Very upset with guide situation!!

[nelle]

I called to switch guides approx. 3 weeks ago and hadn't heard from them so I called yesturday and was told to call back in 3 days So I called back today and this is what I was told. That it was a waste of my time to be put on BWV's wait list for points and that I would never get points!!( this was told to me by a manager). I informed her that I knew a couple of people who just added on through them and she told me that I must be mistaken . I told her I was considering adding on at BCV's until I called and spoke to her and now I will NOT!! She informed me that my new guide would possibly call me later today about purchasing and hung up. If my origional guide hadn't told me that it was easy to book BWV's at 7mos for early dec and I should purchase at BCV's I would still be with him. I am so glad I purchased thru Jaki otherwise I don't think we would of ever purchased if dealing with disney is this bad!! (Sorry I had to vent). So I still don't have a guide but am still considering adding on I must be nuts!!
Any suggestions on what to do next?
Thanks
Nelle

 

[chris1gill]

Hi,

I just added on yesterday through Disney, so I'm living proof it happens! In fact, I checked this morning & my new points are there already!!!

Anyways, my guide is Michelle McAllister & she is the very best guide, I'm pretty convinced of that... Maybe you could call & ask for her directly or just call the main line & say this is the guide you want... don't give them the opportunity to say no...

I'm so sorry you're having trouble :-( every once in a while you hear of something like this and it just reflects badly on DVC in general... Wishing you some Pixie Dust!!

 

[SleepyatDVC]

Maybe it has to do with resales?

I know that DVC MS does not treat you any different when you book ressies whether you buy directly through Disney or through a resale.

But maybe the sales guides Do treat you differently? I bought through resales also. We made an appointment to meet our guide last November when we were down at WDW. I was hoping he would be able to explain the DVC in more detail to my DH who bought on my recommendations and also to develop some sort of relationship in case we ever wanted to add-on later or to refer people to DVC.

Although, our guide never actually SAID those exact words, he seemed to imply with his attititude that we were wasting his time. He did ask us why we bought resale (like BWV & OKW were both sold out, duh ) He seemed the typical salesman. Although, when I asked him direct questions for dh's benefit since I already knew the answers from the lovely folks here , he never seemed to answer them - just go off on tangents like how he had these big clients from South America or such. It was extremely frustrating. When he did answer them, it was very superficial and should I say sometimes not completely true? I felt like I knew more than him or he was "humoring an ignorant child" by giving lame answers. Even dh was unsatisfied - he already knew enough from my ramblings. When dh asked the guide a more detailed question and didn't get an adequate answer, he would look at me and I would signal that I would explain it later to him. Of course, when we left, he was all gushing about if my In-laws had any questions when we brought them down next month, give him a call and he'd be happy to talk to them!

When we left the sales office, dh turned to me and said "no way, we're ever going to give a commission to that guy!"

I know not all the guides are like that though 'cause I met a really nice one (very briefly) before the DVC sales office determined that he wasn't really our guide and gave us "the other one."

Anyway, I'll get around to changing guides when we decide to do an add-on or if we want to refer someone. Seems to be no point if we don't have business for them since (we have to remember) it is a business.

 

[dvcmomdeh]

I agree call Michelle MacAlister 800-827-7201

 

[nelle]

Thanks everyone for the support. I will definately call and ask specifically for Michelle.
I'm sorry for sounding so bitter it was very disappointing to call after waiting 3 weeks only to be told it was a waste of my time to be on the wait list. I realize that I have a slim chance of ever seeing points but its worth a try. The funny thing is that I still want to add on and maybe even at the BCV's after all this . O'well I guess the DVC bug has gotten us too.

thanks for the support.

Nelle

 

[chris1gill]

Nelle, I think what you need is a good guide... Even if you don't have a tremendous chance of adding on, there's still definitely a chance & especially if you aren't in a hurry!! As I said before, when the guides are dishonest or rude with the guests, it really reflects badly on all of DVC... so I hope you can hook up with Michelle, she is just awesome...

 

[nelle]

Wow thank you soo much for recommending Michelle. I called her direct line and she picked up right away I was speachless. I said I had gotten her number from some friends online and they highly recomemend you and I told about the run arround I was recieveing from everyone else. She was wonderful. She said that I could get on the waitlist for BWV's and that they have had some luck with the june use year.
Wow thank you so much for the help!!

I feel like I am floating on cloud nine!!

Thanks again

Nelle

 

[chris1gill]

Hi Nelle,

That is SO great! You were lucky to get directly through to her, I usually have to leave a message!! Do you know if you can switch so that she is your guide permanently? Did you ask her about that? I'd certainly ask if I were you... We've had her for about six years now, and never have we EVER been disappointed...

 

[SleepyatDVC]

Glad you were able to resolve the wait list situation to your satisfaction!

Now let's just help your wait list comes through quickly!

 

[Johnnie Fedora]

I think everyone knows the best unofficial guides are found right here on the DIS. You'll always get the scoop if you read these boards. When we purchased, we needed very little help from our guide as we had most of our questions answered here, and generally more quickly. Sounds as if some of the DVC guides could learn something from the DIS veterans (like PamOKW aka: Diane).

 

[BeckyV]

Michelle has been my guide for a number of years, and I think of her not only as a guide, but also as a friend. IMO she is exactly what Walt wanted in his employees. Why not write to Disney and let them know what a super job she does?

 

[PamOKW]

LOL! Johnnie

This DIS veteran is actually in need of a guide. I tried to get a DVC video awhile back and then when they did a follow-up call said my guide would have to send the info (asked for some info on BCV as well). I got a name for the first time and they said he would have to call back the next day. Well, it's been over a month and no tape and no call. Business must be good.

 

[donmil723]

If you are looking for a good guide, I would recommend Joan Lane. She is very prompt about returning phone calls and when she tells you she will do something at a certain time, she does it. In fact, I had a small problem with DVC while Joan was on vacation. They didn't charge my credit card for the remaining down payment in time for me to reserve my free nights stay on 3/5 so I had to wait to call on 3/6 and fight the busy signals for over an hour only to find my first choice, the Poly, wasn't available for all 5 nights. Anyway, I had made my frustrations known and Joan called me back as soon as she got back from vacation. By that time, everything was fine and I had my reservations at the BWI. But I was surprised that she took the time to call to make sure everything was okay. She really made me and my family feel special!!!

 

[Luv2Dream]

I second the recommendation on Joan Lane. She's been nothing but totally professional and very nice.

 

[nugrape]

Again I say...what guide? We went through the tour and talk, our guide was very interested in us. After we put our money down...zzzzzz. Our guide went bupkis. We got our package, six days later than he told us, and we haven't heard anything from him since we gave him our deposit. I would have thought a call saying the package would be delayed because they were so busy, or a followup call asking if we got the package. Perhaps I was expecting too much when I thought we would hear from him after we sent the package back and I called him to say we had sent the package back. Maybe I thought we would hear from him to explain what would hapen after we sent the package back. Perhaps I am so naive to expect good customer service from someone who took our money with a smile. I see him as a one way ATM machne, one where you can make a deposit, but expect nothing in return. Where is the "Disney Service " one used o hear so much about? Maybe purchasing 800 points wasn't good enough in his opinion to spend his precious sales time with. After all...he already had our money... why waste good sales time, on a sucker who already was landed? I don't wish I hadn't bought into the prgram, I think it's great. It's the schmucks they have selling the program they need to train better. It's called customer service, it doesn't seem as though my guide has a clue.

 

[Richyams]

I just wish people would stop calling them "Guides", they are salesman, actually, its worse than that. They are timshare salesman.

It befuddles me as to why people think they are going to have this long and personal relationship with their salesman. Some salesman are more personable than others, some use different techniques to mantain a relationship, but they are still timeshare salesman.

 

[chris1gill]

Hey Rich, Always the realist... I'll continue calling my Guide, "My Guide" She's been nothing but wonderful during our six year DVC relationship.... More than that, I'd certainly call her my friend....

So, Maybe some guides are salesman, but my guide is a Guide... And she's always a pleasure to talk with...

 

[bjcgl]

We purchased in 1992 and have not had a reason to speak with our guide since we purchased. I couldn't even tell you who it is now (I know our original guide left).

What do people use their guide for (other than buying more points?)

 

[Granny]

nugrape....with a purchase of 800 points, your guide should have hand delivered that package to your front door!!

richyams....I think most people realize guides are sales people. Unlike other timeshare sales personnel, we rarely hear of any pressure being exerted on potential DVC buyers (except for some deadlines of offers). My guide was a pleasant fellow (Hassan) who professionally answered my questions. When I asked about various aspects of the DVC program, he answered honestly. From reading these boards, I knew a few of the pitfalls of DVC ownership and he was honest in acknowledging them and even volunteered some "negative" information such as pool hopping was not a guaranteed forever thing, etc. We'll continue to call him our "guide".

I don't have a problem calling the Disney employees CM's either. By the same logic, they are just "theme park & resort employees"....but we have always found them to be the best in the world. We'll continue to call them CM's.

 

[Lyndarella]

I too am wondering about the close personal relationship with the guides. What do you need them for after you make your purchase? Do you people with the on-going relationships buy extra points frequently, or what?