Disappointed with Member Services

[roadtripper]

Hi all--
Long story--member since 2002, and this was the first time I have had a problem with MS. I needed a 2BR for an upcoming trip, and needed to use two separate contracts to book it. So I called for the ressie at the 11 month window with my home resort points, and booked the number of days worth of points that I had. Then, I called at the 7 month window to book the remainder of the ressie with the other contract. MS said no problem, ressie will be linked, etc. When I got the confirmation, the reservation was linked, but MS had booked us in a dedicated 2 BR instead of the lock-off as requested. I called MS, gave them my confirmation number, and they changed it--again, no problem, they said.

Last week, I was getting ready to make a different ressie, and went online to check the point totals of my contracts. When I did, I noticed that only one half of the reservation had been moved to a lock-off; the other was still listed as a dedicated. I called MS to explain the mistake.

That's when the trouble began! The CM told me that it was impossible for them to tell who made the error (!), and that they presently had no more lock-offs available for my stay. I stated that since the error was a Member Services error, I was sure they would want to correct it. She was unmoveable; I even asked to speak to a supervisor, and she said she already had (she probably had-- she put me on hold for 24 minutes!), and that I could be put on the wait list for the lock-off, and would be notified by phone if and when something opened up. I was speechless, but since I was at work, and did not have my confirmation number, nor the name of the CM who had changed the reservation for me, I just put my name on the wait list.

When I got home, I got all my paperwork together and called MS again. I gave the name of the CM I had spoken to earlier that day, the name of the CM who had changed the reservation, and my confirmation number. This time, the (different) CM told me that "my request had been granted" and that I was now in a lockoff for the entire stay. That was it-- no explanation, no apology for the error and phone calls-- that's it. I went to check my answering machine to see if anyone had called, but there was no message alerting me that I had been removed from the wait list. I am guessing that a closer look at the records indicated that it had been a Member Services error, so they fixed it (but did not notify me). If I hadn't called, I don't know when I would have been notified that I had been removed from the wait list.

My issue is not that mistakes were made-- that happens all the time, and this was a confusing reservation using two points contracts. I was disappointed that when I called, there was no attempt to make it right. I mean how hard can it be to find a lock-off? It was only about 3 hours later when I called the second time; suddenly they had availability? I would guess that the dedicated 2 BRs are harder to come by! All you need for a lock-off is 1 studio and 1 1BR available, and this was at OKW-- not BCV! At no time did anyone express regret over what had happened. It may seem like a little thing, but since we are traveling with family members with young children, the difference between a dedicated and a lock-off is a big deal!
In addition, the first CM I spoke with was curt to the point of rudeness, not even allowing the possibility that it was a MS error, nor allowing me to speak with a supervisor.

Please tell me this is an isolated incident. I don't expect any company to be perfect, but I do expect errors to be corrected, to be notified when they are, and to receive an apology for the mixup. Is this a problem with one CM, or an institutional issue? Should I follow up formally re: the CM? Your thoughts, please.

 

[tmt martins]

Every branch of Disney I have ever delt with will NOT admit to their mistakes or take blame.

Now they will most of the time go above and behond to correct it but still not admitting it was theirs to begin with.

I still think they have the best customer service around.

 

[Chuck S]

While it was a mistake on the part of MS, it was also quite possible that when you called to correct the problem there WAS NOT a lock-off unit available, as they are a studio and one bedroom. If all one bedrooms, or all studios, had ben booked for those dates, a lock off would not have been available for reservation. Perhaps while you were at work someone cancelled one of those units and the supervisor had then been able to grab it and change your ressie.

 

[roadtripper]

While it was a mistake on the part of MS, it was also quite possible that when you called to correct the problem there WAS NOT a lock-off unit available, as they are a studio and one bedroom. If all one bedrooms, or all studios, had ben booked for those dates, a lock off would not have been available for reservation. Perhaps while you were at work someone cancelled one of those units and the supervisor had then been able to grab it and change your ressie.

I agree that it's possible, Chuck S, but I still hung up the phone feeling like I was adrift on the wait list, and it was anyone's guess what would happen. I would have felt better if the CM had said something like "We will do everything we can to make this work out for you" or something to that effect. Even though that wouldn't be the "Whoops, sorry--we goofed" answer that I would rather have heard, it would have indicated that they were on my side, not viewing the issue as one of thousands of "problems" to be dealt with.

 

[gracelrm]

Every branch of Disney I have ever delt with will NOT admit to their mistakes or take blame.

Now they will most of the time go above and behond to correct it but still not admitting it was theirs to begin with.

I still think they have the best customer service around.

I had a problem with a reservation once (through Concierge Collection) and when I called, the MS person said it was all their fault. When I returned home from my trip and called to speak to Carli - the member satisfaction person, the CM would not allow me to talk to her or leave her a voice mail. She put a supervisor on who proceded to tell me that the mistake WAS NOT MS fault. I explained that the 1st person I talked to admitted it, but the supervisor told me the 1st person was wrong and that it was in fact a problem at the other end. So, I would agree that MS taking the blame for something, probably doesn't happen very often!

 

[Sammie]

I would not hold my breath for an apology, not sure of many companies anymore that will do that and Disney rarely will. For one you can't prove they were wrong. They fixed it, I would let it go and move on.

Best thing is now is go online immediately after talking to MS to see what happened. That way you deal with it right then and always write the name down of who you talked to. I also write down the time and date.

 

[tjkraz]

Come to think of it, I don't think I've ever heard a CM use the words "I'm sorry." I think the most we've ever gotten was something along the lines of "oh, that's terrible."

I suspect this may be one byproduct of our litigious society. Saying "I'm sorry" is not just an expression of empathy, it's also an admission of guilt. I'm just speculating aloud but it wouldn't surprise me one bit if Disney CMs were trained not to apologize to guests in that manner.

As for the actual conversation, I think we probably need to take them at face value and assume there really were no rooms available at the time of the call. I can't believe they would have kept you on the phone longer than necessary and left the situation unresolved if it could have been remedied quickly and easily.

It's good to know they were able to resolve the problem at some point after you got off the phone.

 

[Dean]

Every branch of Disney I have ever delt with will NOT admit to their mistakes or take blame.

Now they will most of the time go above and behond to correct it but still not admitting it was theirs to begin with.

I still think they have the best customer service around.

You all know I can be critical when I feel it's appropriate. However, I must say this is an area where I've seen Disney, and specifically MS and DVC, come through repeatedly with flying colors. I've had them make blatant mistakes but in every case it was obviously their fault they said so and made a reasonable effort to correct it. Actually they usually have gone overboard.

Warning somewhat long. Years ago, prior to there being ANY grills at VB, I had made reservations for a familly trip. One of my reqests was to be near the grills. I had assumed there would be grills and on 3 occassions I had reitterated my requests including to be near the grill and no one had realized there weren't any and had actually said there were. Well, about a week to a week and a half prior to our trip I was talking to MS and again mentioned being near the grills. Silence on the other end then the statement there were no grills. Since they had documentation we'd been discussing it including email confirmation where MS said there actually were grills, they said to let them workon it and they'd get back to me. We had steaks for 2 meals for 9 people. I think it was Stephanie in charge of MS at the time and she called me back herself, I seem to recall later that day or the next. She started with an acknowledgement of blame and an ownership to find a solution. Her first suggestion was for the resort to pick up the steaks, grill them and return them. Possibly workable but for a large group, I was uncomfrotable with this since the timing is key with a meal like this. I asked about them supplying a gas grill or us bringing a small one but the fire hazards got in the way. Her second suggestions was they buy us all lunch. I ended up accepting that offer. We were treated like royalty. The manager fell all over himself helping us, the waitress was wonderfull. At the end I was trying to figure out how much tip to leave so when the manager came by I asked him to help me with an idea of the value so I'd know how much to leave. He said that was on them as well. I said great but she did a wonderful job and I wanted her to know that and make sure she got a very good tip. He said they had taken care of that also. That is still one of my best DVC memories.

 

[Pootle]

That's a heartwarming story Dean

Calling from the UK and with a very English accent (which can cause misunderstandings), I'm always pleased when I get the message upfront asking me to stay on the line at the end to answer a few questions.

Don't know if it's my imagination, but the service I get on these occasions is just wonderful! Nothing is too much trouble. Can the CMs at MS know when it's a 'selected' call?

To the OP: I can imagine how frustrating it all was, but I'd be tempted to 'let it go' now you have it sorted - just my opinion

 

[Longhairbear]

I have to ask what is the difference between a dedicated 2 bedroom,and a lock off? I know the physical difference, I mean in importance in having small children in relation to a lockoff,versus a dedicated one. I would also assume that requesting a lockoff is just a request, and may not be fulfiiled, just like any other specific room request. Am I correct?

 

[jakenjess]

I don't think lockoff v. dedicated is a request. The way it is stated on the reservation sounds like it's a guarantee. As far as a lockoff with small children, they have their own entrance so they can come and go without disturbing those in the one BR portion of the villa.

 

[dianeschlicht]

I have to ask what is the difference between a dedicated 2 bedroom,and a lock off? I know the physical difference, I mean in importance in having small children in relation to a lockoff,versus a dedicated one. I would also assume that requesting a lockoff is just a request, and may not be fulfiiled, just like any other specific room request. Am I correct?

The difference is in the number of doors to the outside of the unit. A lock off or dedicated is NOT a request but a specific reservation. If you do not specify, you will usually be given a dedicated and the lock offs will be kept for 1 bedroom/studios. Requesting a lock off is a reservation status, not a request.

 

[OneMoreTry]

That's a heartwarming story Dean

....

When heartfelt compliments are rare they are more valuable.

To the OP. Definitely forget the past on this one. Let it go and enjoy the anticipation. Just tell yourself they came through in the end.

Have a great trip.

Oh -- and I believe there are LOTS more stories like Dean's than yours. I have always found MS to be fantastic, and I think most members would agree.

 

[Dean]

I have to ask what is the difference between a dedicated 2 bedroom,and a lock off? I know the physical difference, I mean in importance in having small children in relation to a lockoff,versus a dedicated one. I would also assume that requesting a lockoff is just a request, and may not be fulfiiled, just like any other specific room request. Am I correct?

In this case the difference is whether one has to change units during the stay or not.

 

[DisDaydreamer]

Sorry you had to go through the process. Fortunately, you saw the error before you arrived. You won't get many apologies from Disney, but they do have (IMHO) a great record of solving problems. Perhaps also, when you called after getting home to find the problem fixed that you beat their call to you. Glad you have everything corrected. I'd check online again just to be sure though

 

[MinnieGirl33]

Every branch of Disney I have ever delt with will NOT admit to their mistakes or take blame.
.

It was (at least at one time it was) part of the training.

 

[roadtripper]

Just a follow-up--
Went online and checked the ressie-- all set. Got the printed confirmation in the mail today.

Still trying to decide if I should email DVC re: the CM who was unwilling and unable to help when I called (not the one who made the mistake in the first place-- we all do that!).

 

[Sammie]

Still trying to decide if I should email DVC re: the CM who was unwilling and unable to help when I called (not the one who made the mistake in the first place-- we all do that!).

Glad everything worked out, love a happy ending. As to reporting the CM, I would let it go and just let it be a random act of kindness, you never know what postive affect that will have.

 

[DisDaydreamer]

Glad everything worked out, love a happy ending. As to reporting the CM, I would let it go and just let it be a random act of kindness, you never know what postive affect that will have.

Ditto