Formal complaints to DVC/Disney mgmt - Do You?

[JUDSON]

The call was from Jackie, and our conversation was mainly to do with BCV since that is where I wish to stay in 2005. Some highlights from our conversation...
*The BCV resort manager has been notified of disboard's negative resort reviews that I quoted in my letter.
*The BCV follows the same maintenance schedule as all other DVC resorts AND non-DVC WDW resorts.
*There has been touchup painting going on since beginning of May at BCV in the rooms and hallways; it is soon to be completed.
*Rooms (including balcony area) are supposed to be fully cleaned 4th day, and day of checkout.

Essentially, she does not believe that BCV has a quality problem, but that I am welcomed to try out another DVC resort if it will put me more at ease. I thanked her and told her that I would continue to monitor trip reports on this forum, and when I reach my 11 month window I will re-evaluate resort choice. Honestly, her answers did not put me any more at ease, but I am glad that they are taking the complaint seriously (they apparently regard this forum as more than just 'hearsay').

Below is a portion of my original letter to her (hope the mods won't mind me quoting specific threads)...

"...You will need to read the reviews to truly understand the problems, but the main problem areas seem to be: (1) dirty balconies, (2) damaged furniture/carpet, (3) dirty rooms, (4) rude and ignorant Cast Members, (5) grimy pool area, (6) a resort that shows wear-and-tear well beyond what a 2 year old resort should show. The reviews are contained in the links below:
http://disboards.com/showthread.php?s=&threadid=579858
http://disboards.com/showthread.php?s=&threadid=580049
http://disboards.com/showthread.php?s=&threadid=580224
http://disboards.com/showthread.php?s=&threadid=580823
http://disboards.com/showthread.php?s=&threadid=582196
http://disboards.com/showthread.php?s=&threadid=586047
http://disboards.com/showthread.php?s=&threadid=586209
Sincerely, Judson..."

 

[momtofour]

For what it is worth, I just sent a letter to Jackie on Monday describing my recent experience at VWL. It was the first letter of this type I had ever sent to anybody to complain. My frustration dealt mainly with a very rude CM at checkout. While I don't expect my interactions with the CMs to be "magical," I do feel that I should be treated with respect. My experience was anything but that. I will post later if I receive any type of response from her.

 

[manning]

Essentially, she does not believe that BCV has a quality problem,

Who ever else has a need to contact Jackie should politely point out to her that her belief is not important. It's the members' belief that is and it should be looked into.

Judson who is the top person at DVC. Perhaps this should be kicked up higher.

 

[Sammie]

Originally posted by JUDSON
The call was from Jackie, and our conversation was mainly to do with BCV since that is where I wish to stay in 2005. Some highlights from our conversation...
*The BCV resort manager has been notified of disboard's negative resort reviews that I quoted in my letter.
*The BCV follows the same maintenance schedule as all other DVC resorts AND non-DVC WDW resorts.
*There has been touchup painting going on since beginning of May at BCV in the rooms and hallways; it is soon to be completed.
*Rooms (including balcony area) are supposed to be fully cleaned 4th day, and day of checkout.

Essentially, she does not believe that BCV has a quality problem, but that I am welcomed to try out another DVC resort if it will put me more at ease. I thanked her and told her that I would continue to monitor trip reports on this forum, and when I reach my 11 month window I will re-evaluate resort choice. Honestly, her answers did not put me any more at ease, but I am glad that they are taking the complaint seriously (they apparently regard this forum as more than just 'hearsay').

Below is a portion of my original letter to her (hope the mods won't mind me quoting specific threads)...

"...You will need to read the reviews to truly understand the problems, but the main problem areas seem to be: (1) dirty balconies, (2) damaged furniture/carpet, (3) dirty rooms, (4) rude and ignorant Cast Members, (5) grimy pool area, (6) a resort that shows wear-and-tear well beyond what a 2 year old resort should show. The reviews are contained in the links below:
http://disboards.com/showthread.php?s=&threadid=579858
http://disboards.com/showthread.php?s=&threadid=580049
http://disboards.com/showthread.php?s=&threadid=580224
http://disboards.com/showthread.php?s=&threadid=580823
http://disboards.com/showthread.php?s=&threadid=582196
http://disboards.com/showthread.php?s=&threadid=586047
http://disboards.com/showthread.php?s=&threadid=586209
Sincerely, Judson..."

Actually just because they read the forum does not mean they take everything posted on them as the accurate truth. They are definitely aware of what is discussed on the forums and not just this one, but unless you complain directly to the the resort or MS it is still hearsay.

They take complaints very seriously. I have spoken to Jackie and Jim Lewis about this several times. My comment was that if you want to make sure they know about a problem, just posting it here will not result in action being taken.

 

[Pa@okw95]

I would write a letter to Jackie L, but remember she is probably there to cool the savage beast, rather than get anything done. But I would still try her. BCV has some problems whether she thinks so or not. Most of these problems should never happen, some are result of wear and tear on the units overthere.

 

[JudithM]

Originally posted by Pa@okw95
I would write a letter to Jackie L, but remember she is probably there to cool the savage beast, rather than get anything done. But I would still try her.

I beg to differ a bit ... I don't recall how long Jackie has worked for Disney or howlong she has been with DVC, but she does have credibility with DVC management. Yes, she tries to "cool the savage beast," but I believe she can also get some things done.

 

[DebbieB]

They do sometimes listen to members. About a year ago word got out about the "room ready" policy where rooms would no longer be pre-assigned by date of reservation. I e-mailed my displeasure to member services. I was shocked to get a call from Jackie. I explained to her that one of the reasons I bought at BWV was so I had a decent shot at getting a BW view when I made the reservation at 11 months. With the new room ready policy, whoever showed up at the front desk early would get it. She gave me the company line about members preferring a system where they would get into a room earlier regardless of their requests. I went round and round with her about it and didn't think it went anywhere. Other BWV members expressed their displeasure. Sure enough a month or so later, they announced the separate boardwalk view category.

 

[kathleena]

If it's a DVC or resort issue, I report to DVC. And if a general WDW issue, I report to WDW general management.

I always report quality issues, especially if it's a CM. But I am choosy - I won't report light bulbs for instance. Who knew? They don't turn on every light. And the iron didn't work, I didn't report that as some guest before me should have. But I would report it if I had to keep calling to get a new one.

On the flip side, I always report positives too. I try to report a positive for each negative. They need to know what they are doing right so they can repeat it. I reported a positive for a CM from BCV last October. I know that it goes in their file and that their raises are affected by guest letters. Also they get awards for guest letters.

I always get a phone call - from either DVC or WDW.

 

[rocketriter]

I've never had to complain about accomodations. I did complain about transportation in an email, however, and I got a phone call a few weeks later from someone who had clearly read my note and was responding to specific points in it. That's an important component of customer service.

 

[maminnie]

Judson:

Thanks for sharing the info you received from Jackie/DVC as well as info from your original letter. It sounds as if DVC is aware that there are issues that need to be addressed at BCV.

It is so important that members voice their concerns verbally and in writing when they have problems and/or issues at DVC resorts. It is the best shot we all have that things will be corrected or improved.