Member Services Spreads the Magic!

[HeatherAnne]

Hi All,

Unfortunatley due to a family member being very sick and not having much time to live we had to cancel our first trip home on 6/26-7/1 at the BCV. Our use year is September so we were panicking about losing our points. I called MS yesterday and spoke to Roxanne who was very friendly and helpful. I explained our situtation not expecting anything at all. She told me that we had to use our points by August 31 or we would lose them. All I could say was "oh well". She then suddenly put me on hold to go speak to her manager. When she returned she told me that she would be able to bank our points. She told me not to worry and that she would take care of everything. I was so floored by her kindness I cried.. She told me that since we were "new" members and this was our first trip home that they would be happy to accomodate us. I am not too sure if this is something they do regularily for members but was extremely grateful they did it for us. What a relief! I felt like sending Roxanne flowers I was so happy! Anyway, I just thought I would share my story.. Hopefully we will be able to re-schedule our trip in 2004.

HeatherAnne

 

[luckytso]

Sorry to hear your bad news. Disney can wait and I hope you will enjoy the time together.

Roxanne is wonderful and always so cheerful. The best way, if you would like to acknowledge her work, is to send MS an e-mail stating your appreciation. It is taken seriously and that will bring her some magic too.

 

[mb168]

I made a BCV ressie last Sept for June(last week) and changed it once from a 1 BR to a 2 BR in Oct. In Dec I did an addon and told them to bank the pts since they were 2002 and use them for my June 2003 trip. I called the Fri 1 week before we left Sun June 8th to change a ressie for later this year and found I still had banked 2002 pts. She got ahold of a manager and and they changed my ressie for last week(which at the time was 1 week away) so that all of my banked were used for that one trip. It was considered a cancelled and then new ressie but she put a note in the computer that I had originally made it in Sept and all of my requests were still met. Non-smokin, top floor, EPCOT view, 2BR dedicated and used up my 2002 banked points. I figured no way this would be fixed and I would have points to use this year or my requests wouldn't get met. It was all handled perfect.

I've never been unhappy with MS. You would think they would have an attitude of "We have them hooked, they have to deal with us and put up with it" but they are great(even though we really are "hooked"

 

[yesdisneyfool]

I will say a special prayer for you family.

Roxanne is magic in the making and yes call or email MS to let them know.

 

[PamOKW]

I have found that DVC has a heart when there are extreme circumstances. I'm glad they were able to help you and I'll also say a prayer for your family at this tough time.

 

[JudithM]

I am sorry to read you had to cancel your first trip "home." I am glad to read you were pleased with the way Member Services handled your situation. Just another example of Disney magic!