Very dissappointed with MS today!

[KingRichard]

So I went to bank my 150 points today and it would only allow 146?

Called MS and they tried to place blame on me and told me they were doing me a favor?

I never borrowed 1 point and explained that they must have messed up!


They tried to tell me I had to keep track.

I told them of course I had and after I looked it up, of course I was correct.

For some reason I never got survey option at the end? I wonder why!


DVC please don't insult your members.

 

[gmi3804]

So I went to bank my 150 points today and it would only allow 146?

Called MS and they tried to place blame on me and told me they were doing me a favor?

I never borrowed 1 point and explained that they must have messed up!


They tried to tell me I had to keep track.

I told them of course I had and after I looked it up, of course I was correct.

For some reason I never got survey option at the end? I wonder why!

DVC please don't insult your members.

Yeah, I've had CMs deliberately disconnect me from getting the end survey, even though they tell me to hold for the survey.

 

[disneynutz]

You can enter the survey online.

https://disneysurvey.com

Keyword is DVC.

Bill

 

[disneynutz]

So I went to bank my 150 points today and it would only allow 146?

Called MS and they tried to place blame on me and told me they were doing me a favor?

I never borrowed 1 point and explained that they must have messed up!


They tried to tell me I had to keep track.

I told them of course I had and after I looked it up, of course I was correct.

For some reason I never got survey option at the end? I wonder why!


DVC please don't insult your members.

I would call back and ask for a supervisor. These people are our paid employees in a way, they need to do a better job.

Bill

 

[disney_bob]

I would call back and ask for a supervisor. These people are our paid employees in a way, they need to do a better job.

Bill

I wouldn't go in with the attitude that "these people are our paid employees". You aren't their boss - you don't directly pay their salary. You bought a product from a company and part of that money pays for its employees. Let's not forget that.

That does not mean, however, that they shouldn't be held to standards. By all means talk to a supervisor and explain your disappointment in the service received.

 

[MoreTravels]

I agree. With that faulty logic, you would consider yourself a boss everywhere you shop?!

 

[disneynutz]

I wouldn't go in with the attitude that "these people are our paid employees". You aren't their boss - you don't directly pay their salary. You bought a product from a company and part of that money pays for its employees. Let's not forget that.

That does not mean, however, that they shouldn't be held to standards. By all means talk to a supervisor and explain your disappointment in the service received.

DVC dues pays for DVC operations 100%. My employee comment is pushing it but they are there to service DVC members, their salary is paid by DVC members with our dues.

Bill

 

[CMOORE185]

So I went to bank my 150 points today and it would only allow 146?

Called MS and they tried to place blame on me and told me they were doing me a favor?

I never borrowed 1 point and explained that they must have messed up!


They tried to tell me I had to keep track.

I told them of course I had and after I looked it up, of course I was correct.

For some reason I never got survey option at the end? I wonder why!


DVC please don't insult your members.

Hope this didn't blow your one time exemption to bank expired points.

 

[cmrdgrs]

You can enter the survey online.

https://disneysurvey.com

Keyword is DVC.

Bill

I did not know this. Thank you.

 

[KingRichard]

Hope this didn't blow your one time exemption to bank expired points.

Yes that was my point to him!

Also looking at my records how does a member even know what points were used?

When I confirmed my final stay after a wait list came through they should have fixed. I asked to be sure from what others have posted.

I guess they are not hiring the best?

 

[heynowirv]

Yes that was my point to him!

Also looking at my records how does a member even know what points were used?

When I confirmed my final stay after a wait list came through they should have fixed. I asked to be sure from what others have posted.

I guess they are not hiring the best?

Richard,
Some are definitely better than others.I've spoken to some that went beyond expectations and others who just go thru the motions so to speak.I'm glad you got things squared away.

 

[CMOORE185]

Richard,
Some are definitely better than others.I've spoken to some that went beyond expectations and others who just go thru the motions so to speak.I'm glad you got things squared away.

I do not think he did get it squared away. If they put the points back and used it as the one time exemption he got screwed.

 

[heynowirv]

I do not think he did get it squared away. If they put the points back and used it as the one time exemption he got screwed.

That one time exception,sometimes becomes 3 or 4 times.Seriously. MS has done a few good turns for me.

 

[Mflaherty]

I recently adjusted a reservation(moved the dates and shortened the trip) and MS borrowed points by accident when I wanted to bank points and use those first. To make a long story short they had to send it to the IT department to be corrected. Once it's corrected I will have more points available to me because the first reservation used more points. This was done December 22 and they still haven't corrected it. I have missed out on room reservations because they haven't released the points, nor vpcan I see the updated reservation. They are "holding it" but I still can't see it. I wrote an email and still nothing. Unbelievable.

 

[Dean]

Hope this didn't blow your one time exemption to bank expired points.

I'd send an email to MS summarizing what happened and expressing the expectation that it would not count against any future activity including the one time exception. That way one has something to point to and a documentation of what happened to remind both the member and DVC about the specifics. It's much better than having to argue with them later.

 

[supersnoop]

I'd send an email to MS summarizing what happened and expressing the expectation that it would not count against any future activity including the one time exception. That way one has something to point to and a documentation of what happened to remind both the member and DVC about the specifics. It's much better than having to argue with them later.

I don't think we know enough about what happened to be sure that this didn't qualify as an exception. I can only infer based on the information provided, but it sounds like a wait list came through that used fewer points than the original, and banked/borrowed points were released instead of current year points. That needed to be clarified well in advance of the stay, and a full accounting of points is available online to verify at any time.

 

[Shamus]

Banked points have caused us some problems in the past where MS had used current year's points before our banked points. We then had to go through a process similar to the OP (less any attitude from MS).

Due to our every changing work schedule we have been making and canceling a number of reservations over the past few years which tends to mix up the banked and current points. We always re-confirm exactly which points are going to be used prior to the 30-day mark.

 

[Dean]

I don't think we know enough about what happened to be sure that this didn't qualify as an exception. I can only infer based on the information provided, but it sounds like a wait list came through that used fewer points than the original, and banked/borrowed points were released instead of current year points. That needed to be clarified well in advance of the stay, and a full accounting of points is available online to verify at any time.

My point was that IF something comes up later it will simply be the word and recollection of the member compared to the notes in the computer. The reason for my suggestion was 2 fold. First, that if they had flagged the resort as using the one time exception, they could deal with it now. The other that if it came up later, the poster would have documentation both of their side but also that they had notified DVC.

 

[KingRichard]

I don't think we know enough about what happened to be sure that this didn't qualify as an exception. I can only infer based on the information provided, but it sounds like a wait list came through that used fewer points than the original, and banked/borrowed points were released instead of current year points. That needed to be clarified well in advance of the stay, and a full accounting of points is available online to verify at any time.

Sorry but I don't see it?

Looking at all my vacation days for 2014 it DOES NOT say these were banked point, current points!

It just list how many point were used?

I could see when my total dropped below current use year amount,but again member service should have fixed it when I called to reconcile my reservations.

Live and learn! Next time I will ask 3-4 times to make sure they are doing their job correctly!

 

[supersnoop]

Sorry but I don't see it?

Looking at all my vacation days for 2014 it DOES NOT say these were banked point, current points!

It just list how many point were used?

I could see when my total dropped below current use year amount,but again member service should have fixed it when I called to reconcile my reservations.

Live and learn! Next time I will ask 3-4 times to make sure they are doing their job correctly!

When booking online, you do get a screen that shows exactly how many of which type of points are used to book the reservation, but that's not what I was referring to.

If you go to the "My Membership" -> "Vacation Points" screen, you can click on each contract you own, and it will show exactly how many points have been banked/borrowed/transferred in or out. It should be simple to see if you have 4 banked points and 146 current points, or if you have 150 current points. This is where you should go to reconcile your totals.

My point being, they very well may have done you a favor, or "one-time exception," based on the facts of the account, even if it isn't what you recollect. The time to argue about which points were used on a previous reservation has long passed, and I don't think a note spelling out your side will negate the "one-time exception" that they made. But, I still don't think we have a full story, so this is all conjecture and opinion.