What a difference a phone call makes - Vent

[foleymk]

We are total Disney addicts (7 am property trips in the past two years) but only recently joined the DVC. I made my first call to make a reservation at our 11 month window.

at 11am (I had a morning meeting from 8am until 10:45am) I called and asked if there was availability for a 2 bd standard view at BLT. The CM practically scolded me for thinking I could call at 11am and think this was still available. When she looked up our account she saw that this was our first booking and asked to put me on hold to see what she could do. She returned 10 minutes later to say there was nothing we could do, there was no availability. I thanked her and hung up to look for information on canceling the DVC membership (we joined just 6 days prior.)

I calmed down and decided to give it another chance and called back again at noon. This time I got a lovely CM on the phone. Gave her the same information and she gave me OPTIONS! We are now booked into a 2 bd lake view for one less night than what we had planned but we are still really happy. She also put us on the wait list for the standard view.

I am so happy I called back. Is the difference in service normal though?!? I don't want to think I will have to call back every time I get a not so helpful CM. Is anyone aware of plans to make a online reservation system that does not involve submitting a form and waiting?

 

[Hunclemarco]

I've heard that online reservations are in the works...that being said, many long time veterans on these boards are dreading that, and i would be too, considering that the general disney websites are not all that user friendly. DVC can get confusing concerning making reservations, and problems can arise quickly.
Glad you were able to get your reservations ...It's "potluck" on getting a good CM to help you out. Do you know the first person you talked with, perhaps you can send an e'mail to the members services site...can't remember the address, but perhaps someone will post it here.

 

[Kymm1111]

Sometimes I will call and get someone who I can't really understand (accent). I will call back later. I personally prefer to speak to someone rather than booking online because usually I have a million questions about events or prices etc that I like to get in there while I have a live person on the line. There will always be people who are more helpful than others.
One time I cancelled a reservation at the last minute because of a promotional interview (should have gone on the trip instead!) and when I spoke to someone they explained the holding account etc. I called back a couple weeks later about something else and the gentleman I was speaking to said -I see you have points in holding? How did that happen? I explained and he asked me to hold on. He came back on and had put the points back into my regular account- saying that we had never cancelled before etc. I didn't even ask for it (but really really appreciated it) because I knew the policies.
It's like dealing with any customer service... Good people and bad people. I do think DVc customer service is the best.

 

[MinnieFan4ever]

First off, Congrats!!!!

We have been members since 2002 and I have always been given other choices if my first choice was not available. Sounds like you just hit a bad day for the CM. That being said, at the 11 month mark we have been very lucky and have always gotten my first choice. Granted, I have never called for Christmas week but I have for Thanksgiving.

I hope you enjoy your membership for years to come

 

[ChiSoxKeith]

So far, we count ourselves lucky. In the past year we've made about 8 or 9 calls to Member Services and have had good CMs each time.

Sorry you had a bad experience on your first call. Glad you got one of the keepers on the second call.

If you look around here, there are very few standard view rooms at BLT, but that shouldn't excuse a bad experience.

If you haven't been there at Christmas you should love it.

 

[Havana]

I'm glad you called back and got your reservation.
It seems like you said that CM was too busy scolding you, than assisting you.

Whenever I have called and the room I wanted wasn't available, I have never not been offered the next option.

 

[Hunclemarco]

Hello again...Just found the e'mail address if you have any concerns....It's

dvcmembersatisfactionteam@disneyvacationclub.com

 

[phelps]

Sorry for your bad experience, but that is so rare. Usually they are so sugary sweet, you wonder why you aren' that nice. They usually give you all the options they have for views, dates and even splitting the resort to get you on property with your dates available. Someone must have been having a bad day. Good luck next time.

 

[toniosmom]

As others have said, there will always be poor customer service regardless if it is Disney or not. I think we've grown accustomed to such great customer service from Disney that when we get a CM that is slightly "off", it's more noticeable. At least, that's how I see it.

Anytime you want standard, especially during such a popular time as Christmas, you really have to be on the phone at 9am. When I call, I am always prepared with a 2nd or 3rd choice, in case my 1st choice is not available. This avoids me getting flustered on the phone, trying to figure out what to do since I can't get what I want.

We were at BLT in a LV in December and it was wonderful. Have a wonderful time!

 

[ChiSoxKeith]

Yes, Lake view is gorgeous. You should enjoy it.

 

[Muushka]

I had an interesting conversation with a CM yesterday. He spoke very quickly. I had banking points info, usage points info and balance points info which the man rattled off. And when asked to repeat, I understood about 10% more than the first time he said it (of which I understood about 1/4 of that).

But when he explained ME, trip insurance, tickets and DDP, he spoke v-e-r-y s-l-o-w-l-y.

I wish it had been the other way around!

I also wish they had recorded that conversation. How not to speak to members!

 

[LouisianaDisneyFan]

I called back a couple weeks later about something else and the gentleman I was speaking to said -I see you have points in holding? How did that happen? I explained and he asked me to hold on. He came back on and had put the points back into my regular account- saying that we had never cancelled before etc.

Wow, I wish that happened for us when we had to cancel our trip before MLK due to the ice storms! Our DD and S-I-L couldn't get a flight out of Atlanta. All those points from our 11-month-out booking went to holding. =(

 

[DVCGeek]

Sorry to hear you had a bad first call but I'm glad the second one went well. I've always had good or excellent calls with MS. Sometimes someone was a little less friendly & cooler than others, but I don't recall anyone ever really being harsh with me...

Hope that doesn't happen again!

 

[palhockeymomof2]

So sorry you were unhappy with your first call.....but in my many calls to member services over the years I've never had a cm suggest booking less days in a different room type if my first choice was not available.....i am glad you were able to call back and book something that worked for you

 

[toesmom]

Wow, I wish that happened for us when we had to cancel our trip before MLK due to the ice storms! Our DD and S-I-L couldn't get a flight out of Atlanta. All those points from our 11-month-out booking went to holding. =(

call back and refer to these posters, there is another dvc member who recently cancelled last minute, shed few tears and was able to convince ms to put points back to regular use year. Probably had to call few times though to find the right manager.

 

[GEB@okw]

If you are going to cancel your timeshare purchase on the basis of one phone call then do yourself and all of us a favor and cancel your membership now before it is too late.

 

[Deb & Bill]

If you are going to cancel your timeshare purchase on the basis of one phone call then do yourself and all of us a favor and cancel your membership now before it is too late.

I'd recommend the same. DVC is not like Disney Reservation Center.

You are trying to book Christmas Eve for a week. Members have been walking those reservation for a week just to get those days. Member Services has been inundated with phone calls from members begging for those days. I'm sure they have had more bad calls from members than good. While that is no excuse to be rude, I think your take on the call may have been a little off the mark. I'm sure she thought you would realize that you needed to call right when MS opened for the day to even try to get those nights you wanted. And I'd like to bet there were many more calls waiting to be answered.

11AM would be early morning for California and areas west. So members who live out west may have been calling if they didn't get up early to make their calls.

So they don't have the time to make suggestions to you. You were lucky to get a CM who did find the time, but she might have just come on duty and not tired from many, many calls.

 

[LouisianaDisneyFan]

call back and refer to these posters, there is another dvc member who recently cancelled last minute, shed few tears and was able to convince ms to put points back to regular use year. Probably had to call few times though to find the right manager.

I wish I had known about this earlier. We already borrowed points from our next UY to rebook the canceled trip for May. We didn't want to risk not getting any travel dates this spring, as our youngest graduates from college in May. It could be a very long time after that before we can manage to get the entire family together again... and I just didn't want to risk missing out on reservations because of a short 60-day booking window. *Sigh*

 

[Deb & Bill]

call back and refer to these posters, there is another dvc member who recently cancelled last minute, shed few tears and was able to convince ms to put points back to regular use year. Probably had to call few times though to find the right manager.

And that, dear members, is the problem with DVC and Disney. No consistency. Rules don't mean a thing.

 

[LoveKermit]

Instead of suggesting OP run out and cancel DVC, I think she sees that this is a lesson learned. How would a new member know to call at 9 AM for the holidays? What seems obvious to veterans is not to newbies.

On that note, I think the lesson is to always have a couple alternate plans ready to go. Obviously, you have to make a BLT res now, but in 4 months, you could try for a different resort or split stay and you might get your longer vacation. Or you could stay at a hotel (gasp!) on that first night if you want to play one more day.

There are always options.

I had someone from MS a couple weeks ago that I kept somehow making laugh. I was actually annoyed by the giggle when I got off the phone, but I got what I needed. I generally have good MS experiences. We booked 2 weeks out last July and they were telling me all the inventory for the weekend....one night here, two nights there....or whole stay there. Options.