Member Svcs people are useless!!!!

IMO the Disney delays when buying resale is just another attempt to punish people who buy resale. The majority of the time required when buying resale is caused by Disney and the delays are getting longer.

Last I checked Disney only processes resales 1 or 2 days per week and now based on posts here on the DIS, it seems that they have stopped taking closing status calls and are telling new owners to wait for notification via mail.

:earsboy: Bill

This a little too conspiracy theory for me.. Once the purchase is made, it makes no sense alienating new dvc members no matter how they got there. Disney is making money on the guaranteed visits. We all get Welcome Home, doesnt matter how we bought.
 
This a little too conspiracy theory for me.. Once the purchase is made, it makes no sense alienating new dvc members no matter how they got there. Disney is making money on the guaranteed visits. We all get Welcome Home, doesnt matter how we bought.

There is some truth to it - though it isn't a conspiracy, just a matter of simplicity and control. Disney has processes for direct buyers so they can get their first reservation through their guide - those buyers never need to experience the sausage making that is getting a contract into the system. With a direct process, their can be some parallel pathing of processes, and some of the work can be done ahead of time, making for a smoother process for the member.

Recording the contract, getting the accounts set up, all of the stuff member accounting does is steeped in legal requirements, auditability and governance. It takes time to do it right, and doing it wrong could create real issues for Disney and the members.
 
This a little too conspiracy theory for me.. Once the purchase is made, it makes no sense alienating new dvc members no matter how they got there. Disney is making money on the guaranteed visits. We all get Welcome Home, doesnt matter how we bought.

DVC doesn't get that ticket money or dining money, so they don't have the motivation to make resale buyers as happy as can be. You'll be members in the system, it might just take and extra few days. You've got at least 30 years of phone calls to MS ahead of you, don't write them off based on one call.
 
This a little too conspiracy theory for me.. Once the purchase is made, it makes no sense alienating new dvc members no matter how they got there. Disney is making money on the guaranteed visits. We all get Welcome Home, doesnt matter how we bought.

The longer that you are a owner, the wider open your eyes get. ROFR could be completed in a day or two but Disney sets the contracts aside and waits 25 days.

Getting new accounts set up and points loaded took only 4 days on several of our early contracts, now it's 10 - 14 days. Then there is the resale restrictions that Disney put in place last March that really shows you how they feel. I was told by a Disney CM that they felt that people buying resale were taking money out of their pockets and that was before the March changes. Looks like they decided to do something about it.

To us it's all about the Disney magic and taking a Disney vacation, to Disney it's all about business and of course making a profit.

There have been many new owners who buy direct because as they posted, "I don't want to wait for the resale delays and uncertainty of ROFR", or "the Guide told me that if I don't buy direct I can't use my points on DCL".

:earsboy: Bill
 

op, sorry to hear that you had a less than magical experience with that one phone call. please don't let that ruin your day. i'm sure when you do have the opportunity to make your reservation and start your countdown you will be super excited :goodvibes and you will have many more years of better memories, i hope, then this will all soon be forgotten. most importantly congratulations and :welcome: home.
 
I do not think it is a conspiracy, Disney has been trying to tweak the rules for years to try to eliminate people calling every day.

Remember when people on this forum used to recommend people make all their reservations day by day.

Now people here have been recommending people call everyday after the closing is seen on the comptroller site.

I bet they are trying to think of a way to stop the people who are gaming the current system or driving up calling volumes.

I find it amusing the people who get irate because someone suggests that calling everyday might not be the best way to spend members money. Remember we are the ones who pay for extra people to handle call volumes. We are also the ones sitting in queue behind these people.
 
dvcterry said:
op, sorry to hear that you had a less than magical experience with that one phone call. please don't let that ruin your day. i'm sure when you do have the opportunity to make your reservation and start your countdown you will be super excited :goodvibes and you will have many more years of better memories, i hope, then this will all soon be forgotten. most importantly congratulations and :welcome: home.

Thanks! Just as a side note, I ventured to call again, yes I did.....guess I am a gluten for punishment :). Reached MS and she said she needed my member #. I told her that was what I was calling for, so I could log online and check.availability, possibly reserve our 1st trip, etc. She said she had no way of finding that out for me :( I asked her if she could transfer me to MA. Of course they closed 3 mins earlier. So, guess I am looking at probably 2 more weeks at least, before I get anything in the mail. By then I will have closed 4 weeks prior........oh well.
 
that is really a bummer. hopefully soon this will all get squared away. maybe MA will be able to help you. don't worry, you'll be getting many years worth of mail and emails! :)
 
This a little too conspiracy theory for me.. Once the purchase is made, it makes no sense alienating new dvc members no matter how they got there. Disney is making money on the guaranteed visits. We all get Welcome Home, doesnt matter how we bought.

They did that with the last member cruise. People who bought resale after the deadline cannot use points for the cruise but they could also not purchase with cash like other members.
 
Thanks! Just as a side note, I ventured to call again, yes I did.....guess I am a gluten for punishment :). Reached MS and she said she needed my member #. I told her that was what I was calling for, so I could log online and check.availability, possibly reserve our 1st trip, etc. She said she had no way of finding that out for me :( I asked her if she could transfer me to MA. Of course they closed 3 mins earlier. So, guess I am looking at probably 2 more weeks at least, before I get anything in the mail. By then I will have closed 4 weeks prior........oh well.

When you talked to MS did you ask them to search by the lead persons SSN?

That's how they found each of our accounts but maybe that's changed too.

:earsboy: Bill
 
just in case dvc is reading this , i like to add my observations.

you know, growing up-my parents taught us there was a name
that others used to describe such a person & it was not tolerated
in our family.

now years past, & in my chosen career , we rely on basic, human
dynamics to help others toward their recovery. one fact for
redirecting is the principle that one's rights end when their words/
actions begin to hurt another. the question most are asking
is how do they know? quite simply when the person inform you.
now if you are on the receiving "end", & the person continues...then
you know "exactly" how the person thinks about you. ( very
"useful" in certain situations.)

therefore,
i think the problem areas of this issue has nothing to do with dvc
sending any negative message. instead if "one" place their self
in the dvc management shoes, should shed some light on the why's
dvc are doing- including the "processing".

i think it is to limit waste of money & time lost. i don't see this
ever being an issue for direct. but reading posts here, i see
similar/ongoing problems repeating from resales and renters along
these lines. for ex., how many times a week are there a post
from a resales about this vs a direct owner?

dvc has made it clear that their systems are already separating
resales vs direct. which group is more "important", i believe
has nothing personal but their bottom line. but if dvc wants
( see a need into the future ) to
send a stronger message- toward either group, there many,
many options available. if any thought is given to this area,
i think dvc will try to "look" positive in both group eyes. but
it isn't hard to figure out that dvc must have limits when
one group manipulates or ignore their rules.

it just liked the current rule regarding towl . it is a written rule.
but that didn't stop a new resales person "bragging" how they
drove..and park right in front of the resort. what that tells me
as an owner, be prepared to do active problem solving &
where/who to look @.

whenever i interacted with dvc personnel, i am thinking their
reactions are based on their business , nothing personal to
gain or prove. all the rationalizations will not influence their
bottom lines. but they do respond to their written rules. so
as an owner -any owner , it behooves one to be informed
of current policies effecting you.

it just like some of the tends seen here. book @ your home
resort then try to move @ 7mos., isn't the same for a
blt owner vs a ssr owner. that's because nobody trying
for ssr @ 7mos and therefore, they don't have to booked/
tied up their points there unless they have a tree house.
some times these little differences make or break what
an owner can do. while i don't think the playing field is
fair, but i am not going to ignore it either.

we are direct blt owner of 3 contacts. i don't buy the argument
that the resales should have special considerations like the
direct owners, based on costs. i think the differences are self
evident, but the lower costs are your major benefits. to me,
it is being forward & encroaching on our rights like "owners"
willing to disregard dvc rules, then i am expecting dvc to
separate more. this isn't a popularity contest but a business
arrangement. i am curious, how do you rationalize that
paying 'less" should get you equal /same benefits? but if you
wanted all the same conditions , then why didn't you go
direct? maybe direct owners should start their own club
if dvc fails to meet their "direct promises". :rolleyes1
 
This a little too conspiracy theory for me.. Once the purchase is made, it makes no sense alienating new dvc members no matter how they got there. Disney is making money on the guaranteed visits. We all get Welcome Home, doesnt matter how we bought.

After the direct sale, DVC is not making any money off anyone, Disney parks, restaurants, merchandise is, they are not the same.

And with resale they make nothing; their profit was with the original purchase.
 
we are direct blt owner of 3 contacts. i don't buy the argument
that the resales should have special considerations like the
direct owners, based on costs. i think the differences are self
evident, but the lower costs are your major benefits. to me,
it is being forward & encroaching on our rights like "owners"
willing to disregard dvc rules, then i am expecting dvc to
separate more. this isn't a popularity contest but a business
arrangement. i am curious, how do you rationalize that
paying 'less" should get you equal /same benefits? but if you
wanted all the same conditions , then why didn't you go
direct? maybe direct owners should start their own club
if dvc fails to meet their "direct promises". :rolleyes1

I've seen your posts for a few years and I just HAVE TO ASK, I can't stand it anymore.

What program do you use such that your posts are indented in this way? Are you using the DIS app? Are you typing on a ipod or a tablet of some kind?

I'm really very curious. I've always wondered.

Sorry for the OT.
 
I find it amusing the people who get irate because someone suggests that calling everyday might not be the best way to spend members money. Remember we are the ones who pay for extra people to handle call volumes. We are also the ones sitting in queue behind these people.

On the other side of the coin, the members who never call and now book online are also paying if MS has to hire additional CM's to answer higher call volumes.

:earsboy: Bill
 
DVC is not making any money off anyone
They probably have some margin on the management fee that DVCMC gets for operating the resorts. Other timeshare operators consider that an important revenue stream. For example, Wyndham booked $56M EBITDA on revenues of about $424M in 2011 (page 40 of that presentation).

There's also an opportunity for DVC to profit from breakage. They do return some breakage revenue to the Members offsetting expenses, but there is a cap on how much must be returned. They have exceeded that cap in the past, so it seems as though Disney is not maximizing its revenue here.

But, yes, the bulk of the profit is made on both sales and financing, not on management.
 
They probably have some margin on the management fee that DVCMC gets for operating the resorts. Other timeshare operators consider that an important revenue stream. For example, Wyndham booked $56M EBITDA on revenues of about $424M in 2011 (page 40 of that presentation).

There's also an opportunity for DVC to profit from breakage. They do return some breakage revenue to the Members offsetting expenses, but there is a cap on how much must be returned. They have exceeded that cap in the past, so it seems as though Disney is not maximizing its revenue here.

But, yes, the bulk of the profit is made on both sales and financing, not on management.

My understanding is that DVC's management income is fixed at 12% of the operating cost of each resort (not including property taxes). In addition, as you mention, there is also some opportunity for income from breakage inventory above the amount returned to members as a credit against future maintenance fees.
 
Same thing happened to me. I just realized I did not understand the process. I had to get a hold of administration. Make sure you get them your social security number, makes things a lot easier.
 
I've seen your posts for a few years and I just HAVE TO ASK, I can't stand it anymore.

What program do you use such that your posts are indented in this way? Are you using the DIS app? Are you typing on a ipod or a tablet of some kind?

I'm really very curious. I've always wondered.

Sorry for the OT.

Enquiring minds want to know... :rotfl:

OP - you really need to call Member Administration. They will be able to help you with your new membership number. Member Services is basically for making reservations.. Good luck! :)
 
They probably have some margin on the management fee that DVCMC gets for operating the resorts. Other timeshare operators consider that an important revenue stream. For example, Wyndham booked $56M EBITDA on revenues of about $424M in 2011 (page 40 of that presentation).

There's also an opportunity for DVC to profit from breakage. They do return some breakage revenue to the Members offsetting expenses, but there is a cap on how much must be returned. They have exceeded that cap in the past, so it seems as though Disney is not maximizing its revenue here.

But, yes, the bulk of the profit is made on both sales and financing, not on management.

My comment was in reference to the comment that DVC makes money on guaranteed repeat visits from members. I took that to mean they felt money was made on tickets, souvenirs, meals, etc.
 
maybe direct owners should start their own club
if dvc fails to meet their "direct promises". :rolleyes1

I won't be joining that club. We chose to buy direct for our own reasons, and I don't mind one little bit that resale people get lots of the same perks. I didn't mind it when they got ALL of the same perks, and am a bit miffed that they took perks away. I also don't mind that some people are gutsy enough to go to TOWL, or find CMs who feel it's OK, even if the rules state otherwise. Just doesn't bother me.

So I won't be joining that club.


IMO the Disney delays when buying resale is just another attempt to punish people who buy resale.

Alternatively, it just takes some time. Like buying a house. There's time involved, steps to take.


Disney has processes for direct buyers so they can get their first reservation through their guide - ...


But not everyone does this; we certainly didn't. And it felt like we had to wait to get everything in the mail, get DH's name on the comptroller page, etc etc...

Recording the contract, getting the accounts set up, all of the stuff member accounting does is steeped in legal requirements, auditability and governance. It takes time to do it right, and doing it wrong could create real issues for Disney and the members.

I agree with that! Time for the processes to happen is necessary.


Thanks! Just as a side note, I ventured to call again, yes I did.....guess I am a gluten for punishment :). Reached MS and she said she needed my member #. I told her that was what I was calling for, so I could log online and check.availability, possibly reserve our 1st trip, etc. She said she had no way of finding that out for me :( I asked her if she could transfer me to MA. Of course they closed 3 mins earlier. So, guess I am looking at probably 2 more weeks at least, before I get anything in the mail. By then I will have closed 4 weeks prior........oh well.

So, on the 25th, when you called during MA's business hours, how did that call go? Get it all squared away?
 











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