Can we request a new guide?

[Elise79]

Our original guide is no longer with DVC. We went to the BLT member event while we were in WDW in May and met with a guide who was then assigned as our new guide.

Earlier this week she sent us an email saying she was trying to contact us and could we check our contact details on dvcmember.com or give her a call back.

I have called twice and left messages and she still hasn't tried to call back.

We do want add on just not right now as our exchange rate has dropped too much and I am worried that if she can't be bothered to call us back when she was trying to get hold of us when we want to go we aren't going to be able to get hold of her

Can I request a new guide? If so how?

 

[CarolAnnC]

Did you check your contact details on DVCmember.com? You state she emailed you earlier this week and asked you to check your contact details, so sounds like she has been trying to reach you first.

As far as not calling you back - well I am not sure if they are allowed to telephone to the U.K. I would suggest emailing her back and take it from there.

 

[Disneymad]

I don't recall if over the years DVC have ever called me (or had need to) but other departments certainly have so that's not a problem - would be a short sited company indeed that wouldn't spend a few cents on a call to sell several $$$ worth of product let alone a company with Disney's level of customer service

What may be more likely (assuming your contact details are up to date) might be time difference though. I'm fairly sure that guides can work various hours throughout the day and if your guide is a thoughtful one there may not have been an opportunity to call you yet that wouldn't be late at night. If so this is a good thing as one time a Disney rep forgot about that and I got a call well after midnight

Edit: also, it might be her day off or on vacation. I'm sure I remember reading of a person complaining about their rep not calling back only to find she had had a baby! But no one was covering her voice mail or email and even the operator didn't know. It was only when she asked to speak to a different agent that it was found out. Disney aren't always known for their inter-company communication

 

[TLinden16]

I was able to change my guide. I went to an event in December, and wound up adding on. I was familiar with the guide at the event, and asked him if it was possible to change it so that he was my guide. There was a manager at the event, so he called her over, and I asked her if I could switch so that he was my guide, and she said they would take care of it. Less than 24 hours later, she was my guide.

I had a similar issue with my previous guide. He wouldn't return calls, and just wasn't really available to help.

I would think if you called up member services they would be able to connect you with a manager in charge of guides to help you make the switch.

 

[disneynutz]

We have changed Guides twice. Call (800) 800-9100, ask for a manager and tell them what you want to do.

Bill

 

[needtogomore]

As far as not calling you back - well I am not sure if they are allowed to telephone to the U.K. I would suggest emailing her back and take it from there.

We have been called several times by our guide in the UK.

 

[CarolAnnC]

We have been called several times by our guide in the UK.

This shows even more so that the OP needs to check her contact information then, since the OP stated: "Earlier this week she sent us an email saying she was trying to contact us and could we check our contact details on dvcmember.com or give her a call back ".

Sounds like she probably did try to call then, but did not have current contact information. I definitely think the Guide should have been given the benefit of the doubt, and would check it out before asking for another Guide. After all, she did email them just this week...

 

[ILuvMulan]

This shows even more so that the OP needs to check her contact information then, since the OP stated: "Earlier this week she sent us an email saying she was trying to contact us and could we check our contact details on dvcmember.com or give her a call back ".

Sounds like she probably did try to call then, but did not have current contact information. I definitely think the Guide should have been given the benefit of the doubt, and would check it out before asking for another Guide. After all, she did email them just this week...

I agree... give your guide the benefit of the doubt. It has only been a week, remember they also work on the cruise ships at times. The last time (and only time) that it took my guide over a week to call, that was the case.

 

[disney67]

We bought our DVC 10 years ago and our DVC rep left or got promoted . then dvc decided to give me a guide that was not quite up too snuff. so when they opened the new doorway to dreams in NY i ask the rep here and he said all i had too do was write a letter to his boss and tell her why i want the swap . He is now a really awesome rep !!!