Reports surfacing online have shed a new light on Apple's trade-in process, leading to questions over its quality. Customers typically take advantage of the program in order to save money on a new product. It also enables people to get rid of a device they aren’t using anymore, rather than leave it to collect dust or throw it away.
The trade-in scheme covers a range of Apple products like iPhones, iPads, Macs, MacBooks, and Apple Watches. Customers also have the option of trading in Android phones. Not every device is eligible for trade-in, though. For example, otherwise eligible products might be too damaged, while AirPods aren’t available for trade-in at all. If a customer doesn’t receive credit for a purchase, there is still a benefit. The device gets recycled, which is a reflection of Apple’s green credentials.
As reported by The Verge, when people trade-in an Apple product, they aren’t actually working with Apple. Instead, a company called Phobio is behind the transactions. Phobio operates trade-in services for various companies, including Apple. Complaints have surfaced online against Phobio and Apple’s trade-in program, including 500 complaints in a Better Business Bureau post. The complaints relate to a wide range of devices, including iPhones, MacBooks, and Apple Watches. Many people have received a trade-in quote, only to ultimately receive significantly less money. The typical reason for this is alleged damage to the Apple devices, such as white spots on the screen or a cracked outer shell. However, many customers claim there wasn't any damage before they sent the device out. Customers have also apparently asked Phobio for photo evidence but received grainy pictures that weren’t satisfactory.
You May Not Be Dealing With Apple
Phobio issued a statement to The Verge, saying it only changes the trade-in quote if the device is in a different condition than previously indicated. It asserts each device is carefully examined and photos of the process are shared with the customers. Furthermore, Phobio says it trains its support team to consider the customer’s point of view, acting as their advocate. If customers have an issue with the revised quote, Phobio will ship the device back to them, on its own dime.
The sheer number of complaints may indicate there is a deep issue and the optics of that aren't good for Apple. In addition, they may be worsened by the fact that many people may not have initially initialy realised they weren't dealing with Apple but a third-party partner. It will be interesting to see if these complaints impact how many people use Apple’s trade-in program from now on and if Apple chooses to revisit how the program is delivered, with it being a company that prides itself on providing a premium service.
Source: The Verge