rude CM at member services...with a happy ending!

[allicat]

I took the advice of some posters on this board and called MS to adjust my reservations. Essentially, I was cancelling 2 days of my Aug. trip(booked with 2003 use year), using the cancelled 2003 use year points for a trip this coming March and then rebooking my Aug. trip using 2004 points.
Well, the girl at MS couldnt understand this at all. My husband patiently explained and re explained to her what we wanted to do. She kept saying she understood but when it came to actually adjusting the reservations, it was clear she really didnt understand.
After about 10 minutes of being on hold, my husband very nicely asked if there was someone else he could speak to because he did not want our Aug. reservations cancelled. The CM was ready to cancel them and my husband kept telling her not to.

Well, she got very nasty and my husband ended up getting hung up on!
My husband called back and spoke with someone else. You know how long it took to get my March reservations and rebook my Aug. dates? Not even 5 minutes!
So, a happy ending!

 

[Scott H]

I placed a call to MS on 12/31/02 and learned that there were a whole lot of new persons at MS and they may not have the answers like the old timers.

 

[allicat]

Scott H, I understand if someone is new at a position and doesnt have the answers. But there was no excuse for being so nasty!
I have to say that this was the exception and not the rule when calling MS! Thankfully!

 

[Val]

I called last week to add some July reservations at BCV.....the initial person I talked to was rude and crude (swore at me)....absolutely gave me WRONG info (told me I had 96 points banked and 200 borrowed.....had 13 banked and was GOING to attempt to do some borrowing)....finally after being sworn at I asked to talk to the manager. The manager was no better- wanted to talk about my reservations and not the way I was treated by the CM. Could not get through about what the issue was and he was even calling me by the WRONG name (I think they had someone else's screen up). Finally gave up. Called back the next day- questions answered and reservation made within 5 minutes. NEVER have I been sworn at....all I said was that I wanted to check on the number of points banked and to make a new reservation....the CM said that he didn't have the **** time to make the **** check on banked point that it was my **** responsibility. I understand he might have been new and under stress, but really!

I am glad I just waited to call back the next day. The CM was the sweetest. I didn't mention the previous attempt- just breezed through making the reservation.

 

[cgcw]

WOW! I think I would have at least gotten the CM's names and would contact someone about the way I was treated. I expect better treatment from anyone over the phone and in person. I would not take be happy to be swore at - especially when they are in a customer service job.

 

[Scott H]

Allicat,

You are 100% correct they should not have been rude. If they were new, maybe they are a past employee now, like you said they should have said so. My point was there are some new folks at MS.

 

[Disneyaholic]

I called MS this morning and was told by the CM that I couldn't book HH at 11 months out because my initial points were at OKW and my HH points were only add-ons! HUH???



I guess she didn't really understand the 7-month/11-month thing. I explained to her that I have made HH reservations MANY times at 11 months and suggested that she just try to put it through.

She WAS very pleasant, although she didn't apologize for initially giving me the wrong information. I guess there MUST be a lot of new people there...Just in time for all the Christmas bookings for 2003!

 

[Val]

I SHOULD have remembered to get the names of the CM and the manager. I have written a letter to DVC regarding the incident, with dates and times (they should at least be able to track down the manager). I was so flabbergasted and then so upset I plain forgot......when I was fortunate enough to have the nice CM the next day (it was a Friday morning), I decided that I should just let it go and not involve her in the incident- she was SO helpful and SO nice. Thursday night I was willing to sell my points......Friday I was wishing I had more. Shows how a CM can really make or break an experience.

 

[dznymom1]

The first thing I do on my MS calls is to repeat their name (they always say "this is so & so") and write it down. I think it helps to call them by name during the call "Thanks Louise" "Oh, that's great Louise" and so forth. I have never had a rude CM, although I have had a couple of dopey ones. But I have been cut off during a complicated transaction, and I was very glad to have the name when I called back! It's also nice to have a name if you want to send in a thank you for any reason, or in this case a No Thank You!

 

[Chuck S]

dznymom1,

Good advice to write down your CMs name ASAP. Phones can go dead, or you can get disconnected and you may need that name. It has happened twice to me over the years...once my phone...once MSs. And like you, I haven't gotten a rude CM, but I have gotten some newbies that aren't that familiar with DVC ressies.

Val, I do wish you'd gotten the names of those CMs...I don't know how many managers are working at one time...so even with the date and time it could might be hard to track down. Sorry you & Allicat had bad experiences, like you, I would have been stunned.

 

[Scoootch]

To Both Allicat and Val (and anyone else who may ever or has ever had such awful experiences) --

To me, there is just no excuse for being treated so rudely!! I'm so sorry you had such an awful experience with MS's. For them to get a little snippy is wrong but to be cursing & swearing at you is just plain inexcusable! Even if the CM was new, they have no right to treat you like that. I also think it's even worse that when Val called back and spoke with a manager that they were no better. I sincerely hope that something good comes of the letter Val wrote and that in the future there are much less incidences like this for us DVC members. Once in a while I myself have come accross a CM who could be a bit more on the polite side but never have I been sworn at! That is just outright wrong and needs to be stopped. Sorry but considering how much we all spend on our DVC pts and all the extra $$ we spend beyond that at WDW in the parks,stores,etc. I just needed to vent my anger at this one. The CM's may not be paid directly from DVC monies but if we all didn't spend everywhere else in Disney, they would be out of a job.

Okay, done venting -- I do love WDW and DVC . And most of the time I have come across very friendly and helpful CM's . Just makes me angry when things like this occurr.

 

[disnygrl00]

You know I've noticed some inconsistent service with Member Services lately also.
Luckily I've never had anyone be outright rude to me, but the last time I called for reservations the first person I spoke with was great..a real pro.
When I called back to finalize my plans I got a guy who had no personality and stumbled through everything. Luckily everything got booked correctly but he was pretty Dopey..no pun intended!!

 

[Cherry]

I had a very rude CM once a few months ago. Interestingly, I had gotten one of those messages at the beginning of my call that said I had been chosen to complete a survey at the end of transaction to rate my satisfaction. When the CM continued to be rude, I finally just said, "I don't really want to complete this transaction with you now, and I will be sure and mention how I was treated when I do the survey at the end of our call." She was really nice then, told me she would be glad to help me, but I told her, no, I would rather deal with someone else and would call back later. I actually didn't even complete the survey (I was afraid I might get her in too much trouble the way I felt at the time, and she was probably just having a bad day) but I let her think that I did!

Another time I got a CM who must have been really new. I was trying to book a two-bedroom at OKW, but needed one with the door through the laundry room into the master bathroom as we were going to have someone sleeping in the living room. She kept insisting that what I wanted was a lockoff with the extra door and that all of them were already booked. I had a terrible time making her understand what I really needed, but she was very sweet about the whole thing. She finally called the front desk at OKW and they told her which units had the extra door. I can deal with CMs being new and not knowing, as long as they are polite, which they almost always are.

 

[JudithM]

I am sorry to read that some members are finding rude/not-so-helpful CMs when they call Member Services. This is not the Disney guest service that we have come to expect. Please let the CM in charge of MS (I believe his name is Rick) know about this by including as many details as possible (like date, time, names, etc.).

 

[Disney Doll]

I have to say that since we have been members(1997) I have never had a rude CM in any of my conversations with the DVC MS people. I have had a couple that I think were new, and not completely understanding what I wanted to do, or not completely understanding how to use their computer system, but I have never encountered rudeness!

 

[Mic]

In the past 3 years I have encountered only 1 rude CM at MS, but several "new" emplyees(I would rather believe they are new as opposed to dumb). The worst thing that happened was a new guy who let my BWV standard view slip right off his screen into the name of someone else while he tried to figure out how to "borrow" the points to book it! This was last Feb.1, and I called at 9 am for my annual NYE reservation. I ended up being waitlisted until after Thanksgiving, and I cursed him at least once a week from Feb. until then, especially in the month of Nov.! By the time I explained that whole "but I have a Dec. use year, so no borrowing is required" thing, I am surprised I was able to get a preferred view! I was appalled at his lack of knowledge.