> Thanks, I guess you are the only one with valid experience here. No I’m not, but I am the one who points it out when someone is spreading misinformation abou

> Thanks, I guess you are the only one with valid experience here. No I’m not, but I am the one who points it out when someone is spreading misinformation about Apple’s trade-in policy. > That's exactly what I did. The questionnaire was slightly different than for mail-in. The in-store questionnaire asked for "cracked keycaps" (online didn't) This makes me wonder which country you were in. I’ve done in-store trade ins both in the US and two EU countries, in neither of those cases was this part of the in-store questionnaire. Keycaps are captured under the general functionality question both on the in-store as well as the online questionnaire. > and the employee proceeded to answer yes saying that worn-out paint on keys is "cracked keycaps". Sounds like you were dealing with an employee who didn’t know what they were doing. I wouldn’t have accepted that assessment to begin with, whether or not it was part of the questionnaire, and asked for a supervisor. > Result: $0 value At which point you of course would thank them kindly and keep your MacBook. > You can trade in by mail only for store credit, right? A gift card or value towards a pending order, so essentially store credit. Same as in-store. > Do you know what happens if some employee uses the same stupid logic when handling mail-in? I suppose they just keep the device and give no store credit? Same as in store. You get an email with an adjusted value offer (adjusted from the value based on the answers on the questionnaire) and if you don’t agree with that they’ll send it back to you at no cost. In either scenario the most you’ll lose is time.