lesson learned --hang up and call back (M.S..)

[bababear_50]

Just sharing my experience this past week with member services. I have read many threads on just hang up and call back and wish I had. I was calling on my break from work and was worried I wouldn't get Dec 31 added on to my existing reservation.
Soooo i didn't hang up.

To make a long story short the lady said I could not book AKV Jambo House as it was not my home resort. I said yes it is I just bought into AKV . She said NO you can only book at Kidani Village because that is where you bought.
I said NO I bought at AKV and Jambo house is a booking category. She said one moment please --which was actually 10 minutes --I must admit she seemed so sure I almost got my guide on speed dial and canceled the contract.
She came back to inform me that yes I was right that things have changed and I could book there. Well I don't think things have changed but I let the comment go. She then tells me that the 2010 points are no good to which I said yes they are you need to call someone and have them transfered into 2011 as this can be done for new contracts.NO she says.....ok I know I should of hung up but at this point I figured things have to get better.On hold again 10 minutes --she come back and says yes it can be done--one min please--hold again 10 minutes.
So all banked and ready to go . Well she says that will be 13 points for dec 31th (OKW studio) and I say NO it's 26. she says well the system says 13 I say No it's 26 points. She says do you want me to process the night? I say I'd love to get a Dec 31 weekend night for 13 points but something is not right so NO don't process it. She logged out and re processed my request--seems she was canceling Jan 6th of my Holiday!
Now that everything has worked it's way out (thanks to a supervisor and my DVC guide)
Lesson Learned

I will Hang Up next Time!

 

[Buckeye Fan]

Wow. That's really bad! I understand people are new, but in order to hit the floor, they have to have a level of proficiency. Sounds like she will be getting to know her Quality Analyst quite well! In all seriousness, I hope the supervisor realizes that the associate is not quite ready for prime time yet, and gets her the additional training support she needs.

Glad everything worked out with your reservation.

 

[disneydenisel]

Well, you are very patient and kind and I applaud you for having faith in the CM . I tend to hang on longer than I should with agents on the phone, too, whether it be MS or an airline or another timeshare company. I just keep thinking that they will suddenly "get it" and do the right thing.

I have learned with the airlines to hang up and call back. I usually get someone who I can't even understand and they don't understand what I am trying to do (this usually involves frequent flier miles).

The other day, I was about to book my other timeshare and called a day ahead to do a "dry run." The agent could not do the simplest thing (check availability 12 months out), and she told me that she would have to transfer me to another agent. She said that she did not finish the training yet on how to book. I was glad that she was the dry run! Luckily, the next day it all worked out with an experienced agent in about 10 seconds.

I'm glad it all worked out for you and your reservation !

 

[disneynutz]

Isn't it sad that the problems with MS are so well known that we all know to hang up and call back. Really people, is this what we are paying for?

I hope that everyone contacts the Satisfaction Team when these types of problems occur. I am getting tired of Disney management bragging about how wonderful a job that the DVC is doing and how they are highly rated in surveys.

Bill

 

[bababear_50]

Thanks for being a great group of DVCers!
I appreciate the support.

I just received two calls from M.S. --big apology and they are checking into the person who handled the call.
I told him I learned from here to "Just hang up and try again" he laughed but said I shouldn't have to do that. Which is very true, there are alot of people
who are very qualified and looking for jobs--a few right here on the Dis.

Hugs
Mel

 

[princess sparkle p]

Sorry if this is old news...but I think I have caught on to something. I am offered to complete a survey EVERY time I call MS. For a while I thought why not, after all feedback is grand. Well, I recently opted not to do the survey, because I did not want to take the extra time, and my call was answered by a well seasoned rep. Had to call MS back to ask a question, said yes to the survey and got a newbie. Hung up and called back because I could not get anywhere, said no to the survey and got a seasoned rep! So I am beginning to think the surveys are only for the newbies. Lesson for me NO SURVEY!!!

 

[lilpooh108]

I once got a horrible MS rep. She snapped at me for something (can't remember what). Then she waited for me to hang up because she KNEW I was going to do the survey...so then it was silent. For. 2. Minutes. It was like a game of chicken. She was waiting for me to hang up.

I finally broke the silence and said, you should hang up because I need to do the survey...and click she hung up on me.

I don't really know why some of the newbie MS have such attitude problems.

 

[gkrykewy]

I once got a horrible MS rep. She snapped at me for something (can't remember what). Then she waited for me to hang up because she KNEW I was going to do the survey...so then it was silent. For. 2. Minutes. It was like a game of chicken. She was waiting for me to hang up.

I finally broke the silence and said, you should hang up because I need to do the survey...and click she hung up on me.

I don't really know why some of the newbie MS have such attitude problems.

Haha, that's classic.

 

[kamik86]

My husband had that once. I asked him to call because I was at work for a few hours the day of our 7 month window. He got an awful CM that was rude but didnt know any better and thought he misunderstood what I wanted and that there was just no shot of us getting those locations. I called back less then an hour later and suddenly their was availablility at all of my top 3 choices!! Now granted in that hour people could have cancelled all of these but one was OKW studio in late January so I doubt it.

 

[EWL]

Wow... as a newbie (still not in the system yet, LOL), I appreciate this advice! These kind of hit-or-miss experiences are why I much prefer to book things myself online whenever possible, so I sure hope DVC launches its online system this year like I keep reading about!

 

[amberg@eastlink.ca]

Wow and when I had to do the same I figured it was just me! Between next weeks trip and febs one that I had to rearrange and shorten I was on with thhwn quite a bit and I remember one who disagreed with everything i said. I can't remember what it was over but I called back and got a woman who knew what I was talking about and could do what I asked.