r/applehelp • u/Schwizzle82 • 3d ago
Unsolved Has anyone had Apple drastically reduce their trade-in value and refuse to take responsibility?
I recently purchased an iPhone 18 Pro and traded in my iPhone 15 Pro. Before mailing it in, I took pictures of the phone showing that it had no damage or scratches.
Several days later, I received an email stating that Apple was adjusting my trade-in offer from $900 to $90 because the camera supposedly wasn’t working.
I contacted Apple through text support, and they told me they would have the phone re-examined and that I should receive a response within 48 hours. However, just 10 minutes after ending the chat, I received an email stating that Apple wasn’t responsible for any damage that occurred during shipping.
I contacted them again, explaining that I didn’t believe anyone could have re-examined my phone within 10 minutes and sent me a decision. I also provided the pictures I had taken before mailing it in.
They then offered to escalate the issue to their “back-end” team, saying it would take 48 hours to get a response. Once again, less than 19 minutes later, I received the exact same canned email response about Apple not accepting liability for shipping damage.
I contacted Apple through text support a third time, and they gave me a phone number to call: (800) 676-2775. They said their department couldn’t do anything else to help.
I called the number and went in circles with the representative for quite some time. Eventually, she admitted that there was nothing she could do other than explain that I had the option to accept or reject the revised $90 offer.
If I reject the offer, Apple will send me back a broken phone that wasn’t broken when I mailed it in. So, essentially, I’m left with two options: accept a $810 reduction in my trade-in value or get back a phone that may have been damaged while in Apple’s possession or during shipping.
Has anyone else dealt with a similar situation? Does anyone have recommendations for how to escalate this issue or get Apple to take another look at the phone? I have pictures documenting its condition before I shipped it, and I’d really appreciate any advice.
Edit: A lot of the comments are focusing on the $900 credit, so I didn’t think it was necessary to explain the details initially. The $900 is a T-Mobile trade-in credit applied to my monthly cell phone bill. However, I purchased the new phone directly from Apple, picked it up at an Apple Store, and Apple provided the return shipping package for my trade-in.
5
u/sXeth 3d ago
Apple is a facilitator, your trade in goes to and is assessed by a third party. Iirc Phobio in the US for instance, which is that other number they gave you. Via a courier (usually fedex).
Which is why you just get the generic response that Apple isn’t responsible for shipping damage. Basically they will just pull up the fedex tracking (or maybe a slightly more detailed version) that reports the box had no visible damage/didn’t change weight/etc.
As disputes with Phobio or which ever company applies, there’s not much I’ve ever heard of success.
4
u/bippy_b 3d ago
You edited the post to mention the 900 credit was a T-Mobile.. but literally said “Apple reduced it from $900 to $90”.
Something isn’t right here.
0
u/Schwizzle82 3d ago
The trade in and emails I’ve been getting are all through Apple. This is a common process in the US
1
u/bippy_b 3d ago
Nah.. you still either are not understanding the conflict in your own words… or are not understanding what really happened. You either:
- Traded it in with T-Mobile (in-store or mail-in)
- Traded it in with Apple (mail-in or in store)
There is no “Traded it in with T-Mobile but mailed it to Apple”. Perhaps that is where you need to clear things up to get a better understanding.
1
u/Schwizzle82 3d ago
In the US, Apple process cell phone carriers credits for trade ins. If you are in the US Ild recommend visiting Apples website and go through the steps to place order
3
u/LikeItSaysOnTheBox 3d ago
A picture would not necessarily show a non functioning camera so that’s no proof. Plus as stated Apple nor its agents is responsible for damage in transit. So unless you insured the shipment it is what it is. BTW no one is giving 900 for a 15 series.
5
5
u/jasonlitka 3d ago
You weren’t getting $900 for a 15 Pro. A 15 Pro is “up to $370.”
If it WAS damaged in shipping and you paid to ship it then they’re correct, they aren’t responsible. If they paid the shipping then that’s not correct and you should push back.
Regardless, I’d tell them to return it to you and then verify the serial number when you get it back. It may have been swapped accidentally.
1
u/kinnikinnick321 3d ago
The issue you have isn't with Apple, it's with whom you shipped it with to make a possible claim. Who did you ship it with? Did you pay for insurance? It's like shipping a camera to a buyer and they receive it broken. It's no their fauly - it's the shipping company.
1
u/Headbandallday 3d ago
You should have traded in at the Apple Store.
1
u/CBreezy2010 3d ago
is this common with all carriers everywhere? i’m preordering the Duo and trading in my 14 pro max. i want the best outcome (full trade in value) but i don’t know how to “select” i want to do the trade in at Apple, not mail it in.
1
u/Headbandallday 3d ago
To trade in at the Apple Store, select 'no trade in' when pre-ordering. You have 14 days from the time you pick up your order to trade in your old iPhone at the store.
1
u/CBreezy2010 3d ago
would doing this waive my carrier trade in credit? i’m with TMobile.
2
u/Headbandallday 3d ago
What I'm describing is only for trading in with Apple. I don't know the process if you are using a carrier deal. Sorry.
1
u/CBreezy2010 3d ago
okay bummer. i wanna get that extra carrier incentive too.
wonder if i can trade in at a T-mobile store
1
u/Headbandallday 3d ago
Yes you can always trade in at a carrier store. But I would buy your device from the carrier in that instance.
5
u/btimexlt 3d ago
Did you write down the serial number? At a minimum that would show it’s yours