IT Problem with DVC Account

[MBELSANTI]

HI all,

I will try to be as concise as possible.

I have already talked about the start of this problem in a previous thread where my ressie was cancelled.

I was booked from 8/17-8/22 in 1 bedroom standard at BWV. At 7 month mark tried for BCV 1 bed ( 6 more pts per night). I was able to get into BCV for 8/17-22, and waitlisted for the last 2 nights. I checked and was told I have enought points to waitlist for this.

On 2/21 I recd a voice mail asking me to call DVC. I didn't get to call them until next day. I called and CM told me my waitlist came through for August. I was so happy. Then she cancelled my BWV to switch over to BCV and said, "oh I see why they called you. You don't have enought pts."

So now BWV was lost yet again, but she put me on hold and got it back. So I asked her about my lack of pts and that I had spoke with last CM and she told me I had enough to waitlist. She said she saw that I had 11 pts transferred in that were used for another ressie which was subsequently cancelled. But..... I also had 6 pts that needed to be banked this year. Those pts together would have been enough for my waitlist as I only needed 12( 6 per night). When I look at my account history, whomever touched my ressied on 2/21, borrowed those 6 pts for waitlist. But waitlist never happened, so why were my points not put back into current status? I was told that they filed an IT trouble ticket to reinstate the points and that they had a room at BCV "on hold" for me so that once the pt problem is fixed, I will have my waitlist. This was on 2/22 and no one has called me back as promised and the 2 calls I have made since then have been useless. The last one the other day I was put on hold for 25 minutes and she never came back on. I had to hang up as I was at work and had already been talking to her for 10 minutes when I was put on hold. She never bothered to call me back either. I am a new member since November. Is this the way Members are treated? I sent off a long email to MS tonight and I guess I will call again tomorrow. I have tried 3 times to talk with a supervisor, but they will not transfer me. They always tell me that they will try to help, but they have yet to do that.
Ok I said I was going to be concise, but now I am rambling.

 

[Connears]

Sorry to hear about your experience. I have been a dvc member since 1994 and have had great service, even exceptional service from ms. Errors occur, but I feel they are not the normal course. If an error was made, they should rectify it and I am at a loss for why noone is responding. When I called ms last January for reservation, I got disconnected and while I was getting ready to call back, the cm had called and left a voice message saying that she made the reservation and gave that the confirmation was coming, but I could call back to her and get the # today. That's the kind of service I have always had. Hope you get this resoved.

Connears

 

[CarolMN]

I'm sorry this is happening to you - sending pixie dust that it all works out in your favor very soon. IT problems seem to take a long time to resolve, but it does sound like you have the reservation you want and all will be well before you arrive for your vacation.

PLEASE IGNORE THE FOLLOWING IF YOU WERE JUST VENTING:

It's a bit disturbing that they will not allow you to speak to a Supervisor. Did they give you a "trouble ticket" number for the IT problem? If you call today, start out by saying you are calling to check on the progress of an IT problem and would the CM please transfer you to a Supervisor since this may take a while. (Most call center reps do not like to spend a lot of time on one call - it works against the productivity objectve). Be sure to ask for the name of everyone you talk to - and make sure they know you are writing everything down. I do that by very politely asking them to spell their names - for some reason things go better when a service rep thinks they might be "accountable" for their response. It might also help you to get a Supervisor more quickly - it does for me. When you get a Supervisor, ask for an IT trouble ticket number or reference number that you can use to check on the progress and also for an estimate of when it will be corrected.

Good luck!

 

[Tinkerbellcrafter]

This is very disturbing...I have not had a problem since membership in 2006. I would very definitely ask for a trouble ticket and a supervisor today. WE had many phone problems trying to get thru to ms in January and February. The lines would be busy for 2 hours at a time. We finally submitted our request for Dec. online. We were trying to check for February for a couple of days...

Good luck and pixie dust!!

 

[MBELSANTI]

Thanks for all of your replies. I think it was a bad idea to book more than 1 trip a year because it is very hard to follow the accout history online. I did get a reply from my email to DVC in addition to the regular canned response. I posted it below. I am not going to call them again. I am going to wait 5 days and see if they call me back.


Dear Marie,

Thank you for contacting Disney Vacation Club Member Services.

We appreciate your message. Based on the nature of your comments, I
have forwarded your message to our Member Satisfaction team for further
review. You may expect to be contacted again with regard to your
message within 5 business days.

Thank you again for writing.

Sincerely,

XXXX

 

[Disney_Daddy]

I'm sorry to hear about your troubles. I just recently had a problem with my point totals and almost lost 80+ points because of an error during a MS phone call.

To get the problem corrected, I found it challenging to get good information from MS. In the three or four calls to MS, I finally connected to a rep who was able to provide accurate and helpful information.

I was finally able to get help when I emailed the member satisfaction team. So I would suggest sending an email to this department. The email for the satisfaction team is dvcmembersatisfactionteam@disneyvacationclub.com.

Hope it ends well!

 

[MBELSANTI]

I'm sorry to hear about your troubles. I just recently had a problem with my point totals and almost lost 80+ points because of an error during a MS phone call.

To get the problem corrected, I found it challenging to get good information from MS. In the three or four calls to MS, I finally connected to a rep who was able to provide accurate and helpful information.

I was finally able to get help when I emailed the member satisfaction team. So I would suggest sending an email to this department. The email for the satisfaction team is dvcmembersatisfactionteam@disneyvacationclub.com.

Hope it ends well!

Thank you for the link. I wonder if the email I sent to them on the form on the website goes to this same email address? Does anyone know?

I have been trying to access my site and where I would click to see my account, it says:

We are currently unable to access your Disney Vacation Club Membership information while we perform scheduled system activities.

I wonder if this means they are working on my account, or if this is a general system issue. It has been like this all day.

 

[Disney_Daddy]

The general mailbox is different from the satisfaction team. Your general email will go to a MS rep and be dealt with as though you were calling on the phone.

The website update was sitewide. So they were likely not adjusting your points or looking specifically at your account.

 

[MaryAnnDVC]

We are currently unable to access your Disney Vacation Club Membership information while we perform scheduled system activities.

That's what mine has been saying since I got up this morning.

 

[eva]

Wow, so sorry to hear of all the trouble you have been going through. Is is normal? Not as far as I am concerned. We have been members for nearly 11 years and have never had anything but good service from MS. A couple times I have felt that the person I was speaking with did not understand what I was trying to do. So I just say that I need to think this through and will call back later. I then hang up and call back a few minutes later. Our reservations can sometimes get a bit complicated because we have 5 contracts at 4 different resorts. And I am constantly banking and borrowing to use the points the way I want. I am usually planning for the next two or three trips to make sure that I have my points set up the right way. So when I called awhile back to make a reservation for ABD and had to use points over 3 years from 3 different resorts, I made sure I was talking to someone that understood what I was trying to do. The first call I realized that the CM was probably fairly new and was having a tough time understanding how I was using my points. So I got off and called right back. The second CM was more knowledgeable and picked up my intent right away. Rule number 1 is to make sure that you know exactly what you are trying to do and have it written down before you call. The more precise you are with MS, the better it will go.

Good Luck! I hope it all works out in the end.

 

[KarenP99]

I feel your pain. I looked online today to see that my APRIL Vero reservation was canceled

I had called almost 3 weeks ago to alert them that they were A) showing I had too many 2007 points available and B) they were showing that I had <1000> points on one of my contracts Not possible! I know exactly how many points I should have - so I called to tell them. They said you should never have a (-) balance showing and opened an IT ticket and would fix it and call me.

Fast forward to today, I check online to find that I have points available AND they canceled my Vero reservation. I called and was informed that IT is working on it and that the room is "on hold" for us. Sounds like the same answer the OP got.

They have assured me that I have the room - I won't believe it until I see it though.