I ordered a pre-owned phone through Visible on May 24th. Excited to receive the exact phone I had been wanting for months to order. I started to get worried the following week because the website said it would be 2-day shipping, and stated there would be an email notification when the device had been shipped. On May 28th, the following Wednesday, there was still no email, so I logged in to my Visible account and it still hadn't said the device was shipped, just that the order was placed. A week goes by from the order date and still nothing. So I reach out via Chat and get connected to an agent. They tell me that the device will not be shipped because the device I ordered was out of stock. This is very frustrating as I was one-excited for this device, two-expecting a 2-day shipping time, AND three - If I hadn't of reached out, I would have never received my device and still been waiting!
Once the agent told me that, I asked what is going to guarantee that the next one I order is in stock? They said they are working on it. Later the same day, I get an email with a reference number for my issue. Great, this progress. I then log in 24 hours later to my Visible account and try to order a new device. The website tells me I cannot order a new device until I activate a new one. I reach out via Chat support once again with my reference number. They ask if I ever received the device. Clearly customer support is NOT reading the notes or some rep0resentatives are not taking notes at all, because if I have the reference number - I would hope they already knew that I never received the device because it was Out of Stock AFTER I already made the order. The rep said to wait 24 hours again for the order to be cancelled. So I do. I log in and the order is STILL there. This is my this time reaching out to customer support and don't get me started on the grammar mistakes in some of their responses. It makes it hard to answer questions when they say things like "They mention to me that if they are done or if they will going to update you about the escalation, They will try calling you, so please wait for the update." or "May I ask if you chat on us to check for the update of your escalation?"- What does "May I ask if you chat on us-" mean? Or asking a present tense question after I already explained that I cannot order a new phone at this time. "Oh! I'm sorry to hear that, so when you order the phone it doesn't prompt you to process an affirm?" I said "I cannot order a phone at this time", they responded, "I didn't followed it, so basically you weren't able to completely order the device before?". If they actually listened before when I told them "I cannot order a new phone and here is the reason why the other one wasn't received." They would already know the answer.
I can't even get a transcript of the conversation because when I click on "Download transcript" The message says "No Script Found". This is SO annoying. Why make something available to order if it's already out of stock and then DON'T tell the customer????
