DVC/Disney has lost the Magic.

Discussion in 'DVC-Mousecellaneous' started by PBB, Mar 15, 2010.

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  1. PBB

    PBB Mouseketeer

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    I just got off the phone and I am so fed up with DVC and Member Services. Our son is going to WDW for a couple of days and we gave him our points to stay at one of the resorts. He was down last week and purchased a 6 day pass knowing he was coming back this week.

    Over the weekend, we spoke about him getting an annual pass. I called member service and 3 agents told me he was not eligible for a DVC Member Pass. ONLY the DVC member gets the discount not the family members.

    I spoke to a manager finally who I finally read the rules from the DVC member site that stated that our family was entitled to a discount. However, my wife would have to be there to purchase the ticket.

    So, family members are penalized if they vacation separately . Disney has gotten to be worse than a government. Hospitality has gone away. It just amazes me that in bad economic time you would treat a customer who wants to come back to your park.

    So, in the end.....this is what happens......My son does not pay Disney another $ 120 and he does not come back to Disney for another year and spend more money. Before I get the "Why don't you just sell your membership" comment that seems to accompany a complaint on this forum when you complain about DVC. We are going to have the conversation tonight about whether it is worth staying a DVC owner.

    While the hotels are still the same as when we purchased the Disney Management and attitude towards their guests have gone away. I am tired of playing the gotcha game with Disney it is not fun. Disney used to show hospitality towards their guests.........I don't feel the magic anymore.
     
  2. cpdwiz

    cpdwiz Mike & Jessica YOAMD Winners

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    What do the rules say? Does the person who owns the DVC have to be there to purchase? If thats the rules, so be it....However, I do know the kids have to live at home with you to get it. Does he live at home with you?

    That rule is there to protect us as members. This way, DVC folks do not purchase annual passes for their "kids" who are not really kids. NOT that this is your case.

    Why not purchase his AP online, and give him the voucher to take down and redeem. I would think that would be ok, even if you are not with him, as long as he presents an ID with the same address on it?
     
  3. PBB

    PBB Mouseketeer

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    They want the membership card and me or my wife to be there when it is purchased. We are not there. Unfortunately, it becomes a difficult transaction because he is trading/upgrading a ticket.

    He is about 2 hours away and is driving to WDW. It was a spur of the moment decision about the DVC AP pass.

    No one is trying to take advantage of Disney. He is my son and he has a GA Drivers license that is 4 years old and has the same address as the membership that has been their 12 years since he was 8 years old.

    There are times you bend, overlook or make an exception and if management can't be authorized to do this then I don't need to be a customer anymore. I have been there 40 times in my life and I am tired of being treated like a cheater.

    I just got off the phone with member administration to get the information about selling our membership. I get the same treatment from the Cable company......Oh, that is right Bob Iger ran a cable company that makes sense now.
     
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  5. dmoore22

    dmoore22 Old Rock n' Roller

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    Sorry to hear about your situation with the AP purchase. We have 6 kids which still use our home address as their own. We just recently renewed our APs with the DVC discount. It has always gone smooth as silk for us (knock on wood). I usually do the transaction over the phone, they send me a voucher in an email that I can print then provide to GS when it's time to pick up the AP. The only thing is that kids have to provide an ID showing they live with us. I would recommend using the "Contact" link on the DVC Member site and send an email about this situation. They will follow-up with a phone call to get the particulars, etc. We have done that in the past. DVC worked for us in resolving the issue. It was very satisfying. They called several times to follow thru. That seems to work better than just calling and getting a random CM that is not equipped to handle guest complaints.
     
  6. TagsMissy

    TagsMissy It's not always easy being the wife of a soldier.

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    Sorry I don't see the issue --- as a DVC member I appreciate the fact that the actual DVC member needs to be present to purchase something that is a DVC perk. The perk is that of a DVC member and is there for our protection as mentioned above.

    I do hope your child lives at home with you with ID to prove his address.

    If you want your child to have your benefits without you being there add him to your account and he can then get his own membership card.

    It's the same as military discounts I can get as a spouse at shops, etc--- I am eligible but my husband needs to show his ID. Do I have a tanty because I don't get the discount if he is not with me -- no. If I want his discount I wait until I am with him or I just pay full price. I can get a family card, he needs to add me to his account -- we are just too lazy right now to do it LOL so like you I have the option to be added I just don't bother.
     
  7. TagsMissy

    TagsMissy It's not always easy being the wife of a soldier.

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    Are you saying he doesn't actually live with you, but he has some old ID with the old address that is yours on it?

    Before I comment further I just want clarification that I am reading correctly. :confused3
     
  8. Tara

    Tara Bad Influence

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    After reading the posts here, that was my question as well.
     
  9. Hmom03

    Hmom03 Mouseketeer

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    I understand your frustration, but I don't know what other choice Disney has. Unfortunately, the internet is full of ways to skirt Disney's rules and people are always finding another loophole. The only way for Disney to handle this is to stick the rules, regardless of the situation. I'm caught in one those situations myself right now. But, instead of being mad at DVC about it, I'm annoyed at all the people before me that tried to cheat their way to saving a couple of bucks that ruined it for people with real problems.
     
  10. Brave teacher

    Brave teacher DIS Veteran

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    I don't understand why you are having such a fit about DVC not wanting to bend the rules specifically for your situation. I am happy they are sticking to their guns on this one. If your son's name is not on the account, he is not a DVC member even though he has been able to benefit from your membership for the past 12 years. He is not due anything here.
     
  11. PBB

    PBB Mouseketeer

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    How is protecting you ? Please.......It does not take away anything from anyone.

    My son is a college student whose permanent address is our home. He lives here 4 months a year and is away at school for 8 months. He can not be a resident of the State he goes to school in. His legal residence is at our house. We take him off as a dependent on our taxes as well. What is next ? Do I need to submit a DNA sample to prove he is my son to appease WDW ticketing ? Please......I can't believe the stupidity some times.......

    Associate members are not eligible either for a discount on their own. Perhaps, you should have to register your family members with DVC so they know who is part of your family and who is not.

    I am sorry I can't be with him......My morphine pump that is implanted in my spinal canal does not work well with rollercoasters and ECV's.
     
  12. tjkraz

    tjkraz <img src="http://www.wdwinfo.com/images/silver.jpg

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    The problem is that if Disney was more lenient in how this perk is administered other people WOULD immediately try to take advantage. If, for example, there was some loophole that could allow renters to take advantage of the AP discount (perhaps claiming to be a step-relative with a different last name) it would be repeated ad nausem on websites and forums.

    If I were you, I'd send the child out there with a photocopy of a parent's driver's license and the DVC member card. See if a guest relations ticket agent is willing to make the exception.

    Again, if Disney made a habit of offering exceptions over the phone, it would be repeated, used and abused. I would expect nothing more from Member Services than to quote chapter and verse on the rules as they exist.

    If the rules state that an OWNER must be present, then those are the rules. :confused3

    I really don't understand the perception that Disney could/should jump through hoops to accommodate EVERY guest request. What's next--skipping attraction lines when running late for a dining reservation? Late check-outs for those with evening flights?

    Where does it all end? Disney still has to demonstrate some degree of responsibility when deciding when exceptions are appropriate.
     
  13. Cmbar

    Cmbar DIS Veteran

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    Well I for one feel your frustration. I don't think for a second that you are trying to cheat Disney. Sounds like to me that your son is not living at home (possibly off at college) in which case I totally think he should still be entitled to the benefit of a DVC annual pass. I dont' think it is cheating at all and I am sorry that a DVC member made you feel that way. Now rules are rules, so if the rules state that the member must be there for the transaction then that is a frustrating situation for you with older children. I agree that there must be a way around this rule, possibly by buying online. I hope you get it worked out. And I don't think you should sell your membership because of a few bad customer service issues. Only if you feel that the vacations you take at Disney are not enjoyable anymore. I sure hope you don't sell your membership because of some kneejerk reaction to frustration (understandable as it may be). Take a deep breath and think it through. I know things aren't as they once were but unfortunately there is going to be change in the many years we own a DVC membership. In fact my guess is that you were an owner prior to when they had DVC annual Pass discounts. So some things have changed for the good!

    Hang in there. I really hope you get it worked out. I understand your frustration!:grouphug:
     
  14. TagsMissy

    TagsMissy It's not always easy being the wife of a soldier.

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    The reason people scamming affects me is that enough people scam a system I risk losing a legitimate perk... I am not saying you are scamming but in general that is an issue.

    It was not made clear until now your son was at school. You simply stated your son had a 4 year old driver's license which had your address -- that sounded suspicious.

    This is kinda a grey situation now for me -- I do not know how a child away for college works with DVC. Technically he isn't physically living at home right now but is away at school but returns for 1/3 of the year to your home. Does that make him eligible I do not know?

    However it still stands, the DVC member needs to make the purchase over the phone as others have stated or be present to purchase a ticket. I still do not see any issue with Disney for following their rules. :confused3 It seems as though nobody is saying you cannot buy the AP for him and hand him the voucher, I certainly am not but a line has to be drawn somewhere as to how much a non-member can do.
     
  15. tay72699

    tay72699 Mouseketeer

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    I am reading that he does not live with OP. But I do know that the member has to be there with their membership card to receive the DVC AP cost. Just like each person has to be present with ID (even children from what I understand) to redeem their Give a Day voucher.
     
  16. dmoore22

    dmoore22 Old Rock n' Roller

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    I hate to be a broken record but, as I mentioned earlier, I strongly recommend using the "Contact" link on the DVC Member site and send an email about this situation. They will follow-up with a phone call in a surprisingly short amount of time. It has always been worth the effort for us when an issue has arisen. Like you, our kids are in college with our home as their "permanent" address. All of our kids are in the Disney Database so when we call to make reservations, purchase park passes etc. they will ask who is coming, etc. and verify the info is correct and update as necessary. Usually its the child's current age that is incorrect in the database. Otherwise it has always gone smoothly for us (knock on wood).
     
  17. dmoore22

    dmoore22 Old Rock n' Roller

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    "WDW Admission Media may be purchased by calling Member Services or by going to Guest Relations at the Magic Kingdom Park, Epcot, Disney’s Hollywood Studios, and Disney’s Animal Kingdom Theme Park or Downtown Disney area. New WDW Admission Media also can be purchased at dvcmember.com. At time of purchase or certificate redemption (for purchases through Member Services or online), Members must present their DVC Member ID Card, and if applicable, proof of Florida residency, and all adults (ages 18 and up) must present a valid driver’s license or state identification card showing they reside in the same household."

    Page 6, Disney Vacation Club Member Benefits Guide
     
  18. Chuck S

    Chuck S DVC Boards Co-Moderator Moderator

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    If your son has a valid state issued ID that shows your address (assuming it is not an expired license) many times they will accept a photo copy of the member's license and DVC Membership card. If he has already left to drive to WDW, you could possibly fax copies to him.

    But in the end, they are Disney's rules to interpret and enforce. If they are now being more strict, then there is nothing you can do. Discounts and perks are not entitlements under our contracts, and may be changed or withdrawn at any time.
     
  19. Tara

    Tara Bad Influence

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    The college issue is a red herring here, I think. It wouldn't matter if the son were in college away from home or living at home - he's traveling to Disney without an owner. It's an issue of ownership and what's required to purchase an AP, not who is eligible.
     
  20. BIERMUGG

    BIERMUGG <a href="http://www.wdwinfo.com/dis-sponsor/index.

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    Call member services and have him listed on the account as an associate member. If The account is in your name and your wife's , god forbid something happens to you both, He will have a tuff time proving family ownership. Having him listed as a owner is totally legal. This might also help with the annual pass.
     
  21. dzorn

    dzorn DIS Addict

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    We my BIL did not need us there. We gave him a copy of our DVC card and DL showing our address that also was the same as his. They upgraded his package ticket with no problem.

    Denise in MI
     
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