Bad customer service from customer service dept.

[KCK]

If Disney reads these boards, they should pay attention to this episode.

We went to HH in March, and were a little disappointed with the accomodations as we did not get the room we had requested, but mostly because the fridge did not work and ruined our ice cream (they did replace both the fridge and the ice cream).
But not a huge deal, and we forgot about it. This morning the phone rings and it's a rep from DVC. As my wife answers, she gets put on hold while the rep takes another call!
When the rep gets back, she tells my wife they received a letter of complaint from us and she's calling to discuss it. My wife informs her we did not write a letter and the rep has the wrong number. Bye bye.
Five minutes later the phone rings again and its the rep again, saying the same thing again!! My wife passed it to me (thanks) and we go through the routine again:
Rep: You had a challenging stay at Hilton Head?
Me: Well, a little.
Rep: You said the carpet was dirty?
Me: Um, I remember noticing that, but don't remember complaining about it.
Rep: Well, we have a letter from you about it.
Me: Letter? You have the wrong person.

Click. End of conversation. No polite closure, no apology for two wrong numbers, and this after they know that I am a DVC member also. And all this from a person who is trying to resolve a customer service issue!! More like creating a new one. Mr/Ms Dirty Carpet complainer, I don't think you have much of a chance of getting anything resolved if and when DVC Customer DISSERVICE (pun intended) does get a hold of you.

 

[Dean]

I wonder if you mentioned the carpet on a comment card or at checkout. It sounds like they got the info someway and were trying to follow up on it. Overall, I'd say this is a positive episode of trying to follow up on, as they should have. Still the misunderstanding didn't seem to go well.

 

[raidermatt]

That's certainly a bizarre experience...

If it was about something that I had noticed, but hadn't thought I'd complained about, I would have asked for a copy of the letter, or asked them to read it to me (including the name) to "refresh my memory".

Maybe it was a CM who wrote up the issue and heard you mention the carpet in passing...

Or, maybe it was as you suspected and was somebody else's letter.

Regardless, I would have liked to known more, especially since you did notice the dirty carpet...