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rozaliia18
User level: Level 1 (4 points)

Disputing iPhone 16 Pro Max trade-in value for rear glass crack

Hello! I would like to dispute the revised trade-in value of my iPhone 16 Pro Max.


The original trade-in estimate was $610, but it was reduced to $0 because of a crack in the rear glass near the camera.


My phone was fully functional, including the camera, screen, and all other features.


When I completed the trade-in questionnaire, the available options did not clearly distinguish between a non-functional phone and a fully functional phone with minor external damage.


I understand that the crack may affect the trade-in value, but I would like to request a reassessment and ask whether a partial trade-in credit is possible instead of $0.


Could you please help me review this decision before I accept or reject the revised offer?


Thank you!

Posted on Nov 10, 2026 5:23 AM

4 replies

Mac Jim ID
User level: Level 10 (105,996 points)

Nov 10, 2026 5:46 AM in response to rozaliia18

The online quote is strictly an estimate where the question on condition is subjective. The language used for "Good" condition is minimal wear such as light surface scratches, chips, or dents. Upon evaluation of the phone, the exact value will be determined. I haven't seen where a cracked back glass met that criteria for being in Good condition. There is no appeal process for reassessment. If you don't agree with the estimate, then you can have the phone returned to you and either take it to a physical Apple Store for evaluation (where the evaluation will likely be the same) or sell it using another means.

lobsterghost1
User level: Level 10 (233,174 points)

Nov 10, 2026 5:40 AM in response to rozaliia18

Sorry, but you said the phone was in "good" condition, which it clearly was not. Apple won't pay money for a phone which has been damaged and the rear glass being cracked is damaged. The other option says "minor scratches or dents", but a cracked back is much more damage than minor. You don't have a valid complaint here.


Also, this is a user to user only forum, NOT Apple Support. As users only, when no one from Apple actively participates here, we cannot help you with a reassessment in any way. But again, you sent a damaged phone to Apple, so you shouldn't expect compensation for a damaged phone.

LD150
User level: Level 10 (107,674 points)

Nov 10, 2026 5:27 AM in response to rozaliia18

Get it returned for free and sell it on ebay. They never trade in damaged iphones.

SravanKrA
User level: Level 10 (454,138 points)

Nov 10, 2026 5:26 AM in response to rozaliia18

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Originally posted at discussions.apple.com/thread/256391920