In General -

[iloveokw]

Members for over 15 years. Only once (this year) I got a MS rep that was unsatisfactory. Hang up and called back. Everything was fine. Travel to a DVC resort 4 times a year and have 910 points.

 

[AnnaS]

I would say impressed. I think I have only had one minor misunderstanding with a waitlist.

 

[Luv2CtheMouse]

My experience is that legitimate issues are rarely so difficult to correct and that things that are that difficult are often not clearly on DVC's side and end up being "corrected" to placate the member. Without knowing specifics it's hard to make further judgements.

I don't have to give specifics and have somebody else tell me if they were in the wrong or not. The manager knew they were and resolved the issue.
What you or anybody else thinks about my specific issue makes no difference to me, which is why I did not give details. I don't mean that to sound snotty; I am just saying that I am not looking for "validation" from a bunch of strangers.

Everybody here, including myself, is so quick to defend Disney that we neglect to see when they are wrong sometimes, even when the details show they are.

 

[Luv2CtheMouse]

After many years of being a member family we have learned a valuable lesson. The problems at the resorts and with MS increase with use and with time.

We are a very active member family with 26 contracts and over 6 stays at WDW per year. A couple of years ago MS and the resorts seemed to do a better job. If a mistake was made, making things right was their top priority. Gift baskets, free food, room credits and once we were taken to lunch by a MS Manager who wanted to know more about a recent problem that we had. Now they act like mistakes are so common that they don't understand why you would be upset.

The growing size of the membership seems to have put a strain on customer service and the resorts and MS's ability to provide a consistent, high quality product. WDW and Disney is still a wonderful diversion from the problems in our day to day lives, but as time goes on, the negative changes are becoming more noticeable.

Bill

I believe this is pretty commonplace these days. This is customer service and business in general. I believe there is two ways to look at this. 1 - Customer Service EVERYWHERE is lacking. Mistakes are commonplace and management is not even apologetic about it. 2 - People get upset about the silliest thing and want a ridiculous compensation that companies are not admitting fault in order to stay in business.

What I mean is: Mommy takes Little Johnny into the grocery store and lets him wander while carrying on her cell phone conversation. Little Johnny grabs a glass jelly jar from the shelf, throws it on the ground and cuts himself on the glass. Mom is the one who is negligent, yet wants to sue Tom Thumb/WalMart/Target/etc for her son losing a little blood and needing 2 stitches. Six months later, Mommy and Daddy get a lawyer and are suing the store for 6 million dollars.

Businesses admit no fault, don't apologize or show a shred of concern because this is how the world is now.

 

[DVCconvert]

Luv2CtheMouse wrote:

I don't have to give specifics and have somebody else tell me if they were in the wrong or not.

What you or anybody else thinks about my specific issue makes no difference to me

I am just saying that I am not looking for "validation" from a bunch of strangers.

Wow. Time to switch to Decaf?

 

[Dean]

I don't have to give specifics and have somebody else tell me if they were in the wrong or not. The manager knew they were and resolved the issue.
What you or anybody else thinks about my specific issue makes no difference to me, which is why I did not give details. I don't mean that to sound snotty; I am just saying that I am not looking for "validation" from a bunch of strangers.

Everybody here, including myself, is so quick to defend Disney that we neglect to see when they are wrong sometimes, even when the details show they are.

And you don't have to. My statement was a general statement and it holds. It is rare that clear cut issues where DVC is in the wrong would require such an effort. Your OP stated you had 2 unresolved issues. I don't have any trouble saying Disney is wrong when they are but more often than not, they aren't or it's easily fixed in an appropriate way.

 

[dizzneebabe]

No complaints with MS here, either! Now, Mousekeeping is a totally different story!

 

[Disnydad]

Only once in ten years have I had a problem with MS and that was with a snippy CM. I just terminated the call, called back and got a very nice CM.

 

[sweetdana]

We have been very happy with MS. It's the Technology issues that we are not happy with! If IT really understood the program they were designing for (DVC) it wouldn't be an issue, but their IT people don't see to have a clue how this SHOULD work. I don't blame the MS folks for that...I blame the IT people!

I think MS is polite, helpful, nice and willing to be fantastic people people. .. BUT when things break no one can fix them.

I transfered in some points and they have been a mess at every ressie I have made with them. I currently still have a SSR room on hold for an Aug trip. They neglected to use my banked points 1st instead borrowed points. I also had to pay for my dining (like CRT, HHD, Poly Lau, and Mickeys BBQ), because I do not have the dining plan yet because my room is on hold.. not booked.. and needed to make ressies. I assume it will work out in the end.. but it stinks.

 

[OhioDVC]

In general, over the past 19 years, MS has been better than the other timeshares I own and better than reservations than at hotel chains.

I've had a free problems, and MS has corrected them in a timely fashion.

Not perfect, no pixie dust, but very good and above the standard for the industry

 

[OhioDVC]

No complaints with MS here, either! Now, Mousekeeping is a totally different story!

Totally agree on mousekeeping. It has definitely been on a downward trend since the beginning. Mostly, I seen a significant decrease over the past 5 years. (4-6 trips per year)

 

[bytheblood]

Are you impressed or under-impressed with Member Services and how things are handled when you call or have a question?

I am not wanting to start a riot I am just curious.

I have had two issues, both of which are unresolved. I do not want to go into specifics, I just wondered how others are feeling about processes and MS.

I know this is old, but I wanted to chime in on this....


I am confused? This post says it is unresolved, but later on there is a post from you saying that DVC realizes it was their issue and resolved it. So, were you able to get it resolved or do you still have an outstanding concern? Have you tried escalating it higher than a first level supervisor transfer?

I have a reservation starting in late November 2011 which MS could not get right. When they switched over to their new system, it messed up my transferred in points. The points were there until they tried to book them. When they did, something went wonky and the first day if my reservation was missing. I was assured it would be fixed in 3 days. I was assured the inventory was held for me, but I had nothing proving that I had the points or a room.

3 days went by, I called, still not resolved. I was told it may be a week. A week and a half went by and I was told it may be a few more days. Three weeks after the original booking went by and still not resolved. I was told that it was escalated and it will take a few days more. I was getting both nervous and annoyed so I asked to be transferred to a supervisor. She was very nice and assured me that I had a room for the first night of my vacation, but she would not be able to provide me documentation to back that up.

AA came out with tickets for $100 for our trip and we wanted to purchase them. I called to check again and it was still not resolved; this was more than a month after the initial booking was made. I was assured several times that there would be a room for me and I could book my tickets. We went ahead and booked them for our Nov/December trip.

We took a trip to Disney earlier this year with every intention on adding to our point count, but as this issue was not resolved, we elected to save our money as so far we are not impressed.

Anyhow, 2 months went by and it was still not resolved. I had made close to 10 phone calls and being told something different each time (typical Disney), I was pretty frustrated at this point. Some of the things I was told:

• This is such a common situation with the new system and there are so many to fix that it is taking a while.
• This is such a unique situation that IT cant figure out how to fix it.
• There are several hundred reservations with issues and so they are not fixing the problem until closer to your vacation time. (which was NOT acceptable at all)

Anyhow, I was told for 2.5 months that it was escalated and should be any day now and I was frustrated. I got onto the DVC site on a Wednesday afternoon, logged in and wrote a short, nicely-worded and to the point message sharing my frustration. I had a Customer Service Regional Manager call me back on Thursday and the situation was resolved on that Saturday. She even gave me her direct number and said that I should phone her if I ever have issues with my membership again.

So, I was not happy, but the issue has been resolved. No thanks to Member Services, but there are people who do care and want to keep their clients satisfied. My only real complaint about Member Services through all of this is that nobody did anything outside of sending an email to get this resolve and they were just making stuff about (all of the different responses). Somebody should have taken ownership and made a phone call to somebody who could do what the Manager did.

So, if your issue is not resolved and you are still unhappy, try going above Member Services. If the bag of apples you bought at the store was full of bugs, you would not tell the cashier, you would go to the Produce Manager.