Is Member Services Funded By Membership Dues?

[Sandisw]

I’m sure you are right that they will not be held accountable. But don’t they have a responsibility to place the best interest of the members above their profit margins? I don’t actually have any of the paperwork yet, so I don’t know how that relationship is legally spelled out, just a general understanding that they are bound to make decisions in the best interest of the members. Beyond the delay in processing resale transactions, I would venture to say that drastically reduced customer service, weeks to respond to emails and hours long holds to get through to CM have not been in the best interest of the members. I’ve read a lot of complaints of that nature on these boards over the past several months. Although I do think the call wait times are not being complained about as frequently now.

Yes, they have a responsibility to members, but as just mentioned, they are the management company we owners hire, and really have no recourse unless with remove them, which is pretty near impossible.

So, given all that is going on and the way they run, they obviously chose to reduce staff because somewhere profits or expenses would be effected in some way.

From what was posted, their fees are set at a specific % of the budget and its up to them, from my understanding, on how and what they do.

Other than this year, things have always been what I considered run pretty well, so I am, while frustrated I don’t have my new points, I am not at a point that I believe they have failed in their management as of yet. Like I shared, my previous resales took at least 2 to 3 weeks from deed to points, so 6 weeks is not so far outside the box given it all.

 

[Dean]

It would be interesting to hear from DVC cast members as to their perspective on the motives for staff furloughs. The reduction in staff is starting to sound more like a cost saving measure and less about a reaction to the virus.

Aren’t those one and the same basically?

 

[EM Lawrence]

Aren’t those one and the same basically?

I would make a distinction in this case because they have still been collecting dues from members, so their income should not have been drastically affected.

 

[Dean]

I would make a distinction in this case because they have still been collecting dues from members, so their income should not have been drastically affected.

I wouldn't make a distinction because there are other components to their top line including breakage and fees on new sales. Regardless if they don't need everyone to do the job because there's less to do, it's reasonable to have some type of reduction in payroll. It just makes good fiscal sense.

 

[Sandisw]

I would make a distinction in this case because they have still been collecting dues from members, so their income should not have been drastically affected.

Just remember, dues are based on projected operating expenses. In April, DVC did tell members that the closure could produce savings in certain areas and some additional expenses in others...ie additional cleaning protocols.. but any dues collected above actual expenses will be used as a credit when the 2021 statement comes out,

So, I do think we may see some of that play out come December when we get the new bill.

 

[EM Lawrence]

I wouldn't make a distinction because there are other components to their top line including breakage and fees on new sales. Regardless if they don't need everyone to do the job because there's less to do, it's reasonable to have some type of reduction in payroll. It just makes good fiscal sense.

Goodness. I'd say with all the disruptions from the shutdown there has been more to do! So many members needed customer service. Hence the hours long call wait times, if you could even get a call to go through.

 

[Sandisw]

Goodness. I'd say with all the disruptions from the shutdown there has been more to do! So many members needed customer service. Hence the hours long call wait times, if you could even get a call to go through.

This made me think of something. While I think there were some furloughs for MS, I don’t think there were many. Most CMs worked from home. But, given, as you said, the amount of need and calls, those MS agents who normally work on loading points were most likely pulled from that to handle phones and chats. One reason that step is taking longer than normal,

I think it was MA that saw a big reduction in furloughed workers, It is them that actually transfer and I think @drusba suggested many of those may be part of DVD and not the management company? With sales shut down, the number of people needed who do the other work like contracts would definitely not be the same.

 

[Dean]

Goodness. I'd say with all the disruptions from the shutdown there has been more to do! So many members needed customer service. Hence the hours long call wait times, if you could even get a call to go through.

I suspect overall they have less needs even if some components are busy. It's also possible their tightening their belt because their revenue is likely going to be down for several years.

 

[RoseGold]

The reason I ask the question is that it appears to me that resale members are being treated as second class members when it comes to contract sales with direct sales contracts given top priority.

There are actually more like six DVC tiers, so get in line. Good news is, unless you're RIV resale, you're not the bottom!

I bought in late 2019, and it took four weeks to get my points. That was fully staffed when I could get someone on the phone, so the delay now doesn't seem so bad.

I'd love to see more service by email and save me MFs, honestly.

 

[EM Lawrence]

There are actually more like six DVC tiers, so get in line. Good news is, unless you're RIV resale, you're not the bottom!

I bought in late 2019, and it took four weeks to get my points. That was fully staffed when I could get someone on the phone, so the delay now doesn't seem so bad.

I'd love to see more service by email and save me MFs, honestly.

Four weeks borders on too long, IMO , but 8 weeks is ridiculous. Last I saw, it was 4-6 weeks until account creation, then 7-10 business days until points are loaded, so add another 2 full weeks worst case scenario. So 6 weeks best case, 8 weeks worst case. Two months is a long time.

I’m all in favor of saving MF, but not at the expense of very basic customer service. And since we are dealing with a Disney affiliated company, my expectations are much higher than very basic customer service. This whole thing has left a very sour taste in my mouth, which as a brand new owner, is unfortunate. I’m hoping things will only improve from here.

 

[What-r-ya Goofy?]

We purchased out first resale contract in 2007. Our experience with DVC has been fantastic up until the time the resorts were closed. MS has always been there for us providing solid reliable service.

At an unprecedented time when the reports were closed, a time when member services were needed more than ever to help guide members, DVC management chose to furlough most of its workforce as a means to save money, even though funds (member dues) had already been allocated to pay for member services staff.

It's time to bring MS people back to work and restore the level of service that we as members are paying for and have come to expect from DVC.

 

[Sandisw]

We purchased out first resale contract in 2007. Our experience with DVC has been fantastic up until the time the resorts were closed. MS has always been there for us providing solid reliable service.

At an unprecedented time when the reports were closed, a time when member services were needed more than ever to help guide members, DVC management chose to furlough most of its workforce as a means to save money, even though funds (member dues) had already been allocated to pay for member services staff.

It's time to bring MS people back to work and restore the level of service that we as members are paying for and have come to expect from DVC.

I made a call yesterday to see if I could get any update on where I am in line for point loading...it’s been 7 days.

The CM was great, put me on hold and tried to get info. When he came back he mentioned, that in order to do it, they have to wait for someone from DVD to give them info and they are still working with a smaller crew.

Since we don’t fund DVD with dues, it could be their workers that handle more of this and not just MS. It was interesting the way he put it.

 

[Fangorn]

I made a call yesterday to see if I could get any update on where I am in line for point loading...it’s been 7 days.

The CM was great, put me on hold and tried to get info. When he came back he mentioned, that in order to do it, they have to wait for someone from DVD to give them info and they are still working with a smaller crew.

Since we don’t fund DVD with dues, it could be their workers that handle more of this and not just MS. It was interesting the way he put it.

This just adds more evidence to the hypothesis that DVD has a major part to play in this process - most likely the ones who initiate it. Still anecdotal, but the number of data points are starting to accumulate and making other solutions less rational.

Steve

 

[Sandisw]

This just adds more evidence to the hypothesis that DVD has a major part to play in this process - most likely the ones who initiate it. Still anecdotal, but the number of data points are starting to accumulate and making other solutions less rational.

Steve

I agree which is why if they are, then timeframe and staffing isn’t something we have much say in..not that we do for MS either.

Like I said, prior to this one, always about 3 weeks anyway.