I just don't understand

[ilovecoasters]

A few weeks ago I posted about our not so pleasant stay at BWV on 2/9. Just to refresh, we had a roach issue. The manager was more than accommodating and told us he was crediting $325 to our credit card. We just received our statement and there wasn't a credit. So we called the credit card to verify...nope...no credit. I called BWV direct to speak to the manager and he verified that it was notated on our account but for reasons he didn't know, he said it wouldn't be processed that we had to deal with billing. After 3 hours of being transferred, explaining the situation to more people than I care to count, and being kept on hold at Billing, we were told "You don't need billing, you need member services at DVC." I spent another hour today getting through to member services only to be told "You don't need DVC member services, you need billing." At that point, DH had to take the phone so I could go bang my head against the wall a few times. After explaining the situation again, and being told (again) that it was notated on our account, a wonderful person (William) finally explained to us why we were never credited. It seems billing just needed to send an email to member services just to confirm that we were not receiving our points back on top of the $325. Why did it take us spending our entire afternoon on the phone? William at member services is now our favorite person at DVC. He stayed on the phone we me and DH for almost 2 hours just to check that we weren't disconnected and stayed on the line with us while we spoke to someone that could give us real answers. Has anyone ever experienced anything like this?

 

[RLRDA]

Well, thank goodness for William....the competent CM! I remember reading your thread a few weeks ago. Sorry you had to jump through hoops for the credit. Does anyone have any accountability anymore? Talk about passing the buck! You should get an extra credit to your account for the hours you spent correcting it. Luckily you noticed it on your statement. Many of us would have never remembered to look.

 

[Mickey'sApprentice]

Not with Disney, try blowing your engine on your car when its 1000 miles over the warranty. I won't say what kind but it was Found On Road Dead.

 

[kimberh]

I hate it when people pass the buck. I am glad you finally got this resolved. Now, to see if the credit gets posted...

 

[ilovecoasters]

Not with Disney, try blowing your engine on your car when its 1000 miles over the warranty. I won't say what kind but it was Found On Road Dead.

I understand. DH just had to replace the tires on his 2007 Element that only had 21,000 miles on them. They gave the tire tech a really good laugh. Everything seems to be a fight anymore.
Honestly, we had forgotten about the credit from BWV until this tire issue came up. DH was already angry about seeing the tire charge on the credit card statement when he realized the Disney credit wasn't there. I thought as a high school teacher I had heard all of the "bad" words. I was very very wrong. After we were into the third hour of calls today I wondered if it was really worth the hassle, but I really felt we were owed not the money, but an explanation at this point. I wonder how many people this has happened to?

 

[CarolMN]

.....(snip)..... After explaining the situation again, and being told (again) that it was notated on our account, a wonderful person (William) finally explained to us why we were never credited. It seems billing just needed to send an email to member services just to confirm that we were not receiving our points back on top of the $325. Why did it take us spending our entire afternoon on the phone? William at member services is now our favorite person at DVC. He stayed on the phone we me and DH for almost 2 hours just to check that we weren't disconnected and stayed on the line with us while we spoke to someone that could give us real answers. Has anyone ever experienced anything like this?

Sorry it was so hard to get the credit.

That said, I'm hoping you plan to write a letter to Jim Lewis (or maybe you already have) about William. He obviously gets customer service and I'm quite sure a letter would get him some richly deserved praise (and maybe more). Hope you have (or had) the time to do it.

 

[hoosiergirl]

Here's my story... I called to check availability at some resorts last month. The cast member told me that I had 150 points MORE than I knew I had. Instead of arguing, I decided to do some "sleuthing" myself to see where the problem was. It seems that somehow the points for a Jan. reservation that I had rented out was added back into my account. I checked with my renters to make sure that they didn't cancel--they didn't.

I didn't want to "steal" and use points that weren't mine so I wrote DVC an email, explaining the situation. (Figured it would be easier than going over everything on the phone.) DVC emailed me back and told me that something happened at check-in with the reservation but that they'd be rectifying the situation soon. I also had 26 holding points and so I thought I'd ask for a "favor" in return for my honesty--would they either release me from the 60 day rule or let me bank the points. (It's only 26 points--thought I'd try.) They said "thanks for your honesty...but no."

Today--2 weeks later--I called to make a reservation with those 26 points, and guess what? They still hadn't fixed the 150 point problem. Not only this but the cast member told me 1) You should call instead of doing things online because now DVC is open 7 days a week and 2) Are you sure you got an email? We don't show any record of this! After putting me on hold several times, she finally got back to me and said that they did indeed find the correspondence! GEESH! And this was to their benefit, not mine!

 

[bnlbebes]

If there's one thing that I fear as DVC continues to grow, it is the growing pool of semi-competent CMs trying to help us with our reservations, etc. They are going to continue to grow in number and be less and less reliable.

If only DVC would bite the bullet and allow us to use some kind of on-line system to make reservations, then the real live CMs could be left to handle situations that we truly need a person for. (And this would weed out the less competent ones, as well.)

 

[TisBit]

Man that stinks.....but I wonder if the issue was that it was DVC and they were comping you cash. I haven't heard of that before, usually they comp points (?) for these types of problems. But it still shouldn't take that much effort for them to resolve the issues.

 

[DeeCee735]

Roaches? Roaches? If theres one there's millions - Roaches? In the BWV? What's up with that? Forget the $325, sleeping in a bed without bugs.....priceless!!!

 

[DeeCee735]

What room number were you in please? I wouldn't stay one second after seeing a roach, and I'd be freakin out wondering if they got into my luggage. This is not a good thing to here at all, and now I'm thinking I don't want to stay in my home resort in April.

 

[rocketriter]

In addition to calls and e-mails, put all complaints in writing to DVC management. That way they go on record as "training issues" and can be used to give new-hires at MS better preparation.

 

[3pirates]

I don't think her roaches were the if there's one there's many type...they are the big "Palmetto Bug" type roaches that hang out in the South and often come in from outdoors, if I remember right from the OP. Huge and creepy, but not as many multiples.

I am sorry you had trouble with your credit. And I agree that you should thank the competent person.

Yes, I've experienced something like that, working with the state of Florida for a client. Once I found someone like your William that actually stayed with me and walked us through all to make sure the recurring problem actually stayed gone, life was good.

 

[castleri]

Not with Disney, try blowing your engine on your car when its 1000 miles over the warranty. I won't say what kind but it was Found On Road Dead.

Not with either Disney or your car company but we just went through that when son's engine blew at 75,500 miles - extended warranty was for 75,000.
Oil changes had been done every 3000 miles so it was really a shock.


Hope your future trips go better and that you see your credit soon. Am still surprised they didn't just credit your points back.

 

[jmtf2004]

Wow that was a lot of hold time...and patience on your part. I had have had a couple of situations that took a while and lots of phone time, but nothing like what you describe - it took months and months and many phone calls on my part to finally receive my VP package with the Giclee print. (That was a problem with the Marketing department - completely separate from MS). Another time my ME documents simply did not arrive (after a bit of investigation the CM I spoke with at MS discovered the person who addressed my ME package had entered my postal code incorrectly, so UPS wouldn't deliver it - the package got returned to MS, but *nobody* there bothered to try to resend it, or let me know!). I would say as a rule there is very little accountability when problems occur
On the bright side, if you have not already done so, contact Member Satisfaction and tell your story just as you have here. They *will* respond - usually with a phone call. They take comments from Members very seriously and do their best to follow up on comments and suggestions.
Obviously it should not have been so difficult to have your situation resolved. DVC and the resort need to know about the issues, so others can avoid this happening (inadequate communication between the resorts and Member Services). Here is the address:
dvcmembersatisfactionteam@disneyvacationclub.com
The manager's name is Nicole Florio.

 

[Tink-aholic]

Ummm...a "palmetto bug" is just another name for roach. It seems to be a more palatable moniker used by people who can't stand the thought of ROACHES in their homes.

Also, I lived in Florida for 17 years and my mother was a cleaning FANATIC. Seriously, she made Martha Stewart look lazy. And we had roaches. Once, I woke up and the biggest roach you ever saw was doing the watusi on my nose!

Roaches come with Florida living -- no matter how clean you are. Kind of the way sand ALWAYS gets in your bathing suit, no matter how careful you are.

I understand how the OP would be upset, however. Just because I was USED to them, it doesn't mean I want them to take part in my VACATION!

Hope the credit shows up. Good luck.

 

[SuziQZee]

The "credit thing" really stinks! I'm sorry that the OP had to deal with that. I don't know anyone who has that much time to kill just sitting on the phone. (my husband would've gone bisurk!) But.....the "bug" issue would've really REALLY bothered me. I don't think I could've stayed there after that. I know that it is common in FL and I know that, as much as they try, Disney doesn't have COMPLETE control over that kind of stuff but still..... it's something that I wouldn't be able to deal with. I wouldv'e checked every inch of everything before leaving. I'd have shaken everything out, I'd have slept with the lights on, etc. I have enough pets at home and bring home enough souveniers, I don't need anymore!

Good luck to the OP on the credit and good luck to everyone else on staying bug free while on vacation!!!

 

[manning]

A few weeks ago I posted about our not so pleasant stay at BWV on 2/9. Just to refresh, we had a roach issue. The manager was more than accommodating and told us he was crediting $325 to our credit card. We just received our statement and there wasn't a credit. So we called the credit card to verify...nope...no credit. I called BWV direct to speak to the manager and he verified that it was notated on our account but for reasons he didn't know, he said it wouldn't be processed that we had to deal with billing. After 3 hours of being transferred, explaining the situation to more people than I care to count, and being kept on hold at Billing, we were told "You don't need billing, you need member services at DVC." I spent another hour today getting through to member services only to be told "You don't need DVC member services, you need billing." At that point, DH had to take the phone so I could go bang my head against the wall a few times. After explaining the situation again, and being told (again) that it was notated on our account, a wonderful person (William) finally explained to us why we were never credited. It seems billing just needed to send an email to member services just to confirm that we were not receiving our points back on top of the $325. Why did it take us spending our entire afternoon on the phone? William at member services is now our favorite person at DVC. He stayed on the phone we me and DH for almost 2 hours just to check that we weren't disconnected and stayed on the line with us while we spoke to someone that could give us real answers. Has anyone ever experienced anything like this?

Did DVC hire a bunch of ex-goverment employees!!!

 

[PinkTink63]

Everything seems to be a fight anymore.

You can say that again! I have been dealing with the same problem with DirecTV & Qwest for 2 years now! It still is not correct and they owe me over $500!! It is beyond ridiculous!

 

[buzz5985]

You can say that again! I have been dealing with the same problem with DirecTV & Qwest for 2 years now! It still is not correct and they owe me over $500!! It is beyond ridiculous!

Why don't you just take them to small claims court??