DVC "policy" is costing me points!

[bumbershoot]

However, I think that there should be flexibility to modify the points used when there is availability

They do, when there’s availability. And you accomplished it with the modification tool. Which cancels your original while holding things in place. Which is what some CMs could/would do in the past, but others CMs didn’t know how to. Now that there’s the modification tool, why hope you’ll get someone who knows how to do it?

What you didn’t know before is that there was a cancellation involved. Now you do.

 

[Kevin D]

...DVC has been making exceptions to this policy and is no longer doing so (something they told me themselves)....

That's it right there. They were making exceptions to the policy. Back before resale was what it is today, before renting was what it is today, they made some exceptions because there was wiggle room to make some people happy and (here's the important part) not make other people angry. Inventory isn't what it once was and it's a lot more competitive. They simply decided that they can't keep fudging things around for folks because it's making other members angry/frustrated that they aren't able to get what they want.

 

[crisi]

That's it right there. They were making exceptions to the policy. Back before resale was what it is today, before renting was what it is today, they made some exceptions because there was wiggle room to make some people happy and (here's the important part) not make other people angry. Inventory isn't what it once was and it's a lot more competitive. They simply decided that they can't keep fudging things around for folks because it's making other members angry/frustrated that they aren't able to get what they want.

And what happens is that people come here and post that member services did it for them. Then the EXPECTATION becomes it will happen. When it doesn't, that creates problems - problems for the member who is now unhappy because instead of not getting magic, they didn't get their base expectation met. Problems for the CM who gets that unhappiness directed at them, who is not getting paid well enough to put up with it and has no control over policies and systems. Problems for the DVC management, for whom that sort of call impacts call completion time - a number they are certainly measured on. Its taken Disney a very long time to figure out that there is a reason to adhere to your policies and that delighting a customer by making an exception sometimes makes things worse for a lot of other people.