DVC Member Services Report Card

[dianeschlicht]

Well I would have voted with the others until this morning. I have always had a great experience until today. I had a reservation for 7 nights in a 2 BR for October at BCV with my BCV points. I called today to drop the first night because we are going to stay on cash at AKL instead. The CM accidentally cancelled the whole reservation and even said oops right after she did it. In the time it took her to try to fix her mistake the 2BR was booked by someone else. Now she says she can only put me in a 2BR at SSR and waitlist me for BCV. I find this inexcusable.

I agree! TOTALLY inexcusable! I would have asked for the supervisor. It was the MS CM's mistake, so why should you pay the consequences?

 

[dianeschlicht]

You situation is certainly unfortunate, and I would be unhappy and disappointed, too. But, since the CM did press the wrong button and cancel the room, and since the room then was re-booked by another member in the meantime, the only other solution would be to bump the member that was booked and tell them there was an error, apologize to them, and put them on the top of he waitlist. Either way, there isn't an easy solution, and MS is between a rock and a hard place.

Someone has to be treated unfairly in this situation, either you or the member that snagged the room, as they can't make a room available where there is not one. It sounds like MS is taking responsibility, and placing you at the top of the list...but I know that is little consolation.

I understand that, but what happens to the CM? They don't suffer any of the results of the "mistake".

 

[Chuck S]

What should happen to the CM? It was a simple human mistake...one that the CM realized immediately. It was just awful that someone else snapped up the room, otherwise the CM could have easily corrected the error by re-booking. Even the best trained and most conscientious person makes mistakes from time to time.

Other than a notation in their employement file or performance report, what action would be appropriate?

 

[CarolMN]

Wonder if MS tried to get a room out of "developer" inventory to clear the mistake? Or tried to work with CRO to get a nother 2 bedroom? Seems to me they could have done something - it doesn't seem right to make a member suffer for the CM's mistake.

I don't think the CM should be punished for making a mistake, but I do think MS/DVC should have stepped up to make this right for the member - if CRO had cash rooms available, I just know DVC could have done something (maybe traded the dates for another time with CRO, for example) to make this right.

The only fly in the ointment might occur if the "lost" room was one of the 2 bedroom units with 2 queens in the second bedroom (as those are limited and are never sent to CRO). But I bet the member would rather be at BCV in a "sleep sofa" 2 bedroom than at another resort.

JMHO. YMMV.

 

[wdwstar]

Originally Posted by Maistre Gracey
I voted "very satisfied".
Perhaps I've just been lucky, but everytime I call MS I always get a pleasant, knowledgeable, and helpful CM on the other end.

I couldnt have said it any Better ! Thank You MG

 

[byoung]

In my 2 years calling MS I have had nothing but good things to say about the CM's there.

 

[jdvm]

I've been working with Member Services since 1992---often with a reservation in about five pieces with gaps. I really can't remember a bad experience.
John

 

[simzac]

Called MS earlier this evening to make a reservation for out next trip. Spoke with Cynthia, she was very pleasant and helpful. She answered all my questions, and noted my only request(NS room) on my ressie. I feel MS does an outstanding job and hope they keep up the good work. JMO

 

[disneynutz]

It looks like most are happy with the people at MS. What about the MS system and the website?

 

[summergolf]

We have only called twice to set up our first 2 trips...absolutely no problems..smooth and quick

 

[lulu71]

Good and bad I guess. I have had a question that a CM couldn't answer and then I get mysteriously hung up on and have to get in the queue all over again. This has happened twice, two different CMs, two different scenarios. Very annoying. But the outstanding, above and beyond CMs that I have encountered through the years have more than made up for the ones who were lacking.

here's an example - This week, I was booking a reservation for feb 08 and needed to borrow 10 points from 09 UY to do it (My UY is Feb). No problem, right? The CM swore up and down that she couldn't do it because we were still in 07. Huh? This is an 08 reservation. She put me on hold, hung up and I called back and got the best CM, Heather, who through my conversation with her, I realized that MS had royally messed up my points when they had to do a manual adjustment because of another problem with another CM. She got it all straightened out and personally called me back a couple of days later to tell me it was fixed. So because of her outstanding customer service skills, the other problems were somewhat negated.

 

[CarolA]

I voted very satisified.

I have only had a long wait once (member cruise booking NEVER again! LOL!)
and never had a rude CM. ( I tend to call late afternoon because that's when I remember LOL!)

 

[diznyfanatic]

What should happen to the CM? It was a simple human mistake...one that the CM realized immediately. It was just awful that someone else snapped up the room, otherwise the CM could have easily corrected the error by re-booking. Even the best trained and most conscientious person makes mistakes from time to time.

Other than a notation in their employement file or performance report, what action would be appropriate?

Here's one type of solution I can think of that would minimize the risk of things like this happening. I'm sure there are many others.

Partial or full cancellations could go first into a Pending Queue for a specified period, and during that time they couldn't be snapped up and booked by someone else. Let's say for the sake of this discussion, this brief period of time is 5 minutes. Once that time expires they would then move to the Available Inventory Queue and are able to be reserved.

This allows time for a major mistake to be corrected so that members are not penalized for the human errors made by CMs.

Sometimes I really wonder if Disney put any thought into their computer systems at all.

 

[jarestel]

Sometimes I really wonder if Disney put any thought into their computer systems at all.

I'm sure they put a lot of thought into the system. Unfortunately for us, that was when Fred Flintstone was their IT guy.

But to the question at hand -

I've always thought MS did a fine job. I did have one fellow once who gave me the impression my phone call was keeping him from more pressing affairs, but 99% of the time all of the CMs are pleasant and efficient. So I voted very satisfied.

 

[fishermouse]

While this truly puts you in a bad situatuon, I don't see where it was caused by an incompetent CM. I see it as a human mistake. She knew she hit the wrong key as soon as she hit it. That is just human error, and no matter how much somene is trained to knowing all the ins & outs of the DVC system, things such as this will always happen.

Now, I agree there should be a remedy for this. That's a whole different subject.
I don't have the answer for the remedy, but as Chuck said.. Did you ask for a supervisor?

MG

Would hate to have to be liable for all my bad keystrokes! That said I agree that MS has always lived up to my expectations.

 

[dznymom1]

I am very satisfied and have been since 1992. I also appreciate that MS has extended their hours of operation and increased their staffing so that I rarely have a wait of more than 5 minutes. It seems there was a period of time (maybe 3 or more years ago) when they must have been training lots of CMs because they were less sure of themselves than they are now. I do miss the days when I would frequently get the same CMs and exchange small talk, but with DVC growing the way it is those days are gone!

 

[tazhughes]

I voted somewhat, just because I think improvements need to be made with the reservation system. I must say that every cast member I spoke with has been very helpful and polite.

 

[kimberh]

The member sevice CM have been most helpful, for the most part. I have been on some very long waits. Some over 20 minutes. Their computer system still needs some help. My points are still messed up from my AKV purchase. I am hoping this straighens out when the resort name gets added. My 2006 uy totally disappeared. Member Services assures me, that it is still there, but it is not showing on my screen.

 

[paults]

2002 we have never had any issues with MS. Every CM I talked with has been polite and very helpful

 

[DVC~OKW~96]

I've seen a steady, slow decline in the level of high quality service I used to receive from MS. Most recently I had quite bad service, but I'm not going into it here as it serves no purpose.

The site. Terrible. I've worked for two years with MS and everyone else they've sent me to, in an effort to gain access and still cannot. It's very frustrating.

Actually, I'm pretty unimpressed with my DVC right now. Unimpressed enough to wonder if I really want to keep it.