So our "guide" snapped at us today

[mnra]

If the guide was rude just ask to talk with her manager. I am sure disney is not in the business of turning away customers.

 

[makthompson]

when we bought our guide was real friendly and said if we needed anything to call her she would be happy to help us. if we ever needed assistance to figuring out where to go being we havent traveled alot out of the country she would assist. she told us all the places she's been ya da ya da ya da....
so we calll and call and call, it always goes to voice mail and we never get a call back.. my point is if they are just a "salesperson" then why do they offer help just to get the sale.
i bet if i left a message saying i wanted to purchase more points she would call back.....

 

[kimberh]

If I could speculate for a moment - maybe the situation played out a bit like this. Your guide gives you an offer that doesn't exist. Now I have never worked for Disney but my guess is they don't like people making mistakes that cost them money. So she comes into work the next day with a note on her desk from her manager ‘See me immediately.’ She goes into her office and gets a butt chewing like she has never seen because she has awarded you with several hundred dollars in extras that from reading other posts most people would have loved to get their hands on and are still trying. She gets put on notice or however Disney reprimands their employees – strips them of an ear? She spends a few moments in the bathroom crying, pulls herself together and goes back to her desk. The phone rings; it’s your DH. He is sternly requesting some hard documentation of this error you all know she made so he is assured his bonus won’t be recinded. Now what she really wants to say is ‘Yeah, Buddy instead of the document how about I send you a tape of the a$$ chewing I just got.’ But she doesn’t. She’s stumbles through a response and then maybe he subtly alludes to the fact that if he doesn’t get this documentation you both may walk. Well I’m sure she is thinking ‘That’s just the icing on the cake I nearly get fired over this deal because it was too sweet and now they may bail.’ And so she slips and says whatever it was that was so horribly disrespectful. Yes it was inappropriate and yes it was unprofessional but in the end people aren’t perfect. If I were you I would take the overly generous deal and not try and exact further punitive justice by yanking this sale and it’s commission.

Just my two cents. And before anyone asks no I don’t know the Guide or anyone who works for Disney.

I want to add one thing to this wonderful insight... I wonder, if she lost whatever amount of commission she was making on the deal. We have 6 salespeople in our business, all contracts have to be approved by our office manager. If they were sold at the wrong price, then we have the right to not honor the contract or pay commission. If we do this, what does DVC do?

I would call her and thank her for the Developer points. You will not get them from another guide. One thing you have done, is posted on a Internet Board that you did receive them. How many people do you think have or will call DVC now and ask for the Dev points, because they have read that someone else received them for a 100 point contract? My goodness, I would love to have them.

There is always two sides to everything. Being in business for ourselves, we see all types of people. Sometimes it just doesn't matter how nice we are... we are not nice enough. I hope that made sense.

 

[jennsuko]

Nobody is perfect. We ALL make mistakes. If I were you, I would be gracious enough to forgive this one perceived slight and move on. If it becomes a habit with this guide then by all means request a new one.

If this was the worst thing that happened to you that day, many people would think you had a great day.

 

[PrincessNewsie]

How can you cancel a sale? That part confuses me. DVC contracts looked pretty legally binding to me.

 

[bobthebuilder]

I would call her and thank her for the Developer points. You will not get them from another guide. One thing you have done, is posted on a Internet Board that you did receive them. How many people do you think have or will call DVC now and ask for the Dev points, because they have read that someone else received them for a 100 point contract? My goodness, I would love to have them.

I don't know if that's true. Thanks to the OP's other thread, I was able to call and all I did was mention the Steve Harvey Show and my guide was able to give me the developers points. I guess it really does depend on your guide.

To the OP I hope you have a wonderful vacation.

edited to add I am a new member and I purchased a 100 point contract.

 

[kimberh]

I don't know if that's true. Thanks to the OP's other thread, I was able to call and all I did was mention the Steve Harvey Show and my guide was able to give me the developers points. I guess it really does depend on your guide.

To the OP I hope you have a wonderful vacation.

edited to add I am a new member and I purchased a 100 point contract.

Well, that is wonderful! Maybe I'll make a call tomorrow and see if I can get this added bonus.

 

[keys2kingdom]

Well the recision period has now passed. I'm dying to know how things turned out on this soap-opera-esque sale. Did "snappy guide" close the sale or did she have her over-the-top-punishment meted out like a smack-down on WWF? I'm riveted to the outcome for some strange reason I can't explain.
Perhaps it was the bible quote earlier on in the thread that's forcing me to come back and see what other sort of ridiculous entertainment fodder lies herein. I don't know, I guess I'll just keep watching and waiting......(mysterious soap opera music) dun dun dun dun........


I'd really love to hear "snappy guide"'s side of the story, I'd bet it sounds quite different.

If it were me I would have just taken those 100 points and kept as quiet as a church mouse. No additional calls to my guide, no DIS boards posting, nothing. Except maybe a 'thank you' email to "snappy guide". But that's just me, with age comes perspective I guess.

 

[kimberh]

Well the recision period has now passed. I'm dying to know how things turned out on this soap-opera-esque sale. Did "snappy guide" close the sale or did she have her over-the-top-punishment meted out like a smack-down on WWF? I'm riveted to the outcome for some strange reason I can't explain.
Perhaps it was the bible quote earlier on in the thread that's forcing me to come back and see what other sort of ridiculous entertainment fodder lies herein. I don't know, I guess I'll just keep watching and waiting......(mysterious soap opera music) dun dun dun dun........


I'd really love to hear "snappy guide"'s side of the story, I'd bet it sounds quite different.

If it were me I would have just taken those 100 points and kept as quiet as a church mouse. No additional calls to my guide, no DIS boards posting, nothing. Except maybe a 'thank you' email to "snappy guide". But that's just me, with age comes perspective I guess.

My exact thoughts!

 

[Starr W.]

Well the recision period has now passed. I'm dying to know how things turned out on this soap-opera-esque sale. Did "snappy guide" close the sale or did she have her over-the-top-punishment meted out like a smack-down on WWF? I'm riveted to the outcome for some strange reason I can't explain.
Perhaps it was the bible quote earlier on in the thread that's forcing me to come back and see what other sort of ridiculous entertainment fodder lies herein. I don't know, I guess I'll just keep watching and waiting......(mysterious soap opera music) dun dun dun dun........


I'd really love to hear "snappy guide"'s side of the story, I'd bet it sounds quite different.

If it were me I would have just taken those 100 points and kept as quiet as a church mouse. No additional calls to my guide, no DIS boards posting, nothing. Except maybe a 'thank you' email to "snappy guide". But that's just me, with age comes perspective I guess.

And so are the Days of our DVC. (where's the hourglass smiley?)

 

[sajetto]

Here ya go


BTW, I've got to agree with Keys...I would have played completely dumb about those developer points and as much as I love the DIS there is no way I'd post I got them on here due to fear that I'd end up losing them.

 

[DOUGLAS ADDEO]

No matter what the reason your guide acted inappropraitely, there is no escuse for being rude to a customer. To be fair they probably have a tough job these days with the economy being the way it is. I am sure that your guide was having a very bad day, weve all had them.

 

[Quiksilvr]

Although I tend to agree with the posters who think that what the guide said (at least, what was reported here) doesn't sound too terrifying, I find no fault with the OP for wanting a document that stated she got developer points. I'm a lawyer. I sure as heck would have done the same thing, especially if I had a suspicion that the other party might not honor the verbal agreement. I can definitely empathize with the OP, who works for a law firm. I was trained to assume that the other side will not live up to anything they haven't written down and signed. That's how you have to be to make it in this business. Anyone who doesn't require full documentation in their purchases gets no sympathy from me when they have no recourse when something goes wrong. But, I'm a product of a law school that trained me to be this way because of how litigious our society can be.

When we bought DVC in FL, the guide went through the paperwork with us and then a quality assurance/management type person came in and did the same thing, making sure to explain the documents to us fully. I'm not sure how it works for individuals who purchase completely via telephone, but I think if there was going to be a problem with the 100 developer points it should have come up during the review.

 

[iloveokw]

If you read her other posts - you know they went thru with the sale. I sure hope no one else makes her or her hubbie mad........ We sure will hear about it. I think the moderators should close this one!

 

[Nigel8600]

If you read her other posts - you know they went thru with the sale. I sure hope no one else makes her or her hubbie mad........ We sure will hear about it. I think the moderators should close this one!

Hmm, I'm not sure if I agree with this comment. I don't think it's a bad comment because everyone is entitled to their opinion but I can also understand acejka's frustration and this group is supposed to be there for each other to help us through these decisions.

I'm glad acejka did not walk away from their points so I guess we need to say....... WELCOME HOME.

 

[cocowum]

Hmm, I'm not sure if I agree with this comment. I don't think it's a bad comment because everyone is entitled to their opinion but I can also understand acejka's frustration and this group is supposed to be there for each other to help us through these decisions.

I'm glad acejka did not walk away from their points so I guess we need to say....... WELCOME HOME.

Thank you very much!!! As I new DVC owner I was really surprise on how nasty everyone was being to the OP.

I work in sales and I'd be out on my butt in a second if I was rude to a guest because I was mad about a mistake I had made!

When we bought DVC in FL, the guide went through the paperwork with us and then a quality assurance/management type person came in and did the same thing, making sure to explain the documents to us fully. I'm not sure how it works for individuals who purchase completely via telephone, but I think if there was going to be a problem with the 100 developer points it should have come up during the review.

Let me tell you my experience...

When I saw that people were getting 100 developers points with new 100 point contracts, I immediately called my guide, Roland Lammers. He was out of the office for a few days. So I called the general DVC # and got Jennifer a DVC quality assurance person. I explained to her what I was looking for. She said "if you have a name of someone who received this promo I can look into it." I did, so she looked it up and said "yep, you are right. I can give it to you. I will email Roland and tell him to draw up a new contract with the 100 developers points and we will get it right out to you." Then two days later Roland gets back to me and says "Sure we can absolutely get you those points. I'll write up the new contract and get it out to you tomorrow."

I'm super excited! Well 2 days later I get a call from Roland saying "Sorry, no can do."

What ticks me off is you would think the quality assurance people would know what the policies are. If you don't know what the policies are, don't say you do and get our hopes up.

If I called and she said "let me see what can do" or said " No, you are not eligible for that promo." I would have been fine. Instead I spent 2 days with DH and DD planning a trip to SSR. That we won't be taking.

 

[r_u_h8n_2]

Hmm, I'm not sure if I agree with this comment. I don't think it's a bad comment because everyone is entitled to their opinion but I can also understand acejka's frustration and this group is supposed to be there for each other to help us through these decisions.

I'm glad acejka did not walk away from their points so I guess we need to say....... WELCOME HOME.

Amen. WELCOME HOME HUN...

 

[castleri]

The sale was complete - if you'll go back and read the thread in its entirety, you'll understand what the issue really is. This was an after-sale question, and however "snappish" the salesperson was, it was totally out of proportion to react the way the OP threatened to - cancelling the sale and then re-buying so another could get the commission. (By the way, do we even know that DVC salespeople work on commission only?)

When we purchased in 1997 we were told that Disney DVC Guides did not work on commission - one of the reasons for the low or no pressure sales pitch. It may have changed since then and I am sure they must have to meet a certain criteria to earn their paychecks but what that is only they know.

 

[hlyntunstl]

I find no fault with the OP for wanting a document that stated she got developer points. I'm a lawyer. I sure as heck would have done the same thing, especially if I had a suspicion that the other party might not honor the verbal agreement. I can definitely empathize with the OP, who works for a law firm. I was trained to assume that the other side will not live up to anything they haven't written down and signed. That's how you have to be to make it in this business. Anyone who doesn't require full documentation in their purchases gets no sympathy from me when they have no recourse when something goes wrong. But, I'm a product of a law school that trained me to be this way because of how litigious our society can be.

A verbal agreement is only as good as the paper it's written on. I've saved myself at least $1,000 ("Oh, I forgot to note your downpayment. Sorry about that") and a lot of stress by reading every document and asking questions prior to signing and considering a transaction final. I've noticed anyone with a legal or contract background (former contract writer here) can be anal to the point of ridiculousness but I've learned to ignore the tapping toes and the sighing while reading every word of a document over the years. My saved money and piece of mind is worth me dealing with the occasional impatient salesperson. I would've asked about the documentation also but probably would have mentioned my reaction to the perceived tone immediately ("Not sure if you're aware you are coming across as being irritated with my questions..."). I've done this before and it usually diffuses the situation.

Everyone is entitled to their opinion and if the OPs husband felt disrespected, he's allowed to because it is his point of view. I would not cancel a contract at the risk of losing freebie points but would definitely ask for a new guide so you can enjoy your future DVC experience. It sounds like your original guide would still get the credit so it's only hurting you.

Good luck acejka, welcome home and enjoy your developer points!!

 

[fleurdelis]

Thank you very much!!! As I new DVC owner I was really surprise on how nasty everyone was being to the OP.

I work in sales and I'd be out on my butt in a second if I was rude to a guest because I was mad about a mistake I had made!





Let me tell you my experience...

When I saw that people were getting 100 developers points with new 100 point contracts, I immediately called my guide, Roland Lammers. He was out of the office for a few days. So I called the general DVC # and got Jennifer a DVC quality assurance person. I explained to her what I was looking for. She said "if you have a name of someone who received this promo I can look into it." I did, so she looked it up and said "yep, you are right. I can give it to you. I will email Roland and tell him to draw up a new contract with the 100 developers points and we will get it right out to you." Then two days later Roland gets back to me and says "Sure we can absolutely get you those points. I'll write up the new contract and get it out to you tomorrow."

I'm super excited! Well 2 days later I get a call from Roland saying "Sorry, no can do."

What ticks me off is you would think the quality assurance people would know what the policies are. If you don't know what the policies are, don't say you do and get our hopes up.

If I called and she said "let me see what can do" or said " No, you are not eligible for that promo." I would have been fine. Instead I spent 2 days with DH and DD planning a trip to SSR. That we won't be taking.

So sorry this happened to you- that is terrible. I can't help but think that Walt would be horrified. Best of luck to you.