dianeschlicht
<font color=blue>DVC-Trivia Contest, Apr-2006: Hon
- Joined
- Nov 22, 2000
- Messages
- 36,449
I've always had nothing but spectacular service from Member Services, but yesterday it was my turn to get the "one who doesn't know".
At the 11 month window, I booked an AKV Savanna view 1 bedroom at Kidani for 12/6-12/12 with 2 and a half years of AKV points. At the same time, I booked 12/12-12/14 in a studio at OKW so I would at least have a back up reservation for those two nights should I not be able to get them at AKV at the 7 month window.
Fast forward to yesterday (5/12) when I SHOULD have been able to call and add the night of 12/12 to my AKV reservation. I told the agent what I wanted, she said it was available, and then I told her to book it and cancel that ONE NIGHT of my OKW studio. About 15 minutes later of trying to make explanation after explanation of where I wanted the points to come from, she decided I could NOT do it. I wanted to borrow the remaining 27 points from my AKV 2012 use year and add 2 points from the cancelled OKW reservation to make the additional day reservation.
The agent kept insisting that I had to call back on Friday (the 13) to do that, since I had to book it by day of check OUT, not IN. I went round and round so long, my head hurt! Finally I said, "okay, just leave it as is and I'll call back tomorrow". She did inform me that there was plenty of available inventory for that first part of December at AKV, so while that was surprising, it made me fairly confident that I'd get what I wanted.
So I get off the phone and log in to my DVC only to find out that she had cancelled BOTH nights at OKW. Ummm, not what I had wanted her to do, but whatever, I'll fix it tomorrow.
Today (Friday 13) I called to add the night. I got a wonerful agent, and as we were talking, I said I guess I'll have to call back tomorrow to add the 13th. She said, "no, you can do that now". That whole process has changed so often, that even I was confused about it. SOOOO. It looks like I was correct in what I was trying to tell the dumbo on Thursday, and she ended up getting me so confused I didn't know if I was coming or going!
The good thing is that today's agent fixed it all and even got the points taken from the proper places. I wanted to use my OKW points from the cancelled studio nights plus borrow the remaining 27 from my 2012 AKV use year and then purchase 11 one time use points as well. Once I got the right agent, it was as easy as I expected it to be. Unfortunately, I had to go through a big headache to get to that point!
At the 11 month window, I booked an AKV Savanna view 1 bedroom at Kidani for 12/6-12/12 with 2 and a half years of AKV points. At the same time, I booked 12/12-12/14 in a studio at OKW so I would at least have a back up reservation for those two nights should I not be able to get them at AKV at the 7 month window.
Fast forward to yesterday (5/12) when I SHOULD have been able to call and add the night of 12/12 to my AKV reservation. I told the agent what I wanted, she said it was available, and then I told her to book it and cancel that ONE NIGHT of my OKW studio. About 15 minutes later of trying to make explanation after explanation of where I wanted the points to come from, she decided I could NOT do it. I wanted to borrow the remaining 27 points from my AKV 2012 use year and add 2 points from the cancelled OKW reservation to make the additional day reservation.
The agent kept insisting that I had to call back on Friday (the 13) to do that, since I had to book it by day of check OUT, not IN. I went round and round so long, my head hurt! Finally I said, "okay, just leave it as is and I'll call back tomorrow". She did inform me that there was plenty of available inventory for that first part of December at AKV, so while that was surprising, it made me fairly confident that I'd get what I wanted.
So I get off the phone and log in to my DVC only to find out that she had cancelled BOTH nights at OKW. Ummm, not what I had wanted her to do, but whatever, I'll fix it tomorrow.
Today (Friday 13) I called to add the night. I got a wonerful agent, and as we were talking, I said I guess I'll have to call back tomorrow to add the 13th. She said, "no, you can do that now". That whole process has changed so often, that even I was confused about it. SOOOO. It looks like I was correct in what I was trying to tell the dumbo on Thursday, and she ended up getting me so confused I didn't know if I was coming or going!
The good thing is that today's agent fixed it all and even got the points taken from the proper places. I wanted to use my OKW points from the cancelled studio nights plus borrow the remaining 27 from my 2012 AKV use year and then purchase 11 one time use points as well. Once I got the right agent, it was as easy as I expected it to be. Unfortunately, I had to go through a big headache to get to that point!
Don't argue, don't say it can't be done, just get a supervisor and save us all a lot of grief 
! I know what you mean about going round and round and getting so frustrated. I now just hang up if it seems like it is going south, but I can also see myself staying on the phone and thinking that surely the CM will get it right...eventually. Luckily, it was your "turn" and now you have at least two years before it happens again...or is that jury duty 
!? I was thinking of calling up MS today to ask a complicated question, but then I got busy and will have to do it tomorrow. Hopefully I will get an experienced CM!
