How long do you wait for your DVC CM to get back to you?

[WonderlandsMostWantd]

How long do you guys usually have to wait to hear back from your DVC cast member? I haven't heard anything back from mine since 3/31, and I've e-mailed with a few questions a few times in the last week. When I didn't hear back in a day or so, I tried contacting DVC directly and was told they'd have my guide contact me, and still nothing. I don't know if maybe she's not getting my e-mails? We're still waiting for our paperwork to arrive from DVC, we bought on the 30th, and we're thinking about buying in at 200 points instead of 160. You'd think they'd be jumping at the chance to sell more points, but I can't get a response, and when I contact DVC, the standard response is that "your guide can better answer your questions for you." Well, I bet she could, if she ever got back to me!

I've been patient, becase she did tell me she's pregnant and very close to due, but I'd think that if she went out on leave already that SOMEONE would be able to help me in her absence. A CM I spoke with 2 days ago when I tried to get an answer from someone else said she wasn't out on leave yet, she just had the day off.

So I'm waiting

How quickly do you typically get responses?

 

[kikiq]

Our guide usually calls back within a day usually within a couple of hours to tell us that she got our call and if she can't talk at length arranges another time for her to call us back. I don't know that it makes a difference but we're both in California so the time difference and calling isn't an issue.

 

[DVCGeek]

I've only talked to my guides on the phone; I don't have e-mail addresses for either

My original guide sometimes took several days and never did get back to my parents about doing a prospective member "phone tour" when they were running a promo for that. BUT, when she retired early this year I got a new one (who is CA based though I'm in OH; I spoke to her before in a conf. call about my VGC add-on in early 2009) and she has been very responsive, typically same day during the week, within an hour or two...

It's unfortunate that you are getting slow answers; I would call and leave a voicemail once a day on your guide's direct line (unless you know they are out or the greeting says "I am out of the office but will be back Thursday" or something). If the response remains too slow, ask DVC to change you to a different guide! You are trying to spend money, it's in Disney's best interest to make the sale easy and efficient from your side!

 

[backyardponder]

Call and ask for a manager.

 

[WonderlandsMostWantd]

OK, I fell a little silly... we've always communicated via e-mail or she called me so I didn't even realize I HAD her direct number, until I went back and scrolled through to the first e-mail she sent me. Called and left a message about an hour and a half ago. Will give this a shot, and if I don't hear back, I guess I'll have to call a manager. I don't want to get anyone in trouble, I honestly wonder if it isn't a problem with my e-mail getting through or something, but I'm at a loss right now.

 

[WonderlandsMostWantd]

OK, I didn't want to leave anyone hanging, just in case anyone was following this thread - I don't want leave it open ended and looking like I got a bad guide by any means.

It turns out my guide DID have her baby in this past week, which is why I was unable to reach her! Yay and congrats to her! I had a feeling/hoped it was something to that effect. I was able to speak with another, very helpful guide, last night and ask my questions, get the answers I was looking for, and change my contract.

Thanks to eveyrone who replied and offered suggestions.

 

[Ln42]

Hi
It just sounds like a technology issue and that once you get the right form in which to make contact, it should not be as long of a wait.

When I am dealing with sales or info on sales, I expect a response within 24 hours or less. If that standard cannot be met, I would feel totally fine with requesting a change. It's nothing against the guide, they just may be too overwhelmed with clients to take on my case.

My 2 cents. Good luck with your purchase!

 

[WonderlandsMostWantd]

Hi
It just sounds like a technology issue and that once you get the right form in which to make contact, it should not be as long of a wait.

When I am dealing with sales or info on sales, I expect a response within 24 hours or less. If that standard cannot be met, I would feel totally fine with requesting a change. It's nothing against the guide, they just may be too overwhelmed with clients to take on my case.

My 2 cents. Good luck with your purchase!

Hi, thanks! It looks like we were probably posting at the same time. I was able to get it taken care of - my guide went out on leave and it seems they just didn't have anyone covering her messages yet because it was so recent.

 

[DVCGeek]

OK, I didn't want to leave anyone hanging, ...

Makes a LOT of sense and glad everything worked out!!! Thanks for filling us in.