Crummy Member Services Experience!

[Cruelladeville]

I also call in the afternoon, and have never had a problem with MS.
But what is that about not having 2 reservations at the same time?!! With the number of us who rent our points out, many of us have multiple reservations at the same time for renters! That rep doesn't know what he's talking about! Those points are paid for by us, and if I wanted to rent 20 rooms at the same time, I can do it. Shame on MS!

 

[JimMIA]

Is MS located in Florida? I believe Florida law prohibits the recording of telephone conversations unless all parties agree to it. Was there any announcement on your original call that phone conversations may be recorded?

You're right, Florida is an all-party consent state for recording. But I believe there IS an announcement at the beginning that all calls may be monitored for training and quality control purposes. I could be wrong.

 

[diznyfanatic]

You're right, Florida is an all-party consent state for recording. But I believe there IS an announcement at the beginning that all calls may be monitored for training and quality control purposes. I could be wrong.

I think I remember hearing that announcement too, or at least when calling CRO. So, does that mean that a general announcement complies with state law absent an actual verbal agreement by the person calling or does the law simply require notification of recording?

 

[gblaue]

Welcome to the new Disney. We've been noticing this for a while.

 

[calypso*a*go-go]

I had to call MS again this morning and had a wonderful CM that was just as pleasant and helpful as can be. Yes, the magic is still there...!

 

[diznyfanatic]

I had to call MS again this morning and had a wonderful CM that was just as pleasant and helpful as can be. Yes, the magic is still there...!

calypso - We've had the same experience with MS too. Being new members, they have been very patient and helpful. We had banked points that needed using, we had to waitlist for part of our stay and we had to bank the extra points that we got with our add-on. Lots to lean when you actually have to do it and they've been great.

I know that doesn't mean others haven't been so fortunate. One time I had a CM at CRO that practically called me a liar about a refund that should have been issued and wasn't.

I don't hestitate to call to report and compliment outstanding service and even though it takes a lot to upset me on vacation, I did the same when we received subpar and very un-Disney like service as well.

 

[Lora]

Sorry you had a bad experience. I hate the feeling when people think I'm being dishonest.

As for the waitlist. I always ask for a call instead of automatic confirmation. I want to be able to give the "ok" and they always give plenty of time for me to return the call to take the offer....not that that would have helped you since you didn't even know you were on the waitlist.

 

[dvc at last !]

All is well that ends well !

 

[pjadtl]

The past few times I have called I've gotten the bad attitude. I paid a lot of $ for this and I feel like I'm walking on eggshells when I call there. I need to make the calls as quick as possible and not ask too many questions! You're right- this program is VERY confusing and I handle our points and our parents that we signed up a year ago . We combine points and it can be very hectic. Sometimes I need a little help figuring things out.
Our guide was so helpful when he signed us up- I just don't feel MS is following through on that magic very well. It's a shame. At least I know when I get "home" the CM's treat us like gold!

 

[Muushka]

I had a problem with MS back in October. I called at 7 months out for BWV standard view 2 BR. The CM basically laughed at or with me, not sure which that there would be no way that I could get it then. He looked it up and was able to book all but the first day or 2, for which we would be waitlisted for those days. I said fine. Just as he went to waitlist us, lo and behold, our 2 days became available. He was shocked and pleased and noted that this was our lucky day. He went ahead and booked the resort and all was well.

We received the conf letter a few days later and I did not notice the view (we had never stayed there, so we didn't even notice that now it was prefered instead of standard) and the point usage was higher than we were told. I took out the conf letter several months later, and then noticed it. I called MS to ask what the heck happened to our Std view and they basically did not believe that I was telling the truth.

I asked to speak to a manager (here is where Jean comes in), and got Jean. She believed me (perhaps by tracking the reservation, she figured out something that the other one could not). She got the points restored (just in the nick of time for banking) and all was well.

 

[Inkmahm]

We're new owners so I haven't called MS that often yet, but I have booked 3 vacations through them as well as banked points for 3 different "contracts." I've found MS to be nothing but pleasant and helpful so far. Last time, the woman helping me figured out what I wanted and did it just about before I had the words out of my mouth! I'm a happy camper so far. I'm sure I'll hit a bad experience sometime, everyone has bad days sometimes. But overall, MS has been great.

 

[FarmerJohn]

Very interesting thread but I'm a bit confused about reference to Carli D'Agostino ??? Who is she ???

 

[WOW]

We have been members for 12 years and have almost always had great CM's......but that is not to say that it doesn't happen. Customer Service as a whole is getting worse by the day everywhere. It seems to me that the people who do these jobs either aren't paid enough or they don't care.....I can't figure it out......we live in NJ and you want to rude CS?????? Maybe I am immune to rudeness because of where I live......

 

[rfj1020]

Has anyone actually had them pull a phone called? I tried to have it done when I knew they made a mistake on a reservation after getting my confirmation.

I was told they could not do it because the recordings are taped over after only a few days and it took longer then that for me to get the confirmation and call back (I was traveling on business for a week).

When all was said and done, it cost me 84 more points to stay at Grand California because I needed to "upgrade" since no regular rooms where availabe.

 

[punkin712]

Very interesting thread but I'm a bit confused about reference to Carli D'Agostino ??? Who is she ???

Somebody mentioned her name in another thread - she's the Member Satisfaction Manager. I assume she's the person to contact if you are unhappy about something related to DVC. However, I left her a message on Tuesday morning and haven't heard back from her yet. I'm going to give her a full week before I try calling again.

 

[Simba's Mom]

Somebody mentioned her name in another thread - she's the Member Satisfaction Manager. I assume she's the person to contact if you are unhappy about something related to DVC. However, I left her a message on Tuesday morning and haven't heard back from her yet. I'm going to give her a full week before I try calling again.

Please post how/if this is addressed by DVC. I'd be interested in hearing Carli's response.

 

[Disney Doll]

I am always careful to compliment good service, so therefore when I receive bad service, I have no problem reporting it.

I agree, OP, that you should speak to someone and let them know about the less-than-stellar service.

Personally, I have always been satisfied with the service from MS, but wouldn't hesitate to take it further if I wasn't.

 

[CRSNDSNY]

I can't believe some of these stories/experiences...YIKES!

 

[byoung]

Another simple and less expensive solution than recording calls would be to list all requests and wait lists on a reservation confirmation. That way when a member gets the letter and it has something you don't want (or something isn't listed that you do want), you could call and change it immediately.

I'm glad you got the room you needed.

HBC

Or list all request on the member site, how hard would it be.

 

[ForTheLoveofDisney]

Has the OP been able to speak to anyone regarding this matter?
Just checking in to see if there have been any updates.

Please keep us posted.