imagineGo to the moon or imagineGo away?

Recently switching to Imagine for my home broadband, their imagineGo app (Android / iOS) has potential to be a nice simple app but its execution and likely internal process issues cause it to falter to be the worst telco app experience that I’ve had

The good

• Supports multiple accounts
• Biometric login
• Core account management features
  • Show data usage
  • Data topups / upgrades
  • Bill history and payment
• Ability to pay for another account
• No bloat of extra wallet / shopping features
• Web version is available https://imagine.dtworks.ai/icare/user/login
• Has supporting simple web services on this imaCare page where it should allow you to
  • Pay bills
  • Broadband data top-up
  • Broadband data usage
  • Purchase gift cards (currently seems under maintenance)
  • Purchase travel eSIM

Nothing much to add as the points are succinct and nothing much to discuss. I do like the app isn’t bloated and that there are supporting features with imaCare but as we can see from the section below, it does not seem it will be a saving grace

The bad

• Could not login
• App does not support saving credit card details
• Billing issues
• The app crashes and has issues
• No wallet / shopping features at all (while I mentioned as a pro of not having it, for those who this is important or a nice feature to have, this will not be possible with Imagine)
• imaCare did not work until I found the right person
• imaCare data usage and top up is only for broadband and not mobile
• Multiple accounts cannot be added manually
• Incomplete and bad UX web app

I’ll go further into the bad points I ran into below and there are quite a bit of them

Could not login

• As a newly migrated user, not the best thing to encounter when starting
• It took two days to get resolved

App does not support saving credit card details

• This means that every month you’d need to manually enter your credit card details
• Both Progresif and DST apps allow saving your credit card so payment of bills is pretty simple with a just a couple of taps
• Yes I agree it is more secure not saving the details in general but not even being able to be given the option to save it means there is much more annoyance paying

Billing Issues

• This is the worst billing experience I’ve had
• I’ve had to follow up multiple times to get some movement on the billing
• I didn’t want my line to get cut off so I wanted to ensure it was paid and without issue. so that it shows so that I can pay. I didn’t want things to suddenly get cut off
• Timeline
  • Dec 28th – signed up
  • Feb 10th – still no bills showing. asked about billing and said it would take 3 working days
  • Feb 20th – still not resolved and followed up and told that there were still in some transitional phase and gave no ETA
  • March 2nd – bill amounts finally appears in the app and I can pay but I can’t even download or view bill details. Told that the bill can only be accessed 3-5 working days after bills released

• Now in the 3rd month, and my next bill has still yet to arrive
• I’ve also checked and they said my bills are fully paid and says no more balance left but bill still shows as “Unpaid” (as shown below)

App crashes and has issues

• My phone consistently giving me error messages for the app
• While these have not seemed to affect regular while using the app, it can happen occasionally when I try start the app
• If the app has issues such as this, what other issues are there?

imaCare did not work until I got the right person

• While waiting for my account to get sorted out with the app, I found imaCare had a page to check data usage but once again I could not get it to work
• I asked support and they directed me to the ImagineGo app despite me specifically asking about the imaCare page
• Finally managed to get through to a person on the support team who was able to follow up with the appropriate people to fix my access
• But if the simple data checker didn’t work, until I got a hold of the right person I do not have much faith that the other features will work without issue

Multiple accounts cannot be added manually

• While there is an option to switch accounts, there is no way to manually add them
• So I presume it means this needs to go through support to link accounts to your login

Incomplete and bad UX web app

• The webapp has a nice “Data usage” menu on the left with a “Coming soon” message
• Why bother even include that as a menu item if it is not even live?
• I thought it was where I check the usage of my data. But apparently there is a “View Usage” link on the main page which allows for that
• I overlooked that every time I logged in until a day or two ago

Summary

• I had hopes for the app not being bloated and having extra features like imaCare on the web and also a web version that you can log into without having to download an app, the consistent issues really make this the worst app out of all 3 telcos
• If they fixed all those issues, the app would be a minimal usable app. Nothing exciting but usable which is good.
• Apps don’t have to be all fancy and in your face. Just do your job and do it well
• But my 3 month+ experience so far with Imagine has me imagining a life without them