My Call to Member Services

[CarolAnnC]

Wow!! I think I would have said "since you are apparently earning your ears, may I have a supervisor.."

 

[Mtnman44]

I can only imagine what a nightmare it is for the resort trying to manage all these requests. This basically guarantees a certain percentage of guests having a meltdown at checkin or demanding an acceptable reason why they didn't get their request. I'm not saying that the OP or any of us would ever do that , but taking requests does add to certain expectations among guests and only increases the number of folks who wind up dissapointed.

 

[mvc1997]

We're you asked to stay on the line for a survey after that call to MS??? Hopefully, it acts as a grade for each individual MS. Then when they come up for review it is considered.

 

[Tiger926]

Yikes!

I think you might have lost her when you mentioned the Discussion boards. I really don't think that was necessary...many hotels allow requests. With some, they are a given, but with many, they are not. Please don't think I'm justifying this response, but I rarely ever mention Discussion boards, as the few times I have, when I was a DVC newbie, it got their backs up.

I've had a few conversations like that over the years with both MS and Disney, and it leaves you with a weird feeling, as it's not a good way to present any information to customers.

I think the whole request thing has gotten out of hand - just read the DISboards and some people have like 5 or 6 requests. Doesn't everyone want the best view? How silly! People don't want a garbage can view, but they are there, and some of us, have received those rooms. It is what it is. Excepting medical reasons, people gotta chill out! We've stayed pretty much everywhere on property, and have we had horrible rooms? Yup? But, there isn't much to be done. We only ask to put in requests for upper floor, as it's easier with our toddler, as he would be off exploring with a patio. LOL! If we can't get it, like what happened at BWV in July, we settled for another room that was a bit inconvenient, but it was our choice to do so, as we know the bottom floor would not be a good idea. The more requests = longer phone calls with MS = lost time and other members waiting. We go for usually around 2 weeks, and we just take what we are given.

Tiger

 

[Maistre Gracey]

I would probably have gone with more of a sandstone colored brick. I think that would fit in better with the tan & green landscape in So Cal.

Have a great trip!

Good one!

MG

 

[dclfun]

I remember the one time I did put in a request after receiving the "trash and traffic" view at OKW when my request was to be in ANY area but Turtle Pond. Where was I assigned? Turtle Pond. They didn't see the do NOT want Turtle Pond...only the name and thought I wanted it. Sigh. Now I don't put in any requests. Everyone wants ( according to their perception) the best view, best room, best location, best building, best floor so I assume they know I want that too. I have only been disappointed twice in all my years of owning DVC and it's been nice to experience different areas and not worry about my "perfect" room. And yes, sometimes I do think MS would get annoyed with those requests. Think of ALL the DVC members checking in on any given day. If all made requests, even if they knew they were not gtd, there would be many disappointed people at check-in.---Kathy

 

[Disneywedding2010]

I'm sorry you had that unpleasant experience. I've only had DVC a little over a year and have never had a problem with MS. They are always very polite, helpful, and knowledable.

 

[walkdmc]

Just curious, when you called and the automated message asked you to press #1 if you'd like to complete a survey after the call, did you press #1?

I have called MS about 5 times and every time I do the survey and every time I get great service. Coincidence...hmmmm. But I also wonder if the MS rep knows you are doing the survey after the call?

 

[DonnaL]

I agree with dclfun........everyone does want the best view, etc., etc., My only request over the past 10 years has been an upper floor, except this past January at BLT when I requested upper floor, preferably above 7th, on the outer side of the crescent......which we did get.......an 8th floor 2 bdrm lockoff with gorgeous views of Bay Lake (it was a lakeview reservation) AND Magic Kingdom.......AND also a HA room, which I did not request. DH and I decided at that point in the future the ONLY requests we will ever make will be upper floor and a non HA room........the view was gorgeous, but, it wasn't worth the inconvenience of having to literally stoop to use the kitchen counters and bath sinks.....and I'm only 4' 11"......so I can imagine what my DH felt like all week at 6' 1". I can certainly empathize with a person who requests a HA room and doesn't get it because we were at a definite disadvantage in this room and I can just imagine the situation being reversed. I did not request a change partially because I felt I partially caused the problem by being so specific in my request.........they gave me what I requested.......and I did not want to be "that person" you know the one.....who goes to the front desk and complains .....when they DID give me what I asked for.

 

[kimberh]

Well, I think it's terrible that this conversation was so shabby! Isn't it our dues that pay MS? The brick comment was uncalled for! Would love for that to have been said to me! In all of my calls I have had one really rude MS rep. She was wanting actual Birth-dates for each of the children on the reservation with an attitude. To this day, she has been the only one ever wanting that. The rest have just wanted the age.
I just told her I needed to get all the information and called right back. When the next MS rep didn't need that information, I knew she was just giving me a hard time. When I had the confirmation number, I asked the MS rep that was helping me, if birth-dates were going to start being required, she said, "No." I think some of them are just rude people to begin with. With all the unemployment now they need to be reported.

As for views, I have had the Dumpster View at VWL on ground floor. My very first stay. Since then, I request high floor and so far have been fortunate. Some are great and some are bad, I have witnessed the meltdowns at front desk also. Some were cash guests. Very demanding. If a property is full, then it's full.

 

[mybabesuz]

I've gotten to the point that I know many of the CMs.
I have a list of the good and the bad.

If I get certain CMs I hang up and call back.
I usually get flustered and hang up before the survey comes on and then I'm mad I forgot about the survey.

I have actually been able to request to speak to a certain CM.
I know we can't but I wish we could post a list of the good and the bad.

One time last year I just asked what the prices were for the different dining plans.
The CM said she didn't have that information and could only give me the total package price.

 

[sarahk0204]

Yikes!

I think the whole request thing has gotten out of hand - just read the DISboards and some people have like 5 or 6 requests. Doesn't everyone want the best view? How silly! People don't want a garbage can view, but they are there, and some of us, have received those rooms. It is what it is. Excepting medical reasons, people gotta chill out! We've stayed pretty much everywhere on property, and have we had horrible rooms? Yup? But, there isn't much to be done. We only ask to put in requests for upper floor, as it's easier with our toddler, as he would be off exploring with a patio. LOL! If we can't get it, like what happened at BWV in July, we settled for another room that was a bit inconvenient, but it was our choice to do so, as we know the bottom floor would not be a good idea. The more requests = longer phone calls with MS = lost time and other members waiting. We go for usually around 2 weeks, and we just take what we are given.

Tiger

I totally agree. We try to keep our requests to a minimum, and sometimes we have no requests.

There's a hotel near Chicago that we've stayed at maybe a dozen times. A couple of times we've been given a corner room, which is extra roomy. We've never requested it, so the few times we have gotten it, it is a nice bonus.

 

[nunzia]

I can only imagine what a nightmare it is for the resort trying to manage all these requests. This basically guarantees a certain percentage of guests having a meltdown at checkin or demanding an acceptable reason why they didn't get their request. I'm not saying that the OP or any of us would ever do that , but taking requests does add to certain expectations among guests and only increases the number of folks who wind up dissapointed.

I agree..almost everyone most likely requests upper floor, Paradise Pier view..I know I did..and got it..and VGC is very well designed in that a large number of rooms point that way..BUT..EVERYONE can't be the special ones and get just what they want. HOWEVER...the MS CM should have certainly not expressed that frustration, even if all of it was said in a joking manner, which it may have been. Requests just need to really be stressed they are not guaranteed..people who cause a scene for a certain view, room, etc., and just shoving somoene else out of what would be THEIR magical room. I do make requests, but really, not all worked up when I don't get them.
I would also call back and see if the request had been noted.

 

[ajf1007]

Hi All - I actually did call back and the request was noted. I will say that this is the first time I've actually put a request in for any particular room, so I wasn't sure what to expect when I called and to be honest, I won't be disappointed with whatever I get, as long as it's what I booked - 2bdrm. I figured, what the heck, it can't hurt to ask!

The CM kinda caught me off guard so I don't think I really knew what to say when they asked me where I heard that the VGC took room requests. In the end, I was alittle irritated, but then not so sure what to make of it period.

Bottom line is that atleast my request is in...I'll let you know what happens in 18 days!! Yep - 18 days!

I can guarentee what ever it is, I won't be having a meltdown in the lobby or being rude to anyone.

 

[I'm_Wishing]

What color of brick would I like? Doesn't really matter as I will be dropping it on your head.

 

[twinklebug]

"Darn boards"? Since when did we drop out of the meddling category?

I'm really surprised by this - usually the MS folk I've had have been so pleasant and just couldn't do enough for me. Some even seemed excited by the prospect of adding a request or suggested it themselves. Maybe she had mother nature calling and just needed to get off the phone fast. Let's hope that's all it was, I'd hate to hear of this happening again.

I must add, I have had at least one encounter with a DVC rep during which I mentioned the DISboards and it was received negatively. Not everyone within the organization considers knowledge on the member's part to be a good thing. Some seem to feel that the less we know the better. I presume it's so that they can be the ones to fill in the info.

 

[Robin"D"]

"""WHAT!!??!!""" no mortor color choice....
Jezzz, their pixie dust expiration date is way over due...
did you take the survey on wonderful you were treated?

sorry, but we do pay for Great service, being part of DVC

 

[lucyem]

I called last week and made a room request. I had the total opposite experience. The MS even made suggestions and was very helpful. I need to start writing down names as well.

FYI I have learned to keep my mouth shut about where I learned about certain things. I find that when you mention the message boards or the internet you can get some people annoyed whether it is MS or when calling the regular Disney line. It makes me wonder how many times they get told "Well I read it on the internet!" Which would get annoying if the person was pushy or nasty about it. Not that is an excuse at all for what happened to you.

 

[bom_noite]

ME - Why yes, I prefer a rust colored brick.

Ok - I was sympathetic until you demanded the Rust Colored Brick - the Sand Brick is so much nicer and that is what I always ask for. That you would ask for Rust Colored Brick just boggles my mind - are you NUTS?

hehehehe - Of course I am just joking!

A thought: I was renting points (out to folks) yesterday and made 6 calls to Member Services! Each and every time I called I got the: "You have been selected to take a brief Member Service Survey blah, blah, blah............"

I always ignore it and don't press one. Maybe in the future I will opt in to the survey each and every time? Usually I let bad service roll off my back - but - every once in a while it gets to me. Opting in to the survey will help all of us weed out (or permanently correct) the Bad MS Apples - and I think they are few and far between (from my experience).