Major Policy Change in DVC/DCL Trade Policy UPDATE ON POST #193

[JOANNEL]

I sent my email Tuesday morning, after getting absolutely no where with the DVC rep I spoke with.

Then I would give them until tomorrow and email again.

 

[cindy18]

Then I would give them until tomorrow and email again.

OK, will do. THANKS!!!!!!!

 

[Petraman]

I have a feeling HOW you responded may have affected whether you get a response. I only know of 2 people who have heard back and they really made no commentary about their frustration, they simply posted a list of questions they would like a response to about the change. I know of several people who vented their frustration with DVC about this, and as far as I know, none of them have heard back.

I e-mailed last Friday when we first heard. I didn't do any of the threats "Answer me or I'll sell my points" or anything like that, but I did express my frustration with the way they handled the point reallocation and had never responded to my questions about it over the last 2 years, and then asked for info on this situation. I got the automessage saying I would hear from them within 3 business days, but no response yet.

They may just not respond if you ramble or just vent. Ask questions clearly and simply, maybe then they will try to help you.

 

[Sammie]

I have a feeling HOW you responded may have affected whether you get a response. I only know of 2 people who have heard back and they really made no commentary about their frustration, they simply posted a list of questions they would like a response to about the change. I know of several people who vented their frustration with DVC about this, and as far as I know, none of them have heard back.

I e-mailed last Friday when we first heard. I didn't do any of the threats "Answer me or I'll sell my points" or anything like that, but I did express my frustration with the way they handled the point reallocation and had never responded to my questions about it over the last 2 years, and then asked for info on this situation. I got the automessage saying I would hear from them within 3 business days, but no response yet.

They may just not respond if you ramble or just vent. Ask questions clearly and simply, maybe then they will try to help you.

I think it is more they have been overwhelmed with emails and they are short staffed. I know for sure one of the Member Correspondence Staff, used to be Satisfaction team, has been on vacation this week.

 

[cindy18]

I didn't even get the automatic response email that someone would get back to me. I think by Tuesday morning, they were getting innundated and started to figure out that maybe they had a problem. Sounds like what Joanne is describing is a potential solution being undertaken at the management level rather than at the regular level. The question is how to get access to that solution if they are really implementing it.

 

[MK032197]

I just got off the phone with member services- leadership team. According to Travis they have decided as of last night to let those of us who already have a cash reservation and want to pay off with points will be allowed to. They are going to have a ms person call me back when this is done. Travis said it should be today or tomorrow!! I guess very one screaming helped!!

So I suggest every one who needs a cruise paid off send that email. Once again the squeaky wheel!!

I will let you know when I hear back that this is done.

(Cast Member Name Removed) explained it's all a cash flow issue. DCL is not getting enough cash reservations.

Did someone respond to your email or call you? How did you know who to talk to?

 

[Sammie]

I just got off the phone with member services- leadership team. According to X they have decided as of last night to let those of us who already have a cash reservation and want to pay off with points will be allowed to. They are going to have a ms person call me back when this is done. X said it should be today or tomorrow!! I guess very one screaming helped!!

So I suggest every one who needs a cruise paid off send that email. Once again the squeaky wheel!!

I will let you know when I hear back that this is done.

(Cast Member Name Removed) explained it's all a cash flow issue. DCL is not getting enough cash reservations.

Out of respect to the team, I would remove their name. It is also DIS policy not to state a CM's name as they have no way to rebuttal any comments.

 

[JOANNEL]

Did someone respond to your email or call you? How did you know who to talk to?

They were responding to my email. I was not mean in mine. I just said that we have been members for 8 years and bought purposely to cruise. We are repeat cruisers and it was just not fair.

As of my last conversation they are going to do it to all now. SO just wait for their call or call the DVC 800 number and ask for management. Regular member services will not be handling!!

 

[JimMIA]

I didn't even get the automatic response email that someone would get back to me. I think by Tuesday morning, they were getting innundated and started to figure out that maybe they had a problem. Sounds like what Joanne is describing is a potential solution being undertaken at the management level rather than at the regular level. The question is how to get access to that solution if they are really implementing it.

I didn't get an autoresponse either, but I did get the phone call from a member of the Member Services leadership team...who shall remain nameless. I sent my email about 9:30 Saturday morning and received the call about 4:00 PM yesterday (Wednesday).

I do think it matters how you word your emails. I do not have a problem, I was just looking for clarification for planning purposes. Others have an immediate issue they need help with. And others simply are upset with the situation. DVC can give me clarification, and they can try to help people who need to make changes in existing reservations.

They really can't do much for people who are upset except tabulate the complaints, pass the information along to the Puzzle Palace, and thank us for our input. So I would expect that members who emailed just to vent will either get a later phone call or a polite email saying DVC understands and thank you for your feedback. Really, what else can they do?

 

[Sammie]

I think a lot of people feel they are "misled" when in actuality they are not very well informed. A salesperson, disney or not is not going to give you a spiel of all the reasons not to buy or what could change. When making our purchase I wanted to be informed and I asked very specific questions as follow ups to our guides presentation. I learned that points can change, I learned that perks were not available, I learned that it did matter where you bought (and when it doesn't matter)....all I am saying is that many people are not informed because they do not ask and it isn't being misled.

That might be the case in your situation, but many have asked "specific" questions, only to be given "wrong" information. There is a huge difference. Not everyone is misinformed, many have been misled.

I specifically have witnessed this misinformation put out by the sales department. No, not all agents are doing this, but enough that it is a problem.

I do hope that everyone that has been mislead is letting MS know the specifics, as they need to get rid of the rabble doing it.

 

[JOANNEL]

Out of respect to the team, I would remove their name. It is also DIS policy not to state a CM's name as they have no way to rebuttal any comments.

Done.

 

[MK032197]

They were responding to my email. I was not mean in mine. I just said that we have been members for 8 years and bought purposely to cruise. We are repeat cruisers and it was just not fair.

As of my last conversation they are going to do it to all now. SO just wait for their call or call the DVC 800 number and ask for management. Regular member services will not be handling!!

Ok i emailed yesterday and today so will wait to hear. So where you able to convert a cash reservation to a reservation using DVC points?

 

[bumbershoot]

Off topic!

So I think once they have an official wedding date we will be looking for some RCL cruises, unless someone has some suggestions for another cruise line. They are not the party type of people but enjoy sitting and relaxing with a drink or two. Would love to find a nice itenierary for them!

Our wedding was in August and we took an Alaskan cruise on RCCL (Radiance to be exact). It was just perfect! We're not big on sitting, sweltering in the sun, and especially for a honeymoon didn't want to be somewhere where we would be too gross and sweaty to want to even hold hands...

We were on either the last or next to last cruise of the summer season, and there were days that were hot and sunny (Juneau) and other days that were overcast, and wow it's COLD going up to the glacier (can't recall the name, wait, Mendenhall?) if you stand on the bow of the ship (on the helicopter pad)!

It was relaxed, nice, not a party atmosphere...we'd do it again in a heartbeat!

 

[Sammie]

Done.

Thanks, I know it is appreciated.

This particular team is a very good group and they work hard, dealing with problems they did not cause and have no input on solutions. They are simply the messengers. I support them completely and know they have a hard job.

 

[cseca]

FWIW, I called MS and they say that rumor is BS.

I was told absolutely NO restrictions on points usage based on how the points were purchased at all. She was ready to book a cruise for me (after 10/1/2011), book an ABD, or do an RCI deposit if I wanted.

Just another lying DVC timeshare salesman -- these folks are starting to undo a pretty good organizational reputation with their antics.

YAY for lying DVC timeshare salesman
I can't believe I said that but that "guide" or whatever his job title is... (he doesn't deserve to be called a guide... a misguide maybe... ), really should be ashamed of himself.

Thanks for the confirmation.

 

[JOANNEL]

Ok i emailed yesterday and today so will wait to hear. So where you able to convert a cash reservation to a reservation using DVC points?

yes, for our 8/23/11 alaska.

 

[JOANNEL]

Thanks, I know it is appreciated.

This particular team is a very good group and they work hard, dealing with problems they did not cause and have no input on solutions. They are simply the messengers. I support them completely and know they have a hard job.

They were both very nice. I now felt some of the disney magic again!!!

 

[lovinpoohbear]

So what happens if you have booked something already on DCL w points? If you need to change the dates, you just lose the points?
That is so unfair to me, When I booked my cruise for April 2011, they had reassured me that If I needed to make a change, thats no problem up to three months prior to the cruise.

 

[JimMIA]

So what happens if you have booked something already on DCL w points? If you need to change the dates, you just lose the points?
That is so unfair to me, When I booked my cruise for April 2011, they had reassured me that If I needed to make a change, thats no problem up to three months prior to the cruise.

What I was told yesterday afternoon (by a member of the DVC Member Services Leadership Team) is that they had to consider every situation on a case-by-case basis, but they would do whatever they could do to help the member.

I don't know how DVC points availability is allocated, and I'm sure it is a moving target on its best day. It has to be impossible for MS to anticipate every single possible permutation of this issue and give a blanket guarantee for something that never has been, and never will be, guaranteed in the first place.

I don't think we can reasonably expect anything more definitive than the leadership team is aware of the problems and working on them, and they will do their best to help.

They have resolved CarolAnn's situation, and they have resolved Joanel's, and I think that tells us all we can know at this point.

 

[Zoom]

Just keep emailing. I just heard back again she took my confirmation number and is going to call me back when it's done!!

Hi! I have a few questions if you don't mind, are all the passengers in your reservation are now booked with points or points and cash combo? if i call MS can they be able to do this (converting cash reservation to points) or it has to go thru MS leadership group? And lastly, i didn't send any email, do you suggest i should? My cash reservation is for a MED cruise for June '11. You mentioned that the problem is the cash flow for DCL, with the points i have i can only book 1 AD & 1 CH with points and pay cash for 1 AD (close to $2K), so hopefully they let me convert my reservations. Thanks!