Why do you have to know more than MS?

[3girlsfun]

Since becoming a DVC member, I've become increasing disappointed with calling Member Services. When I ask anything but a basic question about the resort they never seem to know the answers.

We are staying at SSR in June, 3 different member service people cannot tell me where the zero entry pools are. Finally I just told them I'd do the research and call back.

Am I asking too much?

 

[Deb & Bill]

Since becoming a DVC member, I've become increasing disappointed with calling Member Services. When I ask anything but a basic question about the resort they never seem to know the answers.

We are staying at SSR in June, 3 different member service people cannot tell me where the zero entry pools are. Finally I just told them I'd do the research and call back.

Am I asking too much?

They might not even be in Florida, let alone Orlando and may have never visited the parks. All they are required to do is take reservations, make changes to reservations and cancel reservations.

To some of the MS CMs, it's a crummy job where people yell at you all day long when you can't make magic" for them.

The main pool at SSR does have zero entry. And I think the other two themed pools (Grandstand and maybe Paddock) might also be zero entry. The unthemed pool at Congress Park is not zero entry but it should have a wheel chair entry point (to transfer from the chair).

 

[DebbieB]

I think you are asking too much. Their job is to book reservations, not to know every little detail of each resort. Your best bet would be to send an e-mail, that way someone could research it and get an answer to you.

 

[OldGrizzly57]

Am I asking too much?

Yup you are!

For the answers to those types of questions you are obviously supposed to come HERE!

Griz

 

[disneynutz]

Welcome to the world. You will find that you know more than a lot of people. The only info that the MS CM's have is what's provided to them by Disney and many don't take the time to read the info. I have had MS tell me that I should check on the DIS Boards for answers to some of my questions.

There is a difference of what Members think they own and the support that they should receive and what Disney really provides. We really do think that we are in a club, Disney thinks of us as as someone that bought a contract.

Bill

 

[Kidanifan08]

I use Google. Many of the DVC threads I see on these boards could be answered if the OP would just use Google. An astute MS CM should be using Google!

Disclaimer: I do not work for Google, nor do I have a financial interest in the company. It just works for me!

Edit: this is not to imply that this is a bad thread or bad question. I agree that they should have a knowledge of the resort amenities, and it's sad when they don't. Also, I did not Google the SSR pool question, so I don't know if the answer is even out there on the web.

 

[KAT4DISNEY]

I think it would be a good idea for DVC to have a list of FAQ's for the resorts because MS does seem to have a lack of knowledge - or even worse, incorrect information.

 

[BirdsOfPreyDave]

We are staying at SSR in June, 3 different member service people cannot tell me where the zero entry pools are. Finally I just told them I'd do the research and call back.

To answer the question you posed to MS, the High Rock Spring pool (the main pool near the Carriage House and Springs section) and the Paddock pool both have zero entry. The pools in the Congress Park, Grandstand, and Tree House Villa sections do not.

The main pool at SSR does have zero entry. And I think the other two themed pools (Grandstand and maybe Paddock) might also be zero entry. The unthemed pool at Congress Park is not zero entry but it should have a wheel chair entry point (to transfer from the chair).

Congress Park, Grandstand, and Tree House pools do not have zero entry. Each of these pools has ladders and steps only. While the steps do have a double-handrail, they are not otherwise accessible. (There is no transfer platform or above-ground bump down steps.)

In addition to the zero entry, the Paddock also has a hydraulic/electric lift.

 

[nunzia]

Well, look at it this way..you work for central reservations for Hilton..many more properties, but still...a person calls to make a reservation at the Hilton in Albuquerque..a screen gives you options of what is available to reserve and the info that pops up on the Albuquerque property is all that you know. You will know the caller will have a breakfast, you will not know if there will be cheese danish or where the bathroom is located in by the breakfast area. You will know the property has a pool and a hot tub, tyou will not know if there are four steps leading into the pool or if pool toys are provided.
These people just have an overview of the system and how to assign points (hopefully)..they are not experts on each resort. I can tell you that most are totally clueless about VGC.

 

[3girlsfun]

Thank you for the wonderful info on SSR. This is very useful information.

I wouldn't compare the small amount of DVC properties to a reservations agent at Hilton, that is way different. I understand the comparison, I just don't see it as the same. I think next time I have a specific question about a resort, I'll call the resort directly.

I think it would be beneficial for the CM's to gain background knowledge, or at a min., like suggested here, have a fact sheet. I'm perfectly capable of using Google, and understand how to do a search. It always surprises me when people on the boards complain about other people asking questions on the boards.

 

[DebbieB]

Thank you for the wonderful info on SSR. This is very useful information.

I wouldn't compare the small amount of DVC properties to a reservations agent at Hilton, that is way different. I understand the comparison, I just don't see it as the same. I think next time I have a specific question about a resort, I'll call the resort directly.

I think it would be beneficial for the CM's to gain background knowledge, or at a min., like suggested here, have a fact sheet. I'm perfectly capable of using Google, and understand how to do a search. It always surprises me when people on the boards complain about other people asking questions on the boards.

Problem is when you call the resort direct number, you get a call center, not the actual resort.

DVC should put more specific information on the website.

 

[wildernessDad]

I think it would be a good idea for DVC to have a list of FAQ's for the resorts because MS does seem to have a lack of knowledge - or even worse, incorrect information.

I like this idea.

Problem is when you call the resort direct number, you get a call center, not the actual resort.

DVC should put more specific information on the website.

I like this idea too. Put a list of FAQ's on the member's website. Of course, someone would have to maintain it if the information changed.

 

[heynowirv]

Problem is when you call the resort direct number, you get a call center, not the actual resort.

DVC should put more specific information on the website.

Debbie,
I never knew that, i assumed ( we all know how to spell that word) when you call the resort the resort that you actually get it.

 

[BirdsOfPreyDave]

Debbie,
I never knew that, i assumed ( we all know how to spell that word) when you call the resort the resort that you actually get it.

Nope. You get a call center, which I think is in the mid-West somewhere. I forget where, but it definitely isn't WDW. Same when you call the operator or front desk from your room. You're not actually talking to the front desk; you're talking to that same call center.

 

[Missyrose]

Nope. You get a call center, which I think is in the mid-West somewhere. I forget where, but it definitely isn't WDW. Same when you call the operator or front desk from your room. You're not actually talking to the front desk; you're talking to that same call center.

Which is why if there's a problem you need addressed with your room, you should always walk to the front desk instead of calling.

 

[Deb & Bill]

Which is why if there's a problem you need addressed with your room, you should always walk to the front desk instead of calling.

Unless it is a maintenance or housekeeping issue. Then just select the appropriate number on the phone.

 

[disneynutz]

Nope. You get a call center, which I think is in the mid-West somewhere. I forget where, but it definitely isn't WDW. Same when you call the operator or front desk from your room. You're not actually talking to the front desk; you're talking to that same call center.

I know that there is a call center in Tampa, there may be others.

Bill

 

[disneynutz]

I think it would be a good idea for DVC to have a list of FAQ's for the resorts because MS does seem to have a lack of knowledge - or even worse, incorrect information.

There isn't any reason for Disney to spend any energy training MS beyond helping make reservations. Because we are locked into the DVC program there isn't any incentive for them to provide full service to keep us coming back.

If we don't like the service that we receive, our only options are to fire Disney and try a different management company or sell your contract to someone else who takes your place.

Bill

 

[3girlsfun]

Wow!!! I had no idea that you don't get a person at the resort when you call the front desk, that is amazing!

You're right though, there is no incentive for DVC to take care of us once we are in the system....makes me sad.

 

[crisi]

There is actually a lack of incentive for them to become knowledgeable on this sort of thing. They need to make reservations efficiently. If they are answering questions about the resort and chit chatting with the members, DVC needs to hire more operators. More operators means higher dues, higher dues means more complaints and fewer sales.

Do we really need to pay member service staff to type phrases into Google? Seems like that is something we could do ourselves.