What should we expect from DVC?

[Rash]

A topic of debate in recent threads pertains to what level of customer service DVC members expect from Disney. Do you expect only what is outlined in the contract? Or did you expect a level of customer service equal to Disneys marketing claims? Also, did you read your contract in full before purchasing?

 

[Maistre Gracey]

I had a good understanding of the POS before purchasing, however I did not memorize the thing.

I feel we deserve the same quality Disney service that every guest recieves- Nothing more, nothing less.

MG

 

[The4OfUs]

Ditto what Maistre Gracey said!

And coudn't you say "service in line with Disney's TRAINING", rather than "marketing claims"? My husband was a CM a while *cough* don't ask how long *cough* back, and he said he had to take classes and such about this...

Or maybe not, thinking it through, the training is there to support the marketing claims. *shrug*

Either way, read it, and feel I have reasonable expectations.

 

[crcormier]

I read it and expected what was in it. And I've been happy every day since. Haven't had a bad experience yet!

 

[lllovell]

I couldn't sign a contract without reading it first!

 

[timC]

Perhaps it would be more helpful if you defined more specifically what you mean by "level of service".

I do not expect Disney to exceed the terms of their obligation as it pertains to "services" offered.. for example, housekeeping, room assignment, check-in/out, honoring discounts, etc. On the other hand, our would expect their attention to "customer service"...ie. their approach to managing their relationship with their guests, to be equal to that of a non-DVC guest... no more, no less.


So, my answer is... it depends!

 

[Rash]

Perhaps it would be more helpful if you defined more specifically what you mean by "level of service".

I do not expect Disney to exceed the terms of their obligation as it pertains to "services" offered.. for example, housekeeping, room assignment, check-in/out, honoring discounts, etc. On the other hand, our would expect their attention to "customer service"...ie. their approach to managing their relationship with their guests, to be equal to that of a non-DVC guest... no more, no less.


So, my answer is... it depends!

good point...if I can, I'll change "service" to "customer service".

 

[Rash]

don't think I can edit a poll...anyone know how?

 

[Chuck S]

I did not read the entire contract. However, our guide pleasantly took his time to explain things VERY thoroughly and then answered any questions we may have had, all this in the same amount of time that the stereotypical high pressure timeshare salesman would waste berating their potential customer.

We were made well aware of what the purchase included, and what it did not. I would NOT expect Disney or DVD/DVC to go above and beyond that legal contract. It is VERY nice that they do so on a regular basis, by granting us discounts and perks, and especially the new AP perk.

But what I expect is accomodations in accordance with the rules of the timeshare, and service comparable to any other Disney operated resort - meaning a friendly helpful staff, quality food services, decent transportation to/from parks, clean rooms, and a resort that is maintained in better than average condition. OKW has not disappointed me, and we have had some monor maintenance issues, but they are the types of problems that would arise in any heavily used resort destination...and they were always taken care of promptly and courteously.

 

[DrTomorrow]

Let me be the first to express my surprise that a majority of poll-voting DIS DVCers read the contract (I read it, too!) A group of people who are frequently more knowledgeable about DVC rules and policies than the CMs are; who write point- and trip-managing software; who spend valueable time out of their busy days on-line talking to - and helping - other Disney fanatics? I'd be stunned if the vote went any other way.

What I'd like to see is a poll of all 90K DVC owners. To heck with how many read the entire contract; I like to see how many could name all 8 DVC Resorts. How many can explain the banking deadlines. How many understand when Use Year might matter. For that matter, I like to see how many DVC owners know when their ownership expires.

IMHO - YMMV

Yes, I know there are seven - just havin' a little fun....

 

[greenban]

don't think I can edit a poll...anyone know how?

BEG a moderator!

-Tony

P.S. It has *ALWAYS* worked for me in the past. But of course that was listed in the POS for the DISboards!

 

[Deesknee]

I did read the contract. We had stayed on dvc property paying rack rates. I would expect the same "service" after purchasing as I recieved before. I honestly don't think to many cms know whether you own, rent points or are a rack rate guest. IMO

 

[Laurabearz]

I read the contract, but I read it after we purchased.

We had done a lot of research both here on the DIS and other sites and figured if there was something to be stinky about it would have been all over the place. We felt comfortable enough to sign, then read it.

And the documents we signed had Disney's name all over it so yes, we have some expectations. So far we have only been disapointed with one of the resort stays, but still look forward to giving it another shot.

 

[DisneySpence]

I expect a room so I can lay my head down and I expect it to be clean. I don't expect it to be ready the second we get there even if it is 4 PM. I don't expect to be compensated for rudeness or for mistakes made by myself or a castmember we are happy just to be at WDW. DVC to us was a cheap way of getting many vacations at WDW we would go back to value and moderate resorts if DVC was not available. Our favourite resorts are by far the All Stars and Coronado Springs. We also as a family believe that the magic of Disney is what you make it not what they do for you. We could sleep on the street and still have just as magical a vacation as staying at any resort.

 

[bobbiwoz]

Oh Laurabearz, I'm so happy I read as far as your post. Me too! I'm the force behind the original purchase, and I just wanted to buy into something that would link us to the WL!

We enjoyed going to Disney with our DS's, alone, and with groups of people. I trusted Disney to live up to the service we had in the past, I didn't expect anything less, and we've gotten so much more. It isn't just our accomodations that "make" our visit.

Bobbi

 

[bongo59]

I expect a room so I can lay my head down and I expect it to be clean. I don't expect it to be ready the second we get there even if it is 4 PM. I don't expect to be compensated for rudeness or for mistakes made by myself or a castmember we are happy just to be at WDW. DVC to us was a cheap way of getting many vacations at WDW we would go back to value and moderate resorts if DVC was not available. Our favourite resorts are by far the All Stars and Coronado Springs. We also as a family believe that the magic of Disney is what you make it not what they do for you. We could sleep on the street and still have just as magical a vacation as staying at any resort.

...your family could get along with mine just fine................we share the same values on this

 

[Muushka]

The content of the contract is not relavant here. There are at least 2 reasons why we should expect good and friendly service from the CMs:

1. Simple capitalizm. I am going to spend my $$ where they treat me well. If Disney or any other company wants my money they are going to have to treat me well.

2. Basic respect. We as people should be courteous to one another as a sign of simple respect to each other. This goes both ways. CM should respect the guest and the guest should respect the CM.

This should not have to spelled out in a contract.

PS this post was written by Mr Muushka

 

[DisneySpence]

Seems like it Bongo our family looks at it as a getaway to a great place and what makes it great all of us not just the CM's and the ora the place may have. We feel that the magic of Disney is within you and your family and no cast member or resort etc make the magic. We make the magic and if you go in expecting certain things and you don't get it you get dissapointed I have read many a post about how a CM at a resort or in a park has ruined a vacation. Our family doesn't sweat the small stuff no one person on this earth could ruin our vacation we love Disney rain shine heat cold illness rudeness etc we just enjoy beeing there. IMHO it all comes down to your outlook on the vacation if you let rudeness or getting a room late bother you then you are the one to blame for the lack of a good time not the CM I can't be bothered letting silly things like that bug me life is to short I enjoy my time on holidays and so do my family and friends. IMHO this is where the magic lies not in the service or the accomodation or the promptness of room readiness etc.

 

[bongo59]

The content of the contract is not relavant here???? Oh but it is..........and that is the point...........and likely why we continue to disagree

 

[Rash]

Seems like it Bongo our family looks at it as a getaway to a great place and what makes it great all of us not just the CM's and the ora the place may have. We feel that the magic of Disney is within you and your family and no cast member or resort etc make the magic. We make the magic and if you go in expecting certain things and you don't get it you get dissapointed I have read many a post about how a CM at a resort or in a park has ruined a vacation. Our family doesn't sweat the small stuff no one person on this earth could ruin our vacation we love Disney rain shine heat cold illness rudeness etc we just enjoy beeing there. IMHO it all comes down to your outlook on the vacation if you let rudeness or getting a room late bother you then you are the one to blame for the lack of a good time not the CM I can't be bothered letting silly things like that bug me life is to short I enjoy my time on holidays and so do my family and friends. IMHO this is where the magic lies not in the service or the accomodation or the promptness of room readiness etc.

Just because you don't sweat the small stuff doesn't mean you should ignore it completely. I also don't let someone elses attitude affect my vacation, but I also follow up with the appropriate contact after vacation to provide the feedback necessary to help insure the situation is rectified in the future.

The opinion here seems to be that the people who care about poor customer service always complain and are incapable of not letting it ruin their vacation. Not so.

I'm glad you are able enjoy your vacations, as do I, regardless of customer service quality. I choose, however, to try to help all members' future vacations by attempting to keep DVC management aware of it's occasional service hiccups. As a business owner, I expect and appreciate such feedback.