Got your attn? This a.m.as I was exploring the new part of the members sight I decide to check out future vacations. As I am looking over my upcoming trips....Oh yeap there OKW, yep theres VB.......wait wait wait....wheres AKL for the dd's bday wkend? Okay no its okay, you've beena member for 13 yrs and never had a problem...breath breath. Zip over to my yahoo email to check my confirmations from Jan when I booked..okay theres OKW May 7-12, VB June 2-10, AKL March 5-7...WTH??? No no no she said May 5-7th. Wait wait wait its 0900 and call MS and get your typical nice CM explain what has gone wrong, please hold, okay I'm crying at this point..on hold. All the while thinking I own this I should have reviewed the confirmation. Yes I should have but in 13 yrs as a member I have never had a problem, I would print my confirmation letter the night before we left. So the nice CM comes back, I'm sorry my supervisor said theres nothing we can do. I said please let me speak to that supervisor so I am put on hold. Be back shortly......
After about a 7 minute wait, the supervisor gets on the phone and begins with I'm sorry but this is a business and the room was held March 5-7th and DVC had to imburse the resort yadadada. I politely interrupt and basically repeat back what he had told me and then added that another part of business is customer service. And that in my 13 yrs of ownership I had built a naive trust in Disney and I owned that it had not been my practice to review confirmations because I had never had an issue and I did own that but the CM very clearly had repeated back May 5-7th to me on the phone. So he asked what number had I called from and said he could review the phone call. I asked "seriously?" and he said yes so I with excitement encouraged him to please do so and he said he would call me back in a few hrs.
Approxiately 2 hrs later I rec'd a phone call at work, my points had been credited back to my account.
Thank you big brother. But guess what no rooms available so I am now waitlisted for 2 different catagories @ AKL for May 5-7th. He said he felt very strongly something would open open by the 1st wk in April. So please throw some pixie dust my way, my sweet girl wants her bday wkend at AKL.
Moral of the story, always read the confirmations, lesson learned, Disneys not perfect but I am grateful it has somewhat worked out. Thankful to the CM who went above and beyond for customer service.
After about a 7 minute wait, the supervisor gets on the phone and begins with I'm sorry but this is a business and the room was held March 5-7th and DVC had to imburse the resort yadadada. I politely interrupt and basically repeat back what he had told me and then added that another part of business is customer service. And that in my 13 yrs of ownership I had built a naive trust in Disney and I owned that it had not been my practice to review confirmations because I had never had an issue and I did own that but the CM very clearly had repeated back May 5-7th to me on the phone. So he asked what number had I called from and said he could review the phone call. I asked "seriously?" and he said yes so I with excitement encouraged him to please do so and he said he would call me back in a few hrs.
Approxiately 2 hrs later I rec'd a phone call at work, my points had been credited back to my account.
Thank you big brother. But guess what no rooms available so I am now waitlisted for 2 different catagories @ AKL for May 5-7th. He said he felt very strongly something would open open by the 1st wk in April. So please throw some pixie dust my way, my sweet girl wants her bday wkend at AKL. Moral of the story, always read the confirmations, lesson learned, Disneys not perfect but I am grateful it has somewhat worked out. Thankful to the CM who went above and beyond for customer service.
I so know how you feel. When we purchased our points in 2009 our Guide George made us great reservations for savannah view studios for a trip we had already planned and paid for that Oct at Pop. You know it was part-of- the-sale type reservation. Well later that afternoon MIL and I decided to just keep the Pop reservation since it was a good price and I CANCELLED THE 2 SAVANNA STUDIOS. Yes, I was a newbie and thought, " Oh I will just call back tomorrow and get them back". You see DH had come home and when he discovered that I had cancelled the animal view he was livid...did I say angry 
