DVC Sales is Losing the Magic with me

[drakethib]

The sales department at DVC has driven me to cancelling my purchase!

We were in Orlando earlier this month. On 3/9 we took the SSR tour and were very impressed. Our guide was thorough enough and answered the questions we had. I was more impressed by the paperwork they let us take with us to study (sample contract, financing options, etc.), it made us more comfortable.

I was so excited about the place that I called our rep from the airport(got the voicemail)! I had a couple of bank/borrow questions and we were done.

After a week of unreturned calls I was able to place my order and give a deposit. I was told the FedEx would arrive today(it didn't). I called Quality Assurance to see what happened and they said it sould have been delivered. They just called me back to say they found it and would send it tonight.

Out of frustration (and a little buyers remorse) I told them to keep the contract and return my deposit.

As this process has moved on it's been less "magical" and more Timeshare. I have practically begged to buy a piece of the magic.

Is the lack of customer service I have encountered typical for this division of Disney? To me, it is totally out of "character!"

Buyers remorse or not, It sure sounds to me like you had a bad sales rep. In my line of work if what you say is true, I would have lost a client. As great a Disney is, all of their people are not 100% customer oriented. Sounds like you hit a bad one.

On another note, I have both bought resale for TTS as well as a recent add on direct from Disney. Both sales experiences were great.

Perhaps you should call DVC and ask for another rep and expalin how you felt you were treated or indeed follow through with going resale.

I think in the end you will be glad you did.

 

[drakethib]

Wow!!! If you are that frustrated with DVC, and the lack of "warm fuzzies" that you got....just WAIT 'till you get to the ROFR process....it's a virtual BLIZZARD compared to DVC guides!

You haven't experienced frustration until you've been through that mess!! I have been lucky (I am also a big chicken, and "bid high" on contracts)...but, I have seen others submit THREE contracts before they get one.

I am not trying to discourage you....just give you a little "heads up".

But, make sure you post on the ROFR thread when you get one....we will DEFINITELY support you over there!!!



Beca

Amen sister on the ROFR.

That is the only downside to Resale.

On another note, don't be scared to not pass ROFR. with time on our side I made a lowball offer on our first purchase and the resale agent stated that it would probably not go through.

3 weeks later it did !!!!

 

[zurgswife]

I bought DVC at the BWV from Disney over 5 yrs ago...had the worst guide...he misrepresented a few things and how a cc charge would be handled...but did that change my mind...heck no...I knew that my dealings with the "guide" were very limited after the sale....and guess what we have not spoken to him since...probably doesn't even work for DVC any more...

Are we happy DVCers you bet...we have purchased an additional 2 contracts at BWV...and love it....don't let the purchase process get you down....look at the bigger picture...

 

[lllovell]

I was not happy with our guide. He called promptly until the contracts were returned to DVD and then it was next to impossible to get a returned phone call from him. I dont mind voicemail at all and have no problem leaving a message, but I hate it when my calls aren't returned within a couple of days (prefferably that day).

So...I called and once again couldn't get him and this time, I asked for someone else. I explained that my guide NEVER calls my cell (which I have asked them to put as my main contact numbers since calling me at home means it will be at least another 24 hour delay before I can get back to them), I explained that my guide returns calls several days after the fact, and I explained that I would like another guide. Calmly, not allowing myself to show frustration or anger. Since then, no problems. (and this guide came recommended so who knows - maybe I knew too much and didn't really seem like I needed enough from him so he was busier with people that had hours of questions...either way - it wasn't acceptable.) Finding somene to take care of the problem for me was all I needed to make me happy again with DVC.

 

[poohj80]

The sales department at DVC has driven me to cancelling my purchase!

We were recently assigned a new DVC guide. May I asked who you used that was so frustrating? We may just have to stop by and meet our new guide on the next trip.

 

[mark&sue]

We are British and we did the tour in October and signed the contracts and everything was completed on the day of the tour. We bought 400 points. We didn't need to wait for phone calls or anything as it was all done in the two hours we were on the tour.

Maybe we would have changed our minds if we had to wait for something but it was all done and dusted by the time we left. I know there was a cooling off period but we would have to get back to DVC and not the other way round. Does this not happen to everyone?? They gave my DH a lift back to the hotel to get our passports and that was the only delay.

We returned to UK as DVC owners (with our DVC duffle bag) and I can't wait for our first visit "home".


Susan

 

[Jynohn]

I'm sorry you had a negative experience. From my perspective, however, I was actually very pleasantly surprised by the fact that I was not inundated with phonecalls and emails from DVC after I first expressed interest in purchasing. Before I decided to take the plunge I was very hesitant to contact them for more information because I thought that I would be "harrassed" once they had my contact info.

After I finally made the call, I braced myself for the high-pressure phone calls which never came. My guide did call to introduce himself and to let me know that he was available to answer any questions, then I never heard from him again. It was finally me that decided to call back almost 4 months later to finalize the sale. It's the fact that I wasn't hounded constantly that made me realize that this "isn't just another timeshare."

I've been extremely happy with my purchase so far, even though I've yet to make my first trip home! Hopefully if you decide to go through with the purchase you can be assigned another guide who will be more attentive. Good luck with whatever you decide!

 

[Miffy2003]

Maybe we would have changed our minds if we had to wait for something but it was all done and dusted by the time we left. I know there was a cooling off period but we would have to get back to DVC and not the other way round. Does this not happen to everyone?? They gave my DH a lift back to the hotel to get our passports and that was the only delay.

Hi Susan,

I know the UK has laws concerning timeshare that are extra (or different) to those in the US, this could be why?

To answer the OP - we did it all over the phone, sight unseen and got the documents Fedexed to the UK with not a single hitch. If you really want to join DVC, don't let this experience put you off! Explain to your guide your thoughts and then if you get no satisfaction, ask to be given a new one.

Good luck with your decision!

Karen

 

[Lasrnw]

We bought sign unseen by phone with a great rep who returned ALL of my calls prompty and answered ever single silly question I had.....I am a very ,very picky person and I have to say it was the most pleasant purchasing experience I have ever had. E-mail me (Lasrnw@aol.com)and I'd be happy to give you the reps name and number I used. He was nothing less than outstanding!

 

[JimC]

Sorry you are getting less than you expected from Disney. We bought direct from Disney. Our guide is Byron Helgeson. He is always prompt in returning phone calls and very patient in many, many questions from us.

We also bought resale from The Timeshare Store. Our agent is Pat Spell. We just got her assistance to buy another contract (Marriott) and listed a DVC contract with her. She is very easy to work with and very professional.

 

[LindaBabe]

We had a similar experience and absolutely LOATHE our guide, but we went through with the purchase because we really wanted our points. But I'll never refer a single person because they'd wind up with the same &%*$( as their guide. Unfortunately, it seems impossible to get rid of Mr.X.

 

[rriley25]

Wah!

But I mean it in a good way.

 

[SoCalKDG]

Guide, whats a guide? Never talked to one, bought resale, who knows, might have to find his phone number to do an addon.

 

[Alexander]

DVC is very, very busy. I witnessed this while making phone calls and I also witnessed it while I visited their offices in February. In addition to new sales, there is a great incentive for current buyers to add-on at SSR. There are so many people also looking to buy into the sold-out resorts. I can't believe how many of them are on these boards, imagine the true number of people out there calling to inquire about this as well.

While DVC is a "sales business" they are doing pretty darn good. Their product sells itself. They don't need to beg you to not cancel your contract, someone else will buy it, it's less work for them to put it together, and it'll save them some money mailing out your contract, backpack and litograph via FedEx.

I'm thinking buyers remorse came into play here and this was a very easy excuse to get out of the contract. If you were so sold on the magic, you would not have cancelled. Sorry, just MHO..... Everybody has busy days and things may take time. Patience is a virture my friend!

 

[DadisGoofy]

First off, thank you all for your input. good,bad or indifferent... I have learned an enormous amount . I have also had some time to reflect.

I am away on business, but received a call from my wife today saying a package from DVC was dropped off via FedEx. We plan to look at it next week when I get back.

I agree I acted very hasty in condemning all of DVC for my experience. I now think we connected with a guide who over-promised and under-delivered.

Question: While I take full responsibility for my behavior , part of my urgency was instilled by the guide who said I had 3 days from my return from Florida to take advantage of the $8/ point discount (we returned on 3/12 with the understanding we had until 3/15). That being said, the guide first returned our call on the 15th. I am now wondering if the deadline is normal operating procedure or merely something this particular guide has in his/her presentation?

Thanks again to all!

 

[poohj80]

The 3 day period is standard and not just added pressure by your guide.

 

[tjkraz]

The 3 day period is standard and not just added pressure by your guide.

Agreed. It is standard for those who tour on-site.

However, note that you are not committed until you actually sign and return the paperwork, and even then you have 14 days to call back, cancel the deal, and receive a full refund.

 

[Alexander]

Agreed. It is standard for those who tour on-site.

However, note that you are not committed until you actually sign and return the paperwork, and even then you have 14 days to call back, cancel the deal, and receive a full refund.

I didn't see anywhere in our paperwork that we only had 14 days....We did have up to 60 days to get the paperwork back, but that was the only timeframe that I saw in all 6 million papers they sent. Well, it wasn't an issue as we knew for sure we wouldn't be canceling so I never really inquired with our guide about it.

 

[tjkraz]

I didn't see anywhere in our paperwork that we only had 14 days....We did have up to 60 days to get the paperwork back, but that was the only timeframe that I saw in all 6 million papers they sent. Well, it wasn't an issue as we knew for sure we wouldn't be canceling so I never really inquired with our guide about it.

There is no specified time limit to initially sign and return the docs. However, once you HAVE signed and returned the docs, DVC still allows for a 14-day no penalty cancellation period. Florida law mandates something like 72 hours to cancel after signing, but, at least as of our purchase back in '03, DVC voluntarily extended that period to a full 14 days.

 

[Alexander]

Ok! Thanks! I read those papers inside out and backwards and couldn't remember seeing that! Thanks.

SoCal,
You asked what a guide was a while ago, it's the sales person who sells you your contract at DVC. You know employees are castmembers and salesmen/women are guides! It's Disney talk!