DVC technical support team responsiveness ?

[syng0]

Hi All, I was making a change to an existing reservation 4 days ago and during the process, something messed up and the DVC representative said that they will have to transfer the case to technical support. They said somehow my points dissapeared ?? . They put a hold on the reservation that I want to make saying that I am guaranteed the room but it will take sometime to resolve ( a few weeks! ). Has anyone had experience with tickets logged with their technical team ? How long did it took you ? My problem is I want to waitlist on a resort but I am unable to do that since the reservation that I want cannot be confirmed until this is resolved

 

[palhockeymomof2]

I had a similar problem last March 2010...it took about 2 weeks for my points to get straighten out and the reservation to show up on the DVC member website.......beware though...I just called last week for a new reservation and the 6 points that were missing are missing once again....the manager said she can see them on one screen but not the other....and they aren't on the DVC website anymore so the issue was once again given to the IT department and as of today has not been resolved.....from now on i'm printing out my points information after each reservation...i have 1 main contract and 2 add ons all direct from disney

 

[syng0]

aww..thanks for your reply...I guess I've got a long wait to get this resolved this..

 

[palhockeymomof2]

hopefully you'll be luckier than i was and it will be resolved quickly....I was nervous at first since the reservation didn't show up on the website and i did call back to double check

 

[Sandisw]

I had an issue right after the system changes in the fall and it took about 2 weeks to get my reservation.

It was the same as you in terms of wait list. The good thing was that during the time I was waiting, one of the rooms became available and they put that on hold for me.

Good luck!

 

[dianeschlicht]

I had a minor problem a few years ago when an MS rep typed something wrong. She knew right away that she had made an error, and she told me about it and explained what would happen and that all would be right eventually, but that it might take time. Two weeks later it was all back to normal, so yes, it can happen (they are human too), and it will be fixed eventually. Just make sure YOU keep good track of it so you know your totals.

 

[syng0]

It took about 1 1/2 weeks to resolve..Which is still faster than 2 weeks so I'm glad !

 

[palhockeymomof2]

I wanted to update our situation...we had 6 point missing from our account-I called on 2/19.......and I received a call yesterday 3/25 that the points were put back in our account so it took 5 weeks to resolve our issue......

 

[Goofy4Disney99]

We have had many challenges with MS and IT over the years. We've had MS make a mistake and then blame "the system" telling us it was down. When I would later talk to a supervisor, the supervisor would tell me that the system had never been down. It certainly doesn't give you a feeling of security. I often feel put into a defensive mode and also feel the need to have more knowledge of the rules than the cast member. The most recent fiasco was when I was making a ressie for early January 2012 at the beginning of the 11 month window. I was told the system could not handle any 2012 reservations. It took about four weeks of calling back for them to finally fix the problem. Bottom line is we ended up with what we originally requested. Very frustrating!