Apple Trade-in changed from $580 to $0

[heartburn]

I pre-ordered and received an M1 MBP a few weeks ago. I opted to trade in my 2019 MBP at the same time and Apple gave me an instant credit for it. There was absolutely NOTHING wrong with my original device: it turned on three times before I sent it in and I'd been using it daily up to that point without incident. Apple received my trade-in two days ago and informed me that my offer was reduced to $0 because the "device does not turn on/off." I was stunned.

My only guess is that the battery drained in transit. I asked them to re-inspect the device but they only stated that nothing happened to the device in transit. (Odd wording that gives me pause.) I rejected their "offer" and now they're sending my original device back.

So I have a few questions I'm hoping someone can help with:

1. What can I do if I get the device back and it actually works (which I 100% expect will happen)?
2. I used my apple card for monthly payments initially, but the trade in value was added to my balance as soon as I rejected the offer. Will that be folded into the installment plan or will I have to eat the cost this month?
3. Has anyone else had a similar experience with Apple?

 

[0128672]

If your machine is still in good working order upon its return, I'd recommend once you get it back to try doing the trade-in at an Apple Store. Explain the situation and ask that it be applied to this purchase. Usually it can't be done after a purchase has been finalized, but maybe there's some wiggle room.

Sounds like you were dealing with Phobio, Apple's third-party trade-in partner. There's lots of posts on MR about bad experiences just like yours concerning that company.

 

[heartburn]

Update: The device was returned to me today. As I expected, the MacBook turns on and works perfectly fine. I'm not sure what Phobio is doing, but 0/10 would not recommend Apple trade-in.

 

[0128672]

Update: The device was returned to me today. As I expected, the MacBook turns on and works perfectly fine. I'm not sure what Phobio is doing, but 0/10 would not recommend Apple trade-in.

Glad you got it back and it works fine. Your Phobio experience matches others' here too (but not all). You could sell it via Swappa (direct sale to a buyer), CashForYourMac.com or MacMeAnOffer, to name a few of the reputable vendors.

In-store Apple trades are pretty much a sure thing. I just did one yesterday again for an M1 Mac mini. They didn't even open the box LOL.

 

[CoffeeMacBook]

Wait! Before you try to sell it on your own, try trading it into the apple store. I got the store to accept my trade in, you can read my story here.

 

[0128672]

Wait! Before you try to sell it on your own, try trading it into the apple store. I got the store to accept my trade in, you can read my story here.

Wow, that was a good write-up of your experience, and happy to hear how well it worked out. Congrats.

 

[3SQ Machine]

+1 on the trade-in at the Apple Store. I went during the last hour the store was open and the sales rep barely looked at the device and gave me full credit.

 

[heartburn]

Thanks for the great advice, all. (Especially that write-up, @CoffeeMacBook.) I think I'll give the in-store trade-in a shot later this week. Do you all think I they can apply the credit to my original payment method/purchase even though M1 MacBook arrived almost two weeks ago? Seems fair considering the device works, contrary to what the mail-in inspectors claimed.

 

[0128672]

Thanks for the great advice, all. (Especially that write-up, @CoffeeMacBook.) I think I'll give the in-store trade-in a shot later this week. Do you all think I they can apply the credit to my original payment method/purchase even though M1 MacBook arrived almost two weeks ago? Seems fair considering the device works, contrary to what the mail-in inspectors claimed.

I think if you can go as soon as possible and explain the situation, maybe show the Phobio email, they might get a store manager's approval to do it ... if the system lets them. If that doesn't work and you're still within the 14-day return period, you could return it, do the trade-in and then do a new purchase from store stock (assuming they have the configuration you want).

 

[CoffeeMacBook]

I would go as soon as possible. The longer time passes, the less room you’ll have to work with. They weren’t able to apply it to the original form of payment due to whatever internal system that locks that option. You’ll be able to walk out of the store with cash though 😊

 

[nathan_reilly]

DONT WAIT TIL LATER THIS WEEK, GO NOW! (if the money is worth it to you)

 

[heartburn]

DONT WAIT TIL LATER THIS WEEK, GO NOW! (if the money is worth it to you)

Unfortunately the earliest I can make it is tomorrow (Thursday) because of my current work schedule.

 

[0128672]

Unfortunately the earliest I can make it is tomorrow (Thursday) because of my current work schedule.

Make an early shopping assistance appointment if you can.

 

[heartburn]

Make an early shopping assistance appointment if you can.

Already done. I’ll be there as soon as the store opens.

 

[heartburn]

Another update: Went into the store, and the rep messed things up. They thought they'd be able create the gift card and then apply it to my Apple Cash balance. By the time they realized they were mistaken, the trade-in had already been completed. They checked with a manager and their only "solution" was to contact Apple Support. Their only solution was to unredeem the gift card (i.e., remove it from Apple ID; the store rep did that in their bid to apply their fix).

I'm so frustrated with this entire trade-in ordeal. Between the mail-in part lying about the device not working, the Apple Store rep lying about their solution, and having an unexpected $580 balance on my Apple Card, this is just ridiculous. The most insulting part was the Apple ID phone rep's suggestion that I use the gift card to "treat myself" to an Apple product to make up for this headache. I kindly explained that I don't need or want any apple products at this point because I just bought a MacBook. I also stated that I'd rather have a lower Apple Card balance like I expected when I preordered my laptop before Phobio lied and put this into motion…

I'm going to call the Apple Store to speak to a manager about the situation and see if they can cash out the gift card the rep mistakenly assigned to me.

 

[heartburn]

Yet another update: I called Apple's sales department instead to see if the gift card could be applied to the order. The rep stuck on the phone with me trying every avenue for over an hour and a half because he agreed that this was unfair. He tried Customer Relations, the Apple Cash/Pay department, and his supervisors; all told him to contact the store, which he did. They checked with a manager and they came up with a solution: I'll go back to the store next week, return the gift card, and they'll refund it to a card of my choice. Apparently, the person that gave me the bad info was new (I figured; hope it's just a teaching moment). The phone rep was persistent and took a LOT of notes that are now on this case number, which I appreciated tremendously.

I can't make it back to the store until early next week due to some other commitments, but the store manager is sending an email to their team so things will be ready when I can make it in.

 

[CoffeeMacBook]

...The most insulting part was the Apple ID phone rep's suggestion that I use the gift card to "treat myself" to an Apple product to make up for this headache. I kindly explained that I don't need or want any apple products at this point because I just bought a MacBook.

That would've enraged me to hear that! I would've said "excuse me, I just spent thousands of dollars on a brand new product!!"

The phone rep was persistent and took a LOT of notes that are now on this case number, which I appreciated tremendously.

That's good news. I hope Apple changes the trade-in process to allow in store trade-ins as an option during online checkouts. They need to make this process less of a hassle.

 

[0128672]

Yet another update: I called Apple's sales department instead to see if the gift card could be applied to the order. The rep stuck on the phone with me trying every avenue for over an hour and a half because he agreed that this was unfair. He tried Customer Relations, the Apple Cash/Pay department, and his supervisors; all told him to contact the store, which he did. They checked with a manager and they came up with a solution: I'll go back to the store next week, return the gift card, and they'll refund it to a card of my choice. Apparently, the person that gave me the bad info was new (I figured; hope it's just a teaching moment). The phone rep was persistent and took a LOT of notes that are now on this case number, which I appreciated tremendously.

I can't make it back to the store until early next week due to some other commitments, but the store manager is sending an email to their team so things will be ready when I can make it in.

Your persistence has paid off, but what a lot of back and forth, eesh! Sounds exhausting. Congrats on the happy outcome.

 

[heartburn]

That would've enraged me to hear that! I would've said "excuse me, I just spent thousands of dollars on a brand new product!!"



That's good news. I hope Apple changes the trade-in process to allow in store trade-ins as an option during online checkouts. They need to make this process less of a hassle.

That’s what I told the phone rep and he agreed. The online option should at least communicate in some capacity with stores just in case something like this happens.

Your persistence has paid off, but what a lot of back and forth, eesh! Sounds exhausting. Congrats on the happy outcome.

Thanks. Yeah, it’s not how I planned on spending my day off, but that’s a LOT of money essentially left in the wind until I need a phone or something. Rather pay off the card balance and avoid the interest.

 

[zarathu]

(Odd wording that gives me pause.)

You were dealing with initially at least with an AI. Apple may have decided that they had too many of your model and were not accepting any more trades and so AI was responding and all were being shipped back. If you want to see their AI’s in action, go to the apple community, and read any of the responses by anyone called community specialist, and a first name and an initial. Notice the rigidity. It's actually hard to reach a real person at Apple anymore.

 

[heartburn]

Final update! Showed up at store opening and explained the situation and what the manager told Apple support last week. They pulled me aside right away and brought the guy over. He also apologized for the mixup and started working to get it sorted out. He didn’t want to put it back on my Apple Card because that would’ve resulted in a credit adjustment for the daily cash I accrued from this debacle. He tried refunding it to Apple Cash instead but that also didn’t work, so they gave me cash instead. This all happened within 10 minutes.

Like I told the store manager, none of this would’ve ever happened if the online trade in people hadn’t lied and said the device was broken in the first place. I’m just glad it’s settled.