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

[FindTheMickeys]

I guess I count myself as one of the lucky ones. I have never had any issues with MS about reservations.. Of course, when I am planning my Disney vacation, I am always in a good mood so I understand human error.

 

[diesel]

when I was booking for a family vacation with 3 rooms last year I just emailed member service with all the info so they would have the correct spelling of everyones name in writting. It worked out fine. Just another suggestion that may help.

 

[BoardwalkSuzy]

Poof like magic - my 565 points were gone that should have been remaining available in my account when logged in. Poof again - my reservations for upcoming trip early March manually cancelled on a day I never spoke to them! So I had no reservations and no points available!

I voted 3. Think that's how many calls I had to make to reinstate my reservations, reinstate balance of my points. The last call lasted several hours. MS even blamed the customer for their mistakes. I was not pleased. Put on hold twice 25 minutes each time (timed it) and came back, lied to me that they played back telephone conversation that I wanted my reservation cancelled. Huh????

Have only been member for less than a year. Finally the problem was resolved, and they e-mailed me the resolution that fixed the problem, but was pretty appalled by the experience. I'm hoping things will improve in the future, or perhaps I need to request particular MS person that gets things right the first time. Who knows, maybe it was just one MS person that has been causing all the trouble, and everyone else is just fine.

 

[BEASLYBOO]

I've been a member since 2000 and I've lost count of how many reservations I've made over the years, and up to today's 3 calls, no problems. Changed my GV to a 2br since 1/2 of my traveling party backed out and then had to rebook a studio when the plans changed once again! Always pleasant and efficient, not a bad record for 11 years!

 

[Connears]

I am not a commercial renter but I do get busy with work and I have a lot of points so if I can't use them I need to find someone who can.

I don't think it should matter whether the reservation is in my name or someone else's...I expect to have a competent individual on the other end of the phone.

You seem to be ignoring the posts that have had no problems with MS (like mine for 17 years) and dwelling on you individual case...I think you need to look at the real picture and not just your issue...sorry but this is really something that only you can resolve. Clearly MS has a better track record than you think. I ask you, where is the INcompetence?

Connears

 

[TagsMissy]

Please vote...should be interesting...

I do find it interesting that most of us, including myself haven't had issues, or at least no major issues requiring fixing/multiple calls.

 

[bfrosty]

My first not-so-great MS experience happened just a few weeks ago.

We were booking concierge collection at Keystone resort and I specifically mentioned that we would like to use pts from one contract BCV, then take the other pts from our contract at VWL.

She said, sure...no problem, we can do that.

A few days later my confirmation came in an email/voicemail...you're all booked up Sir. I logged onto dvcmember and noticed they took the wrong pts out of each contract. Ugh.

Here is the good news when I called. The castmember said, oh Sir let me look into what happened and I can fix that. She put me on hold for minute and came back to tell me. Oh, they made a mistake and have filed paperwork to fix my pts. So, it was in the works of getting fixed before I called MS.

Wow, that was surprising...a little mistake, they caught it all on their own and were in the process of fixing it.

I said, "Have a nice day!" thanks.

Bfrosty

Ps. We've been DVC members since 2007.

 

[dianeschlicht]

Poof like magic - my 565 points were gone that should have been remaining available in my account when logged in. Poof again - my reservations for upcoming trip early March manually cancelled on a day I never spoke to them! So I had no reservations and no points available!

I voted 3. Think that's how many calls I had to make to reinstate my reservations, reinstate balance of my points. The last call lasted several hours. MS even blamed the customer for their mistakes. I was not pleased. Put on hold twice 25 minutes each time (timed it) and came back, lied to me that they played back telephone conversation that I wanted my reservation cancelled. Huh????

Have only been member for less than a year. Finally the problem was resolved, and they e-mailed me the resolution that fixed the problem, but was pretty appalled by the experience. I'm hoping things will improve in the future, or perhaps I need to request particular MS person that gets things right the first time. Who knows, maybe it was just one MS person that has been causing all the trouble, and everyone else is just fine.

Your case is one that I highly suspect might have been one of those "'test cases" that IT used when they were testing the new system.

 

[KAT4DISNEY]

I have had MS set up a waitlist for the wrong month. I was looking to not do a split stay in Dec and they set up the waitlist for Oct. I happened to call about something else and will often ask them to confirm what waitlists I have so I discovered it then. THANKFULLY it had not filled before I caught the problem.

Otherwise I've had to direct them to current or banked points I had available when they wanted to borrow. That's just been in a single call since I have several contracts and try to know exactly what is available to be used and what I would like used. I've noticed that some CM's have zero problems with multiple contracts and others take forever looking here and there. Makes me curious as to how the information is displayed.

 

[homedad]

i just made a sorta last minute ressie and made a zilllion changes to the point i was embarassed to call, they got everything correct and never were less than professional.........

 

[kaelarad]

We have been members since 1999 and other that some mis information we have never had an issue with a reservation.

I just booked two trips in the last month: one for June and our annual Christmas trip. I had two fabulous cast members work with me and within an hour or so had the email confirmation.

 

[dianeschlicht]

Glad to see MS is still as competent as ever!

 

[quirty30]

Glad to see MS is still as competent as ever!

You took the words right out of my mouth.

 

[TagsMissy]

Glad to see MS is still as competent as ever!

You took the words right out of my mouth.

With the amount of DVC members, mistakes will happen -- it happens anywhere and everywhere. I have not had to ever call back due to an error but having to call back one time if you notice something incorrect, to me, isn't a big deal -- it gets bigger if they cannot correct it on the call-back.

And yeah sometimes Murphy sits right on your reservation and things seem to downward spiral. Op, I am very sorry you had a bad experience with this reservation. Had you had problems before? I know Disney is famous for reverting to old info on reservations/accounts.

We had that at a restaurant locally the other night; our waitress overall is great she was just having a really---really bad night with our table in particular. We got our food, everything tasted wonderful, etc she was just off forgetting little things. We know how she can be, we had never had issues with her before just something with our table that night was going all wrong; her other tables had no issues. I felt so bad for her and she still got a good tip because of her attitude through it all; you could tell she was genuinely frustrated that she couldn't get it right. I wanted to hug her before we left.

 

[Fatalbie]

I didn't read all the replies but it looks like I am in the majority. I have had very very good experiences with MS and CM's at check in.

Jim

 

[pilferk]

I voted 2..but ONLY because of the misspelling issue (which typically only takes one extra phone call to fix). They've NEVER messed up the "meat" of any of our ressies. Points, duration, and booking category they've been dead on the head.

 

[jcf]

I voted 2..but ONLY because of the misspelling issue (which typically only takes one extra phone call to fix). They've NEVER messed up the "meat" of any of our ressies. Points, duration, and booking category they've been dead on the head.

While spelling is an error...I think some people have decided not to count that has a call back because they view it as minor...

 

[pilferk]

While spelling is an error...I think some people have decided not to count that has a call back because they view it as minor...

Which is why I added the context. For us, it's happened 5 out of 5 times we've made ressies (and not consistently to any one member of our party of 5)....so I'm not quite as willing to overlook it as COMPLETELY minor (had it happened once, I'd likely have voted differently), but I also don't view it as a MAJOR issue.

Something in between.

 

[jcf]

I don't see it as major issue either...doesn't mean I like calling to correct.

But, "1" in poll doesn't mean ZERO fixes excluding spelling errors...

 

[dcamdad]

I don't see it as major issue either...doesn't mean I like calling to correct.

But, "1" in poll doesn't mean ZERO fixes excluding spelling errors...

Then what does "1" mean? I took it as I am sure others also that it meant my original call to make the ressie. If you are now changing or just now explaining the meaning of "1" your poll is flawed.