Administration set up process after resale is a joke

[Cricket2]

What exactly takes them so long and makes it such a drawn out process to get resales into the system and points put into the account? Why does it take 10 days to make up a number?

How is putting points into an account a separate step from creating the account?

Apparently member administration is closed today. Why?

Why can't we talk directly to them?

Makes me wonder why they are hiding.

Can you tell I'm pretty ticked off?

 

[T.E. Yeary]

When you find out the answer to these very important questions, will you pass them on to me?

I've been asking the same ones, over and over and over and over!!!


Thanks,
Tom

 

[CarolA]

They are probably closed for the 4th. My company got both today and Monday off! WHEE!

As to the other... it's probably like any other company. Job security. Everyone has thier "turf" and if they give up thier "turf" to make things go faster, then they might not be needed... so they hold on.

 

[calypso*a*go-go]

We were in the system in just a couple of days after we closed. I was completely happy with the entire process and pleasantly surprised as I was expecting the worst. Of course, that was a year ago...are there so many transactions going on that they are overwhelmed/backlogged?

Regardless of the reason, I hope you are "accounted" for soon. Good luck!!!

 

[tamu91]

It took about 7 days after closing for us to show up as member and 3 more for our points to be tranferred so 10 days sounds about right

 

[kathleena]

Apparently member administration is closed today. Why?

Not sure if this is a separate area from Member Services, but I just called them and they are open.

 

[Cricket2]

They are not the same as member services. Did you talk with someone in administration? That's a feat in and of itself much less on a day where they are closed.

 

[JohnNJ]

Is administration the same as quality assurance? I spoke to them this morning.

 

[ralphd]

I would not spend this much time worrying about whether it takes 10 days or 7 days to set up an account. The contract has to be filed at the Orange County courthouse and the process to set up the account probably starts after the legal process.
I also would not criticize anyone because they are taking a holiday. A look at a persons own business/job might produce similar questions.

 

[lllovell]

I think the issue here is that once everything is closed, why do re-sales take 10 days to get in the system and direct sales are almost instantly able to make reservations.

Someone else pointed out (maybe Spicey) that this is the only place which Disney seems to not treat re-sales the same as new sales so maybe they take advantage of it a bit and dont push for the same level of customer service. Might be true. Might just be that its one woman's job, she took an off day today and when things like vacation, sick time, etc come up no one else does her job for her so things back up.

I hope you get in the system soon Cricket.

 

[Cricket2]

I would not spend this much time worrying about whether it takes 10 days or 7 days to set up an account. The contract has to be filed at the Orange County courthouse and the process to set up the account probably starts after the legal process.

When you need to make short notice reservations, you do need to worry if it takes 7 or 10 or 13+ days for something that seems like it should take 2-3 days especially after even member services stated that it usually takes 10 days to complete and also when direct sales have almost instant availability. The contract has been filed at Orange County. It only took them 2 days to do so. What made you think that it wasn't?

DVC is a member service based company. Taking a day off that others do not take off is not very "service based". There should be coverage at all regualr Member service hours.
You cannot call to speak with anyone directly in that department, again, not very member service based.
Other comments were made by member services that I will not repeat here because they may or may not be true but the comments lead me to believe that member administration treats resales as inconveniences rather than the purpose of their job.

 

[ralphd]

Can you tell I'm pretty ticked off?

That much is evident!

We have always received good service from MS and Admin. Don't know the full process to process a new account and would not be as quick to criticize.

 

[kathleena]

They are not the same as member services. Did you talk with someone in administration? That's a feat in and of itself much less on a day where they are closed.

Sorry - I was refering to talking with someone in MS - I wasn't sure if they were the same place. But - I wonder why MS would be open and MA would be closed? You might think they would have similar hours/holiday schedules.

 

[Dean]

Many people find themselves in the system after 3-4 days from closing. I think part of the hold up is on the end of the closing company. Lets assume you close on Thursday and they put the paperwork in the mail Friday (but miss the mail pickup for day) It goes out on Monday and gets to DVC on Wed but isn't seen till Thursday. It's then put in on Friday afternoon. I think most of them just use regular mail and suspect some deliver directly by courier about twice a week.

Maybe I'm just lucky but I have the phone and emails of two or 3 people in this department if no one has left the job. Plus, I think a fair number people are actually in the system when they call and MS just has trouble finding them.

 

[T.E. Yeary]

Nice try, but the packages are sent by courier from the title company directly to Disney.

 

[RayJay]

Many people find themselves in the system after 3-4 days from closing.

Took 7 days for me and I was making ressies, we are now on day 3 after 2nd closing waiting to get in system, but I won't care this time cause I'll be in WDW in 4 days, yippeeee.

Sorry Cricket, but I don't think it's intentional, I've learned in this world that pushing things thru a process/system takes time, you never know what they are dealing with, what may seem like an easy process to the customer is always difficult when you are the one actually working in there trying to break down the internal barriers. Does that make sense?

Anyway, happy 4th
RayJay

 

[JimC]

...Can you tell I'm pretty ticked off?

Yeah. Like any business they have days off, staffing levels that get strained during periods of peak activity and the like. This is backoffice administration for vacations, not the ER of a trauma center. If the process they set up requires a certain number of days so be it.

 

[jennypenny]

I don't think it's a matter of disney treating resales differently. When we did the 120 point add-on at SSR with the 100 point bonus, my guide told me that the 120 points would be available the next day. He then said that the 100 bonus points would take 7-10 days to put into the system because they had to be added manually "just like repurchases" and when they are busy it can take that long.

So maybe they are busy and that's why it will take a little longer. It also explains why setting up the account is different--maybe accounting or someone does that, but manually adding points is a more clerical job that happens in another department.

I'm just speculating based on what my guide said once. It would explain why the time varies also.

If you call someone other than MS, you might get more answers. Call accounting . . .they always seem *very* happy to transfer on to another department

Jenny

 

[Cricket2]

If you call someone other than MS, you might get more answers. Call accounting . . .they always seem *very* happy to transfer on to another department

Well I think that's one of the problems. Since that department doesn't take direct member calls, they have no incentive to be member service oriented since there is no one to hear our complaints. My email to that department wasn't even acknowledged.

I suppose 10 days isn't that long to get everything set up if that's the "official" amount of time it is supposed to take, I just don't like that they leave us in the dark when it's going to take longer without even giving an excuse. They just didn't get it done and we have to deal with it because it's "resale". I don't even have a useless guide to complain to because I'm a nobody to them until the points exist in my account. They won’t even tell me any availability of reservations until I have points. I just wanted some idea of how busy a week was so we could begin to look at airfare and whatnots.

Since the County can file their part quickly (within 2 days in this case), Disney should be able to keep up their side of the work as well since we are their customers.

 

[JimMIA]

I also think they are a little in the weeds because of the last-minute sales ahead of the SSR price increase. It took them almost a month to send me the darn contract!