Disappointed with MS- reallocation of points, totally screwed up

[OhioDVC]

My brother had a timeshare week he couldn't use and offered it to me. I canceled two reservations, one at Beach Club and another at Animal Kingdom totaling one week and 124 points and booked my brother's timeshare for that week (I gave him $500 for the week and he was very happy, he got it for free as an incentive - HGVC timeshare). It was the only week left that I could get free this year.

The 124 points were banked/borrowed points. To save those points, since I couldn't use them this year, I asked Member Services to reallocate the points against another reservation I have at Vero Beach. Since the VB reservation was made within the 7 month window I am allowed to reallocate the points without canceling the reservation, MS agreed it was perfectly allowable transaction.

The original VB reservation was made with OKW and SSR points. I asked for the 124 points that were just canceled and 2 other banked SSR points to be reallocate against the reservation and release 126 SSR current use year points so I could bank them. MS response - no problem, but.....

MS reallocated the bank/borrowed points but then took 210 out of my current use year Beach Club points and returned to me OKW and SSR points.

I asked for the points to be allocated as I requested and give me back the BCV points. It took 2 hours on the phone and talking to two managers before they would agree to fix their mistake.

Didn't appreciate the "points are points" attitude. I wanted to keep my BCV points and bank them into next year so I can have a longer stay at BCV during the Food and Wine festival in 2013. It is much harder to get into BCV than SSR.

I don't think DVC should get to decide which points to used for a reservation (assuming you are complying with the 7-11 month home reservation rules)

I was told that this will take a long time to fix, up to a month.

I consider this to be very poor service. I got attitude about their mistake and then MS wants up to a month to fix the problem.

So far things are still screwed up. MS returned 194 of the 210 BCV points and the other points are still missing.

I have other timeshares at Marriott, Club Intrawest, Fiesta Americana (MX), Hyatt and Wyndham. I have not had any reservation problems at these other timeshares like the reservation problems I have experienced at DVC. Wyndham has bent over backwards to fix MY mistakes and did it immediately. I can't understand DVC's poor performance compared to other timeshares.

IMO - DVC is no longer a leader in the timeshare industry, especially in customer service.

 

[cvjw]

I have 4 home resorts, and have encountered this same problem multiple times. I have finally figured out what their computer problem is:

If you want to use banked or borrowed points from a certain contract, MS's computer system AUTOMATICALLY uses the current year points from that same contract next - nothing the CM can do to change it. The only way around that is to get a manager to help fix the problem. I have been told on multiple occasions that there is nothing the CM can do, I will just have to live with the point reallocation. I have always gotten my points fixed, although sometimes multiple phone calls have been needed.

This appears to be a major glitch in DVC's computer system. They just can't seem to understand that if you have multiple home resorts, sometimes you are saving certain points for upcoming reservations. I always know which points I want used for certain vacations.

Just FYI - I have encountered this problem with multiple scenerios. If a waitlist comes thru - I know my points will be wrong afterwards. If I modify an existing reservation, my points are wrong afterwards. If MS consolidates multiple reservations into one big reservation, my points are always wrong. It is ALWAYS because of using banked/borrowed points, and has ALWAYS been fixed. Hang in there - just get the right supervisor, and they can fix it.

 

[jennypenny]

Is it me? or are these stories getting more and more frequent? I wonder if the increase in problems is because of the system or MS not being as helpful in addressing the problem.

 

[disneynutz]

The more reservations you make, the more hands that touch your account, the more points you own, the greater odds that something will go wrong.

When you have a issue like this, insist on being transfered to a "Team Lead". If they can't fix the problem, send a email to the Satisfaction Team.

Bill

 

[KAT4DISNEY]

Is it me? or are these stories getting more and more frequent? I wonder if the increase in problems is because of the system or MS not being as helpful in addressing the problem.

That's the way it seems.

I've reallocate points before the newest reservation system and had no problems with the CM selecting what points I requested.

 

[bobbiwoz]

I'm sorry this happened to you. I had no problems with MS reallocating points that were used for a cancelled HHI reservation. However, all of the points were from HHI. I've had no scenerios like the one you're describing.

 

[Dean]

While not applicable here, sometimes they will require you to use home resort points first in making reservations, even within the 7 mo window. I'm not sure if this is at some DVC directive or just a myth carried on by some CM. One thing I've learned with timeshares (life in general) is that there are written rules, there are actual rules and there are implementation of rules and imagined rules. The latter seems to be more common with DVC than with others.

 

[OhioDVC]

I can't believe they fixed it so fast this time. Last time this happened it took a month to get fixed