Anyone else concerned? [Archive] - The DIS Discussion Forums

bellazachmom

08-09-2008, 07:29 AM

Tozzie

08-09-2008, 07:51 AM

Anyone else that is not actually effected by the AKV Concierge mess concerned about the way it is being handled?!?!?

As I first started reading about it I felt horrible for the members and was glad that it wasn't me. I really felt that after a day or two that DVC would step in and fix this problem in a fair way that would make everyone happy. I thought that the effected members might actually come out ahead due to the "inconvenience" as is often the case at Disney.

Unfortunately, it doesn't seem like this is going to happen. It makes me concerned about what will happen in the future when something like this happens again. I mean, you can only be "lucky" so many times, eventually over the next 30+ years we will all probably encounter something like this.

Anyone else worried?

I am a little concerned because it seems the left hand doen't know what the right hand is doing, and the fact that the people who are being displaced are finding out about it from the internet and not disney. They shouldn't have called anyone until they had a well thought out solution in place. The sad fact is they are not treating people fairly and as people are stated the people who were displaced at the value resorts last year got more upgrades and perks. It seems to me if these were cash reservations instead of points reservations they would have done a lot more to fix the problem and make it right so they wouldn't be losing a cash paying customer, the people staying on points well they already have your money and you will be back as the only solution for the owners is to sell their contracts and at this point in time it really isn't feesable to try and sell a contract. It seems like Disney has you stuck between a rock and a hard place and they know it. It hasn't affected me but if it had I would be on the phone daily, and emailing everyone and anyone I could at disney. In fact I am going to write a letter to DVC about this and how horrible I think it is , while it doens't affect me now, as you say it might in the future. Contruction schedules don't happen overnight and they could have postponed it until a less busy time and they had comparable accomodations to place the members in.

littlestar

08-09-2008, 08:04 AM

It's definitely not a very good advertisement for buying into DVC. Pretty sad. :sad1:

Dean

08-09-2008, 08:24 AM

It does seem out of character for DVC in general and DVC in particular IMO even though some don't think so lately. On one hand things happen, rooms go out of service, never were truly available but were booked by mistake, pools undergo rehab, etc. While I would be sad for anyone that lost their reservation, this is different, IMO. DVC has options, control and precedent to make this a workable solution. I'd actually be less concerned overall if they simply called and said all was full and they had to cancel the reservations. I've been in that boat personally a couple of times with exchanges.

Hunclemarco

08-09-2008, 08:27 AM

I am a little concerned because it seems the left hand doen't know what the right hand is doing, and the fact that the people who are being displaced are finding out about it from the internet and not disney. They shouldn't have called anyone until they had a well thought out solution in place. The sad fact is they are not treating people fairly and as people are stated the people who were displaced at the value resorts last year got more upgrades and perks. It seems to me if these were cash reservations instead of points reservations they would have done a lot more to fix the problem and make it right so they wouldn't be losing a cash paying customer, the people staying on points well they already have your money and you will be back as the only solution for the owners is to sell their contracts and at this point in time it really isn't feesable to try and sell a contract. It seems like Disney has you stuck between a rock and a hard place and they know it. It hasn't affected me but if it had I would be on the phone daily, and emailing everyone and anyone I could at disney. In fact I am going to write a letter to DVC about this and how horrible I think it is , while it doens't affect me now, as you say it might in the future. Contruction schedules don't happen overnight and they could have postponed it until a less busy time and they had comparable accomodations to place the members in.

I couldn't agree with you more! :thumbsup2

allaboutmm

08-09-2008, 08:37 AM

I agree that I think it was most definately in bad taste. I know as a DVC member and WDW lover how excited I get about trips, so its got to be so-o disapointing that a few months before a trip, to have everything changed and you have no control over it. Sorry for all of you who were affected by this:flower3: , I think it stinks:sad2: !

Simba's Mom

08-09-2008, 09:43 AM

I'm concerned at what I see as DVC's version of "customer service" and how they're making it right...NOT!

PEANUT1

08-09-2008, 09:49 AM

I am really freaked about it. We have AKV value booked for January.

cseca

08-09-2008, 10:43 AM

I am definitely concerned altho I'm not directly affected nor am I an AKV member. Which makes it hard for me to justify writing a letter.

However, I am concerned because DVC just keeps expanding and I hope they don't think they can just "get away" with this kind of treatment to the members just because they can. I don't know if they are just being cocky and just think that members will just accept it since they're all disney lovers and would just be thankful to be at disney or what.

Plus reading from the other threads, they seem to be treating people differently. Almost like squeaky wheel gets the oil. That's even worse. Treat all the members fairly. I don't care if they prioritize booking date, owners, or what. But do it fairly. Don't just give member who says "Fine whatever" less than member who expects more. THAT makes me even more upset.

I guess I'm on the concerned-but-not-sure-if-I-should-say-something-about-it-to-disney boat. If anyone knows a good way to bring this issue up higher please let us know. I would like to see Disney resolve this issue properly. So not to set a bad precedence.

kimberh

08-09-2008, 11:06 AM

It does not seem like the Disney I have know and dealt with over the years. I know how hard booking AKV Concierge is. I just cannot believe that the least MS didn't offer was another Concierge booking in place of the one that they cancelled. I feel that is the least they could have offered. What they have offered seems cold hearted to me. I don't know who in management made this decision, but it is just wrong! As I stated in the original Thread, I was going to do a 100 point add on, I am now holding off. I will just make my AKV points work. This has scared me off. With customer service like this, I will put my money else where. I know that I am represent one family, but we can all start with one.

lisaviolet

08-09-2008, 11:08 AM

I am definitely concerned altho I'm not directly affected nor am I an AKV member. Which makes it hard for me to justify writing a letter.

I'll be writing and I'm not affected. I think it's a big issue. And in the end affects all members.

AKV707

08-09-2008, 11:19 AM

I am feeling out of the loop. Can someone post the link to the original thread so I can know what happened?

Thanks

DebbieB

08-09-2008, 11:37 AM

I am feeling out of the loop. Can someone post the link to the original thread so I can know what happened?

Thanks

Here it is:

http://www.disboards.com/showthread.php?t=1911617

I too am concerned with DVC's handling of this. I could understand it better if for example there was a hurricane and emergency repairs needed to be done. But this seems like routine maintenance, they should have planned for it better.

lisaviolet

08-09-2008, 11:38 AM

I am feeling out of the loop. Can someone post the link to the original thread so I can know what happened?

Thanks

Short form:

AKL/AKV decided to do some maintenance on the concierge level during a prime time - October. A la no space in AKL either.

They phoned members booked, for a long period -seems like a long time to do a little maintenance -who knows, and told them they were moving them to SSR. Some affected DVCers found out from here because they have to phone so many members.

Mistakes happen. It's just the way it's been dealt with. Concierge, as everyone knows, is a special vacation booked day by day for these members and they aren't getting the feeling like DVC cares about the disappointment or even to give them as close as they can get to comparable.

DVC is saying they only have SSR. But they aren't openly giving $$$ credits for the loss of planned concierge food or the DDP so that members don't have to come up with a replacement for their plan to "eat concierge".;)

It's just a well you had AKV concierge studio. We're putting you in a SSR studio. Done. Weird.

Also, the chance of getting more dining reservations at this point, to make up for concierge, is slim.

But the most upsetting factor for me is that not everyone is being treated equally. Like no decision was made what to do before the phone calls. Ie. some are getting DDP and others are not and missing one place to sleep at SSR (one member is over occupancy for what they offered her)

It's like the members are having to fight when they should simply be properly compensated for a human error. It's not "I want freebies" from these affected members. It's just make my vacation comparable.

Here's the link:

http://www.disboards.com/showthread.php?t=1911617

kimberh

08-09-2008, 01:56 PM

Here it is:

http://www.disboards.com/showthread.php?t=1911617

I too am concerned with DVC's handling of this. I could understand it better if for example there was a hurricane and emergency repairs needed to be done. But this seems like routine maintenance, they should have planned for it better.

Right, I could too, we live on the coast in SC, Hurricane Hugo survivor here. Sometimes things happen that are beyond your control. This is not one of them. What bothers me is the way they are all being treated, it is like take it or leave it. I was explaining it to my husband last night, what a nightmare to have a family trip planned for 9 (which is the number I could very possibly take) then have this to happen. It is so hard to get TS for this number at this late date. I have said this once, but I feel MS really owes these families another Concierge stay, if not at this time, then at another time.
There is someone in management making some sorry decisions lately. The new reservation system, then this. It would be interesting to know if it is the same person. Some Yuppie, fresh out of school. I wonder if he or she even plans or has even planned a family trip to Disney. :confused:

jfinke

08-09-2008, 07:23 PM

I understand unplanned things happen.

However, part of the reason we felt comfortable purchasing DVC was the Disney name behind it. That used to stand for something. More and more, it seems that is slipping away.

They should have had a plan together to offer the members a comparable alternative, either in lodging or return of points of whatever. This is a problem that they created, they need to fix it correctly.

I realize that DIS members are probably a 1% of the disney going public, but they are creating a PR issue here. There have certainly been people who said that they are going to stop recommending DVC (it certainly gives me pause) or hold off on purchasing extensions, etc.

BWV Dreamin

08-09-2008, 07:41 PM

[QUOTE=kimberh;26807707] I have said this once, but I feel MS really owes these families another Concierge stay, if not at this time, then at another time. There is someone in management making some sorry decisions lately. [QUOTE]

This needs to happen. I have a bad taste in my mouth over this, even though I am not personally affected. Today, I just cancelled my BCV add-on. I want to wait and see what further changes/actions come down the road before I commit to anything more.

Laxmom

08-09-2008, 07:43 PM

You guys hit the nail on the head! The poor customer service could mean poor customer service for all of us in the future. We just closed on 2 contracts this summer and to say I am disapointed in Disney's handling of this situation would be an understatement. Year of a million dreams?:confused3

We also bought Disney because of what the name stands for. It is the lack of communication and total disorganization that bugs me. There seems to be no concern for the families this is affecting.

I have read of many people who are watching to see what DVC does in the coming days on this one and are holding off buying or have already cancelled contracts. This is already costing them money when it wasn't necessary. If it had been handled better, this could have all been avoided.

I know we are watching, as well, and hoping that DVC will distinguishes itself, once again, from other timeshare companies. No more points in our immediate future. Depending on how this plays out, maybe no more, period!

NSL

08-09-2008, 07:48 PM

I agree with all of these posts. It scares me for what is in the future. If they don't respect us more than this, it could be a scary 30+ years. I trusted Disney and it seems if you are not a cash paying customer you don't matter. After all they already have our money, why would they need to keep us happy!

ADP

08-09-2008, 08:54 PM

I agree with everyone. They should be offering comperable accommodations for the concierge guests who were bumped from AKV.

Unfortunately, we don't know the situation with the other concierge rooms across property during that time period. Maybe all concierge accommodations across property are booked. They can't create rooms out of thin air. We just don't know.

There are other ways they can make it up to the guests who were bumped. Free DDP, offering a 1 or 2 bedroom villa at SSR, maybe a cash credit. There are so many ways they can make these guests feel better, but it doesn't seem like that is happening here for most. I'm not sure why and it seems very inconsistant to me.

If I was one of the guests who were bumped I'd keep calling until I got what I thought was fair.

crbruce_us

08-09-2008, 09:03 PM

I just think they have a very bad manager at AKV. Probably someone who has NO EXPERIENCE in managing a DVC property. Someone who has no people skills and doesn't care one bit about customer service. Sounds like Disney needs to clean house at AKV.

My DH and I are actually discussing "what if this or something else happens to us" scenarios. We want to be prepared if something like this happens to us.

JimMIA

08-09-2008, 09:31 PM

I'm concerned about it, but I'm not entirely sure which aspect of the problem bothers me more.

If DVC can't find important body parts with both hands -- which seems to be the case -- that concerns me. I've seen some pretty well-managed organizations, and I've seen some that were pretty inept. DVC tends more and more toward the latter group. They are really starting to resemble The Three Stooges of the hospitality industry.

If DVC is simply focused entirely on sales, and either doesn't comprehend owner satisfaction -- or doesn't care -- I'm concerned for that reason.

My biggest concern is that the source of the problem might be both of the above -- in other words, they're inept, and they don't care. That worries me.

I am not directly affected, I don't even want to stay at AKV...but I suspect there is a larger problem here, and that worries me.

I hope people who are considering investing thousands of dollars in DVC will look at both the benefits and the downsides of DVC ownership.

hlyntunstl

08-09-2008, 10:54 PM

I actually did send a note to member services. Although I wasn't affected, it could've been me and it also speaks to how MS and DVC as a whole handles issues. The reason there were no comparable rooms or compensation is that it is less than 2 months before the closure and October is a popular DVC time. To do this for a group of rooms where people plan how they are going to actually book the reservation in advance just makes it worse.

This was poorly done all around and they should be embarassed.:eek:

PutnamDS

08-10-2008, 06:02 AM

Dean

08-10-2008, 06:35 AM

What bothers me most is the inconsistent way this was handled. Why on earth wouldn't they have a comprehensive and fair plan in place before they made a single phone call. The plan should have been one that, after the first shock, the customer felt good about and believed they were treated fairly. People are very forgiving if they feel like they are treated fairly.

I just can't imagine calling people and offering something they surely knew was going to upset people. I agree with the poster who said it is even more frustrating to see that those who screamed loudest were able to get more. That's just wrong. Management must be consistent in what they offer. It isn't too late for management to get together and decide on a consistent and fair offer.

The right action, even now, could turn this whole situation around. Let's hope management decides to do what is right about this situation - before it is too late.

Deb :scared:I'm not sure they've been that inconsistent, I think they've consistently poor in this instance. Disney and the CM that represent them have always been inconsistent, IMO, actually less so than usual in this case. I'm actually surprised DVC has stuck to their guns in this case, saying no to extra benefits. If they'd only have such a backbone when people are outside the rules, we'd all be better off. It's a shame they took a stand and are being consistent the one time they really needed to be more flexible. Having a plan with free DDP or a temp concierge lounge or at least a stay and return of all points would have been better. I suspect almost everyone would still be upset but at least they'd have been appropriate given the circumstances. I am not aware of (or at least recall) a single instance where DVC members were displaced where they didn't have to fight for APPROPRIATE replacement other than when BWV SV were moved to preferred and I don't think they can take credit for that. The only other times that come to mind are when BCV overbooked. Fortunately it's not happened often.

I'm wondering if the affected resort itself is responsible for the incurred costs and that AK management is where much of the fault lies. Still, DVC should have stepped up given the circumstances.

Laxmom

08-10-2008, 08:37 AM

Dean's right. This is consistently DVC. Remember how the whole mug fiasco was handled. We were told there were never mugs in any studio. MS and management are out of sinc.

I am concerned for those folks who were told that their reservation is ok. There are a number of people who were told the same thing only to be told differently when they called again. I suspect they may be more people affected that just don't know it yet.

DVC does still have an opportunity to turn this around though I doubt they will take it. I don't believe they see any problem - they are that out of touch. They seem to feel that what they are offering is a reasonable replacement.

It does trouble me that the ones who complained the loudest, got what they wanted. Maybe we have just discovered the key to the reputation that DVC owners have gotten with CM's. When something happens, we have no choice but to complain to get what is fair and just! Hmmm.

Tiger926

08-10-2008, 09:28 AM

I'm not sure they've been that inconsistent, I think they've consistently poor in this instance. Disney and the CM that represent them have always been inconsistent, IMO, actually less so than usual in this case. I'm actually surprised DVC has stuck to their guns in this case, saying no to extra benefits. If they'd only have such a backbone when people are outside the rules, we'd all be better off. It's a shame they took a stand and are being consistent the one time they really needed to be more flexible. Having a plan with free DDP or a temp concierge lounge or at least a stay and return of all points would have been better. I suspect almost everyone would still be upset but at least they'd have been appropriate given the circumstances. I am not aware of (or at least recall) a single instance where DVC members were displaced where they didn't have to fight for APPROPRIATE replacement other than when BWV SV were moved to preferred and I don't think they can take credit for that. The only other times that come to mind are when BCV overbooked. Fortunately it's not happened often.

I'm wondering if the affected resort itself is responsible for the incurred costs and that AK management is where much of the fault lies. Still, DVC should have stepped up given the circumstances.

This is what I think. We've had several issues with AKL over the years, and see the same inconsistencies and problems when we stay there (we had a thread about this a few weeks ago). There seems to be some serious management issue at AKL, and this fiasco just proves that. It does not bode well for AKL at all as now you have affected a group of people who have spent thousands upon thousands of dollars to stay at your resort and will spend thousands more while in attendance. If this group isn't respected, than the ramifications could be swift and serious. Of course we aren't privy to what has happened or is happening behind the scenes, but the fact that it happened period, is enough of a concern for me. It looks bad all around!

I am concerned as there is a certain degree of 'ineptitude' as Jim so eloquently put it that worries me. I paid thousands of dollars and committed to 50 years of vacations for a certain degree of service, professionalism and quality - if I wanted The Three Stooges or Abbott & Costello, I would have stayed somewhere else!

Tiger :(

janni518

08-10-2008, 09:31 AM

CraftyMouse

08-10-2008, 10:10 AM

Actually I'm not worried. I feel very bad for those involved but I'm still enough of a Pollyanna to believe that Disney will learn from this and do better in the future.

This hasn't happened before right?

Right. And I completely agree with you. This is an isolated incident. It stinks for those members involved, and I do hope that DVC does right by all of you, but I see no reason to assume that this will become a widespread problem.

Dean

08-10-2008, 10:13 AM

Actually I'm not worried. I feel very bad for those involved but I'm still enough of a Pollyanna to believe that Disney will learn from this and do better in the future.

This hasn't happened before right?Not like this that I am aware of but similar things have come up. BCV was overbooked a few years ago and there were 2 people (that we knew of) who arrived and did not have a room. One was told since they didn't own at BCV (owned at OKW) that they'd be sent back to their home resort. If I recall, one got a GV at OKW instead of a 2 BR and the other a BWI room with concierge access for their party. I seem to recall a cancellation issue for OKW GV 2 or 3 years ago where some were displaced to 2 BR plus studios at OKW and SSR. And when they were doing maint at BWV, essentially all of the SV reservations were given other views on arrival for the same points.

Not to belittle the concerns of the group or the issues to those affected, in the big scheme of things this is a small item other than as it pertains to being a marker of DVC's management abilities and the direction of the club in general. Things happen, DVC could do more and should, but life will go on. I've personally had 2 instances with II where a reservation disappeared after vacations were arranged with NO replacement for the same week. I've seen similar issues with both II and RCI over the years. There's one resort group that is infamous for confirming you on exchange to the better resort then putting you in the lessor resort on arrival, don't worry, they are not with II.

Ciciwoowoo

08-10-2008, 02:03 PM

A lot of times I read people's complaints on these boards and think to myself, how petty. This time, I think the concern IS warranted. The concierge level of the AKV is unique and is booked 11 months out.

October is such a hard month to take room out of commission for the DVC. We are going to the BWV during October, and booked just shy of 7 months. We were waitlisted for a while before that reservation came though; a regular, run of the mill 1 bedroom pool view.

There are no comparable rooms for these poor people to go. I suppose the only camparison would be to send them to the concierge level of a normal hotel room. Even then, the 5 person room may be difficult to find.

It is insulting to offer these people the same room at a different resort. An upgrade would be called for. Free dining would also help make up for this loss. The point is, this should have been established long before the decision was made to move these people.

I hope everyone reads what is happening and thinks twice about purchasing more points. It looks as if DVC people are second class citizens.

Goofy's apprentice

08-10-2008, 02:29 PM

First off - I agree that the situation has been handled very badly, the displaced members should certainly be given comparable accomodations and SSR studios alone just don't qualify (and I love SSR)

Does this concern me about GVC in general? Not really, I don't think it is inidicative of DVC operations as a whole. Rather it is probably a combination of the following:

- Concierge is new to DVC, they didn't properly consider the implications of displacing these particular rooms
- managing a room category that contains such a small inventory of rooms that don't exist in other DVC resorts is new to DVC
- DVC is new to AKL, although we weren't members when BWV, BCV, and VWL added on DVC, I understand there were some growing pains in management understanding the difference between DVC guests and CRO guests

I think this situation differs because of the unique situations described above. Therefore, I don't think I'll spend time losing sleep as to whether or not my other reservations are secure. However, what does trouble me is the reoccuring situation where it seems that DVC management didn't quite think a situation through before implementation. I don't think they were trying to insult members or treat them as disposable. I just think they didn't think it through properly and that doesn't bode well for the future.
Will I consider selling? NO.
Will I fret about my reservations? NO.
Will I voice my opinion each time they appear to 'not be thinking things through'? YES.

Vent on these boards, it's healthy and keeps us all informed, but make sure that you call and voice your concerns as well as provide whatever suggestions you have.

Terrif

08-10-2008, 06:48 PM

I was on the phone with AKV concierge to book a safari for our December trip and He made a comment like "bear with me, it is hard to find good help in Southern Florida". I found it odd but maybe they are understaffed and that is why they have a lot of problems there. I just hope it works itself out soon!

2Princes2Princesses

08-10-2008, 08:47 PM

I am very concerned at this moment.

I was told Saturday that there was "absolutely nothing available bigger than a 2BR for my party of 9." She also said I could bring an air mattress for my son if I had one.

I went on the Disney website for the heck of it a little bit ago and lo and behold....there is a grand villa at OKW available there. I realize this is a cash inventory room, but does that mean MS has NO access to that? That they HAVE to make me cram 9 in a 2BR rather than give me that room?

If not, then in addition to the apathy and incompetence, I was also outright lied to. There was a room big enough, just not one they were willing to give me.

I WILL be calling back tomorrow and letting them know that there IS a bigger room on property. They did refund me the difference in points between AKV concierge and SSR. I would be willing to pay the points I would have paid for the concierge villa for the 3BR. They also did give us a small room credit for snacks. That and the room would be great.

Had they called and offered me the room big enough for my group and the small credit for snacks since I lost concierge, I think I would have been disappointed, yet grateful for their attempts, and I would be defending them on these threads.

Right now, I just want to bang my head against the wall.

manning

08-10-2008, 11:29 PM

OurDogCisco

08-11-2008, 03:20 AM

Maybe... I'm missing the obvious here but I didn't think the hotel and DVC are one of the same. I understand everyone's frustration and the fact that DVC is handling the notification poorly. However, I can't see how DVC can get a conceirge or a cash room somewhere without coming out of pocket.

So, let's say DVC does give everyone who had a conceirge room booked a new room at a regular Disney hotel with conceirge service. Who is gonna foot the bill? My wild guess would be the members of DVC.

Or maybe I'm just in the dark about this and I don't realize that DVC does have a closer relationship with the hotel side than I thought. Maybe somebody can set me straight???

I'm bummed more about how DVC is handling the notification. This definitely should have been handled better but on the other hand I don't know the situation from DVC's side. Maybe this was something totally unavoidable and out of their control.

2Princes2Princesses

08-11-2008, 08:24 AM

gobofraggle

08-11-2008, 09:17 AM

The AKV tapestry thing has been badly handled too... I mean, it's a totally different type of issue, but it was a perk offered with points purchase and has vanished into thin air...'founder' souvenir promised this spring and... spring was a while ago... Nobody at DVC wants to answer questions about it... Like I said, totally different type of issue, but kind-of-similar failure to acknowledge and resolve a problem...

itsreally4mommy

08-11-2008, 11:39 AM

For months I've seen a pattern of apathy when it comes to CS for DVC. It indeed feels like they aren't prioritizing DVC owners and take them for granted. As a potential owner, it is really influencing my decision and am really on the fence. Even though we're told they do check the boards, I'm considering writing them and sharing how these experiences are influencing potential members' decision to buy or not to buy.

janni518

08-11-2008, 11:46 AM

Update on me:

Well, the GV was just as I suspected and Dean said...out of DVC's inventory.

But I do have good news. We are now in a 2BR and a studio at SSR. We received a $225 room credit for snacks because we lost the lounge and will have daily housekeeping. I am NOT being charged the points for the studio, just the 2BR. I am satisfied with that.

Tara was the person I spoke to and she did what I expected them to do at the beginning.

I am, of course, disappointed about the concierge level and the fact we have to split up a little. But I now at least feel like DVC has done something to accommodate our party and to make up a little bit for moving us. :)

Well, that's a bit of good news at least. Sorry it happened but I'm glad they ae finally getting on the ball.

Hopefully, they will get some guidelines in place in case this kind of thing happens again. Y'all shouldn't have to beg for what is right and fair and I get the sense that if anyone felt that Disney was truly trying to do the right thing, emotions while high may not have ben verging on hysteria.

Dodie

08-11-2008, 11:58 AM

I'm not directly affected, but it concerns me as a new member very much. Imagine the folks who aren't DIS-ers who have been impacted by this and haven't been following the thread to see exactly what's happening. It's obvious that "we" know more about the situation (and the poor way it's been handled) than MS does at this point.

gobofraggle

08-11-2008, 12:01 PM

We've had the impression for years already that DVC are excellent when things are running as normal and hopeless when something out of the ordinary happens.
They have their routines and procedures but it's like nobody has decision-making power when something unexpected happens.

We had a change of surname in our family years ago and that was a catalogue of confusion and lost (by DVC) documents resulting in a $50 meal voucher worth a lot less than the documents. It took so long to get that far, we didn't complain any further.

Now, we were promised that something would be refunded. Six weeks have passed and no word. It's the kind of thing where somebody has to 'own' the decision. It seems that maybe the power structure doesn't allow decisions to be made quickly. People are afraid of owning problems and solving them. We all know of organisations like that: where a problem is not an opportunity to shine but something people don't want to be tarnished by, so they pass it on or ignore it.

I hope that as DVC grows - and it's growing so quickly - there will be reorganisation to address these things. It's evolving rapidly and power needs to be devolved down to the people interacting with the members.

We need to start some kind of Member Awards: Best Guide; Most Helpful CS; DVC Problem Solver - nominations and certificates.

Simba's Mom

08-11-2008, 12:05 PM

Update on me:

Well, the GV was just as I suspected and Dean said...out of DVC's inventory.

But I do have good news. We are now in a 2BR and a studio at SSR. We received a $225 room credit for snacks because we lost the lounge and will have daily housekeeping. I am NOT being charged the points for the studio, just the 2BR. I am satisfied with that.

Tara was the person I spoke to and she did what I expected them to do at the beginning.

I am, of course, disappointed about the concierge level and the fact we have to split up a little. But I now at least feel like DVC has done something to accommodate our party and to make up a little bit for moving us. :)

I'm so relieved for you, but this is the type of offering they should have had for you in the first place-you shouldn't have had to go through all of this for it! If they could do it now, why couldn't they do it then?

cseca

08-11-2008, 12:20 PM

Another thing I want to say is that I will stop "promoting" DVC for now until I hear a better OVERALL resolution for this issue.
I feel like (I'm sure all of you on disboards too) I am one of the "free" dvc agent in my area... :). I will talk to whomever interested about disney/DVC. But not anymore. I would not promote any of this nonsense until they clean it up and clean it up well.
It probably won't matter to DVC since I am 1 out of the hundreds of thousands member now. But my opinion of them has severely dropped and I've decided to not add on for awhile... (we are strongly thinking about adding on at AKV and GCV).
It's a sad decision for me but I feel like as the displaced members you (and by extension ... me) were treated very poorly. I wouldn't want to drop more $ to a division of Disney that disrespects their guest/owner. That's not the disney I'd support.
:(

dianeschlicht

08-11-2008, 12:35 PM

I'm concerned at what I see as DVC's version of "customer service" and how they're making it right...NOT!

I agree! That is the worst part of all this....a lack of customer satisfaction and lack of caring that the customers aren't satisfied.

2Princes2Princesses

08-11-2008, 04:20 PM

When I called my friend to tell him that we were not going to be jammed in like sardines, he asked if I was happy.

Satisfied? Yes. Happy? No. I had to call to even find out this was happening and then call back repeatedly to be given a room that fit our needs, like I was expecting the moon.

I would have been happy if this had been offered on that first call. I would have been happy if DVC had called me about the move. But they didn't. So I am far from happy with them.

This IS going to impact my answer when people who are interested in buying ask me about DVC. It is also going to impact my adding on in the future. When I am ready to make the decision, I know this is going to be in the back of my mind. While it is not a common occurrence, the handling of it was just dismal. Even though our issues were resolved, it seems the situation is still inconsistent and confused over at MS. Some people are now being told that oops, you are not moving, others are being given concierge access at BW, others are simply getting rooms whereever, and others have not been told one way or another if they are being moved. Whether the lounge itself will be closed is up in the air, noone seems to know that either.

Just a mess. A poster said this was sprung on DVC, but really, they should have some kind of protocol for these types of things. Especially in a place that experiences hurricanes and there is a yearly possibility of rooms being out of commission unexpectedly and suddenly. :confused3