Last 16 Dec 2011, I emailed the Department of Trade & Industry (DTI) with regards to several inconveniences I had personally experienced being a first-time ePass System user. Let me share with you the texts of my email to DTI:
Category Archives: Rants & Complaints
Skyway E-Pass is So 1990’s
Remember the yesteryears when you buy something online (read as buy something over the telephone line) and the telemarketer will accept such order then processes it manually in the background? Well, that’s the same kind of service you will get with Skyway O&M Corporation’s (SOMCO) E-Pass.
The E-Pass tag kit now is cheaper as compared years ago – PHP2,100 that includes PHP400 worth of load (plus PHP40 if you’re to purchase it using a credit/debit card at Shell Magallanes – paging DTI!). Now, the tricky part of which is loading the E-Pass tag which leaves you with three (03) options: (1) Drive thru any of the E-Pass offices; (2) Buy the prepaid load at selected establishments (like Shell Magallanes); or (3) Enroll your credit (or debit) card for automatic or manual replenishment. All of the three (03) options have the same denominator: HASSLE.
How Hard it is to be ROBERT REYES?
I may not be a celebrity, but did you ever thought of how hard it can be if your name is ROBERT REYES? Yeah, I know that my first name ROBERT is a common one, so as my middle name which is DELA CRUZ, and so as with my last name REYES.
During my elementary school days, I simply use ROBERT C. REYES in all of my documents and school records. During my 2nd year in high school, then came this frosh who’s name is Robert C. Reyes (I forgot the meaning of his middle initial, but it was not Dela Cruz). Imagine the hardship every time that there will be a Student’s General Assembly (gala Friday) in school and the Principal will call on Robert Reyes – we’ll just have to look at each other first, trying to figure out who’s being called on stage. So I decided to change my middle initial to dC (as in dela Cruz).
Same thing happened to me in college, where there was at least one Robert Reyes and Robert Dela Cruz in the campus.
The matter became more serious when I started to work. In my job (aviation industry), I am required to renew my NBI (National Bureau of Investigation) Clearance annually. From 1998 until 2008, there will be a “hit” every single time that I will attempt to renew my NBI Clearance. Imagine the hassle of not getting your NBI Clearance on your first visit to their office (as you will be compelled to return after 3 days to have your name “cleared”). Root cause of this problem: the NBI Clearance database is NOT updated. You will find someone (your namesake) to have a derogatory record, but checking on their birthdays, the NBI will attest that it is not you! The same cycle goes on and on for a decade.
Then came the time when I have to travel – for leisure or work-related – especially since 2008.
In December of 2007, the Department of Justice under then Secretary Raul Gonzalez issued a Hold Departure Order (HDO) against those who are criticizing the regime of Gloria Macapagal-Arroyo, to include Fr. Robert Reyes who was charged with sedition and inciting to sedition cases.
Every time I will travel out of the country since then, I will have to secure a NOT THE SAME PERSON certificate from the Bureau of Immigration and Deportation (BID) at Intramuros, Manila. Securing such certification from the BID is no joke as you are required to submit the following:
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Valid NBI Clearance (PHP115.00 AFAIK)
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Recent ID Picture
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Certification from the Department of Justice (DOJ) that you’re NOT the same person charged in a particular case
Very Bad Service at Chowking Waltermart Makati
At around 1938H tonight (based on what’s written in the receipt issued to me by Chowking Waltermart Makati; operated by WMOB King Chow, Inc. with SI#02767238 and TIN 234-661-725-000VAT), I placed an order for ten (10) 3-piece pork siomai. After paying, I was given my wait number.
Some 22 minutes later, here comes my takeout. I checked the contents and asked where the chili sauce oil is. The male crew replied that they DO NOT HAVE CHILI SAUCE OIL!
I rushed to the counter and looked for the branch manager and asked for an explanation. It may seem to be nothing, but this is the second time in less than a week that I bought the same quantity of pork siomai in this same branch. To make things worst, the duty branch manager is the same girl when I complained about the matter (of not having chili sauce oil available) Thursday last week. She keeps on explaining that they do have a problem with the chili sauce oil (dunno what kind of problem that is!) and was apologetic that her crew failed to inform me of such dilemma.
How can I accept such apology when it is the second time it had happened to me, and the reason is still the same – and worst, the crew failed for the 2nd time to advise beforehand that chili sauce oil is NOT AVAILABLE. During my visit last week, in addition to the lack of chili sauce, this branch is notorious in just giving a piece or two of soy sauce, when I did ordered for 10 sets of pork siomai (some 30 pieces in all).
What made me mad is when the branch manager offered to: (1) refund my payment after letting me wait for almost 30 minutes for my orders; (2) offering me to take the hot sauce in lieu of the chili sauce oil – pathetic! I asked her if the hot sauce is for the pork siomai, and she replied it is NOT for the pork siomai! Is she trying to make me more pissed off or make me look a fool?!
Chowking Philippines, you better check on this shabby franchise of your brand. A branch not worth visiting. How I missed the branch at the back of Makati Cinema Square (closed already). Seems that this franchise of yours is implementing drastic cost-cutting measures that is causing a major blow in the image of your brand.
CHED Remains in the Jurassic Era
The Philippine Commission on Higher Education (CHED) seems to be stuck in the Jurassic era as it still refuses to create its official Twitter account.
For the sake of the college students’ safety, CHED Chairperson Patricia B. Licuanan, Ph.D., creating the Official CHED Twitter Account takes less than five (05) minutes of your key personnel’s time – if you do not know how to create one. Why insist of pointing the public to your website, which is not regularly updated (and is hard to navigate if you’re using a mobile device), when millions are already are using social media like Twitter (if you hate Facebook)?
Why don’t you follow the best practices of the DepEd when it comes dissemination of announcements such as suspension of classes?
Respectfully yours,
The Filipino Taxpayers
Turtle Slow Service at Chowking Evangelista, Makati City
Last night at around 2115H, I decided to buy ten (10) orders of Pork Siomai and two (02) orders of Black Gulaman for takeout at Chowking Evangelista, Makati City branch. Timestamp in the receipt was 2122H. Some 45 minutes later, my order is still not delivered, thus I made a follow-up to the crew. Makes me wonder how many minutes does it take to dish out 30 pieces of Pork Siomai from the steamer – 1 minute ++ per piece? Err!
Another 05 minutes had passed, and finally my takeout has arrived. I checked if everything is in order but to my surprise, the package contains the 10 orders of Pork Siomai (packed in a single styro box) but with only one (01) dish of chili plus around three (03) packs of Toyomansi! How in this world will three (03) packs of Toyomansi be enough for 30 pieces of Pork Siomai?! I asked the crew for additional packs of Toyomansi, and true to how slow their service is, it took yet another 05 minutes!
You see, I usually get this much of orders from this branch almost every week. And last night’s experience is relative same to my previous experiences with this branch. It is rather usual for me to hear customers complaining on how slow their orders are being served from this branch. Do the math of how many minutes had I spent waiting for my orders in that branch?! I should had done composing 10 blog articles only if you had WiFi there.
I do hope that the Chowking HQ will do something with this franchise branch to better shape up (or ship out) the soonest possible time. Mang Inasal had just opened their branch a block away from where this Chowking branch is standing from.
[UPDATE 15 JUL 2011]
The Chowking Area Manager called me up this morning explaining the possible cause for the lousy service at this branch. According to her, the franchisee decided to close the branch effective 26 JUL 2011, thus some of the regular personnel manning the store were no longer reporting for work. In my opinion, shouldn’t Chowking Corporation be closing this branch as early as possible to avert any further damage to their reputation?
Never to Ride the Galerian Lines to Puerto Galera Again!
I got so pissed and mad at myself for taking the Galerian Lines from the Port of Batangas City to Puerto Galera (to include our return trip) over the weekend, that I sent a letter to the DOTC, DOT, and respective Governors of Batangas & Oriental Mindoro provinces:
To whom it may concern:
Let me just share with you our experience during the last weekend’s family getaway to Puerto Galera, Oriental Mindoro. Having more than enough spare time to take a break from the busy metropolis, my wife and I decided to forgo a trip to Hongkong, and instead explore Puerto Galera, Oriental Mindoro (with the intention of promoting local tourism, as well in my blog site). We decided to leave the family car at home, and took the public transportation from Metro Manila all the way to Puerto Galera.
So we took the bus from Pasay City at around 0700H last Saturday, 14 May 2011. We reached the Port of Batangas City at around 0915H. We were a party of 03 adults (my wife, I, & the nanny) and a child (my 3-year old son). Being first time visitors to the port, we weighted the options on which of the ferries going to Puerto Galera shall we take: based on the time and fare prices. Most of the ferries leaving the pier by 0930H were already fully booked, thus we opted to take Galerian Lines’ 1000H schedule, as they offered PHP450 per head round trip — reasonable enough, we thought. So, after paying all of the fees at the port, we hurriedly went inside the terminal building some 5 minutes before 1000H. So we made it inside the ferry (banca) just in time for the 1000H schedule. Some 15 minutes later, we were still at the port with no signs of the ferry leaving any time soon. The ferry is almost full to the brim, as we were seated at the back already (please refer to the attached picture). I asked one of the passengers near me if they, too have the 1000H ticket. Low and behold, to our surprise, they hold a 0900H ticket! They, too had complained of waiting for more than 60 minutes already.
A couple of minutes later, and we were still at the pier. Seated behind us, at the far most side of the ferry (near the helm; smoking area) were a couple of noisy foreigners. It is evident that they were drunk already, as they were holding San Miguel Beer in can while talking (in a shouting matter) at each other. One even shouted to a Filipino passenger when the Pinoy accidentally stepped on the foreigner, as the Caucasian is lying on his back at the seat, which is supposed to accommodate 4-5 passengers.
To the DOTC Secretary: Are passengers of these motorized banca’s allowed to have a drinking spree on board? Being an aviation professional and a first time seacraft passenger, I was waiting for a Marina officer to check the boat onboard before we set sail. But this didn’t happened.
Finally, at around 1045H, the anchor of the Galerian Lines boat was retrieved and we started sailing to Oriental Mindoro. That’s 45 minutes of waiting time for us, as we have the 1000H tickets; and that’s 105 minutes of waiting time (wasted) for those passengers having the 0900H tickets boarded on the same seacraft we had. Imagine the anguish of being inside a boat, docked at the pier waiting for the seacraft to push back (if that’s the proper term) 45 minutes later than the scheduled time of departure, and seeing other seacrafts dock and leave the pier ahead of you! So, I just thought, this is just an operational thing and not the usual.
But I was wrong. Yesterday, a Sunday, after staying at Puerto Galera for 27 hours, we were booked for the 1530H Galerian Lines trip back to the Port of Batangas City. I asked my family to did a double-time in packing up our things and left the hotel room less than an hour before our scheduled checkout time, thinking that the boat will set sail by 1530H — as scheduled. We were at the boarding area of the beachfront by 1500H and was told by the Galerian Lines personnel to just wait for them to call for boarding. I asked what time will they be calling for boarding, and I was simply told to WAIT. Don’t these guys have a sense of time, nor respect for others time? So we stayed in a nearby restaurant waiting for the boarding time. I checked the names of the seacrafts parked, and none of them is from Galerian Lines. When most of the seacrafts docked left already, then came the one from Galerian Lines — it was around 1550H. There came 02 seacrafts from Galerian Lines, and we were asked to board the first to arrive at the beachfront. Passenger boarding was complete some 15 minutes later, then we noticed that the 2nd Galerian Lines boat was being filled up with passengers. A couple of minutes later, it seems that the 2nd boat (the other boat) is ready to set sail. I told myself, hey! Isn’t it that we’re supposed to be the one to set sail first? In the first place, our scheduled departure time was 1530H and it’s past 1600H already! When most of the passengers in our seacraft were wailing for us to set sail already, that’s the only time the "captain of the ship" decided to push back — that’s around 1635H already!
DOT Secretary Albert Lim: You see, there are a lot of private citizens like me and my wife, who are more than willing to promote the different tourist destinations in our country. But with people, companies — passenger shipping lines — like the Galerian Lines, it is rather hard as they do not have respect of other people’s time. People are willing to pay a little much extra, if they will get what they had paid for. Having experienced (wasted) a waiting time of more than 120 minutes is unacceptable. It is such a disgrace to both local and foreign tourist to have service providers like the Galerian Lines.
Dear all, appreciate to hear your responses the soonest possible time. By the way, this email has a read receipt tracking enabled. Republic Act 9485, also known as the "Anti-Red Tape Act of 2007" states that: Action of Offices – (1) All applications and/or requests submitted shall be acted upon by the assigned officer or employee during the period stated in the Citizen’s Charter which shall not be longer than five working days in the case of simple transactions and ten (10) working days in the case of complex transactions from the date the request or application was received. Depending on the nature of the frontline services requested or the mandate of the office or agency under unusual circumstances, the maximum time prescribed above may be extended. For the extension due to nature of frontline services or the mandate of the office or agency concerned the period for the delivery of frontline services shall be indicated in the Citizen’s Charter. The office or agency concerned shall notify the requesting party in writing of the reason for the extension and the final date of release for the extension and the final date of release of the frontline service/s requested.
I will be posting my message above in my blog site later today. The question now is: shall we go back to Puerto Galera soon? The answer is, DEFINITELY YES! But we will dread taking Galerian Lines, again!
Thank you!
Updated #1:
DOT Secretary Alberto A. Lim is truly an action man! He responded to my email hours after I sent it. Here goes:
Dear Mr. Reyes
Thank you for your letter describing your exasperating experience with Galerian Lines. As you correctly noted, this is a Marina/DOTC issue. By way of copying him, I am endorsing your letter to Sec. de Jesus.
Passenger transport between Batangas City port and Puerto Galera is a DOT concern for other reasons. One is passenger safety. We are working with Marina to impose stricter standards on all seacrafts crossing the channel. Larger seacraft are generally safer. They are also more professionally run. Another concern is beach docking in Puerto Galera that disturbs the guests. We are working with Marina and the PG mayor to designate one port of disembarkation/embarkation in PG so that the beaches are not crowded with bancas.
Kind regards.
Sincerely
Alberto A. Lim
Department of Tourism
Thank you very much, Sec. Lim! More power sir.
Update #2:
The local media picked-up my blog entry, and my name was mentioned in the 27 May 2011 edition of the Manila Bulletin:
DoT, Marina push stricter ferry standards in Puerto Galera trips
Update #3:
The MARINA (Maritime Industry Authority) sent this to me via email:
Republic of the Philippines
Department of Transportation and Communications
MARITIME INDUSTRY AUTHORITY
REGION IV
Block E, 2F Units 15-21, Caedo Commercial Center
Calicanto, Batangas City
Tel. Nos. 723-1365 / 723-2327
MARITIME INDUSTRY AUTHORITY,
REGION IV,
Complainant,
- versus - BMRO CN 011-015C
CRESENTE DE LARA / GALERIAN LINES
Respondent
X——————————————— – — – - ——-X
O R D E R
Acting on the attached letter-complaint received thru e-mail from the Office of the Administrator dated 16 May 2011, CRESENTE DE LARA of GALERIAN LINES is hereby directed to submit his Answers/Comments in writing within ten (10) days from receipt hereof and SHOW CAUSE why no punitive action and/or administrative penalty/ies shall be taken against him for his alleged failure to observe the authorized Schedule of Trips / Sailing Frequency on 14 May 2011 (Batangas to White Beach Puerto Galera) and 15 May 2011 (White Beach-Batangas ) stipulated in his Certificate of Public Convenience.
As narrated by the complainant, respondent’s vessel had incurred several delays before it totally departed from its ports of origin.
Such act is in violation of the terms and conditions stipulated in the issued Certificate of Public convenience, RA 9295 and its IRR as well as other relevant MARINA Memorandum Circulars .
Respondent is entitled to a formal hearing unless he opts to waive such right and voluntary pays the corresponding penalty as prescribed under the law.
Let the hearing of the above-entitled case be set on 15 June 2011 at 2:00 o’clock in the afternoon at the Maritime Industry Authority, Region IV, Block E, 2F Units 15-21, Caedo Commercial Center, Calicanto, Batangas City.
Postponement of hearing shall not be allowed except in meritorious cases and provided that the movant files a written motion/request at least three (3) days before the scheduled hearing with proof of service to the parties concerned.
Should respondent fails to file an Answer/Comment within the prescribed period and/or attend the scheduled hearing without valid and justifiable ground, the same shall be construed as a waiver of his rights to controvert the charge/s filed against him and the case shall be deemed submitted for decision based on the evidence on record.
SO ORDERED.
25 May 2011
BY AUTHORITY OF THE ADMINISTRATOR:
ROBERTO C. ARCEO, CESO V
Regional Director
/JMM
Copy furnished:
Complainant: Block E, 2F Units 15-21, Caedo Commercial Center, Calicanto, Batangas City
Respondent: c/o Emelda Balmes, Dalaruan, Puerto Galera, Or. Mindoro
Private Complainant – Mr. Roberto DC Reyes – [email protected]
Office of the Administrator
5thCGD –Batangas City
File
Smart Bro Pocket WiFi Application FAIL!
Another classic example on how mobile services in this country never fails to disappoint me …
Last 08 APR 2011, 21 days ago, I applied for a Smart Bro Pocket WiFi online, and just minutes later a certain Marc Arllan A. Laban-laban (Project Staff, Sales Strategies & System, Smart Communications, Inc.) sent me an email together with the application form. Within minutes, I sent him back the duly accomplished application form, together with all the requirements via facsimile – as instructed in the email he sent.
Upon sending the requirements and the duly accomplished application form to this Marc Arllan Laban-laban, I immediately sent an email asking for confirmation if he did received the documents – no (immediate) response was received. Three (03) days later, 11 APR 2011, I sent a follow-up email asking if this Marc Arllan Laban-laban received the application form, together with documentary requirements I sent via facsimile, and he did called me up on my mobile asking for more documentary requirements – thus, I sent him my latest Smart Gold bill.
Follow-ups from my end had been made daily, until 14 APR 2011 when this Marc Arllan Laban-laban replied to my email (a couple of them, actually) stating: “Hi sir. I apologize for late reply. I’ll follow up your application today. – Marc” – this was the last communication I received from him.
I thought that I will be able to use the Pocket WiFi during the long holiday break, but it was an exercise in futility of imagination.
Today, 29 APR 2011 – some 21 days after the application has been sent to Marc Arllan Laban-laban, I called Smart Bro Hotline to make a follow-up on whatever happened to the documents I submitted. Surprise! Surprise! Smart Bro Hotline cannot find the application form I accomplished and submitted via facsimile to Marc Arllan Laban-laban last 08 APR 2011! What a shame on me tantamount to stupidity?! I am making a follow-up and it seems that this Marc Arllan Laban-laban did not submitted the application form, together with the document requirements to the unit that will handle (will process) my application. Tried calling the number gave to me by this Marc Arllan Laban-laban, and that office (telemarketers, shame on you!) advised me that he was transferred to another department (why didn’t you just kicked him out?!) and they cannot locate my application!
Minutes after I banged the telephone to these telemarketers trying to fool around me, asking me to just drop by a Smart Wireless Center to fill-up an application form, etc. a certain Ryan Jara called my mobile telling me that his guy left an application form at home today. He asked me to accomplish the form and to submit all of the requirements to a Smart Wireless Center. WHAT?! Are you kidding?! Or are you plain STUPID?! I waited for 21 days and now you’re telling me to go back to square one?!
This is really how you treat your loyal subscribers?!
SmartPH Mobile Banking Activation Error (Error in Plug-in Data) — Case Closed!
I was trying to activate my BDO mobile banking account with my new Smart Communications postpaid number, but I always get this weird message:
Anybody else who is/had experiencing/ed the same error?
Updates:
[16 Mar 2011] Received an email message from BDO:
This is in reference to your Problem encountered on Smart Mobile Banking with Case ID no. xxxxxxxxx, reported last March 15, 2011.
We wish to inform you that per Smart Communications Co., please retry to access your Smart Mobile Banking account again.
Should you have other inquiries or concerns, please email us at [email protected] or call (02) 631-8000 (for Metro Manila) or at our domestic toll free number 1-800-10-6318000.
~~ I retried accessing the Smart Mobile Banking account, but the same error still persists. Will try to contact BDO again tomorrow.
[18 Mar 2011] Just finished a conversation with a BDO Service Support Agent. The timer in my phone ticked at more than 15 minutes, but actual conversation time was less than 3 minutes (or so; remainder time was that of me being on hold). I am still getting the freaking error message when I tried activating my BDO Mobile Banking. To make matters worst, upon checking my bill, it seems that I am charged for every try that I make!
[29 Mar 2011 AM] Received yet another call from the Smart Support Group (technical team, I suppose) checking if I was able to activate my BDO Mobile Banking already. I told them that I am still receiving the same error. During the course of our discussion, the CSR asked me to insert my SIM card to a “low-end” mobile phone. WTH! I told her that I do not have a “low-end” phone; I only have with me a PalmOne Treo 750 (open line), a BlackBerry Bold 9700 (Globe), and the Sony Ericsson Xperia X10 Mini Pro (Smart). According to her, I need to borrow (if not buy) a “low-end” phone so that she may isolate on where the problem is (thinking that the Xperia X10 Mini Pro is the culprit). We ended the discussion with her asking me to pay a visit to any Smart Wireless Center so that they may test my SIM — yet another WTH!
[29 Mar 2011 PM] At around 1700H, out of nowhere, I received an SMS stating that my BDO Mobile Banking is already activated and that my Mobile Banking Menu has been updated! Therefore, I conclude that the problem is with Smart and/or BDO, and that the issue is not related to my SIM card, nor my mobile phone unit.
PAO Chief Persida Rueda-Acosta Is NOT Civil Service Eligible (Shame on You!)
You had read it right: Public Attorney’s Office (PAO) head Persida Rueda-Acosta is NOT Civil Service Eligible. Actually, she took the Philippine Civil Service Exam (Career Executive Service Eligibility Exam) in 2003, and FAILED!
It may not be a big deal for some, but if you’re a public servant (and not an elected person) isn’t that a requirement in the first place? I know for a fact that all those who serve in the government had at least passed the Civil Service Eligibility Exam, in one time or another. In case of PAO lawyers, a law exempted them from taking such exam in order to hold their current positions. But in the case of Atty. Rueda-Acosta, she was holding on to her position before this law was enacted.
I saw her interview on TV tonight, and it is such a shame that no less than the current head of PAO telling the reporter that she took the Civil Service Eligibility Exam just for fun(?) — it’s like slapping the entire Civil Service Commission and those people who took (and passed) their exams.
As a tax payer, I think Atty. Rueda-Acosta should just resign from her post now — out of shame. It is such a disgrace that she got promoted to whatever position in the government she is holding now without passing the Civil Service Exam.