Updated did September UY also get a Misleading email from member services

dismedvc · Mar 4, 2015

Below is a "chat" I just had with Member services. For any of you who also received this email here is what they had to say

ME I just received an email from Disney Vacation Club <disneyvacationclub@mail.dvcmember.com> stating that I had 2014 points I need to use or bank by March 31, 2015. I actually do not have any points remaining from my 2014 use year. Was this a spam email, or did your system send it in error?

MS (name removed): I'd be happy to verify this for you.
There are no Vacation Points left in your August 2014 Use Year. It is a general email sent to all Members with the same Use Year, so you may disregard it.

ME But it specifically says I do have points. If it went out to every member with an August use year it is going to cause a lot of confusion. See Below for the text of the email I received.
"As of March 1, 2015, you still have Vacation Points left this year. Book today at any of our Disney Vacation Club Resorts or at thousands of vacation options in destinations around the world. Or bank your Points so you can vacation longer, more often, or in larger accommodations next year. Make the most of your Membership and experience the magic of Disney."

MS I understand. However, the same message is sent to all Member with this banking deadline. I apologize for the confusion. Is there anything else I can help you with?

ME No, but to send an email that explicitly states "you still have vacation points left this year" is a real problem that needs to be corrected.

MS I understand and we appreciate your feedback.
Was I able to answer all of your questions today?

ME Yes, but they really need to change the wording in the general email. Bye

MS Thanks for being a Member! Thank you for chatting with Member Services and remember to view the latest Membership Magic offerings on the Membership Magic tab. Thanks again and have a magical day!

Thank you for contacting Disney Vacation Club Member Services and have a magical day!

robinb · Mar 4, 2015

dismedvc said:
Below is a "chat" I just had with Member services. For any of you who also received this email here is what they had to say

ME I just received an email from Disney Vacation Club <disneyvacationclub@mail.dvcmember.com> stating that I had 2014 points I need to use or bank by March 31, 2015. I actually do not have any points remaining from my 2014 use year. Was this a spam email, or did your system send it in error?

MS (name removed): I'd be happy to verify this for you.
There are no Vacation Points left in your August 2014 Use Year. It is a general email sent to all Members with the same Use Year, so you may disregard it.

ME But it specifically says I do have points. If it went out to every member with an August use year it is going to cause a lot of confusion. See Below for the text of the email I received.
"As of March 1, 2015, you still have Vacation Points left this year. Book today at any of our Disney Vacation Club Resorts or at thousands of vacation options in destinations around the world. Or bank your Points so you can vacation longer, more often, or in larger accommodations next year. Make the most of your Membership and experience the magic of Disney."

MS I understand. However, the same message is sent to all Member with this banking deadline. I apologize for the confusion. Is there anything else I can help you with?

ME No, but to send an email that explicitly states "you still have vacation points left this year" is a real problem that needs to be corrected.

MS I understand and we appreciate your feedback.
Was I able to answer all of your questions today?

ME Yes, but they really need to change the wording in the general email. Bye

Bethany: Thanks for being a Member! Thank you for chatting with Member Services and remember to view the latest Membership Magic offerings on the Membership Magic tab. Thanks again and have a magical day!

Thank you for contacting Disney Vacation Club Member Services and have a magical day!

I don't really understand why you are so upset. So what if the email said you had points? You double-checked and you didn't. Whoop-dee-doo. I'm sure that your chat went nowhere. If you want someone to look into your complaint you should email them.

dismedvc · Mar 4, 2015

I'm not that upset. Before starting the Chat, I checked here to see if anyone had posted about receiving a similar email. When I did not find anything, I thought I would let others know. I have received generic reminders in past years letting me know about my banking deadline approaching, but this is the first time I have received an email explicitly stating I had points that I needed to use or bank, and then that information was incorrect.
I am not a DIS Veteran like you, but I would think most members would contact member services, either by phone, email, or chat after receiving an email that was worded this way. By wording the email the way they did, I think Disney created a lot of needless inquires.

LisaS · Mar 4, 2015

It would probably have been better if the email had stated "Your banking deadline is coming up soon. If you still have Vacation Points left this year...." and leave it up to the member to check their point balance. Perhaps they originally intended to send it out only to members with a non-zero point balance and then later decided to send it out to everyone but didn't go back and change the message. Sending it to everyone is probably better, just in case someone had a reservation they were thinking of canceling or modifying, intending to bank any leftover points.

Those of us on this forum have seen several posts about members whose account got messed up somehow. There have even been reports of members having a reservation cancelled (but not by the member). I think quite a few of us would be concerned it we got an email stating we had points remaining when we knew that we had used or banked all of the current points. It would have caused me to log in and take a look to verify, and then wonder why their system thought I had points left in this UY.

bobbiwoz · Mar 4, 2015

You could actually cancel a reservation that gives you points left in this UY to bank. The fact that you do not have any right now does not mean you would not have any to bank later this month!

GOOFY D · Mar 4, 2015

I agree with you. It was confusing to me and required me to have to check and see if I messed something up when I banked my points. It is a poorly worded message and not consistent with previous reminder messages.

DebbieB · Mar 4, 2015

The person you were chatting with likely had no idea what you were talking about. They probably do not see those emails or are trained on them.

daisyx3 · Mar 4, 2015

I got that email as well. I checked online and verified I had no points. But you are correct, it could be worded more clearly.
Daisyx3

Mpadovani2 · Mar 4, 2015

That e-mail was very poorly crafted. I knew for sure I had used all of my points and had borrowed from 2015. Still made me second guess myself and had to check. A general warning that you should check would have been better.

Disneyepcot · Mar 4, 2015

I also received the email stating that I have vacation points left to use or bank. Previous years we only got reminder emails.

I knew that I had already banked my points but since mistakes can happen I spent 20 minutes waiting for MS to answer the phone to verify that my points had already been banked.

I received the same explanation from MS that the OP received.

disneymath · Mar 5, 2015

Add me to the list who got the email and was surprised since all my 2014 points were used up last summer.

Also, I felt the need to immediately log in to dvcmember.com and check my points status.

Definitely a poorly worded reminder.

EPCOTgrl1 · Mar 5, 2015

I got the same email and I called because we did have points, but I had thought that I had fixed to to use on out trip in October. The woman that I talked to said she was getting a lot of calls about the email because it was so poorly worded. Hopefully it will change next year but I don't expect anything this year.

paults · Mar 5, 2015

I never got any email and we don't have any 2014 pts left.

Reppstir · Mar 5, 2015

Seems to me the very first email response from Disney would have cleared up the matter, in no uncertain terms. I would have been on to the next task of the day.

bumbershoot · Mar 5, 2015

I think there are people who like to help the world out when something has gone awry, and there are people who don't care or feel it's their business.

The OP is one of the former. As am I. Which is why I let rundisney know they've spelled "silver" "sliver". And crack up when I see that the big whiteboard in patient rooms at the hospital say "food restictions" instead of "restrictions" (and the nurses all knew about it, it's all over the hospital and can't be changed and embarrasses them, too). etc.

dismedvc said:
I am not a DIS Veteran like you, but I would think most members would contact member services, either by phone, email, or chat after receiving an email that was worded this way. By wording the email the way they did, I think Disney created a lot of needless inquires.

Some members will, some won't. They did indeed create lots of future contacts with that silly email.

LisaS said:
It would probably have been better if the email had stated "Your banking deadline is coming up soon. If you still have Vacation Points left this year...." and leave it up to the member to check their point balance.

Agreed.

DebbieB said:
The person you were chatting with likely had no idea what you were talking about. They probably do not see those emails or are trained on them.

But now they know, and if they are a customer service person worth their pay, they will code the contact correctly (always hoping Disney does things correctly so the higherups can see when an inordinate amount of contacts are coming from a certain code, so they can go in and FIX that problem) and remember it and maybe tell others about it.

Coming from my CS background, and always wanting to help, I hold high hopes that people at Disney are like me and will do what they can to fix the problem and help make DVC look less foolish.

Maddysdaddy · Mar 5, 2015

I also received that email this morning and contacted Member Services this morning to see whether my math and/or the website dashboard was incorrect in stating that I was out of 2014 points and that I had some left to bank.

Guessing someone in Corporate Communications didn't proofread the email to catch that is said "you still have vacation points left this year" instead of "if you still have vacation points left this year".

dismedvc · Mar 5, 2015

bumbershoot said:
I think there are people who like to help the world out when something has gone awry, and there are people who don't care or feel it's their business.

The OP is one of the former. As am I. Which is why I let rundisney know they've spelled "silver" "sliver". And crack up when I see that the big whiteboard in patient rooms at the hospital say "food restictions" instead of "restrictions" (and the nurses all knew about it, it's all over the hospital and can't be changed and embarrasses them, too). etc.

Thanks for the nice comment, and thanks for not pointing out I misspelled received in the original thread title (I have now corrected that)

appleorchard · Mar 7, 2015

Got the same email and also called, because I had transferred points in and wanted to make sure I didn't have any left that I had missed, since transferred points don't show up on the Members website. Had almost an identical conversation on chat with MS and agree that it caused a lot of unnecessary phone calls.

jpeka65844 · Mar 7, 2015

I recently got an email saying "Thank you for your interest in adding additional points to your DVC membership". My heart fluttered for a bit and promptly called DH to accuse him of talking to Disney without me. . He insisted he had not done so. ??

nabi · Mar 7, 2015

That would be me...must've got the accounts mixed up.

Updated did September UY also get a Misleading email from member services

DIS Veteran

DIS veteran

DIS Veteran

DIS Veteran

I'm happy to dance with you!

DIS Veteran

DIS Veteran

DIS Veteran

Mouseketeer

Mouseketeer

DIS Veteran

DIS Veteran

HOME IS WHERE BWV IS

The slipper fit!

DIS Veteran

DIS Veteran

DIS Veteran

DIS Veteran

DIS Veteran

Home at Disney!

Share this page