Member Svcs people are useless!!!!

[txsoccermom]

Grrrrrrr - I purchased my 1st DVC contract back in Aug (a resale) and closed around Oct 10. I was SOOOO excited to see my name on the Orange County Deed listings So, I called DVC member services today, thinking they could give me my member # and I could start to check availability online, before I get the info in the mail. I even got a DVC Cash pricing e-mail today for the Fantasy and select cruises thru end of 2012! Therefore, I figure I get the e-mail, they can help. Not the case! I called, gave her my name, she pulled it up but said there was not enough information in the system for her to verify me ?!?! I told her I could give her specifics on the contract, address, etc. However, she couldn't tell me what it was that she needed - just that she couldn't verify me. WTH! She said I would have to call my resale agent and get the member # from them. I emailed the resale agent - she said Disney doesn't send her the information and I would need to have the contract #, etc for member services. Really?!?!

I am not having a "magical" day right now, my excitement about finally becoming a DVC member has been shot to you-know-what and I certainly don't feel like I am "welcomed home".

I just wanted to share how useless member services was when I called them - Thank you for letting me vent

 

[erionm]

You should contact Member Administration instead. They are the ones that setup the accounts. They can be reach at the same number as Member Services, but a different option off the phone menu.

 

[Chuck S]

Member Services loads resale member info in different steps. First they create the account in the system(which apparently has been done, as MS could see you) and then another person verifies the points in the contract and adds that info a day or two later. It can take up to two weeks after closing to be fully entered into the system. A shame your broker didn't explain that to you, as the system has worked this way for quite some time. If this little glitch makes you unhappy with DVC, there is much with DVC with which you will be dissatisfied in the future. DVC and Disney are two separate operating companies. DVC negotiates for everything with Disney...whether it be discounts or other perks. Remember that the overall TOTAL points needed for reservations at a resort can not change, but points required can (and have) be rearranged in most any other way. Perks and discounts come and go. DVC at its heart is a timeshare, a nice timeshare, but still a timeshare with a great location.

 

[DannysMom]

I think you frustration comes from the fact that you needed to first speak with Member Administration, as PP noted. There are several people / departments that need to "handle" your account before you are fully set up, your accounts may only be partially completed. You are almost there. At any rate, you want to speak with Member Administration first.

Sent from my iPad using DISBoards App, please excuse any typos.

 

[magicaldisney]

It sounds like you just didn't know and understand how the process works. This is very typical and it does take time to be in the system when you go the resale route. You probably have less than another week to wait. There is loads of information here on the DIS for DVC members. Doing research first might help lessen the frustration and heartache.

 

[mousefan1972]

And calling the MS rep "useless" when in fact you weren't talking to the right department probably isn't the best way to introduce yourself to the DVC boards.

 

[DannysMom]

And calling the MS rep "useless" when in fact you weren't talking to the right department probably isn't the best way to introduce yourself to the DVC boards.

Probably not. But we all tried to help / set her straight anyway. Always try to be friendly & helpful.

Sent from my iPad using DISBoards App, please excuse any typos.

 

[mousefan1972]

Probably not. But we all tried to help / set her straight anyway. Always try to be friendly & helpful.

Sent from my iPad using DISBoards App, please excuse any typos.

Of course. As someone who can get frustrated/fly off the handle with the best of them, I do try to get all my facts straight before publicly venting. Hopefully OP can get herself set up in the system with a call to Member Administration tomorrow.

 

[DebbieB]

Grrrrrrr - I purchased my 1st DVC contract back in Aug (a resale) and closed around Oct 10. I was SOOOO excited to see my name on the Orange County Deed listings So, I called DVC member services today, thinking they could give me my member # and I could start to check availability online, before I get the info in the mail. I even got a DVC Cash pricing e-mail today for the Fantasy and select cruises thru end of 2012! Therefore, I figure I get the e-mail, they can help. Not the case! I called, gave her my name, she pulled it up but said there was not enough information in the system for her to verify me ?!?! I told her I could give her specifics on the contract, address, etc. However, she couldn't tell me what it was that she needed - just that she couldn't verify me. WTH! She said I would have to call my resale agent and get the member # from them. I emailed the resale agent - she said Disney doesn't send her the information and I would need to have the contract #, etc for member services. Really?!?!

I am not having a "magical" day right now, my excitement about finally becoming a DVC member has been shot to you-know-what and I certainly don't feel like I am "welcomed home".

I just wanted to share how useless member services was when I called them - Thank you for letting me vent

The rule.

 

[BirdsOfPreyDave]

OP, first, congratulations on your purchase and welcome home. I'm sorry your first experience was so frustrating. Even though you weren't talking to the correct department, the cast member you talked to should have been able to direct you to someone who could have given you better information.

As others have said, the set up of your account probably isn't complete yet. Hang in there.

The lesson to take away from this is that not all cast members are created equal. If you're dealing with one that doesn't seem to know what's going on, call back and try again.

 

[txsoccermom]

Yes, I will agree that I jumped the gun with calling them "useless". However, as a PP stated, if they could have redirected me to someone who could have helped, or explained the process to me ( various steps), as did another poster, then I wouldn't have been so frustrated. I love Disney, and I am just way eager to check availability for our 1st trip

Thank you for teaching me the ropes about the entire process!

 

[spencerbomar]

Since you bought a resale, you don't know about Member accounting either. Between MS, Member Admin, Member Accounting is its own entity as well. All can be reached via the 800 #. Just listen to the prompts. Would not imagine that member Accounting would have anything to do with the resale, but they most definitely have to do with your annual dues.

 

[crisi]

I suspect ms has a lot of turnover. Sometimes you get someone very knowledgable about a lot of things. And sometimes the cm you get is still trying to remember which resorts have dedicated two bedrooms.

Getting a new member referred to member accounting isn't going to happen all the time. It isn't going to be the first thing you are trained on, and part of me suspects that they don't train them to do more than say "call back in a few days". The process has got to run the course and calls to bypass the process slow down the process for everyone. And there isn't a speeded process, nor is it DVCs best interests to have one, to speed through resales,

 

[disneydreaming92701]

Since you bought a resale, you don't know about Member accounting either. Between MS, Member Admin, Member Accounting is its own entity as well. All can be reached via the 800 #. Just listen to the prompts. Would not imagine that member Accounting would have anything to do with the resale, but they most definitely have to do with your annual dues.

I found my last call ti member accounting 'cool' not rude but certainly not friendly and she cut me off before I could ask more questions. I needed to send checking info for.payment withdraws so at least be pleasant when I am trying to give you money..... no welcome home no have a great day only. Make sure you call tomorrow incase the fax gets misplaced ....

 

[disneynutz]

You can try to give MS your SSN for verification. We have never called Administration and in the past could never get them to answer the phone.

As a owner you will be dealing with Disney more often and one major issue for us is that you will now see behind the curtain. Disney isn't as magical as one would expect and you will soon know more than some of the MS CM's.

A popular theme here is to just hang up on the CM that doesn't seem to know what's going on and call back. Eventually you will get someone who knows what's going on.

Another suggestion is that you keep records on your account and points usage, verify that your reservations were correctly input and call back to verify correct requests. We have had incorrect reservations, wrong points used, points that have disappeared from our account, and requests that were never recorded even though MS said that they were.

Bill

 

[mdinme]

I don't agree soccermom. Calling them useless isn't going to kill anyone. Vent away!

 

[vicki_c]

As a owner you will be dealing with Disney more often and one major issue for us is that you will now see behind the curtain. Disney isn't as magical as one would expect and you will soon know more than some of the MS CM's.

I find MS infinitely more knowledgeable than the regular Disney reservation line CMs are. Less CM roulette with MS, definitely.

 

[ercrbc]

The 14 days after close to show up in the system is a bit hazy. I had a similar situation with our resale last month. It took close to 3 weeks before it was in the system, I did call and talk to MS, MA and my broker as well. It can be slow at the end and frustrating if you talk to someone who doesn't understand the process!

Thankfully the Disboards are here to offer excellent advice and accurate information. I hope your contract shows up soon and you are able to get your first reservation set up!

 

[Brian Noble]

Calling them useless isn't going to kill anyone.

True, but the extra exclamation points might do some damage.

 

[disneynutz]

The 14 days after close to show up in the system is a bit hazy. I had a similar situation with our resale last month. It took close to 3 weeks before it was in the system, I did call and talk to MS, MA and my broker as well. It can be slow at the end and frustrating if you talk to someone who doesn't understand the process!

Thankfully the Disboards are here to offer excellent advice and accurate information. I hope your contract shows up soon and you are able to get your first reservation set up!

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.

Bill