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

[jcf]

I have made several reservations over the last 12 months and consistently it has taken on average AT LEAST 3 phone calls to get these reservations completed correctly...

There is no reason when I book a reservation for a guest of mine that a family of 4 - 2 adults and 2 children should have only one last name spelled correctly even when I have SPELLED it out AND it's SIMPLE name...

How about a child listed as the primary guest...

How about calling 3x and they still can't send email confirmation to the guest...

The only thing they seem to get right is the room selection after that they seem to turn off their brains...

For the 1000 point club - the only perk I would like is to be able to speak with someone with a brain or be allowed to enter my reservations online.
In the last 5 years the quality of customer service has dropped off a cliff while at the same time the price per point continues to rise...at least someone's happy somewhere...

 

[Chuck S]

I haven't had any of the problems you list above. There have occasionally been some points borrowed that did not need to be borrowed, and point put into holding that should not have been (especially if the front desk messes with the reservation), but thiose problems were always corrected with a single phone call.

 

[sweetdana]

I have found trouble too.

Some how switching a resort at 7 month window, they used wrong points and then they got messed up all trips with these points 3 of them, have been a 10 min plus hold time, and then me calling back every couple weeks to check on these.

I feel no call to make a ressie should ever be 10 mins and it seems that most of mine are. Not sure it is me.. but I agree. The person on the phone should just be able to make the ressie, get the right info and email it to you.

 

[heynowirv]

I agree with Chuck ,in the last 3 years we've made 5 reservations.Only once did i have an issuse with the CM and that was resolved ,it took some time. It was right after the computer updates of Oct. and we were making a linked reservation.

 

[bobbiwoz]

I've had very few problems with points since we joined in 2003. Every problem we've had has been resolved in a way that made sense to me.

We have checked into BLT and had the children's room key be credit enabled, which we changed right away. I suppose spelling problems could be typos. I hope the OP has better experiences soon.

Bobbi

 

[Deb & Bill]

The one and only time I had a problem was a complicated change that I was requesting. And they fixed it right away. No problem. They have all been extremely competent and pleasant.

If you are having lots of problems, maybe you need to speak more clearly or slowly? Just a guess?

 

[jcf]

I spell out all names as simple as Smith now!

How can they get the last name right once and then wrong on the rest of the reservation?

If people only make 1 or 2 reservations per year they might not encounter any problems...while the greater the sampling size the more validity the results and from my little case study there is only one conclusion that can be drawn about the quality of people DVC is hiring...

 

[Mtnman44]

If I was getting a DVC tatoo I think I'd be pretty upset about a typo on my last name. For my room key....not so much.

 

[psac]

My very first time calling MS was 3 or 4 days after my resale closed (I was impatient), and the CM said it could take "at least a month" after closing to get into the system. I knew she was wrong. I called back 3 or 4 days aftere that and I was in and made my rezzie. The second person was super friendly and helpful.

 

[ChiSoxKeith]

I've never had to call back on a reservation.

I've had tons of great experiences calling them.

Weird.

 

[skelfbsfb]

I generally find MS very helpful even with the slightest problem we have encountered.

 

[drusba]

I look at it this way. With DVC, I am only two messages/prompts away from getting a live person on the phone who may be incompetent. With my cable/internet service at home and my bank, I am 7 prompts away from getting a live person who is incompetent. Those were at one time long ago only two prompts away. As I see it DVC just hasn't caught up with others yet on the incompetence scale.

 

[Deb & Bill]

I spell out all names as simple as Smith now!

How can they get the last name right once and then wrong on the rest of the reservation?

If people only make 1 or 2 reservations per year they might not encounter any problems...while the greater the sampling size the more validity the results and from my little case study there is only one conclusion that can be drawn about the quality of people DVC is hiring...

It probably is easier when you are only making reservations for your own family and not for a family renting from you so the name is different every time. That might be part of the problem.

I know I was just on the phone with someone making a hotel reservation for a meeting that I will be attending the first week of March. I had to repeat back to her everything she asked me because I wasn't sure what she said.

 

[GBBTomorrow]

We have been fortunate to never encounter a problem. The CMs have been friendly and helpful.

 

[dzorn]

We have never encountered problems either. When I've said 2 adults 2 kids I've even had them ask me if my DH and DDs by name are the other traveling members.

Denise in MI

 

[91oldkeywest]

I don't know?I've been a member since 91 and make a number of reservations a year for many different family and friends to visit DVC,and I can't remember One time that member services has gotten a name,age,gender or bldg request wrong.And with a last name that has doubledigit letters,I think their doing a damm good job.

 

[skelooch]

I do agree that there are some MS CMs that have no clue nor do they care.

I had 80 banked points from 2010 and had already made 5 reservations for 2011, totaling well over 500 points.
When I called a couple of days ago to change resorts at the 7 month window I was told that there were still some of the banked points from 2010 that had not been used. I had been told on numerous occasions by MS that they always used banked points first. If they hadn't told me I might possibly have missed my banking deadline.
The first 2011 reservation I made was over 80 points and should have used up all the banked points.

You think things are bad now, just wait till they implement online booking. That's when you better start keeping a very close track of your points, particularly if you are using banked, borrowed or points from different or multiple resorts.
It will be total MAYHEM.

 

[disneynutz]

I have found that the more points that you own, the more times you vacation, and the more reservations that you make, exposes you to more problems. I average 1 out of 3 mistake free reservations. Unfortunately I have learned to double and triple check everything that MS does. This includes the reservation, point usage, requests, DDP, and DME.

Bill

 

[heynowirv]

If I was getting a DVC tatoo I think I'd be pretty upset about a typo on my last name. For my room key....not so much.

 

[rlmas]

I agree with the previous posters that have had good experiences. We own 300 points and I do not expect anything more or less than anyone else. We have been members since 2005 and read a lot on these boards. We have been to wow, dl, San Diego, dc, co, hhi and vb. Each time we go, I end up feeling so blessed that we are fortunate enough to get to do this. Are some calls better than others? Sure. Do I absolutely appreciate member services and the fact that Disney is keeping these jobs in the USA? Sure. I think a little perspective always helps me.