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Phobio

3100 Cumberland Blvd SE Suite 200, Atlanta, Georgia, United States, 30339-5940

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Phobio Reviews (%countItem)

This company devalued a previously quoted trade to less than half value and lied about damage to my device.
Initiated a trade-in through Apple which was contracted out to Phobio. After weeks of waiting, my initial quote of $320 was devalued to $120 due to "Delaminating or Worn Display Coating" which is blatantly untrue. When I packaged the item it was in near-mint condition without any display, casing, or other issues. Phobio also ignored phone calls, emails, and requests from Apple on my behalf to correct this poor judgement. I expect Phobio to honor the original quoted trade-in value immediately. I am not willing to negotiate this. I do not want the item back either, as it is highly likely that a company who operates out of good faith as Phobio does will send back my device damaged or otherwise altered. I'd prefer not to go to court over them damaging my device.

Desired Outcome

I want the original quoted price credited to my credit card account as was originally advertised.

Phobio Response • Jun 23, 2020

Thank you for reaching out ***.

A member of our Support staff has contacted you via email.

For additional questions/concerns, please discuss your trade with your case manager.

Best,

Phobio Support

Customer Response • Jun 23, 2020

Phobia refused to offer me a satisfactory response. I was provided only with an extremely poor photograph of some device which could not be identified as mine. Phobio denies any wrongdoing. I am having them send my device back to me, and will be pursuing legal action if and when I receive my device damaged.

I submitted my MacBook Pro for an Apple trade in 6/20 and it was accepted for the full trade in value. I have not received payment they said it was
I submitted my MacBook Pro for an Apple trade in 6/20 and it was accepted for the full trade in value. I have not received payment they said it was , I have contacted Phobio many times, spoke to supervisors and they were not helpful and I waited the full time for the refund to be made to Paypal as was instructed to me but never got paid. They have my MacBookPro worth $870 which was approved but they have not paid me out.

Desired Outcome

I would like to have my money paid out as promised and confirmed by the Phobio Supervisor

Phobio Response • Jun 30, 2020

Hey ***!

Thank you so much for reaching out.

Our records do indicate our Supervisor verified you have received your PayPal payment.

If we can assist with anything else, please let us know.

Best,

Phobio Support

Customer Response • Jun 30, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately the amount that was payed out was less than the amount quoted by 50$

Phobio Response • Jul 06, 2020

Thank you for explaining the issue, ***.

We want to make sure this is resolved.

A case manager has reached out to you via email, please respond to them at your convenience so we can get this resolved.

Best,

Phobio Support

Matthew A was very helpful when I had questions on a trade-in. He had great customer service, listened to my needs, and was very friendly as we came up with a solution to the problem. 10/10 service, thank you Matthew!

An Apple device trade in I initiated on May 16, 2020 has not been completed. The company is not replying to my correspondence.
I initiated a device trade in for a 13" MacBook Pro with Phobio on May 16, 2020. The trade value was $630 to be issued as an Apple Store GiftCard. My confirmation number is XXXXXXXXXXX. Phobio's shipping materials arrived May 22, 2020 and I mailed the device to them. Phobio acknowledged receiving my device on June 3, 2020. Since June 3, 2020 I have received no communication from Phobio. Email correspondence with the company has been unreturned. I have tried to call the company but no one will answer their phone. Phobio's website states that items will be processed within 5 business days; however, 10 business days have now passed. Additionally, Phobio's policies state that if they cannot provide the agreed upon credit that they will return my laptop.

Desired Outcome

I am seeking to have Phobio complete my trade in process and issue the $630 Apple Store Giftcard they agreed to provide. If they are unable to do so, then they must return my laptop.

Customer Response • Jun 19, 2020

I have received a notification from the business that my payment is being processed and should be received within 3-5 business days.

Matthew A. Customer Advocate @ Phobio is the best!
Wonderful experience!

Matt A was incredibly helpful in answering my questions that arose while prepping to ship my computer. I'm glad I was able to continue with sending in my device even without figuring out how to reinstall the Mas OS!

Was quoted a trade in price of 230.00 for my iPad Pro. They said it was damaged when they received it. Untrue
Sent my iPad Pro by *** in packaging they provided. My iPad Pro was in working condition when I sent it. It also had no damage or scratches on screen. They replied after receiving said iPad Pro had LCD damage and sent me a picture of the iPad with a red mark on it. When I sent the iPad to them there was no damage or red marks. Upon checking this company with Revdex.com I have found 287 complaints in the past 3 years filed against them. Out of the 287 complaints only 140 have been resolved. Not a very reputable company in my opinion. I asked them to return my iPad. I hope my iPad is the one they return in the shape that I sent it. I also am getting ahold of Apple Support questioning what kind of companies they deal with.

Desired Outcome

I would like my iPad returned in the shape I sent it and also I would like my complaint listed on both the Revdex.com complaint website and on Phobio's costumer complaint section.

Customer Response • Jun 23, 2020

Company returned my ipad

Mishandling of computer trade in.
Sent MacBook Air for trade in as part of Apple trade in program. Used Packaging and shipping label provided by Phobio. Trade confirmation number was XXXXXXXXXXX. Original trade quote was $150. When I shipped computer it was working perfectly. When Phobio examined it, they claimed that the computer display was damaged and reduced the trade value to $40 from $150. It either had to be damaged in shipping or by Phobio after receipt. There is no recourse for the consumer either from Phobio or Apple. In reading reviews after the fact, it appears that this is a common complaint about Phobio and their practices.

Desired Outcome

I would like the business to make good on their original trade in quote since the computer working perfectly and had no issues when shipped and was damaged by their shipping partner or by their employees.

Phobio Response • Jun 23, 2020

thank you for taking the time to share your experience with us. Your feedback is important to us and we certainly want to address any concerns that you may have. A member of our support team will be reaching out to you shortly.

Customer Response • Jun 23, 2020

(The consumer indicated he/she ACCEPTED the response from the business.)
Phobio contacted me today and resolved the complaint to my satisfaction. They agreed to pay me the $110 difference between their original estimate and their adjusted payment.

I could cut and paste my complaint of bait and switch. Amazing that they are able to continue to stay in business
Class Action?
I replaced my MacBook Pro 5/2020 with an Ipad Pro and opted for the trade in option of $180 5/18/2020 6/5 was informed package with device arrived
#XXXXXXXXXXX
Wed 6/10 informed trade in value reduced to $40 From $180
I sent a laptop in very good condition And they sent pictures that claimed delamination and some imperceptible damage to housing
The photos did not appear to be of my computer
I spoke with Darius at Apple who connected me with Josephina at Phobio. On hold for over an hour between all of this, everyone very oolite and seemed to be trying to help Josphina said I'd here from Terrance
Long email from Terrance G at phobio just stating same as revised 6/11
In the meantime read horrendous reviews from multiple sources about many many similar storiew also if returning equipment It arrived back to owner in disrepair and missing power cords.This was if I should choose to have it returned. They put you In a cery untenable situation where they hold all of the power. I opted to receive the reduced amount but I would still like to file a claim and I hope others are warned and informed before considering doing business with this company

Desired Outcome

I would like to receive the additional $140 as agreed upon when I honestly and in good faith sent you a laptop in ver good cosmetic and working condition

Phobio Response • Jun 24, 2020

thank you for sharing your feedback regarding your experience with our company. Your concerns are important to us and we want to make sure they are addressed. A member of our team will be reaching out to shortly in regards to your trade in experience. Thank you.

Customer Response • Jun 25, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
They lied and are deceeptive and continue to lie rather than solve the problem. My word against theirs, obviously does not count for much but the sheer volume of almost identical stories demonstrates that there are patterns and a problem of saying one thing and doing quite the opposite on the financial back of consumers. There cannot be that many truly surprised and outraged Apple customers without cause. You would think that after so much disagreement they would reword their screening questions and insist that consumers take photos of their equipment, inc serial numbr, before they ship to Phobia. I think they take great pleasure in their role in this horrible process

Phobio Response • Jul 09, 2020

We are terribly sorry to hear that you are not happy with your trade in experience and that you disagree with the inspection results.

We will pass *** your feedback to the appropriate departments and we thank you for sharing your experience.

Best wishes and stay safe,

Phobio Support

This is a scam. My mistake for not adequately researching the company. I feel not just ripped off by them, but Apple for contracting with them for trade-ins.

Mike L was AMAZING! Super friendly & super helpful. GREAT customer service!

Apple trade-in scam using third party company Phobio. They sent fake photos of a damaged laptop and depleted trade-in value.
A few weeks ago I sent in my good condition Apple Macbook Pro 13" retina 2015 model for a trade-in through Phobio, the company that Apple partners with for trade-ins. Much to my surprise, on 5/26/2020, I recieved an email from Phobio stating that my trade-in value was depleted from $330 to $120. The email stated that there was damage to the display, which I can ensure there was absolutely none. On top of this claim, they attached a tiny photo to the message that was hardly identifiable, showing what appeared to be a large crack in the screen. I have used this laptop for years and would have been aware of any major damage that they tried to claim was present. This is unacceptable, as I have been reading reviews online of their service and found abundant complaints of other people experiencing the same thing. It is an option to have the laptop sent back to you, but I read that people experienced Phobio actually damaging their electronics and rendering them useless to sell personally. If this crack is actually on my computer, it either became cracked in shipment with Phobio's packaging methods, or they damaged the computer themselves.

Desired Outcome

Due to my findings of Phobio's history of damaging products, I figured it be of my best interest to accept the $120 offer if that was the least I would get. I am seeking Phobio to reimburse me for the difference, of $210 in apple store credit that I was promised had the laptop been in good condition, or to provide me with actual photos that show the laptop to be mine and this crack in the screen.

Phobio Response • Jul 09, 2020

Thank you for sharing your concerns with us, ***.

A member of our Support staff will be in touch with you shortly.

Best,

Phobio Support

I appreciated the great customer service and amenable solution that we arrived. Thanks to Matt A. for his even-keeled demeanor- great guy. Thank you!

Sent my WORKING laptop in to be sold. They sent me my laptop back without a working SSD which makes it unusable.
I was quoted $360 for my 2014 MacBook Pro 13 inch on May 6th, 2020. I accepted the offer and awaited the supplied to be shipped to be so I could send them my laptop. Alongside the package, there were instructions to erase my laptop in it's entirety and ensure the Mac OS system was reloaded onto the laptop. I did all the steps that were outlined and even erased my laptop TWICE and reloaded the operating system TWICE to ensure everything was working and my laptop would pass inspection. I sent the laptop to them on May 21st as the shipping materials took longer than normal to arrive. Once it was sent, it didn't 'arrive' for inspection until June 1, 2020. On June 2, 2020, I received an email stating that my estimate had been reduced from $360 to $140 because 'the operating system could not be loaded' even though I had loaded the operating system myself TWICE prior to sending it off. I decided to refuse the trade-in and instead requested my device be shipped back to me. I received my device on June 7, 2020 and as I attempted to turn on the device, nothing happened and instead my laptop now didn't recognize the internal SSD. I immediately contacted Phobio Support to inquire what happened and instead of attempting to resolve the issue, they transferred me to apple support where a representative spent over 2 hours on the phone with me trying to solve a problem that PHOBIO CAUSED. When I called Phobio back again, I was told a supervisor would be in touch with me tomorrow but there was no promises anything would come out of it. Not only have they left me with a broken machine, now they're not even taking accountability for what they've done to my laptop. My reference number with Phobio is XXXXXXXXXXX and the email address attached to the reference number is ***@hotmail.com

Desired Outcome

I would like the amount INITIALLY promised to me. I sent the laptop in working condition and the company sent it back completely unusable.

Phobio Response • Jun 08, 2020

Hey ***,

A member of our Support Staff has emailed you in an effort to resolve your issues.

Please speak to your case manager through email.

Best,

Phobio Support

Great experience with Matthew A.
Resolved my issue quickly and courteously

Thank you

I was led down the garden trail. Initially my trade-in value was $530 for a 2015 MacBook Pro 15" which was working fine even up until I decided to upgrade to a new one. I was so disappointed when I saw your revised value of $190 for the trade in value. It still works I was using it daily (for at least 6 hours a day) up until I shipped it to you. I can't believe your business model, to give one price and then drastically drop the value, is legit. As the Subject Line above suggests, you are a RipOff.

Shanieka F. was pleasant to work with, knowledgeable, professional, and provided all the information I was seeking!
RP

Just got off the phone with Matthew ***. Couldn't be more pleased with the service! He was understanding, thorough and helped me fix a dumb mistake I made when sending in my computers. Great stuff! Thanks for the wonderful service. Looking forward to using you guys again and making sure I tell friends to use you too!

Mike did a great job handling my situation that arised, great customer service 10/10

Problem solved! Thank you, Mike L in Customer Support. Support like I received is a rare occurrence. Polite, knowledgable, and understanding. He "Rocked & Rolled" my questions and problems into answers and solutions. Great work!

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Address: 3100 Cumberland Blvd SE Suite 200, Atlanta, Georgia, United States, 30339-5940

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