News Flash Ms Call Changes!!!

[DBBN]

I'm pleased with this policy change but only from the view point that someone can't accidently change any of my reservations. I doubt there was a significant number of non member renters, family or friends who were calling and clogging up the phone lines adding ME, etc., causing us to wait unreasonably long before MS answered our call. When we became owners in 1995 I recall seriously long waits (20 to 30 minutes were common) on hold before MS picked up my call. Were renters causing the problem then? I would say no.

I'd like to suggest a few things MS could change that would save me time and likely reduce my dues by reducing the amount of time it takes them to provide the service I need:

Caller ID - I hope posters who guessed caller ID is now being used are correct. When calling MS I sense I spend as much time stating my membership number and SSN (last 4 digits) and MS confirming my address, and my phone number(s) than I do discussing my preferred dates, resort, villa size, etc.

Cancellation Policy - Why does MS restate the cancellation policy whenever I make a reservation? I know what the cancellation policy is and MS should ALWAYS honor my request to not restate it after I make a reservation.

Confirmation Number - Why does MS always offer me the confirmation number? Why would I need it? I've never taken it and doubt I ever will. I can wait until the confirmation letter arrives in the mail. Why not provide it only if the owner asks for it? I do confirm my point balance after every reservation or cancellation and if our balances match I know all is good.

Multiple Confirmation Letters on One Day - Why does MS send me 2 or 3 confirmation letters all in different envelopes on the same day? Can't they send more than one per envelope? They are all being delivered to the same address after all.

I've seen no evidence suggesting our dues are "significantly" higher from non owners calling MS and I would be surprised to see any reduction in dues from this policy change. From a financial perspective I believe this is insignificant.

 

[hoopsrob]

Another potential motive for Disney --- if it is harder for Members to rent their points then it's possible that more people will miss the banking deadlines when they find they can't use their points or rent them...thus wasting points.

Disney gets the breakage which adds to their revenue.

 

[rinkwide]

...why call MS for ADRs?

Let's see. Which colloquial phrase am I looking for? -

"Is the Pope...?" (Hold it, better stay away from religion.)
"Does a bear...?" (Wait, the ones in the Jamboree don't.)
"Is a frog's...?" (You know, I don't think Kermit's is.)

Oh yeah, now I remember:

"Why does a dog lick his...?" (Oops, might be appropriate but certainly not tasteful.)

Anyway, the answer is: because I can.

 

[jgerhard]

By not allowing point renters to check on their reservations and make their Magical Express and Dinner Plan reservations, member services has put a gigantic burden on members who rent their points. Before, once the reservation was established, the point renter could check with member services that the reservation was established, and the money could be sent to the owner. The process could take as little as one day. Now, the member has to wait for the mail confirmation from member services and send it to the renter before the money will be sent. This process can take up to a couple of weeks. The system went from more streamlined to less streamlined. For someone who has to rent in a hurry this could result in lost $$. I fail to see how this policy is of benefit to members who for whatever reason, need to rent their points.

 

[DisneyHumbug]

Just out of curiosity, can anyone guess what percentage of members rent out points?

 

[BroadwayGirl]

By not allowing point renters to check on their reservations and make their Magical Express and Dinner Plan reservations, member services has put a gigantic burden on members who rent their points.

Which, IMO, is a good thing.

 

[JimMIA]

By not allowing point renters to check on their reservations and make their Magical Express and Dinner Plan reservations, member services has put a gigantic burden on members who rent their points. Before, once the reservation was established, the point renter could check with member services that the reservation was established, and the money could be sent to the owner. The process could take as little as one day. Now, the member has to wait for the mail confirmation from member services and send it to the renter before the money will be sent. This process can take up to a couple of weeks. The system went from more streamlined to less streamlined. For someone who has to rent in a hurry this could result in lost $$. I fail to see how this policy is of benefit to members who for whatever reason, need to rent their points.

I wouldn't characterize the burden as "gigantic," but there is no question that it's been shifted to the owner who rents. But isn't that where the burden belongs?

If I go into the business of renting, I expect to handle my own overhead. Even if I just do it for fun - as a hobby - I still expect to pay my own way. Why should 100,000 other owners be expected to pay my expenses?

And I'll agree that the change is less streamlined and comfortable for the non-members renting points. But that is easily remedied by a little more and better communication with the people we're renting to.

 

[castleri]

I wouldn't characterize the burden as "gigantic," but there is no question that it's been shifted to the owner who rents. But isn't that where the burden belongs?

If I go into the business of renting, I expect to handle my own overhead. Even if I just do it for fun - as a hobby - I still expect to pay my own way. Why should 100,000 other owners be expected to pay my expenses?

And I'll agree that the change is less streamlined and comfortable for the non-members renting points. But that is easily remedied by a little more and better communication with the people we're renting to.

ITA

It always comes back to that communication thing- Do a good job explaining to your potential renter and you will probably only have to make one call for them- maybe two if they want to use DME and haven't got the flights when they make the reservation.

 

[greenban]

WARNING!

Much like H.G. Wells War of the Worlds The following is pure fiction. While it may not be as good as H. G.'s ficition, it is fiction none-the-less!

Just out of curiosity, can anyone guess what percentage of members rent out points?

17.49284671 % of members rented their points in 2004, the last year statistics are available for.

I would expect a slight increase for 2005 rentals, when Disney finally releases the numbers.

BTW by resort, renting breaks down to: (These numbers are rounded, so the total may be more than 100%)

BCV - 8%
BWV - 11%
VWL - 14%
OKW - 21%
SSR - 47%

Hope this helps!

-Tony

Rinky, can we leave Kermit out of this please?

Also, no actual facts were harmed or even used in the making of this post!

 

[vascubaguy]

By not allowing point renters to check on their reservations and make their Magical Express and Dinner Plan reservations, member services has put a gigantic burden on members who rent their points. Before, once the reservation was established, the point renter could check with member services that the reservation was established, and the money could be sent to the owner. The process could take as little as one day. Now, the member has to wait for the mail confirmation from member services and send it to the renter before the money will be sent. This process can take up to a couple of weeks. The system went from more streamlined to less streamlined. For someone who has to rent in a hurry this could result in lost $$. I fail to see how this policy is of benefit to members who for whatever reason, need to rent their points.

Let me start by saying that I sometimes rent ressies, so these types of things might fall back on me, but you know what, I'm getting $$$ for it. Why should other DVC members, who don't rent points, have to pay MFs to support my renters' toll-free calls to MS?

Renters can still setup Magical Express and ADRs and not go thru DVC, just give your renters the numbers to call.

 

[MdmMim]

By not allowing point renters to check on their reservations and make their Magical Express and Dinner Plan reservations, member services has put a gigantic burden on members who rent their points. Before, once the reservation was established, the point renter could check with member services that the reservation was established, and the money could be sent to the owner. The process could take as little as one day. Now, the member has to wait for the mail confirmation from member services and send it to the renter before the money will be sent. This process can take up to a couple of weeks. The system went from more streamlined to less streamlined. For someone who has to rent in a hurry this could result in lost $$. I fail to see how this policy is of benefit to members who for whatever reason, need to rent their points.

I don't think the intent of this policy is any "benefit to members who for whatever reason, need to rent their points." It's to benefit DVC members in general, so those who don't rent their points aren't subsidizing renter's calls. If the process takes a little longer, so be it. The renter would still be getting a great discount on a room, and the owner would still get the cash.

 

[JimMIA]

Rinky, can we leave Kermit out of this please?

I'm sure rinkwide meant no offense. But you're right, we need to be careful. Some frogs are very sensitive - especially tree frogs - and there is a possibility that a frog reading that might have been offended. It's not easy being green.

 

[DVC Grammy]

Let me start by saying that I sometimes rent ressies, so these types of things might fall back on me, but you know what, I'm getting $$$ for it. Why should other DVC members, who don't rent points, have to pay MFs to support my renters' toll-free calls to MS?

Renters can still setup Magical Express and ADRs and not go thru DVC, just give your renters the numbers to call.

I don't know if we'll ever rent our points (can't get enough of WDW, even with 2 or 3 trips/year) , but if we did, it would never occur to me to be responsible for their ADR's or DME. Aren't their itineraries THEIR business and responsibility ?
Now, when we treat family, it's a different story. It makes it even more enjoyable (to me) to be able to treat them to the whole package (minus the flights and food costs, of course ). But I'm lucky...........I have a family I would have chosen!

 

[RobDoc]

Members make numerous calls too. There are numerous reasons for extra calls:

You don't receive a written confirmation
You link reservations
You add guests
You cancel guests
You add them back
You make requests
You read something on the DIS and decide to change requests
You change resorts at 7 months
You start the call cycle again

Also, ask yourself why call MS for ADRs?? I mean Disney has a whole Dining department that can do that for you?? Duplication of services like that is a real waste of member dues. I imagine that more members call for ADRs than renters ever called for confirmation checks.

Those examples are also the same reasons renters were calling MS. Since it is a member service why should others be allowed that access?

As for the ADRs- that is simply accessed by MS right from their computer. There is not really a "Dining Department" for ADRs- as they are handled by CRO reservationists too. I look at MS providing that service as just that - a service to it's membership. It is nice to be able to complete that task with the same toll free call we use for reservations instead of needing to call the 407 #.

 

[dianeschlicht]

Let me start by saying that I sometimes rent ressies, so these types of things might fall back on me, but you know what, I'm getting $$$ for it. Why should other DVC members, who don't rent points, have to pay MFs to support my renters' toll-free calls to MS?

Renters can still setup Magical Express and ADRs and not go thru DVC, just give your renters the numbers to call.

Yep, what he said!

 

[JimMIA]

17.49284671 % of members rented their points in 2004, the last year statistics are available for.

I would expect a slight increase for 2005 rentals, when Disney finally releases the numbers.

BTW by resort, renting breaks down to: (These numbers are rounded, so the total may be more than 100%)

BCV - 8%
BWV - 11%
VWL - 14%
OKW - 21%
SSR - 47%

Hope this helps!

-Tony

Rinky, can we leave Kermit out of this please?

Tony -- Did you just make these numbers up for a joke, or are they real?

 

[greenban]

Tony -- Did you just make these numbers up for a joke, or are they real?

Jim!

You have made my day!

Bless your heart!

Like 99.99% of what I post, these numbers are fictional!

The other 0.01% of what I post just coincidentally happens to be accurate, with no real intent of that outcome!

-Tony

P.S. I have edited the original post, to clarify my feeble attempt at humour!

-Tony (Oh I alredy signed this post, ignore the second and third -Tony, please!)

-Tony

 

[dianeschlicht]

Not all members make ADRs through MS either. I usually call the dining number for that.

 

[greenban]

[serious]

This is a serious post.

No humor is intended or implied.

Really!

Just off the phone with MS. I have spoken to 5 advisors over the last 3 days. All are unaware of a Caller-ID system, and emphatically stated that every Advisor should be doing the full MS #, last four of SS, etc. at every call.

To their collective knowledge, NO AUTOMATED information system has been implemented, or hinted at. They ALL thought that would be a wonderful addition however.

Could one of our RESPECTED members call and independently verify my claim, please (at your next reservation making call, do NOT just call and tie up MS for this!)

-Tony

End of seriousness!

[/serious]

 

[dianeschlicht]

[serious]

This is a serious post.

No humor is intended or implied.

Really!

Just off the phone with MS. I have spoken to 5 advisors over the last 3 days. All are unaware of a Caller-ID system, and emphatically stated that every Advisor should be doing the full MS #, last four of SS, etc. at every call.

To their collective knowledge, NO AUTOMATED information system has been implemented, or hinted at. They ALL thought that would be a wonderful addition however.

Could one of our RESPECTED members call and independently verify my claim, please (at your next reservation making call, do NOT just call and tie up MS for this!)

-Tony

End of seriousness!

[/serious]

I think what you state is true for reservations, but when I was just adding on the dining plan yesterday, she said she didn't need it because she already knew it, and she only asked for the last four of SS. Probably because all I was doing was adding the dining plan and giving the names of our guests.