Trade In Nightmare

[triscuitbiscuit]

Have any of you had trade in nightmares? How did it resolve?

I sent in a trade in and got a revised estimate this morning for $0 due to cracked display. I sent it in with a normal display and was using it up to the day I traded it in. I’m pretty furious to say the least.

 

[barbu]

that’s enraging. Which outfit are you dealing with? Do they have Twitter? Might be time to make a stink. Do you have any evidence of the condition of your device before you sent it in?

 

[0128672]

Have any of you had trade in nightmares? How did it resolve?

I sent in a trade in and got a revised estimate this morning for $0 due to cracked display. I sent it in with a normal display and was using it up to the day I traded it in. I’m pretty furious to say the least.

It would be helpful to know whether this was via Apple's trade-in partner Phobio. There are a lot of posts on MR about experiences like yours (you can search for Phobio to read more). It always advised when possible to do the trade in-store. Hopefully you took photos of the device and the packing so you can prove it was ok before you mailed it in. If you have these photos and can prove how well you packed it, you can respond to Phobio with this info to see if they'll revise the estimate. If not, ask to have your device sent back to you.

 

[dizmonk]

It would be helpful to know whether this was via Apple's trade-in partner Phobio. There are a lot of posts on MR about experiences like yours (you can search for Phobio to read more). It always advised when possible to do the trade in-store. Hopefully you took photos of the device and the packing so you can prove it was ok before you mailed it in. If you have these photos and can prove how well you packed it, you can respond to Phobio with this info to see if they'll revise the estimate. If not, ask to have your device sent back to you.

100% agree. I've done trade-ins with Phobio and at the Apple store. My experience with Phobio - not so good. At the store - very good. The tricky part is doing the Imac trade in at store.

 

[0128672]

100% agree. I've done trade-ins with Phobio and at the Apple store. My experience with Phobio - not so good. At the store - very good. The tricky part is doing the Imac trade in at store.

Wouldn't doing an iMac trade-in at the store be a lot easier than double-boxing and packing it to ship?

 

[omeletpants]

Just traded my imac in and 5 days after I shipped it back I had a refund in my credit card account

 

[lambertjohn]

I didn't know you could trade-in your Apple stuff at the store. Is it only select stores that do that? Here in Dallas, no Apple stores take trade-ins that I know of, with the exception of iPhones, I think. I tried with with my MBA and they told me they would only do it online.

 

[ggibson913]

I have heard nightmares about Apple's trade in partner. I try to trade at the store when possible.

 

[The Other One]

Not specific to iMac, but relevant to the thread. I'm trading in a 2019 Mac Pro. Or trying to, anyway. At this point, they've sent me the trade-in kit for a 2013 Mac Pro twice. It's, like, 1/4th the size. And yet they won't allow me to take it into a store, because they won't honor the trade-in credit I was offered when I ordered the new MacBook Pro. (They're currently only offering about $600 less.)

Just got off the phone with Apple again. They're supposedly sending another trade-in kit. So help me, if it's the wrong one again, I'm just going to return the MBP and keep the Mac Pro.

I knew I could get a lot more for the Mac Pro if I sold it privately, but I was willing to take the loss for the sake of convenience. So much for that notion.

 

[0128672]

I didn't know you could trade-in your Apple stuff at the store. Is it only select stores that do that? Here in Dallas, no Apple stores take trade-ins that I know of, with the exception of iPhones, I think. I tried with with my MBA and they told me they would only do it online.

How recently was this?

The trade-in FAQ states:

Can I trade in a device at an Apple Store?
Yes, Apple Trade In is available on apple.com as well as in all our retail stores.


Makes you wonder why the store told you that. If it was my local store, I'd be contacting retail support via phone or chat to report you were told that you couldn't do an in-store trade for no reason.

Apple Trade In

Trade in your iPhone, iPad, Mac, Watch, or any other device for credit toward a new one, or recycle it responsibly for free with Apple Trade In.

www.apple.com

 

[wilberforce]

Sometimes it goes the other way. I just traded in a MBP with a badly scratched screen and hence with a quoted value of only $90. Phobio increased the value to $260.

 

[jg66ue]

Found this thread because of a problem I'm dealing with today.

Got offered 790 for my late macbook 2016 model computer. I thought I was dealing with Apple trade-in, but unbeknownst to me, they have a third party managing this stuff.

I did take photos of everything and made sure the computer was in perfect working condition.

However, this morning I was told that the computer was being adjusted to a value of "0" because "backlight not functioning properly".

I asked for photos of the device and they sent me these jenky photos that don't seem to showcase any issues. I spoke with Apple and they also don't know what the tech is referencing. Both of us thought they were addressing the keyboard, but they seem to be taking photos of the monitor. However, these photos are clearly taken with a flash and it's impossible to tell what they are trying to say here.

Regardless, I know there isn't any issue with the computer, but now I'm refusing to have them send it back to me because I didn't know this was a third party and I'm uncomfortable accepting a value of 0 as it alleviates them of any responsibility for what they may have done to this computer in their possession.

So, a) how in the world does Apple not tell you that this is going to a third party? I NEVER would have sent this computer out to any third party. I would have taken it to the apple store had I known otherwise.

b) what are they saying is wrong? the backlight on the monitor? First of all, these photos don't show anything wrong with the monitor. If they are referencing some sort of light fade (this is my only guess), it's totally unclear because they are using a flash or a light that could be causing this issue. That being said, the monitor was working fine when I sent it in. There was never any sort of bleeding of light or flicker or any issues with it.

Anyone have any thoughts on this mess?

(photo of the computer on is my photo - the other photos are their weird photos)

 

[noone]

I've traded in a few MacBook Pro machines through the mail in option and never had an issue. One time $50 more for one unit than was estimated. I don't know why because I had previously traded in exact same model and specs and got the estimated amount.

In-store on the other hand was a mixed bag for me. I traded one no problem. But another time, their computers were inexplicably showing an estimate several hundred dollars less than the online estimator. Managers came over, ran the trade in 47 ways to Sunday and still couldn't figure out why the numbers weren't matching. They suggested I do the mail in, which I did. The online estimate was correct and I was very glad I listened to them.

 

[wilberforce]

Found this thread because of a problem I'm dealing with today.

Got offered 790 for my late macbook 2016 model computer. I thought I was dealing with Apple trade-in, but unbeknownst to me, they have a third party managing this stuff.

I did take photos of everything and made sure the computer was in perfect working condition.

However, this morning I was told that the computer was being adjusted to a value of "0" because "backlight not functioning properly".

I asked for photos of the device and they sent me these jenky photos that don't seem to showcase any issues. I spoke with Apple and they also don't know what the tech is referencing. Both of us thought they were addressing the keyboard, but they seem to be taking photos of the monitor. However, these photos are clearly taken with a flash and it's impossible to tell what they are trying to say here.

Regardless, I know there isn't any issue with the computer, but now I'm refusing to have them send it back to me because I didn't know this was a third party and I'm uncomfortable accepting a value of 0 as it alleviates them of any responsibility for what they may have done to this computer in their possession.

So, a) how in the world does Apple not tell you that this is going to a third party? I NEVER would have sent this computer out to any third party. I would have taken it to the apple store had I known otherwise.

b) what are they saying is wrong? the backlight on the monitor? First of all, these photos don't show anything wrong with the monitor. If they are referencing some sort of light fade (this is my only guess), it's totally unclear because they are using a flash or a light that could be causing this issue. That being said, the monitor was working fine when I sent it in. There was never any sort of bleeding of light or flicker or any issues with it.

Anyone have any thoughts on this mess?

(photo of the computer on is my photo - the other photos are their weird photos)

Their photos are pretty poor, but it looks like maybe the screen is not evenly lit, and there appears to be a whitish smudge on the screen near the bottom left corner.
You could try asking for a better photo and a more detailed description of the defect. I suggest be politely persistent, some people have managed to get some satisfaction by doing so.
Typically Phobio does the online trade-ins as a subcontractor to Apple. In a sense they are part of Apple (like all Apple's subcontractors). You could not reject an Apple product because it was actually made by Foxconn, and not made by Apple's direct employees.

Unfortunately your only choices may be that either they send it back to you or they recycle it.
If that is the case, I suggest try again at an Apple store. The verdict or the value may be quite different.

I have heard a number of horror stories about online trade-ins, which has always made me a little worried about trading in online. But of course one never hears from the majority that never have any problem.

For this reason some people have elected to trade in at an Apple Store, so there is no dispute. The Apple Store method isn't always successful either, as it rather depends on the individual checking the machine, and some have been disappointed at the value offered. Sorry you have to deal with this. $790 is a not a small issue.

 

[wilberforce]

I've traded in a few MacBook Pro machines through the mail in option and never had an issue. One time $50 more for one unit than was estimated. I don't know why because I had previously traded in exact same model and specs and got the estimated amount.

In-store on the other hand was a mixed bag for me. I traded one no problem. But another time, their computers were inexplicably showing an estimate several hundred dollars less than the online estimator. Managers came over, ran the trade in 47 ways to Sunday and still couldn't figure out why the numbers weren't matching. They suggested I do the mail in, which I did. The online estimate was correct and I was very glad I listened to them.

Yes, Apple states that the online value is not necessarily the same as the in-store value. So one isn't "correct," just different.

 

[jg66ue]

Their photos are pretty poor, but it looks like maybe the screen is not evenly lit, and there appears to be a whitish smudge on the screen near the bottom left corner.
You could try asking for a better photo and a more detailed description of the defect. I suggest be politely persistent, some people have managed to get some satisfaction by doing so.
Typically Phobio does the online trade-ins as a subcontractor to Apple. In a sense they are part of Apple (like all Apple's subcontractors). You could not reject an Apple product because it was actually made by Foxconn, and not made by Apple's direct employees.

Unfortunately your only choices may be that either they send it back to you or they recycle it.
If that is the case, I suggest try again at an Apple store. The verdict or the value may be quite different.

I have heard a number of horror stories about online trade-ins, which has always made me a little worried about trading in online. But of course one never hears from the majority that never have any problem.

For this reason some people have elected to trade in at an Apple Store, so there is no dispute. The Apple Store method isn't always successful either, as it rather depends on the individual checking the machine, and some have been disappointed at the value offered. Sorry you have to deal with this. $790 is a not a small issue.

I agree, but there are a few things here that seem problematic to me.

1) we don't get the choice to trade in store. when you buy the computer online, the only choice is to send it in.
2) when you say you want to trade in, the three questions they ask in order to give you an estimate are:
-)does the computer hold a charge?
-) does the computer turn on and function?
-) does the computer have the power brick and cord?

With a yes to all three, they determined 800.

Now, if those are the questions that are necessary for determining an estimate of 800, then it's a definite bait and switch. Had I know they could check whether one of a million bulbs inside the monitor was out or faded or whatever (something a consumer would never see or know about in a million years - since - you would have to run a diagnostics program to make the screen bright white to see whatever they are seeing) and THAT determined the price of the trade in, I might have just skipped it entirely. If every single internal part needs to be perfect, then that needs to be part of the questions that determines an estimate.

Not to mention, it should be absolutely clear that Phobio is involved as they have 600 complaints with the BBB and are not a reputable trade in service.

My two cents. Perhaps someone at apple will correct, but my guess is I have to wait to get it back to sell it on craigslist.

 

[wilberforce]

I agree, but there are a few things here that seem problematic to me.

1) we don't get the choice to trade in store. when you buy the computer online, the only choice is to send it in.
2) when you say you want to trade in, the three questions they ask in order to give you an estimate are:
-)does the computer hold a charge?
-) does the computer turn on and function?
-) does the computer have the power brick and cord?

With a yes to all three, they determined 800.

Now, if those are the questions that are necessary for determining an estimate of 800, then it's a definite bait and switch. Had I know they could check whether one of a million bulbs inside the monitor was out or faded or whatever (something a consumer would never see or know about in a million years - since - you would have to run a diagnostics program to make the screen bright white to see whatever they are seeing) and THAT determined the price of the trade in, I might have just skipped it entirely. If every single internal part needs to be perfect, then that needs to be part of the questions that determines an estimate.

Not to mention, it should be absolutely clear that Phobio is involved as they have 600 complaints with the BBB and are not a reputable trade in service.

My two cents. Perhaps someone at apple will correct, but my guess is I have to wait to get it back to sell it on craigslist.

I also had the following questions asked when I traded in a 2015 MBP a few weeks ago:

• Do the keys, ports, trackpad, and camera work as expected? Is the enclosure free from signs of warping or swelling?
• Is the screen and enclosure of your Mac in good physical shape? (Is the screen intact and free of cracks and cosmetic damage? Is the display free of pixel loss, black or white spots, and lines? Is the body free of major scratches, dents, and liquid damage?)

It is this last question that is the most subjective, unfortunately. Also, it is very difficult for the average person to determine something like "pixel loss."

 

[jg66ue]

Hm. I wonder if they are more lax about their questions regarding newer (post 2016) computers because there was no question about pixels or monitor spots or any of that. That being said, there was not and I would have answered yes regardless.

Good news, though. I asked Apple to file an investigation and they did and they concluded it was BS and they are now giving me the full amount of the trade in. Not sure what happened, but based on my few phone calls with Apple, they were absolutely confused by what Phobio was doing.

Glad that Apple got on the right side of this quickly. I hope they drop Phobio hard in the future.

Thanks for the thoughts everyone. Glad it worked out.

 

[YanniDepp]

Those photos look like pressure marks on the screen. Very rare on modern MacBooks but they were common on the old 2006-2010 white plastic models. Over time you’d get a white mark in the same shape and location as the apple cut-out on the lid.

 

[eoren1]

Currently dealing with a trade in 'bait and switch' from Phobio...
Late 2015 27" iMac i7 with 512gb SSD quoted at $580
Phobio claimed 'incorrect serial number' and adjusted to $450 based on an i5/3TB fusion
I have the original receipt proving I own the former not the latter
Called Apple Support 5 times over a week before finally being told to contact Phobio
Their support is only accessible by email and has been less than helpful
I have 24 hours to accept the $450 or have the iMac shipped back which would be a royal PITA...

 

[EBBTexan]

Have any of you had trade in nightmares? How did it resolve?

I sent in a trade in and got a revised estimate this morning for $0 due to cracked display. I sent it in with a normal display and was using it up to the day I traded it in. I’m pretty furious to say the least.

My box was smashed by UPS and I got not one red cent! Now I traded in my iMad desktop and they cannot find it. I am fed up with their trade in program. They have bait and switched me out of $380!