Phone call with MS-didnt go well at all:(

[Cruelladeville]

A lot of their desk personnel are college kids in hotel-motel management, and they are there because this is their practicum--it's like a teacher doing student teaching before they can graduate to be a teacher. I don't know about the other areas, but I do know about the desk personnel. A couple of my daughter's friends went into hotel-motel management, one now works for Marriott.

 

[ree123]

Thank you all for your kind words and support....I feel better knowing that by me calling and letting DVC know how I was mistreated , that I did the right thing. Also, I may have prevented one of you from wanting to claw out your own eyeballs if you won the phone lottery and got that snarky CM that I had . Now the hard part..... I have to wait 58 days til our BLT trip!

 

[bumbershoot]

But they HAVE to hang up on you for you to be able to do the survey.

From what I remember from my CS days, there are two ways to end a call. One is pressing a button to take yourself away from the call and be ready to take the next call. The other is to literally hang up.

I think that to get the survey, the rep ends their part in the call. But other reps, when they don't want a bad survey, are fully hanging up so your connection is also lost.



The pollyana in me is coming out...it's possible this rep THOUGHT that what she said was true, and it's more that she doesn't know how to do these things. So maybe the followup will get her extra training, and she'll be better going forward.

 

[supernova]

Just called MS to add ME and room request and WOW , it was painful. I normally dont complain about "things" and im pretty laid back and patient. i almost lost it just now.... I honestly think she couldnt hear well, or had her earpiece in wrong and she kept saying "incorrect email". Ive had the same email for 6 years- after the 4th time reading it to her with a 6 second pause inbetween letters she got it. I thought about what i wanted to say without telling her how shes BY FAR the worst call Ive ever made to Disney in 13 years...but, i didnt.

First of all, I'm a bit surprised by the stuff about the email address. They have never asked me for mine, and it's not something that needs to match. They simply ask me if I have any updates to the email. So that doesn't make sense.

As for the rest of your rant, that, I'm sorry to say, is all on you. After two issues with a rep, if they are clueless or less than helpful, I simply hang up and call back. If you were willing to go through all of that nonsense and allow yourself to get worked up, then don't blame member services.

 

[ree123]

First of all, I'm a bit surprised by the stuff about the email address. They have never asked me for mine, and it's not something that needs to match. They simply ask me if I have any updates to the email. So that doesn't make sense.

As for the rest of your rant, that, I'm sorry to say, is all on you. After two issues with a rep, if they are clueless or less than helpful, I simply hang up and call back. If you were willing to go through all of that nonsense and allow yourself to get worked up, then don't blame member services.

I disagree with you that this is on me. The CM was rude and had no clue what she was doing. I shouldny HAVE to call back to get someone who knows how to do their job-pleasantly, polite and with correct info. And this wasnt the first time that I was asked my email address. I never got "worked up" while on the phone-I stayed calm and tried to work with her. At the end of the call, yes I stared to feel my face and neck getting red but I kept my cool. But, we are all different here and if you think its ok and acceptable to allow a DVC CM to talk to you like crap, or anyone for that matter, go ahead. I also had none of my requests noted and my ME info was incorrectly entered when I called to check on my reservation and talk to a supervisor-thats also unacceptable to me and most people who talk to CMs at DVC for help with an upcoming vacation. To each their own....

 

[Scott]

I disagree with you that this is on me. The CM was rude and had no clue what she was doing. I shouldny HAVE to call back to get someone who knows how to do their job-pleasantly, polite and with correct info. And this wasnt the first time that I was asked my email address. I never got "worked up" while on the phone-I stayed calm and tried to work with her. At the end of the call, yes I stared to feel my face and neck getting red but I kept my cool. But, we are all different here and if you think its ok and acceptable to allow a DVC CM to talk to you like crap, or anyone for that matter, go ahead. I also had none of my requests noted and my ME info was incorrectly entered when I called to check on my reservation and talk to a supervisor-thats also unacceptable to me and most people who talk to CMs at DVC for help with an upcoming vacation. To each their own....

Thanks you, Ree, for taking the time to follow up with a supervisor to share your experience with this rude CM and to file a complaint. I think it is every member's responsibility to stay vocal and vigilant in regards to CM behavior, room conditions, maintenance, and your overall resort experience. With that said, I think we should also take the time to lodge a formal "compliment" when a CM exceeds our expectations. Thanks again,
Scott

 

[supernova]

I disagree with you that this is on me. The CM was rude and had no clue what she was doing. I shouldny HAVE to call back to get someone who knows how to do their job-pleasantly, polite and with correct info. And this wasnt the first time that I was asked my email address. I never got "worked up" while on the phone-I stayed calm and tried to work with her. At the end of the call, yes I stared to feel my face and neck getting red but I kept my cool. But, we are all different here and if you think its ok and acceptable to allow a DVC CM to talk to you like crap, or anyone for that matter, go ahead. I also had none of my requests noted and my ME info was incorrectly entered when I called to check on my reservation and talk to a supervisor-thats also unacceptable to me and most people who talk to CMs at DVC for help with an upcoming vacation. To each their own....

I NEVER allow people to talk to me like crap when it comes to phone operators. I just hang up and try again. I have zero patience when it comes to incompetence.

 

[awilliams4]

I tend to side with MS on many of the DIS complaints that I read that complain about MS. This case is an exception for me, I would have been getting the name of that person and going out of my way to ensure there was some negative feedback given to someone that was going to at least confront this person.

 

[BEASLYBOO]

Thankfully I've never had issues with MS, sure some Reps. are more talkative than others, but personally I prefer direct and to the point. I think in this situation, I would have hung up and tried again, knowing that in the end if it weren't going well I would have had to call back anyway to verify that my res. was correct.

Lately MS always verifies my e-mail address!