Phobio

I did an Apple Trade-In with two different devices through Phobio. The first one went smoothly, without any hiccups. The second, not so much. When I called, I was told that they had attached two return device tracking numbers to my trade in which caused confusion on the tracking of my return status on their website. Luckily, I had asked for a receipt at FedEx when I had dropped off my device, so I had the tracking # and was able to see when it was delivered. But, even after being delivered, there was a delay in scanning which lead me to another phone call over to Phobio. I think I had called Phobio at least three times before I was able to get my gift card. Each time, the customer service rep was helpful and understanding. The last phone call I made, I was reassured I'd still get my full trade in value and it would be escalated to a supervisor so that I'd receive my payment promptly. Even though there were missteps in the process and it took a little longer than usual to get my payment, I would definitely use Phobio again for device trade ins.

While the company was quite slow to respond, much longer than they should be, given what business they are in, which is recycling computing materials, there is one person who deserves a great deal of respect out of that business and his name is Jahmari T. a operations manager. He has taken over my case, and has moved a situation that had been stagnant for an entire week to having it taken care of in 5 to 7 days. Had it not of been for him, I am not sure where I would be. Having my new computer is mission critical since I am a physician and using it for telemedicine, and do not have a computer, but only an Apple iPad Pro, which is a wonderful device, but it is not nearly as powerful as a MacBook Pro, which is what I need my gift certificate from Phobio from. I do have a complaint about Apple, because they could have set it up to have put the refund on my VISA card and allow me to go ahead and order the computer and let Phobio. just give the credit to Apple, but Apple never allowed me that action. So that is a complaint I have on Apple Computers, Inc. Nonetheless, great praise goes to Jahmari T. for his help. This could not have been accomplished without him. Phobio is quite lucky to have him in their operations.

Phobio does not require customers to provide documentation of condition of computer prior to shipping to them. They ask for it when there is an issue.
I completed a trade in request on Apple's website. I accepted the price offer (around $475) and followed the instructions for shipping back to them. They did not ask for any videos or pictures prior to my shipping the unit back. After they received my iMac, they sent me an email with a revised offer for around $150 because they said there was damage to the screen. I thought maybe they had the wrong iMac so I declined to accept there offer and they shipped the unit back to me. Upon receiving it, I plugged it in and immediately noticed a verticals line going down the screen. That damage was not there prior to my shipping it. I have since emailed there customer service and asked them to pay the original quote but they refuse stating that they nor Fedex are to blame for the damage...but I am not to blame either. How can I prove who did the damage? I told Phobio that they need to change there process and ask for proof of working condition prior to a customer shipping the computer. In the meantime, they should do what is right and pay me the original quote of $450 because they cannot prove where the damage was done. It is a direct result of their poor processes that they do not know. More customers will get hurt by their bad business practices. Please help push them to make this change.

Do not trust them. They said the find my iPhone is enabled on my Samsung device. I tried to ask for more details and they said they couldn't help. I asked for my phone to be returned, but they said I have to go to the website and select return. I searched the website and there is no such thing. Now I have to wait for weeks to hopefully get my phone returned to me. I tried calling their customer service phone number. I made my selections at the beginning, then you either get hung up on (the transfer fails) or it goes to complete silence and nothing happens. I gave up on them, I'm just hoping they actually send me my device back because I have no way of contacting them if they don't.

Received an offer on my MacBook Air for $90 and mailed it in. Upon inspection they claimed it had a "dent" which wasn't there before
Mailed in a fully operational and non dented MacBook Air for $90 as quoted, they claim it now has a dent and would only give me $20. That's scamming the consumer to damage their product to get a better price and still buy it to resell with profit.

They sent my computer back and now the SSD storage is now messed up. I can't even boot into the computer anymore.
I sold my Macbook to these guys and when they quoted me a lower offer than what was estimated I kindly declined and wanted my computer shipped back to me. Upon receiving my machine back everything was fine except that they did something to the SSD and now my computer cannot even recognize it when booting up. I have to take it into repair at the Apple Store because someone over there messed it up, I don't even know. When I sent it in everything was fine and the new startup screen appeared when I reseted it. So I know that they did something to the machine that it is not even booting up anymore. These guys are terrible. I read another review about this same issue. Nobody is addressing this issue.

they damaged my laptop
I used Apple.com trade-in service. Sent my laptop for trade-in. The Phobio changed its initial value, $900 to $300. They said it has flickering and dead pixel problem.

I rejected their offer. They sent back my laptop. I took it to apple store. They tested it. There is no flickering and dead pixel problem with it. However, they reported there is orange color on the screen and it needs to be replaced.

Phobio damaged my laptop.

I received exceptional customer service and my problem was immediately resolved.

Was most helpful and went above and beyond the normal follow up in helping me.
She was very professional, patient and kind.
I am very pleased and greatful for her assistance in resolving my problem.

Stay away! If I could give less than 1 star I would. I assumed Phobio was a company with pretty high standards considering Apple partnered with them. Boy was I wrong! After getting my quote I shipped them my laptop. They said if I included my charger it would be worth more so I included two complete chargers which included the power adapters. When they finally examined my device they determined that it was worth $0 because the plastic piece covering the hinge was sticking out on one end. What?! Thats the cheapest part on that entire laptop. At that point they asked via email if I wanted them to send the device back to me or let them keep it. *** no, I'm not letting you have my laptop for free. I had them send it back to me and when it arrived the first thing I noticed was not a single piece of the two chargers I sent made it back to me. Then I found that the bottom of the laptop had deep scratches in the aluminum. I immediately contacted them via email and they said to send it back to them and they would honor the original amount they quoted. I emailed them back and asked for a return shipping label. No reply. I did that several times over a period of three weeks and never received any type of communication. I know the email was good because we had already gone back and forth on it. I couldn't find a number for them so I contacted Apple about the matter. They told me because it was a third party there was nothing they could do other than get me in touch with them. I was pleased with that. I asked the Apple rep and he said he alone had thousands of similar complaints. Well, shame on me for assuming and not doing any research on Phobio. I googled Phobio later and couldn't find anything good. When I got in contact with Phobio they agreed to send me a return shipping label which took another week. After sending it back, two more weeks went by. I'm trying to be patient because I am at their mercy. I called them to see where the progress was and they said I needed to talk to their supervisor. Keep in mind, I stayed calm and cooperative the entire time but it was clear that the supervisor was avoiding talking to me. Three more weeks went by before I got her on the phone and she acted happy to give me the refund. So why the run around? Probably because they hope if they make it this difficult people will give up.

Sent in phone, recurved no payment and can't get a straight answer about it. I feel I was scammed out of my phone by them. They refuse to help and then blame me for calling them about it. Poor customer service and refuse to put anything in writing.

I can't speak for the entire company, but Support Supervisor Dee M. gets 5 stars. She went above and beyond to help resolve my issue. She was professional, responsive, and pleasant to deal with. Very satisfied with my experience.

When I had an issue it was dealt with immediately.

I know Matthew A. because I called Phobio customer phone number. He identified himself first. He assisted me with my trade-in payment issue and did his best to make it as easy and understandable as possible. He followed up promptly. He was so patient while talking to me via phone. Matthew A. is a great customer advocate.

Phobio damaged my Apple iPhone 7 during the trade in process devaluing the phone from $80 to $0.
I sent in my IPhone 7 to Phobio as directed by the Apple Trade-In process online. After Phobio received my phone, they told me that my trade in value had changed from $80 to $0 citing "unable to complete our erasure process fully to satisfy the level of security necessary in protecting your data. This may indicate additional issues or software locks".

I had reset and erased and unlocked my phone prior to sending the phone in. So I requested that phobio send my phone back. After I received it, the phone doesn't even turn on anymore but stays suck on the Apple reboot screen. There are random white lines that appear that weren't there before. In addition, there is a gasket sticking out of the SIM card port that was probably left during the disassembly process. They messed my phone up during the trade in process and then tried to lie and say that they can't give me any money for it because of security locks on the phone when there were none! I tried reaching out on March 5, 2020 after receiving their email about it with no response.

Phobio Confirmation # XXXXXXXXXXX

I traded in an old Apple phone through Phobio. The process was simple and I got a fair price to be delivered in the form of an Apple Store Gift Card. A technical issue delayed the payment and, when it was sent, the e-mail went astray. However, within 24 hr of notifying Phobio of the problem through their website, I received a replacement gift card. While the best outcome would have been to have no problems, I was very impressed by how quickly their service recovery team took care of this. Thanks, Phobio

Matthew A. responded quickly to my request. His instructions were easy to follow and very helpful!

Jahmari T was awesome. I had been on the phone for over one hour talking to Apple, The Virtual Reward Center and got nowhere. Jahmari was able to get the information I needed and let me know how to proceed going forward.

If possible I would leave less than one star! This company is taking items that cost people hundreds to thousands and giving them hope and people receive nothing!

I was quoted by the Apple website at $320 for a paid off thousand dollar phone, the screen was crack, which I was clear about. Phobio then quoted me at $270 for the damage on the phone. Fine $50 off the originally quote for a cracked screen, that's fine. Once they received my phone they tried to offer me $30! They literally told me the quotes on the Apple website are not what they, by apple, are permitted to give back. So Apple.com is wrong, I called apple and they said we stand by our prices on our website and the process you have to go through for a trade in.

This company is a complete scam!!! DO NOT SEND YOUR PHONE IN!

Their customer service is terrible and refer anyone's complaints to Apple, because "this is the spreadsheet they gave us"!

FIND ANOTHER SERVICE TO USE! THIS COMPANY IS APPALLING AND TAKING YOUR MONEY!

My faith is restored in businesses because of Phobio customer service. To make a long story short, the shipping risks are significant if you do not drop off the package at an official Fedex Shipping Center where they weigh your shipment at the facility and it should be 4 lbs without the cord. My item was stolen between the drop off point and Fedex pickup so I had to go through the difficult process of talking to FedEx customer service and Phobio Customer Service. Phobio was very direct and precise about their procedures but at the same time they were very understanding of my circumstance. My customer service agent Dee really listened to my situation while at the same time reinforcing the recommended shipment procedures, especially dropping it off at an official "Fedex Shipping Center". In the end I really felt heard, valued and respected. This was a difficult situation but the result was more than fair and that age old term of "take care of the customer" was definitely applied to the best of their ability. Thank you Phobio! Thank you Dee.