Oh, I could put together a pretty good list of items off the top of my head:
* Growing number of untrained Member Services CMs who mishandle reservations or give callers erroneous information.
* Ongoing problems with member website (I used to be a big defender of the website given that 4 years ago we didn't even have unique member IDs. However development has stalled in recent years and I'm really tired of hearing how people can't get on--that's a development issue not user error.)
* Changes to the waitlist procedure (now auto-confirm only) which are nothing more than a cost saving measure by DVC.
* Flawed waitlist room assignment process that has rooms magically appearing in inventory when guests call.
* Stagnating discount program--the last noteworthy discount was the AP discount introduced in January '05...and that's not even a benefit that all members can use. It's also a discount that continues to lose value since AP prices are rising while the discount amount remains unchanged.
* Continued inconsistencies in room assignment procedures. Within the last year DVC ran a story in one of their newsletters describing the "Room Ready" system and claiming that it's the process used at all DVC resorts, yet many resorts continue to pre-assign rooms. (BTW, it used to be that rooms were assigned based upon the date the reservation was made, such that those booking 11 mos out would have first crack at getting their requests met. I suspect there are a lot of people still upset that this policy was eliminated.)
* Little interest on DVC's part in creating additional views / room categories at existing resorts. By the time Kidani Village is open, AKV will have at least 6 different room categories. Why do OKW, BCV, VWL and SSR have just ONE category each? It would all be computerized and (IMO) would greatly enhance member satisfaction, yet requests to make changes are met with ambivalence by DVC.
* No movement on things like adding HDTVs to existing guests rooms and coffee tables to Studio rooms that lack them (people have been asking about these at annual meetings at least back to '03 and DVC always says "we're working on it.")
* Elimination of monthly DVC newsletter.
* Embarassing communications with members regarding AKV sales start-up (not least of which is the tapestry FUBAR.)
* I also think the quality / frequency with which DVC solicits members for add-on sales or to recruit other individuals as members borders on embarassing. Last Fall many were up-in-arms over a mailer that DVC sent to all members. It was a package sent via Fed Ex that contained a box about 10" x 8" x 2". What was in the box? A set of about a dozen postcards. That's it--just postcards! It was yet another "send these off to your friends and spread the word about DVC" thing. Granted that's just a DVC sales expense with no impact on member dues, but it's disappointing to think that energies (and money) are being expended on things like that and not projects that are of greater value to members.
Now that you're a member, expect to get something in the mail at least 3-4 times per year either soliciting you to add more points and/or remining you to get your friends to buy in!
Generally speaking, it's sad to see that most of what DVC has to promote these days has a sales focus--AKV model rooms, new Chicago sales center, member parties outside Epcot (there's a line item in our dues for funding member events--can't we just have fun for once???), weekly member meetings at Atlantic Dance Hall...even things like the member cruises hit you pretty hard for additional point sales.
Add all of this to the recent price changes at WDW (DDP changes, ticket price hikes, new room rates, etc.) and I don't blame people for their ambivalence. IMO, the funk currently impacting many long-time Disney fans right now is, in many ways, worse than post-9/11 when Disney closed hotels, dramatically cut-back park hours, eliminated EMH, reduced park maintenance, and so on.
