Vacation Points on DVC Website

[mdsd8700]

We did an add on last week and I called to have our new points banked and changed one of our our current reservations to use the "new" current UY points for 2010 and not the 2011 points coming in August. MS took care of everything, repeated it all back to me and gave me my banking number. I checked on line when we were done and everything was fine. I go on the member site today to look at something else and I see that my point detail is incorrect. The new points appear now to have never been banked. I would have thought I was going crazy if I had not printed the pages with correct information on them that showed the changes when I banked the add on. I know that the web site experienced some difficulty yesterday so not sure if that has something to do with it. I plan on calling MS this morning and straightening it all out. However I wanted to check and see if that was something happened often. Meaning everything is fine one day and then is completely messed up the next? I hope I stated myself clearly, thanks.

 

[Daddio]

We did an add on last week and I called to have our new points banked and changed one of our our current reservations to use the "new" current UY points for 2010 and not the 2011 points coming in August. MS took care of everything, repeated it all back to me and gave me my banking number. I checked on line when we were done and everything was fine. I go on the member site today to look at something else and I see that my point detail is incorrect. The new points appear now to have never been banked. I would have thought I was going crazy if I had not printed the pages with correct information on them that showed the changes when I banked the add on. I know that the web site experienced some difficulty yesterday so not sure if that has something to do with it. I plan on calling MS this morning and straightening it all out. However I wanted to check and see if that was something happened often. Meaning everything is fine one day and then is completely messed up the next? I hope I stated myself clearly, thanks.

It's probably an error in their on-line program. They were down all day yesterday because of system problems. Give them a call today and I'll bet it is sorted out for you.

David

 

[BoardwalkSuzy]

Meaning everything is fine one day and then is completely messed up the next? I hope I stated myself clearly, thanks.

Similar thing happened to me. I was shocked when logged onto my account recently and someone in MS had gone in cancelled one of our reservations for our trip just next month, wiped out all of my banked and current year points, 0 remaining out of 700!!! Some MS member did this on a Saturday, when I wasn't on the phone with MS ever.

I had only utilized 135 points so far, out of my 700 that should have been available. It took 3 hours on the phone and several 25-30 minute hold times, until I had no choice but to scream at the MS member and hang up! Honestly I can not recall ever having had to deal with such a rude person on the phone in the hospitality industry. The lady I spoke with had the gall after one of the 25 minute holds to come back on line to claim that she played back the phone conversation and say I did cancel the reservation. NO, I was very clear that we only wanted to cancel being on the WAITLIST for a grand villa, not our current reservation. So now we were left with no reservation, no waitlist, nothing. NOT even an apology! She was like totally of the mindset - it's the customer's fault.

The Disney MS system for reservations is AWFUL!!! No online reservations, no cancellation or change confirmation #s, many MS members that don't understand you on the phone because of language differences. I appreciate that they hire people from around the world that speak many languages as people from all over the world travel to Disney, but it may be a good idea to set up the call center, with "for English, press 1, for Spanish, press 2, for Chinese, press 3" or something like that then be connected to someone whose first language is that language. I was so frustrated at several MS members who clearly did not understand American English.

Even Best Western will give a confirmation # for reservations, and a confirmation # for cancellations for your records. Also had same problem with Golf reservations on PGA courses at Disney. For example, was able to reserve on-line and get a confirmation # e-mailed to me, then needed to change the golf to another day instead so had to place a call, and was told on phone we would just have to use the same confirmation # but they have changed us on their books to another day and time. I requested an e-mail confirmation of the new time so we don't risk disappointment and get turned away, but was refused any kind of written confirmation. So their golf reservation system is faulty too.

As far as DVC points, they noted on my on-line account that it was "manual adjustment" they had made. I certainly hope everyone keeps their written charts, original receipts of points used at check out, as you never know when your points will magically disappear!

On a positive note, after I hung up on the rude MS member I was speaking with, she did e-mail me later that she reinstated the reservations, and the points were corrected to what I told them they were supposed to be, but wow, I was not impressed at all with the sloppiness and the fact they are messing with accounts when you are not on line with them. From my experience, Disney should look into hiring a software design company that has set up systems for other hotels (like Best Western is good) and utilizes full on-line services as an option, provides confirmation #s, cancellation #s, etc. I'm sure the #s would get pretty long though with all the reservations that Disney must make, but it could be done, if dates, resort codes were placed within the reservation and cancellation confirmation #s.

 

[disneynutz]

Disney is living the dream that the members are very satisfied with the level service that MS provides and remember that MS is funded by the members. Please report your issues to the Disney Vacation Club Member Satisfaction Team at DVCMemberSatisfactionTeam@disneyvacationclub.com.

Bill

 

[Finally DVC]

NO, I was very clear that we only wanted to cancel being on the WAITLIST for a grand villa, not our current reservation.

This is the ONLY reason I am looking forward to online booking. The computer will never misunderstand what you tell it. Of course, we're talking about Disney IT, so who knows....?

MDSD8700, hopefully everything is straightened out by now.

 

[skelfbsfb]

This is the ONLY reason I am looking forward to online booking. The computer will never misunderstand what you tell it. Of course, we're talking about Disney IT, so who knows....?

MDSD8700, hopefully everything is straightened out by now.

Hopefully when they do introduce on line ressie then this will make it alot easier for all. Not holding my breath though

 

[mdsd8700]

Well I just got off the phone with MS and it took 30 minutes to clear up the situation though honestly I am not sure why. I was told it was the problems yesterday that caused my banked points to be "undone". The first 5 minutes of the phone went pretty smoothly, I gave my banking number and explained what happened and he said he would correct it. Well when I asked for the information to be repeated back, he has somehow given me too many points. It didn't seem to be recording the use of the 119 points for my November trip. I tried to explain to him how many I should have and that somehow I was getting too many. He then tried to explain to me why I was wrong. I am pretty new to DVC but the math isn't that difficult lmao so I knew my numbers were correct, not to mention that this is what I had printed out for myself last week after the inital banking transaction. Well he then left for 20 minutes to come back and tell me I was correct and the points had been restored as I detailed they should be. The gentlemen was very polite and friendly so I have no compliants with that. However it is a bit scary to think these things happen. Although this time around the error was going to work in my favor, I didn't want to have points I wasn't supposed to have. Could have just as easily been an error that negatively affected me as with the pp. Others have said it before and I am going to agree how necessary it is to check your points often and make sure things are correct. Also that after every reservation and transaction you check the web site to make sure it is all correct and then print that information, just in case you need it! I would say to anyone that has done something in the last week to re-check to make sure all is good. MS wasn't sure why this happened to me and thought it had something to do with the system failure yesterday even though I banked my new points on 2/1. Just glad that every is now fine (I verfied it on line as well).