How responsive is your guide???

[Mickbee]

I was wondering how responsive your guide is when you place a call into them?

We are interested in an add-on at BCV but our guide never calls us back when we place a call into him. :mad: How long does it take for your guide to return your calls?


Before the flames start: I understand times are busy with BCV, vacation, their day of schedule etc..

[TnRobin]

Our guide has always called us back within 24 hours. Usually it is within a few hours.

[chip1]

Our guide, Betty Prickel, always returned our calls within 24 hours. She is a great guide. I would recommend her greatly!! Good luck.

[Laurabearz]

I think 24 hours is reasonable.... Our guide Lisa DeRosa returns our calls even when she was on vacation!!!

[JonHM]

within 24 hours - unless she's on her days off, but if she is, she says so in her voicemail message - and gives an alternate number that we can call to receive immediate assistance.

[DVC-Don]

We had the same problem with our guide last year when we wanted to do an add on. I called and asked for another guide and explained why. He must of gotten spoken to. We did not get a new guide, but he has been very attentive and prompt in returning calls since then. We even get calls out of the blue from him now.

[Michelemouse]

Our guide is Randy Kruger. Just this morning I called him to let hiim know we wanted to do an add-on. I got his voicemail which asked callers to be patient in waiting for a return call as they were extremely busy right now. Nevertheless, within 3 hours he had called me back.

Michele

[KaterBell]

Our guide, Tony, is great - he answers all my big questions right away, and calls me back within a day... (reasonable)... He was out sick for part of last week, but he's really good about updating his voicemail message and letting you know where he is. :)

[Mickbee]

This is what I assumed... I am understanding sudden delays or rushes can impact the norm causing the chaos (BCV). We have hit too many data points related to lack of response. We made a few add-ons late in 2001 to increase our points from 250 to 550. Each time we encountered the same issues. I wouldn't receive a call back After several days to a week I would initiate a follow up call to ensure the voice message was received. Needless to say, my better half was less than thrilled that we were being "ignored". She thought it reflected negatively upon all of DVC. I like my guide, I think he is a great guy, but I really feel like we are being blown off anytime we request info or to purchase. :(

[thepalagis]

Last summer I started looking into DVC. I was a "referral" and one of the guides was supposed to call me. He didn't and two weeks later I called DVC and was told "my guide's" name and that he would call me. Three days later (still no call) I called him. He returned my call two days after that and called when I was not home. I called him back within hours, got his machine, and left a message that I would be home all day the next two days. He called me 4 days later...... Finally we connected on my next call to him. I told him I was interested in BWV (didn't know it was sold out then) and he immediately lost interest in me (I realize that I have no reason to suspect that he was ever interested in making a sale). I asked to have some information sent about the property they were selling and also asked when the BC will be available. He told me that he had no idea about the BC but would send information. Approximately three weeks later I bought a resale thru the Timeshare Store. I got the information from "my guide" about a week after that. I might have bought directly thru DVC were it not for the totally inattentive guide. Sorry this is so long, but it is clear that some guides are a whole lot better than others. I have recently bought my second resale. I assume that I don't have a guide at DVC. If you don't buy from DVC do they assign a guide to you?

[DiznEeyore]

Not responsive at all. He's taken more than 3 days to return calls. Plus, he's never in the office. I've never seen anyone recommend him by name, and *I'd* never send anyone to him.

[Lyndarella]

Our guide has always been quick to respond, but has told me things that are not quite accurate! I guess you can't have it all!

I would like to see you all complain about guides that don't respond. There is nothing worse than trying to give someone your money when they are not interested. And it costs the company in the long run.

[DarthGoofy]

My guide has always returned calls within an hour or two. When she is not in the office, she always leaves her pager number just in case it is an emergency.

[disney6]

Are guides suppose to keep in touch? We bought in May 2000 and added on during our cruise in Oct 2000 (added on the same number of points we bought therefore doubling our original purchase) and our guide has NEVER called us or sent anything after the original purchase! Should he? I'd think he'd at least check on us once in a while?

[NancyDVC]

I have been a DVC member over 10 years and currently have my 5th or 6th guide. (I may have mislaid one somewhere along the way.) My first guide was wonderful always answering messages and leaving messages when we were staying at OKW. He was then promoted and we got a new guide-not very responsive but got the job done for our add on. Third guide????? I can't recall. Fourth guide very responsive to requests for information. Fifth guide????? (I think that #s 3 & 5 weren't interested and are no longer with DVC.) My current guide is very responsive even when we let her know that we can't add on right now but have questions or need info for friends or just want to say Hi.

Nancy
:)

[downontheBW]

Our guide isn't/wasn't great - I don't know if he's still there. I had been reading these boards for a while so by the time I called I only had a question or two and we were ready to sign. The person I initially talked to became our guide. He was not good about returning my phone calls until he found out I had talked with someone else at DVC and thought he might lose the sale. I talked with him once again when the sale was going through and have never heard from him since.

[swede63]

I bought on the Magic cruise last year and when I got home And read more I wanted to add on. After numerous calls, and him not returning them I finally got someone else to take down the information. He called me back when he knew it was an add on then i haven't heard from him since. I am now ready again to make another add on and I wonder should I give him the commision. Can you can guides? How does one go about doing it??

[DiznEeyore]

swede63:

You can definitely "can" your guide. We've done it (tho' the one they assigned us after isn't great, but he's a *definite* improvement over the one who didn't show for a scheduled meeting with us!). You simply call DVC, ask to speak with a mgr., explain the reason for your call, and they should assign you a new one right away.

HTH!

[sumessefui]

Our guide, Byron, has been very responsive. If he is not in, he explains where he is and gives you a number to call. He has always gotten back to me the same day if he is in. He does not keep in touch, however, and this is fine since he is my guide (salesperson), not my buddy.

[ShirleyKME]

We own at OKW and Linda Streetman is our guide. She has been very good to us over the years with calls to let us know about sell outs at the DVC resorts and to let us know availibility of points in our use year at OKW.
In February when we were down I had a message on our room phone from Linda wishing us a Welcome Home and to have great vacation.
Shirley:)

[Johnnie Fedora]

you will find the best guides right here on the DIS. We got the quickest answers here and really just needed to talk to our guide as a formality. Betty was our guide also, and we found her helpful; she did return our calls promptly. We often already knew about incentives, interest rates etc., Betty wanted to know where we got our info as we knew all about the BCV incentives before we talked to her ;) ;) ;)

[sparkspeak]

Natacha Brown is a terrific Guide. She responds quickly and always finds answers to my inquiries.

[buck4568]

The guide we got when we joined in 98 left DVC shortly after we joined. When we wanted to add on we called and were assigned to Dave Kreutzer who is not responsive at all. I called him last week and never got a call back.

We are impulse shoppers so when we were at Vero we decided to add on there and did an add on again there last year. We also just bought more points at BWV through a resale with Jaki at "A Timeshare Broker". Jaki was great!

I am in sales and I know how hard it is to keep in touch with all your customers but when I get a call from a previous customer I will retunrn that call right away regardless of purpose of the call, ie: service issuses, a referral or just to say hello!

:cool: :cool: :cool: :smooth:

[normr]

We've been shuffled to 3 different guides everytime a guide leaves or gets promoted, the new guy is a rude jerk, my wife called him the other day to find out about buying some more points and asked him a question about resales since we really want more points at OKW and know that the resale market is the only place we'll probalby find them (I do know Disney may occasionly get some back for resale) and if he knew at what level Disney was buying them back, and then the barrage started, how if we bought a resale we would get burned and after going to contract we would find out that the people actually owed thousands of dollars more because of leans on the property and so forth.

I read other people posting about their guides of how great they are and I'm just amazed, I wish I had one like that. Please tell me who you would switch to because if we ended up buying some points from Disney, I wouldn't give this present guy the sale.

[DoeWDW]

Our guide is Julie Hughes. She's been wonderful. We checked into DVC 3-4 years ago but were not ready to buy. We did tell her that if they ever created a resort at the Beach Club, we'd be interested.

When we were at Disney in spring 2001, we decided to do a tour. She must have been listed as our guide in the computer, because they made sure that she was the person to give us our tour. She remembered (or at least the computer told her) that she had talked to us a few years ago. Again we told her we REALLY wanted BCV.

She called us as soon as BCV presales opened up and we just finished the paperwork. She has always been low pressure, extremely responsive when I had questions, always called me back. I'd recommend Julie to anyone!!

Doreen in PA

[StevieD]

Here's another recommendation for Julie Hughes. We haven't bought yet (still looking at BCV), but so far, Julie has been very responsive, answering all my questions and returning calls promptly. And never any pressure.

[dtheboys]

Ron Brumbaugh....My guide alway's calls me back....Alway's answers any questions that I may have!!!
I wouldn't buy from any one else!!
Thanks
Doug S.