted Phobio, a customer service representative told tried to explain the value change, but when I asked why the upgraded version is valued even less than the original amount, she didn't answer it. She also didn't answer what the so-called "physical damage" is, and she said she's escalated this case and tried to investigate it soon, but I didn't get any response after that. Now I have only 10 days left before making a decision whether to accept that revised value.

I have all the phone call recordings.

Phobio greatly reduced the trade in value of my device for a
I traded in my apple computer for a $320 refund through Phobio and Apple after purchasing a new device. They sent back a drastically reduced offer, with a totally bogus claim about the screen. On June 27th 2020, I initiated a trade-in of my late-2014 model Apple Macbook computer through Apple who would process the trade in through Phobio LLC. The quote they gave me for a device of this model and year of production in the condition I described (excellent) was $320, to be refunded to my credit card. Once Fobio/Apple received the computer, they sent me a complaint that the computer's LCD screen wasn't functioning. The amount promised was reduced from $320 to $120. "Your trade quote has been revised due to LCD damage. This includes dead pixels, bruising/burn in, no response on digitizer or any other damage that could be related to the LCD," they wrote. No specific readings were provided regarding the pixels in my LCD screen and they didn't even provide any verification that the computer imaged was mine. Phobio sent an image of the alleged damage, with a small arrow pointing to no visible damage which claimed the pixels were dead. The LCD screen of my computer was just as bright and brilliant as the day I bought it and all portions of the screen functioned properly despite the damage they claim. This computer and screen are in great shape and that can be proved by the photo that they sent claiming damage. I additionally had recently taken my computer to Apple and they claimed it was in great condition. Phobio is scamming me because they don't want to pay me the full $470 for my trade-in, and now that the new device I've purchased is out of the return period, I have no way to get my money back! I've since read countless nightmare stories about Phobio's business practices on the internet. They've pulled this exact thing with many other people, and it is clear they are trying to do a bait and switch with customers once they send their computer in and drastically reduce the value of the comptuer. I will certainly never do business with them again.

Apple trade-in with Phobio turned out to be a nightmare!
I'm in the middle of trade-in with revised trade-in value of my MacBook for no reason at all
Hi there! I applied for the trade-in via Phobio. My MacBook 2015 was like my weekend laptop, so I could trade it in only for a new awesome MacBook 2020, which I did. The MacBook for trade-in was in the best shape, because again I used it on special occasion only. Anyway, I was offered $320 for it initially. However, as a result Phobio revised it price to $120. They say it's because of worn or delaminated display which is just ridiculous. First intention when I heard it was to reject they offer but then I realized that this precious company do it all the time to other people, so I decided to fight for it with your help. They don't afraid no one except you. I wish Apple could change their partner, but for some reason they pretend that nothing happening..

I had sent my laptop in perfect condition but was told it was damaged once it was received. I spoke to Matthew A. and it was an absolute pleasure working with him. I was upset that en route the laptop had acquired damages and I had to deal with a smaller trade in value. But he made the entire process seamless and easy. I feel like this was one of the best service I have received. Matthew A. definitely deserves a promotion, or something because is GREAT!

Matt A was outstanding this afternoon. He was able to identify very quickly that my missing payment had been accidentally sent to my email address, that contained a missing character...hence, my missing payment! Matt was professional at all times and handled the query impeccably. 10 out of 10!!

If I could give this company 0 stars, I would. I sent an iPad in and was working PERFECTLY. I got an email stating that it wouldn't turn on/damaged and they would offer me $0.00. I wish I read the reviews about this company before I sent my perfectly working IPad into them. Would NOT recommend.

Was promised $510 refund on computer and when received was told it was reduced to $130 based on damage that didn't exist
Apple stores are closed in my area so only option is to use Phobio - which seems to be a scam. I was going to update to a newer model so traded in my Mac for a 510 dollar gift card. Used packaging and logistics provided solely by Phobio. They said the screen was damaged when received so took refund down to 130 dollars. My only option is to get a return of my Mac - which they have damaged beyond repair. They are in sole control of the process and there is nothing to require them to take care of the product when received. The computer worked fine with no damage when sent. I have sent an email to their customer service and didn't receive a reply. This is a totally unacceptable service and Apple should be ashamed to use them.

Although my computer was in perfect condition when I sent it, I was told it was received damaged.
Fortunately the place I had the hard drive cleaned and reinstalled was able to give me a letter verifying the excellent condition. Mike L. was excellent when I spoke with him at Phobio. He was respectful and helpful and when I sent the verification to him he immediately sent the original amount I was expecting into Pay Pal. We are assuming it was damaged in the mail and therefore insured.
Phobio should be providing better packaging for sending and choosing a different carrier. I say this because having read many reviews after the fact, there were a number of people who had similar experiences. I would recommend if one chooses to do the trade in, they should photograph every aspect of the computer and even get someone to look at it to verify the condition before one sends it. Also make sure there is a fragile sticker on the box and bubble wrap it as best as possible.
I would give Phobio much lower than 4 but because Mike L was able to help resolve with his excellent communication skills and efficient manner who I would give 5, I am giving Phobio 4.
Thank you Mike!

I traded in my perfectly working MacBook Pro for the promised price of $320 but was sent back a reduced offer of $120 for issues that don't exist.
I traded in my MacBook Pro for the promised value of $320 and later received an email from Phobio saying that my Apple trade-in value has decreased to $120 due to "data erasure issue" and "device does not power on or off". Before sending in the device, I have completely erased my user and restored my MacBook to factory conditions. The last screen I saw before powering down and boxing up was the welcome screen asking you to choose your language. That being said, my device was definitely powering on and off. I have until 7/27 to accept their revised offer but they haven't responded to my email asking for more details.

Reduced value due to manufacturer defect, support agrees value should be higher, refused to assist revision
I traded in a MacBook Pro Core i7 2.5GHz 15" (Mid 2015) 512GB SSD as part of a new Apple purchase (WXXXXXXXXX). The trade-in estimate was $540. Once the device was received, the offer was revised to $190 due to 'Delaminating or Worn Display Coating.' When I sent the device in I hadn't even noticed any issue with the screen, and the computer was completely usable. This appears to be a manufacturer defect present on all MacBook Pros of this model/year, and should be expected on almost all Macs from this time period. I just learned in my research online that Apple had a free repair program, that is no longer available, but was not publicly announced, which would not give customers the chance to have this issue resolved prior to sale/trade-in. I spoke with customer service, including a supervisor, who acknowledged that the revised offer was too low and told me that it would not make sense for me to accept the trade in. Yet the supervisor was not willing to offer any changes to the quoted value that he himself suggested is unfair. He suggested I sell it somewhere else online, which truly doesn't make any sense, coming from the supervisor of a company that exists to buy and sell computers online. He told me repeatedly that Apple sets the fixed prices for any and all damage found ($190 regardless of what they find), and given the acknowledged ubiquitous manufacturer defect, this is absurd. The computer is 100% functional, and I would guess most customers would not even see the damage.

I had an issue with my trade-in device. When I called into Phobio, I spoke with Josefina and later with her manager Dee M. who were both very helpful in resolving the issue efficiently and professionally.

Sent excellent condition Macbook Pro for trade-in, Phobio revised value to $310 lower than its quoted value based on FALSE claims of damage.

I sent my mid-2015 Macbook Pro for trade-in on 7/6/20 towards a new MacBook Pro, with the trade-in value estimated at $480 towards my new computer. Today I received an email from the Apple Store stating my trade-in value was reduced to $170 based on BOGUS claims from Phobio LLC of "Delaminating or Worn Display Coating, Bent Housing"!! The computer was in excellent condition, having none of those reported defects, when I sent it in and there aren't even any pictures backing up their falsified claims of the issues they're reporting. This was a very gently used computer when I sent it in. Before initiating the trade-in, I spoke to multiple Apple reps who all assured me that the online & mail-in trade-in process was simple and painless, which made me feel better about sending my computer off to a third party. Based on that trust, I've now been completely swindled by Phobio LLC in this process and am out the $480 towards my already purchased new computer. I've now spent 1.5 hours on the phone with Apple this morning who transferred me to a rep at Phobio which put me in an automated phone loop that transferred me back to Apple! During the lengthy hold times, I started researching Phobio LLC on Revdex.com only to see endless nightmare complaints against Phobio LLC that sound just like mine! I will NEVER use this company again and will be warning others on every online forum and social media channel I can find in the hopes that others don't get swindled by this same scam. I really wish I had seen these horror stories before starting this process, as I easily could've sold the computer privately for more than the trade-in value, but I blindly trusted what I thought was a reputable company who wouldn't fleece customers with these shady practices. Now I'm stuck waiting for Apple or Phobio LLC to contact me about the dispute, which the Apple rep said could take up to 14 days! Meanwhile, I'm out the $480 I was expecting to be refunded to my credit card in the middle of a pandemic when finances are incredibly tight. I'm beyond outraged and hope others don't go through this, but based on the number of similar complaints, it appears this scam is standard operating procedure for Phobio LLC.

Was having a disagreement with the previous customer support person, but Mike L took over and did a great job solving my problem to my satisfaction. I truly thank him for that. He proved to be very professional in his work!

I've had to make several calls with Phobio, and each time i've always been connected with such pleasant associates who were able to help me out. I don't remember all their names, but specifically one call I had wonderful support from a Matthew A.! He was able to help me figure out what might have been wrong with my trade and initiate a return so I could try to rectify the issue and resubmit, and was extremely pleasant and made the process effortless. I'm still waiting for fedex to deliver my trade in so it can be re-evaluated, but from the basis of customer service, Phobio has been perfect every time. thank you!