shocked when trying to add on thru disney

[jcanary]

Okay I will try to keep this short. I was down in Orlando visiting daughter and just had to go to SSR and see about adding on a small contract. Wanted to get discounts and incentive in order. We went to the sales office and got assigned to a Ann Johnson, she blew me away. Her first comment was - and I am quoting " you first contract was resale, why are you coming to Disney to do your add on". I was blown away. I sat there dumb founded for a while. I told her that We were original owners in the DVC back in 92 when we bought thru Disney and had the free tickets, etc but after second one started a 40,000+ college had to sell. then we decided to start small and Disney could not sell small. I could not believe how rude she was and kept referring to the resale. She also told me that we could get the $10 discount on points for as little as 25 points, and I told her to please check. If I could get a discount on the 50-60 that I wanted I would start the forms there. Well low and behold she came back and said that just recently they must have changed the structure because you had to buy atleast 100. I then said, thank you and left. I was wondering if anyone has ever run into this women in the sales office and if she reacted the same way. I thought that once we in the system it did not matter if we bought resale or direct. Evidently they do keep all of that information. She also ssaid that since she spoke to us in person she would now become our guide, no way will my husband deal with her. I called our old guide, who we have not personally spoken to, and told him to make sure we do not go to her account.

Let me know if anyone else has run into this. TIA.

 

[castleri]

Since I wasn't there to pick up on a tone of voice, body language etc. I will take your word that she was rude. However it could simply have been a question and she was looking for answers such as we found it would be easier to add on directly through Disney; we did not like having to wait for ROFR or something similar. Maybe it was that she was wondering why since you know you can usually buy cheaper through resale would you elect to buy now from Disney. I don't think there have been incentives of any kind for purchases less than 100 points for quite a while now so it is a good thing you had her check. I am so glad I have a guide who is knowledgeable and super helpful at least the few times I have talked to her she has been.

 

[utahkennedys]

Aren't they paid on commission? You would think she would be GLAD to have the sale. My guide has never acted like this, even after working with him and then buying resale, he is always courteous on our calls when I have inquired about add-ons etc...

 

[snooty3]

We Use Kimble Moore. He is the best. He works Sunday-Thursday and he has been helpful to us when we have done small ad ons. Despite the fact that you have purchased resale previously there you were in the flesh to discuss a future sale and they should have treated you like Royalty maybe if she had been better she could have tried talking you into that 100 add on. Her loss. Call Kim!!

 

[Debbie H]

Okay I will try to keep this short. I was down in Orlando visiting daughter and just had to go to SSR and see about adding on a small contract. Wanted to get discounts and incentive in order. We went to the sales office and got assigned to a Ann Johnson, she blew me away. Her first comment was - and I am quoting " you first contract was resale, why are you coming to Disney to do your add on". I was blown away. I sat there dumb founded for a while. I told her that We were original owners in the DVC back in 92 when we bought thru Disney and had the free tickets, etc but after second one started a 40,000+ college had to sell. then we decided to start small and Disney could not sell small. I could not believe how rude she was and kept referring to the resale. She also told me that we could get the $10 discount on points for as little as 25 points, and I told her to please check. If I could get a discount on the 50-60 that I wanted I would start the forms there. Well low and behold she came back and said that just recently they must have changed the structure because you had to buy atleast 100. I then said, thank you and left. I was wondering if anyone has ever run into this women in the sales office and if she reacted the same way. I thought that once we in the system it did not matter if we bought resale or direct. Evidently they do keep all of that information. She also ssaid that since she spoke to us in person she would now become our guide, no way will my husband deal with her. I called our old guide, who we have not personally spoken to, and told him to make sure we do not go to her account.

Let me know if anyone else has run into this. TIA.

It sure isn't like in 92 is it? AS I have found out recently on these boards, the disney people are always right and they would NEVER be rude! I would go to some one else. We use Ron Brumbaugh. He's been around since day 1.

 

[rigsby25]

You can also try Linda Smith. I originally purchased from her, had to cancel, and then several months later bought resale. I just added on AKV and she was very pleasant and helpful. When I mentioned the resale, she kind of laughed.

 

[Dean]

Things happen. You should check to see if this person a your regular guide. You can do that by calling member services, the sales team or if you have any e-mails from Disney or other paperwork , your guide may be listed there. It this is your regular guide, I think you should ask for a change. Regardless of the reason, you obviously did not hit in off.

 

[El&Asmom]

Have other people been treated like this if they originally bought resale? I was under the impression on these boards that Disney treated you the same etiher way. We were assigned Judy K?, who was very nice. We decided to buy resale to get our foot in the door, but are planning an add on a contract, (or two). I hope this scenario isn't the norm.

 

[nisiemouse]

Judy Kaufman is great. Our first contract was resale. We have since added on 70 and then 100 points and she has been super each time. I would ask for a guide change.

 

[mowog]

We bought BCV resale about 4 years ago. The guide at the sales center told us that BCV was sold out and DVC exercises ROFL on all resales to offer the points to current owners. Rather than buy the "only thing they had (SSR)", we walked. We bought resale through TTS and everything went great. We did 2 25 point add ons through Judy Kaufman last year, and it went smooth with no comments on where our original points came from. So no complaints on our end!

 

[Dean]

As a rule Disney handles this situation very well but there are exceptions. I wouldn't let this incident deter anyone considering buying and as it is definitely the exception.

 

[disney junky]

a. Your guide is your guide. Whoever you speak to in the sales center other than your assigned guide really stands to gain nothing, as I understand it.
b. There is a relatively complex pecking order when it comes to people who come into the sales area. It could be that Ann, realizing she stood to gain nothing from talking to you took a rude attitude. Your guide would get the credit for your add ons. She may have felt after speaking with you that you were wasting her time from a sale which would benefit her directly.
c. Every person who ever discussed DVC with anyone from DVC is a matter of record. If they have your name, they have the notes from any discussion that took place, where, when, why you didn't buy, and so forth. That's just good sales techniques.

Sorry you were put off by the guide's attitude. Hope is doesn't keep you from adding on.

 

[diznyfanatic]

I'm sorry you had this experience and all I can offer is our own wonderful experience with our Guide.

We initially took the SSR tour with him, but wanted to start out smaller than the minimum that Disney required for new members and we also wanted to purchase at BWV, rather than at SSR. We decided to purchase a smaller contract through resale from TTS.

Long story short, we fell in love with VWL and decided to add on there. We called our Guide, who couldn't have been more friendly and helpful. By the end of the conversation, we had the points in our account and we've since done two more add-ons with him.

If you didn't hit it off with your Guide, I would definitely ask to be reassigned.

 

[ebenmax]

We use Ron Brumbaugh. He's been around since day 1.

Ron is THEE man of DVC!!

 

[jarestel]

I won't bother to fabricate a bunch of excuses to try and explain Ann's behavior since ultimately if you don't feel comfortable working with her you shouldn't have to. I would suggest you contact a DVC manager, explain why you aren't comfortable dealing with her, and request a new salesperson. Alternatively, you might consider purchasing another resale contract if you feel you received better service going that route.

Good luck!

 

[crk1971]

Ok call me crazy and I dont blame you for venting on the board, I would as well but why didn't you take it to the next level and speak with a manager? I definitely believe they need to put the SERVICE back into CUSTOMER SERVICE! Communication is key as well as respect! I am on a rage kick with a deck i am having installed, this just happen to spill over into my rage pile! LOL. Rule Number on in the military when you have a problem with your immediate supervisor or whomever that person may be, GO UP THE CHAIN OF COMMAND! Call and raise some HE**, we work too hard to be treated like that, especially when we are spending alot of money.

 

[crk1971]

Hey 7 more posts and post pics! OOPS MAKE THAT 6 HE! HE! HE!

 

[MinMouse]

Have other people been treated like this if they originally bought resale? I was under the impression on these boards that Disney treated you the same etiher way. We were assigned Judy K?, who was very nice. We decided to buy resale to get our foot in the door, but are planning an add on a contract, (or two). I hope this scenario isn't the norm.

Nope. We purchased our first two contracts (BW) through resale. We decided to add-on at SSR through Disney. Patti Douglass is our guide and treated us wonderfully. As a matter of fact when I asked her to explain the process because our other sales were resale she said she thought we bought them from her! She was great though. Sorry the OPs experience was negative.

 

[jcanary]

I am in the process of speaking to my original salesman, who was not there on Sunday and a manager has received an email from me and we are in the process of trying to get together to talk. I was so shocked I had to leave. There were other people within ear shot and i did not want to discourage anyone, as we love the DVC and found after being without it for 2 years we had to be a part of it. Believe me - there is nothing like the DVC and what makes me the maddess is when some one bad mouths it or discourages people to be members. And this Ann went over the line and she works for Disney!!
I hope no one else experiences this because I feel she does not belong there. I just hope something is done about her techniques!
thanks for letting me vent.

 

[drakethib]

Ask for Joan Lane !!!!