Phobio
Reviews and Complaints

Do not send them your device. I was offered $260 for my 2 year old iPhone XR. After they "inspected it", they changed it to $65 and said there were screen scratches and sent me a photo of a phone. I can't really be certain that the photo they took was even of my phone. I really wish I took detailed photos of my phone before I sent it to them because my recollection was that it was mint. I called their support. At first, they told me they could do nothing because I already rejected the claim. Then the agent put me on hold then came back and said there were some light screen scratches and the box they use wouldn't cause that so my option was to have the phone sent back or accept their offer. I decided to get my phone back and I will try with another company. To say I am angry is an understatement. I have traded in at least 4 iphones before with no issues. I may have even used Phobio but through the actual Apple Store. I couldn't do that this time because our province is in lockdown and you can't go into a store for non-essential items. I wouldn't recommend using their standalone service at all unless you do your due diligence, document and photo your device before sending it. Even then I am not sure you would want to risk it.

I got a quote to trade in my Macbook Pro laptop for $375 (I reached Phobio's site from a link on Costco's site). I prepared the laptop exactly as specified in their documentation and sent it in. I then got an email saying that they'd updated my trade-in value to $0 as the machine wouldn't turn on, but that they'd be happy to recycle it for me for free. The laptop has been pampered for its entire existence, so I thought it was strange that it died during transit. So I instead opted to have them ship it back to me (for free, thankfully) so I could inspect it. When I received it, I found that it still had a full charge and turned on instantly.

So I'm not really sure what happened. I suppose incompetence is the most likely and benign interpretation. But how they could fail to turn on a laptop I just don't know. However, given some of the experiences reported here, there seems to be some probability that my experience reflects something more nefarious: that they just keep some percentage of the laptops sent to them after claiming they're dead.

Regardless of the explanation, I will never again do business with Phobio, and am astonished that two of the companies I trust the most Apple and Costco continue to do business with them.

My experience with this company was similar to so many others. I sent in my 2015 MacBook Air with a trade-in value of $280. For a 6-year old laptop, it was in great shape. Didn't take it out of the house much and lived in a case when not in use. I sent it in and was quoted $110 due to burn-in on the screen. I recognize that something like burn-in could lead to lower value, but it also seems like burn in would fall into normal wear and tear - there's a reason I'm supposed to be getting $280 and not $500. But my major irritation is that the questions that you have to fill out prior to sending it in DO NOT ASK about burn in. They ask about significant damage, including "pixel loss," but I would interpret pixel loss to mean dead pixels or black spots on the screen. And my value is reduced by 60%! If that's such a significant factor as to cut quoted value by half, then they should note that in their screening questions or down adjust their quotes accordingly. And to be honest, I'm not convinced that they even sent me a picture of my computer, because there were visible and notable marks on the screen that I had never seen before. Their actions very much feel to me like a bait-and-switch, and I would not recommend them - many other alternatives.

I was referred to Phobio by Apple Business after purchasing a new laptop. I filled out forms, sent pictures, whatever Phobio required to get a quote for my Macbook Pro. They sent me a quote for $2940.00 and asked me to lock in the quote and send my laptop in with shipping materials they would Fedex to me. Phobio ended up asking me for the same info. twice which I gladly emailed to them, and also sent me Fedex shipping materials twice. I sent my laptop to them, and they revised their quote to $120, due to "delaminating worn display & coating." My laptop is in excellent working condition & clean & ensured it was ready for a new owner after working with Apple support.
I expected a lesser quote because of I thought the quote was high, but I didn't expect the quote to be thousands of dollars plus off. After my initial interactions with Phobio, I looked them up & read the multiple complaints on w/the Complaintsboard.com on Phobio not honoring quotes. I regret sending my laptop to them. How do I know they didn't damage my laptop, and how many people touched my laptop during these Covid times, and what if it gets damage in shipping back to me. As a small business owner going through difficult times like many small business owners throughout our country, they wasted my time and felt duped. I'm hoping my laptop returns to me in the exact condition I sent it to them.

Apple should be ashamed they chose to work with this company. I was given a quote of $80 on the Apple website. I shipped phobio (Apple's chosen partner for this) a working/good condition iPhone 7 that was erased and reset per their instructions. Just like other reviews have stated, after their "inspection" I was given some excuse of how it wasn't the correct storage size and they couldn't properly erase the phone. My offer was revised to $0. I asked for it back and received the phone in a bricked/non working condition. I looked up online how to restore the phone and luckily was able to do so. I also reached out via email to their "customer support" and never received a response. Why Apple's chosen company for recycling phones couldn't "erase it" even though it was already erased should be a red flag to anyone. The issue of them returning a non operational phone that was perfectly ok before is infuriating. The fact that a non tech person like me could figure out with a few searches how to fix it and they couldn't is beyond pathetic. The entire process felt like I was being cheated or scammed. This place has a lengthy history of the similar practices with multiple other reviews and websites stating so. I wish I had researched them first before shipping it to them. I certainly won't be using their services ever again. Don't waste your time or risk your devices being returned damaged.

They received my computer via a trade in program from Apple. The computer left my house in perfect condition and when it arrived at their facility, they claim the monitor is damaged and discolored. They offered by $500 less than the actual value in hopes I would take it. After calling apple about the problem, they referred me to Phobio who is their third party processor. After talking with Phobio, they referred me back to call Apple. After a week of finger pointing, Phobio instructs me to file a claim with Fedex if the computer was damaged in shipping. After waisting my time doing that, I had to call them back because since all I do is slapped the shipping label on it and return the computer. DO NOT USE PHOBIO, APPLE SHOULDN'T BE USING PHOBIO EITHER. Because my trade in went through Apple, I didn't even know I was using Phobio at all. After reading these reviews, I can see that the exact same thing is happening to me. My words of advise, take video and photos of everything you are sending them and how it is packaged when you trade in a device. And if it is damaged in shipping, make them file the claim with fedex. What a terrible experience with this company. Even if they sent my device back to me, it is worthless now because they have damaged the computer in shipping. I'm also suspect that there may be other fowl play involved as i read these other people's experiences. What a sham!

Phobio not only gave me the bait-and-switch on my Mac laptop trade-in value, they lost my charger when I declined the 70% reduction in the quote. It was also very dirty when they sent it back. Phobio claimed there was a problem with the display on the laptop, but the other company I ended up dealing did not say the same. It took me three phone calls (18 August, 22 August, 27 August) before I could I be escalated to a supervisor. During each phone call I was told that my problem would be solved in no later than two business days (which didn't happen). The supervisor was nice, but I still had to email back a week later (03 September) to get her to follow through with the charger replacement and to get a new shipping kit. In the meantime I got a quote with another company and just gave up on Phobio. Phobio's new shipping kit arrived only after I had already sent the laptop off to the other company (24 September). The reason why my review is not one star is that Phobio did eventually replace the charger they had lost (though without the three-prong extension cord and the two-prong adapter had a bent prong) and they did offer me the original quote, but only after several phone calls and emails. Even so, I will never use them again! I went with another trade-in company and got more money and with a quick turn-around. This other company did not reduce my quote on the basis of any problem with the monitor of the computer.

I sent my iPad3 to Phobio after being quoted a $50 trade-in value. My iPad was in pristine condition (not even a scratch), as it had never left my house before and was not heavily used. I used the packing materials provided by Phobio to mail it in. When Phobio received it, the trade-in value was lowered to $10 because of the outside shell was cracked/bent. Needless to say, it was not the case when I mailed in my iPad. I requested for it to be sent back to me, both out of curiosity and out of principle. Sure enough, the iPad that arrived has a spot along the edge where the shell framing the screen is pushed in, as though from being dropped or having something heavy land on it. The only two possibilities are that Phobio's shipping materials were insufficient to protect the item and/or the package was mishandled by their courier of choice, or Phobio's staff was careless with the item and damaged it. In the first case, any damage to the outside package should have been noted by Phobio on receipt so that the customer is not held responsible. If an employee damaged the item accidentally, again, Phobio should foot the bill for that. Anyway, I don't expect my issue to be resolved. Next Apple product I'm trading in, I will definitely just go to my local BestBuy and have it handled there. Recycling my iPad now, since letting Phobio keep and potentially fix/re-sell it after being responsible for its lowered trade in value just didn't seem like a satisfactory outcome to me.

I don't believe any of the positive reviews after my experience today with Phobio. Terrible company, they will try to rip you off. Be aware of the support supervisor Terrance G. My laptop original trade-in value $380, it was in a perfect condition. As soon as they got the laptop, they decrease the value to $130. What a joke! A MacBook that can be sold on eBay for $400. Also, I mailed out a charger with the laptop. I refused their $130 offer. I got the laptop back scratched on both sides with dirt on it, and without a charger. I emailed them on September 2nd no response, emailed them on the 9th no response, called them on the 11th and they offered my another $60 as was to convince me. Are you kidding me or trying to rip me off? Terrance G is unprofessional. Your business model is basically getting apple products that are in good condition, tell the customers (people who traded-in) that their apple products are broke so you can lower the value of the trade-in, then sell the products elsewhere for profits. What an unethical way to do business. This will be shared across all my social media and will let everyone know about how trouble your company is. Terrance G said I will get my charger back and emailed me a confirmation about that, so you Terrance G basically admitting that you guys tried to steal my charger. Are you in business to serve your customers or scam them? Don't believe a single positive review in here. And NEVER trade-in with apple again unless they change 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.

In SHORT.. 2 suggestions: 1. Take a TON of photos before sending your item in and one with it in the box Phobio sends to to verify condition. 2. Call and talk to someone if you get a "we are giving you less" email. Give them a chance to make it right. So, full story...INITIALLY my QUOTE for my computer was $570 so IMAGINE my surprise when I received an email saying the screen had DEAD pixels so they only wanted to give me less than HALF of what was offered. While another 2015 Macbook Pro may have some, MINE had JUST been replaced BY APPLE only a year previous. I called and talked to a gentlemen and explained that there is NO way this has bad pixels as it has not even left the house since it was replaced (pandemic). He said, "actually I happen to have that laptop right here, let me look at it... hmmm yeah, I have NO IDEA why someone would have said there are dead pixels because the screen is perfect." He said they get thousands of electronics daily and it is possible that it was mixed up with another one. I told him I took about 20 photos of this laptop BEFORE I sent it, which he said is ALWAYS a good idea. He honored the original quote of $570.00, so I am happy. I gave it a 4 star because of the anxiety attack and anger that "we are giving you less" email caused me. SUGGESTION to company: You need to have a SECOND qualified person check ANY item out that is going to be offered LESS money than promised. Remember, one angry customer will tell more people to warn others than one satisfied customer. I am trying to be the satisfied customer here. lol

The only positive part of this will be that I was able to get my trade in device back. Otherwise Phobio is awful and I certainly have my suspicions about their shady practices. I sent in a MacBook Pro through Apple's trade in program with an estimated value of over $1100. A little over a week later I received an email saying the trade in value had been adjusted to $0 because "the device does not power on." This, I knew to be false, having followed the instructions to the letter and checking the boot-up and shut down sequence before sending it to them. After hours on the phone with Apple Support, and contesting the value with Phobio (to which they said it still wouldn't turn on even after charging), I had the computer sent back to me. Upon the return of my device, I realized my computer had not been secured in the box. The original plastic bubble sleeve had been deflated with a knife or razor, and the computer was loose in the box. Moreover, the computer turned on and booted up on the first try, but now had scuffs and dings from shipping and the charger had been written on with a permanent marker. Fortunately, I was able to get to an Apple Store to get the computer traded in-person and received the full value I was quoted originally. The Apple Store employees did not seem surprised and one specialist even made a comment about it being better to just bring devices in to the store if you can. It made me question why Apple is even using this company. They are not in alignment with Apple's usual superior customer support. If I happened to live somewhere without access to an Apple Store, I would have been completely screwed and Phobio would have made off with my perfectly functioning late model MacBook Pro. If it smells like a scam... it probably is one.

Phobio contacted me via email to inform me that the credit for the trade-in of my iMac had beeb reduced by over $300 due to issues with the display ("lines, flicker, pixel damage"). This is a false claim. I inspected the iMac thoroughly before sending it. It was pristine cosmetically, and functioning perfectly. I am extremely conscientious, and wanted to make sure it was in great shape before shipping it all that way. After I received the requote, I called Phobio and we went back and forth for some time. They claimed to have photos. I didn't ask to see the photos, because they really didn't mean anything to me. I know how it looked when I sent it in. I suggested to them that if there was damage, it happened in transit, somewhere along the way from me to them. I pushed because I repair these computers and know the criteria for a full-value trade-in. After being placed on hold for a while, they finally submitted, saying that "On further review, it seems that the damage may have been caused during transit." All you have to do is look on the Complaintsboard.com site, or Reddit, or Apple Support, and you'll find hundreds of folks who have had their trade-in amount adjusted down because of "lines, flicker, pixel damage" on the display. I think this is Phobio's go-to issue to use to change the value because 1. Flickering displays can be intermittent, and 2. dead pixels can be difficult for the average consumer to catch. So these are issues that can be claimed but are very difficult to prove the existence (or non-existence) of. I encourage anybody who's using Phobio for trade-in to take detailed photos/videos of their device before sending it in. I do not think that Apple is aware of the tactics that Phobio uses with regards to adjusting trade-in value. I have contacted Apple and I encourage everyone who has difficulty with Phobio to do so, in hopes that Apple will end their relationship with Phobio.

In purchasing a new computer, I was quoted $260 rebate for my trade-in. Phobio reduced that to $100 dollars despite the trade-in being fine. When purchasing a new Mac and trading in my old one, I was asked about the condition of the old one. I answered all questions honestly and was told that the trade-in value would be $260 based on my answers. I received a notification that Phobio had reduced the trade-in value. See below. Order Number: WXXXXXXXXX Ordered on: August 06 Trade-in Your device: MacBook Pro Core i5 2.6GHz 13" Retina (Mid XXXX) XXXGB SSD Trade-in value: $260.00 Revised trade-in value: $100.00 Reason: Delaminating or Worn Display Coating The display coating was not wornit was in good condition when I sent it in. More to the point, we were never informed that the condition of the screen would matter when being given the $260 trade-in value. Phobio's revision 1) is not based on the actual condition of the computer, and 2) seems to be part of a bait-and-switch plan to draw people in with a high number, then find some arbitrary reason to lower the actual amount paid. I spoke to an Apple representative named Nicole on 9/16, who said that Phobio would need to handle the claim as the contractor, so she transferred me to someone at Phobio named Danae(?) who said the value was set and would not change. She sent me a picture of a computer screen that she said was from my computer, but it looked nothing like the screen I sent in. It looked more like the surface of the moon. And there was no indication that the photo was actually from my computer. Both Apple and Phobio are operating in a misleading way here, because we purchased the new computer figuring on the stated trade-in value when budgeting for the purchase. Both companies have received numerous complaints about this practice but continue to engage in it. But since Phobio is the company responsible for the lowered value, I'm filing this complaint regarding them. I would like a revision of the trade-in value to what Apple's web site originally indicated based on my answers to their questions: $260

Phobio greatly reduced the trade in value of my device for a I traded in my apple computer for a $320 refund through Phobio and Apple after purchasing a new device. They sent back a drastically reduced offer, with a totally bogus claim about the screen. On June 27th, I initiated a trade-in of my late-2014 model Apple Macbook computer through Apple who would process the trade in through Phobio LLC. The quote they gave me for a device of this model and year of production in the condition I described (excellent) was $320, to be refunded to my credit card. Once Fobio/Apple received the computer, they sent me a complaint that the computer's LCD screen wasn't functioning. The amount promised was reduced from $320 to $120. "Your trade quote has been revised due to LCD damage. This includes dead pixels, bruising/burn in, no response on digitizer or any other damage that could be related to the LCD," they wrote. No specific readings were provided regarding the pixels in my LCD screen and they didn't even provide any verification that the computer imaged was mine. Phobio sent an image of the alleged damage, with a small arrow pointing to no visible damage which claimed the pixels were dead. The LCD screen of my computer was just as bright and brilliant as the day I bought it and all portions of the screen functioned properly despite the damage they claim. This computer and screen are in great shape and that can be proved by the photo that they sent claiming damage. I additionally had recently taken my computer to Apple and they claimed it was in great condition. Phobio is scamming me because they don't want to pay me the full $470 for my trade-in, and now that the new device I've purchased is out of the return period, I have no way to get my money back! I've since read countless nightmare stories about Phobio's business practices on the internet. They've pulled this exact thing with many other people, and it is clear they are trying to do a bait and switch with customers once they send their computer in and drastically reduce the value of the comptuer. I will certainly never do business with them again.

Company claims the product to be exchanged is damaged without supporting evidence and is offering a substantially lower amount than advertised. Mid-2017 iMac purchased brand new in August, with only one owner, in perfect working condition (only ever used, carefully, in a controlled, indoor home environment) sent to Phobio under the Apple recycle program in exchange for an $1,170 Apple gift card under a trade-in initiated 11 July . After 4 days of the computer apparently sitting in the warehouse (from 20 - 24 July), they finally got back to me with the following status report: "Your trade quote has been revised due to LCD damage. This includes dead pixels, bruising/burn in, no response on digitizer or any other damage that could be related to the LCD." They are now offering $280 for the presumably damaged device. The LCD was working perfectly right up until the moment I shipped it to Phobio. This sounds like boilerplate language to me, so I called customer service and asked specifically what was wrong with the LCD. The customer representative claimed that the LCD would not stay on during testing. I replied, "If the LCD wasn't working, how could I have erased the Mac as per the instructions provided by Phobio?" The agent simply repeated that the LCD was broken without explaining how that would be possible. So apparently in addition to lying about the screen and trying to get extra money for a broken computer, I am also a skilled computer technician who can launch the iMac into recovery mode with a broken internal LCD display to perform an erase of the system and a reset of the mac OS. I have been utilizing the recycle program since 2017 to return older devices, all in perfect working condition, and never had a problem until now. When I suggested perhaps the device must have been damaged during shipment or in the warehouse, the customer representative replied simply that there is no evidence of that (broken LCD notwithstanding, I suppose). The explanation provided by Phobio for the drastically reduced quote, in addition to completely lacking in any sort of detail, lacks credibility. The device may in fact be damaged as they claim, but I have no way of knowing whether or where the damage may have occurred, nor whether we are even talking about the same iMac.

Sent excellent condition Macbook Pro for trade-in, Phobio revised value to $310 lower than its quoted value based on FALSE claims of damage. I sent my mid-2015 Macbook Pro for trade-in on 7/6 towards a new MacBook Pro, with the trade-in value estimated at $480 towards my new computer. Today I received an email from the Apple Store stating my trade-in value was reduced to $170 based on BOGUS claims from Phobio LLC of "Delaminating or Worn Display Coating, Bent Housing"! The computer was in excellent condition, having none of those reported defects, when I sent it in and there aren't even any pictures backing up their falsified claims of the issues they're reporting. This was a very gently used computer when I sent it in. Before initiating the trade-in, I spoke to multiple Apple reps who all assured me that the online & mail-in trade-in process was simple and painless, which made me feel better about sending my computer off to a third party. Based on that trust, I've now been completely swindled by Phobio LLC in this process and am out the $480 towards my already purchased new computer. I've now spent 1.5 hours on the phone with Apple this morning who transferred me to a rep at Phobio which put me in an automated phone loop that transferred me back to Apple! During the lengthy hold times, I started researching Phobio LLC on Complaintsboard.com only to see endless nightmare complaints against Phobio LLC that sound just like mine! I will NEVER use this company again and will be warning others on every online forum and social media channel I can find in the hopes that others don't get swindled by this same scam. I really wish I had seen these horror stories before starting this process, as I easily could've sold the computer privately for more than the trade-in value, but I blindly trusted what I thought was a reputable company who wouldn't fleece customers with these shady practices. Now I'm stuck waiting for Apple or Phobio LLC to contact me about the dispute, which the Apple rep said could take up to 14 days! Meanwhile, I'm out the $480 I was expecting to be refunded to my credit card in the middle of a pandemic when finances are incredibly tight. I'm beyond outraged and hope others don't go through this, but based on the number of similar complaints, it appears this scam is standard operating procedure for Phobio LLC.

Changed offer on my trades (multiple laptops) based on false information I submitted multiple laptops for trade. My experience was nearly identical to the countless other Complaintsboard.com complaints on this site. On one laptop, they noted damage to the frame in the corner - it was bent. They included a photo. This information was used to significantly reduce the offer for my trade. There was no damage to my laptop - I have pictures of it before I sent to Phobio - no damage at all. Read the countless complaints - my complaint is EXACTLY what others are saying: Phobio falsifies damage as a means to reduce the trade value. With the second laptop, they indicated frame damage (which also does not exist) - they provided no photo in this instance. They also said the model was different than what I had communicated. They claimed my original submission referenced a 256GB SSD drive - and the drive is actually a 128GB SSD drive. I can reference the original submission to them and it clearly shows I stated the drive was 128GB! So, in this case they falsely claimed I submitted the wrong information about the model and falsely claimed there was frame damage - as with my previous device. My complaints are 100% identical to nearly every other complaint here. Clearly, in my opinion this company is providing artificially inflated estimates for trade-in with the clear intent to later significantly alter / reduce the value. They figure once the customer has sent the device, they will accept whatever offer they can get. They are reducing the value based on false information. First of all, Apple needs to stop associating with this company - this is the company Apple directly references on their website when you pursue trade-in options directly from their site. Apple should not be associating with a company like this. The total complaints speak for themselves. I intend to escalate this within Apple management so they can promptly address this issue. Apples association with a company like this hurts their brand as well. Second, we need to involve the Georgia Attorney General and have them investigate. There are more than enough identical complaints to warrant this. I would encourage others reading this to visit the Georgia AGs office and file a complaint. Provide any facts or evidence you have to support your claim (photos, etc.). In my opinion, this constitutes fraud.

I sent in my 2020 space gray MacBook Air and it was in perfect condition. Phobio said my device was damaged and sent back a 2016 rose gold MacBook. On December 3rd, I placed a trade in order with Apple for the new M1 MacBook Air. The order # is WXXXXXXXXX. The device I was trading in was the previous model from April and was space gray and was valued around $620. I bought this device in April with the order #W809609515 (for proof of purchase). The model # is a2179. I also included the charger. I was supposed to receive the value of my trade in on my debit card. The computer had no damage and was in pristine condition. On December 28th, I finally received the box to send out my old device in. A few weeks later I checked and it said my trade in was canceled despite shipping it out on time. I called Apple and they said my device would be sent back to me. But a week after that it said my device was being inspected. This was strange considering Apple told me my device trade in was canceled. A few days after the inspection notice, I received a new offer for my computer: $0.00. I was outraged. They said my device was damaged and had white spots on the screen. This made no sense because I the computer I sent in had no damage. I rejected this offer and wanted my device back. Another week passed and Phobio finally delivered a device; However, it was not my device. They delivered a damaged rose gold 2016 MacBook. The model # on it is a1534. This is not my device! The computer does not even turn on and it also does not have the serial # on the back. Apple has the serial # of my old device registered with the trade in. My old device's serial # is *** This serial # is associated with my 2020 space gray MacBook Air and its purchase. That is proof I sent in the 2020 model. In addition, I have images of my old computer I sent in vs what they sent back. You can tell it's not the same computer because of the difference in keyboard design, color, and where the speaker grills are located. I also have the shipping label of the box I sent my device out in. I have attached photos of the computer I sent in, the shipping label, and the computer that was sent to me. I contacted Apple and Phobio about the incident. Apple directed me to Phobio, who had me submit photos of the device I sent in and the device I received. I want this resolved!

I was quoted at one rate and given another on arrival of sent in property. Company claiming the reasons for decrease are incorrect. Hello, I am writing in regards to company PHOBIO, LLC a APPLE Inc. partner responsible for providing trade value in the form of an Apple Gift Card for used Apple products. I sent in an iPhone XR, 64gb model unlocked perviously on AT&T service. The phone was in good condition, no screen damage, no water damage, no major visible major scratches or cracks. I was pre-quoted at $290.00 value. I sent in the phone and received an email stating they were decreasing my quote to $0.00 "Your trade quote has been revised because the model of the device inspected did not match the model submitted for the original quote. We have revised the value to reflect the correct make and/or model." - This is not true. I sent in the device listed above and that I claimed for the quote. They are stating I sent in a Verizon model as well which is impossible as I have no Verizon devices. Also; "Your trade quote has been revised due to the device being 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." - Also untrue, the device was wiped of data and was purchased from Apple as an unlocked device. They sent a photo that I was entirely unable to make out any identifiers that it was even an iPhone XR model so I am assuming they either mixed up my device with someone else's, or, damaged my device themselves, or, are hoping I accept the offer of $0.00 so they can keep a device worth more and claim a larger share of the value. I had (14) starting October 12th, to accept or decline the offer. On October 15th (today) they sent me an email saying I now have (8) days to accept the offer when it should be (11). They have cut my time down seemly arbitrarily. There was no stated reason why it was now less than previously stated. I did not do any research into this company as they are the partnered company with Apple for these trades and I assumed they were fine. After reading reviews it seems they have a long history of damaging devices. Any assistance, if possible, here is greatly appreciated. I am tried to contact them directly with no luck. They list a 24h return time but I have not heard back in (3) days as of filing this complaint. I tried their chat but it does not work and I have sent another email shortly before this complaint. I appreciate your time for reading. Thanks in advance

Service has been, unprofessional, scam like and company has failed to follow good business practices. On March 24 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 I shipped the old laptop back right away on 4/17. 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, 4 days after FedEx picked it up for shipment on 4/17. Once my device was reviewed for value assessment on May 7 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. 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.

Phobio returned by iPad Pro in a damaged condition to me, and refuses to take responsibility damaging the device. I own a 3rd generation 12.9 inch iPad Pro, which has about a $650 retail value on Bay. I sent the iPad to Phobio for trade in, as I have done with other Apple products. The trade in reference number was #XXXXXXXXXXX. The iPad was flat and worked perfectly. About one week after I sent the item to Phobio in the box provided by Phobio, I received an email stating that the iPad had no trade in value and included a photograph of the IPad with a very severe bend in its body, and the screen dislodged from the iPad. I could not recognize the device. I hoped that this was a mistake, but I asked for the item to be returned to me, and unfortunately it arrived back to me as shown in the photograph. The iPad looks like a person bent it or accidentally bent it using some equipment, and the screen is no longer attached to the frame of the iPad. The iPad is now unusable. I contacted Phobio three times yesterday and received different responses each time I contacted them. At first, I was told that if the item was damaged in shipping on the way to Phobio that Phobio would be responsible for arranging a solution with FedEx. I then explained that this may have occurred, as the item was clearly damaged after I sent it to them. They asked for photographic proof of the quality of the item, and stated that if I could not prove that the device was not bent, they could not file a claim with FedEx. Phobio does not even suggest that customers take a photograph of their items prior to sending them to Phobio. If this is expected, Phobio should advise this to customers. During the second two inquiries, I was told that the iPad "became bent" on its own after I sent the item to them because its battery is faulty and is expanding. This response does not make sense, because the battery is not located in the portion of the iPad that it bent, and an expanding battery would not bend the iPad in half. Overall, it's clear that the item was damaged by someone at Phobio, or in transit to Phobio, and in ether case, they have damaged by property to the point that it is no longer usable. The company will not take responsibly for its actions and is instead claiming that the iPad's battery is expanding and that this expanding battery pack bent the IPad. Anyone who sees the item would understand that an expanding battery would cause the IPad to bulge, not bend in half. A photo is attached, which shows the silliness of Phobio's explanation. After multiple attempts, Phobio will not take responsibility for the damage, and has altered its story each time I have reached out to them. During the last inquiry I was told that I would be responsible for filing a claim with FedEx, even if the item was damaged on its way to Phobio (using Phobio's shipping materials).

Trade-In value dropped significantly with no evidence of claim. Was not provided with any option to speak with someone I purchased a new iPad Pro and submitted my older version for a trade-in value that would be credited towards my purchase. Due to COVID, trade-ins are no longer allowed to be done in person and have to be submitted via mail and inspected by a third party company, known as Phobio, that Apple fails to inform you about on their website. I received an email today stating my trade-in value dropped from $295 to $0 due to "3 or more white dots on display." After looking into the matter, I found a lengthy thread on Apple's discussion board of many different angry Apple customers all who have experienced a similar situation while using Phobio's trade in services. I obtained more information regarding the apparent white dots on my display, and apparently they are dead pixels within the Retina display that is not visible by the standard viewing point and can only be picked up by the third party company's sensors during inspection. Viewing my older iPad with a naked eye, there is absolutely no damage to the display. When answering the trade-in questions, Apple asks about cosmetic or functional damage to the display of the device, and uses examples such as "chips or cracks" as damage. My screen is not chipped or cracked, and looks to be in perfect condition. So why are other things being looked at and considered for my value that I can't notice myself? How can something that is not visible from the standard viewpoint affect the amount of my trade-in value? Many others were also given the same reason for the price drop in their trade-in values. This seems to have become an issue since COVID started and Apple put a pause on in-person trade-ins. If I were able to have my iPad inspected in person at a Genius Bar located inside an Apple store, they would have seen no damage on the display of my device. Also, there is no option for a solution. It is either you accept the value or reject it. If it is rejected, your device is mailed back to you. I feel Apple and Phobio, are using COVID 19 as an excuse to get customers to spend more money. The only way to do the online trade in is to purchase the new product at full retail price, and once the trade-in is verified you will get refunded the trade-in value. But you are not given the exact trade in value until after the purchase is made. This seems like a way to get people to spend full price on the new devices, and after the money has already been spent, tell customers they are not going to get back what they were expecting based off of the device's description that was provided to Apple during the trade-in questionnaire. Here is the link to the thread I spoke of above: https://discussions.apple.com/thread/XXXXXXXXX There is also a long list of complaints about Phobio and Apple customers going through this same situation: https://www.bbb.org/us/ga/kennesaw/profile/ecommerce/phobio-llc-XXXX-XXXXXXXX/complaints

This company is attempting to make business by being deceitful to the customers. I was instructed by Apple to trade-in my previous laptop through the service conducted by Phobio. And my initial trade-in value was $150. After the trade-in has been initiated, I received an email from "***@email.apple.com", but no confirmation number was given other than my order number for a new purchase. The previous device was sent to Phobio via FedEx on August 29th. I packed the laptop with a power adapter with an extreme caution as instructed in the box provided by them. And I received an email on Sep 9 that my trade-in value has been reduced to $40. And the reason was stated as "Display is Not Functioning Properly (Lines, Flicker, Pixel Damage)." My first reaction to this email was that they must have mixed up my device with someone else's because I've never had any display issue (haven't noticed any lines, flicker or pixel damage) for the last 9 years. If I have had, I wouldn't have been able to keep it for many years. The main reason for replacement of my old device was that the battery needed to be replaced soon and that it couldn't be updated to the newest OS any more. And I attempted to contact Apple, but they advised to contact Phobio. Although their website states that they would respond within 24 hours, I haven't heard anything for the last 3 days. In the meantime, I have searched online to see what this damage description would exactly imply. And I stumbled upon this online forum "https://forums.macrumors.com/threads/anyone-use-phobio-for-trade-in-before-nightmare-experience.XXXXXXX/page-4" that hundreds of customers have been upset and disappointed with their reduced trade-in values with the same generic reason of "Display is Not Functioning Properly (Lines, Flicker, Pixel Damage)." And when asked for photos as evidence, they were sent with blurry pictures of screens that they couldn't even confirm if it was from their own devices. And when asked to send the device back, the power adapter was not sent stating that it has already been recycled. And when the device was shipped back, there were scratches and external damages that didn't exist prior to Phobio's handling. This company stating with generic "display damage" to most of the customers seems to be a known factor in the Apple user community. How can every single customer be told the same generic reason for thousands of different devices being sent in, and dealing with same low quality customer service and same experience? I cannot trust this company because they haven't provided me with any pictures that show particular damages that can be confirmed that it's from my own devices. I feel deceived by this service like many others. Knowing that I did not have any damage (internal or external), I would like to get a full trade-in value. If the company cannot agree with my request, I am requesting my sent-device to be returned with a power adapter and in non-damaged condition as last inspected prior to Phobio's handing.

My in-store quoted trade-in value was reduced dramatically after Phobio alleges mystery damages to device after it was received. Phobio's trade-in practices are a deceptive bait-and-switch. I suggest all stay away from using their trade-in services. In mid-September, I brought my MacBook Pro to an Apple Store. I asked a Mac technician how much the laptop would be worth if I were to trade it in and buy a new laptop in the store that day. After a full inspection of the whole device, they quoted me $300. I decided not to buy it in store, and purchase it online instead. Going through Apple's online trade-in process whilst buying a new laptop, I received the same quote of $300. Soon after shipping the device, I receive a notification that my offer was reduced to about 1/3, from $300 to $110. Phobio claims in an email the offer's revision was due to "3 or more white spots" across the display, but their customer service told me a different story. It was after I called they claimed it was due to delamination of the screen, and that the damage is "not typically visible to the naked eye". When I asked for photographic proof of damage, I was sent a very strange, extremely zoomed in picture of a laptop's top bezel with CLEAR physical damage across the top of the display. I was shocked at how my device could have possibly gotten to that point when it was in perfect condition upon shipping. Not a single recent device of mine has ever been in the condition pictured. After explaining how the device was inspected in-store by an Apple technician, I was not given any answer for why I would be given a quote of $300 if that kind of damage was across the top of the device when I brought it in. After asking if they saw a flaw in saying they found damage 'not typically visible to the naked eye' and showing damage to a screen visible from 10 feet away- damage that differs from the reason listed in their email- I was given one of many run-arounds. A supervisor was later also unable to give an answer for why I was given two separate reasons of the revised quote but only provided "proof" of the unlisted one. Phobio's support was insisting that I take the revised offer or have the device shipped back to me, and refused to escalate or look into the case any further, even with all the questions raised, or similarity of the case to other customers'. It's very concerning to me that they refused to provide any other pictures of the device to me to prove that it is indeed my device, and that if I rejected their revised offer I would not be receiving a completely damaged one with no photographic proof. This has been the case for an overwhelming amount of other customers going through the same process: Traded in, low-balled, unexplained damages, "nothing we can do". More customers - and Apple especially - need to be aware of Phobio's deceptive tactics in their business. The more this happens, the more it appears to give off scam-like behavior across their explanations and their support. This is a CONSISTENT issue.

Phobio offered me an amount for my computer and after I shipped it to them in perfect condition they are now claiming it has screen damage. I traded-in my MacBook Pro on Apple.com and after answering several questions about it's condition I was offered $710 for it. This helped me decide to purchase a new computer. My 3 year, 3 month old computer was in perfect condition and everything worked as it should, but I figured now might be a good time to upgrade to something new. I found out after I completed the trade-in and purchase that Apple uses Phobio for the trade-in service. I shipped them the computer in a package that they sent to me. They inspected it and claimed my computer had screen damage. I asked them to send me more details because when I sent the computer to them it had no damage. They sent me a strange, up close photo of a screen and over the phone the rep said that my screen was burning out and the pixels were going out. I could barely see what he was talking about, it honestly looked like a reflection of pink from something in front of the computer. My screen was in great condition and I had zero issues with it before sending to this company. I worried that it was damaged in transit when I shipped it, but the rep said that probably wasn't what happened and would offer no reason as to why. After speaking with the rep, I searched for this issue online and also searched to see if anyone else had had this issue with Phobio. This seems to be a common approach for them. They make offers on devices at a certain amount and then drop them by over 75% over and over again. I'm positive I'm not the first person to report an issue with this company. This is also the third time I have used this company and this is the THIRD TIME that they have done this to me. The first time was an iMac that they offered $170 for and once received dropped it down to $70 for claiming it was the "wrong model" even though all of the details I inputted were from the computer's menu. Another product in perfect condition. A phone I traded-in was also given this same treatment. Someone needs to hold this company accountable. They are scamming people left and right. If these are their practices, they need to find a way to give more accurate estimates. Being offered $710 for a perfect condition computer and then being told it will only be $200 is a huge difference. They are purchasing USED computers from people. This needs to be factored into the amounts they offer people. They cannot expect a brand-new computer to be delivered to them if this is a trade-in service. My computer worked perfectly, had no issues and no damage. If anything, what they claim to be seeing, if it's even there at all, would go under normal wear and tear. They have offered to send the device back to me, but what worries me now is the possibility that the shipping damaged my computer screen in transit or this company (Phobio) did or that they will damage my computer before sending back to me as retaliation. I could receive my own device back in worse condition that I sent it in and that's not acceptable.

They reduced my original quote from $200 to $80 for my MacBook due to supposed LCD Damage, which there was no damage. Terrible customer service. I am writing to express my extreme frustration and disappointment with my trade-in. I brought my old MacBook Air to the Apple store in the Palm Beach Gardens Mall (in person) on December 18th at which time I purchased a brand new MacBook Air and was told by the Apple saleswoman in the store that I would receive $200 towards the purchase of my new MacBook for trading in my old MacBook. She made many comments to me about the great condition of my old MacBook, how she was so impressed with how well I kept it given how long I had it, and how it was still in "near perfect condition". She inspected herself and noted that there was no damage. However, we could not complete the trade at that time because I still needed to transfer over all my data from my old computer to the new one. So, she told me to bring both computers home and then come back that weekend when all my data was transferred and I had reset my old laptop and they would be able to complete the trade in. I did exactly as told, and when I arrived back to the store I was told "we don't do trade-ins in the store, you need to complete it online and have it shipped". So once again, I did as told, and completed the process online, at which time I was mailed a trade in kit and given a quote of $200. The trade in kit was mailed to my home address, but at the time I was out of town taking care of my mother who was going through cancer treatment. I emailed the support team and asked if I could have an extension due to the circumstances, and I was told no. When I emailed back with further questions, I never received a response. I was basically told that I would just have to take my chances and that my quote could change. So when I finally returned home after a month of staying with my mother to help take care of her, I mailed out the kit immediately (for the record, it was shipped out within the 21 day timeframe, but just did not arrive back at your headquarters within the 21 days). Then, I received a revised quote saying that my trade in value was decreased from $200 to $80 due to "LCD Damage Your trade quote has been revised due to LCD damage. This includes dead pixels, bruising/burn in, no response on digitizer or any other damage that could be related to the LCD." The picture provided to document such LCD damage was awful quality, you could barely see what the issue is, and there was nothing showing that it was my actual computer screen in the picture. My computer did not have any LCD damage. So, did your company falsify this damage? I was working full time 40+ hours a week on my computer up until the very day that I bought a new one and I had absolutely no LCD issues with it. There was nothing wrong with the screen. The only reason I got a new computer is because I wanted more storage. So why is there now an LCD issue? I emailed customer service once again with my above concerned, and received no response (it has been 8 days since I sent that email and have not received a response). I tried to call this even and spoke with a representative who basically told me there was nothing she could do. I would like my quote to be returned to the $200 or for you to provide further evidence of the "LCD damage" on my computer.