Impressed With MS Correcting Their Mistake

[keishashadow]

Must say I was surprised today to have MS agree with me re an account error.

Had booked a speculative reservation for this past January (after the 7 month window) that I wound up cancelling when we elected to cruise instead.

Turns out a 'bonus' transfer of points from one of my contracts was also made at the time. Not sure why as I had more than enough points in the account to handle the requested reservation.

Have never transferred points within my contracts. I have linked reservations several times in the past successfully.

Had thought I was a bit light on points in that account when I went in to book an additional week for October 2016. a few months ago, but coudn't put my finger on it.

Took a lot of talking/hold time, but supervisor agreed that there really was no reason for me to request the transfer in the first place & that it was an apparent error, but they had no idea why it happened.

They backed the transfer out & returned the points to whence they came.

Unfortunately, then they ran into banking deadline issue (as in I was past it based on UY).

Was ready to just chalk it up to a loss, but no...Pixie dust, they very patiently managed to work things so that I was able to bank them into next year's contract.

Thank you DVC!

 

[CarolMN]

Love happy endings. Thanks for sharing.

 

[disneynutz]

I live happy endings too but I have to point out that this is a major problem. From your post, they made the mistake, you caught it, you spent some time getting them to agree that they made a mistake, they corrected it.

If it happened to the OP, it can happen to anyone who may not catch the error.

Bill

 

[keishashadow]

I live happy endings too but I have to point out that this is a major problem. From your post, they made the mistake, you caught it, you spent some time getting them to agree that they made a mistake, they corrected it.

If it happened to the OP, it can happen to anyone who may not catch the error.

Bill

Hate to admit if I were more pro-active as to keeping track of point balances, would've caught it sooner.

It's just that our DVC travel tends to follow same pattern...using same points for specific seasonal trips with an add-on contract that covers majority of 'bonus' trips.

Will revert back to my early DVC days & keep a running ledger in my own files vs relying entirely on the DVC website. It is a bit more confusing than I had expected with 2 different UY.

It has to be a 'freak' thing, or we'd have heard other accounts by now. What I do appreciate is they acknowledged a mistake was made (it happens) but certainly made it right in the end

 

[CarolMN]

Mistakes happen. The mark of a good company / good service is how the mistakes are handled.

I treat my points just like cash in my wallet - I pay attention to every dollar I spend,

 

[disneynutz]

Hate to admit if I were more pro-active as to keeping track of point balances, would've caught it sooner.

It's just that our DVC travel tends to follow same pattern...using same points for specific seasonal trips with an add-on contract that covers majority of 'bonus' trips.

Will revert back to my early DVC days & keep a running ledger in my own files vs relying entirely on the DVC website. It is a bit more confusing than I had expected with 2 different UY.

It has to be a 'freak' thing, or we'd have heard other accounts by now. What I do appreciate is they acknowledged a mistake was made (it happens) but certainly made it right in the end

We have had similar things happen in the past. Points added to our account and points removed in error. People with one contract, you see the error right away and have a good idea of what your balance should be but with several contracts and/or UYs it's harder to notice errors.

Bill