Known DVC computer problem takes 250 points out of my account

[OhioDVC]

To answer a few questions

The reservation and changes were made over the phone, not on-line

I haven't talked to member satisfaction yet.

My spreadsheet is pretty simple. One tab tracks all the points per contract ( i have 20) and then by each use year. I add/or subtract for each transaction and I ensure numbers match DVC's numbers after all transaction.

Another tab keeps all info on each reservation such as date, location, room size and confirmation numbers.

 

[disneynutz]

I have learned that when I have point errors, you are better off speaking to a manager or "Team Line" advisor. They are in a much better position to correct the error and report the cause to the software folks.

Bill

 

[permavac]

I feel for you OP. This happened to me in 2010 and took at least 7 phone calls on my part over the span of a month to have it finally corrected. I had to describe the situation in detail on numerous occasions and refute many assumptions and misinformation that the CMs were making/had. They claimed at the time this problem occurred because I was using transferred in points from 2 different use years. Not sure if your points are transferred or not, but the sad part is - it's been well over a year since I experienced the same thing. Why has this "glitch" not been fixed yet?! Anyway, sorry for your aggravation - it is such a frustrating experience, I know. Hope they fix it soon for you.

Terri

 

[dbs1228]

Well we got our NYE BLT GV for all 6 nights booked and confirmed all points on line look good but the first 3 nights at SSR are not booked and almost a MONTH later they still have not fixed the transferred in points to complete the reservation. They see the points but the computer will not let them book the ressie. I called today to let them know I want to WL THV for those 3 nights (2 are available now) and do not want to keep waiting. I was told I have to wait, they cannot wait list THV for me but once the ressie at SSR is confirmed to call back and they will put me on a priority WL for THV. This is frustrating. Bottom line is I want to be able to book either BWV or AKV at the 7 month mark and I know I will not be able to book on line with the problems I have been having and who knows what other problems I will have once I get MS on the line at 7 months. Keeping my fingers crossed - seems crazy that they cannot fix this problem in a timely manner!

 

[OhioDVC]

I called and checked on the points again today and got lip service. Basically, I was politely told too bad, I need to wait for the IT department to get around to it.

I am now writing a complaint to the Florida Attorney General to complain about DVC's attempt to hide this from me and its failure to correct this problem in a timely manner.

By hiding I am referring to DVC's changing the reservation without telling me and withholding the email confirmation for the "new" reservation. This may be an "innocent" mistake, but I wonder why DVC withheld the email confirmation. I get one every time I make a reservation, but when DVC makes an unauthorized change to my account somehow they forget to send the email.

 

[OhioDVC]

By the way, I did talk to a manager today and she told me there was no need to contact a manager again! According to Sidney, I need to be patient and wait for IT department to get around to it. Management does care! Member Satisfaction doesn't care! There has been too many problems with the new reservation system and they are overwhelmed and burned out.

 

[OhioDVC]

Got a call from Daniel in MS and he fixed it right away.

Great Guy!!

 

[dbs1228]

That is great! My problem got fixed about a week ago and they did put me on priority WL for THV and the WL has already cleared. Once airfares come out I can firm up the rest of my ressie (which is perfect about a week before 7 month window)

 

[BWV Dreamin]

Got a call from Daniel in MS and he fixed it right away.

Great Guy!!

Hmmmm... I wonder if your letter had something to do with it?
Glad it is resolved!