Wits End with DVC Member Services - Need Advice

[Coastie]

This has got to the worst DVC reservation experience since joining back in 2000. First... DVC took points from the wrong UY, then while making the change, they had to cancel the last night of a 2 bdrm (VWL December), to "move" my points. They assured me the 2 bdrm would be right there when the "new" reservation was made with the correct UY points and I would still have the night available. The process took about 3 minutes, member services put me on hold, the room was GONE and DVC REFUSED to make any adjustment. No 2 bdrms available!!!! I was waitlisted!!! Then I asked about cash availability... none were listed as yet, please call back in about 3 weeks. 3 weeks??!! No way was I waiting, I called each day for 5 days, same answer. Well, maybe they WERE right this time. To my chagrin, after little over 2 weeks, after my initial call... NO CASH rooms available!

My complaints seemed to have landed on deaf years. Any advice?

 

[JimMIA]

I would call back tomorrow and ask (demand) to speak to a supervisor. If that doesn't work, go up the food chain -- everyone has a boss.

That is just not right. The problem is their incompetent system and their hapless attempts to fix it.

 

[Sammie]

Why should they fix anything that is broke, as long as sales are record high. You can can't google anything without DVC popping up. I got a on music site the other day and there was DVC for sale. And not even a Disney site at that. They are everywhere.

I am thoroughly disgusted.

 

[OntFamily]

Why should they fix anything that is broke, as long as sales are record high. You can can't google anything without DVC popping up. I got a on music site the other day and there was DVC for sale. And not even a Disney site at that. They are everywhere.

I am thoroughly disgusted.

It's not as though DVC advertises on each site, but that many DVC resellers utilize Google Ads, and other such internet advertising vehicles.

Since your computer "knows" you visit sites that have to do with DVC, the ad sites send you advertisements that deal with DVC. You are being targetted. I've oversimplifed everything as there are many ways you can be targetted for DVC ads.

 

[bobbiwoz]

It took 3 postal letters to DVC, but eventually, DVC did make good on my lost ressie.

For me, it was the letters, and the third one had copies of the other two attached. The procedure took from April to June, '07. I didn't call about the problem after the first week.

Bobbi

 

[Coastie]

Thanks to all. Seems snail mail is the way to go.

 

[Sabor]

DVC took points from the wrong UY,

Sorry to sound un sympathetic - But one of the biggest problems with this country today is that people are always looking to blame someone else and don't want to accept responsibility.

When dealing with Banked and Borrowed points , it is the Members responsibilty to make sure the points are used and allocated as they wish and to confirm this before any reservation is completed.

DVC cannot just take points from the wrong use year , and any and all consequences that happen after you allowed that reservation to made are on you.

 

[FARBRI]

Good Luck I Sent Many Certified Letters Up The Food Chain And Nothing Was Done About My Problem. Unfortuantely We Are All At Fault Because We Contiue To Buy In To Dvc. At Least I Do.

 

[drusba]

Sorry to sound un sympathetic - But one of the biggest problems with this country today is that people are always looking to blame someone else and don't want to accept responsibility.
When dealing with Banked and Borrowed points , it is the Members responsibilty to make sure the points are used and allocated as they wish and to confirm this before any reservation is completed.
DVC cannot just take points from the wrong use year , and any and all consequences that happen after you allowed that reservation to made are on you.

That is a little harsh. DVC's practice is to use banked points first, then current points -- ask them and they say that is what they do. Therefore one should be able to rely on them doing what they say they do. Owners have certain responsibilities but one of them is not to assume the MS employee is always going to screw up and therefore you must always check and re-check everything. Moreover, the real issue appears to be closing out a night to fix the problem. When I had a similar issue before they did the switch of points without having to close out any part of the reservation first. So this is a computer issue and what it really is an issue of an employee who did not know the right commands to give to the computer.

 

[Dean]

One should always specify the membership # that applies to a given UY when calling in. NEVER let them look it up by name, SSN or other generic means that might pull multiple UY. Always specify the points involved, starting and finishing balances for any given UY and the next including how many are current, banked and borrowed. As presented this sounds like DVC's mistake but it's hard to know for certain. They should have the ability to go back and listen to the calls. If they determine they made the promise they wouldn't lose it OR can document it was their fault based on the first call, they should fix it even if it means bumping someone else. There are always ways to entice someone to change their reservation including a points discount, dining enticements, size/resort upgrades, etc.

 

[Tiger926]

Sorry to sound un sympathetic - But one of the biggest problems with this country today is that people are always looking to blame someone else and don't want to accept responsibility.

When dealing with Banked and Borrowed points , it is the Members responsibilty to make sure the points are used and allocated as they wish and to confirm this before any reservation is completed.

DVC cannot just take points from the wrong use year , and any and all consequences that happen after you allowed that reservation to made are on you.

They did this very thing to me today! The rep I spoke with had a lot of problems with my requests (I switched a studio to a 1 bedroom), and she took points from the wrong UY. I specifically asked for a review of what she did, and when she was still confused, I quickly hung up (even though she assured me all was fine, I knew she didn't do it right), checked online and called right back. The next rep I spoke with noticed right away and wondered why she did that in the first place? When they reallocate points, she told me they do it behind the scenes so as not to affect the ressie. I was assured my babies wouldn't be left on the street if they mess up & lose my ressie, as she said they have to reallocate points all of the time.

Hopefully, things work out fine for both of us! Tiger

 

[Coastie]

I totally agree it is the member's responsibility to keep track of all points and what UY is being used. However, I would have dropped the issue if the room I had requested during the transaction was kept as requested.

 

[mikeandkarla]

It is definitely the members responsibility to know which points to use. On more than one occasion, MS has tried to use different UY or contract point allocations for several of my reservations. I had to explain to them where to take the points from. After they realize their error, they usually apologize.

 

[Duckfan-in-Chicago]

Sorry to sound un sympathetic - But one of the biggest problems with this country today is that people are always looking to blame someone else and don't want to accept responsibility.

When dealing with Banked and Borrowed points , it is the Members responsibilty to make sure the points are used and allocated as they wish and to confirm this before any reservation is completed.

DVC cannot just take points from the wrong use year , and any and all consequences that happen after you allowed that reservation to made are on you.

Mistakes can happen. They can happen on either end. I believe it is the member's responsibility after a reservation is made to confirm the reservation after the fact.

I have made dining reservation with WDW Dining for a Tuesday that ended up on a Thursday. I know I said Tuesday. I heard the woman say Tuesday back to me. When I confirmed the reservation, it came up as a Thursday. As I said, mistakes happen. Did it happen on my end or their end? I believe it happened on their end, of course, but I can't be 100% sure so why get all upset over it? I was there for the week so it didn't really matter to me.

Now if I called back to change that reservation from a Thursday to a Tuesday, and was promised they could do it, (the Thursday could work so if they couldn't do it I tell them in this example don't bother) and in the process they lost the one and couldn't get the other, your first paragraph says the biggest problem in this country is people don't want to accept responsibility. Who in this example should accept responsibility???

 

[Disbuf]

I too have had problems with member services using the wrong points for reservations. You really have to keep a very close eye on what is going on with your points. We almost lost 60 points because member services had used current use year points before they used our banked points. When I caught the error online, I called to inquire about changing them out. I asked why this happened and I was told that it is the members responsibility to keep track of their points. Apparently the $20,000+ I spent was only for a room and not for a minimal amount of customer service.

I agree that as long as people like us continue to throw our money at Disney, things won't change. We had a horrible stay over Christmas. The room at OKW was in terrible shape including mold growing on the ceiling around the air vent. I complained to a manager but got a less than acceptable response. I was told that our building was scheduled for rehab this spring but beyond that they were not willing to do much. We are honestly considering selling our 250 points due to an apparent lack of concern shown for members.

 

[wildernessDad]

I recently made 3 reservations for VWL for this December and had some issues with MS not using banked points at first. I got this fixed before the day-by-day bookings ended. They can and do reallocate our points. You can see some of it by looking at the activity link. After I had completed the day-by-day booking of the 3 reservations, I called back to make sure that MS had used all of my banked points on the largest of the 3, the one I am nearly certain that I will take. The other two, my best friend and my daughter are somewhat uncertain. No, I am not booking speculatively. If either of them have to cancel, I will bank those points.

It would be nice to see online if banked points were being used for a reservation and if so, how many of them were being used.

 

[antree]

This happened to me last year, I lost Halloween Night when they were transfering my points from one hotel to another, then they couldn't get me Halloween night back at any hotel. I was a mess, I was so upset, I told them I was not hanging up until they got me my room back. I was on the phone with them 1 hour{no Lie} They finally came back with not only Halloween night but it was for a prefer view which I didn't have plus the day after which I didn't have{I was on waitlist for them}. They knew they screwed up and they weren't going to hang up until they fixed it. Call back speak with their supervisor, The MS I spoke with also had their supervisor helping to get the room back. I hope all goes well. I am sending pixie Dust your way

Maria

 

[BWV Dreamin]

Tonight, I booked a 3 nite cruise for May 2009. I was 45 minutes on the phone with the CM working with the supervisor to get the booking completed! I spoke with the cruiseline CM's earlier in the week to get my facts straight before booking. When I spoke with the one tonight, she was telling me totally different info!! Told her not to do anything with my points, needed a supervisor. We had to 3-way call to get it right! Then, the CM never used a Disney rewards card to use towards cash portion of trip. Another hold for supervisor. We did finally get it to work, but unbelievable the amount of time for the ressie. This could have been a total disaster if I did not demand for the supervisor to get involved. Please, please just don't except what the CM's are saying if it doesn't sound right to you. Get that supervisor!!

 

[Coastie]

Thanks again to all. There still seems to be a glimmer of hope... at least a cash room was available, so not all hope is lost. Now just waiting to see if DVC responds within this millennium