Letter of concern/no response

[debbie in Seattle]

I wrote DVC a letter of concern over a recent trip I had in October (early October) and have never received a response. Is this normal for DVC? If a member has an issue/concern and contacts DVC, they are ignored? I never even received a short note of acknowledgement of the letter.

 

[AFMom]

That doesn't seem normal at all - I would call your guide and tell him/her what is going on and see if they can track the issue for you.....

 

[RobDoc]

It may depend on to whom the letter was sent. It may have been routed to a different department or manager depending on the complaint itself and make take longer to get a response.

If it was a complaint about an event at a resort, it may have been referred to the general manager for that resort. In most cases, it's much better to direct any complaints to the highest level while you are there instead of waiting until after you return. That way the resort has an opportunity to try to correct the issue at the time and/or contact all parties who may have played a role in the issue. After the fact complaints do take a lot longer to track down.

Good luck!

 

[JudithM]

To whom did you send your letter?

 

[Doctor P]

I wrote a letter to Disney Cruise Line about some problems we had on an aborted 2004 cruise. It took them a LONG time to respond as I recall (several months), but when they did so it was with a lengthy personal letter that attempted to address all the issues I raised. Though I didn't necessarily like the content of the response, I did like the fact that it was clear that they had read my letter and attempted to make sure that all the points were addressed in a personal letter. I hope your wait is also worthwhile, but I wouldn't necessarily worry that you haven't yet.

 

[poohj80]

Did you e-mail or send a hard copy? I got a call a few months ago after I sent some compliments via the DVC Member web site and was told that when they did a search on my e-mail address in their system, they found two previous messages from me ended up in their junk folder. The CM didn't know why but apologized for not getting back to me sooner and forwarded even the old letters to the proper persons.

 

[icydog]

When I complained about one of the chefs at Boma I got a call from a young "manager" who said she was the decision maker. I found her non- responsive and I asked for her manager's name. The next management person was more mature and understood my frustration regarding some food allergies I have and a chef who thought the whole thing very trivial. She sent me a note and $25 in Disney Dollars.

 

[patsal]

I don't know, sounds like the right turn around time for me--it has always been about six months before I have ever received a response to a snail mail letter sent to Disney. Not great turn around time, by that time I figure they really dont' care.

 

[icydog]

I would call and find the correct manager in charge. I have always found this method the best. I don't like to wait 6 months to tell my side of a story.

 

[Sammie]

I always use the Contact Form on the website and have always gotten a response within 24 hours and usually a phone within 48 hours.