Services are being stripped

[bwvBound]

Is it just me or is the product we all purchased being stripped away a little bit more every year.

I don't tend to struggle with this issue with DVC -- but I clearly remember the heartache I felt when my very first timeshare made a significant change to rules concerning "weekend only" reservations. It was chilling to feel alienated by a product I thought I knew and loved. I didn't like the idea that some body of rule makers (the Board of Directors, the timeshare Developer, local resort manager) could influence change on something I thought I owned. I had to reconsider what one really owns with respect to timeshare. Eventually, that specific situation worked itself out for the better but I've encountered similar let-downs over and over with timeshare. I'm also bracing myself for big heart-breaking "good-byes" as two of my timeshares are in the process of dissolving this year. I've loved them and enjoyed them greatly ... but as the ranch newsletter said this week, "It is time to load up the wagons."

FWIW, it doesn't stop with timeshare -- one can run into unforeseen changes with wholly owned properties as well. Our weekend home has been rezoned, involved in a lengthy water-rights case and more. I look forward to new land-use designations and possible restrictions coming out later this fall after city council votes on updated land use plans. Joy.

I'm just trying to roll with it. Good luck to each of us doing the same in many aspects of life.

 

[Maistre Gracey]

Why would they care if there is a high turnover rate? It doesn't cost them anything. The benefit is that they would get new Members who wouldn't know the way that things use to be.

Well.. Every contract sold on the resale market means one less that Disney will sell.
I think that is at least some incentive.

MG

 

[HsvTeacher]

Everyone has a right to their opinion, but I whole heartedly disagree with this statement. While it is true that we have already committed to visiting a DVC for the foreseeable future, saying that they have no incentive to give good service sounds very spiteful.

Having just returned from a trip to Jambo house, I saw first hand the excellent service that went above and beyond what I had expected. To complain about perks being reduced is one thing, but to say that Disney doesn't care about DVC members is just hogwash. Maybe you're just expecting far too much, and perpetuating the perception of some DVC members being pompous whiners.

We just returned from a 10-day trip to Kidani and Vero Beach, and unfortunately, we didn't see excellent service. (See my earlier post.) Were we expecting too much? I personally don't think so...a clean, smoke-free room, equipment that should be in the room, help moving from one side of a huge resort to another due to a housekeeping issue, etc.

I did get the feeling that DVC members didn't matter especially when we were argued with and never received an apology for our inconvenience. Hopefully, it was just a fluke.

 

[Tara]

Well.. Every contract sold on the resale market means one less that Disney will sell.
I think that is at least some incentive.

MG

I'm sure it's some incentive, but not much. If it were, they'd do more to restrict the resale market, like exercising ROFR more often. They get a new members either way, and a good number of resale buyers are probably people who wouldn't have been able to afford a direct buy-in or wouldn't have thought it worth the money.

 

[keishashadow]

percs = gravy

but does getting gravy cost extra? if so i don't want it on my order (timeshare)

seriously, many of the percs have to cost X amount of $s, that I assume are budgeted into our dues.

If it'd reduce the dues bill each month, then i vote to drop the ones that aren't entirely complimentary in nature.

I'd rather see a flat 'resort credit' factored into my stay vs a hodgepodge of offerings Im not 'currently' interested in (as in the AP discount) yet i'd be the 1st one whining if they took away opportunity to purchase the DP.

 

[disneynutz]

My current opinion is very difficult for me. We are a Disney loving family. We have Disney pictures hanging on our walls, and a two foot tall statue of Walt and Mickey sitting on a shelf in our entry way.

We visit WDW 3 or 4 times per year and own 26 contracts and point count north of 1000.

I'm not bragging, I just want readers to know my background.

I can understand a mistake or two and I can understand that a room can have problems, but it seems to be happening more and more frequently.

Cast Members will tell us that they know about the problems but they are told to release the room for occupancy. Last Christmas you may have read my post about the defective refrigerators at BWV. Maintenance knew that the new refrigerators purchased for the rehab were defective but they were told to swap it out if a Guest complained. 3 days and 3 refrigerators later we got one that would chill below 60 degrees. They did give us $50 to replace the spoiled food, but we spent 3 days dealing with a issue that shouldn't have happened. It was suggested by a Manager at BWI/V that contact DVC about the issue so I discussed the problem with the President of DVC, Jim Lewis after the Member meeting. He listened to my story and he told me that I would be contacted by a Manager in a few days. That was in December, and still no contact. I did contact MS to followup, they apologized and said that they would forward my information. Still no contact.

 

[crisi]

Our dirtiest rooms and worst customer service came after we bought ten years ago. Our recent rooms and recent customer service experiences have been an improvement.

But, IMHO, Disney lost the customer service magic much more than a decade ago - around the time OKW and CBR opened and Disney expanded capacity at their hotels beyond their capacity for "magic." There are now too many parks, too many people, too many employees, too much competition to make Disney the really special experience it was in the 1980s.

(On the other hand, FOOD was miserable in the late 80s - great in the mid-90s - and almost inedible now outside signature spots).

 

[disneychic]

For me, buying DVC was a sort of "insurance policy" it ultimately was a guarantee that I would be able to return to WDW. That's all I cared about. We joined almost 10 years ago while on our Disneymoon, and it was by far the best thing we've ever purchased. It brings us more joy than we can explain (and a big reason why we've added on points 4 times since our original purchase). Staying at a deluxe resort, numerous times a year is something that some people can only dream about. I don't mind losing valet parking and things of that nature. The perks weren't what sold us on DVC to begin with. JMO.

 

[TDC Nala]

I purchased prepaid rooms at deluxe Disney resorts, still getting that.

Of course I did buy some SSR points because it was close to Pleasure Island and what did they do? Closed Pleasure Island. Them's the breaks I guess.

 

[Maistre Gracey]

I'm sure it's some incentive, but not much. If it were, they'd do more to restrict the resale market, like exercising ROFR more often.

I don't think so. Exercising ROFR more often would mean buying the higher priced contracts. That really wouldn't help their bottom line much seeing as though they have to buy those expensive points before they can resell them.
The real profit comes from selling the points the first time.

MG

 

[Tara]

I don't think so. Exercising ROFR more often would mean buying the higher priced contracts. That really wouldn't help their bottom line much seeing as though they have to buy those expensive points before they can resell them.
The real profit comes from selling the points the first time.

MG

But that's my point to some extent - it's cheaper for them to let the contracts go and use money they'd have otherwise spent on ROFR to convert visitors into members. In either case, they get a member - and probably one more likely to add on than the selling member.

 

[Maistre Gracey]

But that's my point to some extent - it's cheaper for them to let the contracts go and use money they'd have otherwise spent on ROFR to convert visitors into members. In either case, they get a member - and probably one more likely to add on than the selling member.

But just maybe, if they kept that Member happy they wouldn't sell. Now the new person buys from Disney, and they have two Members that may add on.

No, it's not a 1:1 relationship, but it surely would mean more sales for Disney if the resale market dried up.

MG

 

[Dean]

Well.. Every contract sold on the resale market means one less that Disney will sell.
I think that is at least some incentive.

MG

But it's also potentially one that isn't performing (dues being paid) that will likely be going forward. It might not make retail sales profit but it does keep the system healthy.

To my knowledge there was never daily housekeeping. The Trash and Towel used to be slightly more robust and called Trash and Tidy where they did a LITTLE more than they do now.

As for perks, I think it depends on when you compare to. IF you ignore the free passes which were contractually coded to end in 1999 and even considering what has been removed, we still have more perks now than at many times in the past.

 

[Halle]

But it's also potentially one that isn't performing (dues being paid) that will likely be going forward. It might not make retail sales profit but it does keep the system healthy.

To my knowledge there was never daily housekeeping. The Trash and Towel used to be slightly more robust and called Trash and Tidy where they did a LITTLE more than they do now.

As for perks, I think it depends on when you compare to. IF you ignore the free passes which were contractually coded to end in 1999 and even considering what has been removed, we still have more perks now than at many times in the past.

The best perk were the free park tickets which were extended into 2000. Thank you for reminding me about Trash and Tidy versus Trash and Towel. DH and I realized we were receiving less but never made the connection until now!! Still love Disney and DVC but miss those peach towels.

 

[Goofy DVC]

JMHO on service. I think the recent issues of poor service relate to a reduction in staff and excessive member requests. This opinion is based on a recent experience at BCV. We checked in late one tuesday night this past March. When I went to use the sink in the bathroom one of the faucets broke and the water wash gushing out and could not be stopped. I ran to the phone to call for help. Thank God the drain was not clogged. It took maintence over 30 minutes it make it to the room. They apologized for taking so long with such an emergency but they said with the rif they were the only maintenance crew covering BW,BWV,BC, and BCV for the night.But here's where I learned alot. They had two way radios getting calls from a dispatcher on other issues. I could not believe some of the calls. For example, "room XXX just called again and they are very upset and want someone to help them with closing their blinds now". These poor guys were being run ragged. The best they could do was shut off the water and wait to come back in the morning when more people were working. I'm sure they must really struggle with some of the requests. I remember thinking a couple of times "you got to be kidding me with that call".I 'm sure it must be tough for them also and yes I know everyone's request is the most important thing in the whole wide world.JMHO. Thanks for reading.

 

[dianeschlicht]

Lots of "perks" have come and gone over the years. I can't imagine how DVC would be able to run ALL the perks all the time. For instance, in the early years, you got free park passes for your stay. If that was anything more than a promotional perk, can you imagine the cost of such a program now with the huge number of DVC members?

Perks are there to entice purchase. If you only want the perks, then maybe timeshare ownership isn't for you.

The only perk of any significance that I have seen in our 13+ years of membership has been the AP discount. That one is fairly new in the long scheme of things, but it is about the only one we really pay attention too. Those little "discounts" are not usually worth worrying about for us, but $100 of the price of an AP makes a huge difference to us, and probably keeps us going to the parks.

 

[dianeschlicht]

JMHO on service. I think the recent issues of poor service relate to a reduction in staff and excessive member requests. This opinion is based on a recent experience at BCV. We checked in late one tuesday night this past March. When I went to use the sink in the bathroom one of the faucets broke and the water wash gushing out and could not be stopped. I ran to the phone to call for help. Thank God the drain was not clogged. It took maintence over 30 minutes it make it to the room. They apologized for taking so long with such an emergency but they said with the rif they were the only maintenance crew covering BW,BWV,BC, and BCV for the night.But here's where I learned alot. They had two way radios getting calls from a dispatcher on other issues. I could not believe some of the calls. For example, "room XXX just called again and they are very upset and want someone to help them with closing their blinds now". These poor guys were being run ragged. The best they could do was shut off the water and wait to come back in the morning when more people were working. I'm sure they must really struggle with some of the requests. I remember thinking a couple of times "you got to be kidding me with that call".I 'm sure it must be tough for them also and yes I know everyone's request is the most important thing in the whole wide world.JMHO. Thanks for reading.

Great post, and I think we see some of that "entitlement" here on teh boards too. People think THEY need to get everything THEY want...The best view...The cleanest...The newest....The quietest....The easiest to get to.... Someone has to take those other rooms, and the more people who complain and make changes, the more unhappy EVERYONE is going to be. Service is certainly negatively effected by lack of staff, but it's also effected by over demanding "customers". I always wonder how these same people manage at home where no one is there to do those things at the drop of a call.

For example, my fridge broke last week. I have a service agreement, but because the service folks are too short staffed, I had to wait a WEEK to get my fridge fixed. Thankfully, I had another in the basement walkout level I could put food in, but still. These economic times call for those kinds of measures, and we are ALL effected by it. My first thought was that the service company should hire back some of those laid off workers so they were more properly staffed, but then I quickly realized that might prevent them from staying in business, and my cost would likely be even higher. It's a catch 22, so you have to bend where you can and not be a total PITA when you are on vacation and expect the most for the least.

 

[disneynutz]

Those little "discounts" are not usually worth worrying about for us, but $100 of the price of an AP makes a huge difference to us, and probably keeps us going to the parks.

And that is why Disney Parks and Resorts lets the DVC offer a$100 discount. It costs Disney nothing, makes us feel like we are getting a deal, and it gets people into the parks where they spend money on food, drink, tours and shopping.

Bill

 

[tjkraz]

But, IMHO, Disney lost the customer service magic much more than a decade ago - around the time OKW and CBR opened and Disney expanded capacity at their hotels beyond their capacity for "magic." There are now too many parks, too many people, too many employees, too much competition to make Disney the really special experience it was in the 1980s.

JMHO on service. I think the recent issues of poor service relate to a reduction in staff and excessive member requests. This opinion is based on a recent experience at BCV. We checked in late one tuesday night this past March. When I went to use the sink in the bathroom one of the faucets broke and the water wash gushing out and could not be stopped. I ran to the phone to call for help. Thank God the drain was not clogged. It took maintence over 30 minutes it make it to the room. They apologized for taking so long with such an emergency but they said with the rif they were the only maintenance crew covering BW,BWV,BC, and BCV for the night.But here's where I learned alot. They had two way radios getting calls from a dispatcher on other issues. I could not believe some of the calls. For example, "room XXX just called again and they are very upset and want someone to help them with closing their blinds now". These poor guys were being run ragged. The best they could do was shut off the water and wait to come back in the morning when more people were working. I'm sure they must really struggle with some of the requests. I remember thinking a couple of times "you got to be kidding me with that call".I 'm sure it must be tough for them also and yes I know everyone's request is the most important thing in the whole wide world.JMHO. Thanks for reading.

I completely agree with both of these posts. Maybe I'm a "glass is half full" kinda guy, but we have yet to have an experience which I felt was less-than-proper at a Disney resort. Our worst situation was a BWV room last year which was uninhabitable (IMO) due to refurbishment work on nearby villas. I walked to the front desk (did NOT place a phone call) to discuss. Manager said he would check into option and call me back shortly, which he did. We ended up having to switch resorts but got a better view and other compensation was offered which I felt was satisfactory.

Re-packing and moving was not my first choice, but lemons from lemonade I guess.

To crisi's point, Walt only had one theme park to manage back in the 50s and 60s. The company didn't even own the Disneyland Hotel back then, much less anything on the scale of WDW. There is a reason why mom 'n pop stores and locally-owned chains tend to be more customer friendly than the big national chains. With 60,000+ employees in the Orlando area, Disney is no mom 'n pop shop.

I shutter whenever someone raises the topic of a 5th theme park because it would mean Disney having to scrape the barrel further to hire thousands of support workers for a new park. The new animation hotel is bad enough. At least with DVC growth, Disney has been phasing out cash rooms in favor of DVC villas. That reduces the number of new staff added to the payroll.

With regard to Goofy DVC's comments, guests do seem to be more demanding than ever. Perhaps Disney is a victim of it's own "Magical" marketing taglines because everyone seems to have their own idea of what makes their trip "magical" and expects Disney to follow-through. EVERYONE wants to ride in the front of the monorail. EVERYONE wants the perfect room view. EVERYONE wants to skip down Main Street arm-in-arm with Goofy.

And thanks to the Internet, we all have a forum to share our experiences and give other guests their own set of often unrealistically high expectations (and customer service demands.)

A year or two ago DVC started contacting guests booked at BWV to discuss moving them to another resort due to unexpected maintenance work. The move offered to most was over to the Beach Club Villas, which at least satisfied most initial posters (even though some were disappointed at losing their BoardWalk view.) Ultimately, some of the more demanding members reported that they were able to get points refunded, free gift baskets and other perks in association with the move. Suddenly you had people calling back demanding additional compensation for the move. The customer service reps at DVC thus had to expend additional effort dealing with the same members again, drawing them away from other duties.

10-20 years ago this wouldn't have happened. It used to be that companies would initially offer what they felt to be reasonable compensation to the masses, and then go the extra mile for more demanding customers or in more extraordinary circumstances. Now everyone can run to the Internet and discover how far to push in their interactions with any big company.

Joe Member may have been thrilled with the move from BWV to BCV, but as soon as he learns that someone else received a gift basket, HE wants a gift basket. Satisfying members/customers on a case-by-case basis is no longer good enough.

As for perks, personally I think they are as good or better now than when we purchased. Yes there have been losses (valet, LOS ticket discounts) but the additions more than compensate IMO (AP discount, free Internet, special shopping events, Broadway ticket discounts, attraction previews, MNSSHP and MVMCP ticket discounts, etc.)

 

[crisi]

Agree as well on the internet. Used to be possible to make magic because expectations were low. Only a few people knew you could "wake" Tinkerbell - and for some people it was a surprise. The magic of the internet makes it a "scheduled" event for families instead of a pleasant surprise or an in secret. Something as simple as the wake up call from Mickey was a surprise.

Now, no matter if its the magical surprises or compensation for a broken toilet, plenty of folks know what some complete strangers trip entailed.

(The only perk we regularly used was the LOS tickets - we aren't frequent enough guests to get much use out of the AP, don't like MNSSHP, don't travel during MVMCP, don't shop, don't visit Broadway, have never been down when an attraction preview is happening....but we bought for the room - and that is still a value for us. It isn't 'everything delightful' - they could be better maintained, we could get requests more often - but its still a value).