So our "guide" snapped at us today

[JPS439]

6 pages later and this thread is still going on?

The question or statment or whatever has been responded to from everyside and angle, time to move on.

 

[r_u_h8n_2]

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.

Personally I would make a big complaint about this. You cant have an office saying two things, giving stuff and taking it away. Its bad for business. That would make me really angry. Personally a situation like that would make me reconsider buying. Not so much that its DVC but a procedure thing. Because if they could do it on something like that then just think what they could do to something that matters like canceling a reservation and saying "oh well".

Did you call member services about Rolands counter "no can do" on their Vacation Points option.

 

[glennbo123]

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.

I just bought 200 points, signed the papers in early June, and the developer points are all over that contract. Can't miss 'em -- restrictions, expiration, etc. So, I don't understand the imfamous call to the guide which started this whole thing, unless it occurred before the papers were signed.

 

[r_u_h8n_2]

I just bought 200 points, signed the papers in early June, and the developer points are all over that contract. Can't miss 'em -- restrictions, expiration, etc. So, I don't understand the imfamous call to the guide which started this whole thing, unless it occurred before the papers were signed.

The only paper that describes points is the VPO paper. That would be limited to a single page, and yes this was prior to signing, because our first two contracts lacked this paper and had numerous errors such as: random phone number, incorrect financing, etc. All of which were explicitly explained to the guide when first talked to her and went forward with the purchase.

The prompted call about the the points, was due in fact that none of our contracts had anything in them about having the points. When we called our guide she said their isn't anything the contract papers that would point out the points. I then called member administration to verify what the guide said, which was incorrect, and they had the guide redraft our contract to include some VPO paper that points out the terms and conditions. Now if their is supposed be more in our contract that says how many points we get etc., i would like to know where in your contract it does. I know that all terms of a purchase, including incentives and offers, are traditionally supposed to be listed in the purchase agreement. The guide says its not.

 

[cocowum]

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.

Thanks. I'm trying to let it go. DH is so happy about the DVC. and really so am I.

6 pages later and this thread is still going on?

The question or statment or whatever has been responded to from everyside and angle, time to move on.

If that your opinion then stop reading. Why be snarky?

Personally I would make a big complaint about this. You cant have an office saying two things, giving stuff and taking it away. Its bad for business. That would make me really angry. Personally a situation like that would make me reconsider buying. Not so much that its DVC but a procedure thing. Because if they could do it on something like that then just think what they could do to something that matters like canceling a reservation and saying "oh well".

Did you call member services about Rolands counter "no can do" on their Vacation Points option.

I wish there was something I could do? I talked to Jennifer the quality assurance person and she said "a mistake was made and they could not give me the points" and I said "well I'm not really happy about the way this is being handled (being told yes one day and no the next.) and she said "Well you have until June 28th to cancel." I really could not believe she said that. At that point I decided to let it drop. She obviously didn't care. I wish there was someone above her I could call but I really have no idea.

We are not going to cancel. It would be cutting off our nose to spite our face. I'll just let it go. But I will vent on the DIS boards.

We love AKL! and can't wait to stay there.

 

[keys2kingdom]

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.

I doubt anything on this thread would be enough to horrify Walt. Mountain out of a molehill if you ask me. Hopefully the purchases went through and guides and customers will never have to speak again, oh the drama.

 

[mjy]

CM

Doesn't just stand for Cast Member.

Also stands for Chris Mansour . . . he's my guide. If your guide needs replacing, ask for Chris.

 

[fleurdelis]

I doubt anything on this thread would be enough to horrify Walt. Mountain out of a molehill if you ask me. Hopefully the purchases went through and guides and customers will never have to speak again, oh the drama.

Not quite! If I was loaded, the 100 devpts might be a molehill. But if you are like the average person and work hard to save for a purchase like DVC, losing 100 dp's is a mountain. I COMPLETELY understand being devastated if they were given and taken away. Thats a big chunk of money!!!!

 

[cruiseletters]

Welcome home, you'll look back on this rough beginning a few years and several vacations from now and be glad that you stayed the course. It will all seem less important in the grand scheme of things

 

[NSL]

Apparently you are not the only person having problems with their CM. I am as well. Mine won't call me back, it has been since Friday morning. I am waiting on an answer about an add-on. What do you do when they won't call you back? To me it just doesn't make sense.

Sorry you have had so many problems. I too, believe it is a big deal. I wouldn't be very happy.

 

[drakethib]

You don't need a guide once you have purchased. In my opinion, they are like the car salesperson - you need them to write up the purchase, but other parts of the dealership (i.e. member services) take care of your needs after the purchase.

Just a note Cap.

Our guide (Joan Lane) told us to call or email her should we have questions.

We have taken her up on that offer and has answered questions for us from time to time just as polite as helpful as the day we bought.