What happened to customer service

[iloveokw]

As much as we love DVC (have been members since 1996 and have 910 points) we realize that the system is not perfect. I am shocked you got your DDP credits moved to your SECOND reservation. As your problem wanting to find out availability before your 7 mo window....do you realize that availability can change while you are on the phone, that our dues would be much higher if we could call to check availability whenever we wanted......and the wait times would be crazy. If you were this upset about your first trip DVC probably isn't for you.

 

[JimMIA]

OP joined today. OP made their first post today. All three of OP's posts have been on this thread.

OP's thread is about two things --

1. minor issues (mostly seeming to be caused by lack of understanding of DVC and other Disney things like DDP) that occurred about FOUR MONTHS ago, but were never mentioned before, and
2. another total lack of understanding about what the seven-month window means.

It's hard to take this one seriously.

 

[Halle]

If they moved your meals from one reservation to the next, you got GREAT customer service. That's completely not in their policy and I've NEVER read of it happening before, and you can see how long I've been here and how often I post (which means I'm reading TONS of threads), and this is the first time I've heard of it happening.

Well it is not great customer service when I had to take two hours out of my honeymoon to acomplish it and it was just a matter of making a note in the computer to return the credits once I started using them on the 2nd reservation, as for the bell hops they wouldn't even hold the bags for us to get back we weren't trying to get out of a tip but it sucks to feel that you spent all this money and your not getting the same service.

I am not a pain I read reviews and take them all with a grain of salt but it is the lack of thinking at all out of the box, that I dislike so much. I am not saying they were rude at the desk but they were just more concerned that I wanted a refund that they could get their heads around that I just wanted access to the credits I payed for if at the end of the week I didn't use them fine by me but I shouldn't lose them because I am changing rooms.

As for with the tax forms they were just being rude.

I did call back and ask for them to check earler dates at the other resorts and that worked but why couldn't lady take some inititive and do it.

I am sorry that you had so many problems, especially on your honeymoon! I'm thinking that maybe DVC isn't for you, it really is a timeshare and doesn't offer the same amenities as a hotel would.
I too have never heard of Disney transferring dining credits from one reservation to another, you got some newlywed pixie dust. Hope you have many magical years together.

 

[Dean]

I have to say being a DVC member makes me feel ripped off, I have always given disney A+ in service but not since I have become a member, and I am not really that much of a pain in the ***, I am a DVC BLT owner and I used my points for the first time on my honeymoon in November.

1. My reservation had to be split up between a MK view for 3 days and LV for the last 4, not a big deal we don't really unpack and live out of the suitcase so I didn't mind,Never Again!!!!!!so many complications. We purchased the dining froom for all 7 days of our trip, and we were not feeling well and not eating as we normaly would, and we had several unused meals for the first 3 days that I wanted access to for the second reservation, I spent almost 2 hours at customer service they could not seem to grasp that yes I have two different reservations but it is all for one stay, just changed our view and they argued with me until they realized I didn't want money back and just credit on to the other reservation for meals I had to speak to two different managers until this sunk in.

2. Changing rooms I didn't realize that I could have called and sorted out the second reservation over phone so we packed all our stuff and brought it down to the desk to check in for 2nd reservation. We wanted to go straight to a park and brought our bags to the bellman to be sent up to our 2nd room, but we were told that they don't bring bags up to unoccupied rooms, hello Magical Express does it all the time, they just wanted to make sure they got tipped which we would have done but we ended up having to delay and bring ours up.

3.Tax forms I did not receive one of my tax forms so I contacted member services they sent me an e-mail with some of the tax in fo on it and told me that an official one would be sent out. I called a couple days later and asked what next step would be if there was a glitch, could they e-mail my tax lady or fax over a copy in the meantime. Response No! they can only mail it to me and they will keep mailing it until I get it, I will admit that I lost patience with their lack of solution solving,

4.Today I called to check availability I am bringing a large party down and wanted to see what was available at BLT and I am just one day shy of the 7 Month mark for other resorts, I was not asking to make the reservatiion today just checking out our options and the customer service rep refused to look at any other resort. I am getting real sick and tired of this treatment but I can't even make threats because they have me trapped and they know it!

1. You purchased 2 DDP options and if they gave you credit from the first plan to the second, you got a benefit you shouldn't have gotten. You accepted a reservation where you'd have to move, I'm assuming to get the resort you preferred.
2. Bell services will not deliver to an empty room for whatever reason. I chose to think it's not mainly because of the tipping issue. I wish they'd do it like Marriott where you can stay in 1 room until the other is ready.
3. MS doesn't do tax info, that's Member Admin. They don't normally send out anything other than the maint fee statement with the taxes and if you have a mortgage, the appropriate forms there.
4. Whether they can see availability you couldn't reserve, it is inappropriate to spend their time doing so OR giving out the info to those who can't reserve.

 

[GEB@okw]

Now is the time to sell and save us happy members money. Less time spent complaining to cast members equals less dues. Seems like a few (less than 1%) bad apples try to spoil all the cider.

 

[dclfun]

Even though others have said it's likely that you didn't understand the rules, you are an adult and it's *your* responsibility to know the rules. Lack of knowledge is not an excuse. As has been repeated, you got something that is not allowed- transferring your credits from one reservation to another- you had two separate reservations for your split stay at BLT. Go back and read up on what is allowed for ALL of us and save yourself a headache on your next trip. I'm sorry your honeymoon was not as magical as you had expected and I hope your next visit is a wonderful one.---Kathy

 

[LIFERBABE]

The 7/11 month system is also a protection to prevent MS from booking rooms for Members not in their booking windows. If the computer does not see your home resort, it will not let ms access it at all

I have 3 memberships and if I am checking BLT availability, and then want to check BCV I have to give MS my member numbers for both as they are in separate memberships.

I find it funny that those that complain the loudest are the ones that didn't crack their manuals and receive the most.
Clueless wasn't just a movie.

 

[Knaughty]

I sorry some of you feel that way about the dinning plan and that you have all been getting ripped off for years but in my experience there is no such thing as can't especially for something like that ,and it wasn't explained to me when I purchased it either.

As for the 7 month window I do understand it's a rule but it is also not impossible to do and if it takes all of a minute or so to take a quick look and just say yes there is some availability there, then do it but I guess since I haven' owned as long as some of you I have higher expectations, more time is wasted for the multiple phone calls to check availability.

 

[BoomNLeon]

We have been happy with our membership and experiences!

Sorry you feel your honeymoon had a shadow cast upon it by what you perceive as poor service. Everything you have explained happened as it should have for the most part (not sure about the tax thing, but Accounting should be able to assist with that one). The 7 month booking window does not allow viewing prior to its actual opening. This is to alleviate MS of the impending, "Well, I called yesterday and it was available what do you mean today it is not!?!?!?!?!?" These types of calls seem to make annual dues increase.

I hope you can pull happy memories from your visit and see the tremendous value being a member in your future visits.

 

[palhockeymomof2]

I sorry some of you feel that way about the dinning plan and that you have all been getting ripped off for years but in my experience there is no such thing as can't especially for something like that ,and it wasn't explained to me when I purchased it either.

As for the 7 month window I do understand it's a rule but it is also not impossible to do and if it takes all of a minute or so to take a quick look and just say yes there is some availability there, then do it but I guess since I haven' owned as long as some of you I have higher expectations, more time is wasted for the multiple phone calls to check availability.

not sure why you think anyone has been getting ripped off over the years...speaking for myself we haven't been

and if you understand the rule why would you ask member services to break it....

 

[TisBit]

I sorry some of you feel that way about the dinning plan and that you have all been getting ripped off for years but in my experience there is no such thing as can't especially for something like that ,and it wasn't explained to me when I purchased it either.

As for the 7 month window I do understand it's a rule but it is also not impossible to do and if it takes all of a minute or so to take a quick look and just say yes there is some availability there, then do it but I guess since I haven' owned as long as some of you I have higher expectations, more time is wasted for the multiple phone calls to check availability.

While I agree with Jim that seems very trollish and you just don't want to hear what the policies are....but the problem is you are saying you were ripped off, you weren't....you were given what you bought and more.

As for the 7 months window, there are several reasons why they would not do this. First, if they did it, people would be calling all time asking about availability that they can't book....which means more calls and more costs to man the phones. Second, just because there is a room today, doesn't mean that it will be there tomorrow, so your wasting your time and MS time by checking.

I suspect that it is your entitlement attitude that costs you so much time and aggravation. If you would stop thinking about what you THINK you should get or be able to do and started to listen to what the CM's were telling you, your situation would have probably been more pleasant.

 

[dzorn]

OP joined today. OP made their first post today. All three of OP's posts have been on this thread.

OP's thread is about two things --

1. minor issues (mostly seeming to be caused by lack of understanding of DVC and other Disney things like DDP) that occurred about FOUR MONTHS ago, but were never mentioned before, and
2. another total lack of understanding about what the seven-month window means.

It's hard to take this one seriously.

I'm thinging more of a Snowflake alert than troll.

Denise in MI

 

[nunzia]

For those who misunderstood I did not let the credits expire I went down the night before the first check out to ask about it, and I don't think Disney gave me something so great by giving me access to food that I prepaid for, I had a 7 night stay 7 days of DDP, if given the choice I don't go to the parks all 7 days I do Universal and Seaworld too, they should allow me to buy the ddp for as many days as I want during my stay.

Once again the bellhops wouldn't hold the luggage either, which has never been a problem in the past hell I have had luggage shipped from one resort to another on this particular day it was not being done.

I don't ask for much but I want what I pay for. I know now never to split my reservation again and I still love the DDP it is totally worth it and I recommend it to everyone.

OK..if bell services wouldn't hold your luggage between check out and in I would be really upset also..were you given a reason about that? Since you had two reservations you should have been treated like any other guest waiting for your room to be ready.

 

[CarolAnnC]

I sorry some of you feel that way about the dinning plan and that you have all been getting ripped off for years but in my experience there is no such thing as can't especially for something like that ,and it wasn't explained to me when I purchased it either.

As for the 7 month window I do understand it's a rule but it is also not impossible to do and if it takes all of a minute or so to take a quick look and just say yes there is some availability there, then do it but I guess since I haven' owned as long as some of you I have higher expectations, more time is wasted for the multiple phone calls to check availability.

Your issues with the Disney Dining Plan and Bell Services policies are not DVC policies, but Disney Resort policies. They may be discussed here, but DVC would not be the appropriate division to voice your complaints to.

It does sound like DVC is not for you, however. DVC, and timeshares in general, have different reservation policies than you would find with CRO, or hotels direct. Rather than complain, you may want to look into selling your ownership, or adapting your own expectations. Best wishes..

 

[dcamdad]

I sorry some of you feel that way about the dinning plan and that you have all been getting ripped off for years but in my experience there is no such thing as can't especially for something like that ,and it wasn't explained to me when I purchased it either.

As for the 7 month window I do understand it's a rule but it is also not impossible to do and if it takes all of a minute or so to take a quick look and just say yes there is some availability there, then do it but I guess since I haven' owned as long as some of you I have higher expectations, more time is wasted for the multiple phone calls to check availability.

As most others have pointed out you need to become familiar with the rules before declaring you've been ripped off and MS can't do what you want.

If you think DVC "entitles" you to preferantial treatment by bending or even braking the established policy's you should sell now.

 

[hansel1]

Now I no longer feel sorry for the OP.

Anyone with an attitude that rules are not meant for them deserves my wrath and loathing.

To all who yell and carry on to minimum wage employees.....

To all who try to get comped food after they have eaten it......

To all who get upset when they aren't upgraded for free.......

To all who expect to be treated different from others......

To all with a false sense of self worth.......

To all who send one member of your party to hold your spot in line........

........I say: get a life, stop griping and whining, stop thinking you are more deserving, stop being selfish and follow the rules!

 

[BEASLYBOO]

As for the 7 month window I do understand it's a rule but it is also not impossible to do and if it takes all of a minute or so to take a quick look and just say yes there is some availability there, then do it but I guess since I haven' owned as long as some of you I have higher expectations, more time is wasted for the multiple phone calls to check availability.

Unfortunately it's pointless to look if you can't book, by the time you can, the information you got is useless!

Chalk it up to bad karma, next time will be better! For every bad experience w/ MS, there are thousands of wonderful ones. Owned DVC since 2000, never, ever have had anything bad to report about MS, quite the contrary!

 

[tjkraz]

If you think DVC "entitles" you to preferantial treatment by bending or even braking the established policy's you should sell now.

Agree.

And while we're at it:

No, you cannot get a late check-out.

No, you cannot have a complimentary room upgrade.

No, you cannot get your room changed just because you don't like the view.

No, you cannot get daily housekeeping or extra towels (unless you pay for it.)

No, you cannot get "free dining" with a DVC points stay.

Don't expect to be able book any of the "Standard View" or "Value" rooms as a non owner.

DVC "busy seasons" are much different than general resort "busy seasons."

Dining Plan guidelines (and others) apply to millions of resort guests. DVC policies apply to hundreds-of-thousands of members. Don't expect them to alter those rules simply to suit your desires.

 

[dcamdad]

Agree.

And while we're at it:

No, you cannot get a late check-out.

No, you cannot have a complimentary room upgrade.

No, you cannot get your room changed just because you don't like the view.

No, you cannot get daily housekeeping or extra towels (unless you pay for it.)

No, you cannot get "free dining" with a DVC points stay.

Don't expect to be able book any of the "Standard View" or "Value" rooms as a non owner.

DVC "busy seasons" are much different than general resort "busy seasons."

Dining Plan guidelines (and others) apply to millions of resort guests. DVC policies apply to hundreds-of-thousands of members. Don't expect them to alter those rules simply to suit your desires.

Priceless, this needs to be a sticky.

 

[cpbjgc]

Now I no longer feel sorry for the OP.

Anyone with an attitude that rules are not meant for them deserves my wrath and loathing.

To all who yell and carry on to minimum wage employees.....

To all who try to get comped food after they have eaten it......

To all who get upset when they aren't upgraded for free.......

To all who expect to be treated different from others......

To all with a false sense of self worth.......

To all who send one member of your party to hold your spot in line........

........I say: get a life, stop griping and whining, stop thinking you are more deserving, stop being selfish and follow the rules!

Agree.

And while we're at it:

No, you cannot get a late check-out.

No, you cannot have a complimentary room upgrade.

No, you cannot get your room changed just because you don't like the view.

No, you cannot get daily housekeeping or extra towels (unless you pay for it.)

No, you cannot get "free dining" with a DVC points stay.

Don't expect to be able book any of the "Standard View" or "Value" rooms as a non owner.

DVC "busy seasons" are much different than general resort "busy seasons."

Dining Plan guidelines (and others) apply to millions of resort guests. DVC policies apply to hundreds-of-thousands of members. Don't expect them to alter those rules simply to suit your desires.

Definitely a sticky.