Were you satisfied after you reported a customer service issue?

[momtofour]

I was wondering what type of result others have received after reporting some type of customer service issue. I had a wonderful visit to the VWL in early June. Unfortunately, my check in and particularly my check out was really difficult. (A CM was REALLY rude!) For the first time in my life, I sent a letter outlining my experience. I received a call from Jackie last week. While she was pleasant, I had the distinct impression that they receive these letters ALL the time. When our extremely brief conversation ended, I felt this letter ended up in the circular file! She thanked me for writing and said she would forward the letter to the VWL.
Would be surprised if she did! What kind of response have the rest of you received?

 

[baileybrad]

I can't answer your question but, sadly, I feel kind of how you do....I am afraid that this very nice lady probably is a sounding board who has very little to offer in the way renumeration, displinary action against poor performers and/or the ability to change some of the same issues that come up time and time again. As someone has said in the past someone is going to get the room with the dumpster view, etc. I do feel that the DVC is a good operation but there will always be some issues that can't be solved no matter how much they get discussed.

 

[lenshanem]

I also had a wonderful time at VWL, minus check in! EGADS! A rude CM for sure! Who knows?

It would seem though with all the complaints people send about BCV housekeeping and maintenance it would have started to be better by now. Instead, the reports keep rolling in!

 

[donmil723]

Whenever I experience a problem at a WDW resort, I report it immediately and have always been fortunate to have it resolved quickly while still there. However, I usually do write to guest relations after returning home not to complain but to compliment someone or something or perhaps just to say a certain CM was very helpful when we had a problem. I always get a very nice phone call a few weeks later. I think they are surprised that someone takes the time to send in a compliment as most of the time they just receive complaints.

Donna

 

[lawgs]

mom...

the one time we "dealt" with Jackie....to say the least we felt she was "patronizing" and felt that nothing was going to come out our concern....no follow up

some people here who seem to have an "inside" with jackie would probably have a different opinion....

we have not been back to DVC since that occasion almost two years ago....being a member seems to be recognized only when you are staying .....not the rest of the year

 

[manning]

I got satisfaction ..................... after going from being nice guy can you help me out with these problems to a raving mad pain in the butt, going to the top of management guest. After the dust settled things got corrected and I got compensation with apoligies from those who wouldn't do anything.

Sad that you have to get to that point to get things corrected.

==========================================
"it's cheaper and faster to do it right the first time."

 

[JimC]

Letters from guests (good and bad) are forwarded to the appropriate venue. Guest feedback is part of the preshift meetings leaders have with CMs. It becomes part of a CM's personnel file and is an important consideration in how a CM's career progresses.

Disney prides itself on service recovery. And I must admit that the one time I had an issue the CMs involved worked very hard to make it right with as little inconvenience to us as possible. They kept in touch with us on our cell phones while we were in the parks. (A little coordination between MS and AKL was needed). By the time we returned to the resort, everything was in order.

I wrote a note to the AKL and to Jackie explaining what had happened, including the excellent job of service recovery.

 

[Patty3]

The next time that I encounter a rude CM at check in, I am not going to deal with them but ask to speak to their manager. Maybe that would stop the CM from talking to folks the way some of them do with that indifferent take it or leave it attitude. Luckily for me, I have endured this only once at check in at the BWV. The young woman thought she was all that and was not even competent.

 

[JudithM]

Originally posted by momtofour I received a call from Jackie last week. While she was pleasant, I had the distinct impression that they receive these letters ALL the time. When our extremely brief conversation ended, I felt this letter ended up in the circular file! She thanked me for writing and said she would forward the letter to the VWL.
Would be surprised if she did! What kind of response have the rest of you received?

I would be surprised if she did NOT forward your letter/concern to the appropriate CM. She may be "a sounding board" as someone else mentioned, but she does get action. She may not be in charge of the CMs or departments that members have an issue with, but she does have a positive reputation with DVC management. I am sorry some members feel she is "patronizing" in dealing with members. I don't happen to feel that way at all.

Please keep in mind that those of us on this bb are only a small percentage of the total number of DVC members in general. I'm sure there will always be members who have an issue/concern/problem. Please speak up. I am convinced that DVC wants to hear from members.

DVC CMs have listened to me when I have had concerns not only when I am at a DVC property, but at other times of the year, too.

As for the original question about being satisfied when reporting a guest service issue, I have been very satisfied. We had a issue with a one bedroom unit at OKW a few years ago. After speaking to housekeeping on the phone, in person with engineering, on the phone with a front desk manager & in person with a front desk CM, we were very pleased with the results.

 

[lawgs]

some people here who seem to have an "inside" with jackie would probably have a different opinion....

as i stated JudithM, some will have a different opinion

our original contact with her was due to suggestions made by you on this board

enuff said