Anyone else feel neglected by their DVC guide?

[Stinkerbell317]

Maybe I am being overly-sensitive, but I am definitely NOT getting a warm, fuzzy feeling from my DVC guide. He neglects to call back, when he finally does so it's always at 5pm-ish so I have waited all day for a return call. I have hinted at teh fact that I am a stay-at-home mom who has to feed her kids at that time of day, but when he does bother to call me back, it's that time. And when we are on the phone I feel like he's not committed to our converstation. Usually puts me on hold for a minute or 2 during each conversation. Also he seems to race through the information so quickly I find myself more confused after the call than before. Anyone else have this experience? I guess I expected more personalized attention considering the size of investment we are abt to make! I honestly would like to switch guides, but would feel guilty just bc I've talked with him at least 3 or 4 times now. Suggestions?

 

[Granny]

The Guides are sales people, pure and simple. Your Guide will make money if you purchase DVC, and while I'm sure that AKV has them hopping, there's really no excuse for poor service.

I'd call the general sales number, ask for a supervisor and politely explain your dissatisfaction. You should get prompt, curteous attention and no sense of being rushed. Also, any sales person worth their salt can make a notation on best time to return a call.

I'd switch, but then I don't have a lot of patience for people who can't provide good service for customers that are sitting on their doorstep ready to buy.

 

[Alexander]

Geesh, we really liked our guide. Granted I have only talked to her a couple of times on the phone, but she was always attentive and took care of things pronto.

In fact when we were staying at SSR in April, she called the room to say "hello" since she noticed we were staying there. She wasn't calling to make a sale either. No mention of add-ons or anything. Just "hello, and I hope you are enjoying your stay."

The funny part is we've never even met her in person! I could have passed her 20 times during our stay and not known who she was!

 

[starbox]

Anyone else have this experience? I guess I expected more personalized attention considering the size of investment we are abt to make! I honestly would like to switch guides, but would feel guilty just bc I've talked with him at least 3 or 4 times now. Suggestions?

I did and I switched. We were looking to do an add-on and had be reassigned to a new guide when our original guide left. The new guide did not return calls promptly, was very short and dishonest when we talked. I was annoyed because I was such easy money - I basically called up to say "hello, I'd like to buy more points!". I could not see giving the guy a commission for making the experience of buying more DVC more difficult. I called and got a new guide who was very nice and did wonderful things like give me her cell phone number so that I could call her if there were any problems. It really does not take much to be a good guide, and I personally can't see rewarding people with a nice commission for really sub-standard service. I'm not looking for puppies and sunshine, but. IMHO, a professional, friendly, and courteous guide is not an unreasonable request.

 

[disneynutz]

Maybe I am being overly-sensitive, but I am definitely NOT getting a warm, fuzzy feeling from my DVC guide. He neglects to call back, when he finally does so it's always at 5pm-ish so I have waited all day for a return call. I have hinted at teh fact that I am a stay-at-home mom who has to feed her kids at that time of day, but when he does bother to call me back, it's that time. And when we are on the phone I feel like he's not committed to our converstation. Usually puts me on hold for a minute or 2 during each conversation. Also he seems to race through the information so quickly I find myself more confused after the call than before. Anyone else have this experience? I guess I expected more personalized attention considering the size of investment we are abt to make! I honestly would like to switch guides, but would feel guilty just bc I've talked with him at least 3 or 4 times now. Suggestions?

He doesn't fell guilty calling you at dinner time even though you have hinted that it is not a good time. You owe him nothing. As I have said before, your Guide is not your friend. You are your Guides meal ticket. You need to speak up and make your expectations clear. Based upon your comments I would switch Guides. Call the sales office, and it is a sales office, not a preview center. Asked to speak to a Manager. Tell the Manager what you expect from your Guide and request a change. Good luck.

 

[tjkraz]

I think all of the advice given here is more than fair. BUT, if it were me I'd give it one more try and be 100% honest with him. I know you said that you've "hinted" that certain times are bad, but maybe the hint wasn't quite clear enough.

If you get voicemail, I'd suggest being direct and giving him the hours when you will be available to speak. In lieu of that if he calls at a bad time, just be blunt and let him know it's not a good time and see if the two of you can coordinate an EXACT time to speak later that day or the following day. If he's unwilling or unable to adhere to the requests, then I'd certainly request a switch.

 

[Stinkerbell317]

Well, today I have to take back a lot of what I said in my op. Talked to my guide at length today abt DVC. He checked availability for me for 2 potential trips, put some dates on hold for us, answered all my questions so that I understood all the details, even gave me his cell # so my DH could reach him after hours with his questions. I am feeling much more at ease now, and we should be AKVers by the end of this week! Thanks for all your support!