I Feel Bad.....

[MinnieMe2]

The guide we bought our initial contract thru left awhile back and we were assigned a new guide. He's very nice and I think is perfectly competent, but there is one problem and it's kind of a big one: I can't understand him! He has a very heavy accent, and I know it's not his fault, it's me, but I think I have to request a new guide.

How do I go about it? I especially want to be sure DVC understands that the problem is not him, it's me. I don't want to get him in trouble because he doesn't deserve that. We're trying to do an add-on and I need to be sure I know what's going on here.....

 

[Lesley]

That's a tough one. I mean, it seems pretty sad for the guide to lose commissions because you're unable to understand him, then again...it can be very difficult when discussing things over the phone. My mom has a slight hearing problem and I know how upset it gets her to not hear people properly. Accents can make it even more difficult. Do you think you can manage by just politely asking him to repeat things you haven't quite caught? If you weren't doing an add on right now, I'd say wait it out and see if you get reassigned again in the future!

If you do really feel the need to switch guides (we did, though our story is a long one.....started with one guide, was passed off to another who dropped the ball on something she said she'd do for us after our contract had gone through, so when we added on we asked for our first guide back....) it is possible to do, though not as easy as I think it should be. I got the impression that there's a lot of office politics that go on and they don't like to do it. When we switched back I just called my orginal guide who told us " but (this other guide) is actually your guide now...not me" and when I told her that I'd prefer to work with her it was a bit awkward. I had to then contact the manager to have it switched.....and apparently the two guides split the commission on our add on. When we get info from DVC it sometimes lists one guides' name, and sometimes the other. If we do add on through DVC again (thinking resale if we do ever add on again....but who knows...) I'll probably just stick with whoever they tell me is my guide that day!

You probably won't have nearly as much trouble switching if you just call the general DVC sales number and ask them what you need to do. Ours got messed up, I think, because our original guide felt bad about taking us back after giving our business to the other guide when she couldn't make it to the appointment we had set up in the beginning.

 

[sgtpet]

I was worse than you. I had sent for the video and information in early 2001. The guide called and was asking if we were interested to buy over the phone. I just didn't care for the I went to a kiosk at MK and scheduled a tour with another guide that I liked a lot more and had more in common with.

 

[wdwendyd]

I bet he is bilingual and is probably highly needed when they have a customer who speaks his first language. So don't feel bad switching. This is too big a purchase to risk not knowing what is being said. I think you should just politely explain the problem and get a different guide.

 

[MinnieMe2]

I called Member Services, they transferred me to a Sales Manager. He was very nice, understood totally, and immediately transferred our account to Susie, who then spent a good half hour talking with me. Understood everything she said and got some good info to bring home to my husband. I'm very happy -- again!

 

[Laurabearz]

We also switched guides...... I called the main office and requested a guide more in line with my style.... I wanted a go-getter, know everything, follow thru person (my old guide was to slow on the call backs, and often had to get back to me because she wasnt sure.... etc)

The manager said no problem...... and now we have a guide we love!!! (Lisa DeRosa in case your interested! LOL)

I did feel bad, since the first guide really wasnt all that bad...... it is just that we didnt click..... and she wasnt on the ball enough for my tastes......