Guide Question...

[kristenrice]

We bought resale in 2008 and we were assigned a guide. She called us a few times over the next year, letting us know about incentives and such. We also received the promotional mailings which said "Your Guide is _____".

Now, both the promotional mailings and e-mails say "Your Gude is The Disney Vacation Club" (or something like that).

So, does this mean that I no longet have a guide? If so, do I just call and ask for someone if I have questions?

I'm contemplating and running the numbers for a small HHI add-on and I would rather go direct since 1) I want a small contract (45-50 points) and 2) I would like to put it on my Disney Visa.

 

[Chuck S]

It sounds like your guide has left the company, and you will be assigned a new guide if you call for an add-on.

 

[kristenrice]

Cool! That's kind of what I thought, but I wanted to make sure.

 

[maburke]

You can also choose your guide. I had worked with someone at the Doorway to Dreams store in Chicago on an add-on (and had come there for tours multiple times), and so when my Orlando guide left, I just requested that she be assigned to me.

 

[dbs1228]

Can you change guides simply because customer assistance is non existent?

 

[Chuck S]

Can you change guides simply because customer assistance is non existent?

It depends upon what you mean by "customer assistance"...guides are sales people...that's it.


They are not the people to go to for reservations, resort complaints, or questions about your membership. While some guides call and contact the people who've bought from them, just to say "Hi", it is more like greeting your salesman when you happen to take your car in for servicing.

My guide does not have any ongoing contact with me at all, when I have done an add-on, I called, they did the paperwork, made the sale, and that was it. I would expect nothing more, given their function is sales.

 

[dbs1228]

It depends upon what you mean by "customer assistance"...guides are sales people...that's it.


They are not the people to go to for reservations, resort complaints, or questions about your membership. While some guides call and contact the people who've bought from them, just to say "Hi", it is more like greeting your salesman when you happen to take your car in for servicing.

My guide does not have any ongoing contact with me at all, when I have done an add-on, I called, they did the paperwork, made the sale, and that was it. I would expect nothing more, given their function is sales.

Being new to all of this I had questions, no returned calls hard to get a hold of. Asked for assistance on 1st ressie no return phone call. Added on and wanted to do 60 pnt and 65 pnt instead of 125 add on took 2 weeks to get this change done (amazing he called instantly when I said we may want to add on) I had to finally contact accounting QA to get this change made. I thought your guide was suppose to be a resource tool and he told me more then once how he has his own MS agent in his office so if I need anything call.... Ok called but I still got no where.

 

[Chuck S]

Being new to all of this I had questions, no returned calls hard to get a hold of. Asked for assistance on 1st ressie no return phone call. Added on and wanted to do 60 pnt and 65 pnt instead of 125 add on took 2 weeks to get this change done (amazing he called instantly when I said we may want to add on) I had to finally contact accounting QA to get this change made. I thought your guide was suppose to be a resource tool and he told me more then once how he has his own MS agent in his office so if I need anything call.... Ok called but I still got no where.

The guides really don't do anything with reservations, unless your purchase is contingent upon getting a reservation for a specific time period. in that case, they can sometimes make a reservation for you from developers inventory when no point reservations are available to DVC Members. Once the sale is completed, that option pretty much disappears.

You guide SHOULD have gotten that 125 add-on split into the two smaller contracts, you should not have had to contact QA to make that change...and based upon that alone, I would probably ask for another guide if you decide to add-on again in the future. To change guides, I'd call the general sales number and talk to a supervisor.

But overall, no, a guide is not an ongoing resource tool, they are sales people. Again, I would compare them to a new car salesman. I like my car salesman, we get along fine...talk to him whenever my car is in the shop. But still his primary function is sales.