New DVC member very unhappy with service!

[Simba's Mom]

I hope our initial phone calls were unusual circumstances. First, it took us 3 days to reach member services to make ressies for our trip in June. 3 days of numerous phone calls were met with busy signals. Then when I finally did get through on the afternoon of the third day, I was on hold for almost 15 minutes. When I tried to make ressies, one day right in the middle of our trip was full, so we had to be wait-listed. Now I know once you're a member you can book 11 months in advance, but I hoped they'd have extra rooms so that those of us who just joined, and thus couldn't make ressies any earlier wouldn't experience "Sorry, no openings" on our first trip. Also, the CM at member services just ignored my questions. I couldn't believe that. Fortunately today I reached quality assurance (after 2 days of calling them) and the person I spoke with there was pretty nice, and very willing to answer questions. I think MS overcharged me for points for what we did get, but since it took 3 days to get ahold of them the first time, I'm hesitant to try calling again.

 

[PamOKW]

You have been calling at what are possibly the worst days MS has ever experienced. Dues payments must be done, people are booking for Christmas 2003, VWL is about to sell-out and they are pushing add-ons, word has leaked about BCV sales starting and the new DVC resort, AND they threw in the Member Cruise bookings just in case things were slow. I don't know what they were thinking. Think of this as MK on New Year's Eve....it won't always be that hard.

For the future, when it's busy you might want to think about using e-mail. I can understand not wanting to do that your first trip, but it does work and saves holding time, especially if you are calling from work.

If you want, I could double-check with you your points....either on the board or by PM (if that's working).

Hopefully, things will run more smoothly. I know how frustrating it gets trying to reach MS at these crazy times...I've said a few curse words myself in the past. But, it always eases up again and most times you get through right away or in less than a minute.

 

[DaveH]

Simba's Mom I am sorry you had such a bad experience. Right now is the 11 month period for Christmas week. That is a very busy time for WDW and DVC. I booked me second vacation last week and it was hard to get through MS.

As for the CM not answering your questions I have not had that experience. That should not happen, but they are human and the phone will not stop ringing for them for at least another week.

We took our first trip home the last week of Nov last year. My step-daughter was suppose to go with us, so we had 2 studios to keep her quiet. She is 20 and hates me, mom new DH. Anyway we asked for a 1 bedroom at VWL our home resort and could get all but the first and last day. So we went to OKW and it was wonderful. Moving during the trip was a hassle but since just us 2 adults not much of a problem. The waitlist often comes through for you but not always. You might consider another resort for your first trip. We were greatly surprised with OKW and will go there again.

I hope you can get everything worked out to your satisfaction. Good luck and have a great trip.

 

[patsal]

We had a very hard time getting through this week also. I think that is unusual though. Between the holiday on Monday and this being 11 months out until the Christmas holiday things were probably hectic there.
Maybe you could try to call back next week if you need point clarification. You could also check your points charts to double check your own math and hone your inquiry.
The first time I called member services I was frustrated and felt a bit embarassed because they made me feel like an idiot for asking questions. The next day I called back, and a different CM answered my questions. After thanking her profusely, I told her about my prior experience with MS and she said she was sorry for any inconvienience that occured. Just like most people, some CM's are helpful, while others frazzle more easily.

 

[DebbieB]

Sorry you had problems. I think what you experienced is not the usual. I usually get through pretty easy, but 2 weeks ago I started calling day by day for a 1 bedroom standard at BWV for December. I started on a Tuesday, I had to keep hitting redial and got through after about 15 minutes or so (I didn't hit it constantly, I would try 2 or 3 times and then wait a few minutes, I was at work). Wednesday & Thursday were the same. I got through pretty easy on Friday, I think on the first try. Then the following Monday (Jan 14) I called for the final 2 nights and it took about 40 minutes to get through. All these calls were between 9:00 and 10:00, the hardest time to get through. The longest I was on hold was maybe 5 minutes or so. You will usually have better luck in the afternoon. Most CM's a very nice, every once in a while you'll get a not so good one. My previous experiences were not as difficult, I reserved my May trip for OKW in October on one phone call with no wait.

Did you talk to your guide? Sometimes they can work some "magic" for new members getting reservations.

Welcome Home!

 

[Dean]

I'm also sorry your first impression was negative but would think it absolutely unfair to hold back points rooms for new members. If DVC wants to give up their rooms in that situation, that's ok with me.

 

[Simba's Mom]

Thanks, guys. You've made me feel so much better! And this afternoon, my guide (who hasn't returned my calls for the last 2 days-busy too, I guess) finally called, and he was so helpful answering my questions and giving me suggestions. That and also, DH, who often accuses me of having rose-colored glasses on where Disney is concerned, when I told him all my experiences today, just shrugged his shoulders and said "Guess it's a busy time". He didn't get upset, and he knows customer service. But PamOKW, I will take you up on your offer. Tried to PM you, but it didn't work, so here's the deal: Mon-Studio; Tues-1 BR; Wed,Thurs, and Friday, studio. This is the 3rd week of June. How many points should it be? And don't tell anyone but I'm a math teacher so this should be easy! Thanks.

 

[Regina]

Hi Simba's Mom, Pam is going to need the resort that you're staying at as it makes a difference.

I'm also one of those battling busy signals. Monday is going to be big fun, that will include booking Christmas day.

(For those of us who survived the call ins for the Millennium booking, this week, with all of the calling problems, has still been a piece of cake in comparison. )

 

[ncligs]

Simbas Mom,

I don't know what resort you are staying at, but using VWL points , I figured you would use 104 total pts for the dates you gave PamOKW. Mon- 14
Tues-30 (1BR)
Wed-14
Thur-14
Fri-32
-----------
104 pts

I am sure PamOKW will check my figures.

 

[mickey7861]

I figure 104 points if you're staying at VWL or BWV preferred

 

[mickey7861]

oops guess we posted at the same time.

 

[JudithM]

Simba's Mom, sorry you had such a frustrating time getting through to Member Services. Others have given you some valid reasons for your delay in getting through. Do you have the name of the Cast Member you spoke to who ignored your questions? If you do, feel free to email me with details - name, date, time, wuestions, etc., & I will email a CM manager in Member Services.

Not that it helps, but you are not alone in your frustrations right now. We visited tonight with a DVC member friend who is frustrated right now with MS. i hope my DVC contact can hepl him.

 

[PKS44]

Now I know once you're a member you can book 11 months in advance, but I hoped they'd have extra rooms so that those of us who just joined, and thus couldn't make ressies any earlier wouldn't experience "Sorry, no openings" on our first trip.

Others have explained that when calling MS- look at what is 11 months in the future and you can pretty much tell that any time Premier season is 11 months ahead, they will be busy...

But to the point I quoted above- I don't think that your disappointment is based on any reasonable expectation of service...How can they keep "extra" rooms for the new members? New members are joining all the time, scheduling their first trips for all sorts of times, so they would have to hold "extra" rooms all the time that might not get filled, leaving them with less money and maybe even pass those losses along towards us in the form of higher dues...New members have the same rights to rooms as everybody else, 11 months at your home resort, 7 months otherwise...that is not only not bad service, it is the only fair way of doing things...

 

[msdis]

We have been pretty lucky getting what we want, but we have also been VERY flexible. If we absolutely want a particular resort and our dates are booked up then we have to change our dates or change our resort. Unless you know exactly what you want and when you want it and call at 11 months, it is difficult at certain times of the year. This year we absolutely wanted the 1st 2 weeks of Dec., a difficult time, and we wanted VWL and sv BWV, 2 difficult resorts at that time. I called every day at the 11 month mark and was still VERY lucky to get it. Other times we have been VERY lucky to get what we wanted at less than 7 months, even 1-2 months out. I think that people's plans change and people change their minds even more so. Which is what is SOOOOO great about DVC. The flexibility makes planning so much fun. For that reason I think the wait list is a valuable tool and you should try it. Also, MS was VERY slow following Sept. 11th as people were NOT making vacations plans period. So MS being VERY busy is a good sign. It means people are getting back to vacations and having fun, but this also adds to the fact that MORE reservations are being made, leaving availability less at certain times. Please don't let this one experience ruin your happiness for buying DVC, it really is a wonderful program.

 

[PamOKW]

Sorry I wasn't on this morning -- Ncligs #s look right for a WLV or BWV preferred stay. Glad to hear your guide called and made you feel a little better.

 

[Simba's Mom]

Thanks, msdis, I hadn't thought of that-that busy signals mean maybe better times. That means my stock might go up. Now I'm happy again! And last night, DS #1 looked at HH pictures and wants to go to HH with us next year- Wow, he hasn't wanted to take a vacation with the family in about 8 years! What a difference a day makes. And everyone who helped with the points, now this math teacher really feels stupid-104 is exactly the number of points MS quoted me. Can I plead insanity yesterday? After all, it was Friday.

 

[ncligs]

Simba's Mom,

Don't feel bad, it takes a little while to get used to the figuring out the pts, I am sure by this time next month you will be a "Pro" at this.