How do you change your guide?

[shortypots]

When we bought in 2008 we toured with one guide, but closed with another and the one that actually did the closing we liked much better. If we ever decide to buy more points we would rather have our 2nd guide as the one that gets the commission. I mean she even called us within a week to see if we were happy with our purchase and to see if we had made reservations yet. The 1st one only sends us sales materials and has never called to see how we are enjoying our membership.

 

[LouisianaDisneyFan]

You can call MS and ask to speak with a supervisor in the sales office. MS will help you reach the sales office. Explain the issues you are having with your guide and ask to be reassigned.

Our case was different than yours in that our first guide made some significant errors in our original contract AND failed to follow up on specific promises that were made during our initial presentation. I am unsure how it works if it's just a personality thing, but as Disney knows that more sales come when a good rapport is established, I think they would be quite willing to accommodate a change.

 

[shortypots]

It was more than a personality thing. She lied to us about not getting commission. We wanted to close on a specific day while on vacation. That day she was not available and told us that she would not get commission if she didn't close the deal and tried to convince us to buy at home instead and that she would send us the documentation at home. We told her that we wanted to close on that day period. When we got to the closing we told the closing rep our concerns and she told us that since the original rep wasn't there but was our main rep, that she would not lose the total commission only half. I do not care to be lied to and do not want to see all future sales information coming from her.

 

[P.I. Squirrel]

Sounds like we may have had the same rep.

We took the info tour with a pushy guide (Agent A) that, contrary to everything you hear ahead of time, was VERY high pressure. When we told her we would not be ready to buy for about a month, she began telling us she would take a check and hold it, asked if we could give her anything, then even told us (several times) to go to DTD and apply for a Disney Visa, so we could give her the down payment before we went home. She told us that if we didn't sign that week, we would miss out on the deal of the year, that the price would skyrocket, basically giving us the 'used car salesman' act. When we were done, and at the ice cream parlor, she even followed us out, demanding that we allow her to pull our credit. We stuck to our guns and left, telling ourselves that, if (when) we did buy, we most definitely would not be using Agent A.

As luck would have it, we got a phone call from another guide (Agent B) about 2 weeks later. He was cordial, explained everything to us, and was considerate and had a no pressure attitude. By then, we were ready, and started the process. Halfway through, Agent B discovered we had spoken to Agent A, and told us we should work with her. I explained that we had our reasons not to, but did not want to elaborate (I was not going to work with Agent A, but did not think it went to the level of getting her in trouble.)

Agent B understood, and told us to send an email stating we no longer wished to be represented by Agent A, but instead wanted to use Agent B. I typed it up while we were on the phone, and he was our guide from that point on. We really have enjoyed working with him since.

Last, Agent A called us a few days later. She at first congratulated us on our purchase, but then asked us directly why we changed guides. At that point, I was a little uncomfortable being put on the spot.

The point is that if you don't like your guide, it's an easy remedy.

 

[MDonley]

It's been our experience that DVC changes guides all on its own. I can't remember how many guides we've been assigned to since 1994, but DVC seems to give us the excuse that they've "moved on" or up. I'm not usually a complainer, but when I do, it's a genuine issue. The last email I sent to DVC was met with a simple response of "your guide is .... talk to your guide." That's a heck of a response in my book. I'm not happy discussing things over the phone with someone I haven't met and DVC "assigned" to me. If my guide were interested in me, as an owner, I feel I would've been contacted, or at least gotten a "Welcome Home" call the last time we were there (Jan, 2010). I'm guessing that, if you didn't buy from them, they don't care.

 

[disneynutz]

Disney unfortunately has been changing the way that they do business. They have been hiring lower paid sales people from other timeshare companies. They have also changed the commission structure and hired contracted out of state sales agents.

As a result, some Guides were let go and others left on their own.

To request a different Guide, call (800) 800-9100, and ask for a manager.

Bill

 

[klburns]

I have not had the experience of having to switch guides, but we have make a conscious decision not to work with a different guide. On our last trip we were considering adding on. We made our appointment and arrived, only to find out that our guide was not in the office that day (and it was the last day of our trip). I wanted to cancel the appointment at that time, but the guide we were assigned to told us we wouldn't want to miss out on the specials available by being on property. Well, she really turned us off during the presentation and I did not like the idea of her being part of our DVC experience (she assured us it would be a benefit to have two guides to help us out in the future), or our initial guide losing out on a commission after our history. So we decided not to make a commitment. We actually called our guide and left a message explaining the situation. We told him we wanted to add on and could he offer us the same incentive even if he had to mail us the documents... he made it happen, despite what the other agent had told us. I'm really glad we made the decision not to work with her. I love our guide Hubert!