When we came back from the long holidays, we returned to our home without water. Apparently, the Manila Water has disconnected our water supply, padlocked it in fact because we were unable to pay the bill since October which amounted to P2,417.27 as relayed to me by their hotline 1627. Initially, we didn't have any idea where the offices of Manila Water was so we consulted old reliable google and found their website.
When I called up the hotline, I was told that i can still pay of the due amount at Seven-Eleven plus the reconnection fee which amounted to P400 something. So by 10am yesterday morning, I already paid it and called the hotline immediately after and relayed the receipt number. Apparently, 7-11 system is online with that of Manila Water that's why the payment was immediately reflected. When I inquired, how long will they be able to send someone to get our water running, they said the standard time is 3-5 days reconnection time. I pleaded if they can expedite it within the day but the only reply was that they already relayed the request to Manila Water. When I asked them if I could have the number of the technical department incharge of the unlocking( in search of a better term), they said that they don't have a number. After about 2 more calls to their customer service, they told me that i could probably go to their business center to relay my request personally.
So we spent a whole day and night without water and again today. This morning, i was dropped off at Manila Water service area by the husband located at the corner of United and Mayflower St at Greenfield District near Edsa Central. Since it was early and there was only one other customer, I was immediately entertained by a certain Mr. Nilo who told me that i paid in excess of what was due Manila Water even including the reconnection fee. He then told me that I should have gone directly to the business office after paying so that they could have process the reconnection immediately. We could have spend the night free of asking favor from our next door neighbor for water. Really, what the heck was the hotline 1627 for if they can't sense the urgency of our request for immediate reconnection when all i could have done is go pay at the business center? All they tell you was that they already forwarded the request but when Mr Nilo asked his fellow employee if she received a request for reconnection from our account, she said that there was none!
After sitting for about five minutes there, I was told by Mr Nilo and the lady employee he gave the order to that our water supply will be restored within the day. Let's see if it is really as they see it is considering that I was made to fill -up a customer feedback form by Mr Nilo asking about his service.
I went again to the business office to follow up because it was already 4pm and we still didn't have any water only to be told that they already sent someone but that it was opened past 5pm already. So yeah, this time around they made good on their promise that water service is restored within the day but they could have made it easier for me if they had just given me a number to their office just to follow up. That still sucks!