Guide Problems?

[cpdwiz]

Anyone else have problems with their guide not returning calls? I met my guide in May, really good guy, nice to us after we won. Spoke with him a few times. I had asked him about hats, and he said he would mail us 2. Well, thats the last I have heard from him, even after about a half dozen phone calls. I have called about our vacations, and other questions, left voice mail, and not one returned phone call. I realize guides are busy, but, we are starting to think that because we won instead of buying he did not get a commission? He was really good to us in May, I hate to complain, but, I think ignoring my calls and questions is not right. Any suggestions from veteran DVC'rs?

 

[vicki_c]

It stinks he didn't follow through on the hats.

For the other things, unless you received different information because of the way you received your ownership (so lucky!), the guides really don't do anything once you're an owner except take care of you if you want to add more points. So if you called him with questions about vacation planning or anything like that, you would be better off to call Member Services. The guides are just the salespeople -- granted some are better than others, some contact their members more often than others -- but I really don't expect any communication from my guide unless it's about buying more points (and I really like my guide!).

 

[fadedgirl]

What vicki_c said is right, but the guide still should have called you back regardless.

Get a new guide and don't look back.

 

[Belle & Ariel]

We did the tour and our guide did not return our phone calls. I called day and night for 1 1/2 days with no response. This is after he told us we had to sign before we left WDW in 2 days to get the incentives. While we were waiting, we looked into resale and found much better deals. So from his not calling us back, he lost a sale as we had decided to buy. His name started with an E. Did yours?

 

[vicki_c]

What vicki_c said is right, but the guide still should have called you back regardless.

Agree - I should have said that! I *hate* when people don't call back or answer e-mails, even if they don't have the information you need. I just want a courteous "I'm not the right person for this, but have you tried ..."!

 

[CarolAnnC]

Anyone else have problems with their guide not returning calls? I met my guide in May, really good guy, nice to us after we won. Spoke with him a few times. I had asked him about hats, and he said he would mail us 2. Well, thats the last I have heard from him, even after about a half dozen phone calls. I have called about our vacations, and other questions, left voice mail, and not one returned phone call. I realize guides are busy, but, we are starting to think that because we won instead of buying he did not get a commission? He was really good to us in May, I hate to complain, but, I think ignoring my calls and questions is not right. Any suggestions from veteran DVC'rs?

Congrats once again on your prize winnings! That was very exciting for you I am sure!

As far as the Guides, well as mentioned above, unless you are calling to do an add on of more points, there is really nothing the Guides would need to be contacted about. They are your salespeople and are there if you need to make another purchase down the road. Most of your needs will be met by Member Services or Member Accounting/Administration.

Hats are not something that are given out with a purchase. I know I have received some on the Disney Cruise Line from DVC gatherings there. They do have them for sale in most of the DVC resort gift shops, however.

 

[bavaria]

I have called about our vacations

I'm not sure why you would be calling a salesperson about your vacations?

Your guide is a salesperson; any operational, accounting, or reservations issues are handled through Member Services.

While I agree that there should be the courtesy of a response, I suggest that you reevaluate your expectations from your guide. If you expect anything more than sales, I think that you may be disappointed.

 

[Entropy]

Anyone else have problems with their guide not returning calls? I met my guide in May, really good guy, nice to us after we won. Spoke with him a few times. I had asked him about hats, and he said he would mail us 2. Well, thats the last I have heard from him, even after about a half dozen phone calls. I have called about our vacations, and other questions, left voice mail, and not one returned phone call. I realize guides are busy, but, we are starting to think that because we won instead of buying he did not get a commission? He was really good to us in May, I hate to complain, but, I think ignoring my calls and questions is not right. Any suggestions from veteran DVC'rs?

Forget it, he's not going to call. He probably works for sales commissions only so he's going to make his money and move on to the next lead. I haven't heard from my guide since I bought except for the occasional form letter offering us more opportunities to buy. Unless your call is a sales opportunity, he's not going to return it.
You just got about 80 thousand bucks in freebies from Disney. You really should spring for your own hats. It makes you look rather... err... silly.

 

[cpdwiz]

It stinks he didn't follow through on the hats.

For the other things, unless you received different information because of the way you received your ownership (so lucky!), the guides really don't do anything once you're an owner except take care of you if you want to add more points. So if you called him with questions about vacation planning or anything like that, you would be better off to call Member Services. The guides are just the salespeople -- granted some are better than others, some contact their members more often than others -- but I really don't expect any communication from my guide unless it's about buying more points (and I really like my guide!).

About the THV. I spoke to member services, they said call your guide, so I did....That was my last time....

 

[cpdwiz]

Congrats once again on your prize winnings! That was very exciting for you I am sure!

As far as the Guides, well as mentioned above, unless you are calling to do an add on of more points, there is really nothing the Guides would need to be contacted about. They are your salespeople and are there if you need to make another purchase down the road. Most of your needs will be met by Member Services or Member Accounting/Administration.

Hats are not something that are given out with a purchase. I know I have received some on the Disney Cruise Line from DVC gatherings there. They do have them for sale in most of the DVC resort gift shops, however.

I was there, and looked for hats to buy. He told me, i will send you a couple since the gift shop was out. He offered

 

[cpdwiz]

Forget it, he's not going to call. He probably works for sales commissions only so he's going to make his money and move on to the next lead. I haven't heard from my guide since I bought except for the occasional form letter offering us more opportunities to buy. Unless your call is a sales opportunity, he's not going to return it.
You just got about 80 thousand bucks in freebies from Disney. You really should spring for your own hats. It makes you look rather... err... silly.

I wanted to spring for my own hats, they shops were out of them. I looked everywhere to buy them. I asked him when we met if they get new merchandise in, he said yes, and he would send me two, no problem. I was not trying to get anything free after my $80K prize. He offered to send them. I ended up buying off ebay.

 

[cpdwiz]

I'm not sure why you would be calling a salesperson about your vacations?

Your guide is a salesperson; any operational, accounting, or reservations issues are handled through Member Services.

While I agree that there should be the courtesy of a response, I suggest that you reevaluate your expectations from your guide. If you expect anything more than sales, I think that you may be disappointed.

Were about THV. Member services told me to call my guide when I inquired about them.

 

[JSTX]

Were about THV. Member services told me to call my guide when I inquired about them.

What are your questions about THV? I think the problem may be that no one, MS, guides, etc. has much information about them other than what has already been released. Again, not that that is excuse for him not calling you back, but depending on your question, he may not be able to answer you questions anyhow.

 

[disneynutz]

Were about THV. Member services told me to call my guide when I inquired about them.

Congratulations on winning!

You need to send a email to Members Satisfaction with a brief summary of your feelings, your name, member ID #, and your phone number. They will call you back to discuss the matter.

dvcmembersatisfactionteam@disneyvacationclub.com

 

[kjd469]

Wow...if I won 80 thousand dollars worth of prizes from Disney....I don't think I'd be complaining about not receiving 2 hats...and if I never heard from my guide again...who cares! As a previous poster said...it makes you look silly - ungrateful, comes to my mind.

 

[janni518]

I'm appalled at the responses on here. Sounds like jealousy to me.

To the OP:

Your guide should have called you back. Call and ask to be assigned a new guide.

 

[bavaria]

I'm appalled at the responses on here. Sounds like jealousy to me.

I didn't even notice that the OP had won their points. No jealousy, just realism. Why tell the OP something which isn't true? They have NO reason to call their guide unless they want to add on points. Too often on this website I see people being mislead by other posters who want to offer 'pixie dust' instead of reality and fact. It isn't helpful.

They are upset because their guide isn't helping them, but their guide SHOULDN'T be helping them for the reasons they listed.

 

[CarolAnnC]

I'm appalled at the responses on here. Sounds like jealousy to me.

To the OP:

Your guide should have called you back. Call and ask to be assigned a new guide.

When folks come on the boards here and ask for opinions, one cannot expect to receive all answers coming with one voice. You will receive a wide spectrum of responses, not all of them what you want to hear. But that is to be expected at times. You can pick and choose what advice you want to heed, and just ignore what you do not agree with.

Myself, well I can assure you my reply (which I thought was quite informative) did not come from jealousy. I was the Grand Prize Winner at Doorway to Dreams this summer and I am quite satisfied with my own winnings myself.

As far as the guide not calling back, well it sounds like there was back and forth communications initially. The OP, being a new DVC owner, was not informed with what expectation to seek out the Guides for. So the Guide may not have called back continuing on, if it was not under his realm of responsibility. Now, if he had no communication at all with them, well then I would be concerned. But it sounds like the Guide was doing what he could.

I do not see the need here to complain (which is what you basically have to do) to be assigned a new Guide. If the OP was seeking to add on at this time, and was unable to contact, then i would call the supervisors. Also, there are times when Guides may be out sick, on a leave of absence, have emergency situations, etc. I always try to give the benefit of the doubt whenever possible. Since they earn their living from sales, I am sure they would do what they could to complete a sale. But sometimes real life does throw us some curves.

 

[cpdwiz]

Wow...if I won 80 thousand dollars worth of prizes from Disney....I don't think I'd be complaining about not receiving 2 hats...and if I never heard from my guide again...who cares! As a previous poster said...it makes you look silly - ungrateful, comes to my mind.

thanks for your response. The question is NOT the 2 hats or being cheap about buying them. I guess I was raised, if you offer someone something, make promises, or say you will do it, you do it, not ignore someone. My other questions were about adding on my points, and how that could be since I won.

Ungrateful? Hardly. Maybe you should read more of my posts before insinuating. Thank you.

 

[cpdwiz]

I'm appalled at the responses on here. Sounds like jealousy to me.

To the OP:

Your guide should have called you back. Call and ask to be assigned a new guide.

Thanks. Thats what I thought. Its about courtesy and being MY guide, not about hats.