Experience with MS Phone or Chat for Reservations

[MyDogTink]

Are calls with MS on recorded lines? Guides are on recorded lines. I need to know how they would respond.

Especially when its via chat with members having evidence of what is said vs a phone call where MS has to dig through calls for the evidence of what was said on a call.

 

[Girlstar30]

Yeah I am the opposite of @VGCgroupie I never fail to find the bad deal.

It was my first contract with board sponsor and I didnt know their was a choice in the matter they literally told me my title company would be Magic

 

[VGCgroupie]

Nope, for the for the purchase of 15 lousy points. I’m up to about $700 in fees. These are going to be the most expensive resale boardwalk points in history.

Woah.. I will make sure I never use that title co. I have used online notaries or UPS notaries for my resales, all easy and all very cheap no witnesses needed.

 

[VGCgroupie]

Are calls with MS on recorded lines? Guides are on recorded lines. I need to know how they would respond.

I believe that they are although I cant remember being told that like I am when I talk to my guide.. hmmm

 

[Flash_Sloth]

A few weeks ago, I called to buy OTU points & make a reservation. I forget the exact phrase used, but the CM asked me to confirm it was for personal use. It was, and the conversation moved right along.

 

[Girlstar30]

Woah.. I will make sure I never use that title co. I have used online notaries or UPS notaries for my resales, all easy and all very cheap no witnesses needed.

Stay away from Magic for reals. They were not friendly, in no rush, and gave some bs excuse on "we tried to be able to have online notaries approved, but it was denied "

My agent also told me when I was frustrated and cc'ed her manager and then she decided to be nice that she knows how important this is to me and my daughter when I dont have a daughter No cares given

 

[BeachClub2014]

Here's my contrarian view......

• I don't understand the need for folks to suddenly engage frontline cast members in a game of "DVC Rental Rules Gotcha". What's the point? It's not productive, wastes time, and causes delays to other members who actually need their assistance.
• Frontline CM's have been offering inconsistent and inaccurate information on all sorts of stuff since OKW was the only DVC resort. This is nothing new.
• Has anyone here had a rented reservation cancelled because it wasn't a "friend or family" as the lead guest?
• Has anyone here not been able to make a lead guest change?
• Other than the addition of a checkbox when making or modifying a reservation, has anything else actually changed?
• If someone, in this case a DVC frontline CM, gives an inaccurate answer, it doesn't mean that they are lying or intentionally misleading. Perhaps we should show a little grace and allow that maybe they just made a mistake.
• If you believe that DVC has violated one of the various Florida laws often bandied about here in these threads, then hire a lawyer and pursue your redress.

 

[VGCgroupie]

Here's my contrarian view......

• I don't understand the need for folks to suddenly engage frontline cast members in a game of "DVC Rental Rules Gotcha". What's the point? It's not productive, wastes time, and causes delays to other members who actually need their assistance.
• Frontline CM's have been offering inconsistent and inaccurate information on all sorts of stuff since OKW was the only DVC resort. This is nothing new.
• Has anyone here had a rented reservation cancelled because it wasn't a "friend or family" as the lead guest?
• Has anyone here not been able to make a lead guest change?
• Other than the addition of a checkbox when making or modifying a reservation, has anything else actually changed?
• If someone, in this case a DVC frontline CM, gives an inaccurate answer, it doesn't mean that they are lying or intentionally misleading. Perhaps we should show a little grace and allow that maybe they just made a mistake.
• If you believe that DVC has violated one of the various Florida laws often bandied about here in these threads, then hire a lawyer and pursue your redress.

Re: the bolded question above. Some have been refused a name change unless they declared it was friends and family.

I will happily wait to be assisted by MS if it helps us figure out what is allowed. We wouldn't have to do this if DVC would just put out an official statement to members.

 

[Girlstar30]

Here's my contrarian view......

• I don't understand the need for folks to suddenly engage frontline cast members in a game of "DVC Rental Rules Gotcha". What's the point? It's not productive, wastes time, and causes delays to other members who actually need their assistance.
• Frontline CM's have been offering inconsistent and inaccurate information on all sorts of stuff since OKW was the only DVC resort. This is nothing new.
• Has anyone here had a rented reservation cancelled because it wasn't a "friend or family" as the lead guest?
• Has anyone here not been able to make a lead guest change?
• Other than the addition of a checkbox when making or modifying a reservation, has anything else actually changed?
• If someone, in this case a DVC frontline CM, gives an inaccurate answer, it doesn't mean that they are lying or intentionally misleading. Perhaps we should show a little grace and allow that maybe they just made a mistake.
• If you believe that DVC has violated one of the various Florida laws often bandied about here in these threads, then hire a lawyer and pursue your redress.

Im not trying to "get them" or be right and argue about what the law says, i genuinely want to know the rules as this is very important to me to adhere to them and they should know the rules of the company they are working for.

Before they weren't taking such a hard stance on this as is the way it's going now, so just because before nobody has had a reservation cancelled, doesnt mean that with this rapidly evolving situation my future rental that I already booked wont be cancelled and I have a right to know if this is going to happen and if I'm doing something against their policy.

I dont know if the cast member just made a mistake and that's why I want clarity on the actual policy and I dont know if DVC is in violation of any law and im definetely not going to hire a lawyer because no one knows what the policy is and thats the whole issue here.

 

[BeachClub2014]

I will happily wait to be assisted by MS if it helps us figure out what is allowed. We wouldn't have to do this if DVC would just put out an official statement to members.

Im not trying to "get them" or be right and argue about what the law says, i genuinely want to know the rules as this is very important to me to adhere to them and they should know the rules of the company they are working for.

.....and your thinking is that some rando frontline CM is the be all, end all in providing you a specific, concrete answer? You can't honestly believe that to be true.

DVC has put out an official statement to members. It's the POS and other legal documents we all signed when purchasing. If you operate within those rules, then rent to your hearts content.

 

[Girlstar30]

.....and your thinking is that some rando frontline CM is the be all, end all in providing you a specific, concrete answer? You can't honestly believe that to be true.

DVC has put out an official statement to members. It's the POS and other legal documents we all signed when purchasing. If you operate within those rules, then rent to your hearts content.

Yes i think that the frontline cast members should know their policy. Its not one cast member making a mistake. Its all of them saying something different and that is an issue and now more than one has said renting to strangers is not allowed.

I should be able to ask a frontline CM from MS and get an answer. And it makes me uncomfortable to just operate within the POS rules and not ask these questions when these frontline cast members are asking me to attest that im using this for my own personal use and my personal use means no strangers according to them if that is my intention in the future. I do not wish to lie to them or have them not book my reservation or cancel it.

Perhaps you are comfortable with attesting to personal use in a recorded chat and then renting to strangers when frontline cast members are the ones asking you to attest and telling you its prohibited. I am not.

 

[VGCgroupie]

Yes i think that the frontline cast members should know their policy. Its not one cast member marking a mistake. Its that they all say something different and that is an issue and now more than one has said it is not allowed.

I should be able to ask a frontline CM from MS and get an answer. And it makes me uncomfortable to just operate within the POS rules and not ask these questions when these frontline cast members are asking me to attest that im using this for my own personal use and my personal use means no strangers according to them.

Right? It's basic customer service 101. I should be able to call and get a correct answer and not just accept "oh they are often wrong" No, especially when we pay for MS. The complacency of some is shocking.

 

[BeachClub2014]

Yes i think that the frontline cast members should know their policy. Its not one cast member making a mistake. Its all of them saying something different and that is an issue and now more than one has said it is not allowed to rent to strangers.

I should be able to ask a frontline CM from MS and get an answer. And it makes me uncomfortable to just operate within the POS rules and not ask these questions when these frontline cast members are asking me to attest that im using this for my own personal use and my personal use means no strangers according to them if that is my intention in the future. I do not wish to lie to them or have them not book my reservation or cancel it.

And the CM you asked gave what you believe to be an inaccurate answer, right? My point is that many here are asking questions that cannot and will not be answered by cast members on a chat. Parsing every word that they use is not ever going to get you where you want to be. Most of us here are probably more conversant in some of the finer points of DVC than is the average frontline CM.

Don't look for a problem until you actually have a problem.

 

[VGCgroupie]

Don't look for a problem until you actually have a problem.

I have a problem. I don't know what is and isn't allowed with my membership.

 

[Girlstar30]

Right? It's basic customer service 101. I should be able to call and get a correct answer and not just accept "oh they are often wrong" No, especially when we pay for MS. The complacency of some is shocking.

Exactly and then be expected to comb through all these POS rules myself and not ask them? Members services is there to answer our questions and yes we are paying for this, good point!

 

[Girlstar30]

And the CM you asked gave what you believe to be an inaccurate answer, right? My point is that many here are asking questions that cannot and will not be answered by cast members on a chat. Parsing every word that they use is not ever going to get you where you want to be. Most of us here are probably more conversant in some of the finer points of DVC than is the average frontline CM.

Don't look for a problem until you actually have a problem.

I dont know if its inaccurate or not! I never said i believed their answer to be inaccurate. If I knew i wouldnt ask! Im not looking for any problems I want to avoid problems!

 

[BeachClub2014]

Right? It's basic customer service 101. I should be able to call and get a correct answer and not just accept "oh they are often wrong" No, especially when we pay for MS. The complacency of some is shocking.

We've had well over 200+ pages of great debate on what is the correct answer, with some of the most knowledgeable people in the DVC world, and still no clarity as to what is the "correct answer." Pestering CM's with hypothetical, nuanced questions isn't ever going to be fruitful.

And I am not at all complacent; I have just learned through experience to manage my expectations. If you truly want a definitive answer, then go seek it from someone in DVC who can provide it, not some random frontline CM whose main role is to handle transactional activities.

 

[BeachClub2014]

I dont know if its inaccurate or not! I never said i believed their answer to be inaccurate. If I knew i wouldnt ask! Im not looking for any problems I want to avoid problems!

From everything that you know and everything that you've read, do you really think the CM was correct when they said that you cannot rent to strangers? I find that hard to believe.

 

[Girlstar30]

We've had well over 200+ pages of great debate on what is the correct answer, with some of the most knowledgeable people in the DVC world, and still no clarity as to what is the "correct answer." Pestering CM's with hypothetical, nuanced questions isn't ever going to be fruitful.

And I am not at all complacent; I have just learned through experience to manage my expectations. If you truly want a definitive answer, then go seek it from someone in DVC who can provide it, not some random frontline CM whose main role is to handle transactional activities.

No one has been able to provide the correct answer so there is no one in DVC to seek it from like you are telling people to do. Who should I seek it from that can provide it?

By asking questions we are letting it be known that we want answers and no im not going to stop asking until I get an answer and know the rules. Their main role is to help customers and answer our questions.

 

[BeachClub2014]

I have a problem. I don't know what is and isn't allowed with my membership.

You do know. It's all spelled out in the governing documents. Read them. Follow them. If you run afoul of DVC while doing so, THEN you have a problem to address.