What is my RECOURSE?

[Kathy C]

Cheryl

We probably will write a letter if for no other reason than to vent our frustration. I was able to resolve everything. We will be staying at OKW Sat and Sun in a studio, Mon-Wed in a 1 bdrm at BWV and back to OKW on Thurs for a studio again. Someone got lucky yesterday because we gave up the 1 bdrm at BWV for Sat night so we wouldn't have to move as much. If the wait list comes through for us at BWV for Thurs, I'll be happy camper. I've been told by Jim, a supervisor at MS, that we were number 1 on the VIP wait list (didn't such a thing existed - maybe it doesn't). Also, I called yesterday to make the change from the 1 bdrm at BWV to the studio at OKW and the girl told me that because it was within the 30 day period, the 26 pts would go into a holding account and we would loose them if we didn't use them by Oct 1, 2002. I asked that Jim call me back to make the change and he said because it was their mistake my points wouldn't go into the "holding" account. I asked for something in writing, and he told me he'd send out a statement. We've never stayed at either resort so I'm actually kind of excited now!

Thanks for letting me vent here!

Kathy

 

[TwirlerGirl]

We all learn from our mistakes (more like inexperience). This is what I've learn to do:
1) Have paper /pen handy when ever changing or making reservations.
2) Outline what your transaction needs are before making that call. Enter your proposed changes into DVCManager software and print. Use printout during call or your outline.
3) Jot down the CM's name when you start the transaction - and use it during your conversations. Also the date and time. You establish a friendlier relationship and you aren't just a blank face & voice on the line.
4) Check off each item as your transaction is completed.
5) Make sure the CM quotes the # of points (+ or -) involved in each transaction. Mark
information down on your note paper.
6) Make sure the CM quotes the # of points remaining/banked or borrowed in current year, next years account at the completion of your transactions. Mark information
down on your note paper.
7) Alway ask for new confirmation letter or account transaction register. If you don't receive it in 10 days, call and ask again. This has happened to me - important to do.
8) When phone call is complete (or when time permits) enter info into DVCManager software. This will help you catch any mistakes. Make sure you enter the infomation by the resort entery screen, by date and allow the software to recalculate.
9) If you notice a mistake, call and verify information.

Sounds like a lot of work, it isn't. 10 minutes in prep time, 5 minutes after call.

I had a very complicate reservation to make (large family vacation) involving 6 different transactions, 4 resorts, 2 cancellations. This system works.


*** I always ask for a account transaction register during the year. Thsi helps keep everyone straight. Mistakes happen on both sides of the phone.

Hoping your trip is as magical as Walt could personly wish for you.

Sandy B.

 

[Granny]

Sandy....nicely organized process. The only thing I'd add to #6 is to make sure you get the confirmation number for every transaction while you're on the phone. That makes it a lot easier if you find a problem while doing #8 (entering info into spreadsheet) and have to call back before you get your confirmation sheet.

Every transaction (ressie, bank, borrow) has a confirmation #. Like everything else, it's a lot easier to find things in a computer if you have that number.

Kathy....hope everything works out the way you'd like.

 

[Peter Johnson]

We go through a similar process to Sandy's. The only thing I do differently is to request a points usage statement every time we make a points transaction. Ask for just the current year, and you won't get pages and pages (ours is about 18 pages now!).

A quick check of the new statement against your last statement and the transaction(s) just made will show if there's a problem. Since each ressie is detailed, there is no question about what's reserved and what's cancelled or changed.

 

[crisi]

Originally posted by TrudyZ
How about if MS doesn't trust us to make our own reservations on line, at least having on-line access to a "read only" file so that we can automatically see our balance? It could even be programmed to send out email banking reminders, and you could get emailed confirmations.

I realize that not every one has access to a computer, but I think many do.

It would at least save MS a lot of postage, and probably plenty of phone calls.

Trudy

Trudy,

It would have to save ALOT of phone calls and postage. A end user web based reservations system would cost millions to program. Even just allowing web based access to our account information is probably an expensive project. Now email confirmations would be (IMO) pretty cheap to implement (as far as IT projects go).

I've been involved in similar projects for large companies. They are never cheap nor easy. I doubt it has anything to do with trusting us, and everything to do with the cost and available IT resources.

 

[jsinohio]

Interestingly enough, I've not really seen this mentioned. Granted, I've only actually "cancelled" a couple reservations since our membership began, but I received a "cancellation number" on the spot from the MS rep. on the phone. This should be (if it is not) standard protocol. They provide a confirmation number when the ressie is made (while your on the phone) why shouldn't they provide one when cancelling. This would elminate most potential for errors.

Jose

 

[PKK/MJK]

Recently, I received a confirmation letter from MS which did NOT list all the preferences I had asked for. I called MS and was told that all my preferences were in the computer even though they did not show up on the paper. I nicely requested a new paper which showed in writing what I had asked for--so there would be not problems at check in. The MS person really kept insisting it was "all in the compter" and I had to keep insisting I wanted it in writing. finally did get the new form. this is the only time I have run into this problem.

 

[jsinohio]

So, has anyone else ever received a "cancellation number" from MS, or are we the only lucky? ones

 

[BethA]

I too would like to see some way of keeping track of your point total. We own at 2 resorts and I always worry the wrong points were used. To me the banking seems like a way of Disney gaining points--I'm sure people are busy, or have a crisis situation and end up losing points. They should just roll over at the end of the year. they should email quarterly or send some statement. I'm surprised there isn't a way to get an automated total over the phone.

 

[Donna]

I've rec'd a cancellation number when i flat out cancelled a reservation (without changing it over to another resort). It could be when you switch resorts within a reservation, you just keep the same number because you really just changed the reservation, not cancelled it. This very same thing happened to me last year. i wonder if it's the same person making the mistake. I was only switching resorts, added a night to OKW and took away from HH and the guy totally cancelled my HH! There was no way i was giving up my 4th of july week at HH! When he repeated it back (at my insistence) , he had it totally wrong. Luckily, my 2 BR was still there when he fixed it. I've heard about alot of reservation errors at MS (over on another board). It pays to really get everything in writing.

 

[Dean]

That's why I do almost everything email.

 

[ceejay13]

We, too, have always gotten confirmation of any changes made. Please let us know how you end up and if MS does anything for their error.