Member Services - Not very nice

[FranP]

We've been members almost since the beginning at OKW and have made many reservations - even for our daughter's FTW (32 people; total of 7 rooms, including a villa, 2-bedroom suites, one bedroom suites and studios) and the airline tickets - all done with charm and grace by member services). We have, however, experienced several CM's who were a little disinterested and not nearly as helpful as some others - particularly when trying to make a reservation for DS who couldn't decide where he wanted to stay and kept changing his mind and also when trying to book dining reservations. However, there are always other CM's who more than make up for the minor problems we have experienced - I have had some really fun conversations with some really sweet people!!!

 

[LisaS]

My point is that Disney has said to wait 10 days to be in the system according to previous posts on this board. Whether you want to make a reservation or not, it is unreasonable to call before that point, and it is unreasonable for persons purchasing resale to not be given the information by their closing agent or purchasing agent. This is not Disney's problem, IMHO. Furthermore, the phone number for Member Administration is the same one as the one for Member Services--just a different prompt. Same with Member Accounting. I think there is a real gap in service on resales, too. DVC as part of the ROFR process should have a fee that is charged for documentation and documentation delivery that ensures that the purchaser receives all pertinent documents AT OR BEFORE CLOSING or that such are provided by the seller. Better communication about being in the system should also be a priority, I will agree. And, by the way, this post certainly was not aimed at the OP who did wait till the 10 day mark.

In my case I was told to call in 7-10 days. Because I wanted to make reservations, I called at 7 days. I don't see a problem here. Why would I wait until 10 days to make my reservations if I'm told it's OK to call at 7 days?

When I first spoke with Admin, I was told to call back the following day so I did. If she had told me "you aren't supposed to call until 10 days after closing" then I would have waited another 3 days to call back. So when you state that Disney tells people to wait 10 days before calling, they did not ever mention this to me. If they had, I can assure you I would have followed their instructions to the letter. I'm very much a "follow the rules" type of person, very polite and respectful and certainly not in the habit of making unreasonable demands on others in an attempt to get what I want.

 

[Doctor P]

I don't know what you were told, Lisa, and I have not had DIRECT experience with this issue. Only what has been reported here. Sounds like you did what you were told.

 

[keishashadow]

It's important to remember when reporting anything bad or unpleasant here that "it is always the member's fault". I always start my less than positive posts with a standard mea culpa like "I know this is all my fault and I didn't memorize my contract like I was supposed to, and DVC is great and never does anything but wonderful, magical things..." This lets everyone know I am totally to blame for everything and I'm grateful that DVC even let me into their club in the first place. What's that saying... "I wouldn't want to be a member of any club that would have me for a member".

Repeat after me... DVC - GOOD! Members - BAD! It's all MY fault!

 

[pat@dvcstore]

It is very appropriate to call MS to see if you are in the system. And it sometimes happens when you are but they can't find you. Member admin is almost impossible to get to directly, about the only way to get them on one phone call is to go through MS anyway.

There have certainly been reports of less than helpful CM over the years, I think more the last few than previously. I do think the vast majority are nice and helpful but anyone can have a bad day. It usually only takes a few days 3-5 working days usually) for you to get in the system once they receive you paperwork. One question is when did the closing company notify MS, not necessarily when you did the closing?

Member Administration has asked us to please advise our buyers that it is now taking 7 to 10 days to be placed in the system rather than 3-5. Just wanted to make sure our folks don't have unrealistic expectations.

Pat

 

[Dean]

Member Administration has asked us to please advise our buyers that it is now taking 7 to 10 days to be placed in the system rather than 3-5. Just wanted to make sure our folks don't have unrealistic expectations.

Pat

That should be 7-10 days total, not 7-10 days after received by DVC.

 

[castleri]

Just want to say I called MS this AM and got pleasant, excellent service. I had three things to take care of and she did it with a smile- yep I could see it through the phone - changed one ressie, made a new ressie, and requested a written confirmation for an exisiting one that should have been here a week ago.
Am sorry others have had bad expeiences but I really think that is far from the norm.

 

[Laurajean1014]

DH called Member Services today to see if we are in their system yet. We bought resale and was told 10 days from closing. Today was 10 days and Member Services was not very nice - borderline rude. Unlike Me, DH is very nice to everyone so this surprised me. CRO has always been super nice.

Has anyone else have this same treatment from Member Services?

BTW, the answer was no - not in system yet.

Have not yet met anyone whom was not extremely friendly and pleasant. They give their name when you call in, whom did you speak to?

We've made over 50 ressies in 10 years and have been very pleased with demeanor and attitude of the entire Member Services department.

 

[MaryPA]

DH did not remember her name. If this was not our first call to member services I probably would have called back and complained. This being our first call - our concern was, are they all like that?

Apparently not - we just got someone on a bad day, I guess.

A little nervous about calling back - maybe later today. Want to start making reservations for next year.

Thanks to you all!

 

[dianeschlicht]

Mary, do you have your member number yet? If so, just call assuming you arein the system. Give your member number and say you are making a reservation. If you are not yet in the system, they will tell you. We have always had very helpful MS folks. I did get one once who was very cut and dried with her comments, but most of them are very friendly and cheerful as well as helpful.

 

[JUDSON]

It's important to remember when reporting anything bad or unpleasant here that "it is always the member's fault". I always start my less than positive posts with a standard mea culpa like "I know this is all my fault and I didn't memorize my contract like I was supposed to, and DVC is great and never does anything but wonderful, magical things..." This lets everyone know I am totally to blame for everything and I'm grateful that DVC even let me into their club in the first place. What's that saying... "I wouldn't want to be a member of any club that would have me for a member".

Repeat after me... DVC - GOOD! Members - BAD! It's all MY fault!

Oh man my sides are splitting after reading that one... as much as i love visiting this board, that totally describes this place

 

[Disney Fanatic]

As a new member, I have to admit I started calling after 7 days from closing to see if we were in the system.

I did explain each time that we had 153 pts that needed to be used by Sept 05 and really wanted to take advantage of them.

The first time I called, the CM really was not very pleasant and was not willing to help at all.

The 2nd time I called, the CM was great and really went above and beyond to make sure we received the help we needed.

Since then, we have had great CM's and they have been really helpful.

 

[mmickey5]

we have been members since DVC started and have made many,many visits. I have been very fortunate to have great experiences with CM. They have always been polite and very friendly. Believe me, we have had requests or questions and they have helped me out every time. Give them another chance because I think you got that one person having a bad day-definately not the norm.
Good Luck and ENJOY your DVC, its the greatest!

 

[MickeyCrazed]

I've had a few "Grumpy" member services representatives in the past, but overall, they exceed our expectations.
The other day I had to call because I misplaced over 10 days of ADR numbers. The representative couldn't have been more helpful or pleasant, even though our conversation lasted over 10 minutes.
I was very happy with her service. I only wish I took the time to tell her manager how greatful I was. I promised myself I would do that next time!

 

[MaryPA]

Update.

DH called today - 15 working days still not in the system but he did talk to a VERY NICE CM!

We are emailing our contacts at The Timeshare Store for info.

 

[manning]

I heard a rumor that if you encounter a CM at checkin you should report them. They then, for two weeks, have to wear a Grumpy sweat shirt!!!

 

[MaryPA]

Love the Grumpy Sweatshirt idea!

Heard from The Timeshare Store, apparently Disney made a mistake, error in final payoff - their mistake. They will take care of it and should have us in system by Monday or Tuesday.

Glad we checked into it - who know how long it would have been for someone to find this.

 

[rigsby25]

I had an odd experience with member services recently. We are planning a family reunion in May. I booked a Grand Villa at OKW, my home resort. After that, just to make sure, I posted on this board to find out about Grand Villa wheelchair access and was amazed to find out we would have to have a HA villa. Just for one person. At any rate, I called and explained and said either we had to get a HA grand villa at OKW or any other resort. She said I was not at the 7 month window to get another resort, so she went to talk to her supervisor. When she came back, she DID give me a HA grand villa at OKW. The whole time I talked with her though, she sounded to me as if she thought I was "pulling something". I can't for the life of me figure out what it was I could have been pulling. Are HA rooms more desirable or something? I have heard people on this board complain about getting HA rooms.

 

[tjkraz]

The whole time I talked with her though, she sounded to me as if she thought I was "pulling something". I can't for the life of me figure out what it was I could have been pulling.

Since you said something to the effect of "either we had to get a HA grand villa at OKW or any other resort", my guess is that she thought you were trying to maneuver into another resort prior to the 7-month window.