The membership card dance ... direct v. resale...

[kboo]

We are resale purchasers who recently added on direct. My virtual membership card was already on my DVC account, but I wanted to get DH a physical blue membership card so he can access discounts without me, and he was never going to activate his own DVC account online. So I get on chat with MS, since the only option when I log into my account is to get one blue card for me. Here's a slightly paraphrased and edited account of how this went:

MS: (how can I help you)
kboo: I need to get physical membership cards for me and dh
MS: I see you are resale owners... you don't need to, just log on and get your virtual cards... not that you need to because you bought resale... (more passive aggressive, "I'm helping but not really helping" talk)
kboo: DH is not going to activate his own membership and. btw we are direct owners too and I'm trying to get the BLUE cards for both of us. And ps I am logged on to my account and see my blue card, and only my blue card...
MS: omg omg omg I'm so sorry I didn't see your blue card at first...
kboo: that's ok... how do I order cards for me and dh?
MS: omg omg omg I'm so sorry I didn't catch that you're a direct owner... didn't see your membership card... I have ordered blue cards for both of you... again, I'm so sorry for the misunderstanding...
kboo: that's ok... so I don't need to do anything else, just wait for cards to come in the mail?
MS: Yes, it should take 4-6 weeks. And again, I'm so sorry.
kboo: uh... that's fine
MS: anything else I can help you with? Again, so sorry about the mistake ...
kboo: uh... no, that was it ... have a good day!
MS: Thank you, and thank you for being so understanding ...
kboo: ...

 

[FireflyTrance]

 

[FireflyTrance]

Before I bought direct I also had several instances where I felt like a second class DVC citizen.

 

[wdw4rfam]

I just got my "blue" card, and it feels like it should be made out of gold. Can't wait to flash it in September and go up in the Epcot lounge, and better yet, we will be there for both events at AK. Mainly added direct to get the AP discount.

 

[kboo]

Before I bought direct I also had several instances where I felt like a second class DVC citizen.

I just couldn't get over how profuse the apologies were. I have to laugh, but also, at this point, if you are MS, how hard is it to just be polite and helpful? You can be neutrally polite and helpful; you don't have to sit there and be nasty passive-aggressive, and then apologize to the point where *I* felt embarrassed. I hope this CM learned her lesson and treats other chats more politely.

 

[CarolMN]

I just couldn't get over how profuse the apologies were. I have to laugh, but also, at this point, if you are MS, how hard is it to just be polite and helpful? You can be neutrally polite and helpful; you don't have to sit there and be nasty passive-aggressive, and then apologize to the point where *I* felt embarrassed. I hope this CM learned her lesson and treats other chats more politely.

She was probably worried that you would call or email or complete the survey complaining about her. Feedback is an important component of CM evaluations.

Agree with you -it almost always turns out better for a call center rep to just be polite and respectful to everyone. (Sometimes that's very hard - many would not believe how horrible some people get when they don't get what they want. I had to deal with a lot of those).

 

[DduzDis]

She was probably worried that you would call or email or complete the survey complaining about her. Feedback is an important component of CM evaluations.

Agree with you -it almost always turns out better for a call center rep to just be polite and respectful to everyone. (Sometimes that's very hard - many would not believe how horrible some people get when they don't get what they want. I had to deal with a lot of those).

Probably even more so since it was chat and you could print the conversation. It is amazing the difference that blue color makes when dealing with MS. I should have done the chat thing too. Didn't even think about it. I called MA to get DW an account activated and linked to mine (that she will likely never use). Lol

 

[disneynutz]

It will be interesting to see if DH gets his card. MS has told us that due to security policies, he would need to activate his account access to order a card.

Bill

 

[DduzDis]

It will be interesting to see if DH gets his card. MS has told us that due to security policies, he would need to activate his account access to order a card.

Bill

As the 'primary purchaser' (their terminology), I was able to do all of the account activation on behalf of my wife. She never spoke with anyone in MS/MA to get her Club ID or Activation Code. I suppose it could be a similar thing for requesting a card?

 

[kboo]

As the 'primary purchaser' (their terminology), I was able to do all of the account activation on behalf of my wife. She never spoke with anyone in MS/MA to get her Club ID or Activation Code. I suppose it could be a similar thing for requesting a card?

We'll see - we have just under 100 days before our next trip; I just need to have them by then so we can get our gold APs and TiW, and get our discounts for the inevitable princess gear. (Elena of Avalor dress already bought at deep discount, hiding in my closet)