Updated with an Acceptable Resolution !! Still no answer from Member Satisfaction!

[JandD Mom]

Hello all,

On December 6, 2006 I posted that Carli D'Agostino was no longer with Member Satisfaction, and that I had spoken to Brianna about some issues we had with a recent stay (I posted about those issues previously and so I don't want to get into it on this thread). I was told they would look into it, but would get back to me within a few days. They reminded me that MS was closing early that day for an "event" and that they would be back to me.

I never heard from them, so right before the holidays I sent an email indicating I was expecting a response. I still have heard nothing.

At this point I think it's unacceptable that "member satisfaction" would just blow off a member. Does anyone know who I can call who is "further up the food chain" about the lack of response?

Thanks!

 

[KristiKelly]

It took about a month for someone to get back to me. I sent an e-mail regarding our late Sept trip and someone called me directly at home. The # along with the name Lake Buena Vista... showed up on our caller ID. Give it a couple more weeks maybe they've been really busy with the Christmas season and all.

 

[dumbo71]

You got the proverbial DVC brush off.

What were they "looking into" that would take so much time to get back to you?

My latest attempt to get a call back from DVC took over 6 weeks and three follow up calls.

You need to keep squeaking to get the grease with DVC. One time should suffice but sadly that is not how it works in many cases.

Good luck.

 

[3DisneyKids]

It seems like most folks who post here wait about 4 weeks or so to get a response. Not sure why this is. Perhaps it is because there is only one member satisfaction CM for 100,00+ members?!? I agree--it is too long and they should try to improve this aspect of DVC.

 

[RobDoc]

Part of the reason for the delay is the research involved to find out what is known of the complaint. Was it reported while the guest was still at WDW? Which CMs were involved? What, if any, action was taken in immediate response to the guest complaint at the resort?

This can take awhile, especially when CMs are not readily available on a daily basis and the research may need to filter down thru the layers of supervisors and managers involved. Once Member Satisfaction has an understanding of the whole issue - from the staff side - they can then respond better to the guest.

I would not define this as a brush-off , but more of an attempt to provide a thorough response to the complaint.

I would still expect a response but would also write a follow-up letter (snail mail) to the attention of Jim Lewis at DVC in Celebration.

 

[JandD Mom]

Part of the reason for the delay is the research involved to find out what is known of the complaint. Was it reported while the guest was still at WDW? Which CMs were involved? What, if any, action was taken in immediate response to the guest complaint at the resort?

This can take awhile, especially when CMs are not readily available on a daily basis and the research may need to filter down thru the layers of supervisors and managers involved. Once Member Satisfaction has an understanding of the whole issue - from the staff side - they can then respond better to the guest.

I would not define this as a brush-off , but more of an attempt to provide a thorough response to the complaint.

I would still expect a response but would also write a follow-up letter (snail mail) to the attention of Jim Lewis at DVC in Celebration.

THanks Doc. Yes, the complaint was made while still in the resort, involving 2front desk CMs and ultimately the Boardwalk manager DJ, and apparently, Lou the manager of the bell staff. The attempts to solve the problem were inadequate, and when I tried further follow up with DJ I was never able to get him.

What annoys me most of all is that Brianna actually took my call, and led me to believe I would be hearing back from her or "John" within a few days.

I guess I will try Jim Lewis next. Does anyone have a direct address for him?

Would there be any need to involve the resort management (at the Boardwalk) as well?

 

[Dean]

I'd send an email then follow up with a phone call within a week if you haven't heard from them.

 

[diznyfanatic]

Part of the reason for the delay is the research involved to find out what is known of the complaint. Was it reported while the guest was still at WDW? Which CMs were involved? What, if any, action was taken in immediate response to the guest complaint at the resort?

This can take awhile, especially when CMs are not readily available on a daily basis and the research may need to filter down thru the layers of supervisors and managers involved. Once Member Satisfaction has an understanding of the whole issue - from the staff side - they can then respond better to the guest.

I would not define this as a brush-off , but more of an attempt to provide a thorough response to the complaint.

I would still expect a response but would also write a follow-up letter (snail mail) to the attention of Jim Lewis at DVC in Celebration.

While I agree that some situations may, on rare occasions, require nearly a month to thoroughly investigate a complaint, what should have been done if that was the case was at least a phone call or an email letting the OP know that someone was still working on it and been given an update along with a new follow up date.

Now the original problem the OP had is further fanned by the lack of response. I assume that isn't the outcome that Disney would have hoped for either.

As an aside, I find it an interesting phenomenon that despite the advent of the internet where complaints and bad PR can globally spread like wildfire, that customer service in general everywhere has gotten worse instead of better.

 

[JandD Mom]

As an aside, I find it an interesting phenomenon that despite the advent of the internet where complaints and bad PR can globally spread like wildfire, that customer service in general everywhere has gotten worse instead of better.

I agree 100%. And Disney is not even on the top 10 list of the worst offenders!

 

[bicker]

Something to consider: What if the investigation of the OP's complaint leads to a conclusion that there isn't sufficient evidence to support the OP's claim, and that DVC decides that therefore nothing should be done. What response would "work best" in that case?

As an aside, I find it an interesting phenomenon that despite the advent of the internet where complaints and bad PR can globally spread like wildfire, that customer service in general everywhere has gotten worse instead of better.

I think the Internet can actually be blamed for a good portion of the degradation in customer service: Folks spread word about how to exploit and abuse service providers on the Internet, causing those service providers to have to take a much more hard-line (i.e., less customer satisfactory) approach to responding to claims. It's is pretty clear that Disney's vaunted "guest recovery" was substantially gutted due to the fact that "word got out" about how to "work the system" to get the most out of "guest recovery", warranted or not.

Beyond that, given how much the Internet has been used/abused to spread exaggerated claims of bad customer service, I think most folks are innured to it at this point. "Oh it's another complaint, big deal." Many people who do regard complaints on the Internet with merit tend to just ping-pong from one service provider to another anyway, so whether they're blown in the wind by online complaints or by other factors (see below) it doesn't seem to make much of a difference.

Regardless, the general degradation in service quality in our society is principally due to how patrons make their purchasing decisions. Too many people choose their providers based principally on price. Very few people are willing to pay more to get more, despite protestations to that effect.

 

[jakenjess]

I think the Internet can actually be blamed for a good portion of the degradation in customer service: Folks spread word about how to exploit and abuse service providers on the Internet, causing those service providers to have to take a much more hard-line (i.e., less customer satisfactory) approach to responding to claims. It's is pretty clear that Disney's vaunted "guest recovery" was substantially gutted due to the fact that "word got out" about how to "work the system" to get the most out of "guest recovery", warranted or not.

Beyond that, given how much the Internet has been used/abused to spread exaggerated claims of bad customer service, I think most folks are innured to it at this point. "Oh it's another complaint, big deal." Many people who do regard complaints on the Internet with merit tend to just ping-pong from one service provider to another anyway, so whether they're blown in the wind by online complaints or by other factors (see below) it doesn't seem to make much of a difference.

Regardless, the general degradation in service quality in our society is principally due to how patrons make their purchasing decisions. Too many people choose their providers based principally on price. Very few people are willing to pay more to get more, despite protestations to that effect.

I agree totally. I have seen so many times where people come back from trips disappointed because they didn't get this or that bit of magic or pixie dust they they had read about from others on various boards. The extras that were just a wonderful bonus are now expected by some, I'm sure not the majority, but enough that it's probably a frustration for customer services CMs to deal with.

 

[JandD Mom]

Something to consider: What if the investigation of the OP's complaint leads to a conclusion that there isn't sufficient evidence to support the OP's claim, and that DVC decides that therefore nothing should be done. What response would "work best" in that case?

To answer your question, there is no possible way that there would be any conclusion that my claim isn't supported. However, the result may possibly be "you are correct but we can't do anything about it." Which is what I have gotten up to this point. Nevertheless, if that's the answer, it should be communicated.

I am in business and on occasion have to tell my clients things they don't want to hear. I acknowledge to them that I am telling them what they don't want to hear and I give them reasons why it's necessary to give them "bad news." THat's life. People may not be happy, but I found 90% of the time they respect you for getting back to them and letting them know.

I feel the same about DVC. Sometimes they are going to tell us what we don't want to hear, but they need to communicate it anyway. I have found that clients/customers want acknowledgement that they are being listened to and not ignored. I would expect DVC to understand that.

 

[bicker]

To answer your question, there is no possible way that there would be any conclusion that my claim isn't supported.

Well, that wasn't really the question...

However, the result may possibly be "you are correct but we can't do anything about it." Which is what I have gotten up to this point. Nevertheless, if that's the answer, it should be communicated.

Well, going with the assumption that there is a fundamental disagreement about the facts, I suspect you can better understand why they may elect to say nothing. Of course, they could just be bogged down with backlog from the holidays, and will eventually get to this, but if I were faced with a similar situation, I would leave open the possibility that they simply don't agree with my assessment.

I am in business and on occasion have to tell my clients things they don't want to hear.

There is no question that there are different scenarios in business. Indeed, the biggest distinction, which may be relevant to this situation, is mass-market versus client-server. The mass-market behaves a lot less rationally than clients.

 

[RobDoc]

THanks Doc. Yes, the complaint was made while still in the resort, involving 2front desk CMs and ultimately the Boardwalk manager DJ, and apparently, Lou the manager of the bell staff. The attempts to solve the problem were inadequate, and when I tried further follow up with DJ I was never able to get him.

What annoys me most of all is that Brianna actually took my call, and led me to believe I would be hearing back from her or "John" within a few days.

I guess I will try Jim Lewis next. Does anyone have a direct address for him?

Would there be any need to involve the resort management (at the Boardwalk) as well?

It sounds as though there may be several CMs involved with this. I'm sure they are looking thru any documentation made by those CMs at the time of the issue.

As for involving resort management, if it was a problem specifically involving service at that resort, I would definitely contact the resort manager (it looks like you have already gone that route though?).

You can write to Jim Lewis at:


Disney Vacation Club
Attn: Jim Lewis
200 Celebration Place
Celebration, FL 34747

Regardless what issues are involved with this, you do deserve the courtesy of a response. I'm still confident that will happen, but it can't hurt to continue up the chain of command until you get some response.

Good luck!

 

[DisDaydreamer]

Well, that wasn't really the question... Well, going with the assumption that there is a fundamental disagreement about the facts, I suspect you can better understand why they may elect to say nothing.

Electing to not respond is not acceptable.

 

[DisDaydreamer]

To answer your question, there is no possible way that there would be any conclusion that my claim isn't supported. However, the result may possibly be "you are correct but we can't do anything about it." Which is what I have gotten up to this point. Nevertheless, if that's the answer, it should be communicated.

I am in business and on occasion have to tell my clients things they don't want to hear. I acknowledge to them that I am telling them what they don't want to hear and I give them reasons why it's necessary to give them "bad news." THat's life. People may not be happy, but I found 90% of the time they respect you for getting back to them and letting them know.

I feel the same about DVC. Sometimes they are going to tell us what we don't want to hear, but they need to communicate it anyway. I have found that clients/customers want acknowledgement that they are being listened to and not ignored. I would expect DVC to understand that.

Very well said... and correct in every respect.

 

[diznyfanatic]

Regardless, the general degradation in service quality in our society is principally due to how patrons make their purchasing decisions. Too many people choose their providers based principally on price. Very few people are willing to pay more to get more, despite protestations to that effect.

I totally agree. We have definitely become a Walmart society where price is the only consideration and service is secondary or non-existant. Our dollars speak much more loudly than our protestations.

A classic example of "Be careful what you wish for" if there ever was one.

 

[bicker]

Electing to not respond is not acceptable.

Well, that depends. Each of us can make our own decision as to whether we feel it is acceptable to us or not, and of course the supplier can make their own decision as to whether they feel it is acceptable to them. However, as diznyfanatic alluded to above, saying that you feel it is unacceptable is one thing, but (1) actually behaving consistent with such standards is another, and (2) one of a minority of consumers behaving that way doesn't amount to much. The general public talks big, but generally doesn't act in accordance with such sentiments, and all of us, even those of us who do have such standards, and are willing to pay more to get more/better, suffer as a result.

 

[DisDaydreamer]

Well, that depends. Each of us can make our own decision as to whether we feel it is acceptable to us or not, and of course the supplier can make their own decision as to whether they feel it is acceptable to them. However, as diznyfanatic alluded to above, saying that you feel it is unacceptable is one thing, but (1) actually behaving consistent with such standards is another, and (2) one of a minority of consumers behaving that way doesn't amount to much. The general public talks big, but generally doesn't act in accordance with such sentiments, and all of us, even those of us who do have such standards, and are willing to pay more to get more/better, suffer as a result.

What?

 

[bicker]

I was explaining the circumstances and perspectives from which saying nothing could be acceptable.