So our "guide" snapped at us today

[acejka]

So my husband called our "guide" today to see if there was some kind of paperwork that we could get stating our devloper points, for fear of WDW deciding, "well, you weren't supposed to have the devloper points, so we are taking them back" and we already have a ressie made under the devloper points so I am really scared that will happen.

Well our guide must have had a bad day, because after my husband asked two questions about the developer points, she proceeded to say " I know you want to cancel, and you've been wanting to so you might as well just cancel."

My husband didn't even know what to say to that. He is really mad right now and does want to cancel because he feels that is bad service. He hasn't said anyting about cancelling to her and hes not sure exactly why she would say that. She's been nothing but nice until today.

 

[ADP]

Hard to say why the Guide snapped at DH like that. Maybe a bad day, maybe the heat and humidity; who know for sure.

I'm sure it wasn't the first time and I'm sure it won't be the last time. However, it doesn't excuse. When you work in the service industry a smile and pleasent greeting is a requirement.

 

[wildernessDad]

If your interests are best served by purchasing DVC, then do not cancel. Just because a guide gets mad doesn't mean you have to cancel on something that you apparently want. After all, you can always request another guide.

 

[Cap]

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.

 

[Chuck S]

Aren't your developers points mentioned somewhere in your purchase documents? Surely they aren't just a verbal incentive. What other documentation would you need?

 

[Dodie]

Have you posted about cancelling here? I think some of the guides read here. Even though you don't provide your real name in your post, it wouldn't be too hard to figure out from the description of your situation and your home town. Just a thought.

No excuse for being rude though.

 

[moredisneyplease]

dont cancel because of your rep!!! Enjoy DVC for what it is and for whom you purchased through! I had a rough experience with my guide and now I have a different one that i like! Whethere I like or dont like my rep, my DVC is what I really REALLY love! From this point on you'll be dealing with Member Services!

 

[JerJan]

Get another guide....talk to her "BOSS" and explain the situation *tell the "BOSS" that you, the purchaser, are NOT COMFORTABLE with this particular guide and why*
....I'm sure that they will do what it takes to keep you as a customer!
I don't give my money to people that give me an "ATTITUDE" their are way too many "NICE" people out there that would gladly fall all over themselves to get it....LOL! Good luck!

 

[n2mm]

I agree, get another guide. I've dealth with my original guide off and on over the years, it's still nice knowing I can call her if I have a question or an issue. I've added on 4 times after my first purchase in 2005.

 

[DVCLiz]

If you were asking for something that doesn't exist (a specific document that no other person who has gotten developer points has recieved) or refusing to believe the answers you were getting (developer points are a part of your contract, and you have a confirmed reservation with them) and you were continuing to harp on the subject, then I think your Guide had every right to feel frustrated. I don't think the "snapping" was that bad, really. Other than saying, "I'm sorry you don't belive me even though I continue to keep telling you what I know is true," what more could she have done??

I would just chalk it up to a bad day, and it wouldn't even occur to me to cancel my DVC over such a silly, trivial matter.

 

[rsinj]

.

 

[acejka]

Why don't you just go log in to the website and check your point transaction history? It will clearly state what points you have and where they've been used.

If they've already let you make the reservation using the developer points, why are they going to take them back? They wouldn't have gotten in to the system to begin with if you really shouldn't have received them.

Without hearing the guide's side to the story, I have to believe you're making too much out of the situation.

If your husband was so quick to really consider cancelling, well, maybe the guide was correct in her assessment?

I can't even go into the website yet. Our pins still haven't come.

My husband is on track with the person who posted above. You are in the customer service industry, say with a smile, if not you don't deserve to make my money, because there are other people who will be nice and polite.

 

[acejka]

If you were asking for something that doesn't exist (a specific document that no other person who has gotten developer points has recieved) or refusing to believe the answers you were getting (developer points are a part of your contract, and you have a confirmed reservation with them) and you were continuing to harp on the subject, then I think your Guide had every right to feel frustrated. I don't think the "snapping" was that bad, really. Other than saying, "I'm sorry you don't belive me even though I continue to keep telling you what I know is true," what more could she have done??

I would just chalk it up to a bad day, and it wouldn't even occur to me to cancel my DVC over such a silly, trivial matter.

He wasn't "harping" he asked 2 questions.We weren't refusing to believe anything we simply asked if there was a document, and if there isn't one, what stops them from taking our points away from us if she gave them to me when she was not supposed to.

I feel for the money I am paying I can ask the same 5 questions over and over and over again and she better answer and be poilte to me every time. I want to cancel just so she doesn't get commision off of me. I don't take well to rude attitudes from sales people at all. I work in a lawfirm where I deal with clients at work who ask downright stupid demanding things of me, but do you think I can be rude to them and tell them to just transfer their cases out to another frim? absolutley not.

The document does exsist by the way. She just didn't tell us, we had to call member services to find out about it. And it was sent to us in a package before we even asked for devloper points.

 

[rsinj]

.

 

[acejka]

Understood and I can appreciate that.

However, you want to purchase a product and do so. If your salesperson does not give you the support you want and the service with a smile you expect after the sale, does that immediately trigger you to consider returning the product?

For me, it's a matter of you have something I want, I buy it, and I am going to own it for 50 years. If I am happy with the deal I got, why am I going to stir the pot? At this time, why do you have reason to believe that DVC would take back your developer points? Again, they let you make the reservation using them - if you received a confirmation, and told by MS when you made the reservation that it was on the developer points, why make a big deal out of it?

I do expect the top service I can get, expecially from Disney, if I wanted half hearted service, I'd just go to my local six flags and get a season pass. I've left car lots in the signing process just because I didn't like someone's attitude.

What makes me afraid of the devloper points being lost is that we supposedly weren't elligible to have them. We are new customers, we bought a 100 point Jambo house contract. Our guide told us that she wasn't supposed to give them to us. I just wanted something on paper saying that we get them (which is turns out, before we even called back and asked about developer points, a package was in fedex to us with a sheet about the developer points) and I didn't want to get to Vero beach and leave there only to go to Disney to find out well you know, you weren't supposed to get those points and they've been taken away since you guide gave you something she wasn't supposed to so you don't have a reservation here anymore.

Since I don't have a pin yet I can't track on the website yet and it all makes me nervous.

To top it all off, I am 23 and have never done anything like this before, I've never made a DVC reservation before. And I was told by my whole family and husbands family, whatever you do don't accept anything that is not in black and white on paper. Verbal contracts are usually not valid. Anything they offer needs to be a sign and return deal.

MS told me that I should receive an email comfirmation of my reservation at SSR within 2 weeks so I will feel a lot better after I get that.

 

[WaltEeyoreWorld]

I completely disagree with those who think that the guide was in anyway correct in saying that to your DH. Simply unacceptable. Don't cancel DVC if DVC is what you want but do get a different agent. We did not like our first agent either and had to switch. Don't worry too much about them getting the commission. One trip to DVC and you will not even think on it again. Just switch so that any of your future add ons do not go back to them.

BTW, your contract should clearly state how many points you are purchasing and all of the perks of that purchase like any discount on the points and any developer points. You should easily be able to find that in your contract. If you can not, then it is a fine question to ask your agent (or a new agent) where to find it. You should have (and you know this because you work in a law firm) made sure the entire deal that you were buying from DVC was documented in the contract before you signed. But that is water under the bridge at this point. Good luck!

 

[rsinj]

.

 

[acejka]

I completely disagree with those who think that the guide was in anyway correct in saying that to your DH. Simply unacceptable. Don't cancel DVC if DVC is what you want but do get a different agent. We did not like our first agent either and had to switch. Don't worry too much about them getting the commission. One trip to DVC and you will not even think on it again. Just switch so that any of your future add ons do not go back to them.

BTW, your contract should clearly state how many points you are purchasing and all of the perks of that purchase like any discount on the points and any developer points. You should easily be able to find that in your contract. If you can not, then it is a fine question to ask your agent (or a new agent) where to find it. You should have (and you know this because you work in a law firm) made sure the entire deal that you were buying from DVC was documented in the contract before you signed. But that is water under the bridge at this point. Good luck!

Ok first of all, I love your mickey's in your signature!! That is so cute...

And you see, that is the law firm in me wanting to make sure everything is black and white, signed for on paper. I know how verbal promises go and what can happen to them.

 

[acejka]

Have you ever read on these boards that's ever happened to someone? Their developer points being taken back after closing, after confirmed reservations were in place using them?

We are in a recession. Your guide gave you a deal and closed a sale. However she did it, you should just be thankful, accept the developer points, and be a happy new owner.

Again, not faulting you for any of your feelings, but, I think you are making a bigger deal out of it than it should be.

I haven't heard of it happening yet, but then again I had never heard of them switching someone out of a grand villa for no apparant reason either-luckily they got that straightened out. (that was what really got us thinking the other day when we saw that post)

I appreciate that I got the points, don't get me wrong on that, I just want to know that even if she did something that could have been wrong to get us what we wanted that they aren't able to take them back even with a reservation, like I said we don't have a confirmation yet, it was confirmed over the phone, but not on paper(well email).

I am just being paranoid I guess, but still that was no reason for her to say that.

 

[DVCLiz]

I haven't heard of it happening yet, but then again I had never heard of them switching someone out of a grand villa for no apparant reason either-luckily they got that straightened out. (that was what really got us thinking the other day when we saw that post)

I appreciate that I got the points, don't get me wrong on that, I just want to know that even if she did something that could have been wrong to get us what we wanted that they aren't able to take them back even with a reservation, like I said we don't have a confirmation yet, it was confirmed over the phone, but not on paper(well email).

I am just being paranoid I guess, but still that was no reason for her to say that.

I understand a little more now that you've added the update about not really being eligible for the points but getting them anyway.

Still, just chalk it up and move on - you are going to have DVC for a long, long time and this is just a fraction of the time you will spend - most people have the occasional glitch somewhere and it doesn't mean they have to dump the program entirely. Just wait for your confirmation, then stop thinking about it and start looking forward to your first vacation as DVC owners!!!!!!