Apple Tradein Device Credit

Update: I did call and spoke to customer service @ Phobio at 1-800-353-9028 option #2 (as directed by Apple support even though they told me it sounds like you’re supposed to pick option #1). She put me on hold for about three minutes, came back and said that she saw no damage on my laptop and immediately changed my trade-in value back to the $330 that have been promised. So while I appreciate her help, it is a little disturbing that had I not called I would’ve lost $230. And frankly a little suspicious.

They’ll charge you the full price and then refund you the trade-in value once they receive and check the traded in device. You can get a price for the device you’re wanting to trade in when you order your new device. You have to give the serial number and answer a couple of questions about its condition to get a price.

DO NOT send your device to Phobia! I cannot believe Apple does business with them. Just look up there reviews 1st if you don't believe me. I sent in a phone that had a trade in value of 50.00 (not a big deal), but they came back and said it was a lesser model with damage. I contacted them and and advised them of the phone I sent and after some time they confirmed they put the wrong model, but that there was still damage. I advised them there was not and that they already lost credibility.

Only after did I look up this company to read reviews... now I am only hoping they return the correct phone undamaged. Per other reviews the company states damages or that it is the wrong item and when people request there merchandise back they get it back with scratches. Apple if you are reading this, cut ties... I think less of you for your recommendation and association.

My credit for trade-in showed up about a week or ten days after I sent the phone in. It depends on when they receive it, weather, etc. may cause delays.

I traded in my MBP after a frustrating repair experience with a keyboard that arrived with a dead "N" key.

The dead N, traded, MBP was received on 01/14 by the company that handles trade-ins. They logged the device on the 15th and my repair screen at https://secure1.store.apple.com/ says, "a team will inspect it and give you an update within three business days." Today is the 01/20. I have followed up with Apple phone support and have been transferred to the trade-in partner, Folio, and have been disconnected twice after 25 minutes.

I have gotten conflicting expectations from Apple support, too. One contact said a week, another said up to 4 weeks. This is the kind of interaction that erodes confidence. What am I to expect?

That depends on whether you’re trading in as part of the purchase of a new device, in which case it is a credit against the cost of the new device, or whether you’re just selling, in which case it is a gift card.

While waiting for a repair I bought a new machine and offered to trade the repaired one. So it would be a credit to the method of purchase. Apple repair returned the machine in pristine condition (I thought) with just a defective keyboard key. Phobio, the outsourced trade-in manager declared the screen to have a hairline crack (news to me), and instead of being credited for $1250 they offered $440. So it is too late to return the new machine and too little to accept for the trfade in.

Quite a quandry.

I have been really disappointed in Apple’s Trade in program. I replaced 3 of our iPhone 7s and used Apple trade in for one of them. The other 2 trade ins refunded money to my bank account within 24 hours of receiving my device. Apple would only refund to the credit card I used. They received the device over a week ago and I am still waiting. Apple was also the lowest price offered. My advice is to shop around and check reviews on Trustpilot rather than using the Apple plan.

@jsoard This same thing happened after I purchased a new Macbook Pro and sent my old one in as part of a trade in. Apple now outsources this as you've mentioned. I was to get $330 for a trade in, but once they received my old Macbook (was really in perfect condition), they said there were "more than 3 white dots in the screen" and changed the credit I'd receive to $100.

I felt very comfortable with trade ins directly with Apple when making a new purchase, but I totally don't trust the company they've outsourced this to now. It's basically Bait and Switch. And then once you've made your new purchase, you're kind of stuck. Yes, you can get your old device back from them, but then what?

Getting through to Phobio (the outsourced returns agent) was difficult. I will spare you the details. When I did get through the individual was pleasant, transparent, and forthcoming. He actually sent a picture of the problem. Should this have come with the devaluation? Yes. But none the less, he shared that they are given strict guidelines by Apple. The 3 pixel issue was probably the break-off point. Sorry. The whole process was a disappointment especially for the energy it took to get through to Apple or Phobio. The machine was returned to me by FedEx and left at my door without a signature requirement. I will be making a trip to the only available Apple Store to review my experience with a human... face-to-masked-face.

All I can say is, do NOT make a purchase decision based on an Apple estimate. Just don't do it.

I've done it more than once and not had a problem. If you did this by mail how did you get an estimate by Apple? Or did you just use the questions asked in the link? If the latter then you apparently weren't quite truthful.

That is a ridiculous accusation for you to make - that people were not truthful when they sent their device! Sure - some people may be deceptive but if you read all the complaints - NUMEROUS people send perfectly good devices and then are told they are broken.

In my case, from the moment I bought my iPhone, it was kept in an OtterBox and had a tempered glass cover on it. The device they sent back to me looked like there had been a sticker on the back of it and it had pixel problems in the middle of it. I am now researching to see if the phone they sent back is the actual phone that I sent them.

Think about it for just a minute and you will realize that if they bait and switch phones, they can make some good money from Apple.

Apple needs to get rid of Phobio, or at the very least, Phobio needs to get rid of some of their employees. Or, do not allow trade-ins via email. Make people take them to the Apple store.

I am very glad that you did not have a problem. I have also done it more than once which is why I trusted the process. No need to be condescending, though. The trade-in had just returned from Apple repair with no flaws acknowledged. It's not nice to call Apple repair services dishonest.

I just had a similar experience with trading in my iPhone XS Max via apple trade in. My phone was in pristine condition —it had a zagg tempered glass screen protector on it from the day I got it as well as an otter box case and then a super protective tech 21 case that even had a slide over that covered the cameras. The tech at the apple store even remarked about the amazing condition of my old phone when we were picking up my new iPhone 12 Pro Max. The phone charged perfectly by both cable and wireless charger and stayed charged for the day without any problems. Not one ding or scratch on it, all buttons and cameras working perfectly. Sent it to the trade in partner in their packing box and we get an email from them a week and a half after they received it saying the phone won’t charge or hold a charge so the value has been dropped from $370 to $0!! What?!?! We called apple and questioned it and they forwarded us a picture of a phone (not even sure it was mine) plugged in with the screen turned off that the partner had sent them as “proof” that it wouldn’t charge. Ok — so that is no proof at all because I can mimic that photo right now with a working phone. We asked got a video of them plugging it in — nope can’t send that was what we are told. We call apple back again and they say they will tell the partner to look at it again and let us know exactly what is supposedly wrong — are they saying the battery or the charging port is bad? Both were working just fine when I sent the phone to them. Well instead of doing what Apple said they would do which was isolate what the supposed “problem” is, today we got an email saying they are sending the phone (which it appears that they broke) back to us. Who knows what damage they have done to it or if it’s even the same phone that I sent them. With the complaints I’m seeing here it sure seems like they’ve got quite some racket going on at the trade in partner. Get a great trade in and you just say it’s “broken” and decrease the value. I’ve never had an issue with a trade in to apple before, I’ve always gotten top dollar because my devices are kept in top notch shape. I’ll never trade in a device to apple again after being scammed like this though, that’s for sure!

Addendum — just received my iPhone XS Max, the one that they said wouldn’t charge, back from Phobio and have it plugged in and it’s charging just fine — it’s gone from 0% to almost 80% without any problem. I also checked out the Better Business Bureau website and Phobio has over 500 complaints against them! They are really giving Apple a black eye and that’s a shame.