Apple MBP trade in dispute - experiences anyone?

[BATman.Berlin]

Hi I recently bought a iMac and used the Apple trade in program to allocate some funds for that. My MBP was in excellent condition when I packed it in the provided box. it has been more than 3 weeks till I've got an email this morning, stating the value dropped (significantly) due to display damage. I have spent an hour in Apples support chat and they finally referred me to their trade in partner to resolve the issue.
I raised the fact I did purchase from Apple and the trade in was initiated through Apple, so why do I have to deal with a 3rd party. They did not care. Opened a support ticket to talk to a sr. customer support manager and waiting on that to happen.
And no - of course I did not do any pictures before I shipped my old MBP. I have family members to attest the good condition only.

Anyone here with similar experiences? If so, how did the dispute turn out? Did it get resolved?

Thanks

 

[0128672]

Sorry to hear this. Apple's trade-in partner is Phobio, and your experience certainly mirrors others here. Apple has had other trade-in partners in the past (I believe Brightstar was one if I recall correctly). Based on what I've read here and elsewhere, I would not do business with Phobio ever.

You have the option to request that your MBP be shipped back to you. You can then inspect it and decide if you would rather sell it outright (using Swappa for example) or trade with places like cashforyourmac.com or macmeanoffer.com, which have a better rep here generally. I can attest to a great experience this month with cashforyourmac.com for an iPad Mini 5 trade.

Apple will take iOS and iPadOS device trade-ins in the store, but not Macs.

Here's a couple of MR threads about Phobio, but there are many more:

Apple Trade-In for MBP, legit?

I tried to trade in a MacBook Pro through Apple/Phobio. They offered me about $900 - and then when they received it, they "adjusted" the offer to $0. In my opinion, Phobio are thieves who basically tried to steal my computer. The reason for the adjustment was that they say the battery was...

forums.macrumors.com

Bad Phobio trade-in experience. [Merged]

we have been dealing with a similar issue with Phobio. We filed BBB complaints on Apple and on Phobio. Apple was useless despite talking to someone who claimed they would help. Phobio and Apple are clearly involved in some sort of “bait and switch” scheme. We sent them a 21” iMac in perfect...

forums.macrumors.com

 

[BATman.Berlin]

Well, the issue now is the display is damaged. If true it happened during shipping. I don't want a defective unit back, after sending a completely fine and working laptop in. It's frustrating. Especially in these online only days.

 

[russell_314]

Well, the issue now is the display is damaged. If true it happened during shipping. I don't want a defective unit back, after sending a completely fine and working laptop in. It's frustrating. Especially in these online only days.

Wasn't it insured with UPS or the post office? If so maybe since it was damaged during shipment they will pay for it

 

[LeeW]

I don't want a defective unit back, after sending a completely fine and working laptop in.

All you can really do here is attempt a claim against the shipper assuming it was insured.

If the company is saying the screen was broken when it arrived then you are not going to get them to change their mind and pay you full trade-in value.

 

[vjevtic]

BATman,
Same issue here ://
Sent my MBP 1 month ago with a trade in value of $700. Got email this morning stating value dropped to $250 due to, I quote: « Display is Not Functioning Properly (Lines, Flicker, Pixel Damage) ». This is nonsense! Never had a display issue before with my laptop.
Called Apple three times this morning... Phobio would not answer
Ticket was created and senior customer service should call back.
This is outraging.

 

[BATman.Berlin]

BATman,
Same issue here ://
Sent my MBP 1 month ago with a trade in value of $700. Got email this morning stating value dropped to $250 due to, I quote: « Display is Not Functioning Properly (Lines, Flicker, Pixel Damage) ». This is nonsense! Never had a display issue before with my laptop.
Called Apple three times this morning... Phobio would not answer
Ticket was created and senior customer service should call back.
This is outraging.

Went through the same ... a sr. service rep called me and told me to send the laptop again and receive a store gift card. Yeah, sure. This is just ridiculous. laptop came back and is in excellent condition. They just played me till my return window was over. Now my little girl has a nice laptop.

 

[vjevtic]

I ended up writing a long email to Apple senior leadership a day after I called customer service, to explain what the situation was, how Phobio seemed to exaggerate defaults to bring down trade in value and finally to state how helpless Apple Customer Service had been on this issue.
A senior rep called me back the following week and after few discussions convinced me to take the $250 from Phobio and accept $250 from Apple, which I did, as I did not want my computer returned.
For the record, Phobio’s explanation for the steep decrease in value was that my laptop didn’t pass the colors test: while going through a number of solid background colors to check for display issues (dead pixels, irregular lighting etc.), the company found that the display was not rendering whites properly.

I sincerely hope that Apple update their trade in page to reflect all the detailed testing that is done when trading in which this NOT limited whatsoever to the four questions asked.

A shame really, that Phobio in the end has full power to decide which price is best to them. A shame also, that Apple don’t let that company... go.

 

[TonyC28]

Ugh same thing just happened to me. I'm trying to gather up the mental energy to argue with Apple about it. So frustrating and such a nice little scam for the trade-in partner.

 

[vjevtic]

Ugh same thing just happened to me. I'm trying to gather up the mental energy to argue with Apple about it. So frustrating and such a nice little scam for the trade-in partner.

Sorry to hear about this, Tony. It is worth it to write Tim an e-mail, provided you’re not willing to get your computer back. These subcontractors are really Sh*t!!! Apple should ditch them, really. No good for your image Tim 😡

 

[TonyC28]

Sorry to hear about this, Tony. It is worth it to write Tim an e-mail, provided you’re not willing to get your computer back. These subcontractors are really Sh*t!!! Apple should ditch them, really. No good for your image Tim 😡

I chatted with a rep this morning and they told me to try talking to Phobio and if they give me the runaround then contact Apple back. I was a little surprised by that because it almost sounds like they are used to dealing with it. Or maybe she was just being nice.

 

[vjevtic]

I chatted with a rep this morning and they told me to try talking to Phobio and if they give me the runaround then contact Apple back. I was a little surprised by that because it almost sounds like they are used to dealing with it. Or maybe she was just being nice.

Very much used to this unfortunately.
Next step is... you won’t be able to reach Phobio and you’ll revert back to Apple who will come with an acceptable yet lower trade in solution.

 

[irvdou]

I had a similar issue with an iPad Pro I sent in. Nothing wrong with it at all but Phobio send me back a revised $20 trade in offer as they said it didn't work when they got it. I refused and they sent it back. Week or two later I got it back, recharged it and took it into the local Apple Store for instant trade and they said it was in perfect condition and I got over $400 in trade for it. Won't ever send anything to Phobio again.

 

[chscag]

Lesson learned here:

Either sell your "trade in" Apple device yourself or take it in to an Apple Store if there is one nearby. Too many anecdotes of the same as above.