Does MS escalate complaints?

[pwoodham]

I called MS and the regular reservation line right after I found out that EE had been eliminated. I told them I felt it was a devaluation of my investment. Whether you agree or not, does anyone know if MS takes those complaints to a higher level of management? Do they "keep track" of what people are saying about changes, etc? I understand people get replies from e-mail, but I'm wondering about phone calls and DVC MS.

 

[lsutigger]

I received phone calls in reply to questions that I had sent via email regarding my reservations. I got an answer and I felt like that at least did some research on the problem. And I was impressed to get a real person on the phone. I got a call once before about something else but for the life of me I can't remember what it is. Must be a pre-mature senior moment!!
Let us know if you get any type of reply.

 

[Dean]

Remember that Disney is made up of many different companies. This was a WDW decision, not a DVC decision. I can tell you that DVC will move complaints up the ladder when needed but DVC will have no real power in this matter.

 

[pwoodham]

Certainly I understand this was not a DVC decision. It does impact me as a DVC member, however.
What I'm interested in is when does MS deem that an escalation is "needed" and why would DVC have no power in the matter? Aren't complaints from DVC members just as valid as those from non-DVC members?

 

[Dean]

Originally posted by pwoodham
Certainly I understand this was not a DVC decision. It does impact me as a DVC member, however.
What I'm interested in is when does MS deem that an escalation is "needed" and why would DVC have no power in the matter? Aren't complaints from DVC members just as valid as those from non-DVC members?

A DVC member would have just as much affect as a non member. Any complaints in this matter should really go to WDW directly, it is not a true DVC matter. The fact it affects you as a member is somewhat irrelevant. It does not affect your right to use DVC. It's no different than if WDW raised prices, closed parks, closed restaurants or eliminated any other benefit (like aparade or character meals). Taken to the extreme, what if WDW closed all of the parks? You'd still have what you bought, a DVC timeshare.

 

[pwoodham]

Dean, I think you're missing the point of my question. Specifically, under what conditions would MS escalate complaints from members? If you carefully read my original post, you will see I also called WDW directly to voice my complaint.

You seem to be saying that if DVC members complain to MS, DVC management makes no effort to represent those wishes/thoughts/feedback to general WDW management. If that's true, then that answers my question, but is certainly not what I want to hear. I understand that WDW can make independent decisions, but I would hope our feedback actually goes somewhere.

 

[RobDoc]

...why would DVC have no power in the matter?

DVC had no say in eliminating EE, as it was a decision made by the Theme Parks/Resort divisions. We can express concern to DVC, but DVC cannot unilaterally change the policy of another company within Disney (anymore than the Theme Parks can decide to change the color of the carpeting at BWV).

I think of MS as the CRO of DVC. If I have a complaint about a resort, I'll make it to the manager of the resort (if it can't be solved by a resort CM- like housekeeping, front desk or maintenance.) If I have a problem with a park, I'll write to Guest Services at that park. If I have an issue with DVC, I may call Member Administration (not MS) or write (or email) to the DVC address at Celebration.

The CM at MS may echo a complaint to their supervisor, but I don't view problem solving for the program to be a job the reservationists have been adequately trained to do.

One challenge with solving a problem, is to give it to those empowered to help find the solution.

Certainly complaining about EE to any resort manager is appropriate- as is complaining to Guest Services at the Theme Parks. These are the people who have access to those who made the decision to halt EE.

Good Luck!

 

[Dean]

Originally posted by pwoodham
Dean, I think you're missing the point of my question. Specifically, under what conditions would MS escalate complaints from members? If you carefully read my original post, you will see I also called WDW directly to voice my complaint.

You seem to be saying that if DVC members complain to MS, DVC management makes no effort to represent those wishes/thoughts/feedback to general WDW management. If that's true, then that answers my question, but is certainly not what I want to hear. I understand that WDW can make independent decisions, but I would hope our feedback actually goes somewhere.

Maybe I was too wrapped up in the specifics of your example. It would be inappropriate to complian to MS or any portion of DVC regarding the EE program. Doc's suggestions as to the appropriate directly are good ones. To answer the more general question, DVC does have a mechanism in place to handle appropriate complaints when they do come around.

While Doc would totally leave MS out of it, I've found them very helpful in direct toward and communicating with the appropriate location within DVC when complaints are concerned. That however would be handled by the senior supervisor in the area in question.

 

[pwoodham]

Dean & Webmaster Doc

I understand and agree with you - I should voice my concerns directly to the folks making particular decisions and not expect MS or someone else at DVC to do it for me. Good point.

 

[PamOKW]

Taken to the extreme, what if WDW closed all of the parks? You'd still have what you bought, a DVC timeshare.

This contingency is even in our paperwork.

My guess is that MS probably does have some tracking system of comments made by members. In the case of EE, DVC really has no power to make a change but may pass along information. I don't think they'll say that pwoodham called and is displeased that EE was eliminated. What I suspect they might do is say, we've had 10 member calls this week that mentioned the elimination of EE. If you would like more direct discussion of any problem, it is a good idea to get as close to the source that can make a change. I've written letters in the past to George Aguel regarding DVC matters and have received either a letter or phone call in response. A letter to George regarding a problem at Olivia's was followed up by a call and nice conversation with the executive chef.

 

[Werner Weiss]

Originally posted by WebmasterDoc
DVC had no say in eliminating EE, as it was a decision made by the Theme Parks/Resort divisions. We can express concern to DVC, but DVC cannot unilaterally change the policy of another company within Disney (anymore than the Theme Parks division can decide to change the color of the carpeting at BWV).

The Walt Disney Company is organized into four business segments:

• Media Networks
• Parks & Resorts
• Studio Entertainment
• Consumer Products.

DVC is part of Parks & Resorts (as are the WDW theme parks and Disney Cruise Line).

Webmaster Doc is correct that various units are responisble for their own business decisions and their own financial results. But ultimately, these results come together at exceutive level. The Chairman of Parks & Resorts is Paul S. Pressler, who reports to Michael Eisner, Chairman and CEO of The Walt Disney Company.

 

[RobDoc]

...various units are responisble for their own business decisions and their own financial results. But ultimately, these results come together at exceutive level.

Ahh, there's the rub! The "coming together" is the intangible and inconsistent component of that system, as each company is a separate entity- often looking out for it's own bottom line at the expense of it's sister companies. This is much of the issue with discounts and other programs which DVC must negotiate with the other components of the parent. There is no philospoher king to make decisions which are in the best interest of the whole company much of the time. The negotiations are often guided by the wants/needs of the individual entity- making it difficult (if not impossible at times) to reach truly win-win results for all involved.

While we'd all like to think that all components of Disney want to encourage DVC and it's members, in practice, DVC is just another consumer group for the parks, restaurants and shops to deal with.

 

[JudithM]

FYI - There is a DVC CM who is Director of Administration, Finance & Memeber Services.

Also, I know MS does pass along guests/members comments/concerns/etc. to the appropriate people.

 

[Doctor P]

I disagree slightly with the nature of many of the previous posts. While I agree that MS should not be your first or only place to go with many of these complaints, a complaint to DVD may certainly be appropriate and I would expect them to monitor those and pass them along as appropriate. "As appropriate" means that to the extent that it affects DVD's ability to do its job of marketing timeshares (including add ons), and making a profit, policies from other parts of the company are very much fair game for (vigorous) discussion by DVD. If it is just whining or something that doesn't really affect DVD's ability to do business and make money, then of course that would be a different story. Most things, unfortunately, probably fall into that category.

 

[Dean]

I think the original topic was one seeking a complaint get to the best location. To that end, DVC is not the correct directly to make that complaint. I would agree with Doctor P in that DVC needs to know what the feeling and desires of the general membership are when negotiating and communicating with the other components of Disney.

Technically, each DVC resort is a separate component. They are owned by the members and sit on leased land when sold out. While Disney is in charge, there are legal rules as to what can happen and what cannot. I suspect each resort is pretty much this way as well and each responsible for their own bottom line with some shared expenses. DVC itself cannot make a profit for Disney other than the profit paid made by and paid to the "management company" or the profit made on the sales component/lease. Anything else would be a violation of FL law.

 

[jmminarik]

Originally posted by WebmasterDoc

While we'd all like to think that all components of Disney want to encourage DVC and it's members, in practice, DVC is just another consumer group for the parks, restaurants and shops to deal with.

This is exactly the point...DVC is a group, consisting of thousands of members with a single agenda (Disney). Most other groups have no organization. One would think that DVCers, having a greater committment to Disney as a whole would be given a closer listen to when it came to WDW issues.

Ok, compared to the bazillion people who visit WDW, we represent a small portion of the popluation, but the difference is we have an organization in place to express with one voice the concerns of thousands of WDW patrons. Most other patrons would not be so organized.

Well, maybe I'm just too idealistic about this.

-Joe