Trouble with guide

[wendy774]

We are in the process of buying from Disney. We ended up w/2 different guides because the first one wasn't there when we went back to do our paperwork. Well, once we got home we decided to make changes to our purchase. We have been having difficulty getting ahold of either guide and then after we finally talked to one, it has been almost a week and no new paperwork. We even made sure to give them a physical address they could fedex the paperwork to. I was just wondering if anyone/everyone else has this much trouble. Our guides only work Thursday-Sunday and when we leave a message they don't call until almost Saturday. Just don't know if we need to complain yet. They have had our money for 3 weeks and we are getting frustrated.

Wendy

 

[stefanospops]

I just bought a week ago. My guide is off usually Tuesday/Wednesday. He has always been prompt to return calls or a quick email upon his return. You can try just calling the Quality Assurance team and they can follow up as well. I am sure they can put you onto someone who can help out immediately.

 

[tay72699]

We have been having the same problem, although we did an add-on while on a 3 night cruise. We decided to change to BLT after getting home and it took over a week for the cruise guide to get back with me. Finally spoke with him yesterday and he was going to rewrite the contract and get it to us within 3-5 days -- let's see if it really happens that fast. During the week I tried contacting our main guide and it took 4 days before we got a call back from him, but he couldn't do anything since this was done on a cruise and we would have lost our cruise incentives. I have contacted Quality Assurance during this time and they have been great --they did get me through to a guide that was immediately available, but again he could not make changes to the contract as it was from the cruise. I would contact Quality Assurance.

 

[icydog]

This makes me crazy. After being in sales/marketing for 20+ years it amazes me how cavalier some sales reps are with new sales.

It would be just as easy for you to pull your contract since no one has contacted you. If you tried that you would have a sales rep on the phone in 5 minutes. Then he/she would have a lot of explaining to do. So silly not to contact folks in a timely fashion when so much money is involved. I would call the number you have and press 0 and ask for a manager. He/she will get things moving and a few heads rolling as well.

 

[wendy774]

When you say quality assurance, do you mean member services. I got that number from the dvc member web site. If it is a different #, can you give it to me?

 

[tay72699]

The Quality Assurance # would have been included with the contract. It is on the checklist and on other various pages throughout the contract. We also received a letter with the Quality Assurance # on it to call once we receive our contract.

 

[Modeltrf]

I bought in March of 09 while on a trip with my family. At the time we bought we were unsure if we wanted the cruise or the points so we went with the points. After my DW and I discussed it we realized we wanted the cruise. I left many, many messages with my guide but he rarely returned my call. After four weeks of no return phone calls I called quality assurance who connected me with another guide. I was told my guide was out sick and she could only do so much. She sent me an email with some info and an assurance that the Director of Sales would contact me within the next 2 days. Well, 2 more weeks went by and still no call from anyone! The email contained the name and phone number of the Director who was supposed to call me so I called her and left a message. The Director called me back and acted as if she had no knowledge she was supposed to contact me. I am unsure how that is possible because she was in the to list of my original email.

All the while I am thinking...Does Disney want my money? If this is how they treat me when I am buying from them how will they treat me when they have my money. I paid cash for the entire thing so it wasn't an issue with financing! A close friend of mine (who is a long time DVC Member) told me to hang in there. So I waited to see what the Director would do.

The Director called me again and apologized many times. She said there was some miscommunication between the guides, the managers and her. She asked me to try again and gave me yet another guide. He has been terrific! Phone calls and emails returned within one day. All paperwork and such arrived and processed as specified. He even made several calls to me during the process 'just to check in'. They offered me a number of freebies which I declined. I didn't want them to think I was trying to get something out of them...Oh, wait I was...I was trying to buy into DVC using 100% cash!

It's unfortunate that Disney doesn't realize how some of the DVC employees are representing their company.

Wendy774,
All things considered and put into balance....I wouldn't change my decision to buy into DVC. Hang in there...some awesome vacations are just a few poorly motivated employees away!

 

[jgazda]

I have been waiting almost a week for our new guide to get back to me to attempt to add on 125 points. We ended up with her because they laid off our other guide who we LOVED and she always got back to us quickly. Drives me nuts that they got rid of someone so amazing and kept someone that can't return calls. Grrrrr!

 

[wendy774]

Thanks for the help everyone. My DH called qualilty assurance yest. and low and behold our guide called us w/in an hour. We e-mailed him a list of what we wanted to do and now we'll see how that goes. We are keeping our fingers crossed.

 

[rentayenta]

We bought DVC and the paperwork made it home before we did. I am glad your guide got back to you.

 

[disneynutz]

To obtain a new Guide, call (800) 800-9100 and ask to speak to a Manager because you want a new Guide.

If you need Quality Assurance, call your Guides phone number and when you get the recording, dial "0" and you will be transfered to QA.

 

[ncsbracergp94]

Hmm.. I'm somewhat surprised. While we did buy and completed all of the paperwork while we were down in Disney on vacation every time that I have called my guide he has promptly returned my phone calls either same day or next day (sometimes I call later in the afternoon) I would ask to have a new guide assigned to you. This isn't a used car dealership here.

 

[disneynutz]

Hmm.. I'm somewhat surprised. While we did buy and completed all of the paperwork while we were down in Disney on vacation every time that I have called my guide he has promptly returned my phone calls either same day or next day (sometimes I call later in the afternoon) I would ask to have a new guide assigned to you. This isn't a used car dealership here.

Some Guides are on rotation and may be working out of state or assigned to DCL. Others are overwhelmed with the increased work load due to the webcast and all of the folks who called on the 15th to buy before the incentives changed.

I'm not making excuses for them, I just wanted you to consider that there may be a reason for the delayed call back.