Original review updated by user Feb 23, 2021
Visible Cell Phone Company has The Swap Program, (AKA) Bait and Switch Program. I was in the market for a new cell phone & service. I happened to see an advertisement for Visible Phone Service with a Swap Program. I read everything that the visible website had to say about the swap program. It sounded like it was just what I was looking for. I followed the directions for the swap program. Step 1; was to see if my existing phone would work on their network, I entered my IMEI number, I then received a message that said Your current phone doesnt work with us, but you can still get visible service, check out our store to find the latest and greatest and budget friendly phones. Step 2; I scanned through all of the cell phones that visible had to offer. Step 3; I picked out the only one that said Visible ZTE Blade A3 Prime Free with Swap or $49. Step 4; I then added it to my bag. This is where the Retail Sales Fraud, (AKA) Bait and Switch begins. In the bag is the price of the phone and the service. It also says Total do today is $49. NO WHERE in the bag is there anyway of confirming the swap discount price. I continued to the next page where the system had me create an account. At this point, I figured that the $49 was going to be applied to my first months bill. Before following through with the deal, I decided to start a chat session with one of the visible agents. I explained to the agent that I was trying to use the Swap Program and It was NOT accepting my phone. I was told by the Visible agent in the chat session that, Okay, that's the reason. The tech team is explaining me that cause those devices are old models. The swap is not available, it happens the same with the iPhones 5. (The Chat Session Is Below This Complaint)! Looking on the Visible website I seen this; We'll send you the Visible ZTE Blade A3 Prime first so you never lose service. If your old Android isn't returned within 14 days, you will be charged the full cost of the Visible ZTE Blade A3 Prime ($49). We'll accept any Android that turns on. Make sure your phone is paid off (carrier unlocked) before swapping. Remember that we won't be able to return an old phone to you once sent in. New Visible customers only. Members must provide a payment method that will be charged with the first month's service payment when the Swap order has shipped. ---------------------------------------------- Chat Session Below; (Visible) An agent has joined and will be ready to chat momentarily. Hi there! I'm May, welcome to Visible. How are you today? (Robert) Not too good (Visible) Oh no! What can I do to make your day better? (Robert) Tell me how to sign up for the swapp program (Visible) Got you! I'm more than glad to help you with the Swap Program. First of all, thank you for showing interest in Visible, may I have your name? (Robert) Robert C (Visible) Ok, You're trying to do the swap with a Kyocera, right? (Robert) Yes (Visible) Ok, got it. The Swap Program usually is available if the device is not compatible, but there are some exceptions, for example the iPhone 5. I think that the Kyocera might be one of those exceptions. Let me double check with the tech team. Robert I'm still here, I'm just waiting for the answer from the tech team. (Robert) if the device is not compatible?? but there are some exceptions?? Your ad says NOTHING about exceptions.. (Visible) Thank you. Robert, is the phone a flip phone? (Robert) Yes (Visible) Okay, that's the reason. The tech team is explaining me that cause those devices are old models. The swap is not available, it happens the same with the iPhones 5. (Robert) From your website; You're welcome to trade in your old device for a brand new Visible ZTE Blade A3 Prime. NO Where on your advertisment does it say only certain type of phone!! (Visible) I totally see your point. And I think you're right about it. There should be a disclaimer about it. I will let me supervisor know about this issue. The system is the one that tells if the phone qualifies for the Swap Program. (Robert) You said; The tech team is explaining me that cause those devices are old models. Your advertisment says; You're welcome to trade in your old device for a brand new Visible ZTE Blade A3 Prime. This is BS!! (Visible) Robert I totally understand you, but the system won't accept that device to do the swap. My last option is the escalation to my supervisors. (Robert) and what is an escalation to your supervisors going to do?? (Visible) I understand that this situation is really frustrating for you. As I said before, if you wish I can escalate your case to my supervisors to see if they can offer a solution to this problem. (Robert) Do It! (Visible) Ok, got it. Give me just a minute to create the ticket. (Robert) OK (Visible) Thank you. (Robert) I understand it's NOT you personally, You work for a company that is a scamm. (Visible) Thank you I appreciate that you understand my position. (Robert) Oh, I understand (Visible) Thank you. Robert, I already escalated your case to my supervisors, this is the case number: 0182****. They will study the case and give you an answer in the next 24-48 hours. But it could faster than that. Rest assured that I'm doing everything on my hands to set you with the highest priority. So this can be resolved faster.