Anyone use Phobio for trade-in before? Nightmare experience.

i figured best place question i'm hoping can chime in advice.

decided upgrade 2015 11" macbook new macbook pro 13". in past i've traded in or sold devices through gazelle, swappa, ebay, craigslist, , made sale through marketplace forum here.

though transactions went smoothly, time around looking quick , convenient trade-in, knowing wouldn't of return had sold directly. looked @ gazelle, saw phobio, through apple renew program offer better deal. based on alone chose option, figuring reliable service based on partnership apple.

received shipping materials them, restored macbook factory conditions, dropped off @ local fedex location. received email them few days later notifying me received , commence inspections. wasn't prepared them notifying me few days later offer had been amended because device received damaged.

damage described me wasn't physical in nature, when booting machine, see "folder question mark in it" error screen. claim have tried operating system load no success. know, error screen indicates either corrupt os installation, damaged hard drive, or damaged/disconnected cables hard drive (someone feel free correct info if understand better).

can rule first problem out since did re-install , checked myself before shipping. last screen saw before powering down , boxing welcome screen asking "choose language."

leads me believe hardware issue drive itself, , phobio reps have told me it's hardware issue. i've asked them repeatedly if there's possible way damage have occurred through shipping since sent them working computer , received non-working one. response keep getting inspections team has no reason believe there damage caused during shipping. not divulge additional information on how came conclusion.

options according them take amended offer ($235 down $440) or have them ship me. don't want take new offer, don't want damaged computer responsible getting repaired. they're telling me i'm sol. if provide plausible explanation how have happened, i'd more satisfied. impression dealing customer service i'm lying having sent them working computer in first place. fact won't offer more detail standard boilerplate answers becoming infuriating.

money trivial @ point, feel i'm being screwed here. if run of mill trade-in service might cut losses, company apple has chosen partner trade-in program. know it's purely anecdotal, have stellar track record using other services , providing accurate information. brushed off company without fair explanation feels bit insulting.

has else dealt company before? out of line? have suggestions?

 

well realize no 1 has replied this, wanted update situation. spent last 1.5 hours or trying answers on phone. of course lot of time spent on hold waiting representative. unfortunately lower level cs rep derek had hear ire first. gave me same generic response i've hear handful of times now, not fault he's privy limited information help. able him transfer me manager (all of whom apparently busy talk me upon first request). after bit on hold spoke manager aaron again repeated exact words have been sent me multiple times now, no additional information regarding questions asked.

nice of aaron, upon introduction, go on laurels of company. deal tens of thousands of laptops regularly , had worked apple support many years. after speaking him few minutes seemed might offer sort of information of value, phone went silent. wondering had happened, checked phone still showed running call timer, hung out on line few minutes see if he'd return. alas, didn't.

after trogging through automated voice line again, reunited pal derek. explained me internet , phone lines unexpectedly went down while talking aaron. , awkward silence. knew aaron wasn't coming back. beaten down @ point, derek offered me same terms have been offered since received laptop. take reduced offer, or take computer (now in need of repair). wished me day. had been until hour , half ago.

aaron did leave me voicemail on phone, despite phone seemingly not ringing sat in front of me on desk. apparently there :33 left in our original conversation took conclude business me.

so, thank allowing me vent. seriously, should cut losses @ point? have suggestions of go this? know seems stupid put effort not whole lot of money, i've never witnessed complete lack of accountability when comes one's customers before.

situation seems pretty simple me. sent them computer in condition a, , received in condition b. claim there no signs of physical damage (without explanation of signs be). i've seen phones, tablets, laptops, , other fragile hardware take dive without clear visible damage. sort of issue during shipping plausible explanation me. otherwise, other explanation lied on original equipment assessment. granted, waste far time on internet asd is, wouldn't ramble on incessantly or spend hours on emails , phone calls try , scam couple hundred dollars off of company.

before got cut off, aaron did sort of try explain maybe there underlying issue hardware wouldn't obvious user, , coincidentally popped when sent them computer. wouldn't fall under definition of "damaged during shipping" if doesn't fulfill traditional idea of box being tossed around during transit? fact remains sent working computer , received broken one. of course wouldn't happy if filed shipping damage claim denied shipping agent. @ least have put forth effort, whole lot better complete unwillingness entertain suggestion.

stands if don't accept offer end of day tomorrow, ship computer me. hoping extension on deadline had bit more time see if had additional recourse, figuring once computer out of hands absolved of responsibility.

so, 1 last call advice. should let go? other options here? hell, i'd appreciate simple conciliatory beer @ point.

 

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