Please tell me MS can fix this - Argh! [Update Post#9]

[rlduvall]

I will try to keep this short and sweet. My DH always tells me to "cut to the chase."

A couple of days ago I spoke with MS about a reservation at AKV in late May of 2009. I had a very knowledgeable individual. In order to have enough points by banking 2008, using 2009 and borrowing from 2010, I would need to cancel one night of my prime 8 night December reservation. She reviewed the December reservation points, saw they were points from a transferred March of 2008 UY and told me there would be no problem. I decided to think about it a couple of days.

Today, at 5:10 p.m. EST I contacted MS to do just that. "Robert" seemed knowledgeable enough, but was really taking his time. We carefully unlinked the last night from my December reservation to use towards my May reservation. He then says that 7 of the 19 points made available were from banked 2007 points [which would have legitimately been part of that reservation]. What!?! I said why would that happen? He said the system always takes transferred points first. I kept saying, but now 7 of the points released are unuseable for the May 2009 reservation and I kept asking why would the system release the points which would be hardest to use. [remember, the remainder of the December reservation points are from a transferred March of 2008 UY] He said to hold on and he would conference in a Supervisor to see if they could fix it. I hear a beep . . . and the guy, accidentally , threw me out to the Telephone Survey. I immediately hung up, but it was now 5:31 and THEY WERE ALREADY CLOSED!!!

Now, I have lost one of my great weekend nights at AKV . . . and I am sure someone is really happy their waitlist came through and we never got around to reserving my May AKV trip. I feel totally shafted.

Does anyone think MS can fix this? Type A, control freak people like me cannot handle this.

 

[Dean]

I will try to keep this short and sweet. My DH always tells me to "cut to the chase."

A couple of days ago I spoke with MS about a reservation at AKV in late May of 2009. I had a very knowledgeable individual. In order to have enough points by banking 2008, using 2009 and borrowing from 2010, I would need to cancel one night of my prime 8 night December reservation. She reviewed the December reservation points, saw they were points from a transferred March of 2008 UY and told me there would be no problem. I decided to think about it a couple of days.

Today, at 5:10 p.m. EST I contacted MS to do just that. "Robert" seemed knowledgeable enough, but was really taking his time. We carefully unlinked the last night from my December reservation to use towards my May reservation. He then says that 7 of the 19 points made available were from banked 2007 points [which would have legitimately been part of that reservation]. What!?! I said why would that happen? He said the system always takes transferred points first. I kept saying, but now 7 of the points released are unuseable for the May 2009 reservation and I kept asking why would the system release the points which would be hardest to use. [remember, the remainder of the December reservation points are from a transferred March of 2008 UY] He said to hold on and he would conference in a Supervisor to see if they could fix it. I hear a beep . . . and the guy, accidentally , threw me out to the Telephone Survey. I immediately hung up, but it was now 5:31 and THEY WERE ALREADY CLOSED!!!

Now, I have lost one of my great weekend nights at AKV . . . and I am sure someone is really happy their waitlist came through and we never got around to reserving my May AKV trip. I feel totally shafted.

Does anyone think MS can fix this? Type A, control freak people like me cannot handle this.

Maybe. Technically each night is tied to specific points so if they cancelled that night, it would release the points it was tied to. They can likely swap the points around so that the points ultimately released are bankable but there is no guarantee. And there is a small chance they could lose the entire reservation in doing so, it has happened a few times before.

 

[rlduvall]

Maybe. Technically each night is tied to specific points so if they cancelled that night, it would release the points it was tied to. They can likely swap the points around so that the points ultimately released are bankable but there is no guarantee. And there is a small chance they could lose the entire reservation in doing so, it has happened a few times before.

Dean, would it help if I asked them to review the Monday recording from MS where the Agent said if I cancelled the 12th, those points would be able to be banked and go towards the May 2009 reservation?

Thanks for your help.

 

[Dean]

Dean, would it help if I asked them to review the Monday recording from MS where the Agent said if I cancelled the 12th, those points would be able to be banked and go towards the May 2009 reservation?

Thanks for your help.

Possibly but first call back and see what can be done without going to such lengths.

 

[rlduvall]

 

[dianeschlicht]

SO have you called back yet this morning? If so, how did it go?

 

[Steamboat Girlie]

 

[bgraham34]

From there last post I think it went well.

 

[rlduvall]

Actually, my was to thank Dean for his help last night.

This morning I was on the phone for over an hour with MS and it's still not totally resolved. It's complicated because for 2007 and 2008 I had AKV points transferred in - on top of my existing AKV contract. And without going into too much boring detail, MS cancelled the December of 2007 reservation at AKV [the day of check-in] even though it was used. That placed 45 points in a holding account. I called them numerous times to tell them that was in error - the reservation was used. Four months later is when they discovered their error . . . and that's where the problem lies. It appears they took the transferred March of 2008 points to clear it . . . instead of using the March of 2007 points as originally set up [even though I already had my December of 2008 reservation set up with March of 2008 points ]

I stayed very polite through-out the fiasco, but did stay firm. The supervisor says she will have to contact IT to correct the error - which she had admitted is their error. She then placed the May 2009 AKV reservation on hold for me until she gets it fixed. She said it may take a few days, but she again reiterated it will be resolved in my favor.

Whew . . . lesson learned for me: 1) Transferred points are not always a good thing; and 2) You must be decisive when booking DVC trips; which is one my weaknesses.

Thanks for all the support.

 

[dianeschlicht]

Sounds like it is indeed going to be corrected. I have had no issues when they have had to go back and "fix" things manually in the past. THe problem is that it just takes a bit of time and patience.