I had trouble with Member Services today-what do you think?

[noname70]

Last year I transferred points to another member. I called MS today to book a trip and was told I had zero points (should have had my full allotment-new use year). After hours of transfers, calling back, and checking DVC's website here's what happened.

For some reason they retransferred my points a second time 9 months later to that original member. I told them I didn't make that 2nd transfer but was told "well somebody did-either a family member or that other member".

I had to call the other DVC member and had the uncomfortable conversation of asking if they took my points a second time. They of course didn't.

Finally, a second manager at MS figured it out, said that for some reason, even though last years transfer showed on mydvc.com, it didn't go thru and the points were retransferred a second time ( double pts from my acct). They gave me my points back.

OK... I said thank you BUT after a full day of this, being told by MS that it's my fault, and me having to call another member and basically acuse them of stealing.....can you compensate me? A hat, fastpasses, somethin'?

MS response:
"It was the computer's fault, we fixed it. There is nothing more we can or have do for you". I asked for another manager and got the same result.

DVC is in the sales and customer service biz isn't it? Am I asking too much here for some satisfaction? Am I a being an unreasonable customer? I mean, I would have never even known about the lost points had I not called today. Should I just let this go?:confused3

**Added - A lot of members have asked me if DVC even apologized. No, in fact the manager refused to take any responsibility. She stated "we did not mess anything up, it was a computer's fault."

[Anna114]

I Would be getting a letter out to someone. I'm sure someone has that information. Your time is money too, just like their's. If the mistake had been straightened out with one call, no harm no foul. However, hours of your day spent on their mistake...... I would reach and write someone. Good luck let me know how you do.

[disneyrunningnut]

Don't you have to make the transfer? It doesn't make any sense that they told you the other member took them out of YOUR account. I don't really have a problem with the rest of it, mistakes do happen and they fixed it. But for them to give you false info like that is way out of line.

[Sandisw]

I would send what happened to Member satisfaction about the experience, if for no other reason than to let them know it happened so whatever computer glitch caused this problem can be addressed.

While I am sorry that it happened to you and took so much of your time, I don't necessarily think that you should be compensated as it was not something that they did on purpose.

Now, after you write to member satisfaction and tell them how much time it took and how frustrating it was, you will hear back from them and it is very possible that they will do something, like a hat, etc.

I guess this shows how important it is as members to check your DVC account on a regular basis.

[noname70]

Don't you have to make the transfer? It doesn't make any sense that they told you the other member took them out of YOUR account... .for them to give you false info like that is way out of line.

True and I thought a member can't make 2 transfers in a year. Not good on Member services part.

[CarolMN]

I don't think you should expect compensation. A mistake was made and corrected. However, I think you should have gotten an apology.

If this happened to me, I would write a letter to Member Satisfaction to express my disappointment that such a mistake could occur in the first place. I would not ask for compensation, but I would ask what they plan to do to make sure such a thing doesn't happen again to me or someone else.

I think it was poor training and customer service to attempt to fix an error without following up to be sure it was done correctly and I would be sure to tell them so. Sorry this happened to you and sorry they didn't believe you the first time.

[5forDiz]

I find it disturbing that you were told by MS that somebody either you or another person on your membership must have authorized second transfer of points or worse yet telling you it could have been the other member ( ??? :confused3 ) Did MS tell you to call that member or did you just decide to do that because at first you weren't getting anywhere with MS ? I really hope they didn't tell you to make that call after you told them you most certainly did not authorize second transfer.

I'm glad it was resolved although it took good deal of time :goodvibes

[Dean]

While I understand the concern, I do not feel compensation is in order for this situation.

[dmoore22]

I have found from past experience that one must be vigilant in monitoring their points via the DVC website. The computer system does have glitches. In spite of Steve Jobs being the #1 stockholder they still are using a Windows platform. Some of the workstations are still running DOS. I have been on the phone with MS and found that what is on their screen is not the same as what I'm seeing on the DVCmember.com site. I know it is frustrating for them the same as it is for me. I've never been in the situation where I was told I did something that I know I didn't do. Usually its a dialogue were we are exchanging information to troubleshoot the problem. Invariably a supervisor shows up after receiving a call from the network administrator that a glitch was found in the network.

[noname70]

MS never told me to call, they just asserted that the 2nd transfer had to be authorized by my family or the other member. When I looked at my page on DVC's site it showed the other members ID # below the transfer so I assume they would also have mine. I got a sick feeling in my stomach. It still seemed far fetched that they would be able to pull off a transfer but I was reminded of the old thread about "someone who trusted".

I called the other member mainly to eliminate the possibility and be able to call DVC back to say it was their mistake.

[disneynutz]

We have had similar issues with MS and to be honest, they act like they care when they really don't.

As I have posted before, transfers and/or multiple contracts are not processed correctly by the computer system or the Advisers.

:) Bill

[TLPL]

I would sue them for $1million for All the stress.

[anna08]

I think it is poor customer service that they try to assert that it was your fault first prior to investigating thoroughly. I hope your recorded phone call is one that they use as a learning tool. Definitely let them know in writing of your frustration.

[dalt01]

i dont understand the, what are you going to give me.....not you..i mean lots and lots of people are that way..i know people who create problems just so they can ask that...........i always refuse such things....like getting home from the fast food drive up and the order is wrong and i call and they are all like, how about a coupon and i am all like, how about you just train your people a little better i dont want your coupon, thats not why i called.

[drusba]

I would also send a letter explaining what happened and expressing your severe disappointment (outrage if you want) with the way MS handled this. What is disgusting about this and for which they should be chastised is not that they made a mistake but that they immediately assumed you were lying and they could not possibly have been mistaken when you initially told them you do not do another transfer. It is that attitude that needs correction.

[MommaSnowwhite]

I would expect a very sincere apology.

[noname70]

It was the principal.
I really don't like the idea that members should have to monitor their points balance to be sure they are not giving them away.
Additionally, I do expect more from Disney, that is why all of us are so loyal and spend our vacations there-the bar is set high for good reason. If I got the same terse, cold treatment from the cable company or the phone company I'd expect it-not from Disney. The fellow member who was acused of taking my points didn't appreciate it and I didn't either. So yeah, I'm a little frustrated.

For full disclosure I would have liked to get the fastpasses.;)

[bobbiwoz]

It doesn't happen often, but I have over 17 parts to my contract and sometimes points get used that I didn't mean to be used. I have always gotten satisfaction from MS in the end. Things work out and they did for you. Write a note, don't expect anything, but maybe something extra will be done.

Bobbi:goodvibes

[Crystal_27]

Unquestionably, this situation is a bummer and no doubt it added unnecessary drama and hassle to your life but it sounds like MS investigated all channels and, once they determined the error, remedied the situation as soon as they could. I just don't think that any sort of freebie or compensation is warranted here (and, honestly, at this point would a FastPass or a hat *really* make you feel better about anything)? Either way, at least things are good to go now and hopefully you won't get any more "surprises" when you book future trips. :rolleyes:

[christa112]

OP--Please do not take offense to this whatsoever. This is not directed at you at all.

I am so sick of everyone is society thinking they should be compensated for every little thing. I mean enough is enough. I have worked in retail for over 9 years and can't stand it when someone asks for compensation. There are times when I feel like looking at the person complaining and saying to them "Oh, I am sorry you must be perfect and have never made a mistake in your entire life!!!" We are human and humans make mistakes.

I also had an issue with CM's on my dining ressies while we were down there in Jan. The person who booked the original ressies book my entire trip fine until we got to our last 2 days and she booked them in 10/09, which happened to be the month I made the ressies. I spend almost an hour on my cell phone at a park trying to straighten this out. Was I annoyed, Yes. But I did not ask for anything because that CM made a mistake. Nothing I could do about it at that point. All I wanted was for the CM on the phone to get me into the restaurants I had ressies at times that were suitable for me, which is what happened.

[TisBit]

OP--Please do not take offense to this whatsoever. This is not directed at you at all.

I am so sick of everyone is society thinking they should be compensated for every little thing. I mean enough is enough. I have worked in retail for over 9 years and can't stand it when someone asks for compensation. There are times when I feel like looking at the person complaining and saying to them "Oh, I am sorry you must be perfect and have never made a mistake in your entire life!!!" We are human and humans make mistakes.

I also had an issue with CM's on my dining ressies while we were down there in Jan. The person who booked the original ressies book my entire trip fine until we got to our last 2 days and she booked them in 10/09, which happened to be the month I made the ressies. I spend almost an hour on my cell phone at a park trying to straighten this out. Was I annoyed, Yes. But I did not ask for anything because that CM made a mistake. Nothing I could do about it at that point. All I wanted was for the CM on the phone to get me into the restaurants I had ressies at times that were suitable for me, which is what happened.

I completely agree. I have had numerous problems and sometimes they have thrown some magic my way to say they are sorry, but it seems that everyone thinks that Disney owes them something, whenever something doesn't go their way. If you would expect/accept it from another company, why is Disney different? Just because you choose to pay their prices, doesn't mean you are buying a hassle free membership/vacation. Mistakes happen.

I don't blame the OP, I think it has become prevailant in society as a whole and especially here on the DIS. Too many people report what Disney did to make up for something and now people expect it and look for a reason to get something.

I personally would NEVER ask anyone to compensate me or give me something, just because something went wrong. And, I owned a business and someone was asking, I would be even more less inclined. Customer Service goes so far, but if you give away everything, you will be out of business very quickly.

[Anjelica]

Since you asked ~ No I don't think you should "expect" compensation other than a VERY sincere apology. If you did not receive that apology I would definetly write to MS so they are aware of the situation that occured as well as the lack of sincere apology.

Now if Disney goes above and beyond and compensates you with more than a sincere apology then that is great.

[tammymacb]

I'm sorry, but Disney screwed up bigtime and if all it would have taken to make the op happy were some fastpasses, they were dumb not to send them. Really. Dumb. And it wouldn't have cost them a cent ( more than postage for all those sticklers out there that would have chimed in that yessss, it would have cost something )

I should not have to worry about MS giving away my points. I shouldn't be told that my family gave my points away when I know they didn't and then have to prove the point. I should NEVER have to call another member and question them about stealing my points! Really, even if they did how did MS give MY points away with just another member asking for them. ( If that's what they contend happened)

What if the OP didn't find this out until later? What if the other member had been less than honest and used the points?

Disney messed up, the OP had to spend a large amount of time arguing with various non helpful MS staff to get her points back ( and I can tell you, Disney would not have "accidentally" given away the dues she paid on those points.) I'd keep calling until someone did something just so I'd go away.

Really? Those who said "Mistakes happen"...Would it be so easy if it was YOUR allotment of points that disappeared?

[christa112]

She got her points back and NO, I wouldn't have asked for compensation.

I'm sorry, but Disney screwed up bigtime and if all it would have taken to make the op happy were some fastpasses, they were dumb not to send them. Really. Dumb. And it wouldn't have cost them a cent ( more than postage for all those sticklers out there that would have chimed in that yessss, it would have cost something )

I should not have to worry about MS giving away my points. I shouldn't be told that my family gave my points away when I know they didn't and then have to prove the point. I should NEVER have to call another member and question them about stealing my points! Really, even if they did how did MS give MY points away with just another member asking for them. ( If that's what they contend happened)

What if the OP didn't find this out until later? What if the other member had been less than honest and used the points?

Disney messed up, the OP had to spend a large amount of time arguing with various non helpful MS staff to get her points back ( and I can tell you, Disney would not have "accidentally" given away the dues she paid on those points.) I'd keep calling until someone did something just so I'd go away.

Really? Those who said "Mistakes happen"...Would it be so easy if it was YOUR allotment of points that disappeared?

[tammymacb]

I realize she got her points back.

So, keep on with the no harm, no foul attitude, so that Disney's horrific ( and for anyone who has been involved with Disney, DVC for any period of time can tell you that Disney's IT department IS horrific ) IT department can continue on it's path. They will continue to have programs that don't talk to each other, can't be applied to common sense AND can apparently make your points disappear also. But, it's OK, cause it's Disney! :thumbsup2 You know, that place that is the epitome of good customer service...they do seminars and all....Oh, wait...customer service, not so good anymore. But it's OK 'cause it's Disney. So we should just take what we can get, mix it with the Kool aid and drink it.

Whatever.

[Anjelica]

Really? Those who said "Mistakes happen"...Would it be so easy if it was YOUR allotment of points that disappeared?


I have had Disney screw up my points before when we first bought in to AKV a couple of years ago. We let them know they screwed up and they fixed it.

Mistakes do happen - and as human beings we are all prone to it. If its something that is repeatedly done to your points then yes I think there should be more outrage.

In terms of the OP's situation - I am not certain why MS didn't apologize more sincerely. This is something that should be brought to Disney's attention because in customer service a sincere apology really does go a long way.

[tammymacb]

I have had Disney screw up my points before when we first bought in to AKV a couple of years ago. We let them know they screwed up and they fixed it.

Mistakes do happen - and as human beings we are all prone to it. If its something that is repeatedly done to your points then yes I think there should be more outrage.

In terms of the OP's situation - I am not certain why MS didn't apologize more sincerely. This is something that should be brought to Disney's attention because in customer service a sincere apology really does go a long way.

I agree with your post. ( At least for the most part ;) ) My problem is that Disney is known to have crappy IT. And when it begins to affect members in a serious way ( and this could have been a disaster ) and we all just go...Oh, it's OK. At what point is change and improvement made?

And don't even get me going on the quality of customer service. I've been to Disney at least yearly since the year WDW opened and there is such an unimaginable difference, you wouldn't believe me unless you'd seen it yourself. Why wasn't the apology sincere? Because the new improved corporate Disney sincerely doesn't care about anything but what affects the bottom line.

[LisaS]

I'm sorry, but Disney screwed up bigtime and if all it would have taken to make the op happy were some fastpasses, they were dumb not to send them. Really. Dumb. And it wouldn't have cost them a cent ( more than postage for all those sticklers out there that would have chimed in that yessss, it would have cost something )

I should not have to worry about MS giving away my points. I shouldn't be told that my family gave my points away when I know they didn't and then have to prove the point. I should NEVER have to call another member and question them about stealing my points! Really, even if they did how did MS give MY points away with just another member asking for them. ( If that's what they contend happened)

What if the OP didn't find this out until later? What if the other member had been less than honest and used the points?

Disney messed up, the OP had to spend a large amount of time arguing with various non helpful MS staff to get her points back ( and I can tell you, Disney would not have "accidentally" given away the dues she paid on those points.) I'd keep calling until someone did something just so I'd go away.

Really? Those who said "Mistakes happen"...Would it be so easy if it was YOUR allotment of points that disappeared?I agree with you. This wasn't a simple mistake. This was a BIG error and it cost the OP a lot of hours and aggravation to get it fixed. She was treated as though she created the problem and told it was her responsibility to contact the other member who was given her points. The OP's time is worth something and Disney should have offered a sincere apology and some token of appreciation. It's amazing how even a small token can go a long way to making a customer feel better about their experience. Send some fastpasses -- the OP would feel better, the cost to DVC is minimal and the OP has to come back to WDW to use them. Everybody wins. I have received better customer service than this from my cable company when they made a billing error!

[disneynutz]

When we first became members we were wide eyed and in love with all things Disney, including the DVC.

As time went on we found out that booking at our home resort at 6 months was a challenge, something not mentioned by our Guide.

Then we found out the hard way, when we had to postpone a vacation due to illness, that our UY wasn't the best one for our vacation patterns.

As we made the rounds. staying at other DVC resorts, we decided to buy points at our favorites, with a correct UY to guarantee our 11 month booking advantage.

The more contracts we added and the more we vacationed at WDW, the more mistakes MS made. Sometimes they blamed the computer, sometimes the Advisers. During the past few years, we have had:


Reservations canceled by mistake.
Points used from wrong UY's.
Points deleted from our available balance.
Points added to our available balance.
Points put back into incorrect UY's.
Points borrowed by mistake.
Points not banked when I was told that they were.
Transfered points stuck in the system unable to be used.
Transfered points applied to a incorrect UY and stuck there until used.
Lost reservations because the Adviser can't hold inventory while entering your transaction.


Years ago the response from MS was a sincere apology and even a gift basket or two. Present day they blame someone else or the computer, rarely apologize, and don't offer anything extra which is fine with us.

My disappointment that causes me to be critical of Disney and the DVC is that these problems don't have to happen, they are something that is easily fixed if they choose to fix them.

Every time Jim Lewis tells me how wonderful the DVC is because they are building a new resort and adding more members, I ask him to spend a little time and effort to fix what he has now, and show some appreciation to the members who got him where he is today.

:) Bill

[dallastxcpa]

I'm sorry, but Disney screwed up bigtime and if all it would have taken to make the op happy were some fastpasses, they were dumb not to send them. Really. Dumb. And it wouldn't have cost them a cent ( more than postage for all those sticklers out there that would have chimed in that yessss, it would have cost something )

I should not have to worry about MS giving away my points. I shouldn't be told that my family gave my points away when I know they didn't and then have to prove the point. I should NEVER have to call another member and question them about stealing my points! Really, even if they did how did MS give MY points away with just another member asking for them. ( If that's what they contend happened)

What if the OP didn't find this out until later? What if the other member had been less than honest and used the points?

Disney messed up, the OP had to spend a large amount of time arguing with various non helpful MS staff to get her points back ( and I can tell you, Disney would not have "accidentally" given away the dues she paid on those points.) I'd keep calling until someone did something just so I'd go away.

Really? Those who said "Mistakes happen"...Would it be so easy if it was YOUR allotment of points that disappeared?

:thumbsup2:thumbsup2:thumbsup2:thumbsup2

[tammymacb]

Excellent post, Bill. :thumbsup2

I agree with you 100%

[Deb & Bill]

...Every time Jim Lewis tells me how wonderful the DVC is because they are building a new resort and adding more members, I ask him to spend a little time and effort to fix what he has now, and show some appreciation to the members who got him where he is today.

:) Bill

I agree. We all ought to remind him of this. It seems to be something that has been forgotten in the past six or seven years.

[Anjelica]

When we first became members we were wide eyed and in love with all things Disney, including the DVC.

As time went on we found out that booking at our home resort at 6 months was a challenge, something not mentioned by our Guide.

Then we found out the hard way, when we had to postpone a vacation due to illness, that our UY wasn't the best one for our vacation patterns.

As we made the rounds. staying at other DVC resorts, we decided to buy points at our favorites, with a correct UY to guarantee our 11 month booking advantage.

The more contracts we added and the more we vacationed at WDW, the more mistakes MS made. Sometimes they blamed the computer, sometimes the Advisers. During the past few years, we have had:


Reservations canceled by mistake.
Points used from wrong UY's.
Points deleted from our available balance.
Points added to our available balance.
Points put back into incorrect UY's.
Points borrowed by mistake.
Points not banked when I was told that they were.
Transfered points stuck in the system unable to be used.
Transfered points applied to a incorrect UY and stuck there until used.
Lost reservations because the Adviser can't hold inventory while entering your transaction.


Years ago the response from MS was a sincere apology and even a gift basket or two. Present day they blame someone else or the computer, rarely apologize, and don't offer anything extra which is fine with us.

My disappointment that causes me to be critical of Disney and the DVC is that these problems don't have to happen, they are something that is easily fixed if they choose to fix them.

Every time Jim Lewis tells me how wonderful the DVC is because they are building a new resort and adding more members, I ask him to spend a little time and effort to fix what he has now, and show some appreciation to the members who got him where he is today.

:) Bill

We've only been members since 2006 so I don't "remember" the days when they regularly gave gift baskets, etc. for mistakes, etc. But they really did a great job in fixing our issue we had back in 2008 - the only year since I have been a member that we had issues.

Since 2006 I have had regular calls to MS, etc. and maybe I've just been lucky but have always gotten great service, etc.

Now with all being said I definetly had issue with the way the removal of the Valet parking was handled in terms of communication. I did send MS a note and was even surprised that they called me to discuss my issues - this showed me they at least gave the illusion they cared about what their members felt in how they mishandled that.

Don't get me wrong here - I don't think Disney is perfect by any means. I've had issues outside of DVC with some things Disney has done and when I have stated those issues on these boards (typically not the DVC forums) I get the whole "Disney can do no wrong" attitude ~ which I don't agree with.

I appreciate you laying out you background and story as it gives a different perspective especially for those that weren't around at those times.

[tjkraz]

I think DVC does a very good job of addressing problems which occur during resort stays. We had an issue on our last stay which resulted in us having to switch resorts. It wasn't an ideal set of circumstances--switching resorts was NOT my first choice. But we ended up with a better view (would have cost more points than what we spent), got some points refunded to us and Disney had a car drive us and our luggage to the new resort.

All of that happened without me having to scream red-faced at the front desk. They immediately acknowledged the problem and offered multiple solutions. I didn't have to beg or plead for compensation, and MS even allowed me to bank the refunded points beyond my normal banking deadline. So I was pleased with the outcome even though the situation wasn't ideal. Lemonade from lemons, I guess.

I've read enough posts on-line to know that Disney typically does a good job in addressing similar situations.

For whatever reason, it sounds like they don't have any real framework in place at MS for providing some form of compensation for their errors.

If I were the OP, I would probably send a note to Member Satisfaction regarding the incident. I would suggest keeping the note short (8-10 sentences should be adequate) and very, VERY specific. Don't simply say that you spent "all day" resolving the problem. Tell them that you had to call ___ times, spoke to ___ separate reps and spent a total of ___ hours on the phone. If you have the names of the individuals you spoke with, include that in your correspondence.

When you make vague comments about spending "all day" trying to resolve the issue, a cynic could immediately interpret that as being 20 minutes over two phone calls. Like it or not, we live in a time where there are a lot of people trying to get something for nothing. The more facts you can present, the greater an impression it will leave.

Also if you want FastPasses in return, I would suggest you tell them so outright. Just phrase it in an amiable manner. Otherwise they really don't know what you are seeking and may be more reluctant to pro-offer anything.

(I'll add parenthetically that there IS actually a cost associated with the FastPasses--DVC must compensate the theme parks for every FastPass voucher that they issue.)

Good luck!

[palhockeymomof2]

So sorry this happened to you.....but I would not expect or ask for compensation.....mistakes happen and we do need to check the website to make sure our points are shown correctly.....
I had an issue with our points in June of 2008...that I had to make many phone calls to MS over 2 months to have the issue corrected....and it never occured to me to ask for compensation

[tgropp]

I don't think you should expect compensation. A mistake was made and corrected. However, I think you should have gotten an apology.

If this happened to me, I would write a letter to Member Satisfaction to express my disappointment that such a mistake could occur in the first place. I would not ask for compensation, but I would ask what they plan to do to make sure such a thing doesn't happen again to me or someone else.

I think it was poor training and customer service to attempt to fix an error without following up to be sure it was done correctly and I would be sure to tell them so. Sorry this happened to you and sorry they didn't believe you the first time.

If Disney had wasted 6 hours of my time by taking points from my account without authorization (stealing ??) or by mistake and I had to investigate why it happened and correct, I most certainly would appreciate a hat or a fastpass. If I owned a company and did this to a client, I would first apoligize, try to make sure that it does not happen again, then offer something for the clients inconvenience. Just because you work for a multi billion dollar company and make a serious mistake to a client, that does not mean that you just wash your hands and it disappears. A mistake was made and inconvenienced this person.
Last year Disney cancelled my dining plan and I could not add it on, even though it was on my paper reservation. They gave me 12 points to my account without me even asking