CITIZENS’ CALL

Bad experience with Maynilad-Parañaque Branch

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I take the liberty to write your newspaper so that I may bring attention to my experience with the Maynilad utility company.

About a decade ago, Maynilad installed a line from the water meter to the tap of my home. But water has yet to become available. They did provide free water rationing, but on a few occasions, sometime in 2002 and 2003. The schedule was very irregular, if schedule is even the right word for it. Moreover, the rationed water was supposed to be free, as Ms. Susan Borja of the Maynilad office in Sucat, Parańaque, verified to me when I visited this office last October. But still, I was given a monthly billing with penalty charges at that, which Maynilad could not explain. I paid those bills whether or not there was service, and the Maynilad office itself confirmed to me that they have no record of any unpaid bills in my name.

Recently, I tried to avail myself of their service again, but Maynilad now says my service line had been disconnected and I need to pay a “reactivation fee.” But what was there to be disconnected—and without any disconnection notice at all to the client? Why the reactivation fee when nothing was ever activated?

Despite my having paid all the fees—and Maynilad was already billing me 26 days before it installed the line to my tap—there has been no water from the tap in all this time. I have repeatedly emphasized the absurdity of this situation to the area specialists I talked with at the Maynilad office, but to no avail. My line cannot be disconnected for non-service by Maynilad for which I have paid the bills, and I cannot be charged with a reactivation fee when nothing was ever activated and nothing was disconnected.

In my desperation over this matter, I thought it best to write your newspaper. Kindly consider this letter for publication. Thank you very much. Lorna S. Torre, Parañaque City

Disclaimer: The comments uploaded on this site do not necessarily represent or reflect the views of management and owner of INQUIRER.net. We reserve the right to exclude comments that we deem to be inconsistent with our editorial standards.

  • http://pulse.yahoo.com/_MVGHWWFVPFBW3VAPDWHW47QB2E Emmanuel

    How come you did not complain and complain about your bills where in the first place, no services were provided? Tapos binabayran mo pa? Dapat di mo na binayaran pa. Pinabayaan mo na lang.. hehehe

  • Anonymous

    Ms. Torre, wala yang problema mo sa kalingkingan ng problema ng Cavite diyan sa pesteng Maynilad. Halos mawalan kami ng trabaho dahil lagi kaming late. Matrapik ka ba naman ng 3-5 oras ARAW-ARAW dahil sa hindi matapus-tapos na kalkal at bakbak project ng Maynilad sa pinaka-busy highway sa Cavite.

  • Anonymous

    In unity, there is strength.

    May this publication will lead to more contacts by people who had the same bad experiences with MAYNILAD.

  • http://twitter.com/sacrebleau Sacrebleau

    This is what we get for subsidizing monopolies. We should change the economic provisions in our Constitution to allow foreigners to compete in the utilities and media sectors. The “currency adjustments” and “PPA” that we continue to pay in our bills should have made us shareholders of these companies already. In return, they give us bad service and non-existent customer support.

  • Anonymous

    One of the gauges in being a first world country is the citizen’s access to water, clean, potable drinking water. This is basic and anyone with an IQ would figure this out. Public officiating means public service. The least that the gov’t can do for us is provide and ensure that the citizens are drinking potable water. It is always a pity that the public suffers or not given their basic rights to simple living neccessities. Is this all we will ever be? When would the gov’t shape up and bring to light what is right? Sometimes, it is hard to be matiisin, it is in our culture. The question is until when? Better be heard now than be stagnant and still for another decade.

  • Anonymous

    As the sikat word these days is free, I hope the lady gets a pro-bono lawyer to sue Maynilad and get back the money she paid.

  • http://pulse.yahoo.com/_IA6OQX3EX2PDLTJEWNJ52QHXW4 Anto

    our house at bf homes was connected to maynilad last oct 2010,and fotunately we have water 24/7 since then. the billing is likewise ok.

    • Anonymous

      That is correct.  If there is a problem,  send them an email at customer.helpdesk@mayniladwater.com.ph
      and one of these MWSI personnel will assist you: Machelle Gatchalian, Loreta R. Velasco, and Rica Matias, Maynilad Customer Helpdesk. I had excellent service(s) from MWSI thru these people as well as from those at the Paranaque branch office.

  • Anonymous

    Maynilad maintenance sucks! Why don’t we Maynilad subscribers unite into a group to monitor, watch and demand respectable service from Maynilad. More of us will have more weight and would get Maynilad’s attention right away. Let us not be ignored again by this sucker! Somebody please start a website?

    • Anonymous

      Di naman po.  Maayos po service ng MWSI.
      send them an email at customer.helpdesk@mayniladwater.com.ph
      and one of these MWSI personnel will assist you: Machelle Gatchalian, Loreta R. Velasco, and Rica Matias, Maynilad Customer Helpdesk. I had excellent service(s) from MWSI thru these people as well as from those at the Paranaque branch office.

      • Anonymous

        I’m glad maganda experience mo sa Maynilad. Just the same, to protect us consumers against inefficient service by utilities providers, mabuti nga cguro mag-unite tayo consumers to keep watch and expose providers’ lousy service and/or abuses. Perhaps we can have a website where we can post our complaints.

        Like now, itong issue about sms reduced rates na effective na kuno. Turns out di pa pala. Likewise, ang mga tv stations charging 2.50/sms sa mga nagpapadala ng reactions thru text. Para yatang sobra, ginagatasan na tayo nyan.

        Btw, thanks sa binigay mong info.

  • Anonymous

    I did experience excellent service at Maynilad Paranaque Branch.  Also the water service is OK.  It was rationed from 10pm to 6am between June 2010 until August 2010.  It became 24/7 since then.  There were instances of water interruption service but this is normal when there was maintenance around the area and the service was immediately restored once maintenance was done.  When I requested for a change of name from former customer to my name,  they attended to it and was done within the reasonable time.
    Probably some customers missed to complete what is required in order that the service can be provided. 
    Just complete whatever documents are required and I trust that MWSI will provide the service we want.

  • Anonymous

    send them an email at customer.helpdesk@mayniladwater.com.ph
    and one of these MWSI personnel will assist you:
    Machelle Gatchalian, Loreta R. Velasco, and Rica Matias
    Maynilad Customer Helpdesk

    I had excellent service(s) from MWSI thru these people as well as from those at the Paranaque branch office.

  • http://pulse.yahoo.com/_RDGSX2X4U55HS6NNYQHMNB7RCQ papaboar75

    Rewards Program Not So Rewarding After All
     
    What I thought would be a simple telephone request has turned into a fruitless search for answers that never came.  I’m an employee in a huge multinational firm that requires all its employees to use the American Express card for business related expenses including hotel and travel arrangements.  Since my line of work requires frequent trips overseas, I have accumulated thousands of points in my credit card.  Luckily, these points can be exchanged for items or gift checks as long as you pay the American Express annual membership fee of Two Thousand Five Hundred Pesos out of your own pocket.  Since I’ve been compliant on this requirement, I was confident that I would easily be able to choose from the list of rewards that American Express offers based on the number of points I had on my card.  And so I found out the hard way that AMEX does not make this happen very easily.  As a matter of fact, they have found a way to make it more difficult and painful than pulling teeth.  Here’s how.         
     
    Last year, sometime in October, I received the American Express rewards brochure.  I excitedly perused its pages, looking for attractive items I can exchange for the points I had incurred.  There was the weekend stay in a five star beach resort, entertainment systems, household items and gift checks.  After thinking things through, I decided that gift checks would be the best use for my points to give as gifts to my growing nephews and nieces.  So I placed the order over the phone.  I was told the gift checks would arrive in the mail in 4 weeks.  Well, that would mean I would receive it sometime in November, well way before Christmas.  No sweat.  December came and still no gift checks in the mail.  I made a follow up call and was told the request was not processed.  What??  This after waiting for 4 weeks?  What the…?!  Even a saint would curse at this.  Hundreds of expletives filled my mind, all trying to come out of my mouth in a steady flow.  Instead of giving in to the temptation of shouting at the call center agent though, with my voice quivering, I patiently asked when I would receive the gift checks.  It’ll arrive on December 29th.  That’s very helpful, as I can see in my mind the rest of my family members exchanging gifts on Christmas Day while I stare at them empty handed, cursing American Express for its inefficiency and lack of customer service.  In hindsight, that was last year, when I received the gift checks well into the first 2 weeks of January.  I can no longer recall what I gave my nephews and nieces on Christmas Day, though I still remember the grief that AMEX brought me over the holidays.
     
    Moving to the next part of the story, you would think I learned my lesson and stopped being a member of AMEX, right?  Wrong.  I still paid the membership fee this year and being the optimistic person that I am, vowed to make the call for the rewards earlier, perhaps thinking that September would be early enough and that the folks at BDO (who bought American Express two years ago, about the same time my story started) would surely have instituted improvements in their system.  Wrong again.  After calling on September 29th, I was given a reference number, with the call center agent promising me that my Sodexo gift checks would arrive 4 weeks later on October 29th.  November came and still no gift checks.  I made a follow up call and was told that due to a “system error,” my request was not processed.  This time, I found myself speechless.  How can a company of this caliber –ck up twice in a row?  It’s unbelievable.  Is this a deliberate attempt to sabotage the American Express reputation or have the management people behind AMEX lost their minds?  As before, I made a conscious attempt to remain civilized and instead demanded to speak to the manager.  I can’t say she was any better than the call center agent but she did try to appease me.  She said she would attend to the request immediately and would call me in a week.  Surprisingly, she did call the following week and promised me that the gift checks would arrive at the end of November.  As I write this today on December 1st, I have not received a single gift check from American Express.  This time, I think I’ve learned my lesson.  American Express in the Philippines should be renamed American Delay.  Too bad the reputation they have built up over the years has completely been decimated by their Rewards program.  It’s the only the only rewards program I know that has turned out to be not so rewarding after all.                
     
     
     
     

    • Anonymous

      sorry to hear about your predicament. One more reason we consumers should unite to have a stronger voice. Let’s start a consumer party, like the tea party of US which has become influential very recently. If these merchants ignore our valid complaints we can boycott their products, hit them where it hurts most.

  • http://twitter.com/pangittalagaako pangittalagaako

    I think there is something fishy going on with Maynilad.  In our place, most of the homeowners rejects the proposal of Maynilad simply because they charge us to much.  How expensive? they say that we only need to deposit P500 for the installation of service and every month we have to pay P650 plus water consumption per month for the next 5 years.  Thereafter we only need to pay our monthly consumptiom. 

    Maynilad contends that the reason why such fee is charged is due to the change of new piping so too speak since our village water system is relatively old.  I dont believe it because a friend of mine who owns an apartment in the next village is charge only with P500 as one time installation fee and will just have to pay the monthly consumption henceforth.  Considering that the village is just as old as ours and they installed new piping as well I dont see the irony of charging us with such excessive rates for 5 years (60 months).

    Somewhere along the pipe, i think some will “benefit” from this transaction!…Devils!!!!

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