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View Full Version : I got a call back from Member satisfaction


dianeschlicht
07-07-2009, 08:47 AM
This is the letter I sent:
"To whom it may concern:
We have been very happy members of DVC for 12 years. We have always said that one of the best things we ever did was to invest in our vacations by joining Disney Vacation Club. Recently, however, we have started to question if our "investment" has kept up with what it was when we purchased back in 1997.

To begin with, I was extremely displeased with the lack of timeliness of the newest "vacation planner". Needless to say, when it arrives half way through the year, all of our 2009 vacations have already been planned and several of them already taken. Then on first look, it appeared that the new 2010 points schedule that I was looking forward to having in my hands wasn't included. Further inspection lead me to finding them tucked into the back of the book. I realize that all these things are available online, but it's nice to have something I can carry along with me to plan when I'm not at my desk. I have had to print out the point charts from the internet site, and then have to shuffle numerous papers to make sure I have everything with me for planning.

Timeliness aside, I am also wondering why there wasn't a continuation of the three ring binders we had years ago. That certainly had to be a far less costly method of updating the point charts and other information than printing and mailing out pretty picture books each year. My three ring binder had all the pertinent information I needed to manage my membership, and even answered many questions that can come up when planning. Now, I do realize there have been significant changes to that information over the past 12 years, but in the past those changes were also sent as individual pages and were easily popped into the binder. I have to believe that method had far less impact on my DVC membership dues than what is currently being done and sent out far too late to be of any use.

I realize as I type this that the answer is probably going to be to use the Members web site to access any and all information, but I have to say, that as a web site, it is not only archaic, but not particularly user friendly when it comes to finding the information you need. I use plenty of websites everyday, and DVC Member and Disney web pages are very difficult when it comes to locating something specific. There again, my old binder was a lot faster and easier, and that should not be the case.

We do have other concerns about things we see happening at our "homes away from home". The last several trips we have noticed the quality of service has gone down SIGNIFICANTLY. The cleanliness of units right down to the knowledge and helpfulness of the front desk staffs and Member services staff. Getting incorrect information from either is becoming much more likely than not.

OKW has always been our favorite place, but lately we have seen deterioration of the units and just little details that we once loved so much about WDW in general and OKW in specific. The last time we had friends with us, our unit was deteriorated and even hardware of door knobs etc, were mismatched. It just looks tacky when you start to see so much of that. Add to that the amenities that used to be there and are no longer there like the pot holders, placemats, napkins, peach colored towels, etc, etc, etc. I do appreciate the improved towels and sheets added last year, but we still have the concrete beds at OKW.

I also think there needs to be a standard for cleaning the units between guests that is double checked or at least checked by someone other than the person doing the cleaning. Everyone has individual standards, but somewhere along the line, there should be minimum standards for each unit and someone checking to make sure they are done. The last 3 visits to OKW and last visit to AKV/Jambo were very disappointing in the cleanliness department. I never felt that way the first 10 years of membership, so something must have changed, and not for the better. I hate finding the last guest's used soap in the shower and I suspect the shower doors are only cleaned when the units are refurbished. The same goes for the stoves, refrigerators and ovens in our last several OKW units. I've even found plates in the cupboard with "stuff" still stuck to them (looked like eggs), and the dishwasher in a stopped position, indicating that it was not allowed to run its full cycle.

All of these things bring me to my original idea that things are sliding. It used to be we felt DVC standards far exceeded the other timeshare units around, but that is NOT true anymore. I'm sad to say that, because we do have some of the highest maintenance fees in the timeshare industry.

There are still plenty of things we love about DVC, and I wouldn't trade it for the world, but I just wanted to express my concerns. I'd hate to have things deteriorate even more in the NEXT 12 years."

I got a call back from Shiela (SP?) yesterday. She listened carefully to everything I had to say and even answered some questions about the housecleaning practices between OKW and SSR. Since those two resorts share housekeeping services and the main service is located at SSR, I wondered if that might be the reason for the downturn in service at OKW. She did tell me that certain buildings do get more complaints than others, and that tells me that they do indeed track those things we complain about. That means that we SHOULD be letting them know each time something is sub-standard.

She was unaware of the three ring binders, so I filled her in on those, and she agreed that it did sound more efficient and less costly than what is done now. I seem to remember these pretty picture books started about the time Jim Lewis came on board, so lots of employees aren't going to remember the old binders. It seems to me that the pretty picture books are more for sales than for those of us who are already sold!

She did tell me that the concern about "happy castmembers" is something she hears a lot. I told her we were always very pleased with the friendly staff at OKW, but that we had a few issues with the Jambo house check in staff. We talked about how that might be due to being the "new kids in town" there, and how it will settle down over time just like it did at BCV and VWL. She is expecting the same to be true of BLT. She did say something that concerned me a bit. She said the complaints about the "unhappy staff" at Kidani were concerning. I haven't stayed there yet, so I have no knowledge to base anything on there. Evidently they have gotten complaints though.

All in all it was a very good conversation, and I do know that the concerns are passed on up the ladder. This is not the first time I have contacted member services, and I did compliment her on my satisfaction from the results of my first contact with Member Satisfaction back last year when we were worried about getting Club level reservations if others could "walk" the reservation before hand. Evidently few people are doing that, so the system is allowed to work as it was intended.

Anyway, I encourage anyone who has something that is really bugging them about DVC to go this route of the member satisfaction team rather than just complaining on this forum. A complaint here is an empty one, but one there might actually do some good.
:thumbsup2 DVC member satisfaction team!

eliza61
07-07-2009, 08:54 AM
Good for you Diane,
I too thought recieving the 2009 planner in June was a little bizarre.
I too have been a little dismayed about the down ward spiral in qualityI've been experiencing. I do make it a point to email member services with my concerns.

DisneyHumbug
07-07-2009, 08:56 AM
It's nice to know they listen...now we'll see if they act on it.

BigEeyore
07-07-2009, 08:59 AM
Thanks Diane! It is reassuring to know that they are taking your concerns seriously, and sounds like they will address them.

Ms. WDW
07-07-2009, 09:00 AM
Thanks so much for posting this. I too am a firm believer that if you don't say something then nothing is going to be done.

We've been very fortunate in all our stays to never have had a problem unit. There was one time at SSR where we did have some problems but they were corrected immediately.

I'm surprised at the the "unhappy staff" comment at Kidani. My nephew's girlfriend works there and she absolutely loves the place and all of her co-workers. She told me how everyone put so much effort and time in to make it for the opening. But like every place else in this world, you bound to have some un-happy workers. I do hope however, it doesn't overflow onto the guests.

Again thanks Diane for keeping us informed.

dianeschlicht
07-07-2009, 09:00 AM
Good for you Diane,
I too thought recieving the 2009 planner in June was a little bizarre.
I too have been a little dismayed about the down ward spiral in qualityI've been experiencing. I do make it a point to email member services with my concerns.

Emailing member services is NOT the same thing. You need to email the Member Satisfaction team. Member services has no concern about these things.

bobbiwoz
07-07-2009, 09:29 AM
Thanks for your report and expressing your concerns to the Member Satisfaction Team!:thumbsup2

Bobbi:goodvibes

hockeyprincess
07-07-2009, 09:50 AM
Great letter, Diane. Very well versed and truthful. We'll be at OKW in 2 weeks, let you know (all of you!) about the state of the room when we arrive. Looking forward to our trip, and hoping and praying for a nice non-concrete bed, and clean pull-out, clean dishes, etc etc.

dianeschlicht
07-07-2009, 11:43 AM
I need to clarify the same thing I did with Shiela when she called. I do NOT think every OKW or AKV unit is in great disrepair. I DO think the condition of housekeeping has declined in the past 2 years. Not big things, but little niggling things that add up. I only wrote the letter in hopes that showing my concern would alert someone to the small rolling pebble before it becomes an avalanch!

Snow Shoe
07-07-2009, 11:53 AM
Great letter expressing your concerns. We've been members at BWV since '98. I still have our 3 ring binder given to us along with the bag it came in, and like you wondered why they stopped using it. I have a question now...what is the email address of the Member Satisfaction team. Thanks.

dis-happy
07-07-2009, 01:00 PM
Great letter. Thanks for writing it on behalf of all of us.

thepops
07-07-2009, 01:14 PM
I have a question now...what is the email address of the Member Satisfaction team. Thanks.

Is that something that might be good to put in a sticky thread on the top of the DVC forums?

rlduvall
07-07-2009, 02:21 PM
I recently forwarded an e-mail regarding my discontent with a recent AKV - Kidani stay. Sheila was also the one who finally contacted me. That woman could run for President - she was so pleasant and appeared to really care about my concern. :love: She, individually, renewed my faith in the quality of DVC. Let's hope Disney doesn't mess it up again. :laughing:

bookwormde
07-07-2009, 02:29 PM
I have to agree with you about the vacation planner, it looks much more like a “sales” brochure that something that is truly focused on supplying member’s complete and accurate information. I guess it works for DVC sales since the members pay for it to be published.

Additionally it is environmentally inappropriate in my opinion, especially when a 3 ring binder with updates existed in the past (before my time), which was much more environmentally friendly

bookwormde

Muushka
07-07-2009, 02:58 PM
I also think there needs to be a standard for cleaning the units between guests that is double checked or at least checked by someone other than the person doing the cleaning.

This is exactly what I said to the satisfaction person that called me after I emailed my complaint about our last VWL stay. We walked in the door to find a dirty dish towel in the foyer on the shelf in front of the mirror, dishwasher not unloaded and some other issues that another person coming behind the one who did it would have easily spotted. These problems should not be found by guests.

Hopefully if enough of us complain, something will get done. Good job Diane!:thumbsup2

debaudrn
07-07-2009, 03:42 PM
My husband is a pack rat. We still have the three ring binder sitting in a file cabinet!

kid-at-heart
07-07-2009, 06:14 PM
Way to go! Thank you for being pro-active!

Goofy's apprentice
07-07-2009, 06:14 PM
Great letter Diane. You express yourself very well. I think it's important that when we send in our concerns it is in a constructive but firm manner. I also think that letting them know specific concerns while you are on-property is very important. They have always managed to address our concerns immediately, but the bigger issue is that the concerns are now regular versus just the occasional concern in the past.

Thanks again Diane.

colonialtinker
07-07-2009, 07:09 PM
Diane
Did she tell you anything about the beds. On our last stay at OKW I noticed how hard the bed was.

TheNewman6
07-07-2009, 07:32 PM
I think it is important for them to hear the good and the bad about our investment.

wulfekamp
07-07-2009, 07:39 PM
We stayed at AKL last year and was a little disappointed. Not 1 welcome home. The staff seemed in a bad mood. At BCV this year 3 welcome homes in 30 minutes. The front dersk staff at BCV was great and really picked my spirits up. A very rough trip down. It wasn't long till they had me smiling again. I just let the AKL thing go because it was new.

ToddyLu
07-07-2009, 08:18 PM
:) I wrote a 2 page letter exhaulting my Guide recently for going above and beyond after I made some stupid errors on our upcoming reservation. Sheila called me back and left a message on my cell phone thanking me for the letter and telling me that the chain of command would be informed as well as the Guide and the letter placed in his file. She was very nice and hospitable during the message which was about a minute long....and not just a simple thank you. She is a great PR person for Mr. Lewis' office which is where I sent one of 2 letters. It only took about a week and a half between mailing and her calling me. So someone is paying attention somewhere, sometimes.

Yes, for a 2 page letter I made some really stupid boo boo's and he rescued me....did his job very well.

DMKEDM
07-07-2009, 08:36 PM
Sheila (whether or not it was the same person) from Member Satisfaction call me, too, this past March...only it was NOT the pleasant conversation you-all are reporting.

BCV/MS had canceled the last night of our vacation (the five-night reservation was a series of linked one and two night reservations, all of which had shown up correctly on our room keys when we checked in) and totally messed up our points...I'd dealt solely w/MS on it (finally got it sorted out, but it made for a pretty bad last day of our vacation)...she called to say she'd seen we had a problem (I didn't call/write Member Satisfaction, as I recall...she initiated the call), and she wanted to "help me use DVC" as she said it was entirely my fault for the mess-up (because I'd made a number of changes in the reservation...we started at OKW, moved to OKW nr HH, then to BCV, pretty much a day or two at a time)...

I was pretty miffed that she blamed the mess-up on me...she was quite condescending and kept telling me that I needed to learn/understand the system...by the time I'd explained what I'd done and when, it turned out she agreed I'd done it correctly. No apologies, though. Just an "oh, now I understand what you did. I didn't before. Please call me if you need help making reservations in the future."

It left a very sour taste in my mouth.

Then, the following month, my Visa bill arrived with a "mystery" $600 (or so) charge on it...I called accounting, and they not only found the error (Disney's), they found an additional error (also Disney's) that I hadn't found and credited my account right away...that helped remove the bad effect from my conversation w/Sheila.

So, I'm glad she's nice to some of you (if it's the same Sheila). As for me, I hope I never talk to her again!

DisneyFreaks
07-07-2009, 09:11 PM
Great letter Diane. Thank you for sharing it with us. We definitely will inform them if and when we have concerns.

Sammie
07-08-2009, 12:12 AM
With Disney wanting to be "green" now, you would think they would realize what a waste the planners are when the spiral would save so much paper and money.

msp2mco
07-08-2009, 12:41 AM
I wrote an email to Member Services expressing disappointment that an outdated, full-color brochure was printed and mailed to us. I realize I should have contacted Member Satisfaction instead. However, here is the response I received:

The 2009 Vacation Planner was delayed by several changes that were
announced at the end of 2008 including the new waitlist guidelines and
the switch from Interval International to RCI. We wanted to make sure we
did get this to our Members in a printed version since you can always
access the information that way in case of technical challenges. We also
have many Members without Internet access who needed this in a printed
form as well.

Sincerely,

Todd

Member Services | Online Communications
Disney Vacation Club

Entropy
07-08-2009, 01:48 AM
I have to agree with you about the vacation planner, it looks much more like a “sales” brochure that something that is truly focused on supplying member’s complete and accurate information. I guess it works for DVC sales since the members pay for it to be published.

Additionally it is environmentally inappropriate in my opinion, especially when a 3 ring binder with updates existed in the past (before my time), which was much more environmentally friendly

bookwormde

Does anyone else suspect that if they were to change the planner to a less expensive three-ring binder then there will be an avalance of complaints here about how "everything is going downhill" and "the quality is less but our dues keep going up"?
Paul Pressler once said of Disneyland that you can't even move a bench in the park without someone writing a letter complaining about it. These forums are the same.

DVC Mary
07-08-2009, 02:16 AM
Another vote for going back to the 3 ring binder. It worked well for us. I still have mine & the bag it came in. I'm tired of receiving the same expensive books that are really sales materials. Just give me what I need for my binder in a timely manner & if something changes--send me a note:

Please replace p.56-61 w/ the following pages.

To avoid any confusion they can simply print a publishing date on the bottom or top.

Let's go green!

The DVC website stinks! I can get my info from the DISboards faster any day!

disneynutz
07-08-2009, 02:20 AM
Jim Lewis is a marketing guy so he loves fancy books and mailings.

There is only one Shelia on the Member Satisfaction Team. I also have had mixed contacts with Shelia.

The feeling that I get from the resort Cast Members is that they don't have to impress members to get us to come back. We will always come back to use our points.

The DVC Member Satisfaction email address is: dvcmembersatisfactionteam@disneyvacationclub.com

nunzia
07-08-2009, 08:40 AM
Jim Lewis is a marketing guy so he loves fancy books and mailings.

There is only one Shelia on the Member Satisfaction Team. I also have had mixed contacts with Shelia.

The feeling that I get from the resort Cast Members is that they don't have to impress members to get us to come back. We will always come back to use our points.

The DVC Member Satisfaction email address is: dvcmembersatisfactionteam@disneyvacationclub.com


I wonder if "Shelia" is just the name CMs use who work on that team..maybe there are multiple Shelias..

Alexander
07-08-2009, 08:45 AM
I wonder if "Shelia" is just the name CMs use who work on that team..maybe there are multiple Shelias..

Likely true if they are based in Australia!:lmao:

We have only been members for 5 years and the 3-ring binders pre-date us. However, I am the self-proclaimed queen of 3-ring binders--you have got to see my classroom! Everything is in binders! I would LOVE to have a binder for all of my DVC paperwork! It would all be in one place, easy to find, and organized.

Simba's Mom
07-08-2009, 10:55 AM
Does anyone else suspect that if they were to change the planner to a less expensive three-ring binder then there will be an avalance of complaints here about how "everything is going downhill" and "the quality is less but our dues keep going up"?
Paul Pressler once said of Disneyland that you can't even move a bench in the park without someone writing a letter complaining about it. These forums are the same.

That's so true! However, I hope DVC understands that Diane's not a complainer-when she writes a letter (and a very well-written one, great job!), they'd better notice. I'm very pleased about the way this was handled.

disneynutz
07-08-2009, 12:28 PM
I wonder if "Shelia" is just the name CMs use who work on that team..maybe there are multiple Shelias..

No, Shelia is Shelia. I have talked to all of them enough that I recognize their voices.

sgtpet
07-08-2009, 09:37 PM
Sheila (whether or not it was the same person) from Member Satisfaction call me, too, this past March...only it was NOT the pleasant conversation you-all are reporting.

BCV/MS had canceled the last night of our vacation (the five-night reservation was a series of linked one and two night reservations, all of which had shown up correctly on our room keys when we checked in) and totally messed up our points...I'd dealt solely w/MS on it (finally got it sorted out, but it made for a pretty bad last day of our vacation)...she called to say she'd seen we had a problem (I didn't call/write Member Satisfaction, as I recall...she initiated the call), and she wanted to "help me use DVC" as she said it was entirely my fault for the mess-up (because I'd made a number of changes in the reservation...we started at OKW, moved to OKW nr HH, then to BCV, pretty much a day or two at a time)...

I was pretty miffed that she blamed the mess-up on me...she was quite condescending and kept telling me that I needed to learn/understand the system...by the time I'd explained what I'd done and when, it turned out she agreed I'd done it correctly. No apologies, though. Just an "oh, now I understand what you did. I didn't before. Please call me if you need help making reservations in the future."

It left a very sour taste in my mouth.

Then, the following month, my Visa bill arrived with a "mystery" $600 (or so) charge on it...I called accounting, and they not only found the error (Disney's), they found an additional error (also Disney's) that I hadn't found and credited my account right away...that helped remove the bad effect from my conversation w/Sheila.

So, I'm glad she's nice to some of you (if it's the same Sheila). As for me, I hope I never talk to her again!

Wow this is beyond unacceptable. I have been a DVC member for 8 years and this one takes the cake. I am sorry you had to deal with this.

Robo-Daddy 3000
07-09-2009, 08:47 AM
Does anyone else suspect that if they were to change the planner to a less expensive three-ring binder then there will be an avalance of complaints here about how "everything is going downhill" and "the quality is less but our dues keep going up"?
Paul Pressler once said of Disneyland that you can't even move a bench in the park without someone writing a letter complaining about it. These forums are the same.

Very true! If I got a 3 ring binder in the mail, I might think that DVC is getting cheap on us and trying to save money but the dues always go up each year.

On a related note to the subject of this thread. I wrote to DVC member satisfaction a couple of weeks ago with an issue that I had with points that I had banked into 2010 and the change in the 2010 points charts and how the points change had screwed me up with my banked points. I got a call a few days later from a woman who very nicely reversed the banked points back into my 2009 use year. It was a small amount of points but it made a difference and I was impressed with how DVC responded to my personal situation.

dianeschlicht
07-09-2009, 09:04 AM
With Disney wanting to be "green" now, you would think they would realize what a waste the planners are when the spiral would save so much paper and money.

That was actually what spurred me on to write the letter in the first place. That and the fact that they were too late to be of any help. When I told Sheila about how well the 3 ring binders worked, she had no knowledge of their existance. I guess at the annual meeting in December we should bring ours along so Jim Lewis can see what a good idea they were over what we have now!;)

dianeschlicht
07-09-2009, 09:14 AM
Diane
Did she tell you anything about the beds. On our last stay at OKW I noticed how hard the bed was.

No, she didn't, and I didn't bring it up in our conversation. It kind of fell by the wayside with the direction the conversation took. I do know that the beds we have had the last few times have been new, but they are still very hard.

colonialtinker
07-09-2009, 09:31 AM
No, she didn't, and I didn't bring it up in our conversation. It kind of fell by the wayside with the direction the conversation took. I do know that the beds we have had the last few times have been new, but they are still very hard.

Thanks for the reply Diane. I was hoping they would replace the beds with pillow tops.