Spoke to Guide old issue revisited @nd UPDATE page 3

[3DisneyNUTS]

Originally posted by StitchGirl
My guide had told me that the 3-day window was strict, but if I needed a few extra days, that all I had to do was let her know that I wanted a few days within the 3-day window (i.e., call in the three days, and say I need more time), and she would be able to extend it. I didn't put a deposit down for at LEAST 2 weeks after the tour.

Things to keep in mind-- these are salespeople, with an objective to bring in revenue. If they think someone is going to buy, sure they'll say three days and stick to it. But, if they see that someone really wants to buy, and they are just a little unsure, if they think an extra week will make a difference between a sale or no sale, of course they are going to extend it. It's a business.

Yep not our guide! Oh my I am getting more fumed again!

 

[manning]

Also, during the tour, they have an audio-animatronic mosquito implant a tiny microchip in the back of your neck so in the event of a contact database error you still won't get the discount.

That must be why so many are itching to buy.

 

[3DisneyNUTS]

Ok I spoke with my guide with info in hand and he didn't want it. He basically told me I have to call a DVC sales manager and take it up with him. So I am still waiting to hear back from this manager.

Anyway he got a tad arguementative which brought back how dealing with him in the beginning was. I explained to him what was bothering me and then he said he extended the 72 hours for me. He never did. So ironic how now he says he did when the entire time he he said it wasn't possible even yesterday on the phone with Dh he said it wasn't possible.

So again i explained our situation and while it was a while ago I would go back and refresh my memory to the date I specifically remember telling him I needed time to go to the bank and decide on financing since IMO DVC financing was too high. I did not feel comfortable leaving a deposit without first checking with our bank.

So today he told me that in that situation of a couple of days he would have extended it so I had extra bank time. That is exactly what I asked for and he said was impossible back in Februaray.. So now it is all double talk.

He really made me feel like he was insinuating I was lying about the extention and the circumstances. I then told him I wouldn't expect him to recall everything like I have since he deals with may people everyday and how did he know at that time I wasn't just making excuses. He then said he takes notes about everything (saying in other words he cannot possiblly be wrong about the circumstances/etxtension blah blah)

So I understand his tactic to a point but after the transaction was complete I asked him again specifically saying if I find out it isn't given equally then he would get this call.

Anyway after explaining again to him how he told me the extention was not possible in our Feb discussions and how when I asked for one he denied it could be done. I think he finally realized he never offered the extention. Had he done that I would have had more urgency to get back to him that week.

I explained that that is why I did not contact him until March when we had all our financing settled. If he had given an extention I would have left the deposit. Being he made it clear there was no extentions allowed my urgency was gone.

Then I explained this was not about the $$. It is about the customer service. It is 7 months later and I still have a bad feeling in my stomach over this. I honestly feel misinformed by him and basically I am going to say it point blank LIED TO. So his response was "Of course it is about the money!"

Can you believe this is the arguement this morning?

So again I explained it isn't about the $$ or we would have never purchased if it were. It is about talking to other members after the fact and finding out their POLICY is not equal across the board. How come one person is made to jump through hoops for it (an extention), others just have to ask and some never get it? It just isn't good business IMO.

So he said "rather than debate what happened" which is gall considering I took his word for something to be fact when it wasn't. He referred me to DVC management and told me to express my displeasure.

God I wish I taped the call so I could relisten because I tend to rethink things after I am done and honestly he could not have blown me off more and called me a liar anymore indirectly of course.

God I really hate some sales people!

Now the next question is how important is a guide? Should we request a new one or do we just let it be and hopefully if we ever add on we just do the transaction? Also my sister is visiting HHI with me in Dec If she wants to buy I would really like to refer her to someone I feel comfortable with KWIM? So do I ask to switch or just realize we are personalities that clash...

 

[SimbaCub]

3DisneyNUTS,
If you think your sister might buy AND you don't want to deal with your current guide, then when management calls request a new guide. Don't be surprised if you have to explain why just be firm. I had been trying to reach mine and never received any calls when I was trying for an add on purchase--I had already had 1 add on through him so he knew I was interested in more points. I finally had enough and told MS I wanted a new guide and they countered with "Your guide said he called on such and such date at this number. . ." Well, I had the nasty little liar right there. . . I had moved the year prior and told MS this fact and they promptly changed my guide!! Anyway, be persistant and good luck!!

SimbaCub
VWL/SSR Nov/Dec 2004

 

[wtpclc]

Switch guides! It's not worth one more ounce of your frustration. When you speak to the manager, just tell him you want a new guide, or have one in mind. Judy Kaufmann was wonderful!

GOOD LUCK!

 

[Mr Poohbrain]

We took the tour at WDW in May, our guide called me for two weeks saying that I needed to call her right away if I wanted the deal that was offered during the tour. When we were there she said we had 3 days to decide, but called two weeks later saying this was our last chance.

We ended up buying at BCV through resale.

 

[ErinC]

3DisneyNuts, I can completely understand your frustration. Nothing like being lied to, and cheated out of $750. I know you say its not about the money and I understand, but $750 could buy a few park passes or several meals at WDW. I'm like you, I wouldn't expect my guide to remember everything because they deal with so many folks, but he sure seems as if he wants you to remember it a certain way. The whole situation just stinks and if I were you I would persue it with management.

Unless you are planning an add on or think that you'll need a guide in the future I wouldn't worry about changing. But if your sister plans to buy in, or you're going to have to have further dealings with this guide, than I would change. I changed our guide just before we bought in because my original guide was grating on me, I thought he was rude, and I just didn't want to give him a sale because he treated me like he didn't have the time of day for me. I did have to speak to a manager, and I just told them that he and I didn't communicate well, and I wanted someone else and they assigned me to Nick Tamberinno who I think is great. I have seen other people reference my first guide on this board and think he's great, so I guess it was just a personality issue. Best of luck to you, I hope it works out to your satisfaction.

 

[Luckymommyx2]

3DisneyNUTS, I would go ahead and switch guides. I was very uncomfortable with my first guide and when I was ready to purchase, I didn't want to deal with him again. Plus, I didn't want any promos or newsletters with his name on it. Thankfully I found a great new guide. I didn't have to go into a lot of details when I switched which was nice. Hang in there and good luck!

 

[gjw007]

3DisneyNUTS

Now the next question is how important is a guide? Should we request a new one or do we just let it be and hopefully if we ever add on we just do the transaction? Also my sister is visiting HHI with me in Dec If she wants to buy I would really like to refer her to someone I feel comfortable with KWIM? So do I ask to switch or just realize we are personalities that clash...

Switch guides. It doesn't make any difference why you are uncomfortable with an individual, it isn't worth sticking with someone that you are uncomfortable with. In the end, they are salespersons. Some are better than others.

I'm with the guide though that your complaint should be directed toward management. Your guide wll operate out of the instructions that he has been operating under. He will not change from a conversation with his customers on how he operates. If he is wrong, he will still operate that way. If he is right, he will still operate that way. My point is that if he believes that he is correct, your conversation will not correct the situation because he believes that he is doing what he is suppose to, so why change?. On the other hand, a conversation with management may result in changes. At the very least, management can touch up on customer relationships with the guide. From the sound of it, it is a managment problem because management has not made its policies clear to the sales force and have not implemented a standard response for its sales force when dealing with issues such as this. It is a quality issue for management to ensure that standard, consistent information and service is provided. So while it appears that your salesperson bears responsibility (your guide shouldn't lie to you, it appears he is doing a little CYB), management also is responsible. What management doesn't know, it can't correct. So you should speak with management about the issue.

 

[KelNottAt]

Sounds like the guide you're dealing with doesn't deserve commission on your sale. Switch so he isn't rewarded with money.

 

[kenziesmamaw]

I agree with everyone who says pursue this with management. We toured DVC on Thursday the week of Labor Day. I don't remembed the exact words of the conversation, but I do know that we were told we had 3 days to make a decision, but because our guide was off on Saturday and Sunday, we had til Monday when he left for the day.

I spoke with him on Monday morning to ask a couple of questions because I was still researching here and just wanted to be sure we made the right choice but didn't want to lose the incentive. He basically told me that as long as he knew we were seriously considering it we weren't going to lose the deal when he left the office on Monday. NOW, he didn't say we had an unlimited amount of time, but I do believe I could have called him on Tuesday and gotten the incentive.

I understand what you are saying about it not being the money, but the way people are treated. It would be about the money for me, though, because $750 is a lot of money! I would be furious to know that I spent $750 more than someone else just because I didn't ask the right question or hold out just long enough to get a deal.

Personally, I would not only talk to management, I would request some type of benefit for having been treated this way. The least they can do is comp some days or give you some park tickets for your next stay. Face it....they are making a fortune off of us...they can afford to make the wrong right.

Approach them from the standpoint that you know Disney's reputation and that they will want to work with you to deal with the problem.

 

[rinkwide]

Originally posted by manning
That must be why so many are itching to buy.

Moderator, please scratch that comment.

 

[Dean]

Talk to a manager, then once you've settled this issue, demand another guide. Also write a letter detailing your issues to the manager in charge of sales. I don't know who that currently is but I'm sure someone here does.

 

[3DisneyNUTS]

OMG I am shaking from being so nervous. I usually don't stand up for myself IRL and I just got off the phone with a DVC manager.

Ok here is the scoop, he went into how it was not extended for anything other than serious reasons (hurricane, family injury etc)or having trouble getting a hold of the guide. Like if you left voice mails for the guide and he was away or what have you. (They record those too guys lol)

So after I explained my position repeatedly because I was so nervous on how we were told it was never, then found out it was extended to friends, then it was never from our guide again yesterday and then today it went from never,to I did extend it, to yes we could have if I explained my intentions to him (which I did), then to you have to call a manager.

So basically the manager is going to talk it over to his managers. He will call me within seven days to have this rectified. He asked me what I wanted for compensation and I told him whatever in good faith to make up for this since I feel I was cheated. I explained that I was honest with our guide and I feel penalized because I was honest. Like our guide knew he had the sale and didn't bother to offer any courtesy even though I asked repeatedly for it.

So he suggested that we change guides. So he assigned the guide we toured with (different from our first contact guide) and he said that we have 50 years of dealing with our guide so he wants us to have a good relationship with him.

So we will see what comes of this. Honestly giving people $14K of your money should not be this hard!

 

[3DisneyNUTS]

Good idea Dean. I just got off the phone with one DVC manager. So we will see. I feel funny about all of this since I really honestly wish this did not have to be. I cannot believe it is bothering me this much. Honestly I feel like I have been "had" and I told the manager this.

Again you guys all know I have a background in sales and I always took the approach of giving people what they wanted and not overselling or pressuring. Anytime anyone ever had issue with anything of my product (I am a portrait photographer) whether it was the sales end or the camera end (ex...they hated what they chose to wear, didn't like a background) I would always want to do right by my customers. Sometimes if someone was completely dissatisfied (it happens) I would give them full refunds even if it was a loss to me. My rep would stay in great shape and not one client could ever say I was a scam or a ripoff.

I just feel like I was scammed and taken advantage of because I was honest KWIM? He knew there was a sale and he didn't bother to accomadate our situation. UGH!

I hope Dh is ok with all of this. The money might be more of the sore spot with him LOL I might have made another mistake admitting it is not about the $$ for me but the principle. It may be about the $$ for him LOL

 

[DiznEeyore]

3DisneyNuts, I feel your frustration!!

And I think you and I probably have the same guide.

Hope everything works out okay for you!!

 

[kweaver]

Steph -

I'm glad to hear that you received a call back from the manager in a timely manner. I was afraid they might drag it out. Did you give them our names and details of our situation? It sounds like he really listened to you and wants to make the situation right.

I hope they give you an appropriate amount of compensation. I know you were very nervous, but you had a great opportunity to ask for what you really wanted. Personally, I would have asked for a check for $750. However, I think park hoppers equaling that amount or 75 extra points to use whenever you want would be acceptable.

Good luck, and let us know what happens.

 

[3DisneyNUTS]

You know I thought of that. The extra points would be totally nice. But honestly I would be happy with the passes. This is the opportunity for DVC to do right by us. Any gesture in good faith that isn't ridiculous (like a food coupon LOL) will make it right. Dh is a little more angry than I was last night because our guide tried to make him feel like an idiot yesterday. Plus he thinks it should be the value of $750. We will see this will all affect my letter that I will send to the DVC heads when the matter is resolved. Plus my sister will also hear of all this too. So far I have not complained to anyone aside from Dis outright since I want to see how this gets handled.

edit ..........I mean I haven't been bad mouthing DVC to my family or friends. If it gets handled correctly I will have a good story to tell rather than a bad one KWIM?

 

[DIZNYFAN]

We toured in 98 and didn't buy until 01 and we were given the discount/incentive for our purchase. We toured and then called after our vacation about a week later in 01 to get it. Makes you wonder what happens in that case.

 

[MartinToronto]

It will be really interesting to see how Disney react

If they are really clever they would offer say $1000. Most people who work in large customer facing organisations will tell you that it is not the initial mistake that consumers remember over time - but how the company rectified it or not.

I bet if they gave you $1000 you would be an ambassador for DVC for ever - more sales for them for $250 more than they rightfully owe you anyway.