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Bad Phobio trade-in experience. [Merged]

Our issue was finally resolved after filing a BBB complaint and a complaint with the state attorney general. They’re concerned with the BBB for sure and they are aware of all the issues. I think they have mismanagement wherever they’re doing the inspections.

Don’t show any proof you have of the MacBook. Their pictures are always horrible. Continue to deny it’s your machine and they will eventually give you the money quoted. Keep in mind they will have to give you the Apple store credit because without Apple, they can’t put it back on your card.
 
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Apple and Phobio screwed me over with their trade-in program as well. Originally quoted $420, but it was lowered to $150 due to "Delaminating or Worn Display Coating". I filed a BBB complaint with both Phobio and Apple. Not only was the issue dragged for days, but they couldn't resolve anything. It's very frustrating, especially coming from a brand like Apple. I'll try filling a complaint with the Attorney General.
 
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After 17 years as a Mac user, my experience with Phobio motivated me to join macrumors instead of just reading posts.

I had (well, still technically "have") a 13" MacBook Pro which works fine. However, I was running out of space on my hard drive and wanted more memory, so I started thinking about upgrading. The Air Pods promo in June got my attention, and the trade-in offer of $440 for my 2017 MBP sealed the deal.

I sent in my old MBP after wiping the HD and reinstalling the OS. On July 23, a little more than a week later, I received an email that my trade-in refund had changed to $160. The reason was "Physical Damage." I cancelled the trade in. I decided to see if my experience was common, and that's when I found this forum. I started a chat with Apple support to express my displeasure with the experience. The trade-in quote was part of the reason I decided to buy the computer, and this experience--which seems to be a bait and switch--is uncharacteristic of my experiences with Apple. The person on the other end of the chat said there was nothing they could do because I had cancelled the trade in. They suggested I contact them again after I received my computer.

I received my computer a couple of days ago, and there is no damage. There are a couple of smudges and very minor scratches which is how I represented the condition, but there is no "physical damage" in any sense of the words. The computer works just fine. I suspected that maybe the issue was the keyboard, which was a documented problem for the 2017 MBP. I don't see how they could have determined that in their inspection, though. Just to play it safe, I am getting the keyboard fixed under Apple's Keyboard Service Program before selling it elsewhere. (Sellyourmac.com's offer is $492, and I will look at others.)

Calling Phobio's practices "shady" would be generous. Based on some of the good experiences I have read here, I suspect the company fulfills enough of their trade ins to make themselves seem legit, but then they attempt to scam a portion of the customers who send in trade ins. For each one of us who posts here and rejects the revised offer, there are probably a couple of dozen others who accept the revised offer. They've probably decided the additional costs they incur returning computers to us is a small price to pay in exchange for the amount they get from cheating others out of a fair trade in.

I wish I had done some research about Apple's Trade-In Program before I used it. Hopefully, others will do that and find this forum. They need to know that it might go well and they get the promised amount, but, then again, it might not. It's up to them if they decide to take that chance. I won't do it again.
 
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An update: On August 6, I got a quote of $491 from sellyourmac.com, and they added $15 for a promo they were running. On August 9, I received an email confirming the quote with a shipping label attached. I had a box from shipping the MBP for Apple Care earlier in the year, so the lack of a box was not an issue. On August 10, I took the box to FedEx, and today (August 13), I received an email that the MBP passed the diagnostics and $506 was sent to me by PayPal. All in all, it took one week from getting a quote to getting a payment that was $66 more than the "quote" from Phobio and more than three times the revised quote for my MBP with (what they called) "physical damage." All in all, this was a much easier and more satisfying experience than working with the company Apple decided to partner with.
 
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Well, I'm here to pile on Phobios.

After two decent transactions with them, my last one was less than satisfactory. They knocked down the exchange value by two-thirds after inspection and concluded that they could not assess the item quality or some other B.S.

After I refused the revised trade-in value, they returned it and now it back in my possession, none the worse for wear. I double checked the serial number, it is the same device.

Big pain in the ass. I might try a trade-in attempt in-person in a bonafide bricks-and-mortar Apple Store but this has turned into such a hassle.

It's a shame that Apple's chosen trade-in partner has become so shady. :(
 
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Erehy Dobon said:
Well, I'm here to pile on Phobios.

After two decent transactions with them, my last one was less than satisfactory. They knocked down the exchange value by two-thirds after inspection and concluded that they could not assess the item quality or some other B.S.

After I refused the revised trade-in value, they returned it and now it back in my possession, none the worse for wear. I double checked the serial number, it is the same device.

Big pain in the ass. I might try a trade-in attempt in-person in a bonafide bricks-and-mortar Apple Store but this has turned into such a hassle.

It's a shame that Apple's chosen trade-in partner has become so shady. :(
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I would bet you'll get what the estimate stated at an Apple Store.
 
Namara said:
I would bet you'll get what the estimate stated at an Apple Store.
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The problem is, Apple Stores (even if they’re open) are not accepting trade-ins due to COVID.

I’m pretty sure Phobio realizes this, and uses it as an opportunity to mislead/screw even more people with regards to the trade in value.
 
BeatCrazy said:
The problem is, Apple Stores (even if they’re open) are not accepting trade-ins due to COVID.

I’m pretty sure Phobio realizes this, and uses it as an opportunity to mislead/screw even more people with regards to the trade in value.
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Do you have a citation for Apple not accepting in-store trade-ins after its May announcement that they would take Mac trade-ins?

The problems with Phobio started long before this year. Just read back in this thread to find out.
 
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Namara said:
Do you have a citation for Apple not accepting in-store trade-ins after its May announcement that they would take Mac trade-ins?

The problems with Phobio started long before this year. Just read back in this thread to find out.
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No citation, other than I called my local Apple store and a manager confirmed that they weren’t handling trade-ins at the store. YMMV.
 
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phobioscrewedme said:
Apple and Phobio screwed me over with their trade-in program as well. Originally quoted $420, but it was lowered to $150 due to "Delaminating or Worn Display Coating". I filed a BBB complaint with both Phobio and Apple. Not only was the issue dragged for days, but they couldn't resolve anything. It's very frustrating, especially coming from a brand like Apple. I'll try filling a complaint with the Attorney General.
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Same here. I got quoted $830 for an almost pristine 15" mid 2017 pro and it got lowered to $300 because of a bent housing. It was not bent when I sent it. In fact, it lived almost its entire life in a case on a desk in my studio. Never dropped, rarely traveled. I also inspected it before sending it so the bent housing is bulls$%#. Let me know how your complaint goes. I'm thinking of doing the same thing in my state.
 
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mcapanelli said:
Same here. I got quoted $830 for an almost pristine 15" mid 2017 pro and it got lowered to $300 because of a bent housing. It was not bent when I sent it. In fact, it lived almost its entire life in a case on a desk in my studio. Never dropped, rarely traveled. I also inspected it before sending it so the bent housing is bulls$%#. Let me know how your complaint goes. I'm thinking of doing the same thing in my state.
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Does Phobio still have your MBP? If so, I would not accept the offer, and I would have them send it back. Sellyourmac paid me over $500 for my 13" mid-2017 MBP after Phobio revised its offer down to $160.
 
bmstpafl said:
Does Phobio still have your MBP? If so, I would not accept the offer, and I would have them send it back. Sellyourmac paid me over $500 for my 13" mid-2017 MBP after Phobio revised its offer down to $160.
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CashForYouMac.com and MacMeAnOffer.com are two sites that have very good reputations too and are well-liked by some MR members. I can personally attest to CFYM having done two trades with them this year.
 
bmstpafl said:
Does Phobio still have your MBP? If so, I would not accept the offer, and I would have them send it back. Sellyourmac paid me over $500 for my 13" mid-2017 MBP after Phobio revised its offer down to $160.
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I declined immediately and contacted Apple. They didn't include a picture of the damage with the quote revision and Apple had to press them for one. When it came back my wife looked at it and said I'd better check the serial number when it comes back as there's no way its my Mac. Judging from the picture I'm pretty sure it was dropped at Phobio.
 
Namara said:
CashForYouMac.com and MacMeAnOffer.com are two sites that have very good reputations too and are well-liked by some MR members. I can personally attest to CFYM having done two trades with them this year.
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Make me an offer quoted me a price that was $300 above Phobio with the damage. What will most likely happen now is I'll use the AppleCare+ that's still on the machine to fix whatever damage I find on it and then get another quote from Make Me an Offer. I'll never go back to Phobio again.
 
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I became aware of this thread at the perfect time! I am considering selling another Mac though one of these services, and it's good to know to cross Phobio off the list. Sorry for all those who had to deal with these horror stories.

Anecdotal, but the only other time I sold a machine this way was through macmeanoffer.com, and the process was smooth and fair end to end. This thread has me thinking I should just use them again.
 
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Also adding on. I sent in an Apple Watch 3 and iPad Mini 4 to Phobio on the same day a month ago or so. The AW arrived in reasonable time and the iPad Mini was a week later. They went to the same place, same time, same carrier. But ok I will blame the shipper for that. First they tell me the AW is Activation Locked. This is simply not possible. I correctly reset it and ensured it was not associated with my iCloud account Find My before I sent it in. Fought back hard enough and they finally said it was their error. Then the iPad Mini shows up - revised offer $0 because it will not turn on. It was working perfectly before I sent it in. I have asked for a picture of the serial number of the back - no one will send me that info though I have asked numerous times and have a case opened. Though today I did receive an email from them that was actually intended for another poor soul that is fighting with them about a bogus $0 change as well.
And here's the thing - I'm a mobility specialist for my company. I engineer MDM solutions and I work with Apple and Samsung devices day in and day out. I know what I sent in. I took photos and I know how to reset devices. I have had a bad feeling about them so I hit Google and found a ton of issues reported with them. They have now surpassed me just thinking they are highly incompetent, this feels scammy to me and I wish Apple would disassociate with this company.
 
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Phobio works hand in hand with Apple on this, there’s no sugar coating it, so I play their game, I just simply get the item i want serviced to Get a brand new refurb before sending it in. If it doesn’t look like new or never used, don’t Bother they will find something wrong with it or nit pick. Just finished an Apple Watch series 4 trade in and got the quoted amount without a fuzz, straight from apple to phobio and it works.

The one thing I realized is that trade in’s only work if you use apple to buy your device in full or use their monthly payment plans and not your carriers.

With the new iPhone 12 around the corner, I can’t get approved by apple so I have to use my carrier’s trade in program at which point it’s better going through with them Than apple.
 

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I feel like a complete moron for believing they would live up to their quote.
After reading all the stories, I realize I should have done some more research before believing this "apple partner" was legit.

I sent them a brand new, never opened, macmini 2020, new in box!
They quoted $1080 initially.
After receipt they are now saying it's only worth $820.
It was just delivered, they haven't even looked at it and they reduced the price to 820 how?
WTF kind of business does this as standard practice.
These guys/gals are complete scumbags, please don't use them.
Learn from mine and other people's experience.
phobio scam.PNG
 
FWIW I traded in my 2018 MBP and got exactly what was quoted, same experience on my iPhone 8.

They seem to be hit and miss, alot of times because the original quote is for different specs than the computer thats actually sent, even though you provide a serial.
 
That quote (the new one) gives them a profit of $110. That model can be bought from Apple's own refurb store for $929, and I'd rather buy it from Apple than from a 3rd-party seller even if it WAS unopened. If they give you what you paid they end up losing money. Last I checked, that's not a great business practice...
 
hallux said:
That quote (the new one) gives them a profit of $110. That model can be bought from Apple's own refurb store for $929, and I'd rather buy it from Apple than from a 3rd-party seller even if it WAS unopened. If they give you what you paid they end up losing money. Last I checked, that's not a great business practice...
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I paid more than that but that is beside the point.
Don't quote a ******** number when you know you will never pay it.
That is bad business practice last i checked.
 
Your experience is anything but unheard of. Phobio is not the best company to deal with, IMHO. I highly recommend Mac Me An Offer.
 
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hallux said:
That quote (the new one) gives them a profit of $110. That model can be bought from Apple's own refurb store for $929, and I'd rather buy it from Apple than from a 3rd-party seller even if it WAS unopened. If they give you what you paid they end up losing money. Last I checked, that's not a great business practice...
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But, in that case, they should never have made that original offer!!! The serial number for that system was provided before the offer was made. By getting the SN, Phobio knows the specs and respective MSRP before such an offer is made. They have the data they need to determine how much they could buy a Mac for in order to make a profit before an estimate is given to the consumer. While that offer is indeed only an estimate, this tendency of Phobio making a much higher initial offer and then reducing it for strange reasons or no reason at all happens pretty often. That also is not the greatest of business practices.

 
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