Member Services /bad Experiences

[lisa costa]

I have been a DVC member for a little over three years now and am in the process of trying to book another trip. Is it me or has anyone else found member services to be rude at times, non supportive and just not helpful. I ask questions they don't have answers to, they are never able to suggest or offer options and sometimes can't even calculate how many points I may need to use. I have been told to get out a calculator and add them up myself. So much for a magical experience. For me, my experience starts from the moment I pick up the phone and start planning, and so far they have ruined everyone of them for me!

 

[spiceycat]

boy sounds like you got new ones.

so sorry.

most of MS is friendly, helpful, and tries there very, very best to help you.

sometimes I have gotten one that doesn't understand the system or worst think they do and it is your fault. when I get one of these just hang up and call again.

most of the time you will get a different MS.

oh one more thing if I know what I am going to ask is difficult - then definitely go for experience. just ask the MS how long they have been there. if less than a year. say sorry and hang up - try again. You want someone who has been there at least 5 yrs if not 10 yrs.

 

[dianeschlicht]

I agree with Pat. We usually have excellent experiences with MS, and have been calling and making trips now for more than 11 years.

One thing you should do is be sure you know EXACTLY what you want and what you will accept ahead of time. That way if what you are looking for isn't available, you will know what your options will "cost" you in points as well. For example: In my planning for next January, I made my ressies right at the 11 month mark at our home resort, but I plan to change them (if possible) at 7 months. I have written down nearly a dozen possible scenarios that I could and would accept for that change. That way I know AHEAD of the call what is too many points and what is acceptable to me. It really is our job to know all of that ahead of time and not expect MS to read our minds. I also always check point totals before and after so I KNOW they have given me the correct ones.

 

[ahalla]

I called MS yesturday morning and the person I got on the phone was just horrible. All I wanted to do add the last two days of my trip to my waitlist. She tells me I don't understand what you want....hello what is so hard about that. It ended up she couldn't waitlist as they were available, that's all she said. I talked to my husband and he told me to call back. I am really glad I did. I got Miley on the phone and she was absolutely wonderful. As I am trying to reserve a 2BR for our whole stay, I currently had a 2BR for our first part of the trip, missing the middle two days and then I had two studios for the remainder, and waitlisted for any 2 BR for the second half or whole thing. Anyways, long story short Miley gave me a suggestion and I loved it....now I have my orginal 2BR at AKV for the fist half, and I am at SSR for the second half, although I am waitlisted for two nights at SSR, it seems that they may come thru before the 2BR at AKV. Our trip is the first two weeks of December. Thanks Miley!!

 

[lisa costa]

I called at three different times today to try and book the RPC at the GF for February 09. The first person had me hold for over 6 mins so she could call the GF and get the points for 09 and told me it would be 620 points but had no idea what kind of room or view. The second time some one else told me that it would cost me 634 points for a parking lot view in the concierge club, the third time someone told me they were not booking rooms for deluxe resorts yet for 09 as the resorts haven't released rooms for DVC members yet as they were trying to get cash customers booked first. The web site says I am able to book the GF 11 months out, are we nine months away or is it my imagination! I haven't been able to book anything yet, and worse no one seems to know what is going on!

 

[Starr W.]

I wouldn't be surprised if they don't have the points for the hotel rooms yet for 09. The other year they were way behind the schedule in getting the point chart for DCL.

 

[Goofy's apprentice]

Sorry that you have had troubles. We have been members since 2004 and I can honestly say that I have had very few problems. MS staff are very friendly and helpful. The very few confusions that I have had have been with relatively inexperienced staff. If I get the feeling that they are confused, I just get some basic information and tell them politely that I have to think about it and then I call back. This really hasn't occurred that often and it has mostly been when I was trying to handle a confusing situation. All in all, I think they do a great job. It's a good idea to know exactly what you need before you call. They are not really travel agents, more like booking agents.