Complaints

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• Initial Complaint

  Date:09/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am reaching out over an issue I am having with Phobio concerning my 2017 Apple MacBook pro. The original trade-in value was $500. Refer to attachments. On 9/13, I confirmed it for trade in. And the trade in box was shipped. On 9/14, the shipping box came, i erased the device, removed screen protection and case protection and I shipped the item out. Refer to Thule case PDF for the exact case used for the MacBook for the time I had it. On 9/16, Phobio received the device. Review Device Recieved PDF for context. On 9/20, Phobio considered the device as being delaminated on the screen Review Trade In value adjustment PDF for context. Upon reviewing the evidence from Phobio, I deemed my screen simply being dirty and made this known to their CS team. Review Web report (Phobio) PDF for context. In the exchange, I made it known that they miscatogorized residue on the screen for delamination and I threatened to take legal actions if they didn't correct the misunderstanding. Review Phobios email exchange PDF for context. Also, I took the time to attach the original receipt for the MacBook, as well as the repair receipt (******************** PDF) for the repairs briefly mentioned in the email exchange with the Phobio rep.

  

  Business Response

  Date: 09/28/2022

  Hello ****, 

  We are disappointed to learn you have not had a good experience with your trade in. 

  We understand you have some concerns regarding your revised offer and we also understand you have been in communication with our Support staff regarding the delamination found on your trade. 

  When you completed the online questionnaire, delamination was specifically referenced in the evaluation.  Upon arrival, as you mentioned, our inspection team noted this issue and your trade offer was revised accordingly. The issue shown in the photo associated with your trade is delamination and matches the description of delamination, which is the wearing down or breaking down of the anti-reflective coating on a display. This is something that can look like smudges or dirt, etc. Your trade offer was adjusted accordingly as this is not something that can be repaired and requires a full display replacement. 

  We understand you disagree with our assessment. However, there is no indication that the issue is a dirty display, etc., additionally, this is not something thatr occurs in transit as delamination occurs over time. We understand this is not the outcome that you expected. You do have the option to have your trade returned to you at no cost. 

  Best wishes, 

  Phobio Support 

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18135969
  
  I am rejecting this response because:

  I provided a host of information that would ultimately put Phobio at fault for making a incorrect assessment of my device  

  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/29/2022

  Hello ****, 

  We appreciate your response. In this case, our assessment is on par with the device we received. We understand you do not agree with the assessment. We offer quotes to customers and those quotes are dependent on the device passing the inspection. At this time, we do not have evidence that the issue with your device display is anything other than delamination. If you disagree with the value being offered, we offer free returns to customers. 

  Phobio has offered you a value based off the device we received and in this case, we are unable to offer any additional value due to the delmaination on the display. As it stands, you do not have to accept this value, but Phobio is not able to offer anything additional for this device based off the condition in which it was received and inspected. 

  Best wishes, 

  Phobio Support 

  Customer Answer

  Date: 09/29/2022

   
  Complaint: 18135969
  
  I am rejecting this response.
  

  Im requesting the laptop is returned. Once received, I will confirm that I have it by responding to the next message you send on the thread. thank you.

  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/03/2022

  Thank you for the reply, ********* 

  You can reply here or with your original communication with our Support Staff. Whichever is easiest for you is fine. 

  Best wishes, 

  Phobio Support