Beyond disappointed in the Admin dept at DVC, no member number

[supersnoop]

I think one has to give them some leeway on this issue. It's basically like buying a car from the next town over and having it service at your local dealership. You literally took money out out of their pocket by buying resale. IMO the savings are worth any initial hassle. Remember that it's still a timeshare at the end of the day with the inherent good and bad that brings. At the end of the day DVD doesn't want you to be able to buy or sell aftermarket, they just want you to think you can.

No, you didn't. You purchased something they they had already sold. They made their money on that deal. And, you'll never deal with the people who could have made the deal. You will only ever deal with DVCMC; the management company who is paid solely through maintenance fees. They people you talk to on the phone don't miss out on anything when you purchase resale.

 

[disneynutz]

No, you didn't. You purchased something they they had already sold. They made their money on that deal. And, you'll never deal with the people who could have made the deal. You will only ever deal with DVCMC; the management company who is paid solely through maintenance fees. They people you talk to on the phone don't miss out on anything when you purchase resale.

As far as the guides and DVD is concerned, in a candid conversation I was told that they really dislike resales and because of them, they are paid less money.

Bill

 

[supersnoop]

As far as the guides and DVD is concerned, in a candid conversation I was told that they really dislike resales and because of them, they are paid less money.

But we're not talking about guides; we're talking about the folks on the phone at Member Services/Accounting/Administration. Those phones don't get paid by sales. Their budget is purely maintenance fees.

 

[disneynutz]

But we're not talking about guides; we're talking about the folks on the phone at Member Services/Accounting/Administration. Those phones don't get paid by sales. Their budget is purely maintenance fees.

Correct but the SVP that runs DVD also runs DVC and DVCMC and ABD. A natural conflict of interest exists with DVC policies being made to push buyers to direct sales.

Bill

 

[Dean]

No, you didn't. You purchased something they they had already sold. They made their money on that deal. And, you'll never deal with the people who could have made the deal. You will only ever deal with DVCMC; the management company who is paid solely through maintenance fees. They people you talk to on the phone don't miss out on anything when you purchase resale.

Sure you did, every resale purchase is a potential retail purchase. That deal is past history. That some would not have purchased retail that did resale is really irrelevant to that fact. They lost out on the money on this deal, that they sold this one previously is not relevant to that fact either. Using the car analogy, it'd be like them taking a trade in and selling it at their cost without any upside at all. It happens but is never planned that way. DVD's way of looking at it is you're in competition with them and they'd prefer you didn't have that option. Some will say that a healthy resale market is good for DVD but that is incorrect, all they really want is the perception that one can sell later for those that investigate enough to be aware of the option and the perception you're getting more retail than resale for some reason, otherwise they tolerate it as a necessary evil.

 

[CarolMN]

Sure you did, every resale purchase is a potential retail purchase. That deal is past history. That some would not have purchased retail that did resale is really irrelevant to that fact. They lost out on the money on this deal, that they sold this one previously is not relevant to that fact either. Using the car analogy, it'd be like them taking a trade in and selling it at their cost without any upside at all. It happens but is never planned that way. DVD's way of looking at it is you're in competition with them and they'd prefer you didn't have that option. Some will say that a healthy resale market is good for DVD but that is incorrect, all they really want is the perception that one can sell later for those that investigate enough to be aware of the option and the perception you're getting more retail than resale for some reason, otherwise they tolerate it as a necessary evil.

I don't think supersnoop would disagree with you since you are talking about the Developer.

Supersnoop is looking at it from the perspective of MS, Member Accounting & Member Admin. I don't see why those groups should treat members who purchased retail differently from members who purchased resale.

I can understand why resale purchasers repeatedly calling them instead of waiting for the lengthy mail process to complete is annoying to those groups, but the solution to their problem shouldn't be to rudely refuse service. JMHO.

 

[supersnoop]

Sure you did, every resale purchase is a potential retail purchase. That deal is past history. That some would not have purchased retail that did resale is really irrelevant to that fact. They lost out on the money on this deal, that they sold this one previously is not relevant to that fact either. Using the car analogy, it'd be like them taking a trade in and selling it at their cost without any upside at all. It happens but is never planned that way. DVD's way of looking at it is you're in competition with them and they'd prefer you didn't have that option. Some will say that a healthy resale market is good for DVD but that is incorrect, all they really want is the perception that one can sell later for those that investigate enough to be aware of the option and the perception you're getting more retail than resale for some reason, otherwise they tolerate it as a necessary evil.

You're way off on that car analogy. It's like buying a used car on Craigslist and taking it to the dealer for service. You're still paying full price for service, and your service adviser doesn't care where you bought the car.

I can understand why resale purchasers repeatedly calling them instead of waiting for the lengthy mail process to complete is annoying to those groups, but the solution to their problem shouldn't be to rudely refuse service. JMHO.

Honestly, I don't think this is about making the process difficult for resale buyers or being rude. It's about security. For direct purchasers, they still send the information in the mail, but you can also get it from your guide, who can verify that you are you. When it comes to resale, DVC doesn't really know who you are, so they just stick with the policy. Member Services won't provide that information to anyone, direct or resale. We've just found the one department that is comfortable verifying your identity enough to give you your credentials over the phone.

 

[curan69]

i believe disney is trying to sabotage the resale market...and doing a pretty good job with rofr delays, estoppel delays, loading points delays, etc. i expect the time from effective date of purchase and using the points is right at four months now.

Considering I just bought a resale contract in January and it took 59 days from start to finish I must disagree. I'm sure some take longer depending on a lot of factors but I don't think Disney is sabotaging.

 

[disneynutz]

Considering I just bought a resale contract in January and it took 59 days from start to finish I must disagree. I'm sure some take longer depending on a lot of factors but I don't think Disney is sabotaging.

I disagree, based on fact they can create a new member account, load the points and allow you to make a reservation in one day. They have done it for us several times.

ROFR doesn't have to take 30 days, they know what contracts/price they are looking for.

There are ways to verify ownership but they are using the security reason as an excuse. They could require that SSN be used for all resales, some brokers pass that info to Disney, some don't.

If they will go out of their way to restrict resale point usage, they will delay resale accounts being set up.

Bill

 

[DebbieB]

This is the Dvc policy and has been for some time. Although some people do report a CM bending the rules and giving out member numbers the policy is wait and get it in the mail so many even on here report calling and not getting it.

The happy truth though is once you get your number and are set up you have your membership from now on forwards and you will be the same class of Dvc member as everyone else.

Not really. No Concierge Collection, no Disney Collection, no Member Cruise.

 

[Dean]

You're way off on that car analogy. It's like buying a used car on Craigslist and taking it to the dealer for service. You're still paying full price for service, and your service adviser doesn't care where you bought the car.

The car analogy is only poor because they actually make more money on service than on the sale. Ever what analogy you use, every single resale purchase is a potential lost sale for DVD and one shouldn't be surprised if this is communicated. Those of us who buy resale should expect a certain amount of reluctance in EVERY area except the administration of the contractual obligations. The idea that some have that they already sold and made money on it so they should just suck it up for the life of the contract is way off base, IMO. If this turns people off enough to affect their enjoyment of the membership, they shouldn't participate. That's not to excuse frank rudeness but pointing out the factual situation is not rude.

 

[gatorgirl72]

I do want to let you all know how this turned out and I apologize for the delay in doing so....the next day I called back & pressed option 3 as was suggested. The VERY nice lady promptly gave me my number and transferred me to member services for my online activation code. The gentleman I got was BEYOND nice, and even talked a little more than I normally would have liked...lol!! But he was very helpful, and as of this minute, I have 3 vacations already booked!

I still plan on sharing the info from my original post as I still find it unacceptable to be treated differently because I purchased the contract from someone who no longer needed/wanted it. But all in all, I am feeling much better, and LOVING being able to do everything online. Now, hurry up May so I can enjoy my very first stay as a DVC member

 

[supersnoop]

I still plan on sharing the info from my original post as I still find it unacceptable to be treated differently because I purchased the contract from someone who no longer needed/wanted it.

Please don't! All that could come from complaining is them closing the one avenue we do have to get member information over the phone. You weren't treated differently; everyone, even direct purchasers, are told to wait for the information to come in the mail. The difference is that direct purchasers can also get the information from their guide.

 

[Sammie]

I have to agree with Dean and pretty much once they say no, telling them you saw on here that others had been given theirs is not going to endear you to the person you were speaking to.

Glad it turned out ok in the end.

 

[crisi]

Please don't! All that could come from complaining is them closing the one avenue we do have to get member information over the phone. You weren't treated differently; everyone, even direct purchasers, are told to wait for the information to come in the mail. The difference is that direct purchasers can also get the information from their guide.

The other thing is that complaining about rudeness in staff - when you are trying to get staff to violate a policy or when complaining about a team who has enforcement as a primary duty (member administration and member accounting don't tend to get the happy calls from members) - tends to get ignored by management anyway. Not just Disney, but in general. So many customers get belligerent or rude themselves when told no that staff having to say no often gets a pass. Disney, if anything, seems to be worse about it than a lot of companies, since they have the reputation for being able to fix complaints by giving away stuff and because customer expectations for magical interactions are so high, they get a lot of baseless complaints.

 

[Minniesgal]

The other thing is that complaining about rudeness in staff - when you are trying to get staff to violate a policy or when complaining about a team who has enforcement as a primary duty (member administration and member accounting don't tend to get the happy calls from members) - tends to get ignored by management anyway. Not just Disney, but in general. So many customers get belligerent or rude themselves when told no that staff having to say no often gets a pass. Disney, if anything, seems to be worse about it than a lot of companies, since they have the reputation for being able to fix complaints by giving away stuff and because customer expectations for magical interactions are so high, they get a lot of baseless complaints.

I kinda agree there is little to be gained about complaining about a member of staff who was in fact following policy. While it may not have been as magical as it could it must be difficult for CMs dealing with many calls from people wanting them to violate policy.

 

[Minniesgal]

I do want to let you all know how this turned out and I apologize for the delay in doing so....the next day I called back & pressed option 3 as was suggested. The VERY nice lady promptly gave me my number and transferred me to member services for my online activation code. The gentleman I got was BEYOND nice, and even talked a little more than I normally would have liked...lol!! But he was very helpful, and as of this minute, I have 3 vacations already booked!

I still plan on sharing the info from my original post as I still find it unacceptable to be treated differently because I purchased the contract from someone who no longer needed/wanted it. But all in all, I am feeling much better, and LOVING being able to do everything online. Now, hurry up May so I can enjoy my very first stay as a DVC member

IMO you were not treated differently because of how you bought the contract but more because of what you were insisting they do is something that is against policy. The fact that some CMs will violate policy puts pressure on others to do so.

 

[cricket_99]

I must have lucked out, but I was able to get member number and also help in setting up my online account at DVCmember all before getting my letter. At no time (over probably 5-6 calls) was I asked if my purchase was from DVC directly or resale. I have to say that so far I am very pleased with the service I have received.

 

[DisFanatic]

So yesterday I called to see if my contract had been entered and the Mbr Service rep didn't see it so she sent me to admin, who also didn't see it but encouraged me to call back today. So today I called and the gentleman I spoke with said he saw the contract but couldn't give me the member # over the phone and I would have to wait for the letter. I advised that I knew many DVC members who were able to call for their number, he got very snippy with me. Basically, IMHO,they have NO respect for people who use this board for info on how to use their resale DVC and I was told even by his supervisor that I would have to wait for my letter before calling back & the insinuation was that anyone who says they called and got their number was telling a "mistruth".

This leaves a HORRIBLE impression on me about being a DVC member and I am beginning to regret my decision. Basically I was told that if I had bought through them this wouldn't be an issue.....feels great to been seen as a "second class citizen" sine I bought resale.....no bueno DVC

Consider this a pre-caution, with the amount of fraud going on these days, it's good that they are being careful about releasing member info.... Last thing you need is someone pretending to be you, asking for access to your account.

 

[Sandisw]

If one knows that the policy is that they have to wait until the letter comes, then one should go into the call ahead of time realizing they could be told no. I guess I don't understand why some would get upset. There is no excuse for rudeness by either party, but then again, trying to push it with the CM isn't necessary either. Just say thank you and call back again a different time.

Glad you were able to get what you needed, but let's be honest, the more that people call, the better chance they are to begin to enforce the rules. Not saying people can't try, but just be prepared to keep trying until maybe you get the CM willing to share!