Anyone else concerned?

[Dodie]

I'm not directly affected, but it concerns me as a new member very much. Imagine the folks who aren't DIS-ers who have been impacted by this and haven't been following the thread to see exactly what's happening. It's obvious that "we" know more about the situation (and the poor way it's been handled) than MS does at this point.

 

[gobofraggle]

We've had the impression for years already that DVC are excellent when things are running as normal and hopeless when something out of the ordinary happens.
They have their routines and procedures but it's like nobody has decision-making power when something unexpected happens.

We had a change of surname in our family years ago and that was a catalogue of confusion and lost (by DVC) documents resulting in a $50 meal voucher worth a lot less than the documents. It took so long to get that far, we didn't complain any further.

Now, we were promised that something would be refunded. Six weeks have passed and no word. It's the kind of thing where somebody has to 'own' the decision. It seems that maybe the power structure doesn't allow decisions to be made quickly. People are afraid of owning problems and solving them. We all know of organisations like that: where a problem is not an opportunity to shine but something people don't want to be tarnished by, so they pass it on or ignore it.

I hope that as DVC grows - and it's growing so quickly - there will be reorganisation to address these things. It's evolving rapidly and power needs to be devolved down to the people interacting with the members.

We need to start some kind of Member Awards: Best Guide; Most Helpful CS; DVC Problem Solver - nominations and certificates.

 

[Simba's Mom]

Update on me:

Well, the GV was just as I suspected and Dean said...out of DVC's inventory.

But I do have good news. We are now in a 2BR and a studio at SSR. We received a $225 room credit for snacks because we lost the lounge and will have daily housekeeping. I am NOT being charged the points for the studio, just the 2BR. I am satisfied with that.

Tara was the person I spoke to and she did what I expected them to do at the beginning.

I am, of course, disappointed about the concierge level and the fact we have to split up a little. But I now at least feel like DVC has done something to accommodate our party and to make up a little bit for moving us.

I'm so relieved for you, but this is the type of offering they should have had for you in the first place-you shouldn't have had to go through all of this for it! If they could do it now, why couldn't they do it then?

 

[cseca]

Another thing I want to say is that I will stop "promoting" DVC for now until I hear a better OVERALL resolution for this issue.
I feel like (I'm sure all of you on disboards too) I am one of the "free" dvc agent in my area... . I will talk to whomever interested about disney/DVC. But not anymore. I would not promote any of this nonsense until they clean it up and clean it up well.
It probably won't matter to DVC since I am 1 out of the hundreds of thousands member now. But my opinion of them has severely dropped and I've decided to not add on for awhile... (we are strongly thinking about adding on at AKV and GCV).
It's a sad decision for me but I feel like as the displaced members you (and by extension ... me) were treated very poorly. I wouldn't want to drop more $ to a division of Disney that disrespects their guest/owner. That's not the disney I'd support.

 

[dianeschlicht]

I'm concerned at what I see as DVC's version of "customer service" and how they're making it right...NOT!

I agree! That is the worst part of all this....a lack of customer satisfaction and lack of caring that the customers aren't satisfied.

 

[2Princes2Princesses]

When I called my friend to tell him that we were not going to be jammed in like sardines, he asked if I was happy.

Satisfied? Yes. Happy? No. I had to call to even find out this was happening and then call back repeatedly to be given a room that fit our needs, like I was expecting the moon.

I would have been happy if this had been offered on that first call. I would have been happy if DVC had called me about the move. But they didn't. So I am far from happy with them.

This IS going to impact my answer when people who are interested in buying ask me about DVC. It is also going to impact my adding on in the future. When I am ready to make the decision, I know this is going to be in the back of my mind. While it is not a common occurrence, the handling of it was just dismal. Even though our issues were resolved, it seems the situation is still inconsistent and confused over at MS. Some people are now being told that oops, you are not moving, others are being given concierge access at BW, others are simply getting rooms whereever, and others have not been told one way or another if they are being moved. Whether the lounge itself will be closed is up in the air, noone seems to know that either.

Just a mess. A poster said this was sprung on DVC, but really, they should have some kind of protocol for these types of things. Especially in a place that experiences hurricanes and there is a yearly possibility of rooms being out of commission unexpectedly and suddenly.

 

[snowwhitemom]