DVC Member Services - is there any COMPETENCE left???

[jcf]

1 = means MS got reservation 100% correct first time...

 

[dcamdad]

1 = means MS got reservation 100% correct first time...

Thanks for clarification. Your statement of " 1 does not mean 0 fixes" threw me off. So 1 call does mean 0 fixes.

 

[corpcomp]

Never had a problem with MS after 9 vacations in WDW. They do a great job and I'm sure put up with a lot of "stuff".

 

[TagsMissy]

Op, I may be misinterpreting but it seems you are quite frustrated that the majority haven't had an issue with MS and we get what we need in one call...

I have to date booked 5 reservations and never had any issues; I've called back to adjust dates and shift things around but never had to call back because I saw an error. I know in the scheme of things 5 is a small number of reservations compared to long time members but it is what it is. I am not sorry that the majority have no problems ((it's great service if it's true! ) but I am sorry you had so much trouble with your reservation.

 

[jcf]

Op, I may be misinterpreting but it seems you are quite frustrated that the majority haven't had an issue with MS and we get what we need in one call...

I have to date booked 5 reservations and never had any issues; I've called back to adjust dates and shift things around but never had to call back because I saw an error. I know in the scheme of things 5 is a small number of reservations compared to long time members but it is what it is. I am not sorry that the majority have no problems ((it's great service if it's true! ) but I am sorry you had so much trouble with your reservation.

When we get 500+ responses at 90% @ 1 = I will assume I am very unlucky...the purpose of the poll was to see exactly what others encounter.

 

[eva]

When we get 500+ responses at 90% @ 1 = I will assume I am very unlucky...the purpose of the poll was to see exactly what others encounter.

Not sure if you will get 500+ responses here. This thread had already fell to page two. I do sympathize with you. Maybe we are just lucky. But we have made many reservations, some to family members, some for renters, and some with a number of people on the reservations and still have never encountered a misspelling or any type of error on our reservation. Now that is not saying that we have never had to call back to clarify a detail. But even that has been rare in 13 years.

 

[mello]

We haven't seen the same types of problems as the OP. The issue we've had consistently is with point allocation. They almost never take the points from the resort or use-year I ask them to use, and I usually find out the next time I call, either to make a change or a new reservation. They're always very good about reallocating the points properly, but it does take extra time on the phone.

 

[corpcomp]

at 92% rating 1 across 110 responses, it is fairly safe to say that the OP had bad luck IMHO.

The odds are with you to have a better experience next time.

 

[eva]

We haven't seen the same types of problems as the OP. The issue we've had consistently is with point allocation. They almost never take the points from the resort or use-year I ask them to use, and I usually find out the next time I call, either to make a change or a new reservation. They're always very good about reallocating the points properly, but it does take extra time on the phone.

We must be lucky! We own 800 points over 4 resorts (7 contracts) and have not had this problem either. I do check the points online all the time to see that they take them the way we say. But I have never had to call back to make corrections. As a matter of fact, this year one very knowledgeable CM made a suggestion on our point allocation that helped with adding another day at the 11 month window that I totally missed.

 

[grace&philipsmom]

Incompetence - that would be my bank, that is incapable of sending a wire transfer!

 

[DHar]

i don't know about on the phones but by email they are great. i just segmented my reservation for december / january for 12 people and they have it all broken down for us just like we asked. we have people coming and going on different dates and eveything looks right....now of course we'll see what happens when we get htere...but for now i say they are a - ok......

 

[jcf]

Didn't know you could do anything by email

 

[bobbiwoz]

Didn't know you could do anything by email

In the Members' site, under "contact us." I invited my DCuz to join my September visit with friends. I sent an e-mail this morning asking that her name be added to such and such reservation, and by this afternoon I got the e-mail saying that it was done.

Bobbi

 

[DHar]

i make all my inital reservations over the phone but any modifications i do by email...spell everything out....name spleeing...date changes...everything...seems to go very smooth.......

 

[dianeschlicht]

i make all my inital reservations over the phone but any modifications i do by email...spell everything out....name spleeing...date changes...everything...seems to go very smooth.......

LOL! Sorry, please don't take offense, but if we all are "spleeing" everything out, that might be where the spelling issues are coming from!

Please take this in the manner it was offered. I always get a good laugh out of typos and this one was just too good to pass up!

 

[DHar]

LOL! Sorry, please don't take offense, but if we all are "spleeing" everything out, that might be where the spelling issues are coming from!

Please take this in the manner it was offered. I always get a good laugh out of typos and this one was just too good to pass up!

where the hell is spell check when you need it!!!......

 

[dvcbrad]

I'm not so sure that it's the incompetence of the Member Services staff, but rather being more attributable to the ineffective and poor information systems that the MS staff has to use. Within the past week, we have received two communications from Disney regarding an upcoming trip ... 1) a postcard notice for the our cruise that told us our spa reservations may have been inadvertently deleted and 2) ME packet last night that only had flight info for half of our traveling party, when I know for absolute sure that the data was given, it was read back to me by MS staff, and then I checked again later when I needed to contact MS about another matter.

It's difficult for them to do their jobs well when they have ineffective, inefficient tools, so to blame the staff is not necessarily a fair assessment of their competence and efficiency.

 

[dianeschlicht]

I'm not so sure that it's the incompetence of the Member Services staff, but rather being more attributable to the ineffective and poor information systems that the MS staff has to use. Within the past week, we have received two communications from Disney regarding an upcoming trip ... 1) a postcard notice for the our cruise that told us our spa reservations may have been inadvertently deleted and 2) ME packet last night that only had flight info for half of our traveling party, when I know for absolute sure that the data was given, it was read back to me by MS staff, and then I checked again later when I needed to contact MS about another matter.

It's difficult for them to do their jobs well when they have ineffective, inefficient tools, so to blame the staff is not necessarily a fair assessment of their competence and efficiency.

I absolutely agree! If Disney would just get some decent IT help, I don't think there would be so many 'issues'.

 

[crisi]

Never had any issues, but I've never made a complex reservation and don't make many of them. The most complex reservation I've ever made was two rooms over the same period that I made day by day (back when). And frankly, I'm not sure I care if names are spelt wrong or if a kid is listed as primary - it wouldn't occur to me that is an issue unless it were a pretty eggregious spelling. Anyone on the reservation can check in.

 

[LisaS]

And frankly, I'm not sure I care if names are spelt wrong or if a kid is listed as primary - it wouldn't occur to me that is an issue unless it were a pretty egregious spelling. Anyone on the reservation can check in.

My DH and I have different last names. The last two reservations I made they listed my DH with my last name. I did make a second call to MS to fix it because I didn't want to tie up the line at check-in trying to get it fixed there. Since we pay for everything with our KTTW cards I thought it might cause problems if his signature didn't match the name on the card. On the other hand, it might have been interesting to see if anyone noticed!