Strange phone call from WDW today!

[Simba's Mom]

This morning I got a phone call from someone at WDW saying that "Someone will call you soon regarding your recent letter." Since I recently sent 2 letters of complaint about my recent stay at VWL, one to WL, one to DVC, both slightly different, I asked her "Which one is this, the one to WL?" (since I'd been called on the one to DVC). She said she didn't know what letter, but that I would be called "soon". Now I'm puzzled, don't know who she was or what she meant by "soon". Has this happened to anyone before?

 

[Granny]

I haven't had this happen, but you must have rattled some cages with those letters....way to go!

I recall your recent post indicating you had talked to the front desk manager at VWL and had a good conversation. Now someone else wants to talk to you. Like I said, you must have gotten someone's attention.

 

[lawgs]

u mean i might be getting a phone call too simba's mom...

smilawgs....

 

[Towncrier]

We had some constructive criticism of the Hilton Head resort after we stayed there for a couple of nights in 1999. Shortly after returning home, my wife got a phone call and spent half an hour explaining what it was about HH that disappointed us. We dropped by HH a couple of years later just to stroll around (we were staying at a fleabag motel in Hardeeville). We were surprised that some of our complaints had been addressed.

So I know that DVC listens. And as a DVC member I appreciate that very much. Let us know how the phonecall goes.

 

[JudithM]

Simba's Mom, keep us posted - this is like reading a mystery book . I wonder where this CM works.

Lawgs, did you email Jackie at DVC?

 

[lawgs]

judith M...

twice now

the first time they could not read the .doc attachment to the email ( the original letter to rilous)

second time i just copied and pasted the "letter" to an email which i sent to jackie....

she replied saying the "letter" has been forwarded...


Thank you for your e-mail. We have forward your concerns to THE VILLAS AT
DISNEY'S WILDERNESS LODGE for review and you should be hearing from someone
soon.


so now the letter is under review at WL.....

so we still sit, patiently waiting .....

 

[Hilary]

I e-mailed someone (?) at WDW in the winter when they stopped the Early Entry programme for on-site guests, and received the same kind of phone call that you had, Simba's Mom.

Sure enough, I then received the follow-up call a couple of weeks later when the WDW representative listened patiently to my concerns and made sympathetic noises in all the right places. (However, EE is still on hold )

 

[Tagrel]

I sent off an email complaining about August hours not being posted until July 1st. Received a call a couple weeks later and spent at least 20 - 25 minutes talking to someone in the WDW offices about my concerns, disappointments, etc.

He finished off the conversation by giving me his full name, direct phone number and asked me to call back after our August trip to let him know my impressions!

I intend to do just that. This will be our first trip without EE, and missing those slightly cooler morning hours before the crowds arrive. I want to see how it compares to earlier trips and get back to him with as honest a report as I can. (both good and bad)

It is great that both DVC and WDW listen to our concerns!

 

[Mickbee]

Simba's Mom,

I am curious; Did you start a thread regarding your issue at VWL? I would be interested in knowing the issues you encountered. If you would care to share and haven't started a thread nor want to, please feel free to PM or email me.

We recently returned from a trip at VWL and received horrid treatment upon check-in. It was obviously a big concern of WL at the time because we were called daily to discuss the incident with several different managers. Not something to help add the fun factor to the vacation! Talk about picking at a wound.

At the request of a manager, we completed a statement of witness. I faxed the info to her along with a letter expressing our concerns and issues. I followed up with a phone call to ensure she received the fax but she seemed disinterested upon receipt and simply said let us know when you will be back. So I am puzzled as to where we go from here.

I would be interested in following up this issue with DVC. If you wouldn't mind sharing the address and contact information that you sent the info to DVC, it would be much appreciated.

We never complaint to management about issue, but this was worthy. So much so, that we contemplated selling.

Curious to see the results...


Thanks for the info and as always, ENJOY!

 

[lawgs]

mickbee...

judithm has a contact address for disney member satisfaction ....maybe she will post the address here for you...although i think it is just the DVC member services but the attention of a particular individual....

we too are awaiting a reply from "disney" with regard to a concern from our trip to VWL last december ( although we did not pursue it with a letter until we read simba's mom post )

here is the url for the thread that simba's mom posted


http://www.disboards.com/showthread.php?s=&threadid=221452

an additional thread is...

http://www.disboards.com/showthread.php?s=&threadid=233402

 

[ncligs]

Read this thread on the Resort forum........it may help also.

http://www.disboards.com/showthread.php?s=&threadid=234356

 

[Mickbee]

Thanks for the info all!!

Has Disney done anything to resolve any of the issues for the individual that encountered them? I am hearing that people have gone a while without hearing or that it was determined not to be an issue to Disney.

I am not trying to ask if they give free things to those who complain, rather what do they do to rectify the actions that could potentially ruin someone's vacation.

I couldn't help to think "What if this was our first trip home?". It would crush someone. We love VWL and have logged 26 days this year so far. We intend to continue to return and will maintain the mindset that this was a one time issue.

Sometimes a simple "sorry" does not make up for it.

I don't expect a higher level of treatment than a cash paying customer. We want all to have an equal level. I would just like to see a level of Disney customer service that we have become accustomed to for 26+ years. Hence a reason for investing much $$ into DVC.

Side issue: When we were checking in and ran into our wonderfully rude CM, the guest at the station next to us was receiving a free dinner voucher for Artist Point. I couldn't help but over hear the reason. The issue was, they had four people but the room they were assigned only had a king sized bed. There weren't any more rooms so they had to move them to the Boardwalk. As a gesture for there inconvenience, they were given dinner for their party at Artist Point. These folks were staying in WL, not the villas. They received this perk because they were inconvenienced on the spot. Do cash paying customers receive higher levels of treatment than DVC members? Hmmm. This day it did. Though management did say "Sorry", they never extended any offer. Again, not that we expected anything, but it was rather odd.

Sorry for carrying on... I hate complaining and rarely do.. This was a bad for us to experience... I hope they did the right thing with the CM.

 

[JudithM]

Keep in mind that if DVC gives a member something "for free," then it is propbably coming out of our dues. Somebody has to pay for the "freebie ")."

 

[JudithM]

Several DVC members have asked recently about where to write, to whom to write about pros & cons of DVC. In the Winter 2001 (vol. 10, no. 4) "Vacation Magic" on page 3 at the bottom, it states:

"If you have comments about Member Services or a recent stay, please contact our Member Satisfaction Manager, Jackie Lueders, by calling 800-800-9800, sending an email to members@disneyvacationclub.com (subject: ATTN JACKIE LUEDERS), or write to:

Disney Vacation Club
Attn: Jackie Lueders
200 Celebration Place
Celebration, FL 34747"

I cannot stress enought that DVC CMs DO CARE about what we think, how we feel, our suggestions/comments, etc.

 

[Mickbee]

Judith,

I do agree about it coming out of our dues. Funny thing is, the rude dude behind the desk is coming out of them tooo... Grrrr


Food for thought:

If we were staying in the Villas on cash and encountered the same problem and a "freebie" was issued, it certainly should not come from our dues. We share the same rude CM and screw ups of the WL therefore there shouldn't be a seperation in service they provide or an increase in dues. The issue that I saw happen next to me at the desk was extended to the customers without them saying a word. The manager could not do enough for them. So you could image how I felt standing there getting kicked in the teeth by this Bozo with his big nugget ring.


Thank you for providing the DVC contact info. I will follwo up Monday.

When we returned, I told myself I was not going to do this.

 

[JudithM]

Originally posted by Mickbee
Judith,

I do agree about it coming out of our dues. Funny thing is, the rude dude behind the desk is coming out of them tooo... Grrrr

I agree. There is a part of the DVC budget that includes front desk. I own at OKW, so I am not as familiar with the DVC resorts who share front desk (& other) services with another resort. In other words, I don't know how the cost is split.

Originally posted by Mickbee
Thank you for providing the DVC contact info. I will follow up Monday.

When we returned, I told myself I was not going to do this.

As a DVC member &/or a WDW guest, you should speak up! CMs won't know what is good & what is not so good if members & guests don't speak up. I encourage you & others to contact DVC with both positive & not so positive comments/observations, etc. From my experiences, I know CMs in management DO listen (& some DO read this bb!).

 

[baileybrad]

Could you please explain what changes were adopted at HH DVC as a result of your conversation with management?