Cruise resale disappointment

[skylynx]

Thanks for those who are commiserating with me ...I assure you, I am telling this story with no embellishment. The truth is dramatic enough.

I wanted to give the allegedly vacationing very senior sales rep a couple days to respond before I draw my sword, so to speak. I'll write a note over the weekend if DVC and the sales rep determine we're not deserving of any kind of response.

We already have another use year for our SSR and VAK contracts, and juggling the two right now is enough for us. Our other 25 point VWL contract has an April use year, and it just makes sense to buy in the same use year so we have enough combined points to book a couple night stay.

In the grand scheme of the world, disappointment over miscommunication surrounding a time share sale hardly even qualifies as a problem, but since Disney as a company derives a lot of revenue driven by people's emotions, I feel it is worth following up on this miscue.

 

[keishashadow]

Just got off the Feb 9 Fantasy...cruise was great. For a Valentine's gift to each other, DH and I decided to buy a 25 point add-on at Wilderness Lodge to combine with our other 25 point non-Disney direct resale contract. We have points at SSR and AKV, but VWL is our favorite place to stay. We found out the VWL points were $102. Although that's substantially higher than resale, we have found small Wilderness Lodge resale points with our use year (April) don't come along very often. The closing costs were $97 through Disney (substantially less than we paid for closing costs on our non-Disney direct resale) and we'd be eligible for the waiver to bank the 2012 points. So effectively, it "felt" like we were getting some bonus one-time points even though it was just a factor of purchasing points late in a use year. We decided to go for it.

We met with the sales rep at the DVC rooms at the bottom of the ship where we were shown there were three available sets of April use year VWL contract points, enough to take our 25 out of them. We filled out the paperwork and the sales rep said we couldn't actually sign then because it was for a "sold out" property, but that we COULD sign them at the DVC sales office at Kidani since we are staying at AKV post cruise. Gave our credit card # for the deposit, received a hearty "congratulations on your purchase" and off we skipped.

Today, we went to the sales office at Kidani to sign, and a less-than-friendly woman told us we must be mistaken, there was no contract. What? When we didn't just slink away, she took our two member cards (two contracts), went away for a long time, and then came back with the QA guy who told us they found the contract, but that we were actually just put on a wait list. For crying out loud! Our sales person definitely did NOT mention anything about a wait list...the sale was a "done deal" down to the conversation we had with her about using our new points to book a DVC stay around next year's cruise. QA guy admits they dropped the ball and that the sales person on the cruise shouldn't have told us those points she showed us in the inventory were available and should have mentioned the wait list. He said he called her cell phone (she wasn't on the ship this week) and he thinks she didn't call back because she's on vacation.

Certainly not the end of the world, and we may eventually get the opportunity to buy the points when our wait list number comes up, but it still stings a bit. I'm going to take this as a sign I should go back to hunting for another non-Disney resale where we might be able to get more points for less money, and maybe even a loaded contract. Our first VWL contract was like that. I've been watching a couple different re-sellers for about a year now, and no April use year small point contracts have come up for VWL that I spotted...I know how limited the inventory is, which was why we were willing to pay more to get points in our use year direct through Disney. Sigh.

Unfortunately, it appears you were operating on a verbal agreement which is worthless. I'd have been uncomfortable giving my CC information (to DVC or anybody else for that matter) without having an executed contract in hand.

It's 'convenient' that the onboard sales rep was on vacation when they were contacted by DVC. I'd make sure to touch base with your contact within the week that was referenced, if only to hear how they're going to spin this broken promise of 'a done deal'.

That said, imo along with the sales rep being questioned (and being retrained) an apology & a token disney gift card paid would certainly be a nice gesture on the part of DVC.

 

[Dean]

I meant last "day", not "stay." And I would think that they would be responsible for some type of compensation if the story as told to us here is 100% correct.

I don't see where any compensation is appropriate. It was a verbal contract and the points were not available. They likely were at some point but by the time the buyer could enter into a legal arrangement the points were not there. It's no different than you put in a bid on a house that just sold. Any compensation would come from DVD not DVC in this situation.

 

[skylynx]

As I've mentioned a couple times, I'm not seeking compensation. I am seeking some kind of response from DVC, and particularly the very senior sales rep for allowing us to go through the bogus procedure of purchasing points and rearringing plans on our last day of vacation to show up for a contract signing meeting when there was never any deal.

I don't quite see it as analagous to making a bid on a house only to find it was already sold (unless the bid was actually accepted, which is more the case here). The difference is, as I see it, on Monday, Feb 11 after the onboard DVC member presentation we filled out the entire sales purchase form, not a wait list request, so this was not a verbal arrangement. The sales rep showed us on the big screen the actual VWL inventory that indicated enough points in our use year showing available for purchase. We completed together all the required paperwork, sans the signatures, and left our credit card number for the deposit of $500 plus $96 closing costs. All we needed to do then, she said, was show up at Kidani when we got off the ship to sign the paperwork she'd send across to the mainland and pay the balance. Our 25 2012 points would be available right away and they'd waive the banking deadline so we could roll them over and have 50 points available on April 1. There was no mention of a waitlist or of there being any possibility these points would not be available.

Post cruise, on Sunday, Feb 17 we left one of the parks in time to make our appointment at Kidani (after transferring money so we could pay the balance) and found out then there was no sale after all and we were merely added to a wait list. The QA person at Kidani said he tried to call the cruise ship sales rep to understand why we were told we had purchased the points but got only a voicemail and the call was not returned.

Call me crazy, but I don't think I'm out of line expecting some kind of an explanation and maybe an apology for the time we wasted pursuing this fantasy purchase. I could have gotten on the waitlist for VWL points any time from home and not left a theme park to find out we were fools.

 

[Sammie]

QA guy admits they dropped the ball and that the sales person on the cruise shouldn't have told us those points she showed us in the inventory were available and should have mentioned the wait list

Isn't that the explanation of what happened. As to why, Dean probably has it correct in that the points were there when you were sitting there looking at the screen and gone by the time you got to Kidani.

As to apology, they are not very good about that.

 

[Dean]

As I've mentioned a couple times, I'm not seeking compensation. I am seeking some kind of response from DVC, and particularly the very senior sales rep for allowing us to go through the bogus procedure of purchasing points and rearringing plans on our last day of vacation to show up for a contract signing meeting when there was never any deal.

I don't quite see it as analagous to making a bid on a house only to find it was already sold (unless the bid was actually accepted, which is more the case here). The difference is, as I see it, on Monday, Feb 11 after the onboard DVC member presentation we filled out the entire sales purchase form, not a wait list request, so this was not a verbal arrangement. The sales rep showed us on the big screen the actual VWL inventory that indicated enough points in our use year showing available for purchase. We completed together all the required paperwork, sans the signatures, and left our credit card number for the deposit of $500 plus $96 closing costs. All we needed to do then, she said, was show up at Kidani when we got off the ship to sign the paperwork she'd send across to the mainland and pay the balance. Our 25 2012 points would be available right away and they'd waive the banking deadline so we could roll them over and have 50 points available on April 1. There was no mention of a waitlist or of there being any possibility these points would not be available.

Post cruise, on Sunday, Feb 17 we left one of the parks in time to make our appointment at Kidani (after transferring money so we could pay the balance) and found out then there was no sale after all and we were merely added to a wait list. The QA person at Kidani said he tried to call the cruise ship sales rep to understand why we were told we had purchased the points but got only a voicemail and the call was not returned.

Call me crazy, but I don't think I'm out of line expecting some kind of an explanation and maybe an apology for the time we wasted pursuing this fantasy purchase. I could have gotten on the waitlist for VWL points any time from home and not left a theme park to find out we were fools.

I understand you weren't asking for compensation. It sounded like they did give you an explanation, the points weren't available and you could go on the WL. Until you have a signed contact, there is no acceptance and no commitment. We weren't there but it does sound like better communication could have occurred on their part. I wonder if there isn't some type of disclaimer in the cruise info for purchases, there should be as this is a predictable issue.

 

[keishashadow]

As I've mentioned a couple times, I'm not seeking compensation. I am seeking some kind of response from DVC, and particularly the very senior sales rep for allowing us to go through the bogus procedure of purchasing points and rearringing plans on our last day of vacation to show up for a contract signing meeting when there was never any deal.

I don't quite see it as analagous to making a bid on a house only to find it was already sold (unless the bid was actually accepted, which is more the case here). The difference is, as I see it, on Monday, Feb 11 after the onboard DVC member presentation we filled out the entire sales purchase form, not a wait list request, so this was not a verbal arrangement. The sales rep showed us on the big screen the actual VWL inventory that indicated enough points in our use year showing available for purchase. We completed together all the required paperwork, sans the signatures, and left our credit card number for the deposit of $500 plus $96 closing costs. All we needed to do then, she said, was show up at Kidani when we got off the ship to sign the paperwork she'd send across to the mainland and pay the balance. Our 25 2012 points would be available right away and they'd waive the banking deadline so we could roll them over and have 50 points available on April 1. There was no mention of a waitlist or of there being any possibility these points would not be available.

Post cruise, on Sunday, Feb 17 we left one of the parks in time to make our appointment at Kidani (after transferring money so we could pay the balance) and found out then there was no sale after all and we were merely added to a wait list. The QA person at Kidani said he tried to call the cruise ship sales rep to understand why we were told we had purchased the points but got only a voicemail and the call was not returned.

Call me crazy, but I don't think I'm out of line expecting some kind of an explanation and maybe an apology for the time we wasted pursuing this fantasy purchase. I could have gotten on the waitlist for VWL points any time from home and not left a theme park to find out we were fools.

i'm a realtor not licensed in FLA don't know all the in's and outs of the TS agreements in that state.

jmho, since you didn't receive a copy of the executed documents (containing your signatures & witnessed by the DVC rep's signature) it'd be difficult to argue that it was more than a verbal contract and non-binding.

If you ask to see a copy of a 'blank' DVC purchase contract, likely the fine print has a provision as to the sale being contingent upon points being available after you present your 'offer'. There are standard contingencies most real estate contracts include but, within the law, nearly anything can be requested by either the buyer or seller. I don't see DVC letting anything to chance (other than a sales rep mis-stating things. Not sure if they are employees of DVC. If sub-contractors likely directly liable for their own mistakes via errors & omissions insurance if you want to pursue that avenue.)

Regardless, you are well within your rights to request a definitive explanation from the DVC point person you are dealing with now as to 'why' this situation transpired.

 

[skylynx]

Yesterday (Feb 25) I sent a (rational) note via email to the DVC member satisfaction team outlining my disappointment in what happened regarding our add-on purchase attempt. I got a phone call within an hour of sending the email. The DVC rep apologized for the misunderstanding, and then said he and someone from sales leadership would look into what had occurred, talk with the individuals involved, and get back to me. I said I was happy with that.

Today (one day after sending the note) the cruise ship sales rep who had originally written up the "sale" of our VWL add-on called. She said she had really thought the points were available at the time of our meeting, and apologized for the miscommunication that landed us at the Kidani sales office with no papers to sign. She said we are first on the wait list and fully expects our 25 points to come available before April 1 (the use year we want to purchase in).

The best part is, she said that if by chance 2012 points did not come available for us to purchase until after April 1 (so we'd be able to take advantage of the waiver and bank those points) that she had authorization to give us 25 one-time developer points. So in essence, we will eventually get the same deal we believed we were getting on the ship.

I am content with this resolution. The response time was impressive, I feel the outcome was fair, and to top it off, the cruise ship sales rep "adopted" us and is now our guide! (We lost our guide when Doorway to Dreams in Chicago closed and didn't even know who our new one was!)

 

[Micca]

Skylynx that sounds like a good outcome for you, congratulations! I also commend you for staying cool through a frustrating episode.

 

[sleepydog25]

Yesterday (Feb 25) I sent a (rational) note via email to the DVC member satisfaction team outlining my disappointment in what happened regarding our add-on purchase attempt. I got a phone call within an hour of sending the email. The DVC rep apologized for the misunderstanding, and then said he and someone from sales leadership would look into what had occurred, talk with the individuals involved, and get back to me. I said I was happy with that.

Today (one day after sending the note) the cruise ship sales rep who had originally written up the "sale" of our VWL add-on called. She said she had really thought the points were available at the time of our meeting, and apologized for the miscommunication that landed us at the Kidani sales office with no papers to sign. She said we are first on the wait list and fully expects our 25 points to come available before April 1 (the use year we want to purchase in).

The best part is, she said that if by chance 2012 points did not come available for us to purchase until after April 1 (so we'd be able to take advantage of the waiver and bank those points) that she had authorization to give us 25 one-time developer points. So in essence, we will eventually get the same deal we believed we were getting on the ship.

I am content with this resolution. The response time was impressive, I feel the outcome was fair, and to top it off, the cruise ship sales rep "adopted" us and is now our guide! (We lost our guide when Doorway to Dreams in Chicago closed and didn't even know who our new one was!)

You handled the situation like an adult, and it's good to hear DVC came through for you.

 

[rutgers1]

I am glad it worked out for you. I still think they should have refunded you points for one day of your stay since it was there fault you rearranged your schedule, traveled to their sales office, and had to go through all that frustration. In the grand scheme of things, it wouldn't be that great of a deal.

I am not one to complain to Disney about little things. In fact, I can't remember the last time I complained to anyone at Disney about anything. However, this situation seemed like a major bummer and a crappy way to end a vacation.

 

[LisaS]

The best part is, she said that if by chance 2012 points did not come available for us to purchase until after April 1 (so we'd be able to take advantage of the waiver and bank those points) that she had authorization to give us 25 one-time developer points. So in essence, we will eventually get the same deal we believed we were getting on the ship.

Not quite the same since developer points can only be used 7 months out. If you weren't planning to use them at VWL in the 11-month window then you will be fine.

I'm glad they got back to you so quickly and are trying to make things right.

 

[anna08]

Can anyone who had bought points on DCL confirm whether or not one signs and completes the paperwork on the ship normally? I was just wondering if we do an add-on while on our next cruise, what should I expect. How often are folks told they need to go to DVC at WDW to complete paperwork for the sale? We would, BTW, not have time to head to WDW after our cruise.

 

[intertile]

If you purchase on dcl, they take a deposit...sign some paperwork snd foward the sale to the sales office at akv. Then within a week they call you at home and send you the documents to sign, notarize and send back with your payment.

 

[bobbiwoz]

I hope you get the VWL points soon!

 

[skylynx]

I hope you get the VWL points soon!

Thanks for the pixie dust! There was no particular hurry in getting this add-on, and we'll find good use for the developer points if we end up with them.
Every year we keep telling ourselves we have just the right amount of points, and then a little add-on happens, and then another one, and then...

 

[skylynx]

Soooo a couple days ago our new guide called to say our 25 April use year WL points for our add-on had come in and the paperwork was on the way.

Paperwork arrived today, called Quality Assurance as instructed, and we'll sign and return everything tomorrow.

We got 2012 backdated points with no membership dues and already banked them. On April 1, we have 50 shiny new points available (our 2012 backdated points and our new 2013 points)! The points are already showing on our DVC member website page, so for once things seemed to have worked perfectly!

Time to celebrate! We're going to Disney World! (Saturday!)

 

[disneynutz]

Soooo a couple days ago our new guide called to say our 25 April use year WL points for our add-on had come in and the paperwork was on the way.

Paperwork arrived today, called Quality Assurance as instructed, and we'll sign and return everything tomorrow.

We got 2012 backdated points with no membership dues and already banked them. On April 1, we have 50 shiny new points available (our 2012 backdated points and our new 2013 points)! The points are already showing on our DVC member website page, so for once things seemed to have worked perfectly!

Time to celebrate! We're going to Disney World! (Saturday!)

For future reference the points aren't back dated as the sales person told you. This is a commonly reported sales tactic, they are actually current UY points.

Bill

 

[LisaS]

Soooo a couple days ago our new guide called to say our 25 April use year WL points for our add-on had come in and the paperwork was on the way.

Paperwork arrived today, called Quality Assurance as instructed, and we'll sign and return everything tomorrow.

We got 2012 backdated points with no membership dues and already banked them. On April 1, we have 50 shiny new points available (our 2012 backdated points and our new 2013 points)! The points are already showing on our DVC member website page, so for once things seemed to have worked perfectly!

Time to celebrate! We're going to Disney World! (Saturday!)

You do pay some dues on those 2012 points but you timed it well -- you will pay about 15 days worth of dues on those points. Quite the bargain! If you truly owed no dues on those points, your dues would begin on April 1st, the start of your next UY but since you got 2012 points your dues started a few days ago on your purchase date.

Congratulations!

 

[tjkraz]

For future reference the points aren't back dated as the sales person told you. This is a commonly reported sales tactic, they are actually current UY points.

Bill

While that's true, I guess I've never understood why this is so often dismissed as a "sales tactic." The buyer IS getting a full set of points for a Use Year that has 15 days remaining.