Phobio

After calling the Phobio number and talking to a very kind and helpful gentleman, I received the promised follow-up email from a support supervisor and a solution to my problem the next day.

Phobio was the company that handled the Apple Trade In program for my MacBook. I had a lot of problems initially, some of my own doing, and some due to recalls already issued on my model MacBook, both of which resulted in many calls to Phobio Customer support. Each time I contacted the Customer Support at Phobio, I received excellent service from wonderful representatives who very much made me feel heard and addressed my issues and concerns wonderfully. Specifically, I'd like to thank Kiara, Derek M., and Matthew A., who are the reps I spoke to on the phone and through email who helped me with my Trade-In.

Sent Ipad for trade in to get apple gift card, they said it was damaged and is worth $0.0.
Trade Summary for Confirmation #: XXXXXXXXXXX, Ipad was shipped on February 11th, it was in perfect condition, using their packaging and directions, they claimed that it had cracks or dents and my trade in value would by $0.0.

Matthew A. at Phobio was very thorough, knowledgeable, efficient, and helpful in solving a problem that I had with an iMac trade-in. He is a good communicator, understanding my problem and explaining how it could be solved.

Company alleged that my laptop arrived damaged so they cannot honor the original trade in value they quoted. Picture they attached shows no damage
I sent my laptop in for trade in via Apple. I followed the directions for wiping it and packaged it and mailed it to Phobio. I received an email (Confirmation #XXXXXXXXXXX) where Phobio offered me $480 less than the original quoted value because they claimed the computer arrived damaged. They attached a picture of the laptop with no visible sign of damage. I called their customer service rep, who told me she could not see the damage and would escalate the situation to a manager. Have not heard back. Requesting that Phobio honor my original quoted trade in value ($660) as this is a total scam.

Phobio damaged by Apple MacBook and artificially devalued its trade-in worth. Phobio owes me the original $190 trade-in value for damaging my laptop.
On 1/6/2020, I initiated a trade-in of my MacBook Air (Core i5 1.4GHz 13" (Early XXXX) XXXGB SSD), under Trade #: XXXXXXXXXXX and Confirmation number: XXXXXXXXXXX. I had no choice but to send my laptop through Phobio's "device trade-in" service contracted by Apple. At the time when I shipped my MacBook to Phobio, the device was in superb condition: no external, screen, or keyboard blemishes, undamaged screen, functional operation system still viable for work and personal use. I shipped the device in the shipping box Phobio provided and mandated that I use, despite its insufficient protection of the laptop.

As Phobio has a reputation for defrauding customers of their legitimate trade-in values (as well documented on the Revdex.com website), I photographed my laptop before placing it in Phobio's untrustworthy shipping box, to certify that the device was in excellent condition at the time of its shipment.

I shipped the device in the Phobio-provided box through FedEx on 1/15/20, and the device was both confirmed as delivered by FedEx and received by Phobio on 1/20. After 7 days of complete unresponsiveness and inaction, Phobio sent me a notice that my trade-in value had been re-evaluated from its initial $190 to $70, citing: "Revised Offer Details. Display is Not Functioning Properly (Lines, Flicker, Pixel Damage). Your trade quote has been revised due to damage related to the display (screen). To qualify for the full quoted value, the display must be free of any cosmetic damage (cracks, breaks, etc.), free of any functional damage (lines in display, flicker, lighting issues, dead pixels), and not exhibit any signs of damage."

Phobio gives only two options through its service: either accept the updated trade-in quote, no matter how discrepant the estimate is from the true value of the device and its original estimated value, or else decline the offer and ask that the device be returned. Both options are utterly unsatisfactory and unacceptable.

If Phobio did not damage my device when I entrusted it to them, then these claims are verifiably false. I documented the state of my laptop with photographs before boxing the device, precisely because of Phobio's reputation as untrustworthy and with extremely poor and inconsistent customer service. As documented in other customer reviews, the Phobio playbook is the response, "if you are not satisfied with your updated trade-in value, too bad. You can decline the new offer, and we will return to you your newly damaged item that now has substantially less value than it did when you sent it to us."

Even more egregiously, if Phobio is being honest about the damage which itself is dubious given its untruthful practices documented on the Revdex.com website then it has caused material damage to my device that costs me at least $120 (based on the change in its estimated trade-in value), and greater still if I were to pay to repair the screen damage Phobio caused. If Phobio did damage my device, then it is liable to pay me the full value of the device, $190 by its own estimate. This represents the absolute least possible remittance acceptable given their gross negligence in handling my device, mismanagement of the trade-in process, and appalling customer service.

Revdex.com must act to intervene and prevent Phobio from doing substantial damage to customers' high-value electronics with total impunity. Apple must also actively explore a more reliable and trustworthy alternative to Phobio that can process its device trade-ins, or risk losing any semblance of credibility.

Phobio is obliged to issue the full $190 trade-in credit as originally promised, as the purported damage is either falsified to provide an artificially low trade-in value, or else the damage is genuine and was due to gross negligence on the part of Phobio. In either case, Phobio it entirely at fault and must assume complete financial responsibility for the monetary damage it has caused.

Sent in Macbook Pro Retina 15" with original quoted $560. The quote was revised to $200 with "Delaminating or Worn Display Coating". The picture this company provided is not even clear and is very BLURRY. I could NOT even tell if the picture is from the laptop that I sent it or just one of the random pictures being uploaded to lower the offer. The "delaminating coating" seemed to be around the camera from that very blurry picture, but I just cannot believe it as the coating around that area was perfectly fine when I packaged and shipped using the shipping kit they provided. When I emailed them and asked for more information, they just straightly ignored with no response. With that many reviews online about Phobio returning the devices with even more damages, I had to reluctantly accept their offer to cut the loss to minimum. The whole process, including the delayed shipping of the trade-in kit to me, is just awful. If I can provide zero star, I would.

Phobio is a bait and switch company. They provide estimates for Apple Devices on Apple's website only to receive the device and then change the estimated value. Apple ultimately should own this, but they push any complaint back on Phobio who refuse to answer the phone 90% of the time.

In our situation, we began our trade in on Apple's website. The system told us that we would receive $470 for our 2017 21? iMac. Phobio then ships you an empty box so you can ship the device to them. The first box they sent arrived with damage. I called Phobio asking for another box and also asking what happens if the device does not arrive in one piece to Phobio. I was assured by the representative, Kierra, that if there is damage or a revision, you will receive the value quoted on the website. Since then, we have been unsuccessful in getting in touch with Phobio until today. Apple has not been helpful either ? they will not make changes or offer any empathy with the situation. In our situation Apple did manage to come up with pictures of the damage which are so grainy and dark we cannot even tell if it's our iMac. When I spoke to Phobio this evening, they noted that Apple never reached out to them regarding our dispute. Apple may have provided fraudulent pictures to us. In either case, Apple says Phobio is responsible for revising the trade in and Phobio says its on Apple.
Product_Or_Service: 27? iMac
Order_Number: wXXXXXXXXX

I agreed to trade in my 2017 imac, pending passing inspection, to Apple through it's subsidiary phobio.com for $1340.00. Per their contract, if the iMac was delivered within 21 days and passed inspection, they agreed to pay $1340 as an e-gift card within 5 business days. (phobiosupport.com/terms) "Phobio will honor the quote made for your Device. and you will be paid within five (5) business days from the date of inspection".

The inspection passed on 1/23/2019 (confirmation number three zero seven eight eight four seven two two five three).
They have not paid as of 1/31/2019 and do not respond to emails. They have kept my computer but shown no signs that they will pay for this. They have not honored their own terms and conditions.

I submitted my older iPad for review and trade in. I sent my device along with it's charger and cord for evaluation. I was given an initial trade in value of $40. The value of that trade in would be emailed to me in the form of an Apple gift card. When the device was reviewed, the company claimed it had no trade in value as there was a small scratch on the outside casing corner. When I asked that the device be returned, it was sent back to me without any of the chargers or cords I provided. Nowhere on the website does it state that peripherals will be recycled immediately and not returned. I now have a device that I am unable to recycle or pawn due to their fraudulent practices and now theft.
Product_Or_Service: IPad Gen 3 Trade In
Order_Number: XXXXXXXXXXX

We decided to use Costco's trade in service for a MacBook in December of 2019. They provide that service through Phobio.com. We gave them the appropriate information and they provided a trade in quote of $200 but informed that it would still depend on final inspection of the MacBook. They provided a package to send the laptop to them via Fedex. I followed the instructions, wiped the hard drive, packed the laptop with their packaging and sent them a perfectly working MacBook Pro. Within two weeks I receive an email stating that my quote has been reduced to $45 due to the laptop having a key missing and provided a photo. I can tell you with all honesty and my wife as a witness that the MacBook we packed was in working order, clean and not missing any parts. So my only choice was to decline the new offer and have them send it back. So not only did I not get a trade in amount but they returned to me a broken MacBook. I then decided to look into them more online and see that so many others have had this type of experience with them. They are conducting an unethical business and I hope it catches up with them.
Product_Or_Service: Laptop Trade in

I worked with Apple Chicago Lincoln Park location in June 2019 to repair my personal iPhone, and the device was sent to Phobio for repair. I received the fixed device in a timely matter and picked it up from the Apple Chicago Lincoln Park location. I bought my husband a new iPhone at the Apple Chicago Michigan Ave location in August 2019 and my husband sent his old iPhone to Phobio for a rebate; the phone was labeled damanged with no rebate value and we requested the item be returned and it was. In October 2019, I received a box with an iPhone in it from Phobio; a used white iPhone with Apple ID as b@icloud.com and serial number ***. I called Apple support, their system has no record of the trade because it is Phobio trade and due to privacy could not help me further with the Apple ID or serial number. I contacted Phobio many times, each time the representative had no record of the device or my name being tied to the device. I spoke with manager Dee M. asking why this happened. Phobio confirmed this was someone else's iPhone after many phone calls and sent me a return label; I returned the item after speaking to the manager. December 2019 the same iPhone is mailed to my name and address again. I call Phobio, and Dee M. supervisor is assigned my case again. Dee refused to talk to me over the phone, only via email. I have the device currently and I will send back with return label once I am contacted by Phobio with an explanation of how this happened.
Product_Or_Service: White iPhone, Serial #

This company is the device trade-in partner for Apple. I initiated a trade-in of my iPad for an Apple Gift Card and followed all of the procedures outlined to prepare the device (I have traded in numerous devices in the past, but never through Phobio, and have never had a problem). When Phobio received my device they said it was not properly unlocked, which it was. I contacted Phobio customer service and they told me to contact Apple, which I did. Apple confirmed my device was unlocked. When I responded back to Phobio they ignored my emails. Either they mixed up my device with someone else's or just no longer wanted to honor their trade quote and are making up the excuse that my device is locked. It's now been two weeks since I asked them to return my iPad, and they have not shipped it and have continued to ignore my emails. They have stolen my iPad. Or maybe they lost it, or broke it and this how they deal with it. They won't confirm the serial number of the device for me either. This place feels like a complete scam and I don't know why Apple continues to work with them.
Product_Or_Service: Apple device trade-in
Account_Number: XXXXXXXXXXX

I used the Phobio trade-in program for Apple products. I was offered $710 for my Mac Book Pro trade-in, sent a box from phobio with a pre-addressed fed ex shipping label, and instructions on how to erase my laptop. I followed the instructions and dropped my Mac Book Pro off at fed ex. Over two weeks later I received confirmation from Phobio that my package arrived. They indicated that they did not receive my mac book pro and sent a picture of a Thinkpad that they received instead. They said that the value of my trade-in was now $0. After 2 weeks of trying to talk with a supervisor at Phobio, I was sent an email telling me that they were not able to find my Mac Book Pro Laptop and that they only receive the Thinkpad. This company is a sham. Something happened to a perfectly good Mac Book Pro worth $710 once it left my possession. I was told by Phobio that they do not file claims with fed-ex and that there was nothing they could do. My laptop was either stolen at their warehouse or stolen during shipment, yet they offer no support or insurance for your product once you put it in the box that they send you. I am surprised that Apple would use and recommend such a dishonest company.
Product_Or_Service: Mac Book Pro
Order_Number: XXXXXXXXXXX

Phobio damaged my iPad and reduced their offer.
I sent in a pristine older iPad in for a $40 apple gift card. There was no screen damage on the device when I packaged it in Phobio's packaging and sent it via FedEx. Today I received notice that the screen was damaged with a photo of the damage and that the value would be revised to $0. I take meticulous care of my electronics, and that iPad in particular spent most of its life high on a closet shelf in a fully armored case and screen cover. I feel I am an honest person and sent in the unit as described, I cannot, however say the same for whomever handled and inspected my device over at Phobio. At best, this person mishandled my iPad and at worst, intentionally damaged it to save their employer from giving up a $40 apple gift card. Truly sad.

Fake advertising, trying to steal your perfectly working device.
I sent this company a perfectly working 11 month old iPad Pro for a trade in of $270. Once they received it they revised their offer to $0. The item they may have not counted on is that I took video of my working iPad (in PERFECT) condition before and after the hard reset and up to the shipment of the device. So its interesting they claim the iPad has issues when I can prove it doesn't. I just requested they return it and I hope they return it in the same condition I sent it or they will find out they tried to scam the wrong person.

They offered me $200 for my MacBook Air and then changed the amount to $70
I sent my old MacBook Air to Phobio after I was told online that I would receive $200. Before I sent it to them on November 8 2019 I had the Apple store check it out inside and out and they told me that there were no issues with it and in fact said there wasn't even any wear showing, it had all the feet at the bottom of it and was in good condition. A few days later I received the box from Phobio. I then sent it to Phobio with the box that they sent me and shipped it off FedEx. After they inspected it they dropped the amount I would receive from $200 to $70 and told me because it was damaged. I then called them on the phone and asked if the box was damaged and I was told that the box was not damaged. They sent me a picture of the damage and it looks like it was dropped and when it hit the floor in caught one of the corners. Since I put the unit in their supplied box and it wasn't damagat the time and the box wasn't damaged it could only have happened after it arrived at their facility. They insist that that didn't happen and even went as far as to blame FedEx but if the box had no damage I don't see how FedEx could have damaged it. I understand that accidents happen and asked them to take responsibility for what happened and they didn't even investigate to see if what I told them could be true. All I was told was take your $70 or leave it.
The trade summary confirmation number is XXXXXXXXXXX.

Bait and Switch quotation (like others on Revdex.com)
Similar to many of the other complaints, I submitted a 2014 MacBook Air and was quoted a value of $210 that was later reduced to $80 due to "screen damage". The attached picture they provided was completely useless. I have been using this computer regularly and the screen was in fine working condition. This is the same scenario reported quote regularly in other posts below.

Phobio's participation in the Apple Trade-In Program resulted in fraud and theft. Phobio is unwilling to investigate and resolve issues.
I sent Phobio my iPhone as part of the Apple Trade-In Program. On 11/01/2019, I received a confirmation e-mail stating that a payment of $220 would be e-mailed to me within 3-5 business days. An eGift arrived in my e-mail on 11/06/2019 for $220. Upon attempting to redeem this payment on 11/11/2019 at a local Apple store, I was informed that the eGift had a $0 balance. I contacted Apple (who spoke with Phobio) and Phobio directly multiple times between 11/11/2019 and 11/22/2019. I was initially told an internal investigation would be done. Then I was told that no investigation had taken place, and I needed to make a police report. I made a report with Bridgeview, IL PD on 11/22/2019. Phobio then e-mailed me stating that they are refusing to redmfund my $220 because someone else had already used it. I suspect that this may have been a Phobio employee, as the timing Of use is suspicious (eGift arrives on 11/06/19 into e-mail and was used by someone else the very same day before I even had a chance to print it out.). Phobio will not take responsibility for their abuse of privacy, lost funds, or withholding of merchandise (will not return my phone).

Phobio provided trade in value at one amount and then lowered it by 75% alleging that there was damage to the IPhone. Was shipped in PRISTINE cond.
Three weeks ago I ordered a new IPhone 11 from Apple. I was offered a "trade in" from Apple. Apple inputted the information from my serial number into the system and asked me questions about the condition of the phone. The phone was in PRISTINE condition and had been in a case since the day it was purchased. I paid for my new phone, and it was received the next day. A few days later, a box was received from Phobio to ship the phone in for trade in. I removed the phone from the case, removed the SIM card, wiped it clean, and shipped it to Phobio. About a week later I received an email from Phobio indicating that they had lowered the trade in value from $400 to $110 based on allegedly the phone was different model (although the sales person from apple inputted this info) and that there was "damage" to the screen. As support to this claim of damage, they sent the attached photo. They are now claiming that I sent the phone damaged which is just simply not true. When the phone left my possession it was 100% free of any damage. They claim to have inspected the Fed Ex box and there was no damage there either.

Based on the other VERY similar complaints on this website it is clear that there is a pattern of deceptive practices by Phobio. There is no possible way that one vendor could receive so many damaged products that result in fictitious reevaluations of trade in to SIGNIFICANTLY lower offers.

I simply do not understand that I need to take their word for "damage" yet no weight is given to my word that the product left my possession was undamaged.

If you look at the complaints on this site, there is a pattern of an approximately 75% reduction in "revised" values. This is a pattern of bait and switch and needs to be addressed. How Apple can choose to do business with a company like this who acts as their agent for their customers defies everything that Apple is about.