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

[DVC Mike]

I book at least 4 reservations per year, and I've never had a problem.

 

[Starr W.]

I've been a member since 2006, we make about 2-3 reservations a year and not had a problem. When I call, I know how many points it will take and what my point balance should be, so when the CM reads the totals to me I know it's correct. I got that hint from Chuck early on in my DVC days.

I have a Polish last name and a rather different first name(notice the 2nd r). Never have I had my name wrong on a confirmation or room card.

Each trip I make one call for the reservation and about a month out I call again with DME info(all correct spellings or names, correct airline and flt #).

 

[quirty30]

Never ever had a problem in 2 years and close to a dozen trips. Then again, it's always just me and my kids; I haven't rented or made reservations for family. I assume that all our data is saved in their system.

 

[gkrykewy]

We have four active reservations right now; never a single problem. ::shrug::

 

[JimMIA]

You have no idea what incompetence is until you buy WYNDHAM.

Really nice people...really absolutely clueless, hapless, and helpless. They want to help, but they just can't.

People who have owned Wyndham for years assure me the resorts themselves are wonderful, but their customer service personnel are THE WORST I've ever seen...in any industry.

 

[eva]

We've owned since 1997 and I feel that the service I received over the years has been great. And to be honest it has been better over the last couple of years. We've had some pretty complicated reservations with a lot of changes over the past two years. And MS has been on the most part gracious and very knowledgeable.

 

[Mlissa88]

In a way I agree with the OP - I just posted recently about showing up at Kidani only to find that MS moved me to another resort without explaination and put some of my points into holding - the front desk told me that it was MY request. Um...what?


When MS investigated why it occurred, they just couldn't explain it....
or amazingly enough...trace who did it and why. Which I think is a crock.

I'm not saying that MS is full of incompetent people but I think they need to train their folks better and maybe not train or mess around with accounts in live prod but work with a training database.... my guess is that someone was messing around with my account to see what happens if they do this or that...then they forgot to change it back or even worse...they were overbooked at some point and just bumped me to another resort figuring they'd deal with it when I arrived. Either way...it sucked.

 

[mmjm]

We've been owners since 2000, we have made multiple reservations, rentals, and point transfers. I can remember only one instance where we had a problem. The reservation was fine, however the names were wrong, so I would consider that a minor problem, it was probably a computer problem more than the Cast Member fault

 

[La2kw]

I haven't had any problems with MS and we have been members since '94. I have never dealt with any CM who I felt was incompetent.

Now checking in and during my stays at WDW, I have met plenty of incompetent cm's, including hotel and housekeeping managers.

 

[Chuck S]

In a way I agree with the OP - I just posted recently about showing up at Kidani only to find that MS moved me to another resort without explaination and put some of my points into holding - the front desk told me that it was MY request. Um...what?


When MS investigated why it occurred, they just couldn't explain it....
or amazingly enough...trace who did it and why. Which I think is a crock.

I'm not saying that MS is full of incompetent people but I think they need to train their folks better and maybe not train or mess around with accounts in live prod but work with a training database.... my guess is that someone was messing around with my account to see what happens if they do this or that...then they forgot to change it back or even worse...they were overbooked at some point and just bumped me to another resort figuring they'd deal with it when I arrived. Either way...it sucked.

Unfortunately, IT also gets into the live system to run test scenarios before and after system upgrades. Not always easy or possible to trace that. Not the best of situations. IT really should be working with a MS supervisor looking over their shoulder whenever they get into the live system. People have had associates mysteriously added, etc. I understand IT needing to run tests, sometimes things act differently in the live database vs a test database, but they should at least remember to undo any changes they made to members accounts.

 

[JimMIA]

I have to say that, as owners since 2004 with more than 30 trips under our belt (ownership shared by three families), we have nothing but good things to say about DVC MS.

Yes, we've had the occasional mistake, and we've spent a few calls straightening things out, but overall we've been very pleased with the professional service we have received.

To be perfectly honest, we've caused more problems than we've suffered!

 

[Mlissa88]

Unfortunately, IT also gets into the live system to run test scenarios before and after system upgrades. Not always easy or possible to trace that. Not the best of situations. IT really should be working with a MS supervisor looking over their shoulder whenever they get into the live system. People have had associates mysteriously added, etc. I understand IT needing to run tests, sometimes things act differently in the live database vs a test database, but they should at least remember to undo any changes they made to members accounts.

Yikes...associates added? That's a scary thought too!

I guess it comes down to having to be your own policeman and check your account/reservations thoroughly - not just think that they will always get it right. Even with checking mine thoroughly, something unexpected popped up. I know I'll be keeping a closer eye out on my account and reservations from here on out. I think I just had a very "newlywed" type view of my DVC marriage . I still love my DVC, but I can now see a flaws or two... LOL...here's hoping that MS doesn't "leave the seat up" too often on my DVC marriage.

 

[Sammie]

There are things recently with DVC I am not pleased with, but Member Services is one thing I am extremely pleased with.

I have never gotten anyone that was not completely professional and competent.

They have been great !

 

[dianeschlicht]

We've never had major issues, but I have noticed a few spelling errors lately. That's no big thing though. Not worth getting knickers in a twist over anyway.

 

[sssteele]

3-5 reservations per year every year for the past 8 years. No problems. Just called the other day and spoke with Joy - what a sweetheart. She recognized my name, and I recognized her voice. What a pleasant experience with a very competent woman.

 

[MinnieGi]

I've been making reservations since '02 and have only good things to say about MS. Even when making reservations for other family members things have so far gone very smoothly. One phone call only needed to make a reservation.

 

[Granny]

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...

Sorry that you've experienced so many problems. Every call I have made in the past few years gives me the option to provide feedback. I hope you are participating in this survey, as well as asking for a supervisor call (an option in the survey).

We've been fortunate to get good MS employees too. A few thick accents to deal with from time to time, but their knowledge and service have been very good for us.

 

[palhockeymomof2]

add us to the list of members who..."knock on wood" haven't had an issue with our reservations in 10 years and 25+ reservations....so sorry the op has

 

[SuzanneSLO]

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.

We were at the PPH last week and they issued my room key with my name as "Suzanne Suzanne." At DL, they are very good at wanting to check your ID whenever you want to charge to your room. Luckily, I had a laugh withthe various CMs over the name and no problems with charging to the room! -- Suzanne (and yes, that is my given name and not both my given name and my family name!)

 

[BWV Dreamin]

Ha!Ha! Love this thread!

Over the past two years, I have noticed a significant lack of understanding from the MS personnel. I am having difficulty understanding the poor English, and they can not understand me. I find myself spelling wayyyy too many words.

I also have been getting conflicting information when I call and have to end up asking for a manager over issues that are pretty common.

I don't waste my time anymore. When I call up if I can't understand the first sentence I hear, I hang up until I get a better speaking cast member. If they seem unsure about how to process a request, I get a manger right away.