Fed up and need e-mail for a manager.......

[Debs Hill]

I have a number of complaints/issues with member services at the moment....have e-mailed the general dvcmember e-mail and told to ring member services..........have rung member services on three occasions and still no further forward...........VERY fed up and wonder if anyone has a NAME and e-mail address of a manager that I can contact.
Thanks so much guys!
Debsx

 

[vicki_c]

You need to call DVC Quality Assurance. I can't remember / don't think that's a choice in the automated phone menu, but they should be able to transfer you or give you the direct number.

There is also an e-mail -I don't have it, but I'm sure someone will be along to post it - it has "member satisfaction" in the address I think.

 

[JWG]

If you don't mind the question, what happened?

 

[Deb & Bill]

Probably the best you can do it get someone from the Member Satisfaction Team ( or whatever they call it now). That address is on the member website (log in and find Contact Us).

 

[Debs Hill]

It's been a series of things and not very intersting...........
1) I still haven't recieved my DVC planner for 2010.....this is despite numerous phone calls and e-mails and an e-mail from DVC saying they are sorry and it will be with me in 3 weeks.......4 months later I am still waiting!!

2) I made a cash reservation for HHI and wanted to cancel the last night.........having spent 45 mins on the phone the cast member said that she couldn't do it and had passed it on to her manager to do and it would be taken off within 3 days. So I rang back to check and was told it hadn't been cancelled and that cast member couldn't do it either! He assured me that he would pass it on and someone would call me to confirm this had been taken care of..................2 weeks later it still hasn't been cancelled and no phone call!

3) I added 2 nights to an existing cash reservation and wanted to link the two as it is the same resort and same type of unit........was told that this would be done...........it hasn't been and I was told I might have to move rooms after 2 nights!!!

Basically I feel as though member services has really gone down hill and I am fed up of chasing them to do what they have promised! I just want it sorted and can't face spending anymore time on the phone with no resolution!!! I often find if you have a named person things get done quicker!!!
Debsx

 

[CarolAnnC]

It's been a series of things and not very intersting...........
1) I still haven't recieved my DVC planner for 2010.....this is despite numerous phone calls and e-mails and an e-mail from DVC saying they are sorry and it will be with me in 3 weeks.......4 months later I am still waiting!!

2) I made a cash reservation for HHI and wanted to cancel the last night.........having spent 45 mins on the phone the cast member said that she couldn't do it and had passed it on to her manager to do and it would be taken off within 3 days. So I rang back to check and was told it hadn't been cancelled and that cast member couldn't do it either! He assured me that he would pass it on and someone would call me to confirm this had been taken care of..................2 weeks later it still hasn't been cancelled and no phone call!

3) I added 2 nights to an existing cash reservation and wanted to link the two as it is the same resort and same type of unit........was told that this would be done...........it hasn't been and I was told I might have to move rooms after 2 nights!!!

Basically I feel as though member services has really gone down hill and I am fed up of chasing them to do what they have promised! I just want it sorted and can't face spending anymore time on the phone with no resolution!!! I often find if you have a named person things get done quicker!!!
Debsx

What are the dates for the cash reservation trip(s) that you are discussing? Were these reservations made with Member Services or CRO? If one is booked via MS and the other thru CRO then you may have to move rooms indeed as they cannot be linked. If that is the case, you may ask when you check in, but no guarantees.

Good luck to you.

 

[Debs Hill]

They were both reservations made through member services for April 2011....orginally had 10 nights booked and wanted to add 2 more nights at the start! Will let you know how I get on!!
Debx

 

[CarolMN]

Try this:

DVCmembersatisfactionteam@disneyvacationclub.com


Hope your issues get resolved soon. Good luck!

 

[jekjones1558]

We once tried to drop a couple of days from an existing cash reservation (made through MS) at HHI and were also told that because it was a cash reservation we would need to cancel the whole thing and rebook. We ended up just keeping the whole thing because our rate was much better than the rate for a new reservation.

 

[Debs Hill]

Thanks for your help! I have e-mailed member satisfaction and will let you know how I get on! Why don't I feel very hopeful about this?!!!
Debsx

 

[Connears]

It's been a series of things and not very intersting...........
1) I still haven't recieved my DVC planner for 2010.....this is despite numerous phone calls and e-mails and an e-mail from DVC saying they are sorry and it will be with me in 3 weeks.......4 months later I am still waiting!!

2) I made a cash reservation for HHI and wanted to cancel the last night.........having spent 45 mins on the phone the cast member said that she couldn't do it and had passed it on to her manager to do and it would be taken off within 3 days. So I rang back to check and was told it hadn't been cancelled and that cast member couldn't do it either! He assured me that he would pass it on and someone would call me to confirm this had been taken care of..................2 weeks later it still hasn't been cancelled and no phone call!

3) I added 2 nights to an existing cash reservation and wanted to link the two as it is the same resort and same type of unit........was told that this would be done...........it hasn't been and I was told I might have to move rooms after 2 nights!!!

Basically I feel as though member services has really gone down hill and I am fed up of chasing them to do what they have promised! I just want it sorted and can't face spending anymore time on the phone with no resolution!!! I often find if you have a named person things get done quicker!!!
Debsx

I have been a member since 1994 and have not seen any decline in Member Services. I have always had a great interaction on the phone and gotten all my answers done in timely and efficient manner. I do not think that your situation is at all typical...there is always a chance for error.

Connears

 

[mecanterbruy]

Try this:

DVCmembersatisfactionteam@disneyvacationclub.com


Hope your issues get resolved soon. Good luck!

My wife and I had a lot of trouble with a reservation in May of 2011. We finally e-mailed member satisfaction and they were able to resolve the issue. Hope you get better results from them!