Phobio returns MBP in terrible condition - any options?

[hky740]

I bought an iMac about a month ago and as part of a trade in, I was going to sell my 2019 16' MBP.

The MBP was assessed at a trade-in value is $1260 but Phobio revised it down to $0 for some ridiculous reason called "model revision."

Nothing was physically wrong with it. It ran fine.

I rejected the trade-in and the MBP arrived back today. The screen looks like it has been through the ringer. Though I didn't take pictures of it before sending it away, not expecting any issues, it certainly did not look like this at all.

It's hard to see in the photo but there's also a major keyboard imprint on the display now as well.

What do you think my options are now?

 

[Erehy Dobon]

One real option is to walk the unit into a bricks-and-mortar Apple Store and have a real Apple Retail employee assess the condition.

I have used Phobios successfully before but the last time the Apple website provided quote and upon receipt, Phobios knocked down the assessed value. I refused and the unit (MacBook Air 2019) was sent back to me in the same condition.

I made an appointment to see an Apple Specialist because of COVID-19 restrictions but the sales associate was able to provide a quote that was close to what the website offered a couple of months earlier so I went with it.

Next time, take a photo before you send it.

Best of luck.

 

[hky740]

One real option is to walk the unit into a bricks-and-mortar Apple Store and have a real Apple Retail employee assess the condition.

I have used Phobios successfully before but the last time the Apple website provided quote and upon receipt, Phobios knocked down the assessed value. I refused and the unit (MacBook Air 2019) was sent back to me in the same condition.

I made an appointment to see an Apple Specialist because of COVID-19 restrictions but the sales associate was able to provide a quote that was close to what the website offered a couple of months earlier so I went with it.

Next time, take a photo before you send it.

Best of luck.

What would you do if the Apple Store wasn't an option? While there is one locally, it has been closed for months due to COVID with no re-open date in sight.

I reached out to Apple's support chat but was directed to call Customer Relations tomorrow.

I should have taken a photo, yes. But I've never traded in anything before and didn't expect any problems. I guess I didn't know better about taking photos.

At the very least, the screen should be replaced free of charge for me. It looks like hell now.

 

[velocityg4]

I'd say to check the serial number. Just to make sure they even sent you back your computer and didn't mix anything up.

 

[arche3]

Same happened to me. Quoted 780. Went down to 160. Came back with a small scratch on screen. I will never use them again. File a BBB complaint. Only way to get it resolved to your satisfaction. I did and was contacted by a manager. Otherwise you will never get them on the phone. I actually sold my MacBook pro for more than the 780 trade in value they quoted me on ebay even with the small scratch they put on screen. So I never had to go thru their BBB resolution process.

 

[BeatCrazy]

Similar issue when I sent in my original iPhone SE. It was 100% mint (had lived in a LifeProof case all its life). Was quoted $35, and they revised it down to $0. They cited "Unable to guarantee personal data could be wiped", which makes zero sense as the phone was erased and Find My iPhone was turned off.

Fortunately, the did send back the same unit, and no visible damage.

OP, I realize that doesn't help your situation, but just a warning to others to think twice before using Apple's trade in system via Phobio.

 

[hky740]

Calling Apple customer service didn't do anything than get me transferred to Phobio. And after a call with them, I had to send an e-mail with a photo.

Why does Apple associate itself with a company like this? I'd think they'd have the capacity to handle trade-ins themselves.

 

[velocityg4]

Calling Apple customer service didn't do anything than get me transferred to Phobio. And after a call with them, I had to send an e-mail with a photo.

Why does Apple associate itself with a company like this? I'd think they'd have the capacity to handle trade-ins themselves.

They don't want to deal with trade-ins. They only offer it as an incentive to get you to buy new. As they can offer you payments on the spot in store trade-ins. I guess Apple gets to tell them what it's worth in those types of trade-ins.

I expect Phobio made them the best offer. As long as complaints aren't too high. Apple will keep using them.

 

[hky740]

Update.... Phobio says the trade in never should have been allowed by Apple. As the late 2019 16 inch MBP is the most recent version, it is not eligible for trade-in according to Phobio. It will be once a new 16 inch model is released.

Has anyone heard of that policy?

Apple's website incorrectly listed my MBP as a mid-2019 15 inch model despite having the right serial number.

The MBP is apparently going back to Apple to get the screen replaced.

 

[ctjack]

Has anyone heard of that policy?

That is a legit statement. You can't push to trade in with newest of tech on Apple website, unless you incur an error:

Apple's website incorrectly listed my MBP as a mid-2019 15 inch model despite having the right serial number.

 

[Fred Zed]

They should rename themselves to Phobia.

 

[angelm129]

Just used Phobio for 2 devices this past month and both experiences were terrible. Found myself here after starting to feel like they have surpassed incompetence and appear to be a dirty company so searched on Google for similar issues. Google Search did not disappoint (unfortunately). Sure a few devices go through - they can't draw suspicion with a 100% fail rate, but the level they claim Activation Lock (falsely) or damage or bricked devices for items that definitely did not have the so called problem when it was shipped. I don't know why Apple continues this relationship.

 

[Fred Zed]

Just used Phobio for 2 devices this past month and both experiences were terrible. Found myself here after starting to feel like they have surpassed incompetence and appear to be a dirty company so searched on Google for similar issues. Google Search did not disappoint (unfortunately). Sure a few devices go through - they can't draw suspicion with a 100% fail rate, but the level they claim Activation Lock (falsely) or damage or bricked devices for items that definitely did not have the so called problem when it was shipped. I don't know why Apple continues this relationship.

Where there is money to be made they will scam for further profits. Are Phobia appointed by Apple for this process ? If so more reasons to avoid them.