Phobio

Excellent Service and Assistance for Apple Trade IN For the Progress of My New IPad

Service has been, unprofessional, scam like and company has failed to follow good business practices.
On March 24, 2020 I placed an order through the apple online store for a new 13-inch Mac Book Air, order number***. Within this order I opted to also initiate a trade in of my 2015 Mac Book Air, Apple estimated the value of the device to be $210. Since receiving the trade in package, from their Trade-in partner Phobio, on 4/14/2020 I shipped the old laptop back right away on 4/17/2020. On March 23rd Apple, who relays communication for their Phobio trade-in partner, notified me that they hadn't received my device and placed blame on FedEx for shipment issues. After persistence on my end and many long waits on the customer service line, I was able to locate the package after a month of believing it was lost in the mail and find out that in fact it had been delivered to Phobio on time (within the 14 day requirements) on 4/21/2020, 4 days after FedEx picked it up for shipment on 4/17/2020. Once my device was reviewed for value assessment on May 7 2020 I (1) received no communication in regard to a revised trade in value and (2) still would not have known they received my device had I not called Phobio myself on 5/12/2020. In regard to the revised trade-in value, my laptop was assessed at only being worth $80, 160 dollars less then the estimated value. Phobio's reasoning on this reduction is that the Display is not functioning Properly (Lines, Flicker, Pixel Damage) and that there is physical damage on the corner near the charging port. Both of these issues were non-existent when I packaged the device up for return shipment, and had Apple stores not been closed due to COVID-19, would have been evident if I was able to drop off my trade in device at a store location. In fact my device was in such good condition and working so well I debated at great length whether to purchase a new one or not. The final decision was based off the trade-in value and that resulting in a price to hard to pass up for a new device. Following communication with Phobio on May 12, I filed a dispute into the changed amount and was informed my trade-in offer would remain open until the dispute was settled. However, that communication regarding the dispute, came in the form of an email last night (5/24) at 10:30pm saying, we can't process your request. I also received an email yesterday at 8am reminding me that my decision on the 80 dollar value was due in 2 days, which would be the 26th. having not yet received follow-up information regarding my dispute I chose to follow up with Phobio today, May 25th when I was told that my trade-in offer was set to close today and the device is being shipped back, there is nothing I can do.

Matt was very helpful. Very polite, and appreciative of customers. He was one of the best customer services I received.

The representative was very polite. He communicated well which is a good asset to the company. He is someone you should be investing in and keeping him around I was very happy with customer service.

I had an issue with a trade in and Dee M. took care of it for me. She was very professional and understood why I called. She had extended herself so personably which is hard right now during this pandemic. Thank you for all you did!

Matt A. is a great Customer Advocate! He was extremely understanding of my situation and got it all figured out!

We had waited an unusual amount of time to receive feedback about the iPad we sent in for review and inspection. We were told there was a problem and they would investigate. Within three days we we're told the iPad had been located and would be delivered. Our second contact, via email, we were told our estimate of value would be accepted.

Thank you for your tenacity!

Sent in a Macbook Air for trade-in through Apple and was quoted $190. When I sent out the laptop, it was in perfect condition; however, Phobio claimed there was an issue with the screen and only offered me $70. I refused since I knew I could do much better elsewherebut when Phobio returned the laptop, there was suddenly screen damage that previously wasn't there. At best, this is negligence; at worst, this is a scam.

Matt was very helpful and friendly. He resolved my issue promptly.

Phobio lied and claimed that my laptop was subject to manufacturer defect due to screen delamination when a perfectly working laptop was sent.
Attempted to reduce trade in value from $890 to $310. Unwilling to reason whatsoever. Blamed it on Apple and sent me in a loop.

Can not agree their technical inspection for the trade in value.
I am in the process of trading in my ipad air 2. This ipad, especially the screen!!! is literally perfect as new. Now the message from them is you have bad LCD screen.

Of course I can decline the trade in deal and they can ship back.

Now the problem is: how can I trust them to return me the device with my original screen!!!

Wonderful Company. Process was incredibly easy and they handled my minor issue with speed and customer service excellence! Thank you to Dee. Really appreciate them going above and beyond with communication.

Matt was very professional, kind and funny.... He took control on the situation and fix my issue with my trade that I've been trying to set up for at least 3 weeks now.... He is an asset.... Thank you Matt

Deceptive practice - bait and switch tactics - false representation of inspection results for laptop "trade in" value.
Apple site for trade in of laptop for gift card refers to this company. Received estimate of $590 for trade in in exchange for apple store gift card. Shipped device. Offer reduced by company for "damage" found during device inspection.

Device in perfect working order when shipped. "Proof" was a photo of a computer screen with NO identifying information - eg. no way to tell it was my device.

Offer reduced to $200 for device.

Requested proof that this was my device - they won't provide.

Advised the device was in perfect condition when shipped and that any damage was done during their chain of custody.

Googled their company and other's experience. Low and behold - EXACTLY what happened to me - down to the screen shot of a laptop screen with "two red dots" as proof of damage was described on the site by another customer.

I am not the only one that once the device is "inspected" - the offer reduced dramatically.

Multiple time I requested proof that the photo was my device - refused to provide.
Requested detailed information regarding their SOP regarding handling of customer's devices to ensure no damage is accidentally done while in their chain of custody - could not provide.

Requested to speak to Supervisor - as this is feeling very deceptive - was told no one was available but a supervisor MAY call you back regarding this issue in ONE TO TWO BUSINESS days.

Link to others user experiences regarding their device trade in below. Multiple users describe the same experience AND screen shots as I received and also refused proof that this was their device photographed.

I had never used Phobio previously, but had just traded in my Macbook Pro through Apple who uses Phobio to process their trade-ins. There was some delay initially. It took almost a week for them to send out the trade-in kit, then I didn't hear anything for a week after they received my trade-in... until I after had sent a couple email inquiries and then eventually called.

Once I finally talked to someone, they were very responsive and got everything taken care of, with my gift card issued within a few days. So, I'm chalking the initial poor response and delay up to the pandemic situation we're all currently in.

Bait and switch. Sent in a phone in perfect condition and then they decided to quote me 0 bucks for "screen damage" which there was absolutely none. This hasn't just happened to me. Just take a quick look on google "Phobio lcd issue" and you find tons of confused people who received bad quality grainy photos of a screen (with no way of confirmation it's even their own device!) as an excuse to either lowball or outright say their device is worthless. What's more, when these people receive their device back from Phobio it is actually damaged unlike when they sent it in. Total scam. I'm honestly shocked Apple has partnered with them and I will also be contacting Apple to discuss.

Submitted my computer with no damage to Phobio
Phobio sent back offer from $190 to $60
Idid not accept this offer
They did not return computer

I requested a buyback for Phonio on the website. The offer they gave me was $190. I received the box to send my computer back, I sent it to them at the time there was no damage and working properly. A few days later I received an email that my offer was $40 dollars instead of $190 and subsequently the offer had been accepted. I did not except any offer. I tried to call them but their hours are open 8 AM to 12 and I was unable to get ahold of a representative, so I immediately sent them a detailed email. The next day I spoke with the representative that stated the computer was in the facility and that they could send it back and saw where I had sent email and apologized. Next day I received an email and my computer had already been reassigned and stated that I must have excepted the offer because they have a two step offer acceptance. Not only did I feel I was bait and switched but when I tried to resolve it they covered it up and tried to tell me it was my fault since they have a "two step offer acceptance" . I have never received my computer back and they sent me $60 Apple credit. I feel as if my computer was stolen from me

While obviously dealing with challenges and delays due to theCovid-19 crisis this company was nevertheless able to handle my business in an expeditious manner. The customer service department was a pleasure to communicate with.

Issues with trade in service for computer due to misleading information on the site and in correspondence as I went through the process.
I just tried to trade in a MacBook Pro with Phobio (confirmation number XXXXXXXXXXX). I was disappointed with your service.

First, I was notified that they had received the device but after not hearing again I checked the status and found that it had been inspected and I had until May 15 to let you know my decision. I never received an email to let me know about the inspection and I can find no where in Phobio's information where it says I have to be checking up on the site for status changes.

Second, the offer was decrease from 480.00 to 180.00, because the screen wasn't cleaned. The screen worked fine and there were no issues with the computer, just normal wear and tear, so what gives. Again no where in the information provided does it say that I needed to clean the screen or the offer will drop by 300.00. Had I known I would have done that.

I find these practices to be misleading to the consumer and taking advantage of the situation.

I contacted the support center and received a favorable response and outcome within 2 business days.