Let me tell you a story of mind-boggling incompetence.
Hang on until the end--perhaps you could learn a lesson too.
My ex and I bought a unit at The Ellis, a Megaworld property in Salcedo Village, around two years back.
Everything was smooth-sailing, until we decided to transfer our payments to Paseo Heights, a development that had been built already, and still had a few units waiting to be bought and occupied. My ex and I reasoned that it would be wiser to live in a unit that had already been built, instead of paying for condo lease while also settling the payments for The Ellis.
(Backstory: my lease at my old condo was ending, and I was moving in the new condo.)
This is where the horror began.
Below, you can see the letter we sent through our broker, Joy Garcia. (Note, the date above the letter which was discussed in our thread is wrong; this letter was sent around March 13.)
We were frankly generous with the lead time. We had planned this more than a month before the lease of my condominium unit was about to end.
Perhaps, the mistake was the assumption that a few weeks is more than enough time for any decent company to make this happen.
Close to the end of April, we followed up again. We were still very polite, in spite of how we wanted to impress the gravity of the situation:
Can you guess what happened next?
Fast forward to June--finally, feedback from Megaworld!
However, we decided to allocate the amount elsewhere, because we didn't know when Megaworld would exactly get back at us.
I asked Joy if Megaworld could allow us an extension--much the same way that we have allowed them so much time to get back to us.
Cut to the next day. No mention of penalties. I guess our request has been granted? (Don't forget this; this will come up again later.)
The following day, the discussion was about dating the initial checks to June 15. (Still no mention of penalties.)
Nine days after, we were ready to issue the checks.
We should've been able to move in a few weeks after, right?
Hmm. July 9. At least there's a date now.
Still, we clarified more things:
You would've thought the story had ended there--that we were able to move in, and we all lived happily ever after.
Suddenly, the issue of the transfer of payments from the Ellis to Paseo Heights cropped up again--despite how this has been discussed months back.
We had assumed that because we had released the checks for the downpayment and moving in fee, the transfer issue has been resolved.
Apparently, this is not the case.
Suddenly, we are forced to accept that this is the process of the company.
I will not bore you with other details (we have already been looped in a long email thread where Art Esplago of the marketing department was involved), but before I wrap up this long entry, let's go back to the discussion of the penalty:
All of a sudden, we are being held up with the demand of a penalty, despite how it was clearly Megaworld's fault that there was a delay.
As much as this gives me a tremendous headache, I think there's a lesson right here for all companies, big and small:
Stellar customer service cannot be overemphasized.
Months of delay, coupled with unfulfilled promises and overcommitments, is not a good way to make any customer happy.
Not everyone has the luxury of waiting. I was lucky: I have had the privilege to wait.
But what if I didn't?
I would've just come across as an angry, demanding, and unempathetic customer.
The thing is, nobody really cares how much you brand yourself as good.
More than window dressing, what ultimately speaks of you is the work that you do.
In this case, Megaworld has failed us beyond logic, and I strongly advise everyone against purchasing a Megaworld property.
HELLO, MY NAME IS EVAN TAN.
I'm a writer and communications professional based in Manila, Philippines. Outside of my regular job, I like to travel, work out, volunteer, watch movies and plays, go to art galleries/ fairs and museums, read books, and eat vegetarian food.
More about me here.