7 Month Window/Mean Member Service CM

[dcal]

At the advice of this board and several helpful Member Service Cast Members, I booked SSR (home resort) for October's family trip, fully intending to switch to an Epcot resort, BCV or BWV. The advice was great, we called daily and booked a 2br BCV villa without any issues...almost.

After this weekend, Monday, I called to book the three corresponding days on the calendar. I was immediately lectured by a Member Service CM named "Wendy" and was immediately put on hold for a long time. She returned and told me I should have done this 11 months ago. I said, "It's not my home resort and I'm at seven months". She became really agitated and berated me for switching daily. "You people can't do this." She kept stating what days...can't you figure out what days? Like I'm stupid! "You can't switch daily"! This is not allowed. She told me to read my manual and not to try this again! She repeated "read your manual, don't you have a manual."

Then, she put me on hold again, cancelled my SSR remaining reservation. She then failed to book the final eligible day. I can't help but think it was on purpose. At the end, she sarcastically said, " I hope you and your family enjoy your trip".

Luckily, I realized she "forgot" a day. I called right away and got another CM, Tanya?. Sweet as ever and consistent with all the other Member Service CM's. Very helpful! I called today and was fortunate enough to finish my reservation with another wonderful CM (who incedentally advises booking daily in some cases).

So, thank you all for your excellent advice on booking the changes daily!
I paid some big bucks for this place. I haven't even arrived for the first time yet, I've already been treated poorly. The way I see it, we should be able to call as often as necessary to get the place we want.

Think I should report her? If so, to whom? Anyone experience this type of treatment?

 

[MinnieGirl33]

I am the type of person that believes rudeness should not be tolerated in any form. If you feel strongly enough about how you were spoken to then I think it appropriate to convey that to MS in a polite, non-confrontational manner.

 

[sk8belle]

There should be a place on the member website where you can send feedback. Be sure to include the name of the person and what time you called.

 

[J and R's mom]

How VERY un-magical. I would imagine that DVC would be very upset to know that they had a MS CM that speaks to the customers that way. I would let DVC know about it. That can be bad for business. As was already posted, the DVC member website has a form under Contact Us that you can use.

Good luck and congrats on getting the reservations switched, in spite of Wendy.

 

[Sammie]

As stated there is a place on the website to send comments. Sorry you had an unpleasant experience. There is never any reason for Member Services to be rude.

That said, I did have an interesting conversation with a staff member at Member Services yesterday. She wasn't what I would call rude, but she was less than the usual overly friendly CMs I get at MS. I asked was she having a busy day, trying to lighten the mood.

She said, "I am sorry if I sound put out, but honestly I have had several calls today from Renters that haven't even rented from a member yet and wanted info about Renting and the Dining Plan". She said one was really rude when she asked her where she got the phone number. She told the CM, don't worry about where I got it.

The person said she was not going to try to find someone to rent from until she had all her questions answered.

She went on to say she had also received numerous calls from Renters that have rented but not come to WDW yet, wanting info about views, perks for members such as the ticket discount, dining plan, use of pools, valet parking, and would they make ADRs for them.

I know that all that rent are not acting like this but I forsee with the Dining plan a new situation with Renters.

 

[littlestar]

That said, I did have an interesting conversation with a staff member at Member Services yesterday. She wasn't what I would call rude, but she was less than the usual overly friendly CMs I get at MS. I asked was she having a busy day, trying to lighten the mood.

She said, "I am sorry if I sound put out, but honestly I have had several calls today from Renters that haven't even rented from a member yet and wanted info about Renting and the Dining Plan". She said one was really rude when she asked her where she got the phone number. She told the CM, don't worry about where I got it.

The person said she was not going to try to find someone to rent from until she had all her questions answered.

She went on to say she had also received numerous calls from Renters that have rented but not come to WDW yet, wanting info about views, perks for members such as the ticket discount, dining plan, use of pools, valet parking, and would they make ADRs for them.

I know that all that rent are not acting like this but I forsee with the Dining plan a new situation with Renters.

It sounds like Disney Vacation Club is going to have to get stricter on these rental/nonmember calls. They always ask me for my Membership Number and last four digits of my Social Security Number before they will even talk to me. I don't understand how non members are getting away with using this Members only 1-800 number and getting answers to anything when they are not a member? It will only get worse if they don't nip it in the bud (as Barney Fife would say). My brother and his family and sister and her family are checking into Old Key West today on my points. Did they bug Member Services with requests, etc.? No. I took care of requests when I made the reservation for my family to begin with. If there would have been any changes needed, they would have called me and asked ME to make them. I'm the member.

 

[NMW]

As stated there is a place on the website to send comments. Sorry you had an unpleasant experience. There is never any reason for Member Services to be rude.

That said, I did have an interesting conversation with a staff member at Member Services yesterday. She wasn't what I would call rude, but she was less than the usual overly friendly CMs I get at MS. I asked was she having a busy day, trying to lighten the mood.

She said, "I am sorry if I sound put out, but honestly I have had several calls today from Renters that haven't even rented from a member yet and wanted info about Renting and the Dining Plan". She said one was really rude when she asked her where she got the phone number. She told the CM, don't worry about where I got it.

The person said she was not going to try to find someone to rent from until she had all her questions answered.

She went on to say she had also received numerous calls from Renters that have rented but not come to WDW yet, wanting info about views, perks for members such as the ticket discount, dining plan, use of pools, valet parking, and would they make ADRs for them.

I know that all that rent are not acting like this but I forsee with the Dining plan a new situation with Renters.

That is a perfect example of why you should have to key or speak your member number to get transfered to MS when you call. I bet a lot of renters or potential renters would hang up after hearing that.

 

[KelNottAt]

Does anyone know if DVC MS is one of those "your call may be recorded for quality purposes" call centers?

If it is, then definitely identify the CM by name and indicate the date and time of your call. Management should be able to go to the tape and hear for themselves.

 

[D&R love Disney]

I had a great CM for my first call to Member Services today. Sorry you had such a bad CM but glad you got your reservation straightened out.

 

[dcal]

After my post, I called Member Services and voiced my concerns. I was immediately connected with a manager. Management was awsome! They listened and, they told me they would investigate. It seems as though they can get a recording based on my phone number, which I more than happily provided Most of all, they agreed that I should have been treated better. They found the CM's abrupt manner unacceptable. It seems that she is not a long term CM, possibly new.

I gather from some replys that I may have appeared to be a renter. Sorry, maybe I was not too clear. I'm a new SSR owner and bonafide DVC member! I do not believe that a CM should treat anyone, like I was treated, member or not. Our first trip "home" is in April. and yes, I gave all my info to the CM. Last four of SS# etc... and this reservation is for me and my family! I even booked an extra studio (83 pts) for my mom!

All's well that ends well. But, if you have a similar experience, the managers at member service are attentive and willing to listen!

 

[shantay1008]

I usually am against anything smacking of exclusiveness, but in this case I have to agree with those who say renters shouldn't be using Member Services, especially just for fact-gathering missions.

Having said that, however, if it's true that renters often do go on to become members, it would be in DVC's best interest for them to get the information they need so they want to buy into the program. Plus, it's not like they're getting the rooms for free. They should be able to get the information and whatever else they need to have a great vacation.

Interesting problem.....

 

[shantay1008]

"It's not my home resort and I'm at seven months". She became really agitated and berated me for switching daily. "You people can't do this." She kept stating what days...can't you figure out what days? Like I'm stupid! "You can't switch daily"! This is not allowed. She told me to read my manual and not to try this again! She repeated "read your manual, don't you have a manual."?

I thought it was completely acceptable to book daily at the seven-month window, and did it myself for this last vacation. Is is true that this is against DVC policy?

 

[jarestel]

I thought it was completely acceptable to book daily at the seven-month window, and did it myself for this last vacation. Is is true that this is against DVC policy?

There is no policy against booking day by day. As long as the booking falls within the acceptable windows, it's tickety-boo. Sounds like it was a policy dreamed up by a CM who didn't want to do it.

 

[Sammie]

After my post, I called Member Services and voiced my concerns. I was immediately connected with a manager. Management was awsome! They listened and, they told me they would investigate. It seems as though they can get a recording based on my phone number, which I more than happily provided Most of all, they agreed that I should have been treated better. They found the CM's abrupt manner unacceptable. It seems that she is not a long term CM, possibly new.

I gather from some replys that I may have appeared to be a renter. Sorry, maybe I was not too clear. I'm a new SSR owner and bonafide DVC member! I do not believe that a CM should treat anyone, like I was treated, member or not. Our first trip "home" is in April. and yes, I gave all my info to the CM. Last four of SS# etc... and this reservation is for me and my family! I even booked an extra studio (83 pts) for my mom!

All's well that ends well. But, if you have a similar experience, the managers at member service are attentive and willing to listen!

No I understood completely you are a member, my point in sharing was maybe your CM was out of sorts due to the problems described to me from the CM I got. Absolutely no reason to be rude to you, but might explain why you got someone that acted that way.

Believe me that type of behavior is not the norm when calling Member Services. I just hope that these persistent callers don't ruin the friendly atmosphere we have all enjoyed for years.

If you read my first post I stated there was no reason to be rude, but felt what was explained to me, might be the reason some are having a bad day. This type of behavior is rare from Member Services.

Glad you were able to get the issue resolved, I would not have expected any less from DVC.

 

[Sammie]

I usually am against anything smacking of exclusiveness, but in this case I have to agree with those who say renters shouldn't be using Member Services, especially just for fact-gathering missions.

Having said that, however, if it's true that renters often do go on to become members, it would be in DVC's best interest for them to get the information they need so they want to buy into the program. Plus, it's not like they're getting the rooms for free. They should be able to get the information and whatever else they need to have a great vacation.

Interesting problem.....

They need to ask the member they are renting from though. Not Member Services. The member would be able to tell them everything they need to know. Considering most are getting the rooms at about 50% of what Disney charges, maybe they can answer half of their questions.

 

[tmt martins]

I usually am against anything smacking of exclusiveness, but in this case I have to agree with those who say renters shouldn't be using Member Services, especially just for fact-gathering missions.

Having said that, however, if it's true that renters often do go on to become members, it would be in DVC's best interest for them to get the information they need so they want to buy into the program. Plus, it's not like they're getting the rooms for free. They should be able to get the information and whatever else they need to have a great vacation.

Interesting problem.....

Yes but at this point they should transfer or refer them to a Guide .I PAY for MS as in MEMBERS not RENTERS S.and the people renting should not be the ones calling .

I have NO problem with renters or rentees just they don't have all the info the owners have and they could be answered by them and not tie up MS on stuff thats in our handbook.

 

[byoung]

So far I have had no problems with the cm's I have talked to, they have been nothing but great.

 

[byoung]

So far I have had no problems with the cm's I have talked to, they have been nothing but great and helpful.

 

[beacher]

Yikes - I book day by day even at the 11-month window and always have. I wouldn't ever want to hear I'm not supposed to.....

 

[crisi]

I had one crabby CM. I bought resale and called to see if I was in the system yet and to get the password for the old member site. I was told that she couldn't look it up or give it to me and I should wait for it to all come in the mail.

When I called back the next day, the CM gave me both pieces of information.