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

[Dean]

Your right, we took what the sales people said as the truth with out reading all the fine print. Our fault yes, be we were definitely misled by the sales team. Very disappointed with Disney I always thought they did things one step above the rest!!

Overall they are many steps ahead of most but they are not perfect. I expect them to take a step or 2 downward in this light over the next couple of years. While I know of what appear to be intentional giving of misinformation, most such issues are more related to the guide and client simply talking on different levels and the guides either not understanding some of the ancillary programs (like DCL, RCI) as well as the client misinterpreting the info OR the guide believing what DVC and other guides have told them without having personal knowledge of the subject. However, there is one area they are often accused of that is not fair, IMO, and does not apply to you it appears. That is that if they answer a question correctly at a given point, some seem to think that answer should hold true for the life of any contract the person asking the question should participate in and that there should never be any negative changes in that area. This is simply absurd but we've seen it on many threads about changes in the last 3 years or so (reallocation X2, valet, reservation system change & this one I'm pretty sure). While I agree that better communication is expected and an appropriate lead time would be nice, I think I realize why they've taken to this approach, basically that they can't please the membership not matter what and that this approach condenses down the issues and complaints to a more finite timeframe.

I just got off the phone with member services- leadership team. According to DVC 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. He 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.

DVC explained it's all a cash flow issue. DCL is not getting enough cash reservations.

That's really the only thing that makes sense, that this is a DVD decision and not DCL.

 

[Deb & Bill]

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.

On a cruise, perhaps?

 

[CarolAnnC]

Joannel, I am glad you are getting your situation resolved too.

For the others who are waiting - I never did get an "auto" answer on my email that I sent Friday afternoon, so I would not worry if that happens to others.

I am sure there are so many issues out there, we are just a small sampling of the entire membership that we see here on the DIS. So I can only imagine how busy DVC is at this time.

As I had said many times prior, send your email to the dvcmembersatisfactionteam@disneyvacationclub.com email address and you should hear back eventually.

I am still hoping that we have more information on solutions to the whole booking issue in general soon. I know there are many DVC Members and also CM's who are waiting on this as well.

I will not be surprised at all to see solutions down the road that may involve more cost (money) to DVC members trading out to DCL. That would seem to be logical going forward, after all of this.

I do wish they become more proactive with notifying the membership rather than having us find out by default. I do not relish the "Chicken Little" role here, ie. "The sky is falling...." sigh.

 

[Mineu]

Ok-spent most of the day in the hospital having tests-so was unable to "check in" here. But really-they are converting reservations? I've emailed twice, been added to the call back list twice, and still no response? I guess I will call first thing tomorrow morning. Really hope this works out-it is just a little too much stress right now!

 

[DisWitt]

I e-mailed DVC last week after reading the very first post. I was specific with my reactions and gave them three issues/questions that I wanted answered (journalism degree put to good use). Guess, what? DVC has been tracking me DOWN to respond! I have to give them kudos for follow-up. Travis from the Member Satisfaction Team (MST) called my house and left a message yesterday. I didn't call him back. He called again today and spoke with my wife. THEN, I called him back from work and got VM. So Chad from the team called me at my office. Yes, I played phone tag with MST.

I must say that Chad listened to my concerns about future DCL availabilty (I'm not currently planning a cruise) to DVCers, clarified that the issues had to do with people wanting to change rez's and make new rez's on DCL through 9/11. He said that the problems arose because they had an abnormal number of DVCers wanting to cruise in 2011 and that DCL assigns only a certain # of cabins to DVC. Thus, when they're sold out, they're sold out. Converting a rez or making a new rez would obviously not be available. Plus, changing a rez may be a problem because the assigned rooms to DVC are on a per cruise basis. If you want to change from cruise A to cruise B, there may not be DVC capacity on cruise B, regardless of the cash availability.

Here are the main points:

Chad assured me that DCL is not going away as a DVC perk.

People booking 11-24 months in advance shouldn't encounter a problem after the initial onslaught of Dream and West Coast cruisers dies down

He admitted that DVC could have done a better job communicating about this to all of us. He said that he'd look into posting something in the next member e-mail blast and getting info on the site.

All in all, I must say that I am impressed by DVC's response to me in particular and to this situation all-in-all (actually calling those on the list). We do belong to a top notch club. Disney overall is a paragon in customer service case studies. I'll be adding my interaction with this issue as one of the positive ones.

 

[Schiffy]

I e-mailed DVC last week after reading the very first post. I was specific with my reactions and gave them three issues/questions that I wanted answered (journalism degree put to good use). Guess, what? DVC has been tracking me DOWN to respond! I have to give them kudos for follow-up. Travis from the Member Satisfaction Team (MST) called my house and left a message yesterday. I didn't call him back. He called again today and spoke with my wife. THEN, I called him back from work and got VM. So Chad from the team called me at my office. Yes, I played phone tag with MST.

I must say that Chad listened to my concerns about future DCL availabilty (I'm not currently planning a cruise) to DVCers, clarified that the issues had to do with people wanting to change rez's and make new rez's on DCL through 9/11. He said that the problems arose because they had an abnormal number of DVCers wanting to cruise in 2011 and that DCL assigns only a certain # of cabins to DVC. Thus, when they're sold out, they're sold out. Converting a rez or making a new rez would obviously not be available. Plus, changing a rez may be a problem because the assigned rooms to DVC are on a per cruise basis. If you want to change from cruise A to cruise B, there may not be DVC capacity on cruise B, regardless of the cash availability.

Here are the main points:

Chad assured me that DCL is not going away as a DVC perk.

People booking 11-24 months in advance shouldn't encounter a problem after the initial onslaught of Dream and West Coast cruisers dies down

He admitted that DVC could have done a better job communicating about this to all of us. He said that he'd look into posting something in the next member e-mail blast and getting info on the site.

All in all, I must say that I am impressed by DVC's response to me in particular and to this situation all-in-all (actually calling those on the list). We do belong to a top notch club. Disney overall is a paragon in customer service case studies. I'll be adding my interaction with this issue as one of the positive ones.

Thanks for that update.

 

[TisBit]

Overall they are many steps ahead of most but they are not perfect. I expect them to take a step or 2 downward in this light over the next couple of years. While I know of what appear to be intentional giving of misinformation, most such issues are more related to the guide and client simply talking on different levels and the guides either not understanding some of the ancillary programs (like DCL, RCI) as well as the client misinterpreting the info OR the guide believing what DVC and other guides have told them without having personal knowledge of the subject. However, there is one area they are often accused of that is not fair, IMO, and does not apply to you it appears. That is that if they answer a question correctly at a given point, some seem to think that answer should hold true for the life of any contract the person asking the question should participate in and that there should never be any negative changes in that area. This is simply absurd but we've seen it on many threads about changes in the last 3 years or so (reallocation X2, valet, reservation system change & this one I'm pretty sure). While I agree that better communication is expected and an appropriate lead time would be nice, I think I realize why they've taken to this approach, basically that they can't please the membership not matter what and that this approach condenses down the issues and complaints to a more finite timeframe.

Dean, these are the things that I see quite often. Communication is a two way street and many people will sit and listen to the other party, while the communicators thinks they have relayed the message, the receiver has gotten a completely different message then what was intended. This is all Communication 101.

Most people, who clarify and ask specifics will get the appropriate answer....very rarely will a guide (or even most salespeople) will give completely false and untrue information, but rather try to gloss it over. Obviouslyt there are exceptions to every rule and some people will lie straight to your face without remorse. Even some of the things that are posted on these boards now (example is resales cannot transfer points out) could have easily been a misunderstanding and now the OP of that thread is asking the follow up questions. It is possible that the guide is saying "this is possible" while the OP took it as this is the way it is......

 

[Dean]

Dean, these are the things that I see quite often. Communication is a two way street and many people will sit and listen to the other party, while the communicators thinks they have relayed the message, the receiver has gotten a completely different message then what was intended. This is all Communication 101.

Most people, who clarify and ask specifics will get the appropriate answer....very rarely will a guide (or even most salespeople) will give completely false and untrue information, but rather try to gloss it over. Obviouslyt there are exceptions to every rule and some people will lie straight to your face without remorse. Even some of the things that are posted on these boards now (example is resales cannot transfer points out) could have easily been a misunderstanding and now the OP of that thread is asking the follow up questions. It is possible that the guide is saying "this is possible" while the OP took it as this is the way it is......

Exactly, plus as I said, I think they usually actually believe much of the misleading info such as the ease (or lack of) of using RCI exchanges.

 

[Deb & Bill]

Everyone get the e-mail from DVC today about all that's happening with DVC? Yep, still nothing about the issues with DCL.

 

[Mineu]

Ok-I'm confused:-one poster said they are converting existing cash reservations to points-however, the last report says it is an availability issue and if they are out of DVC cabins on a cruise-they are out. So, is there a magic phrase that I need to know this morning? Thanks!

 

[JOANNEL]

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!

I would call and tell them you want to convert to points and see what happens. ask for management/leadership team if you don't get the answer you want They were very nice and helpful.

it's only two in our cabin and I paid off both with points. We are traveling with friends who also want to use points. So she took their phone numbers and is going to call them today. I was very impressed with the turn around time and the way it was all handled.

 

[Mineu]

They are still saying no......

 

[Mineu]

Any words of advice-they are saying that they are NOT converting cash reservations to points. My agent was not helpful at all-just read the notes from last weekend that said that they could not help. He finally transferred me to a supervisor who said she would "research it" and get back to me-she didn't sound too hopeful.

 

[JOANNEL]

They are still saying no......

Any words of advice-they are saying that they are NOT converting cash reservations to points. My agent was not helpful at all-just read the notes from last weekend that said that they could not help. He finally transferred me to a supervisor who said she would "research it" and get back to me-she didn't sound too hopeful.

have you emailed them? I would stay on them. She told me they would be helping all.

 

[Mineu]

I have emailed twice-called three times-pretty upset right now. I tried to explain to the supervisor that this would have been done weeks ago-if they hadn't suggested changing my other reservations to get the onboard offer for Alaska. Then, once this was done they couldn't load the 11B in the system-so, I'm told to call back. Now I'm told that there is just nothing that can be done? I'm glad that others are getting help-why are we being left out. My husband is starting to get upset now-this Thanksgiving will be out 29th trip to Disney World and the Alaska cruise will be our 10th DCL cruise-just doesn't seem fair-sorry to vent but getting emotional

 

[JimMIA]

I have emailed twice-called three times-pretty upset right now. I tried to explain to the supervisor that this would have been done weeks ago-if they hadn't suggested changing my other reservations to get the onboard offer for Alaska. Then, once this was done they couldn't load the 11B in the system-so, I'm told to call back. Now I'm told that there is just nothing that can be done? I'm glad that others are getting help-why are we being left out. My husband is starting to get upset now-this Thanksgiving will be out 29th trip to Disney World and the Alaska cruise will be our 10th DCL cruise-just doesn't seem fair-sorry to vent but getting emotional

Did you speak to the person I PM'd you about?

 

[cindy18]

I have now sent a follow-up email to the one I sent Tuesday morning (to which there has still been no response). In the follow-up email, I specifically referenced the discussion on the DIS and specifically told them what I wanted to do with my cruises. This time I did get the automated response (last time I didn't), so we'll see what they say. The inconsistency is almost as troubling as the way they handled this to begin with.

 

[Cmbar]

I have emailed twice-called three times-pretty upset right now. I tried to explain to the supervisor that this would have been done weeks ago-if they hadn't suggested changing my other reservations to get the onboard offer for Alaska. Then, once this was done they couldn't load the 11B in the system-so, I'm told to call back. Now I'm told that there is just nothing that can be done? I'm glad that others are getting help-why are we being left out. My husband is starting to get upset now-this Thanksgiving will be out 29th trip to Disney World and the Alaska cruise will be our 10th DCL cruise-just doesn't seem fair-sorry to vent but getting emotional

I understand your frustration. Especially how loyal you have been.


I emailed them last night with a concise description of our situation too. I layed out the advice I got from the CM to book a cash cruise, rebook onboard the magic and then call them for point discount when they convert that cabin to DVC. I also address the email I sent to MS directly asking if this it the correct procedure on August 1st. So weeks before they implemented this. I got the "we got your message response, and will answer you in a day or two" email, but they never responded via email or phone. I expressed that I was very dissappointed with this. I also told them I have the cash reservation for the Dream cruise and was there anything that could be done. Our points are only about 160 points. I am frustrated, but I was very curteous and respectful in the email and asked in a nice way if they could possibly help us. I guess we will see what will happen.

Hang in there. My DH and I have decided if they don't let us do this we will try to book concierge at AKV. At least we will have some drinks to make us forget that we aren't on the cruise!

 

[Mineu]

Still awaiting research-looking better though. Test results were also good-so the day is looking better-thanks everyone!

 

[jdg345]

Isn't booking on points technically 'more expensive' than booking in cash anyways? Perhaps this was partially done to cut calls into Member Services and reduce are dues (or at least keep them in check).