Getting cold feet!

[mickeymouse655]

Hi all,
Well I put my deposit down like a week ago but ever since Im now wondering if I should have done this whole thing. Alot of this has to do with my guide not returning my phone calls. Today I called and he said he was going to do a tour and he would call me right back. Never did. In the last 2 weeks Ive left messages and never got a call back. I ended up seeing a guide in Anaheim so I could get help with some questions. Now I find myself questioning throwing $20,000 to Disney when I dont feel the best service. Is this how it normally is. Im a loan officer and my phones always on for my clients and I return calls really quik. What gives?

 

[Buckeye Fan]

I agree. Poor customer experience. However, my guide has been great. He may not have always gotten back with me right away, but he did return my call and e-mails in a timely manner. He was on vacation one time, which explained a much longer delay than expected. His voice mail did not reflect that, though.

I'm sorry you're having a bad experience right out of the gate. If you continue with your purchase, I'm sure your experiences will be different. Good luck with your decision!

 

[Kurby]

if you feel very stongly about not getting good service i'd call and ask for his manager and express your feelings and your second thoughts.

request another guide

my guide Judy is wonderful - our calls are always returned that day - if she says on her machine she'll be in at 12 my phone is ringing before 1.

there is no excuse - if it were me i'd have been on the phone with a manager by now.

 

[mickeymouse655]

Do you think I can get my deposit back?

 

[CPTJAK]

Do you think I can get my deposit back?

absolutely. If you feel this way I would definitely call get a manager and ask for the deposit back and explain your situation.

 

[mickeymouse655]

hmm well I got some thinking to do. Its worth it for the DVC but the customer service scares me about the future. It seems like once they have my money customer service might just drop.

 

[dvcnut39]

If it eases your mind a little. We've been with DVC since OCT02 and we absolutely love it. While we don't exactly love our sales rep, we love DVC and all the perks that come with it. I could give you some examples, including one big one, I just leave it with I can't wait to do two small add-ons.

 

[Chuck S]

hmm well I got some thinking to do. Its worth it for the DVC but the customer service scares me about the future. It seems like once they have my money customer service might just drop.

One thing to remember is that after your sale is complete, most people have very little, if any, contact with their guide, except to urchase additional points. Guides are really only salesmen. Everything else is handled by either member accounting or member services (reservations).

 

[mickeymouse655]

Well Im reading through the list of guides on another thread to see some other options. My guide is barely on there. I dont wanna jump ship from him yet. Im giving him till 12 PST tomorrow, but I will be saying something to him. He was nice with the intial interview but now I feel like hes busy with new clients. We will see tomorrow.

Chuck S, I see what you mean about talking to him in the future but I havn't signed any papers and I have questions that havnt been answered. Its like when I sell a home loan, I know the person isnt going to talk to me much after its done but the process before closing is always full of questions, its part of the job and Im there for them. I just want somebody here for me

 

[Buckeye Fan]

Just as an FYI, we had decided to purchase when we took the tour at WDW and then decided to buy resale. Even though we had put a deposit down and signed contracts while at Disney, the process was extremely easy. Just make sure you cancel quickly if you've already sent your paperwork back, as I believe you have a limited amount of time if you've signed all the Mickey/Palm Tree docs.

One other thing, if you do decide to cancel and change your mind, Dis may not be able to honor your current price per point. I thought I read where prices are going up , so just be aware. That actually happened to us and our guide couldn't honor our original price per point even though it had been a matter of a couple of days.

With that said...there's always another promo around the corner if you're willing to wait!!! Good luck!

 

[tjkraz]

One thing to remember is that after your sale is complete, most people have very little, if any, contact with their guide, except to urchase additional points. Guides are really only salesmen. Everything else is handled by either member accounting or member services (reservations).

I agree. I've spoken to my Guide 2 times in the 4 years since we bought. 99% of the day-to-day communications goes thru the Member Services unit which has over 100 telephone operators.

If you're second guessing things for legitimate reasons (financial concerns, etc.) then you can absolutely get your money back and cancel the deal if you are within the right of recission period. But if your only concern is the service you're receiving from this one person, speak to a manager and get the situation rectified.

 

[Merylj]

We had a similar situation. However we bought and what a great feeling it is! I wouldn`t let your guide put you off.

 

[Kurby]

i agree with all above about not letting your guide turn you off if that is the only reason for your second thoughts however i would still call the manager and complaine about the treatment you have received. i'm not suggesting you ask for "something for your treatment" but if you don't make the manager aware about how you are being treated he can't address it and others may have the same problem.

maybe this guys just isn't cut out for sales - maybe he's just not organized enough to handle the job - maybe he's just a flake and maybe he figures your questions don't amount to much and he doesn't want to waste his time - either way his manager needs to know so he can have a confab with him.

 

[WDWLVR]

I agree with Chuck. We bought in January 2000 and have had very little contact with our guide. We like her and she's very nice but we don't ever feel the need to call and talk with her or ask questions. We have met her a few times at DVC events and that has been great. We called once in 2002 about adding on and she was quick and efficient in dealing with us. Other than that we really don't have contact with her.

We've always gotten great customer service from Member Services.

 

[Starr W.]

Call the DVC center and ask if he is in and explain to the very nice ladies that answer the phone you have been trying to track your guide down.

Our guide was very good(though he did take a day off and not change his voice mail message) in calling back and answering questions about reservations and such.


To be honest I wouldn't call him for anything but to do an add-on, which we did(he was really quick on that and even called us back to get the deposit after he finished his last tour of the day, stayed late!).

 

[dizzneebabe]

Hi all,
Well I put my deposit down like a week ago but ever since Im now wondering if I should have done this whole thing. Alot of this has to do with my guide not returning my phone calls. Today I called and he said he was going to do a tour and he would call me right back. Never did. In the last 2 weeks Ive left messages and never got a call back. I ended up seeing a guide in Anaheim so I could get help with some questions. Now I find myself questioning throwing $20,000 to Disney when I dont feel the best service. Is this how it normally is. Im a loan officer and my phones always on for my clients and I return calls really quik. What gives?

Maybe I'm missing something...but did you get any paperwork after the deposit????

I know what you mean about lack of service. Our guide who we had talked to several times over a few years was no longer there. I wanted to give a friend a referral, so DH calls up and gives her name--whoever was on the phone tells us that we can't speak to that person b/c they were in CA and it was too early. We were very anxious, so he asked to speak to someone else. The guide he was connected with was VERY helpful and nice, but she was not going to be our guide now, b/c of the referral. In fact, in another conversation with her, she admitted she was reluctant to help us any further, b/c of that.
We, too had a hard time getting in touch with the "correct" guide. He was on vacation for a few days here and there, never sent out our package of promo stuff to look at, etc. We were also given some wrong information and then he called back to correct it. In the end, he got the deal done, but if given the choice I probably wouldn't have chosen to deal with him. Nothing personal--almost seemed as if he was new and I knew so much already about DVC, I questioned some of the things he told us (and I was right! )
Ironically, another friend calls her guide (had for awhile, too) about 2 days after me and her packet of sales brochures arrives almost a week before mine. It was irritating!!! But...I'm not going to let that stop me from enjoying my membership!!!!

Bottom line--if you put a deposit down and never received any paperwork or return phone calls--you have every right to ask for a refund or speak to a manager and get a new guide!!!

 

[WolfpackFan]

hmm well I got some thinking to do. Its worth it for the DVC but the customer service scares me about the future. It seems like once they have my money customer service might just drop.

Don't let a poor guide keep you from buying into DVC. If you do, you will be very sorry. Our first guide was terrible. We had gone on several preview tours and I asked tons of questions here. During our first meeting with him, he was very, very high pressure. Basically made us feel like dirt because we didn't buy on the spot. But the thing is DVC basically sells itself. So we decided to buy the next year we went down. We made an appt. with him and guess what he couldn't even be bothered to show up for the appt. And we were ready to buy on the spot. We then met Karen Guyder and she was wonderfull. No pressure at all, answered our questions and then we bought our initially points. Unfortunately our original guide got the credit for the sale. But finally, our original guide left and they assigned us Karen as our permanent guide. We just did our AKL addon thru her and she was great. She has even called us when we were down there just to make sure everything is okay.

The point is, if we had not bought because of our first bad guide; we would have missed out completely on being members. We have never regretted our purchase and am every bit as excited about being a DVC member as when we first joined. In fact, we've done two addons since our first purchase. I think I'm about as excited about our upcoming week at OKW as I've been about any WDW trip we've taken. Don't let one bad guide spoil it for you and your family.

BTW - It's easy to solve your immediate problem. Just call DVC and tell them you wish to switch guides to Karen Guyder.