? for anyone who has changed guides

[Luckymommyx2]

When we originally toured we had "Dave" but were not happy with his treatment of us when we came home to unexpected medial issues which prevented us from buying into DVC at the time.
Fast forward five months when we were able to manage the medical expenses and ready to buy. Since we were not prepared to go with "Dave" again we reached out to fellow Dis'ers for their recommendations. Many came back with "Mike" and so we contacted "Mike" and told him our situation and that we were ready to buy.
It seems that "Dave" got all the credit for our DVC purchase (still unsure why) and that "Mike" is not returning my calls--he's passing them on to "Dave"!! I spoke with two DVC reps that had changed my guide's name in the system from "Dave" to "Mike" a few months ago, even getting emails stating "Mike" is my guide yet he does not seem to want to work with me.
What do I do? Should I give "Dave" a second chance, as "Mike" why he doesn't want to be our guide, or request yet another guide? I'm just a wee bit frustrated because I feel like no one wants to work with us and honestly, I don't call and bug them a lot or anything. I've only called twice, three times at most!!

**names changed to protect identities

 

[Beca]

Hmm...I don't like this situation, either. I would definitely get another guide...I don't know what is going on, but you shouldn't be "forced" to accept "Dave", and if "Mike" feels weird about taking you...maybe you should try a third guide.

I learned something from my VERY nice guide not too long ago (his name is Gib McCain BTW, ). There are two different designations of guides, "phone" guides and "walk-in tour" guides. If "Dave" and "Mike" are both "walk-in tour" guides...they may feel funky about you switching, but a phone guide would not even see a tour guide (I think the phone guides are at a different location...Celebration comes to mind, but I am not sure). Obviously, "Dave" is a "walk-in tour" guy...maybe you should try to get a "phone" guide.

Either way...you should be able to have a guide that you feel comfortable with. Just curious, do you have "Mike's" direct number? Does he ever answer his phone directly, or does it just roll over? It seems that if you call him directly, he's GOT to answer sometimes...just don't leave messages if you want to continue working with him.

Please let me know how this works out for you...I am always SO sorry to read posts like this, because I ADORE my guide...and, it makes a huge difference in how I feel about my DVC. I can call him for anything (and often do)!



Beca

 

[Luckymommyx2]

Thanks for the reply Beca! I just feel a little upset about this and now I'm not too fond of working with either one of them. I almost feel like they're saying, "okay, we've got their money so on to the next." It may not be this way at all but it's the impression I'm getting.
I never knew about the walk-in tour guides and the phone guides. Maybe that's part of the problem. Another thing is that when we switched it appeared that both "Dave" and "Mike" knew each other very well. My husband said he will call "Mike" and find out why he didn't return our call and instead gave it back to our original guide but I'd prefer not to force anyone to work with us that clearly doesn't want to.
I just always hear of the good relationships with DVC members and their guides and I'm wondering why I've struck out twice now!
Can you tell me if Mr. McCain is a phone guide? Maybe I should call a main DVC number and see if they can recommend someone, although they weren't to quick to let me switch guides to begin with. It was like playing 20 questions! Oh well, I would like to think this will work out somehow. All I wanted was my DVC backpack which I haven't received, and I've been a member since August, and I had a simple question about a banking reminder in my email. Thanks for letting me vent!

 

[domestic goddess]

I think that it must depend on the guide. The original guide that we had is apparently no longer with the company and we were notified that Scot (MacDonald) would be our new guide. This was a couple years ago. Scot has not made anything off of us because we bought from someone else. However, we have received correspondence from him and phone calls "welcoming us home" when we have "come home". I have called him several times with questions and concerns(like SAB refurnbishing during our trip this next month) and he is always quick to return the call if he is not available and also to get information. He has also asked us to stop into the office and meet him face to face when we are there next month.

As a result I have referred a few friends to him for possible future purchases. Isn't that the nature of that business? I am always willing to make a referral for excellent customer service. You never know when the person that you are helping may send you another customer!

Good luck!!

 

[Luckymommyx2]

Thanks! I think I'm going to need a little luck finding a guide like you and Beca have. That's all I want...someone to call up to ask the occassional question and be able to visit on one of our trips down. I didn't think it was too much to ask!

 

[Pa@okw95]

To be honest with you-these people are just saleman, calling them guides give the impression that they somehow guide you through things-nothing could be further from the truth. Once the sale is over you do not need a guide unless you want to buy more points. Guides are not there to guide just sell.

 

[Beca]

Pa@okw95 - I think a guide can be much more. When the AP discounts were announced, I did not hear about it via the disboards (even though I am on them a LOT!! ). I first heard about it when my guide called me. He said I was one of the first ones he called after he received the announcement. He has called me many times since we first looked into DVC (just 6 months ago), to let me know about many things. I also called him during the hurricanes to see how he was doing. Often, (like with the AP's) he calls me to tell me things that have NOTHING to do with him getting a "sale" (even though they are not true commission), but have a lot to do with how much I enjoy and benefit from DVC. He also called me when DVC added Atlantis to its exchange properties. I also pick up the phone and ask him the "scoop" anytime I hear a rumor on the disboards that I want more info about. He just wants me to get the full benefit of my membership. I have purchased DVC three times...two resale, and one add-on (only 65 pts.) via DVC. So, I am NOT putting a lot of "sales credits" in this guy's account. He's just a really nice guy who wants to help. I don't see him as "just a salesman" at all. He is much more than that...he is the "face" of DVC to our family, and we couldn't be happier!



Beca

 

[LisaR]

Originally posted by Pa@okw95
To be honest with you-these people are just saleman, calling them guides give the impression that they somehow guide you through things-nothing could be further from the truth. Once the sale is over you do not need a guide unless you want to buy more points. Guides are not there to guide just sell.

That is exactly how our "guide" is. She sold us what we wanted, was very nice and helpful at the time but we have NEVER heard from her since. I view her as nothing more then a salesperson.

On the other hand, I know there are true guides out there. I have read about guides calling to welcome them home. I know many guides contact members when something happens (new resort, special discounts, etc). Granted, they are looking to make a sale but at least they are keeping in contact and making themselves available.

We toured SSR last month. When we signed in, the three people before us all had our same guide. I was determined to ask them how they liked her but I never ran into anyone while we were there. I am just curious if it is us or if it is just the way she does business.

Lisa

 

[WDW LOVR]

At some point in the purchase process (it seems like it was after we received our packet of papers to sign), my guide called to confirm we had received everything. At the end of that conversation she said (notice the quote marks) "This will be the last time you talk to me"

It's not that she was bad or anything during the whole thing, it was just very apparent that she had no interest in being a "guide" like some of you have mentioned. More of the "salesman" like others have said.

Now that my wife and I are considering an Add-on, that statement really doesn't make me terribly enthused about calling her back.

I would love to have a guide like some of you have mentioned here, but I'm sure I would just get redirected to her once I talked to a new guide and they realized I was already a member. It's kind of like car salesmen. They protect each other so it doesn't get cut throat between them.

 

[dallastxcpa]

Our guide, Mike Florez, is a true guide. He is always available to answer questions and is just fun to interact with.

We have not been home yet, but he called to confirm our travel dates and invited us to stop by.

I know how many of you feel though, not all Disney Cast Members are created equal. When I was married at WDW last year I had heard so many wonderful things about the event coordinators, unfortunately mine was pretty sorry. Every time I talked to her it felt like I was inconviencing her.

 

[Goofyzgurl]

I too have a true "salesman." She was nice enough like the other poster said ( I think we have the same guide) but that's that. Once we finished signing on the dotted line, I got my backpack and lithograph, it was all done. I was about to compare guides to car salesmen, you never hear from them after they make a sale, but actually our car salesman does call still He sends a card and calls every so often to ask how we're doing and even calls during dh birthdate and sends a card. Maybe he should be my guide.