Phobio

This is the worst service I have ever received. And the behaviour of this company has been entirely dishonest. I have written to Phobio Administration and as yet I have received no reply. My wife and I had several computers to exchange in the Apple Trade-in Program. While waiting for my new 16" MacBook Pro to arrive we applied to Apple and were sent to the Phobio website to begin the process. The first two we sent to Phobio were a 2013 MacBook Air and a 2012 i-Mac. We received estimates od $240 fo0r the Air and $hills 350 for the i-Mac. I'm a professional computer user and I've had Macs since the beginning. Both computers were immaculate, well cared for, in a smokeless studio, had never traveled and were completely cleaned and reformatted - by myself, with loving care. We then heard back from Phobio that the $240 quote we received for the Air was now reduced to $80 due to missing pixels on the computer screen. They attached a fuzzy photograph of a reflection on the screen with a red line around it indicating the "damage". This computer has no damage whatsoever. It was lightly used by my wife and professionally maintained by me.

I was shocked to see the number of complaints just like mine, currently on the Revdex.com website, where Phobio claimed damages that did not exist and reduced their offer by 2/3. As a result I have also written to Apple about this because it was their reputation, not Phobio's which made us trade our computers in the first place.

Considering their perfect condition, I would like the original offer paid for our computers. And I would like an Administrator to call me soon to resolve this.

Phobio alleges screen damage on my trade-in iPad, which I have detailed video proving it was flawless before shipment. Lowered my trade-in offer.
Phobio alleges screen damage on my trade-in iPad, which I have detailed video proving it was flawless before shipment. As a result, they lowered my trade-in offer and are not honoring the original valuation.

I am including video documentation of the actual working physical condition of the iPad that I traded in, showing a flawless screen with no dead pixels. In fact, it even still has the equally flawless, undamaged tempered glass screen protector on it. This single shot video also includes me packaging up the device in Phobio's included packaging.

***

I take these videos precisely to the avoid the types of scenarios where my device value magically gets downgraded once it arrives at the Trade-In center. Thus, if in fact there is actually is damage to the screen, it happened AFTER I shipped my device to Phobio and I am NOT liable for it. Additionally, I would like to see documentation that such alleged damage even exists in the first place; the tiny pixelated image included in Phobio's original communication is not acceptable evidence of screen damage.

I had a very good experience working with this company despite some pretty outstanding difficulties. While the cause is still largely unknown, Fedex has not appropriately handled the return of my product to Phobio (the arrival of the package was timely, instructions clear, etc) and when I reached out to Phobio after waiting for 7 days for Fedex to do anything, I was given EXCELLENT customer service. The CS professional who handled my call took thorough notes and I felt like he listened well. He made it clear that he was escalating the issue and sure enough, within 12 hours, I received an email from the manager and she made it clear that this was not my error and while it was likely Fedex's problem, Phobio would handle it from here and that my money wouldn't be impacted.

Thanks

My device arrived locked (it shouldn't have been) but after a few phone calls, the issue was resolved and I received my full valuation. It wasn't a 100% smooth process because of the lock screen but I will say that every time I spoke to a service rep, they were very helpful and knowledgable and on top of things. All in all: a successful experience and I received the full quote.

Traded in my iPhone X, perfect condition, not a scratch on it. No information on it. Sent it in for $230 and they revise the quote to $0.00 because the device I sent "iPhone X 64gb" didn't match what I said I said I'd send "iPhone X 64gb" how this makes sense idk. They told me this happens all the time and people go for it. Really? What a *** business. *** this people. Why even offer nothing? Just send my *** phone back. How *** sad Apple is affiliated with such a *** group of people they like to call "Phobio"

They stole my Mac Book Pro (2019) and won't return
I sent in a 2019 Mac book pro in prestige condition, only used 3 months. After sending I asked for the device to be returned before it ever got to their site since I read the awful reviews from them. They have not contacted me back and will not return my device and charger back to me. That is a $1,400 computer they have
affectively stolen, and if they do return, I doubt it will be in the same condition, even though I have pictures of it from right before I sent.

Update from a previous review - expiration of credit a bit of a hassle but contacted customer service and they were prompt in resolving in full.

Previous review:
Like a debit card rebate program, part of their business model seems to be making people take extra steps to claim credit within a specific time window, counting on some to fall through the cracks. Beware that 'trade-in' does not directly equal 'merchandise credit'. Working a complaint with them now. Will update if able.

Amazing! Superb! Marvelous! (Insert an adjective to describe heroic level service)

I spent HOURS - DAYS trying to get my trade in credit from Apple. They kept routing me to specialists and other random departments. Finally, this afternoon an awesome apple csr knew about phobio and gave me their number to call. He promised they would be able to help me. He was not wrong! Matt A was able to verify, resend my trade in credit in less than 5 min! Pretty sure I took up 3/5 min to thank him and complain about Apple.

Anyway - great service! I really appreciated the whole exp.

I sent a MacBook Air as part of Apple trade-in. My $130 trade in value was not offered based on fabricated claims that the laptop is damaged.
I traded in a 2012 MacBook Air with an agreement to receive $130 in trade in value toward a newly purchased MacBook Air from the Apple store. Phobio claimed my screen has "Delaminating or Worn Display Coating," a problem that is extremely rare on LCD displays (it is a problem on newer retina displays). Phobio offered me only $40. I took detailed pictures of my laptop anticipating the company might try to fabricate a problem with my laptop. I have not been able to get a hold of anyone to get an explanation.

The initial offer for trade was $490, upon receipt adjusted to $50. Photo of "damage" without confirming it was actually my device. 2 weeks arguing.
I negotiated a trade value of $490, upon receipt of device this was adjusted to $50. When I asked to confirm the "damaged" device was actually mine they sent a picture of the corner of a laptop. There was no way to confirm if it was actually my device. I know it has no damage. These photos need to include the serial number or IMEI number so the customer knows the device is actually their device. I complained immediately. This was escalated to a supervisor. She was to respond within a week. She has not. I filed a second escalated complaint, still pending response. This business is unethical with unethical business practices. It's a bait and switch. These practices need to stop. I disclosed honestly what I owned why is this so difficult.

Was quoted $320 for a 2015 MacBook Pro. Dropped quote to $120 alleging "screen damage".
I sent my 2015 MacBook Pro to Phobio on 6/25/2020 in proper working order. It was received by Phobio on 6/29. On 7/1/2020 I received an email stating that my trade in value had been decreased due to "damage relating to the display" along with some vague description about how the screen must be free of cosmetic defects. The image they attached of the "damage" appears to be nothing more than a smudge or a fingerprint. I accepted their offer on July 2nd because it appears they do not have an appeal system. You either accept their low ball offer or you have them ship back your now supposedly broken device... Apple should reconsider their relationship with this company.

Solved issued quickly and courteous. Wanted to ensure proper delivery of funds and customer satisfaction

Excellent customer service and very fast processing my trade in. Very satisfied

Mathew A did a great job of restoring my gift card, and making me feel better about having accidentally deleted it. Very good customer service-I could hear him speaking clearly and distinctly. Thank him for me.

Mat did a great job solving my problem with a credit issue.

Traded in my computer and was told I would receive a trade in value. Never got a check or a gift card.
I got an email from Phobio asking to confirm my quote on 8/20/19. I then got another two emails saying that my quote was being revised and after accepting it that my gift card will arrive soon, on 9/16/19. They told me it would arrive in 3-5 business days. That never happened. My confirmation number for this trade in order was #XXXXXXXXXXX

2018 MacBook Pro trade in
So I recently initiated a trade in with my fairly new 2018 MacBook Pro with an original estimated value of $1010 of trade in. Apparently, due to a "delaminating display" my trade in was reduced to $360.00 and a customer service representative told me that no matter how little the "damage is" it is automatically reduced to $360. I feel as though that nothing was wrong with my display nor is it worth a $700 difference in trade in. Especially when I found out Apple has a program to repair this display for free.

The first agent I spoke to was incredibly kind and helpful. Unfortunately, I forgot their name, but they got me in touch with Dee M. who was patient, kind, and incredibly understanding. Definitely made my experience wonderful

Watch out for their trade-in service for Apple products. I sent in a Macbook Pro that was in great condition with the box and packaging they sent me; however, the screen was damaged when they received it. I got an email saying that my trade-in value was lowered to about a third of what I was quoted. When I reached out to their customer support, I got no answer. Later I got an automated email saying that I could either accept the offer or have the laptop sent back to me. This is extremely frustrating as I had no option to send the laptop with insurance. I also saw online that other people have experienced the same problem. Apple is now allowing people to trade-in their products in their stores in person. I strongly recommend that you do that and avoid Phobio.

In short, AVOID THIS COMPANY!!

I sent in my old MacBook Pro for trade in, which was completely in a good shape. However, Phobio reduced the valuation to $160 for "Display Delaminating", which is a total BS. I have always been a loyal Apple customer and I had no problem trade in any of my device before in Apple store. I used this company just because Apple stores are closed due to COVID and this is Apple's designated partner.

Alright, this is fine. I thought I can just get my device back and maybe give it to my mom to use as a spare one. However, what I received is a highly DAMAGED device and a charger that's NOT EVEN MINE!

For the device, it keeps flashing an icon with question mark, probably indicating some problems with the disk.

For the charger, Phobio sent back a DIRTY MagSafe charger, where my Macbook Pro can only use a USB-C charger. Don't you know MagSafe charger cannot plug into a USB-C port?? THEY SIMPLY DON'T FIT TOGETHER!

COME ON, if you want to steal the good one from me, at least send me USB-C charger? You are not even doing a good job as a fraud LOL. I'm surprised you can make such a mistake after stealing/ripping off from so many customers here.

It's a shame that Apple still partners with this company. What surprises me more is Apple takes no liability afterwards. It seems Apple has no control over this company, and if anything happens, you will be dealing with it yourself.

Again, I have been a loyal Apple customer. Now I doubt if I can trust Apple anymore.