Maybe it's too much of a generalisation but I have found that the LTO's in smaller towns to be far more helpful and efficient. In my case Himamaylan (new licence done & issued in 2 hours) and Bayawan (similar to Himamaylan experience for relatives). If I lived in Dumaguete proper, or south, I would seriously consider using Bayawan LTO as it's only an hour away - and a good road too.

 

Turned out Asawa and the LTO lady went to school together back in the day. She got hers in about an hour if you don't count the time reminiscing. The LTO lady messaged Asawa after 89 days to tell me to come in the following day. Sometimes you just get lucky.

Now getting the water and electric bills transferred into our name is another matter. Asawa is still steaming about the three trips to the water department with two to our attorney in between.

 

Because they can

I renewed my DL last month and my experience was similar to your niece's .
On a monday morning I had to stop the process due to "offline, just wait Sir". I went home instead. The next morning my wife called and they were still offline. Finally they were online on Wednesday, went to LTO and had a whole new set of problems to deal with. It's more fun.