How satisfied are you with DVC NOW?

[dumbo71]

With some recent changes in the DVC environment I can't help but wonder if some of the changes have led to a decline in member satisfaction.

We've had transfer limits and "rent for profit" changes, as well as menu changes, member cruise booking changes to benefit first timers, no more to go orders at Olivias, hard sell tactics on the Member cruise and frequent stories of less than truthful guides.

Are these changes for the better of DVC?

This poll is for long time owners, say 6 years or more. To simplify I'll focus only on your satisfaction with DVC Now compared to earlier years of ownership.

 

[cgcw]

My "gut" feel is the DVC is changing in a direction that I don't like or want it to go. If it continues, sadly, we will probably make other plans. I was on the recent member cruise. In the end, I walked off thinking that they didn't want us to return next year (got that one almost right, didn't I??). It didn't have the same warm and cozy feel as the year before. The year before, the planning team and DVC leaders were a part of us. This year, they made it very clear, at least to me, that they weren't. When we returned, I talked to our guide who told me that the new hard sell approach to exisiting members is the new trend. Sadly, if I wanted to be a part of a traditional, hardsell tacky time share, we probably would have bought something different or not bought at all.


I certainly hope this is just a burp in their thinking and that my feelings are very, very wrong.

 

[Chuck S]

DVC does not have control of the menu or take out policies at WDW, not even at DVC resorts. They are operated by Disney, not DVC. The "stories" of less than truthful guides have always been around on the boards, so no changes there, take them with a grain of salt.

The transfer limits, along with the policy of Disney offering no assistance (ie not becoming involved in) the private rentals of DVC members is in MOST of our POS, and I would venture to say in evey POS of people who have been members 6 years or more...so no actual "policy change" there.

The member cruise booking...you may not like it, but many of us "older members" remember an almost identical lottery system for booking at Christmastime at the DVC resorts, so again, nothing new, and the ability to institute said lottery system is also found in our POS.

Changes that have been positive since I purchased: 1)the current elimination of the Christmastime lottery 2)the AP discount 3)availability of DDP (while I don;t use it myself, many folks do) 4)longer MS hours 5)enforcement of one transfer policy-helps eliminate the point morphing for commercial renters that would book resorts at holidays then rent the ressies.

BTW, DVC has the responsibility to prevent point morphing if they see it as a problem, it is against FL timeshare law to "oversell" a resort, and point morphing could be construed as that.

 

[WDWLVR]

The member cruise booking...you may not like it, but many of us "older members" remember an almost identical lottery system for booking at Christmastime at the DVC resorts, so again, nothing new, and the ability to institute said lottery system is also found in our POS.

I voted less, but not the absolute worst. If I had taken this poll 6-8 months ago I would have said greatly improved.

Chuck - I have question for you since I wasn't booking holiday time when we first joined. Was the lottery system in place open to all? If so then it isn't the same as what they are doing on the member cruise. I think many of us would have been happy if they said demand is so high and we've had problems with the phones so we are doing an open lottery. Instead they are doing a lottery just for first time cruisers and then another booking day for everyone else.


Edited to add. I'm still very satisfied with DVC as far as providing what we bought in for which is great accomodations at a set price until 2042. My disappointment is based soley on what happened on the 2005 Member Cruise and the current booking procedure for the 2006 Member Cruise which is a small part of my membership.

 

[Chuck S]

The lottery system was only used for a few years, and there were rules. I never used it, we used to travel in early January. I know that you had to register for the lottery, if you were selected and refused the ressie two years in a row, you were not eligible to be on the list the following year. If you were selected and accepted, you could be on the list again, but I also think that was two year max. And there was no 11/7 window priority for the lottery, OKW, HH and VB owners had equal chance of booking my home resort during the lottery period.

However, remember that this was a lottery for resorts where we actually owned, not a "perk destination" like the cruise that can be discontinued at any time. Nothig says we will always be able to trade points for a cruise, and in fact, the oonly guarantee we have is to be able to use our points on a first come first served basis at our own home resort...even other DVC resorts can be discontinued.

 

[byoung]

The old saying, only wish I bought sooner.

 

[Deb & Bill]

I'm with Chuck. I see things getting better. I see them offering more to members. I see them trying to take care of members better.

 

[Caskbill]

In regards to the early lottery for the cruise, while some may not like it, it's not a new idea. Similar things exist all the time, especially offers to "NEW Customers" people all kinds of freebees not given to existing "Customers".

• We have satellite TV which we purchased about 15 years ago. We had to buy all the equipment and pay to have it installed. At the time it was over $700. Today, "NEW" customers can get everything free, equipment, installation, free upgrades for a number of months...etc.
  
  
• We got the Disney Visa card, no bonuses of any kind. Today a new cardmember can get $75 credit (If that promotion is still going on) This is typical of CC's, all kinds of things for NEW owners. Telephone companies are the same. How often do you see the phrase "offer does not apply to current customers".!
  
  
• My Frequent Flyer miles have restrictions, based on black-outs and how many 'paid' bookings they get.
  
  
• It's not uncommon where 'past winners' of something are not allowed to win again immediately, so that others may have a chance. WWTBAM players couldn't play again for 30 days after getting in the hot seat. This is so others would have a chance to play. For someone who went to Disney once a year, it effectively meant you could only get into the hot seat once a year. But locals could get in 12 times a year if they watched their dates.
  
  
• It's common for local sports teams to have rules that require that ALL players have to play in the games. If someone makes the team, they will get to play and not have to sit on the bench all season because the more 'experienced' players play ALL the time. If your son/daugher stands a foot shorter than the 'bigger' players, they still get to play. It's for Everyone. And yes, I've heard parents complain that their team lost the ball game because THEIR son/daughter, who was so good, didn't get to play the whole game because that 'short kid' had to play.
  

Is the cruise the exact same as the above. No, but it's similar enough in many respects.

Whether someone thinks it's fair or not, it's definitely not totally unprecedented in the world we live in. From a business standpoint if part of the goal of having the cruise for members is to also get members to do add-on purchases, then having newer members makes sense as older members probably have all the points they want for awhile.

Just .02

 

[Donna]

I have to say i am less satisfied than ever with DVC. Nothing i can quite put my finger on except for the fact that it is getting too big. I know it's a business and of course to profit, a business must grow. Just for my personal tastes, it has gotten too big. I recently sold off a good bit of my points and i thought i would be sad and i wasn't sad at all. Being a member for 10 years has been great and i still enjoy every DVC stay.
We tried another cruiseline last year and really enjoyed it and it was a fraction of the cost of a disney cruise. I guess we've just come to realize there is more to the world than just going to Disney, even though i wouldn't dream of substituting a vacation for disney! just in addition to! Plus, we purchased an RV which allows us to see so many places and to also stay at disney alot longer than DVC allowed us to.
i NEVER EVER thought i'd sell one single point of my DVC! I would be interested to see, 10 years from now, how many members are doing the same thing. When i read the new members posts, i remember that enthusiasm and excitement from the early days. It is still a great value for families that go every year and i still highly recommend it to those that ask about it. For us, it's just not how we choose to spend our money now that husband is retired and kids are growing up.

 

[CarolMN]

I voted more satisfied. We bought to stay at the BWV. Although the non-DVC options are certainly nice (I did use points for the DLH earlier this year), I wouldn't care all that much if they went away entirely.

I was thrilled to hear about the discount on APs and equally happy that DVC started cracking down on transfers.

Of course, there are are some things I wish were different - aren't there always, LOL? Most notably, I wish DVC would consistently enforce their policies.

And I also wish the dues wouldn't increase again, that the Basketball Gophers win the 2006 Old Spice Classic and that I win the lottery soon. (I want to buy enough points to spend the winters at WDW).

 

[jarestel]

I'd have to say I'm more satisfied. And I was satisfied as a pig in mud when I first purchased as a baseline for current satisfaction levels. ( by the way, pigs in mud are very happy for those urbanites who may not have experience with our porcine friends )

It seems to me that DVC is actively looking for ways to improve the member experience and though I don't use all of the perks & bennies offered, I'm sure many members do. Things are good!

 

[littlestar]

We're still satisfied with DVC for onsite deluxe room stays - we're going on 5 years of membership. But, I have found that I really enjoy our off site stays, too. Especially when we just want to relax at the resort.

We like staying at Marriott Cypress Harbour and Horizons for the wonderful palm tree'd Key West tropical grounds, warm pools, satellite TV (we like to watch old movies on vacation), etc. I've found we want different things for different trips. If it's a Disney park trip, then I want on site for the convenience and transportation. If it's to relax at the resort, give me palm trees, a warm pool, and a nice comfy room and I'm pretty happy. We've actually sold some of our DVC points because of the reasons above.

 

[CarolA]

I bought DVC for accomodations at Disney.

Since that part of the deal has not changed and in fact Disney is giving me MORE choices then when I first bought I am very happy.

I did not buy to Rent or on the "chance" that there would be discounts and/or speical events.

 

[Deb & Bill]

I bought DVC for accomodations at Disney.

Since that part of the deal has not changed and in fact Disney is giving me MORE choices then when I first bought I am very happy....

I was going to add this same thing. We bought when there was only OKW and BWV at WDW. We added on at VWL and BCV. We've stayed at VB.

So we've gotten a lot more out of our initial purchase.

 

[Granny]

We've only owned for almost 6 years now, and I voted "just as satisfied".

In retrospect, I should have voted "more satisfied". I like having the additional choices of new resorts and it seems that is not slowing down.

And the member AP discount is much, much better than the LOS pass discount we used to get.

So I think we are more satisfied than ever with DVC right now. The things that other people have been dissatisfied with are either not important to us (point transfers, hard sell tactics, menu changes) or don't tend to affect us.

We got the Disney Visa card, no bonuses of any kind.

Now come on Bill, you got to put that "Day One" on the bottom of your card, didn't you?

 

[larrytau]

I agree with CarolA: I bought DVC because of the accommodations at Disney. Yes, our two children are now 20 and 15, but my wife and I plan on enjoying Florida, Disney, the Disney Buses, the quality of Disney customer service, and the vast assortment of DVC quality locations for a long while - with them or without them! And, maybe, one day our children will have little ones that just might be interested in joining us too!

I think the bottom line is the quality of customer service; we know that when we are at Disney, we will have it!! Period!

SSR in about 48 days!

 

[dumbo71]

Thanks for the votes and the posts. Lots of good points in there. It seems over 70% of the voters are just as staisfied or more satisfied with DVC.


Keep the votes coming, thanks.

 

[cdmickey]

The old saying, only wish I bought sooner.

+1 More than happy with the way things are.

 

[goldilocks_63]

Okay, I love Disney, but it isn't working as well for my family because:

1. Colder pool temps in Winter (seeing how this plays out, but already not going in Feb / March this year because of last years issues).

2. Need 1st floor access at OKW for medical reasons. They will not guarantee unless you reserve a HA room, but that doesn't work because FIL is 6'5" and with wheelchair height is too uncomfortable with him.

Before you flame me on this, last year I did request 1st Floor, checked in aroun 2 p.m., and they put FIL with diabetes and quadruple by-pass (only 4 months after) not on second, but third floor of OKW. And this was at primetime Easter for 10 days (Big time points!!).

So for this year tried to be pro-active, but OKW management wouldn't help, Disabilities refused to help unless HA room, so basically I take my chances and Oh well.... So if it doesn't work out, I may be selling, as I won't be able to take my extended family anymore.

Basicallly, Disney is refusing to accomodate our specific handicapped needs - even offered to bring medical letter. Either you take their solution to your handicap, or you get nothing. Writting this is still making me upset!!!


Still frustrated, and disappointed, Goldi

 

[dumbo71]

Okay, I love Disney, but it isn't working as well for my family because:

1. Colder pool temps in Winter (seeing how this plays out, but already not going in Feb / March this year because of last years issues).

2. Need 1st floor access at OKW for medical reasons. They will not guarantee unless you reserve a HA room, but that doesn't work because FIL is 6'5" and with wheelchair height is too uncomfortable with him.

Before you flame me on this, last year I did request 1st Floor, checked in aroun 2 p.m., and they put FIL with diabetes and quadruple by-pass (only 4 months after) not on second, but third floor of OKW. And this was at primetime Easter for 10 days (Big time points!!).

So for this year tried to be pro-active, but OKW management wouldn't help, Disabilities refused to help unless HA room, so basically I take my chances and Oh well.... So if it doesn't work out, I may be selling, as I won't be able to take my extended family anymore.

Basicallly, Disney is refusing to accomodate our specific handicapped needs - even offered to bring medical letter. Either you take their solution to your handicap, or you get nothing. Writting this is still making me upset!!!


Still frustrated, and disappointed, Goldi

Goldi, so sorry to hear about this. These types of things have become more common of late with DVC. I wish there was a solution to your problem. It could be solved very easily but it would take that little extra bit of effort DVC doesn't seem to put in any longer.

Good luck, I'll keep my fingers crossed for you.

The true test of a company is how they deal with problems. In this case they failed miserably.