Why don't DVC guides use email???

[maryloubsw]

Maybe they do, but I just don't know it! Do your DVC guides use email? I hate playing phone tag, emails always get a much faster response. Is it because I'm a newbie and I didn't get that info yet, or they just don't do it because Disney is old-fashioned? Just wondering, its no big deal, I just want to learn all I can about DVC!

 

[Sandisw]

My guide does use email, but only to answer questions that are general and not related to purchasing, incentives, etc. For example, when I wanted to know whether or not my referral bonus had been processed, we did it all through email (there was a problem and he had to intervene).

However, when I was thinking of adding on more points, I sent him an email with my questions, knowing and expecting that he would call me with the information.

I like it this way as it is easier for me to send off an email to say give me a call if I know it is after hours, his day off, or during the work day (when I don't have time to talk anyway).

 

[maryloubsw]

My guide does use email, but only to answer questions that are general and not related to purchasing, incentives, etc. For example, when I wanted to know whether or not my referral bonus had been processed, we did it all through email (there was a problem and he had to intervene).

However, when I was thinking of adding on more points, I sent him an email with my questions, knowing and expecting that he would call me with the information.

I like it this way as it is easier for me to send off an email to say give me a call if I know it is after hours, his day off, or during the work day (when I don't have time to talk anyway).

OK good to know

 

[jmchone0830]

I did the same thing. I would send an email list of questions and then my guide would call me back at a set time with the answers. It was easier for both of us this way. He did tell me that they are very limited in what they can send in an email. Not really sure why but just said okay, a phone call is fine. I personally like emails so that I can refer back to them but that's okay this way worked too!

 

[poohbear luvs grumpy]

I know they are limited to the information they can give you over an email. My guide has answered my email questions when she could but I believe as far as pricing and I am not sure what else they can only give information on the phone.

 

[disneynutz]

Disney Legal has policies on what a Guide can put in writing. Some guides use email with limited content, others don't want to take a chance so the don't use email outside of Disney, period.

Bill

 

[CarolAnnC]

This thread has been edited as the DIS does not allow the publication of the Guides' email addresses. Thanks to all for compliance..

 

[huskies90]

Interesting. I sent my guide an email last week. No response. As far as I am concerned that is unacceptable and poor service. If you can't disclose certain information, then reply to your customer stating that.

 

[thepops]

Are you sure it made it to him/her? Again if they don't want to e-mail back, they could certainly call you.

 

[huskies90]

Are you sure it made it to him/her?

Not sure what you mean by making it to her. Are you wondering if the servers delivered it to her or whether she read the message? It was sent to her direct address email address format removed and I am pretty confident in the technology to deliver it. If you are asking if she read it, as far as I am concerned not reading an email is the same as reading it and not replying.

EDIT: This post has been editied to remove the Disney Guide email address format. - Chuck S

 

[newyorkmike]

My guide sent me two very helpful e-mails. The first was a link to an online, interactive brochure of all of the DVC resorts complete with room layouts, point charts, etc. The second e-mail included an attachment with two charts for each of DVC properties that they are currently selling. The first chart showed a buy-in at various point amounts (at 30 point intervals) applying the current incentive to show the downpayment amount, current annual maintenance fee, and monthly mortgage payment if financed through Disney at the preferred finance rate. The second chart contained all of the same information except that the monthly payment information for the mortgage was based on the regular finance rate.

 

[Chuck S]

Not sure what you mean by making it to her. Are you wondering if the servers delivered it to her or whether she read the message? It was sent to her direct address email address format removed and I am pretty confident in the technology to deliver it. If you are asking if she read it, as far as I am concerned not reading an email is the same as reading it and not replying.

EDIT: This post has been editied to remove the Disney Guide email address format. - Chuck S

DVC Guides are generally discouraged from communicating with guests via email. Guides address are generally not "public" addresses, they are for Disney's internal use. Many companies prohibit the use of company email for communication outside the company, including an acknowledgment of receipt.

It is also possible that your guide is on vacation or working one of the cruises, meaning they are NOT receiveing their email immediately.

If it is important, why not call them? It is a toll-free number for DVC sales.

 

[huskies90]

DVC Guides are generally discouraged from communicating with guests via email. Guides address are generally not "public" addresses, they are for Disney's internal use.

The guide emailed me with information so I know the email address is "public" and allowed to be used externally by Disney.

It is also possible that your guide is on vacation or working one of the cruises, meaning they are NOT receiveing their email immediately.

While certainly possible, that is still not an excuse and is still poor customer service. If she was working, she should have access to email and if she was on vacation, she should have either a back up or auto replied with alternative contact information.

If it is important, why not call them? It is a toll-free number for DVC sales.

Because my perfered method of communication is email mainly because I do not want to listen to additional information that the sales person may give nor do i want to play phone tag for days (which we did to do the initial phone tour). I just want my questions answered. I am the customer and my preference should mean something. Again, if their practice is to only communicate by phone, then, I should have received some reply to state that either via email or by phone call.

EDIT: This post has been editied to remove the Disney Guide email address format. - Chuck S

Really?? The email FORMAT had to be removed?

My guide sent me two very helpful e-mails. The first was a link to an online, interactive brochure of all of the DVC resorts complete with room layouts, point charts, etc. The second e-mail included an attachment with two charts for each of DVC properties that they are currently selling.

This was the same info my guide sent.

 

[Chuck S]

Just because they used an email to send you approved literature does NOT mean the address is for use for incoming mail from the general public. Hence the lack of auto-reply to incoming messages. Posting the format of the address is really no different than posting the address itself. It is simply "fill in the blank." .

 

[Nonsuch]

Maybe they do, but I just don't know it! Do your DVC guides use email? I hate playing phone tag, emails always get a much faster response. Is it because I'm a newbie and I didn't get that info yet, or they just don't do it because Disney is old-fashioned? ...

We took a tour 2 years ago, and the guide said they do not use email. We ended up not purchasing, since we find phone calls with salesmen generally unpleasant.

We took another tour last December, and the new guide did not volunteer an email address. I left a voicemail, requesting she reply via email. She called back on the phone, but did email when I pressed her on the issue. That was the last phone call, all other details of the purchase (including splitting the contract) were completed via email

The purchase contracts are snail-mailed...

Disney needs to get modernize the purchase process, and make it possible to add points directly from the DVC website.

 

[bumbershoot]

DVC Guides are generally discouraged from communicating with guests via email. Guides address are generally not "public" addresses, they are for Disney's internal use.

Interesting. My guide's email address is on his business card.

When I was communicating with him, I would email all my questions, and he would call, having the answers to everything already worked out! I wish he could have emailed, but then again, he's a very pleasant guy and is nice to talk to, so that was OK.

Because my perfered method of communication is email mainly because I do not want to listen to additional information that the sales person may give nor do i want to play phone tag for days (which we did to do the initial phone tour).

Sounds like you might want a different guide that you can trust not to "do you want fries with that?". As for phone tag, it's possible the guide has their hours/days on their outgoing voicemail (mine told us his days off, and when he went on vacation it was on his outgoing message), and then you can ask them to call between x and y on a to b days...

 

[maryloubsw]

We took a tour 2 years ago, and the guide said they do not use email. We ended up not purchasing, since we find phone calls with salesmen generally unpleasant.

We took another tour last December, and the new guide did not volunteer an email address. I left a voicemail, requesting she reply via email. She called back on the phone, but did email when I pressed her on the issue. That was the last phone call, all other details of the purchase (including splitting the contract) were completed via email

The purchase contracts are snail-mailed...

Disney needs to get modernize the purchase process, and make it possible to add points directly from the DVC website.

My guide told me it is a very old-fashioned company. I'm sure they would rather email too, but maybe they were told not to. It takes a good 24 hrs for my guide to return my calls, but I work in a field where I get 15 calls a day so I understand that you can't always call back immediately. I'm OK with it, I just wondered.

 

[huskies90]

Just because they used an email to send you approved literature does NOT mean the address is for use for incoming mail from the general public. Hence the lack of auto-reply to incoming messages.

It was her personal business email account not a system generated email. Most email accounts that are not set up for return emails state that or say DO NOT REPLY.

Posting the format of the address is really no different than posting the address itself. It is simply "fill in the blank." .

That would be true if someone knew what to fill in. Nobody knows my guide's first/ last name and middle initial.

 

[huskies90]

Sounds like you might want a different guide that you can trust not to "do you want fries with that?". As for phone tag, it's possible the guide has their hours/days on their outgoing voicemail (mine told us his days off, and when he went on vacation it was on his outgoing message), and then you can ask them to call between x and y on a to b days...

I prefer email. I would have been fine with a call back. I still think NO response is unacceptable. Not sure why folks are arguing this.

 

[Chuck S]

That would be true if someone knew what to fill in. Nobody knows my guide's first/ last name and middle initial.

Except that the format works for ANY guide and almost all Disney employees. We do not allow guides or other CM email addresses to be posted on the DVC boards. Only the generic address like Member Service or Member Satisfaction.

As it is Disney's policy to not have guides send anything but approved emails, like pre-printed brochures, through the system, then expecting them to do otherwise is fruitless.