what if the guide doesn't call back?

[Silly Little Pixie]

I met a guide at the VGC event. I called him the next week, he was unavailable. So I called his associate whose number he left. She called me back quickly , but made it clear I should deal with him. So I called him again Friday with very specific questions, making it clear we are looking to purchase. He left a voicemail Saturday with just his number- no answers. I called him back within a few minutes, but no answer.

Today I call again, now his VM says he's on the Wonder and returns Friday. Called the "new" associate number he left... This guide's vm says he has "hundreds" of calls that he is returning in the order received. Ugh! Time is ticking away on that 7 month window for me.

Is it okay to deal with a newguide? Or call back the first lady who was so prompt?
Thanks!

 

[Crystal_27]

I would request a new Guide...you've given your guy ample time to respond to you and, like you said, time is ticking away... Your Guide is supposed to work for you and if he can't/won't then you need to find someone who will. Best of luck to you!!

 

[CarolAnnC]

Please note, we do not allow "referrals" on the open boards, only on the one referral thread we have on this board. If you cannot find it (though it is usually on page 1 of Ops) you can reach it via the Ongoing Discussion thread which is a sticky on top of the boards.

Also, we do not allow the publication of the Guide's individual telephone numbers. Thanks!

 

[Sandisw]

I would also suggest calling the main DVC number and ask to speak to someone that can help you to purchase. Explain that you do not want to wait until Friday to start the ball rolling.

I would think that DVC will help you out. Good luck!

 

[rcmsfeb04]

I am sorry, but that's ridiculous! I had the same type of experience last month when I bought. Looking back I wish I had requested a new guide as I really didn't feel like I was treated as a valued customer. The guide's aloof manor kind of took the wind out of my sail and sullied the experience for me.

If I were you, I'd call and deal with some one else. You should not be chasing some one around to hand them a big wad of cash!!! Making a large purchase is stressful enough, don't make it harder on yourself by sticking with this guide.

I am sure that 99.9% of the guides are spectacular, we just got stuck with duds.

Good luck to you, best wishes on your new DVC purchase!!

 

[msabol01]

To add on to the comments above, I'd also suggest you give this feedback to the manager. As a sales representative / guide they are the face of the company. If they leave a negative impression it hurt business and drives away potential customers/ members. Both are unacceptable.

 

[Silly Little Pixie]

So should I call the main dvc number?call the guide who did return my call? Or call one other dis-ers have used successfully?

Thanks! I'm callin' someone in the morning!

 

[AlexTina]

I would just call the main number tell them your ready to purchase but you've had a hard time getting in touch with your guide and you would like a new one. I'm sure they'll have someone helping you out within minutes. I have a great guide he always returns my calls the same day even if it's just a silly question and even when his voice mail says he's struggling to catch up he ALWAYS calls back the same day! Definately get a new guide. Good luck to you and Congrats!!

Tina

 

[CarolAnnC]

So should I call the main dvc number?call the guide who did return my call? Or call one other dis-ers have used successfully?

Thanks! I'm callin' someone in the morning!

You will need to call the main number and ask for a manager. You can then make your request and with good reason, they should assign you another guide. You cannot contact another guide on your own as they will not have authority to make this change themselves. Good luck and let us know what happens...

 

[Silly Little Pixie]

Okay, so I set my alarm early and call the main number (since I'm on the West Coast). No manager was available(?) but the woman who answered said it would be no problem to get a new guide. She recommended getting a California guide-only problem is it's too early and they aren't in yet! I'm a teacher so I can't get calls during school, (although I've been calling at recess and at lunch!)so she said she'd have someone call after school.

Hopefully I can talk to a live person today!

 

[5forDiz]

Good luck ( and I guess ultimately good for DVC that guides seem to be quite busy these days )

 

[rpk1951]

I had a similar issue. Asked for a manager and after explaining the situation, he bent over backword to help. It worked great.

 

[disyady]

When I called my guide last year to do a small 40pt add on there was an option to leave a message or to be directed to - if memory serves me correctly - Member Satisfaction. I was trying to beat an upcoming price increase so I just opted to be transferred. What I didn't realize until I got a standard email a few months later is that my guide had been switched to the lady who answered my call that day. They are both wonderful, so that isn't an issue; I just had no idea that I would be switching guides by doing this. I felt a little badly about it, but I'm sure that he has so many clients that he didn't even notice that we got switched to someone else.

 

[Silly Little Pixie]

Okaaayyyy today the new guide called. Unfortunately, whomever I spoke to this morning either did not pass along (or he didn't take note of) the number to call me on and the best time to reach me. So he called in the middle of the day- to my home number. DH saw the message when he got home, and called me. So after a couple hours of thinking I wasn't getting a call today, I called and talked to a real person! Unfortunately, he gave me some information, but had to go and do a presentation. He said he'd call me back 1- 1 1/2 hours later.

No call!!!

DH is really irritated. You'd think they'd be bending over backwards to get a new member going here, especially after I told the new guide that I was under the 7 month time pressure, so to speak, so that I could get the accomodation I want. AND after being assigned because I am not getting phone calls returned! He said I knew more than most prospective DVC members, I had really done my homework. Ya think?

Tomorrow isn't a good day to get things rolling since I'll be at Disneyland after school for my mom's birthday!!! Yay!

HOPEFULLY I can get all the details ironed out soon, and DH will give in and make me happy! He's feeling a little sketchy about what kind of customer service we'd be getting as DVC members.

 

[KAT4DISNEY]

Tomorrow isn't a good day to get things rolling since I'll be at Disneyland after school for my mom's birthday!!! Yay!

Sounds like it could be the perfect day - stop by the DVC sales center at the DLH - tell them you want to buy. They could probably get the contract started and if you couldn't stay to sign they could get it mailed out to you. AFAIK all you need to have is your driver's license and a credit card for the deposit. It probably wouldn't take much longer than a phone call.

You may not believe this but the signing of the documents is what is supposed to take the most time if you know what you want- not trying to start the purchase. I'll also state that my DL guide has always been prompt in returning calls - even when she indicates it may be awhile for a return call. I've always gotten calls back the same day.

 

[mommary]

My guide was returning today and I still have not heard from him.
How long should I wait before I call again?

 

[Silly Little Pixie]

STILL no call returned today!

Isn't there anyone out there who wants to sell DVC??

 

[mickeymark34]

In the last couple of days I have been playing "phone tag" with my guide, but she is extremely helpful. We encountered a minor hiccup in becoming members. After months and months of discussing the Disney Vacation Club with my wife, we decided to become members. I gave my guide all the necessary information for the down payment, and she told me that the paperwork should arrive by mid-week (that was two weeks ago). After playing phone tag, we finally got in touch with each other, and she told me that my Cast Member discount was not applied to my purchase, and they had to redo all of the paperwork, with my discount. So now I am just waiting to get started on the paperwork, which still hasn't arrived. I am very excited to be a member of DVC. We got 160 points at the Grand Californian Villas, and we got a bonus 160 points to use immediately, since the Villas are not open yet. I booked a stay at the Grand Californian, with a Downtown Disney view, for five nights, for 158 points. I am so excited!!!!!! I have never stayed the GCH.

 

[Silly Little Pixie]

Hey- good news that Disney caught that your discount wasn't applied! It sounds like your guide is thorough. Congratulations on buying VGC! I have never stayed at the Grand either ... Hope to on points someday! It's just gorgeous.

 

[wideeyedwonder]

Is it okay to deal with a newguide? Or call back the first lady who was so prompt?

I'll second asking for a new guide. Either your current one is unresponsive, or has too much on his plate, and both are good reasons for switching. The hard part is getting the name of a guide you want to switch to. If you have that, it should be an easy matter of calling the new guide, and telling them that you want to switch to them. DVC has policies in place to allow it...we did it when we visited DL a few weeks ago, and have been totally happy we did.