Wanted to share my not great experience with MS regarding renting points

[VGCgroupie]

You also pay their wages, and don’t expect this, but I blame their superiors as clearly it’s not being communicated down properly or they are just as confused as everyone else.

Saying "Oh I know this is can be confusing, Im sorry" would have went a long way

 

[aammtt20]

She actually told me I made HER uncomfortable and it stressed her out b/c I mentioned renting

So annoying this all happened to you. Also, I wonder if I spoke to the same person you did, because I needed to alter something on a reservation and was asked the question and when I responded it was indeed for personal use, I heard her breathe a sigh of relief and say "oh good..."

 

[Brianstl]

She actually told me I made HER uncomfortable and it stressed her out b/c I mentioned renting, which of course in turn made me feel the same way. She was more concerned with any backlash she might be exposed to than helping me through the process. Unfortunately I don't have a transcript of the call to post. But I'm kind of over some of the mansplaining on this thread about 'why' it happened and how I should feel about it, so i appreciate your support. I'm 100% that I haven't broken any rules, I pay a lot of money to this business, and I don't want to be talked to in that way.

She is probably was not comfortable having to deal with a situation she has not dealt with (someone flat out admitting the reservation they were altering was a rental) and not properly trained for the first time since they have instituted the new policy. The cast member was probably extremely uncomfortable having to follow new guidelines laid out by management that aren't even clear the cast member. I think the cast member is entitled to some grace in this situation.

Also, someone seeing the situation differently isn't mansplaining. I don't think anyone is telling you should feel differently. Some are just seeing how the situation likely was from the cast member's perspective.

 

[VGCgroupie]

She is probably was not comfortable having to deal with a situation she has not dealt with (someone flat out admitting the reservation they were altering was a rental) and not properly trained for the first time since they have instituted the new policy. The cast member was probably extremely uncomfortable having to follow new guidelines laid out by management that aren't even clear the cast member. I think the cast member is entitled to some grace in this situation.

Also, someone seeing the situation differently isn't mansplaining. I don't think anyone is telling you should feel differently. Some are just seeing how the situation likely was from the cast member's perspective.

Nope! As I said before simply apologizing and acknowledging that this is a new process for everyone would have made world of difference in this interaction. I guess you have never been a customer service agent... you aren't supposed to treat people that way even if you think they are wrong. I don't care if the MS agent is not comfortable, and if she was, that is all the more reason she should have escalated the call to someone else on her own accord.

 

[Sandisw]

Personal Use =/= Informing of Personal Use Renting

This is the same as what you learn in school where B is A but not all of A is be B. Saying you are using for Personal Use simply says its somewhere under the general guideline but it doesn't mean your requirement to disclose renting would be met especially if the lead guest is a members name.



Harassed? Hardly.

Also how is it for no reason? They stated they were renting. The person in MS then went over (albeit likely with some inaccuracy) the rules around renting and even how to circumvent the rule.

MS went above and beyond in my view for the random Member by telling OP how to bypass the system actually.

The primary issue I see with any of this is that MS should be more informed to ask clarifying questions on rental and go from there but they should still inform people about the renting rules (more accurately) if it comes up on the call by the member saying they are renting points out.

The MS supervisors I discussed this with said it’s not their role to determine what counts and what does not.

They are required to ask owners to attest to the personal use clause and if they do, then they are required to process.

If renting comes up, they are supposed to read the new language…however, some CMs aren’t reading it all and stopping before they read the “personal use is not using a membership to regularly or frequently rent/sell”.

The system in some way identifies memberships and then it’s referred to business affairs division for review.

So, any implication that renting can only be done with family and friends seems more IMO, an attempt to let owners draw the wrong conclusion.

Yes, just saying it’s family and friends prevents CM from offering and it may be purposeful to get the word out to owners to just not mention it.

Just like the CMs don’t ask if you are getting g money for transfers, maybe just don’t mention the word rental because we know some level falls under personal use clause

 

[jolynne28]

So annoying this all happened to you. Also, I wonder if I spoke to the same person you did, because I needed to alter something on a reservation and was asked the question and when I responded it was indeed for personal use, I heard her breathe a sigh of relief and say "oh good..."

I almost hope so, b/c calling MS shouldn't be like this.

 

[toesmom]

Member Services will require more training if in fact it is ok to rent some points. This concerns me too because I have extra points and was considering renting points vs just transfer to another member. If transferring is not an issue, that seems easier route.

 

[jolynne28]

Nope! As I said before simply apologizing and acknowledging that this is a new process for everyone would have made world of difference in this interaction. I guess you have never been a customer service agent... you aren't supposed to treat people that way even if you think they are wrong. I don't care if the MS agent is not comfortable, and if she was, that is all the more reason she should have escalated the call to someone else on her own accord.

All of this. Every job I ever had has been in customer service in some capacity, so I have plenty of experience and also empathy. I am not the type of person to ask for someone's manager, or escalate a situation b/c I felt some type of way about an interaction when I am a customer. I made this post to make others aware and hopefully spare someone from being in a similar situation.

 

[jolynne28]

Member Services will require more training if in fact it is ok to rent some points. This concerns me too because I have extra points and was considering renting points vs just transfer to another member. If transferring is not an issue, that seems easier route.

I agree, if we buy a loaded contract in the future we would most likely not need the extra points and want to rent them. We still have 200 pts to rent for this yr that we aren't going to use, and now I'm not sure how I want to handle that.

 

[juliebee]

I listed a confirmed reservation with https://dvcrequest.com/ that recently rented. I got all the info from David's and called MS to change the reservation to the renters' info. I've never done this before, so maybe I'm the idiot here, but the moment I said the word "rent" the woman began lecturing me on how renting is not allowed and their calls are recorded and my membership is for personal use only, this went on and on.

After reading this all and thinking about it, it's such an odd thing for her to lecture you that the calls are recorded and then proceed to coerce you to say it was for a "friend". If she thought renting an occasional reservation was not allowed, then certainly she, as Member Services, should not be telling people how to skirt the issue. I absolutely hope someone DOES review that call recording so this agent can be taught correctly on both the real rules of renting and how coercion is not appropriate. She should not have handled it this way and if confused should have gotten advice from her supervisor. So sorry you went through that!