GlobeOne 12+

Rewards not being earned nor redeemed. And can you please have the Help directly in the app

Hello. I just noticed I have not been receiving points for more than two months for my Home Prepaid Wifi since my last points update, when I actively use the New Globe One app to purchase load. I also cannot redeem rewards for my Prepaid Wifi, even free ones. I escalated it already and still waiting for the resolve. I hope you look into it just in case it is a bug using the New GlobeOne app.

I also want to raise something. I hope the help center/customer service chat is available directly on the app and not redirecting us to facebook messenger. I hope the New GlobeOne app will incorporate something like Gcash’s Gigi in the Help Center. wherein we can chat directly and do not need to message the bot with premeditated messages in Messenger. The one in Messenger also did not recognize the Globe number I provided as a Globe number for some reason.

Developer Response ,

We're sorry to hear that. We're working on improving the app further and this will be fixed. For further assistance, you can book for an agent here: https://queue.globe.com.ph/QFlow_ABS/ or raise a ticket using the old GlobeOne. Thanks!

GlobeOne

Ideally all your products should work together in harmony but yours unfortunately do not. I got an SMS about my balance when you’ve acknowledged the payment a few days ago. GlobeOne app, SMS, call and email contradicts each other regarding my balance. Apparently each one is independent of the other.

I don’t know if you’ve discontinued Globe At Home cause I couldn’t log in. It tells me I am underwater or in an elevator. Would have been better if it said that it’s discontinued and direct the user to the correct app. You should work on real time updates on all your products. When my phone rings and there’s a voicemail on the other end of the line to remind me to pay my bill, it disrupts my day unnecessarily. I did not even subscribe to a call, SMS and email reminder to begin with.

The only part I like is that GlobeOne and GCash are now linked together. I can now see my GCash balance from GlobeOne. You should allow the user to skip the onboarding and only show it for first time users. It’s annoying to see it everytime you log in and not have the option to skip it. You obviously didn’t do actual user testing. All your apps have different user experiences. It’s jarring. Had to double check if it’s from the same developer.

Useless, difficult, inconvenient app

Very slow app. The previous version was better. Difficult to find the menu you need. It’s on top like a free advertisement. There’s so many things there that don’t work. My internet plan is 3499 with speed of 800 mbps and yet the app is so slow. When I called the company for a plan renewal because I could not renew the plan using the app, they ask for all the info to verify my account ownership but then in the end they tell me to use the app to do the renewal. Four times we talked over the phone but to no resolution! The requirement to use the app is very incovenient. It doesn’t facilitate things. I told them that but they say that’s the procedure now. You cannot bypass the app. One must use the app to renew. Useless phone calls. Useless hotline. So, they tell me to go to a branch. Thank you very much!

After the above review, improvements were made. For almost a month I’ve been checking the app. It’s fast at start but still loads slow when I go to each account. And I noticed that my account under load tipid plan no longer show the account number and the billing statement. The previous app had them.

Developer Response ,

We’re sorry to hear that you didn’t have a great experience using our app. We will inform our technical team to take a look at this. Rest assured that we're currently working to improve your app experience.