Member Services Needs To Train Their CMs Better

[Lexxiefern]

Last week I was calling day by day to book a VB beach cottage. Now my stay was going to be Oct 28 - Nov 1. Since there are only 30 days in Nov, I was calling on Dec 1 to book both Oct 30 and Oct 31. (11 month window)

The CM I spoke to on that day told me I had to call back on Dec 2 to book the night of Oct 31 (with a checkout of Nov 1). What????

I managed to get it all straightened out, but it took a little while. I have been a member for a few years now and thankfully I knew the CM was wrong. But many people would have believed her and maybe lost out on their reservation. There are only 6 beach cottages - I can't imagine if I had listened to her and called back the next day and there was no availability! Wow....

Anyway, just a heads up for you all. I hope my post wasn't too confusing. Do you think I should send an email to member services or let anyone know what happened? Obviously I don't want anyone else to have this happen to them. And this was not just human error, the first girl I spoke to really believed she could not book that day for me.

 

[lisareniff]

Thanks for bringing this up. I always wondered what happens on those mismatched months. On the flip side they must get a lighter morning when they are mismatched in the other direction. I might be worth giving a quick email to let them know this misunderstanding is happening.

Have a great time in that BC. Please give us a review when you get back.

 

[UConnJack]

I've called twice about an upcoming day to day reservation I am making, and they both said, confidently, that you can reserve 11-months out to your day of check-OUT, not check-IN. So you we obviously correct, 11-months from a check-out date of Nov 1st is Dec 1st. I always wondered why the do it to the check-OUT date, and I think it is to protect confused member from missing the day they can call. Barring a confused MS CM giving out wrong info (which unfortunately you had), the worst that can happen is a member calling to early. If they did it to the check-in day, member could be calling a day too late.

 

[fofinia]

I actually was trying to book the same day as you. And the CM told me I had to call back the next day Dec 2 (which was a Sat) and she told me to call right away at 1pm so I wouldn't miss my room. Well after I hung up it didn't sound right. I went on DVCmember.com and it said That on that day Dec 1 I could book for reservations up thru 11/1.

So I called back to try and rebook my last night. The CM (different one) put me on hold for at least 4 mins and when she came back it was all set. So it seemed to me that the computer has some sort of gliche in it. Fortunately the second CM didn't tell me no and she just made it work.

Glad we both caught it!

 

[byoung]

So far never had a problem with anyone at MS.

 

[CarolMN]

When I run into a CM that is giving me what I believe to be incorrect information, I just very politely ask him/her to please check with the Supervisor. So far, it's worked - I get what I want and the CM learns something (I hope).

I will say that I only do that with MS - it doesn't seem to work quite as well with the CRO/WDWTC CMs, LOL.

 

[bicker]

I've never encountered any MS CMs that were unwilling to check on anything which I asked them to check on. They're alway so polite and helpful, and always willing to give us members the benefit of doubt.

 

[dumbo71]

I've never encountered any MS CMs that were unwilling to check on anything which I asked them to check on. They're alway so polite and helpful, and always willing to give us members the benefit of doubt.

When are you calling because I'd love to get THOSE CM's.

Truth isi my experiences the CM's have been just OK at best, none excellent. I expected better.

 

[castleri]

I've never encountered any MS CMs that were unwilling to check on anything which I asked them to check on. They're alway so polite and helpful, and always willing to give us members the benefit of doubt.

This has been my experience also - in fact some have gone way above and beyond to check on availability and make certain my waitlists are set up for the most likely success.

 

[rie'smom]

The other day I had to change a reservation. When the CM made the change,for whatever reason, an incorrect number of points was returned to my account. She tried to work on it for awhile but said we could hang up and she'd see to it. I checked my points balance and she had taken care of it.
Each time I've called MS,the CMs have been really helpful. They have given me tips on how to book during a busy time and how to manage my points. The reservation I wanted was shorted a day-check out should have been the 1st but I had a 31st check out date. No problem, I decided to let it go and book an extra night at the Royal Pacific. The messed up ressie actually gave me enough points for 2 bd standard for next Thanksgiving if I can get the days I want.

 

[bicker]

When are you calling because I'd love to get THOSE CM's.

I tend to call Tuesdays or Wednesdays, between 10AM and 2PM.

 

[dumbo71]

I tend to call Tuesdays or Wednesdays, between 10AM and 2PM.

Thanks, I'll try that.

Now to be fair, I've had some very nice, helpful MS agents. I just feel I've had more than my fair share of uninformed, less than friendly ones as well.

MS isn't horrible but I've had far better Timeshare reservation people, Marriott for one. I've never had a bad experience with them.

Out of a scale of 1 -10 with 1 being horrible I'd put MS at a 6. I'd like to see a 8 or 9. Don't think this is unreasonable either.

 

[MIDisFan]

I booked my first reservation last week day by day at the 7 month mark for the dates of July 1-6. When the CM was first checking, she told me there was no availability at any resort, even SSR. I told her I was shocked and that I thought those dates were usually slower times for DVC. It turns out that she thought I said the 7th instead of the 2nd for the first check out date. I was able to get 2BD(2 Queen) and 2 studios at BCV. She was very nice and if she hadn't taken the extra time trying to find something for me I probably would have just called back later with different dates.

From doing the reservation day by day I did notice that some CM are more "Down to Business" than others but all were very friendly and helpful.

 

[tor]

I am glad to say all the CM's I've dealt with have been outstanding and extremely helpful but I wish there was a way to opt out of verifying my address and phone number and so on each time I call. Being an uptight NYer that is always in a hurry I feel that the room I want is slipping away because I'm verifying my address for the 8000 time.

 

[Laurabearz]

I am glad to say all the CM's I've dealt with have been outstanding and extremely helpful but I wish there was a way to opt out of verifying my address and phone number and so on each time I call. Being an uptight NYer that is always in a hurry I feel that the room I want is slipping away because I'm verifying my address for the 8000 time.

I know what you mean!!! Right after I tell them my member number I start rattling off my address phone and last 4 digits of my Soc. Sec. Num. They often chuckle and say... You have called before I guess.

Count me as one of the lucky ones... only once did I have an ill informed MSCM but we got it figured out and it all worked out.