The address that you used is for contacting MS about reservations. It is answered by regular MS CM's. The problem with using that address for reservations is that they will insist that you use the member website form due to security concerns.
The address that I gave is for issues, problems, and positive feed back about resorts, points, anything not handled correctly by other CM's. It is answered by senior CM's who work next to the executive offices. They have the ability to work with all groups under the Disney umbrella.
Include as much info as you can about the problem, along with your member number and call back phone number. They will research the issue before calling you back. It will take 3 or 4 work days but they are much more equipped to resolve any issue.
The longer that you are an owner, the more that you will learn the ins and outs of Disney. They have their own way about them, what they want the public to know, how they deal with issues, how they really feel about members/owners and their own company.
One of my biggest frustrations with the DVC is why don't they just make it right, fix issues, and never have things happen again. Make owning a DVC interest more than just buying prepaid resort stays, make it a 5 star experience. Sadly they have their own agenda and reasons why they can't or won't. Like most large companies they are dealing with turf wars, budget issues, pressure for above to perform, meetings, meetings, and more meetings, trying to get things done.
Bill
