New contract glitch ?

[Syndrome]

Just looking for a little help for an add on contract.
It might be a bit confusing for me to explain , but here goes !

We just added a resale contract to our membership and were very careful to choose the same UY, and word the deeds the same so they would be combined within the same master contract.
Well ........I am having a strange problem .

Just closed on the new contract recently. I can see the "new" contract listed with our other (older) contract . The contracts are listed as numbers XXXX.0 and XXXX.1 in our membership . I can see all the points for the new contract, and can see the details and listing of the new contract , BUT I can NOT use the new contract points for a reservation within the NEW contract home window . I tried 7 months out, and it will let me reserve anything that has availability with all the new points, but I can NOT use the new points for a reservation between the 7-11 month window for THAT home resort we just added.
Points and new contract were added on Monday .......so could it be that its just too new in the system still and all the details are not loaded yet ?

Member Services were of no help and said it should work fine (but it wont) . They think I must be doing something wrong. I know what all the reservation screens look like and have used them all before. This is different, it just wont let me use my home resort points at my home resort before 7 months !

BTW, its not an availability issue , there is availability confirmed by Member Services and the Availability tool ..........I just cant book it ! It says its outside of my home window !

Anyone else run into this ?

 

[KAT4DISNEY]

Could MS book it when you called?

 

[disneynutz]

Call back and ask to speak to a team line advisor.

Bill

 

[Syndrome]

Just checked again ........still NG .
Its weird, I CAN book at my home resort on 7/16 (exactly 7 months out) and before that and see that there is plenty of availability (as confirmed by member services) , but I can NOT book at my HOME resort at all after 7/16 (before 7 months out) . Yet its shows my new home contract, and my available points that came with the new contract .

Could MS book it when you called?

Yes, they could book it. I would really like to get the problem fixed though, so I am prepared when I need to book at the 11 month mark in the future (AKV Club level) .
I am only trying to book a run of the mill savanna view room , but shouldnt have to wait until the 7 month mark to do it if I own at AKV ......thats really my main concern.

Call back and ask to speak to a team line advisor.

Bill

Thanks Bill , I will give that a try tomorrow.

 

[supersnoop]

What type of error message are you getting? Do you get to the screen where you select a contract, or will it not allow you to search past the 7-month date for that resort? You mentioned AKV; have you tried searching both Kidani and Jambo? Some people have had trouble booking one, claiming Member Services told them the two are different resorts. We know that's not true, but there might be a bug in the system, so it's worth an attempt.

 

[Syndrome]

What type of error message are you getting? Do you get to the screen where you select a contract, or will it not allow you to search past the 7-month date for that resort? You mentioned AKV; have you tried searching both Kidani and Jambo? Some people have had trouble booking one, claiming Member Services told them the two are different resorts. We know that's not true, but there might be a bug in the system, so it's worth an attempt.

I dont see any screen about selecting a contract ? Both my contracts are the same UY , and are under the same master , so I dont know if I am doing something wrong, but I can NOT find any page that is telling me to pick a certain contract to use ?
I have tried both Jambo and Kidani .......same results .......this -



When I try any other resort (that is not my home resort) I get an INSTANT warning that I cant book outside of my home window right on the same booking page. When I try AKV, it trys for a little bit, then comes back with a different warning screen like above.

I dont get it. I can see the new contract and see the new points, but cant use them until a date thats 7 months or less at my new home resort.

Also, I can get to the booking page of my original home resort 11 months out with no problem ..........its just the new added contract thats giving me trouble.

 

[KAT4DISNEY]

There's no drop down to select since they are all the same year. The system should recognize that you have points at the AKV resort and just allow you to book up to the amount you own there. Nothing more to do than own the points and then select the home resort as the option to book.

One thing - you aren't trying to book across your UY, are you? If so that will cause an error. Only MS can book that reservation. If it is not booking across a UY then I'd call MS again and speak to someone else. More than likely they will have to confer with a manager and issue a ticket for IT to fix the issue.

 

[lovin'fl]

That happened to one of my add ons...BWV I bought direct. It eventually worked but took a while...wanna say an extra week or 2. I think another department has to input something and they sometimes don't do it promptly...or maybe it's an IT glitch that has a lag...but it eventually worked. If you need to book something now, just call.

 

[Syndrome]

Well finally got it all sorted out today.
4 phone calls and 3 chat sessions to try and figure out what was wrong. On #4 phone call, finally got a CM that wasn't insisting I was doing something wrong, my wifi connection was the issue , or there just wasn't availability. Was on hold for a long bit (while I assume a cm was trying to replicate what was happening in my account), then they came back on, admitted there was some sort of problem with the system, and said it would be fixed shortly. Apologized and Thanked me for bringing it to there attention.

I just wish that some of the other CM's would have listened to what I was trying to tell them instead of jumping to conclusions that I was doing something wrong . I must have spent approx 2 hours on the phone and chat trying to get this sorted out. Every time, I politely told them all the while that I know what the all the booking screens are supposed to look like .......even when there is no availability . I was getting a completely different booking error , and that threw them I guess . All they wanted to do was just help me book the reservation without attempting to fix the problem.

Anyway .............at least its all fixed now. I just basically wanted it fixed for when I DO need to book at 11 months (AKV club, and value rooms) , and did not want to have problems at the worst possible time, when the booking window opens up !

Booked my run of the mill savanna view 2 bdrm, before the 7 month window with no problems !

Thanks all for the help !