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

[Susan C]

Thanks for the info Carol.

I think I meet you on the Med Cruise in 2007. The main reason we bought DVC is because if we were going to spend so much on cruising ( our favorite way to travel) we might as well own the time share..

Do you think there is just too many of us, thinking this way?

Thanks
Susan

 

[CarolAnnC]

I hate to disagree with you but this is OP own fault - Disney did not all of a sudden call her out of the blue and tell her to rebook her cruises. She is angry because DCL did not read her mind - that this is what she wanted to do and keep rooms handy just for her. I am sorry that there is no availablity for her to rebook on points - DCL is a limited room availablity that is just the way it is.

Let me correct you on a couple of points you seem to be misinformed on.

1) Its was DVC's fault I could not reschedule my cruise last Sunday August 15. I had the dates, they provided me the available rooms, and my DH, DD and I sat here for 45 minutes on the phone while they attempted to figure out what was wrong with their computer system and why they could not proceed. I agreed to call them back in a couple days as they said the computer needed to "reset" itself. Plus, they were closing for the day. That was definitely not "my fault".

2) I never said Disney should "keep rooms handy just for me". I find that statement to be quite argumentative and I am not sure why you are speaking that way. Perhaps you misread my original post?

3) The new policy is the reason why I could not rebook on Friday, not availability. DVC and DCL did not suddenly have a huge glut of DVC bookings between Wednesday (when I last spoke to them) and Friday when the new policy proclaimed that bookings were done through September 2011 and possiblity through 2012 as well.

4) Lastly, I was not "angry because DCL did not read my mind". That, too, is an inflammatory assumption to make here on the boards. I was upset that the options for the change I was making were taken away from me, leaving me with no good choice at the time. I was upset to have DVC leaving not only myself and my family, but other fellow members high and dry without any notice whatsoever that this major policy change was coming. Whether it was DCL's fault remains to be seen, but it is my feeling that is where this originated from.

You would do well to not read into postings and make assumptions that are false. There was no sense of urgency on the part of DVC, especially when they told me to wait a couple of days for their computer issues to work itself out, only to then be told that "things changed around here today..."

DVC has been able to make it right for me, and for that I am very grateful. I know my switch left two category 6 cabins open for a June date, so perhaps someone on the call list may have benefitted from those too?

I still have faith that there will be more change coming to hopefully rectify this situation. Everyone writing in will certainly be helpful to push them to perhaps reconsider this action.

Otherwise, there will be many more renting points out in times to come..

 

[CarolAnnC]

Thanks for the info Carol.

I think I meet you on the Med Cruise in 2007. The main reason we bought DVC is because if we were going to spend so much on cruising ( our favorite way to travel) we might as well own the time share..

Do you think there is just too many of us, thinking this way?

Thanks
Susan

Hi Susan! We did have a lot of DIS'ers on our Med cruise..

I believe that with so many trading points out to the cruise line, perhaps CRO has had a hard time keeping up with renting the rooms out to the public to compensate DCL back.

With so many Free Dining programs, AP discounts, etc., not to mention folks renting dvc from Members, it may not be as easy to recoup the money for the traded out points.

That is just my thought on it. The Baltic Cruise we just took this summer was full of DVC Members cruising on points. But, truly an itinerary such as that one which is so pricey may be difficult to fill with Members not being able to book on points.

I am still hoping there will be more revisions forthcoming, as the way has been left is not beneficial to either Members nor DVC itself. Time will tell. In the meantime I am asking everyone who is concerned with this change to please email the Member Satisfaction Team to let them know of your thoughts.

Take care..

 

[Crissup]

I hope the DVC members on the member cruise next month let them have it!!

OK, I'll go on record and put myself on the hot seat here...

Actually, I hope they don't. I just feel they would be directing their anger in the wrong direction. I would much rather see them use the member satisfaction email address and let *them* have it instead. The member satisfaction mail box is set up to feed our level of satisfaction (or lack of) back to DVC management. Attacking a sales guide who is simply trying to make a living and feed their family isn't the right forum. He doesn't necessarily have a direct line back to the appropriate level of management.

I hate this recent change DVC has pulled out of their butts on us. But I'm standing up for the cruise guides because my experience has shows that these are generally the more seasoned guides who know what they are doing and aren't trying to intentionally mislead you. Yes, they use the cruise as a perk to generate sales because they believe, as much as we do, that it will stick around. Darn it people, it's easy to get angry at anyone in the organization right now, but if you truly want to make a difference, make your dissatisfaction heard at the right level!

 

[Deb & Bill]

....Otherwise, there will be many more renting points out in times to come..

And that's a whole other issue for DVC to take care of.

The biggest problem with DVC is not letting members know anything until after the fact. If they would announce on Aug 1 that on Aug 20, DCL bookings will become very limited and could become limited before that time, it would at least give members a heads up on these things. We all know they have our mailing addresses and for the most part they also have our e-mail addresses because we all get mailings from our "guides". What is so difficult about letting people know about changes before they happen?

How funny. I was just looking back at a few old issues of Vacation Magic. In the Fall 2005 issue, JL was talking about the "enhancements to the Member experience" (adding DLR and a few other CA resorts to the Concierge Collection) and how "satisfaction fuel(s) the magic of Membership". Then in Fall 2007, he talks about how "policy changes enhance the simplicity of Membership".

 

[Mineu]

OK, I'll go on record and put myself on the hot seat here...

Actually, I hope they don't. I just feel they would be directing their anger in the wrong direction. I would much rather see them use the member satisfaction email address and let *them* have it instead. The member satisfaction mail box is set up to feed our level of satisfaction (or lack of) back to DVC management. Attacking a sales guide who is simply trying to make a living and feed their family isn't the right forum. He doesn't necessarily have a direct line back to the appropriate level of management.

I hate this recent change DVC has pulled out of their butts on us. But I'm standing up for the cruise guides because my experience has shows that these are generally the more seasoned guides who know what they are doing and aren't trying to intentionally mislead you. Yes, they use the cruise as a perk to generate sales because they believe, as much as we do, that it will stick around. Darn it people, it's easy to get angry at anyone in the organization right now, but if you truly want to make a difference, make your dissatisfaction heard at the right level!

Well said!! The DVC/DCL reps that have been answering our calls did not make the policy either and I have tried to reassure them that I know the situation is beyond their control and am just grateful for the advice/suggestions that they have to offer!

 

[CarolAnnC]

OK, I'll go on record and put myself on the hot seat here...

Actually, I hope they don't. I just feel they would be directing their anger in the wrong direction. I would much rather see them use the member satisfaction email address and let *them* have it instead. The member satisfaction mail box is set up to feed our level of satisfaction (or lack of) back to DVC management. Attacking a sales guide who is simply trying to make a living and feed their family isn't the right forum. He doesn't necessarily have a direct line back to the appropriate level of management.

I hate this recent change DVC has pulled out of their butts on us. But I'm standing up for the cruise guides because my experience has shows that these are generally the more seasoned guides who know what they are doing and aren't trying to intentionally mislead you. Yes, they use the cruise as a perk to generate sales because they believe, as much as we do, that it will stick around. Darn it people, it's easy to get angry at anyone in the organization right now, but if you truly want to make a difference, make your dissatisfaction heard at the right level!

We will be on the October 7 three day cruise, and I totally agree. I am hoping by then this new policy may have been modified or molded into something far more Member friendly.

I find the DVC Guides on the cruises to be knowledgeable, and up front. I feel they are going to have some damage control to work with since the cruise passengers are usually a good target for DVC purchases. I do not envy the position that they are now in, at all.

I wrote to the Member Satisfaction Team right away on Friday, as I knew that would be the appropriate place to make my feelings known. I would encourage others to do the same here.

 

[JOANNEL]

OK, I'll go on record and put myself on the hot seat here...

Actually, I hope they don't. I just feel they would be directing their anger in the wrong direction. I would much rather see them use the member satisfaction email address and let *them* have it instead. The member satisfaction mail box is set up to feed our level of satisfaction (or lack of) back to DVC management. Attacking a sales guide who is simply trying to make a living and feed their family isn't the right forum. He doesn't necessarily have a direct line back to the appropriate level of management.

I hate this recent change DVC has pulled out of their butts on us. But I'm standing up for the cruise guides because my experience has shows that these are generally the more seasoned guides who know what they are doing and aren't trying to intentionally mislead you. Yes, they use the cruise as a perk to generate sales because they believe, as much as we do, that it will stick around. Darn it people, it's easy to get angry at anyone in the organization right now, but if you truly want to make a difference, make your dissatisfaction heard at the right level!

I didn't mean for them to go after the salespeople, but Jim Lewis and his group. I hope people ask him a lot of questions about why this happened all of a sudden with out telling any of us!!

We have loved DVC in the past and I hope the same person who got Carol her rooms can find them for the rest of us also!! We were so looking forward to Alaska and now I just don't know. I was laid off in May and cash may not be an option.

 

[Sammie]

FYI: the Member Satisfaction Team is now referred to by DVC, as the Member Correspondence Team.

Just wanted to make sure we were all clear on that.

 

[Deb & Bill]

FYI: the Member Satisfaction Team is now referred to by DVC, as the Member Correspondence Team.

Just wanted to make sure we were all clear on that.

So satisfaction is a thing of the past??

 

[JOANNEL]

FYI: the Member Satisfaction Team is now referred to by DVC, as the Member Correspondence Team.

Just wanted to make sure we were all clear on that.

I emailed them earlier, I will let you know the response.

 

[Sammie]

So satisfaction is a thing of the past??

Who knows and not sure when it changed but when I got a message from them, it said, ------ of the Member Correspondence Team.

Just thought it was odd.

 

[Mr_Potts]

OK, I'll go on record and put myself on the hot seat here...

Actually, I hope they don't. I just feel they would be directing their anger in the wrong direction. I would much rather see them use the member satisfaction email address and let *them* have it instead. The member satisfaction mail box is set up to feed our level of satisfaction (or lack of) back to DVC management. Attacking a sales guide who is simply trying to make a living and feed their family isn't the right forum. He doesn't necessarily have a direct line back to the appropriate level of management.

I hate this recent change DVC has pulled out of their butts on us. But I'm standing up for the cruise guides because my experience has shows that these are generally the more seasoned guides who know what they are doing and aren't trying to intentionally mislead you. Yes, they use the cruise as a perk to generate sales because they believe, as much as we do, that it will stick around. Darn it people, it's easy to get angry at anyone in the organization right now, but if you truly want to make a difference, make your dissatisfaction heard at the right level!

From my experience, the member cruise will be full of the DVC management who should be made aware of these problems. Jim Lewis and his family were on the member cruise I was on. I agree that complaining to guides on a regular cruise is not productive. But with all the DVC honchos on the member cruise, that is another story. In fact, one of my peeves about the 2008 member cruise was that although it was nearly impossible for many of us to book dinner at Palo, every night DVC management appeared to be having dinner in a private room at Palo every night. I wonder what Walt Disney would have thought of that. With all the turmoil the Disney company went through at the end of the Eisner era (I was present at the shareholder revolution in Philadelphia), don't underestimate the effectiveness of vocal, reasoned criticism. Gosh, I miss Roy Disney. But this is a relatively small problem, and DVC is still a wonderful program. The real problem here seems to be communication, or the lack of timeliness thereof. Additionally, I think DVC might underestimate the lure of the Cruiseline to current and prospective DVC members. The excitement around the new ships has only made that more pronounced. ANY modification to the ability to book cruises is a major development that should not be trickling out via the message boards.

 

[FLWIDisneyFan]

Anyone else wondering how they are going to handle the Member Cruise 2011 on the Dream. Will all bookings be cash only?

 

[erionm]

Anyone else wondering how they are going to handle the Member Cruise 2011 on the Dream. Will all bookings be cash only?

If the current situation is a result of DCL cutting DVC off, the Member Cruise will not be affected. DVC charters the ship and they have complete control over bookings.

 

[DaveH]

Agree.

Given this thread, I assume the resale market has just sky-rocketed. BLT should be available for $80 per point soon...

Seriously, I think there are two groups who are increasingly unhappy (and probably shouldn't be), long time owners who are upset things aren't the way they were 1991-1995. Back then, DVC had no reputation and had to use incentives to get you to buy. Free park access was the incentive (people forget it was an incentive now a days). Same reason I won't by Marriott on points now, too new, too unknown, don't see how the conversion will play out just yet. But, succombing to "the good old days" syndrome, people think they're now owed those types of things as benefits, which they never were. They were perks and incentives, always subject to change.

The 2nd group are those who chose to listen to perks and incentives rather than base the decision soley on the reality of the purchase. A timeshare, available to be used at your home resort for a "fixed" number of points each year. Reallocation can happen, but you're save knowing total points in that resort for the year won't change. Sure Sunday could be 1 point per night and Friday 101, but overall, the resort totals won't change. People thought we were crazy for buying BLT at $114 instead of SSR or OKW resale for $65. I bought where I wanted to stay hedging against any future changes within the rights of DVC/DVD.

Trading out could go away tomorrow and I'd still own what I paid for. Sometimes, I think Disney's downfall is trying to go above and beyond, because when they can't or won't later - they get crucified. Just should have never done so from the start.

Adventures by Disney points went up exponentially, but that's not DVC's fault. DVC still has to pay for that space you used points for - we got what DVC was able to negotiate. Same with all the other non-guranteed perks of membership. You weren't guranteed those when you bought.

I will agree, communication could be better. That is true. Though, Aluani has been selling for what, four months now? I just got a brochure Saturday.

I am in a third group, I joined in 2001 and remember the customer service then. I dislike some changes and embrace others. My biggest complaint is the lack of respect toward members. They need to improve communications. I have mixed opinion of Jim Lewis.

 

[Cmbar]

OK, I'll go on record and put myself on the hot seat here...

Actually, I hope they don't. I just feel they would be directing their anger in the wrong direction. I would much rather see them use the member satisfaction email address and let *them* have it instead. The member satisfaction mail box is set up to feed our level of satisfaction (or lack of) back to DVC management. Attacking a sales guide who is simply trying to make a living and feed their family isn't the right forum. He doesn't necessarily have a direct line back to the appropriate level of management.

I hate this recent change DVC has pulled out of their butts on us. But I'm standing up for the cruise guides because my experience has shows that these are generally the more seasoned guides who know what they are doing and aren't trying to intentionally mislead you. Yes, they use the cruise as a perk to generate sales because they believe, as much as we do, that it will stick around. Darn it people, it's easy to get angry at anyone in the organization right now, but if you truly want to make a difference, make your dissatisfaction heard at the right level!

I understand what you are saying and I agree that we should definitely write to member satisfaction. But are you saying you are comfortable sitting in a presentation on the cruise ship and letting them state that you can buy DVC points and trade out to the DCL KNOWING that has been suspended? Or how about the guide who is telling people In a presentation that you can buy a X number of points and travel to Resort Y in the "dream season" for only this number of points, and saying the point charts haven't changed in 15 years. And they know they have. I don't understand that kind of integrity just to make a living. I think it is perfectly reasonable to tell people that periodically adjustments are necessary to the charts and therefore you may want to buy points accordingly. Or how about saying the cruise line is so popular in trade out that in fact, we have exceeded our DVC limit on the new itineraries. Don't you think that is much better than essentially lying to people? It is so disheartening to feel like you have been scnuckered after spending thousands of dollars! I may sit on those presentations when we cruise in October and then simply ask a question so that a Sales guide is able to explain more fully but I am not the type of person to let anyone "have it!"

 

[danandnan]

I am in a third group, I joined in 2001 and remember the customer service then. I dislike some changes and embrace others. My biggest complaint is the lack of respect toward members. They need to improve communications. I have mixed opinion of Jim Lewis.

I just talked to our club rep about 30 min ago DVC just found out about it Friday night and they are frantic. Jenne told the have stopped all Dvc members from using points for a cruise until 2012. WE just got under the wire last month when we made our final payment for the up coming Western we went half points and rest cash. As of Friday no .
DVC is working on the problem and hopes to streighten it out with DCL.
AS Jenne said its going to kill our sale presinations.
__________________

 

[Petraman]

I really hope that all of us that have e-mailed the Member Correspondence Team will report back what they are told. My autoresponse from them said I would here from them within 3 business days.

I hope they make an effort to give real info, but I have this sinking feeling it will be a sterile politically correct response that will really give us no sense of what happened or where we are headed with this...

Here's hoping

 

[Petraman]

Hey Cmbar....

I will go on record and put myself on the hot seat with you. Well said.
Noone should abuse a sales guide like it was their fault. But that guide better not lie to me, they need to be straight, and if they want to sell DVC for a living, they need to be well versed and be able to answer the tough questions with honesty and integrity.