Unhappy with Member Services

[lovinpoohbear]

I am a new DVC member and had a response from member services that I am unhappy with. I called today and was inquiring about availablility about a 2011 cruise. I was told that in order to know if there was availibility in the category that I prefer, I needed to be ready with my cc to pay the $90 exchange fee
I stated that I wanted info regarding two particular cruises and needed to speak to my husband before committing to anything.
The MS rep stated that this is not customary and that the rules are that the DVC member needs to commit to a cruise and only call member services to actually book.
I explained that I wanted to know how much it would be to pay out of pocket for the children because I did not see that on the DVC site.
She let out a loud impatient sigh and in a cold voice told me how much the out of pocket fee would be.
She was so rude with the tone she was speaking to me.
I cannot get over it!
Is this info true regarding booking a cruise on points?

 

[lovinpoohbear]

I wanted to correct myself, I meant I was unhappy with this particular rep from member services.
Even if these are the rules regarding booking a cruise on points, there is no reason to be rude to an inquiry.
I booked my 1st DVC stay (leaving in a few weeks!) and found member service reps to be very nice and helpful.

 

[princessfionasmom]

I have no idea about the cruise, but I am so sorry that you had to deal with that. I have been very lucky and always have had great customer service with MS. There are some great reps in there who really are very helpful, maybe call back and see if you get someone more helpful????? Good luck!

 

[cvjw]

I inquired about a cruise a month or so ago, and got the most helpful CM. She checked availability, told me how many points for the various room types, and how much my kids would be if we paid out of pocket. She only mentioned the $95 fee when telling me the prices of paying cash for the kids. I think you just got an unhelpful CM - I got one of those myself yesterday. Just hang up and call back to get someone better.

 

[jlewisinsyr]

Normally, I'd just say, hang up and call back, but considering the mood I am in right now, I probably would have torn into her and probably make her cry. In the customer service world, the employees problems are not the customers, the customer is the focus!

 

[KAT4DISNEY]

Considering that some people don't have internet access and most members haven't received 2011 information - no, what you were told is incorrect.

I'm sorry that you received either such a poor CM or one that was having a bad day. The two best options would be to politely ask to speak to their supervisor or else hang up and call again, depending on how you wished to respond.

 

[Deb & Bill]

Normally, I'd just say, hang up and call back, but considering the mood I am in right now, I probably would have torn into her and probably make her cry. ...

But that wouldn't have really accomplished much, would it? Why not just do as a PP said and ask to speak to the supervisor or call another time?

 

[LIFERBABE]

Sounds like you got the same CM I had yesterday morning.

She was impatient with me from the start because I wanted to check availability on a Villa I did not have enough available points for. Well, I have several memberships, and reservations where if available, I could free up the points and make the reservation happen.

Im not cancelling or even considering a transfer until I at least check availability first. It's their stupid system, not mine

Maybe when they get online booking, we wont have to call them for everything, but until then they need to be more helpful.

Most are, but there are a few that I know are going to be a PITA before I even verify my email address

Love Gigi When she answers, I am thrilled!

 

[hockeymom944]

The MS rep was incorrect in what she told you. I booked a 2011 cruise in February and did the same thing you did. I called to get my points price and my cash price for different categories. Then I talked to my husband and called back a week later to actually book. It was only when I made an actual reservation did I need to pay the $95. This was the second time I have booked a cruise through DVc and the last one went the same way. BTW-Both MS reps who helped me in February were very helpful and answered all my questions. I think you just got a bad MS rep...
I also find it odd that she would want to charge you the booking fee just to get info. The point charts for 2011 are in a range for most categories. You have to call MS to find out the points cost for the particular category you want.

 

[CarolAnnC]

Member Services should be able to quote you points and cash prices for various cruises and categories. If you get to actually wanting to book, then they need to call over to DCL to get availability, staterooms that may or may not be available, etc.

I know they will not call over to DCL until you are ready to book, though. So for example, if you are asking if a particular stateroom is open on a particular cruise, then that is something they won't typically call over and find out for you since the information can change in a moment if someone else books in the meantime.

That being said, there is never any need for being rude, so I hope it was a case of miscommunication and not a purposely rude CM.

 

[Crystal_27]

When DH and I were deciding on cruises, we found that everyone we spoke to at MS (and we called a couple different times) couldn't have been more helpful in explaining cash prices for additional passengers or just the general process of what we would need to do with our points in order to get a specific cruise. Also, when we called, we were never asked to pay a fee (that's totally silly that you were asked that especially given that, once you book, if you make any changes to your trip, you have to pay another fee). Sounds like the CM that you were dealing with was having an off day (it happens to the best of us...). Try and call back today and hopefully you get will someone else who will be helpful.

 

[rock_doctor]

There actually have been a ton of posts about calling Disney reservations in general. Some speculate that they may be working on commission and if that was the case that would be why she/he was helpful upfront and then cold once you said you had to discuss it with somebody else.

 

[disneynutz]

Consider the MS Advisor's as our employees. They work for the members and they are paid through our dues.

You should record the name of of each Advisor that you deal with and if you get an exceptional Advisor or one that needs additional training, send a email to the Member Satisfaction Team at dvcmembersatisfactionteam@disneyvacationclub.com

Bill

 

[Chuck S]

There actually have been a ton of posts about calling Disney reservations in general. Some speculate that they may be working on commission and if that was the case that would be why she/he was helpful upfront and then cold once you said you had to discuss it with somebody else.

The OP called DVC Member Services, not Disney reservations. Member Services can not possibly work on commission, as they book mostly point reservations, and the points have no actual value. They are paid for whether we use them or not.

 

[jlewisinsyr]

But that wouldn't have really accomplished much, would it? Why not just do as a PP said and ask to speak to the supervisor or call another time?

I didn't say it would, I was just in a really bad mood at that point, and I have a poor tolerance to bad customer service normally (I have no issues calling people out on it either). I also said, normally I'd just hang up and call again, but I guess you missed that part!

 

[Sammie]

They are not paid commissions for bookings but there is pressure to turn over calls and as quickly as possible.

 

[zmanandshan]

I didn't say it would, I was just in a really bad mood at that point, and I have a poor tolerance to bad customer service normally (I have no issues calling people out on it either). I also said, normally I'd just hang up and call again, but I guess you missed that part!

Poor customer service is unacceptable. But is it really ok to try to make someone cry because you are in a bad mood? I agree with Bill, take down her name, report it to the member satisfaction team. You never know, maybe the rep was having a bad day too. Not to say it is right to take it out on customers, but we are all human. I'm a new member and called about 5 times last week, and everyone was really polite and helpful.

 

[sssteele]

In almost 8 years of DVC ownership I have never dealt with a rude or curt Member Services agent when making reservations or inquiries. I probably call about ten times a year. I do remember one woman who was very blase, just going through the motions, if you know what I mean. The rest have been exemplary - friendly, helpful, and very personal. I know my time is running out, and sooner or later I will have to deal with someone who is less than pleasant. I guess my "gameplan" will be to "kill them with kindness". It's amazing how, sometimes, if you don't respond in kind they seem to have an "attitude adjustment". That's been my experience in many situations. It takes a lot of self-discipline, but it's often worth the extra effort.

 

[Vickis3js]

I had someone at MS the other day have my so confused I almost cried. We did an add on while at WDW and wanted to upgrade the room I have booked for Dec with extra points on my initial contract that we had thought we needed to save. He kept telling me I couldn't because I didn't have enough points and couldn't use the SSR, my addon points, at AKL yet. I swear I told him a million times I was useing my AKL points and nothing I said would get himn to understand. I finally just said thanks and hung up. I knew what I wanted to do but he was getting aggitated with me and had me so confused that I thought I was somehow wrong. Took the rest of the day to figure it out and then called back the next morning and spoke to someone who said you are correct and even with the upgrade you still have X amount of points leftover in your 2010 contract.

So definatly just hang up and call back your bound to find someone much nicer and more willing to work with you.