E-Pass Customer Care Hotline. What hotline?

**JackFlash** · February 19th, 2014 11:33 AM

To those who recently got the new e-pass tag at PHP 999.00. Was it easy for you to get your account number? I tried applying online because the website said free delivery within Metro Manila. Had a hard time with the payment part so I gave up on the online option and bought my tag over the counter at the Bicutan office. They told me to call customer service after 24 hrs to activate the tag and secure an account no. Sounds simple right? Not until you call their not-so-hot hotline.

There is no voice prompt that says "To activate your tag, pres..." So you press zero to speak to a customer care rep. In comes elevator music and you wait. And wait. And wait. If you're using a cellphone, don't. Unless you want to finish off your load or get charged for a call that never got you results. Better use a speakerphone so you can go on with other chores while the elevator music "entertains" you. If you have the luxury of a secretary or alalay, leave it to her (or him).

Anyway, after 2 loooong tries, I gave up. The looped music was just too loopy, it was driving me insane. I just might go back to Bicutan and get my account no. over the counter. It might be faster than waiting on the phone. Just wanted to share and find out if others had better luck or if there are other work-arounds to get an account no. Thanks.

**radz15** · February 19th, 2014 11:44 AM

999 na ba new price sir? Last month kasi nag inquire ako 1799 daw.

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**1D4LV** · February 19th, 2014 12:27 PM

Originally Posted by radz15

999 na ba new price sir? Last month kasi nag inquire ako 1799 daw.

Posted via Tsikot Mobile App

nag sale sila....

**confused shoes** · February 19th, 2014 01:51 PM

Masanay ka na sa hotline, sir. Kung may sasagot man sa yo, call center agent na ang sasabihin, pre-recorded din!

**mac103** · February 19th, 2014 02:03 PM

I got through after 14 minutes of waiting on the speakerphone. Kinuha lang yung tag number and details. Then at the end of the call, I was told to follow-up to get the account number after 2 days.

**rafmac** · February 19th, 2014 03:56 PM

From experience try calling them at around 7-8am

**viper888** · February 19th, 2014 05:18 PM

Who here tried activating by email?
I tried, they are asking for an "AR recite"
Whats that?

this is the email

**mac103** · February 19th, 2014 05:50 PM

Originally Posted by viper888

Who here tried activating by email?
I tried, they are asking for an "AR recite"
Whats that?

this is the email

Akala ko kung anong kailangan mo i-recite. I think they meant the "Acknowledgement Receipt".
Better to call their hotline, sabi ko sa agent I did not get one from Shell, but she processed my activation anyway.

**jodski** · February 19th, 2014 06:10 PM

Originally Posted by JackFlash

To those who recently got the new e-pass tag at PHP 999.00. Was it easy for you to get your account number? I tried applying online because the website said free delivery within Metro Manila. Had a hard time with the payment part so I gave up on the online option and bought my tag over the counter at the Bicutan office. They told me to call customer service after 24 hrs to activate the tag and secure an account no. Sounds simple right? Not until you call their not-so-hot hotline.

Curious ako bakit kaya nagkaganyan case mo Sir... Nag inquire kasi ako sa hotline nila yesterday around 5 PM. Ang suggestion sa akin ng CSR is to go to the Bicutan office para within the day daw ma activate na agad yung tag...

Tsk tsk tsk dilemma na naman kung pupunta nga ako dun

**JackFlash** · February 20th, 2014 01:08 PM

Originally Posted by jodski

Curious ako bakit kaya nagkaganyan case mo Sir... Nag inquire kasi ako sa hotline nila yesterday around 5 PM. Ang suggestion sa akin ng CSR is to go to the Bicutan office para within the day daw ma activate na agad yung tag...

Tsk tsk tsk dilemma na naman kung pupunta nga ako dun

Ang definition nila ng "within the day" ay 24 hrs. Finally nakalusot ako sa hotline, mga 12:00 noon kahapon. Tinanong ako kung kelan ko binili yung tagkit. Sabi ko previous day, around 1:30 pm. Ang sagot, "Ay sir, di pa naka-record. Kasi within 24 hours po." Sabi ko, "Oo nga. Di ba ang ibig sabihin ng 'within 24 hours' ay 'sa loob ng 24 oras'?" Balik ng CSR, "Ah... try niyo na lang po ng 1:30 mamaya, para siguradong after 24 hours."

1:30pm came along at yun, katakot-takot na hintayan na naman. Sa dami ng meeting ko kahapon, di ko na na-follow up, kaya ayun. Wala pa rin akong account no. Teka, makikinig muna ako ng looped music nila...

Buti na lang ang e-pass reader mismo, di kasing e-ngot ng CSR. Btw eto pala website nila: https://epass.com.ph/?mustbeloggedin