Macback Avaliações 1.859

Resposta da Macback

Há 6 dias

Thank you for your feedback. We’re sorry you were unhappy with the revised valuation and return process, but we’d like to clarify the reasons behind the regrade.

The iMac was originally submitted as a Grade A device. Our Grade A criteria requires the machine to be in excellent condition with minimal signs of use and no display defects. During inspection, our technicians noted the following:

Condition identified:

Light scratches on the rear casing
Screen burn visible in the bottom left of the display

In addition, the iMac arrived without the keyboard and mouse, which also results in standard deductions as outlined in our grading criteria.

Most importantly, any visible screen burn automatically places an iMac outside Grade A or B condition and requires it to be regraded to Grade C, regardless of RAM or SSD upgrades. While upgraded components such as additional RAM and SSDs do add value, the overall resale grade is still heavily impacted by permanent display defects.

We also want to clarify that the revised valuation was not based on “hoping you’d accept,” but on the condition and completeness of the device received versus the original submitted grade. You were under no obligation to proceed and chose to have the device returned free of charge.

It’s also important to note that throughout this process, all costs are covered by us — including courier collection, packaging, testing, administration, and return shipping — even where a device has been incorrectly graded in the original submission.

We take comments regarding staff conduct seriously, as professionalism is important to us, and we’re sorry if you felt the interaction did not meet expectations.

We stand by the grading assessment, but we appreciate your feedback and are sorry the experience did not meet your expectations.

The MacBack Team

Resposta da Macback

Há 6 dias

Thank you for the great 5-star review! We’re really pleased we could help you recycle your older iMac and give you some value back for it when other companies no longer accepted the model.

It’s great to hear the process was straightforward and helped clear some space too! We appreciate your feedback and support.
The MacBack Team

Resposta da Macback

Há 6 dias

Thank you for the fantastic 5-star review! We’re really pleased you were happy with the whole process — from the DPD collection with packaging provided to the fast evaluation and payment of the full estimated amount.

We truly appreciate your recommendation and kind words ☺️

The MacBack Team

Resposta da Macback

Há 6 dias

Thank you for the great 5-star review! We’re really pleased we could offer value for your older iMac when other companies wouldn’t, and that the agreed valuation was confirmed after testing.

We appreciate your patience over the bank holiday period and are delighted you were happy with the overall experience.

The MacBack Team

Resposta da Macback

6 de mai. de 2026

Thank you for the great 5-star review! We’re really pleased you found the site simple and easy to use.

We appreciate your understanding regarding the courier issue and are glad we were able to get everything resolved quickly with a new collection arranged. It’s great to hear you were satisfied overall and would use us again in the future.

The MacBack Team

Resposta da Macback

6 de mai. de 2026

Thank you for the fantastic 5-star review! We’re delighted you were impressed with the speed of the whole process — from online quote to collection and payment in just 4 working days.

Keeping customers updated throughout is really important to us, so it’s great to hear that stood out too. Thanks again for your kind words!

The MacBack Team

Resposta da Macback

Atualizado em 28 de abr. de 2026

Thank you for your feedback. We’re very sorry to hear you feel this way, but we do need to clarify a few important points.

Your MacBook Pro was collected in a protective box with foam inserts, designed specifically to keep the device secure in transit. When the device arrived with us, our technicians noted the following faults:

Faults identified on inspection:
• Left command key damaged
• Device turns off when unplugged (battery fault)
• Lines across the top of the screen

These are functional and display faults, rather than transit damage, and would not be caused by the device being handled or returned by us. They are issues that would have been present prior to or during use.

At no point do we intentionally damage devices — all items are handled carefully and returned in the same condition they are received if an offer is declined. You were under no obligation to proceed, and the device was returned to you accordingly.

We take claims like this seriously, so if you have any evidence of the device’s condition immediately prior to collection, we would be more than happy to review this further.

We’re sorry the experience didn’t meet your expectations.

The MacBack Team

Resposta da Macback

6 de mai. de 2026

Thank you for the fantastic review! We’re delighted to hear Jake was able to answer your questions clearly and efficiently, and that the whole process — from collection to same-day payment — was smooth and straightforward.

It’s great to know our approach of being fair and transparent stood out, and we really appreciate your kind words about recycling and giving devices a second life.

Thank you for the recommendation — it means a lot to the whole team!

The MacBack Team

Resposta da Macback

20 de abr. de 2026

Thank you for your feedback. We’re sorry you were disappointed with the revised valuation, but we do need to correct the suggestion that this was in any way a “scam.”

The original quote was based on the device being submitted as Grade B, which on our grading criteria means:
“The item should be in good condition with a few hairline scratches and fully functioning in all ways, with no marks on screen. A well looked after item. Good battery under 500 cycles and fully complete.”

Once received, our technicians noted the following issues that fall outside that Grade B description:

Condition noted on inspection:
• Small chips on top
• Scratches and stains on base
• Antiglare damage and small chips on screen
• Small chips on hinge

In particular, screen marks and antiglare damage mean the device does not meet the “no marks on screen” requirement for Grade B, which is why the device was regraded and the valuation changed.

Importantly, you were under no obligation to accept the revised offer, and you chose to have the MacBook returned free of charge. We absorbed the costs of collection, inspection and return shipping, even though the issue arose because the device was not entered under the correct grade in the original quote.

We understand it can be frustrating when a device you paid a lot for historically does not retain the value you expected today, but resale valuations are based on current market value, condition, and grading standards, not original purchase price.

We stand by our assessment, but we’re sorry we weren’t able to meet your expectations.

The MacBack Team

Resposta da Macback

16 de abr. de 2026

Thank you for your feedback. We’re sorry to hear you feel disappointed with your experience, and we’d like to clarify the situation.

The original quote of £13.75 was generated based on the details provided in the online form. Once your MacBook Pro was received and tested, our assessment matched the description submitted, which is why the valuation remained the same and payment was processed promptly.

We understand your expectation that the price might increase, especially if that has happened in a previous transaction. However, increases only occur where a device is found to be in better condition or higher specification than described — in this case, the condition matched the original submission.

Regarding communication, we have since located your email, which unfortunately was filtered into our spam folder, which is why there was a delay in response. We apologise for that and appreciate your patience.

While individual parts can sometimes achieve higher values when sold separately, our service includes collection, testing, processing, and resale risk, all of which are factored into the valuation provided.

We’re sorry this experience didn’t meet your expectations, but we hope this clarifies how the valuation and process were handled.

The MacBack Team

Resposta da Macback

16 de abr. de 2026

Thank you for the fantastic 5-star review! We’re delighted to hear the whole process was smooth and effortless — from the DPD collection to receiving the full quoted amount promptly.

It’s great to know everything worked exactly as expected. We really appreciate your kind words and support!

The MacBack Team

Resposta da Macback

16 de abr. de 2026

Thank you for the fantastic 5-star review! We’re really pleased you found the whole process quick and efficient — from logging your quote to collection and fast confirmation after testing.

It’s great to hear everything ran smoothly, and we’d be more than happy to help again in the future.

The MacBack Team

Resposta da Macback

16 de abr. de 2026

Thank you for the 5-star review! We’re really pleased you found the process simple and straightforward, with payment made exactly as expected.

The MacBack Team

Resposta da Macback

16 de abr. de 2026

Thank you for your review! We’re pleased to hear the communication and courier service worked well and that you value the recycling side of what we do.

We appreciate your feedback on pricing — we always aim to offer fair market value based on the model, condition, and current demand.

Thanks again for using MacBack.

The MacBack Team

Resposta da Macback

16 de abr. de 2026

Thank you for the great 5-star review! We’re really pleased everything was straightforward, that we delivered exactly as promised, and that payment was made quickly.

We truly appreciate your recommendation!

The MacBack Team

Resposta da Macback

16 de abr. de 2026

Thank you for the 5-star review! We’re really pleased you found the process efficient and easy, with packaging provided and a smooth courier collection.

We appreciate your feedback and choosing MacBack!

The MacBack Team

Resposta da Macback

16 de abr. de 2026

Thank you for the 5-star review! We’re really pleased you were happy with the price and found the whole process easy and well organised.

We appreciate you choosing MacBack!

The MacBack Team

Resposta da Macback

16 de abr. de 2026

Thank you for your feedback. We’re really sorry to hear about your experience and understand why this situation has been frustrating.

Firstly, regarding the damaged iMac, we want to be clear that we have opened a formal case with DPD to investigate what happened during transit. Based on your comments and the condition described prior to collection, we are treating this as a courier-related issue.

To resolve this fairly and quickly, we have agreed to honour the regraded value as if the damage had not occurred, and payment will be processed accordingly. We will then pursue the claim directly with DPD ourselves — you will not be expected to deal with that process.

In relation to the keyboard and mouse, these are required items for iMac trade-ins and are outlined within our grading criteria and during the quote process. That said, we completely take on board your feedback that this may not have been clear enough upfront, and we are reviewing how this is presented to avoid similar confusion in future.

Regarding the collection experience, this is not the standard we expect from our courier partners. Items should always be handled with care, packaged properly, and sealed before leaving the property. We appreciate you stepping in at the time, and your feedback has been passed on as part of our investigation with DPD.

We understand your comparison and concerns, but we want to reassure you that we do not intentionally reduce prices — valuations are only adjusted when there are differences in condition, specification, or, in this case, where damage has occurred in transit.

We genuinely appreciate you trialling the service with two devices and are sorry this didn’t reflect the level of service we aim to provide. Your feedback has been taken seriously and is being used to improve both our communication and courier handling processes.

The MacBack Team