I had trouble with Member Services today-what do you think?

[noname70]

Last year I transferred points to another member. I called MS today to book a trip and was told I had zero points (should have had my full allotment-new use year). After hours of transfers, calling back, and checking DVC's website here's what happened.

For some reason they retransferred my points a second time 9 months later to that original member. I told them I didn't make that 2nd transfer but was told "well somebody did-either a family member or that other member".

I had to call the other DVC member and had the uncomfortable conversation of asking if they took my points a second time. They of course didn't.

Finally, a second manager at MS figured it out, said that for some reason, even though last years transfer showed on mydvc.com, it didn't go thru and the points were retransferred a second time ( double pts from my acct). They gave me my points back.

OK... I said thank you BUT after a full day of this, being told by MS that it's my fault, and me having to call another member and basically acuse them of stealing.....can you compensate me? A hat, fastpasses, somethin'?

MS response:
"It was the computer's fault, we fixed it. There is nothing more we can or have do for you". I asked for another manager and got the same result.

DVC is in the sales and customer service biz isn't it? Am I asking too much here for some satisfaction? Am I a being an unreasonable customer? I mean, I would have never even known about the lost points had I not called today. Should I just let this go?

**Added - A lot of members have asked me if DVC even apologized. No, in fact the manager refused to take any responsibility. She stated "we did not mess anything up, it was a computer's fault."

 

[Anna114]

I Would be getting a letter out to someone. I'm sure someone has that information. Your time is money too, just like their's. If the mistake had been straightened out with one call, no harm no foul. However, hours of your day spent on their mistake...... I would reach and write someone. Good luck let me know how you do.

 

[disneyrunningnut]

Don't you have to make the transfer? It doesn't make any sense that they told you the other member took them out of YOUR account. I don't really have a problem with the rest of it, mistakes do happen and they fixed it. But for them to give you false info like that is way out of line.

 

[Sandisw]

I would send what happened to Member satisfaction about the experience, if for no other reason than to let them know it happened so whatever computer glitch caused this problem can be addressed.

While I am sorry that it happened to you and took so much of your time, I don't necessarily think that you should be compensated as it was not something that they did on purpose.

Now, after you write to member satisfaction and tell them how much time it took and how frustrating it was, you will hear back from them and it is very possible that they will do something, like a hat, etc.

I guess this shows how important it is as members to check your DVC account on a regular basis.

 

[noname70]

Don't you have to make the transfer? It doesn't make any sense that they told you the other member took them out of YOUR account... .for them to give you false info like that is way out of line.

True and I thought a member can't make 2 transfers in a year. Not good on Member services part.

 

[CarolMN]

I don't think you should expect compensation. A mistake was made and corrected. However, I think you should have gotten an apology.

If this happened to me, I would write a letter to Member Satisfaction to express my disappointment that such a mistake could occur in the first place. I would not ask for compensation, but I would ask what they plan to do to make sure such a thing doesn't happen again to me or someone else.

I think it was poor training and customer service to attempt to fix an error without following up to be sure it was done correctly and I would be sure to tell them so. Sorry this happened to you and sorry they didn't believe you the first time.

 

[5forDiz]

I find it disturbing that you were told by MS that somebody either you or another person on your membership must have authorized second transfer of points or worse yet telling you it could have been the other member ( ??? ) Did MS tell you to call that member or did you just decide to do that because at first you weren't getting anywhere with MS ? I really hope they didn't tell you to make that call after you told them you most certainly did not authorize second transfer.

I'm glad it was resolved although it took good deal of time

 

[Dean]

While I understand the concern, I do not feel compensation is in order for this situation.

 

[dmoore22]

I have found from past experience that one must be vigilant in monitoring their points via the DVC website. The computer system does have glitches. In spite of Steve Jobs being the #1 stockholder they still are using a Windows platform. Some of the workstations are still running DOS. I have been on the phone with MS and found that what is on their screen is not the same as what I'm seeing on the DVCmember.com site. I know it is frustrating for them the same as it is for me. I've never been in the situation where I was told I did something that I know I didn't do. Usually its a dialogue were we are exchanging information to troubleshoot the problem. Invariably a supervisor shows up after receiving a call from the network administrator that a glitch was found in the network.

 

[noname70]

MS never told me to call, they just asserted that the 2nd transfer had to be authorized by my family or the other member. When I looked at my page on DVC's site it showed the other members ID # below the transfer so I assume they would also have mine. I got a sick feeling in my stomach. It still seemed far fetched that they would be able to pull off a transfer but I was reminded of the old thread about "someone who trusted".

I called the other member mainly to eliminate the possibility and be able to call DVC back to say it was their mistake.

 

[disneynutz]

We have had similar issues with MS and to be honest, they act like they care when they really don't.

As I have posted before, transfers and/or multiple contracts are not processed correctly by the computer system or the Advisers.

Bill

 

[TLPL]

I would sue them for $1million for All the stress.

 

[anna08]

I think it is poor customer service that they try to assert that it was your fault first prior to investigating thoroughly. I hope your recorded phone call is one that they use as a learning tool. Definitely let them know in writing of your frustration.

 

[dalt01]

i dont understand the, what are you going to give me.....not you..i mean lots and lots of people are that way..i know people who create problems just so they can ask that...........i always refuse such things....like getting home from the fast food drive up and the order is wrong and i call and they are all like, how about a coupon and i am all like, how about you just train your people a little better i dont want your coupon, thats not why i called.

 

[drusba]

I would also send a letter explaining what happened and expressing your severe disappointment (outrage if you want) with the way MS handled this. What is disgusting about this and for which they should be chastised is not that they made a mistake but that they immediately assumed you were lying and they could not possibly have been mistaken when you initially told them you do not do another transfer. It is that attitude that needs correction.

 

[MommaSnowwhite]

I would expect a very sincere apology.

 

[noname70]

It was the principal.
I really don't like the idea that members should have to monitor their points balance to be sure they are not giving them away.
Additionally, I do expect more from Disney, that is why all of us are so loyal and spend our vacations there-the bar is set high for good reason. If I got the same terse, cold treatment from the cable company or the phone company I'd expect it-not from Disney. The fellow member who was acused of taking my points didn't appreciate it and I didn't either. So yeah, I'm a little frustrated.

For full disclosure I would have liked to get the fastpasses.

 

[bobbiwoz]

It doesn't happen often, but I have over 17 parts to my contract and sometimes points get used that I didn't mean to be used. I have always gotten satisfaction from MS in the end. Things work out and they did for you. Write a note, don't expect anything, but maybe something extra will be done.

Bobbi

 

[Crystal_27]

Unquestionably, this situation is a bummer and no doubt it added unnecessary drama and hassle to your life but it sounds like MS investigated all channels and, once they determined the error, remedied the situation as soon as they could. I just don't think that any sort of freebie or compensation is warranted here (and, honestly, at this point would a FastPass or a hat *really* make you feel better about anything)? Either way, at least things are good to go now and hopefully you won't get any more "surprises" when you book future trips.

 

[christa112]

OP--Please do not take offense to this whatsoever. This is not directed at you at all.

I am so sick of everyone is society thinking they should be compensated for every little thing. I mean enough is enough. I have worked in retail for over 9 years and can't stand it when someone asks for compensation. There are times when I feel like looking at the person complaining and saying to them "Oh, I am sorry you must be perfect and have never made a mistake in your entire life!!!" We are human and humans make mistakes.

I also had an issue with CM's on my dining ressies while we were down there in Jan. The person who booked the original ressies book my entire trip fine until we got to our last 2 days and she booked them in 10/09, which happened to be the month I made the ressies. I spend almost an hour on my cell phone at a park trying to straighten this out. Was I annoyed, Yes. But I did not ask for anything because that CM made a mistake. Nothing I could do about it at that point. All I wanted was for the CM on the phone to get me into the restaurants I had ressies at times that were suitable for me, which is what happened.