Screwed Up at DVC

[joksten2000]

I booked a B2B on DCL cruise in a 10A cabin and called to upgrade to an 8D. I worked it out on paper and if I paid cash for two kids I had enough points to do it. They upgraded me and I'm now paying for 5 children and 190 points have magically disappeared. I called to get it corrected and asked for a supervisor. After an hour of explaining she agreed and said it looked like points have gone missing. Today I received paperwork back - two confirmations for each cabin for each cruise, so 12 docs instead of six and it's a little different but still way wrong.

Who do you try to talk with after a supervisor gets it wrong. After 10 years I've gotten very good at planning vacations and I've gone over this 20 ways and it works out fine and they treat me like I don't know what I'm talking about. I've gotten a little upset but I bit my tongue because I know they must get a lot of newbie's with newbie issues but after 10 years I know how to handle points.

I'm now sitting here with six documents from the first booking and 12 from the upgade, I NEED HELP!

 

[bookwormde]

Ask to speak to quality assurance

bookwormde

 

[sweetdana]

how does that happen. That stinks .. Maybe some fairy dust will come to make up for it. No help here other than an aw

 

[Chuck S]

I would send scanned copies of the paperwork and your calculations in an email, detailing the problem and what your balance should be in an email to Member Services. Sometimes things are easily confused over the phone.

 

[DebbieB]

Ask to speak to quality assurance

bookwormde

I think quality assurance is for contracts. I think you would need member satisfacation in this case.

 

[bookwormde]

QA is for any issue that is not properly handles at lower levels

bookwormde