DVC Sales is Losing the Magic with me [Archive] - The DIS Discussion Forums

DadisGoofy

03-22-2005, 04:43 PM

Plus4206

03-22-2005, 04:52 PM

IMO you are letting a little temporary frustration ruin a great original plan. You are giving up to easily. The "Magic" of Disney is not in the salesmanship experience, it's in the great vacation memories you'll have for the next 50 yrs.

Of course, if you're truely having buyers remorse & are looking for a reason to justify not purchasing, then it's better you don't buy now.

athenna

03-22-2005, 04:54 PM

I am fairly new also, only 3 months. I'm sorry to hear that this did not go smoothly for you. I would think this would be the exception, not the norm,maybe some veterans can correct me. I bought over the phone. My guide spent 2 and 1/2 hours on the phone with me answering every single question I had. In the weeks that followed, I kept thinking of more questions. I called her, got voice mail, she called me back and we talked for an hour ( I had already given my deposit). About 2 weeks after that, I called her again, got her voice mail, but I figured she'd gone home, it was about 5:30 pm EST. She called me back at 8pm to answer my questions! I couldn't believe it.
I got the paperwork when she said I would and everthing went just fine. Frankly, I can't understand why a guide wouldn't call you back. Isn't their job to SELL! Why would they want to risk losing you as a customer?? Am I missing something? :confused3 This certainly seems out of character.

dtheboys

03-22-2005, 04:56 PM

I purchased my first contract back in 1995, and I personally think DVC customer service is slipping.....

I have a harder time getting a returned call....I'll wait days for my guide to call me back, etc.

That is just my opinion...........I just feel the " magic" is not the same when I originally purchased at Disney....

I have done 5 add-ons, and the last two has been w/ a resale company.

I love DVC, and would never give it up!!! I have had my favorite vacations since joining DVC!! :love:

CharlesTD

03-22-2005, 05:17 PM

Wow we never recieved anything like that. Our docs arrived early as a matter of fact we were told a week for delivery and they were to us in 3 days. Our guide has returned every call we ever made to her and she has even called us with upcoming incentives and promos. Sorry to hear of the dissapointment you are having don't let it get you down it does get better especially after you make that first trip home.

DadisGoofy

03-22-2005, 05:17 PM

Maistre Gracey

03-22-2005, 05:25 PM

I'm not sure how to put this in a gentle way, but I'll do my best...

In my opinion, you are over reacting a bit. You were impressed with everything except the lack of returned phone calls. Granted, they should have been returned, but I hardly see that as a good reason to give DVC the heave-ho.
As per your admission, you had buyers remorse. Perhaps this is the excuse your sub-conscious is looking for.
I certainly do not mean that in a negative way toward you. DVC is not for everyone, and if you are having second thoughts perhaps you should take some time and think about it.

Good luck.... :drinking:

MG

ColoradoBelle1

03-22-2005, 05:26 PM

I can understand your frustration.
It seems unreasonable to be paying a lot of money and yet have people treat you as if they are doing you the favor.

But, don't let your bruised ego cancel out saving money IF you check resales and find out that you can get more for less with Disney. I think you might save money with resale...especially if you wait to get a contract loaded with points (and then you can use Disney's 120 pt add on and get those 100 bonus points too)on the resale market. But if you can't find that...then at least call back and ask for a new guide that will 'be more responsive to your needs'.

When you do a resale, you must deal with ROFR which is a pain in the butt, but if you are smart with writing the contract, you will probably be able to get a good deal AND escape ROFR. Finally, don't forget to include the closing costs in your per point costs, plus match any 'bonuses' Disney offers so that you compare apples with apples.

I'm closing on my resale tomorrow and I'm very happy with the deal I got and the services of my resale broker.

Good luck!

Deep-Thots

03-22-2005, 05:27 PM

Thanks for your input. I obviously am frustrated. Being in sales myself, I really expected to be "Wowed." I was trained to (politely) ask for the sale, return all calls promptly and say "thank you" when the order is made. I got none of this. Taking the sale for granted is a big turn-off for me.

As a matter a of fact when I asked the QA rep not to send the contract and return my deposit, all I got was an "ok."

I think we will try to save some $$ and go through the resale market and risk FROR. I can't see being treated with less attention in that process.

Sincerely,
Big Guy with a bruised ego!

It depends on the amount of time, energy, and risk you are willing to put into the resale process. It also depends on how important things like quickness of sale, financing, location, length of contract, etc., are to you.

I agree with whoever-it-was-that-said you are allowing an unusually icky customer service situation to potentially get in the way of what you want. If you weren't happy with your original guide, just call back, ask to speak to a manager, explain the situation, and ask for a new guide. Simple.

kathleena

03-22-2005, 06:36 PM

When I did an add on once, they were so busy at the time it took a while for the papers - I think it was at least two weeks.

I think you are being hasty/impatient. But if this is you and how you react to things - then maybe this isn't for you. You may find yourself frustrated with other things like resort check-in, the wait for maintenance to fix and item in the villa. Stuff like that.

Hey, it is a timeshare. And timeshare stuff does happen.

Sorry to burst the bubble.

Yardbird

03-22-2005, 06:49 PM

We purchased at SSR this past October, and if we had the same type of experience that you did, I'm not sure that we would have followed through either. We had a very good guide, and a positive buying experience. I certainly understand your feelings; first impressions are important. Maybe resale is the way to go.

goldilocks_63

03-22-2005, 07:30 PM

I'm sure people here could recommend someone that is more to your liking.....

Goldi

SpoonfulofSugar

03-22-2005, 08:13 PM

I recently decided, after going on the tour in Nov at SSR, to try and get points at BCV through Disney instead of resale, and are on a waiting list. I have called my guide with little nonsense questions about many things, and while I always get voice mail, my call is returned by the end of the day, usually within an hour or two. IMHO I think you are having a bad experience with one guide, and I do not think the whole DVC division is run like that.
God Luck!!! :mickeybar

tjkraz

03-22-2005, 08:17 PM

As a matter a of fact when I asked the QA rep not to send the contract and return my deposit, all I got was an "ok."

Many would view that as a positive. Would you rather they had argued with you on the phone? Do try to remember that timeshares are a pretty heavily-regulated industry. Disney is obligated to allow potential customers to change their minds, and I suspect the QA rep you spoke with was totally prohibited from trying to change your mind.

Packages get mishandled. It happens. Not sure why you couldn't get a call back for a week. :confused3

I'm not going to try and convince you to go either way. Resale can save you money and you MIGHT get better service going that route. But it could easily take 60 days to complete the process and, with all of the different parties you will then be exposed to (seller, broker, closing company, finance company, etc.), I think it's a foregone conclusion someone else will rub you the wrong way.

If you like SSR and want to get the deal done quickly, then accept the fact that Murphy's Law might have intervened, swallow that pride, and call your Guide in the morning. :wizard:

If you don't mind waiting a couple months and truly feel that you were wronged by DVC, then go the resale route. Just don't expect wine and roses (or a DVC backpack and lithograph.) :rotfl2:

PamOKW

03-22-2005, 08:52 PM

I agree that it is very poor form not to be on top of things when closing a sale and you have cause to feel slighted and a bit miffed.

My guess is that they are being overwhelmed with sales. My understanding is that many Europeans, especially the British, are coming back into the Orlando market in a big way purchasing vacation homes and, I'm sure, DVC as well. At the same time, DVC has a lot of people who are "just looking" and I'm sure they have a fair amount of people who sign at Disney and then return the documents after they get home. It's probably not uncommon and why the QA person didn't push when you said you were no longer interested.

If you are still interested, I would give another call to your guide and express the reason why you are dissatisfied. It might be the wake-up call they need to help get back on track.

jimmytammy

03-22-2005, 09:17 PM

I have experienced the waits for phone calls returned from time to time, BUT, I have to say I am impressed to know my guide would call me even at 8 at night and explain that because of a very busy time, which, in their defense, they have a lot, they were returning my call and say they are sorry it took so long to get back with me.

We bought site unseen, never took the tour. It took a little time as VWL was close to selling out so DVC was very busy at that time. I am so glad we practiced patience with them. It was near Christmas and yes I was anxious. But it was worth the wait. We all mess up from time to time. As a wiser man than I told me one time "Jimmy, the man that aint makin no mistakes is the man that aint doin nothin". And how true those words are. Give yourself a little time and give them a little benefit of the doubt.

DVC is far and above any other timeshare out there, IMO.

90,000plus of us owners have got to be pretty satisfied.

I will close with this as food for thought.....when I 1st pitched the idea of buying DVC to my DW, she agreed we could get the materials, look them over and think about it. After we thought how much it would cost, that canceled it for us. A few months pass and I start reconsidering the purchase. DW says it would be nice but fianancially we just cant do it. But I am determined I can do side jobs and pay for it without hurting us.

So finally she agrees, we sign the papers, send in the deposit for 170 VWL pts and look forward to the 1st trip home. But she is still skeptical. Our guide calls a few months later to inform me that there are a handful of pts left in our use year for VWL, would we be interested in purchase knowing we really desired more pts than original purchase. Again, it was liking pulling teeth to get DW to sign. We bought 50 more, and still had not taken our 1st trip home.

Move forward a couple of years and 3 trips under our DVC belts. DW mentions how it would be nice to add on a few more pts to get big enough rooms for in laws to come with us.

Forward 2 months later, we make the call hoping for a 50 pt addon at VWL. We get lucky, 130 VWL available. I call DW from work, tell her what we can get, and without blinking an eye she says lets get ALL 130 pts, not just 50.

Forward to present, DW is constantly checking and letting me know whats available through resale, driving me :crazy: wanting to buy more pts.

A total skeptic to totally sold on DVC. Thats my DW.

Sincerely hope all works out for you and yours.

DrTomorrow

03-22-2005, 10:55 PM

[...] As a matter a of fact when I asked the QA rep not to send the contract and return my deposit, all I got was an "ok." Well, it's official! DVC is now the first timeshare ever to get complaints about being too low pressure. :rotfl2:
and risk FROR. [...] Ooooh, that sounds painful! ;)

Beca

03-22-2005, 11:27 PM

wills156

03-22-2005, 11:33 PM

What is RFOR? I understand it has something to do with a resale (we bought directly from Disney), but I do not know what it stands for. Thanks in advance for the answer!

Beca

03-23-2005, 12:53 AM

What is RFOR? I understand it has something to do with a resale (we bought directly from Disney), but I do not know what it stands for. Thanks in advance for the answer!

Right of First Refusal. For anyone in the market for a resale...ROFR is definitely a four-letter word!!! But, for current owners....it keeps the resale value high.

:wave:

Beca

drakethib

03-23-2005, 03:55 AM

The sales department at DVC has driven me to cancelling my purchase!

We were in Orlando earlier this month. On 3/9 we took the SSR tour and were very impressed. Our guide was thorough enough and answered the questions we had. I was more impressed by the paperwork they let us take with us to study (sample contract, financing options, etc.), it made us more comfortable.

I was so excited about the place that I called our rep from the airport(got the voicemail)! I had a couple of bank/borrow questions and we were done.

After a week of unreturned calls I was able to place my order and give a deposit. I was told the FedEx would arrive today(it didn't). I called Quality Assurance to see what happened and they said it sould have been delivered. They just called me back to say they found it and would send it tonight.

Out of frustration (and a little buyers remorse) I told them to keep the contract and return my deposit.

As this process has moved on it's been less "magical" and more Timeshare. I have practically begged to buy a piece of the magic.

Is the lack of customer service I have encountered typical for this division of Disney? To me, it is totally out of "character!"

Buyers remorse or not, It sure sounds to me like you had a bad sales rep. In my line of work if what you say is true, I would have lost a client. As great a Disney is, all of their people are not 100% customer oriented. Sounds like you hit a bad one.

On another note, I have both bought resale for TTS as well as a recent add on direct from Disney. Both sales experiences were great.

Perhaps you should call DVC and ask for another rep and expalin how you felt you were treated or indeed follow through with going resale.

I think in the end you will be glad you did.

drakethib

03-23-2005, 03:59 AM

Wow!!! If you are that frustrated with DVC, and the lack of "warm fuzzies" that you got....just WAIT 'till you get to the ROFR process....it's a virtual BLIZZARD compared to DVC guides! :cold: :cold: :cold:

You haven't experienced frustration until you've been through that mess!! I have been lucky (I am also a big chicken, and "bid high" on contracts)...but, I have seen others submit THREE contracts before they get one.

I am not trying to discourage you....just give you a little "heads up".

But, make sure you post on the ROFR thread when you get one....we will DEFINITELY support you over there!!!

:wave:

Beca

Amen sister on the ROFR.

That is the only downside to Resale.

On another note, don't be scared to not pass ROFR. with time on our side I made a lowball offer on our first purchase and the resale agent stated that it would probably not go through.

3 weeks later it did !!!!

zurgswife

03-23-2005, 09:41 AM

I bought DVC at the BWV from Disney over 5 yrs ago...had the worst guide...he misrepresented a few things and how a cc charge would be handled...but did that change my mind...heck no...I knew that my dealings with the "guide" were very limited after the sale....and guess what we have not spoken to him since...probably doesn't even work for DVC any more...

Are we happy DVCers you bet...we have purchased an additional 2 contracts at BWV...and love it....don't let the purchase process get you down....look at the bigger picture...

lllovell

03-23-2005, 10:28 AM

I was not happy with our guide. He called promptly until the contracts were returned to DVD and then it was next to impossible to get a returned phone call from him. I dont mind voicemail at all and have no problem leaving a message, but I hate it when my calls aren't returned within a couple of days (prefferably that day).

So...I called and once again couldn't get him and this time, I asked for someone else. I explained that my guide NEVER calls my cell (which I have asked them to put as my main contact numbers since calling me at home means it will be at least another 24 hour delay before I can get back to them), I explained that my guide returns calls several days after the fact, and I explained that I would like another guide. Calmly, not allowing myself to show frustration or anger. Since then, no problems. (and this guide came recommended :earseek: so who knows - maybe I knew too much and didn't really seem like I needed enough from him so he was busier with people that had hours of questions...either way - it wasn't acceptable.) Finding somene to take care of the problem for me was all I needed to make me happy again with DVC.

poohj80

03-23-2005, 10:31 AM

The sales department at DVC has driven me to cancelling my purchase!
We were recently assigned a new DVC guide. May I asked who you used that was so frustrating? We may just have to stop by and meet our new guide on the next trip.

mark&sue

03-23-2005, 11:04 AM

We are British and we did the tour in October and signed the contracts and everything was completed on the day of the tour. We bought 400 points. We didn't need to wait for phone calls or anything as it was all done in the two hours we were on the tour.

Maybe we would have changed our minds if we had to wait for something but it was all done and dusted by the time we left. I know there was a cooling off period but we would have to get back to DVC and not the other way round. Does this not happen to everyone?? They gave my DH a lift back to the hotel to get our passports and that was the only delay.

We returned to UK as DVC owners (with our DVC duffle bag) and I can't wait for our first visit "home".

Susan

Jynohn

03-23-2005, 03:36 PM

I'm sorry you had a negative experience. From my perspective, however, I was actually very pleasantly surprised by the fact that I was not inundated with phonecalls and emails from DVC after I first expressed interest in purchasing. Before I decided to take the plunge I was very hesitant to contact them for more information because I thought that I would be "harrassed" once they had my contact info.

After I finally made the call, I braced myself for the high-pressure phone calls which never came. My guide did call to introduce himself and to let me know that he was available to answer any questions, then I never heard from him again. It was finally me that decided to call back almost 4 months later to finalize the sale. It's the fact that I wasn't hounded constantly that made me realize that this "isn't just another timeshare."

I've been extremely happy with my purchase so far, even though I've yet to make my first trip home! Hopefully if you decide to go through with the purchase you can be assigned another guide who will be more attentive. Good luck with whatever you decide!

Miffy2003

03-23-2005, 03:48 PM

Maybe we would have changed our minds if we had to wait for something but it was all done and dusted by the time we left. I know there was a cooling off period but we would have to get back to DVC and not the other way round. Does this not happen to everyone?? They gave my DH a lift back to the hotel to get our passports and that was the only delay.

Hi Susan,

I know the UK has laws concerning timeshare that are extra (or different) to those in the US, this could be why?

To answer the OP - we did it all over the phone, sight unseen and got the documents Fedexed to the UK with not a single hitch. If you really want to join DVC, don't let this experience put you off! Explain to your guide your thoughts and then if you get no satisfaction, ask to be given a new one.

Good luck with your decision!

Karen

Lasrnw

03-23-2005, 06:56 PM

We bought sign unseen by phone with a great rep who returned ALL of my calls prompty and answered ever single silly question I had.....I am a very ,very picky person and I have to say it was the most pleasant purchasing experience I have ever had. E-mail me (Lasrnw@aol.com)and I'd be happy to give you the reps name and number I used. He was nothing less than :banana: outstanding!

JimC

03-23-2005, 07:46 PM

Sorry you are getting less than you expected from Disney. We bought direct from Disney. Our guide is Byron Helgeson. He is always prompt in returning phone calls and very patient in many, many questions from us.

We also bought resale from The Timeshare Store. Our agent is Pat Spell. We just got her assistance to buy another contract (Marriott) and listed a DVC contract with her. She is very easy to work with and very professional.

LindaBabe

03-23-2005, 08:36 PM

We had a similar experience and absolutely LOATHE our guide, but we went through with the purchase because we really wanted our points. But I'll never refer a single person because they'd wind up with the same &%*$( as their guide. Unfortunately, it seems impossible to get rid of Mr.X.

rriley25

03-23-2005, 09:27 PM

Wah!

But I mean it in a good way.

SoCalKDG

03-23-2005, 10:25 PM

Guide, whats a guide? :) Never talked to one, bought resale, who knows, might have to find his phone number to do an addon.

Alexander

03-24-2005, 06:53 AM

DVC is very, very busy. I witnessed this while making phone calls and I also witnessed it while I visited their offices in February. In addition to new sales, there is a great incentive for current buyers to add-on at SSR. There are so many people also looking to buy into the sold-out resorts. I can't believe how many of them are on these boards, imagine the true number of people out there calling to inquire about this as well.

While DVC is a "sales business" they are doing pretty darn good. Their product sells itself. They don't need to beg you to not cancel your contract, someone else will buy it, it's less work for them to put it together, and it'll save them some money mailing out your contract, backpack and litograph via FedEx.

I'm thinking buyers remorse came into play here and this was a very easy excuse to get out of the contract. If you were so sold on the magic, you would not have cancelled. Sorry, just MHO..... Everybody has busy days and things may take time. Patience is a virture my friend!

DadisGoofy

03-24-2005, 09:37 AM

First off, thank you all for your input. good,bad or indifferent... I have learned an enormous amount :teacher: . I have also had some time to reflect.

I am away on business, but received a call from my wife today saying a package from DVC was dropped off via FedEx. We plan to look at it next week when I get back.

I agree I acted very hasty in condemning all of DVC for my experience. I now think we connected with a guide who over-promised and under-delivered.

Question: While I take full responsibility for my behavior :o , part of my urgency was instilled by the guide who said I had 3 days from my return from Florida to take advantage of the $8/ point discount (we returned on 3/12 with the understanding we had until 3/15). That being said, the guide first returned our call on the 15th. I am now wondering if the deadline is normal operating procedure or merely something this particular guide has in his/her presentation?

Thanks again to all!

poohj80

03-24-2005, 09:40 AM

The 3 day period is standard and not just added pressure by your guide.

tjkraz

03-24-2005, 10:22 AM

The 3 day period is standard and not just added pressure by your guide.

Agreed. It is standard for those who tour on-site.

However, note that you are not committed until you actually sign and return the paperwork, and even then you have 14 days to call back, cancel the deal, and receive a full refund.

Alexander

03-24-2005, 11:24 AM

Agreed. It is standard for those who tour on-site.

However, note that you are not committed until you actually sign and return the paperwork, and even then you have 14 days to call back, cancel the deal, and receive a full refund.
I didn't see anywhere in our paperwork that we only had 14 days....We did have up to 60 days to get the paperwork back, but that was the only timeframe that I saw in all 6 million papers they sent. Well, it wasn't an issue as we knew for sure we wouldn't be canceling so I never really inquired with our guide about it.

tjkraz

03-24-2005, 11:36 AM

I didn't see anywhere in our paperwork that we only had 14 days....We did have up to 60 days to get the paperwork back, but that was the only timeframe that I saw in all 6 million papers they sent. Well, it wasn't an issue as we knew for sure we wouldn't be canceling so I never really inquired with our guide about it.

There is no specified time limit to initially sign and return the docs. However, once you HAVE signed and returned the docs, DVC still allows for a 14-day no penalty cancellation period. Florida law mandates something like 72 hours to cancel after signing, but, at least as of our purchase back in '03, DVC voluntarily extended that period to a full 14 days.

Alexander

03-24-2005, 11:57 AM

Ok! Thanks! I read those papers inside out and backwards and couldn't remember seeing that! Thanks.

SoCal,
You asked what a guide was a while ago, it's the sales person who sells you your contract at DVC. You know employees are castmembers and salesmen/women are guides! It's Disney talk!

lllovell

03-24-2005, 01:07 PM

*smile* he was teasing I think Alexander - but its nice of you to explain just in case he wasn't!

Good luck with your decision! :wizard:

NUHuskies#1

03-25-2005, 09:40 AM

Its funny that I saw this thread.We purchased at SSR in November and are closing in June. I have called my "guide" a couple of times and it seems every time I call he is on vacation! This morning it was Colorado, a couple of months ago it was the Carribean! I wish I traveled and had the money to do so as much as my guide! We are making a short trip in May over Memorial Day Weekend and since Ive never even toured SSR I was hoping I could set up a date to do so while I am there.

Just venting but also a little aggravated... pirate:

tjkraz

03-25-2005, 09:45 AM

I have called my "guide" a couple of times and it seems every time I call he is on vacation! This morning it was Colorado, a couple of months ago it was the Carribean! I wish I traveled and had the money to do so as much as my guide!

IIRC, DVC guides also take turns doing the Disney Cruise Line voyages to sell their product there. A 7-day cruise would obviously keep them out of the office for a week, but whether it's a "vacation" or not is debatable. ;)

In fact, this is an intersting possibility that wasn't really addressed when DadisGoofy's posted his issues. In addition to the cruises, it's my understanding that the Guides' schedules are far from 8-5, M-F due to the weekend hours at the sales center and late evening hours giving tours. I'm certain that I read something indicating that the Guides typically have 3 or 4 day workweeks with very long business hours.

rtobe

03-25-2005, 09:22 PM

I had a similar experience with my guide. I took the tour in Nov. but was not ready to sign anything that day. My guide made a big deal about going to managment to extend the discount you get if you commit that day for three days. I went home, had questions and called my guide still within the three day time period. About a week or so later, I get a message from guide. I return call, no call back. Meanwhile, I do some investigating on my own, get answers to questions and bought resale to get the resort I wanted for less money.