underwhelmed by MS

[dkostel]

I booked a one night res for some family, and they asked me to change it to the following week. I called MS and they didn't have a studio anywhere so they put me on the WL for BWV & SSR, with a note to cancel the first res if another came through and use those points. Yesterday I got a call that they had a room & asked if I wanted to borrow points to cover it. I explained that there should be a note to cancel the first res to cover the new one.
Today I called back because the reservation hadn't changed on the member site. After being on hold for 20 mins she informed me that the call wasn't because they had a room but to find out what points to use if a room came available. I know that isn't correct because I asked which room I'd be getting (BWV or SSR) and she said SSR. This morning she said she put me on the priority list, so I'm sure something will come up but I'm kinda miffed about the whole situation. I know people make mistakes, but they didn't admit it was a mistake.

Does this happen often? I guess I should have asked more questions on the first call but I was at work and didn't have a lot of time.

Oh well live & learn

 

[TisBit]

I would call and talk to a supervisor about the experience. They do record the calls and can go back and listen in to the call about this situation. Unfortunately, anywhere you call, the initial person you talk to is just making presumptions about previous calls, so you won't get very far. Good luck, maybe the computer just hasn't been updated and the room is still somewhere back with the waitlist people.

 

[eporter66]

Hmmm...

I would not hesitate to call again, and ask to speak to a supervisor if you are concerned.

I have had nothing but positive experiences with MS. And - for our vacation 3 years ago, my grandmother passed away a few days before our vacation. I called, and they were very accomodating. I was able to put the points in hold and reschedule the vacation for a few months later.

They have always been very helpful. Can't say I have had that long of a wait on the phone either? Must be quite busy these days.

Good luck with your issues, but if you are not satisfied with the Rep you are speaking with - I would ask for a supervisor.

 

[watwsj]

I am a fairly new member, and my experience with MS last week was very frustrating! I was dealing with transferred in points that I had banked as well as my own banked and current points. I was sure to carefully track the UY and month for all points being used.

Imagine my surprise when I was told that the Dec 09 points that I banked to Dec 10, had been made Dec 11 points. I realize that this is sometimes an issue for MS to track so I was patient until both the rep and the supervisor were fairly condescending about how I must have misunderstood the transactions.

After 45 minutes of my time, me providing the transferring member's information and my request to review the tapes from my previous calls, I finally received an apology. Now I'm still waiting for them to correct this issue bt am being told that my reservations are being "held" for me. Thankfully, all of my other interactions have been positive!

 

[disneynutz]

My experience recently has been that MS has improved compared to a couple of years ago. The more complex the transaction, the more chance for error.

Do yourself a favor and keep copies of all transactions and verify your reservations and accounts often.

Bill

 

[nifferearly]

While I usually have very positive experiences with MS, I experienced some of the same issues as PP with a points transfer. In fact, I received incorrect advice and transferred points based on it. It's not a huge deal, since I go enough to use them, but I won't be able to take advantage of the 11 mo window due to the use year.

I had a very helpful person help me straighten it out and I commented that I wished I could get her every time. She said that we are allowed to request specific cast members. Since then, I've been writing down names of the "good" ones to request in case I have complicated transactions.

 

[rondesj]

I try to ask for a supervisor the moment it get funky. I do not normally call back and ask for the supervisor. It is much easier to do it on the initial call as soon as it doesnt sound right.