Getting VERY frustrated with online booking system

[DeeCee735]

I know the area for online booking on DVCmember.com was down for days so they could fix some glitches. We were one of those members who's total points weren't showing up correctly in the online booking section.

I waited patiently, had many phone calls from MS to see if it was rectified and thought this last "fix" would do the trick. Well, I still can't book online!

Now, the contract that was showing 25 less points is correct, but one of the add-on contracts is now showing 25 less points!

I called member services yet again, and they do have my points correctly, but they are still incorrect in the online booking section. It's frustrating that they can't fix it and even more frustrating that I can't use it and have to sit on the phone for 15 minutes before I can book a trip.

As it stands, I lost out on the 2 bedroom at the BW for my upcoming November trip. I didn't book it over the phone because I was actually in Disney on vacation, and MS said there was alot of availability for the preferred views the week before we left. I tried to book online while I was away, but my points still weren't fixed. I thought at 3:00 pm the 23rd I'd be able to book on line, but it was still down (for days) and I was still away.

I called MS to book it on Sunday, when we returned home and now there's no two bedrooms available at the BW! I'm just frustrated. I can't really blame the mistake in the online booking section as I should have grabbed the 2 bedroom before we left for our trip, but it's frustrating that I didn't have the ability (without further screwing up my total points) to book it online when I was finally ready.
Now I've gotta cram 6 adults into 2 studio's, yuk.

Anyway, I just feel it's ENOUGH already! It's still not correct and I still can't use it. It shouldn't be like this. Just venting...anyone else still have this problem.

 

[luckyman_apd]

I know it sucks when everyone else can do something but you can't. I feel you there. However, with that in mind, you should (and by should, I mean what I would do) is use the online system to check availability. Then call member services to book your trip. You still have access to the system to check availablity, so use it for what you can.

I'm glad that the system is up and running for me now that I am a member. I wish we had bought a few months ago, so I would have been able to book one night that is full right now.

I have to agree with you in that you should have booked the 2br when you knew there was availablity. One thing I've learned from the Disboards, is that availability can be short lived. I can always cancel, but I can't book if it's not open.

 

[DeeCee735]

Thanks! Duh, I didn't even notice that I could check availability I was so frustrated with this ongoing issue! That being said, I called about the fact that now another contract is showing incorrectly, after the corrected the first error.

I got an email response basically telling me it's my mistake. The CM referenced the incorrect contract number!!!!!!

I have been extremely patient, but now I'm getting a bit ticked off. I get that computers have glitches, (hence my patience), but now they're telling me I'm wrong, and they are looking at the wrong contract!!!!!!!! Which is absolutely incorrect. It was an add on contract ending in .10. It is showing 25 points, whereby it is actually a 50 point contract. No points have been borrowed against UY 2013. I have 13 coming on 10/1/12 and should have 50 showing for 10/1/13, but only 25 are showing. They emailed me and referenced contracts ending in .1 and .2. Where they got that is beyond me. My email and phone calls were clear. Now, I just want it fixed.

Not that it's an urgent or all important matter, but it has gone on long enough and since they are not even looking at the correct issue, I feel like we're going backwards, not moving toward a solution at all.

Just venting! Hope it gets fixed soon

 

[luckyman_apd]

Thanks! Duh, I didn't even notice that I could check availability I was so frustrated with this ongoing issue! That being said, I called about the fact that now another contract is showing incorrectly, after the corrected the first error.

I got an email response basically telling me it's my mistake. The CM referenced the incorrect contract number!!!!!!

I have been extremely patient, but now I'm getting a bit ticked off. I get that computers have glitches, (hence my patience), but now they're telling me I'm wrong, and they are looking at the wrong contract!!!!!!!! Which is absolutely incorrect. It was an add on contract ending in .10. It is showing 25 points, whereby it is actually a 50 point contract. No points have been borrowed against UY 2013. I have 13 coming on 10/1/12 and should have 50 showing for 10/1/13, but only 25 are showing. They emailed me and referenced contracts ending in .1 and .2. Where they got that is beyond me. My email and phone calls were clear. Now, I just want it fixed.

Not that it's an urgent or all important matter, but it has gone on long enough and since they are not even looking at the correct issue, I feel like we're going backwards, not moving toward a solution at all.

Just venting! Hope it gets fixed soon

I would keep calling daily and email again. That's all you can really do until it's fixed. Is the information correct when you call MS? At least you know your account is right if they are correct on the phone. I gotta tell you, I really like the ability to check availability online. I believe it would take me forever if I had to check on the phone all the time. I have friends who want to rent (not from me as I don't have points to share ) but this way I can check availability for them.

 

[CarolMN]

IMO, you should email. That way you can explain exactly what is wrong and MS will have it in writing.

If it were me, I'd send the email to Member Satisfaction rather than MS and state the MS does not seem to understand the issue - you can reference the call / email that said it was your error. Ask the satisfaction team member to call you if there are any questions.


Good luck! Sorry you are having trouble.

 

[Coach81]

Good luck to you!!!

 

[disneynutz]

If you call, ask to speak to a "Team Lead". They are senior advisor's that are in a better position to help you.

Bill