Help-It Should Not Be This Hard To Add On Points

[Gizmo1951]

I need some advice
I have been calling my guide and leaving messages for over 2 weeks
I have left messages I want to do an add on
Her message does not give her days hours etc however it did last year when I did an add on.

Last year she never called back either after 3 weeks until I spoke with someone else about not getting called back and they must have finally had her call. When those points came thru I never received a call either I just saw that my card had been charged and that is how I found out

I called yesterday left another message and then called MS and asked if I could talk to another guide and was told no I had to talk to her. I tried to explain that I would but she doesnt return my calls.

How should I go about getting a new guide and what number should I call.

There is no reason it should be this difficult to do an add on

 

[TisBit]

I would call and talk to a supervisor and possibly even try through member satisfaction....explain the situation and maybe they will help get you switched.

Best of luck....I am sure DVC will not be happy to learn that you are trying to spend money and the guide is standing in the way!

 

[drusba]

I would also try to call and talk to a supervisor. However, the number you should use is not MS but instead the number for the sales office, 800-500-3990. If nothing else works, write a letter to James Lewis, President of DVC at:

Disney Vacation Development, Inc.
200 Celebration Place
Celebration, Florida, 34747-9903

 

[JimMIA]

Sounds like we have the same guide!

I'd certainly call a supervisor and demand a new guide. There is no excuse for poor service when you're trying to purchase from them!

 

[sajetto]

It is unacceptable to wait over 2 weeks to receive a response from a guide at the sales office. You're trying to throw thousands of dollars their way for pete's sake! I would definitely go with the advice to demand assignment to a new guide. You never know when you may want to add on again later down the road and you certainly don't want to be stuck with who you have now. Sorry this has been so tough for you.

 

[global_mom]

We had a similar scenario happen this past August. Really liked our guide but he would never return our call. We were trying to do an add-on during the double developer incentive. We started calling our guide one week before the end of the promo and never heard from him. Well the last day of the promo rolled around and still no call from our guide. I was dumbfounded b/c my 3 messages went like this "hi, its -------, we really really really want to spend $20,000 on points so please call us back'. He never called.

So.....on the last day of the promo I called the call bank number at 800-800-9100 and talked to a guide named Ron who was amazing! He processed the add-on and made sure that our actual guide would still receive the credit. Mind you I did not complain about our guide, I just explained the fact that we wanted to spend all this money for more points and just wanted to get it taken care of. We were not trying to get anyone in trouble, just wanted to get those points. Ron handled it all including several phone concersations to work out the details and he then passed the contract back to our original guide so that the points would be credited to our account the next day.

Our original guide called that same night and was extremely apologetic about not returning my calls b/c they were so busy with the incentive campaign. We had a nice converstaion for about 35 minutes. Checked the website the next day for our new points and they were not there. Checked for 4 more days and they were not there. I called back to Ron who had been so helpful with the purchase. He promised to call back in 10 minutes with an answer as to what had happened to the points. He called back in 5 mintues and had found out that our original guide had not turned in the contract. Ron had the points showing on the website less than one hour later!

About 2 hours later I received a call from a supervisor who was more than apologetic about the problems. This was an unsolicited call, I never complained b/c I really worry about getting people in trouble. The supervisor asked if I was comfortable being reassigned to Ron and I told him "yes". We have had the BEST experience with Ron and I can not imagine working with anyone else.

Moral of the story.....there are great guides out there that make the whole DVC exprience a true joy. If yours is not living up to expectations, Disney will help to fix that problem as long as they know about it. Good luck and good wishes!!

 

[dianeschlicht]

We started out with a great guide, he got promoted, we got a new one, also great. She moved away and quit, and then our guide was a woman who never called back, and if I did happen to get her, she was impossible to understand. The guide we have now is wonderful! If I call and leave a message, he calls me back the same day! He was very helpful and quick to respond when I said I wanted to sign declination papers for our OKW contracts while we are down in March.

 

[Merylj]

I`d ask for a new guide. I`ve never been happy with ours and I`ve only ever contacted him when we want to part with money!
In all my years in sales I`m amazed by the attitude alot of these guides seem to have

 

[Cruelladeville]

I'll bet Ron is my guide! If the Ron you talked to is a senior guide, then that's my Ron, and he's great!! On our first visit back in 1997, I told him,"I don't believe a word you say. I'm going to check out everything you tell me before I believe a thing." I went back the next day,after finding that he was absolutely truthful with us, and bought our first contract, and our family now owns over 900 points!!

 

[global_mom]

I'll bet Ron is my guide! If the Ron you talked to is a senior guide, then that's my Ron, and he's great!! On our first visit back in 1997, I told him,"I don't believe a word you say. I'm going to check out everything you tell me before I believe a thing." I went back the next day,after finding that he was absolutely truthful with us, and bought our first contract, and our family now owns over 900 points!!

I bet it is the same Ron. He has been with DVC from the beginning and does not "work the floor" giving tours any longer. He is great and calls back everytime that I leave a message. He also puts up with my uncertainty b/c I always overthink things but then I am thrilled when we take the leap and buy the points. Ron rocks!!

 

[Gizmo1951]

Thanks for all the replies
No Call back Yet
I plan on calling and asking for a supervisor Tomorrow
I will keep you posted

 

[Gizmo1951]

Well I called this morning and explained everything. The CSR said she would talk to a supervisor and put me on hold for just a few minutes.
When she came back she said the guides were all busy and one of them (she didnt know which) would call me back soon.
This was a few minutes ago. So hopefully someone will call back soon.

 

[Gizmo1951]

My daughter gave me her guides name and I called her also and she answered the call herself.
She was very helpful and answered all my questions and I will be adding on at the end of the week as she is now my new guide

I also got a call back from from another CSR and they wanted to make sure everything was worked out and I was happy. They already were aware of the guide change.

I told them my old guide was very nice etc but never returned my calls and I didnt feel I should have that much trouble adding on points.

So everything worked out thanks to all the suggestions and the phone numbers you gave.

Thanks so much!

 

[Laurabearz]

Wow... My guide calls me back within a day, even if I am not adding on and just have some questions.. (lisa DeRosa if anyone is interested lol)

Hope someone calls you back asap

 

[AKV707]

Glad to hear that it all worked out! My guide has been great and usually calls back the same day. He has even called me back from his home office.

 

[#1DisneylandFan]

Wow... My guide calls me back within a day, even if I am not adding on and just have some questions.. (lisa DeRosa if anyone is interested lol)

Hope someone calls you back asap

Lisa is our guide as well and she has been great!

 

[princessvacg]

Gizmo151, Not sure how far you are from Schaumburg, Il, but it would be worth your time to get up there before the end of the month because they have some great incentives to add on, including 2 annual passes! I am adding on Saturday!!

 

[Gizmo1951]

Thanks
I plan on an OKW Add on and I dont think there are any incentives for that but I wish there was.

 

[SusieStone]

Gizmo151, Not sure how far you are from Schaumburg, Il, but it would be worth your time to get up there before the end of the month because they have some great incentives to add on, including 2 annual passes! I am adding on Saturday!!

Does it have to be in person or can you do it over the phone?

One can hope....

 

[zalansky]

Gizmo151, Not sure how far you are from Schaumburg, Il, but it would be worth your time to get up there before the end of the month because they have some great incentives to add on, including 2 annual passes! I am adding on Saturday!!

Do you mind sharing what incentives you got and where you added on? Oh wait, you added on in IL?