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wdwjeff · 06-28-2008

Hi, All,

Is anyone having big problems with DVC, both on the phone and online? I am pasting an email below that I just sent them, and am curious to hear what others are experiencing (I am pasting it word for word except for the personal info):

Hi,

I am extremely unhappy with DVC and Disney in general right now. Please allow me to elaborate. I have two contracts: one at OKW and one at VB. My family and I have reservations at BCV this coming August.

My problems began about two weeks ago, when I switched internet providers and therefore needed to change my registered email address from xxxxx@comcast.net to xxxx@verizon.net. When I attempted to make this change on the DVC website, it continuously kicked me back to the old email address, and then said I had 3 failed log-ins. Because of these "failed log-ins," which in actuality never occurred, the website told me that I needed to call DVC for a one time access code in order to log in. I complied, and was able to log in.

I thought that was the end of my issues until today. When I attempted to log in to double check everything, the website told me that I was logged into another Disney website and needed to log off before entering the DVC site, which was not true. It further told me, again, that I now needed a one time access code in order to log in.

Thinking that the mistake may have been on my end, I then clicked on, in succession, both the "I forgot my member name" and the "I forgot my password" buttons. Then things got worse. Not only did I have the correct member name and password, but they were sent to my comcast address, which I had changed recently as stated above. So, not only did the system apparently reset itself to my old email address, but it also continued to tell me that I was logged in to another Disney site, and that I again needed a one time access code.

At this point, with all these problems occuring, I began to wonder whether my reservation still existed at all. So, I then called the DVC member phone number. Member services was closed and said that, if this was an emergency, I should call 407-824-2222. Because of the issues stated above, I considered this an emergency, so I called that number. Things got significantly worse from there.

I explained the situation to the CM who answered the phone. She said I should hold on a minute. I thought she'd be getting back on the phone, but instead she kicked me over to the DVC phone number, which was obviously closed. So I called back again. The next person I talked to also asked me to hold on for a minute and then hung up on me. So I called a third time.

I explained my situation yet again and was told that nothing could be done and I should call Member services tomorrow morning. I told the CM that I was too worried to wait that long and asked to speak to a supervisor for further assistance. I was told that there were not any supervisors to refer me to. I then asked if, at the very least, my phone call and problems could be logged in so that they could be referred to tomorrow. I was told that this was also impossible. I then said that this means I'd have to start all over again from square one when I call tomorrow, and that I was beyond frustrated with the poor service I was receiving. I asked if there was anything at all that could be done this evening to expedite things tomorrow, and again asked for a supervisor. I was then asked to hold on one more time, and was hung up on again!

I thought Disney cared about its DVC members. Apparently, this is not the case. Since I no longer trust DVC or Disney at all over the phone, I am sending this email tonight with the full intention of reading it verbatim to whomever I can speak to at DVC tomorrow morning. I plan on demanding, not asking for, several things:

1 - Fix my issues. Make me able to log in. Change my email address to xxxx@verizon.net. Luckily for me, I kept my old address in case of issues like this. However, my comcast address will cease to exist in about one more week.
2 - Make sure my reservation is valid
3 - Compensate me in some way for the absolutely horrendous way in which Disney has treated me today.

To sum up my mistreatment: I can't log in, had my old email address re-entered into the system, was told no one could help me when I called the emergency phone number, and was hung up on by either the system or CM's multiple times.

In short, because of Disney, I am not having a magical day. It's up to you to change that fact.

Sincerely,
XXX XXXXXX
xxxx@verizon.net, not comcast.net

06-28-2008	#1 (permalink)
wdwjeff Big Cheese Join Date: Feb 2002 Location: West Chester, PA Posts: 764	Major issues with DVC Hi, All, Is anyone having big problems with DVC, both on the phone and online? I am pasting an email below that I just sent them, and am curious to hear what others are experiencing (I am pasting it word for word except for the personal info): Hi, I am extremely unhappy with DVC and Disney in general right now. Please allow me to elaborate. I have two contracts: one at OKW and one at VB. My family and I have reservations at BCV this coming August. My problems began about two weeks ago, when I switched internet providers and therefore needed to change my registered email address from xxxxx@comcast.net to xxxx@verizon.net. When I attempted to make this change on the DVC website, it continuously kicked me back to the old email address, and then said I had 3 failed log-ins. Because of these "failed log-ins," which in actuality never occurred, the website told me that I needed to call DVC for a one time access code in order to log in. I complied, and was able to log in. I thought that was the end of my issues until today. When I attempted to log in to double check everything, the website told me that I was logged into another Disney website and needed to log off before entering the DVC site, which was not true. It further told me, again, that I now needed a one time access code in order to log in. Thinking that the mistake may have been on my end, I then clicked on, in succession, both the "I forgot my member name" and the "I forgot my password" buttons. Then things got worse. Not only did I have the correct member name and password, but they were sent to my comcast address, which I had changed recently as stated above. So, not only did the system apparently reset itself to my old email address, but it also continued to tell me that I was logged in to another Disney site, and that I again needed a one time access code. At this point, with all these problems occuring, I began to wonder whether my reservation still existed at all. So, I then called the DVC member phone number. Member services was closed and said that, if this was an emergency, I should call 407-824-2222. Because of the issues stated above, I considered this an emergency, so I called that number. Things got significantly worse from there. I explained the situation to the CM who answered the phone. She said I should hold on a minute. I thought she'd be getting back on the phone, but instead she kicked me over to the DVC phone number, which was obviously closed. So I called back again. The next person I talked to also asked me to hold on for a minute and then hung up on me. So I called a third time. I explained my situation yet again and was told that nothing could be done and I should call Member services tomorrow morning. I told the CM that I was too worried to wait that long and asked to speak to a supervisor for further assistance. I was told that there were not any supervisors to refer me to. I then asked if, at the very least, my phone call and problems could be logged in so that they could be referred to tomorrow. I was told that this was also impossible. I then said that this means I'd have to start all over again from square one when I call tomorrow, and that I was beyond frustrated with the poor service I was receiving. I asked if there was anything at all that could be done this evening to expedite things tomorrow, and again asked for a supervisor. I was then asked to hold on one more time, and was hung up on again! I thought Disney cared about its DVC members. Apparently, this is not the case. Since I no longer trust DVC or Disney at all over the phone, I am sending this email tonight with the full intention of reading it verbatim to whomever I can speak to at DVC tomorrow morning. I plan on demanding, not asking for, several things: 1 - Fix my issues. Make me able to log in. Change my email address to xxxx@verizon.net. Luckily for me, I kept my old address in case of issues like this. However, my comcast address will cease to exist in about one more week. 2 - Make sure my reservation is valid 3 - Compensate me in some way for the absolutely horrendous way in which Disney has treated me today. To sum up my mistreatment: I can't log in, had my old email address re-entered into the system, was told no one could help me when I called the emergency phone number, and was hung up on by either the system or CM's multiple times. In short, because of Disney, I am not having a magical day. It's up to you to change that fact. Sincerely, XXX XXXXXX xxxx@verizon.net, not comcast.net __________________ wdwjeff GF 1988 ASMu 1998 Studio City Sheraton 2000 HRH/CBR June/July 2002 Portofino Bay Sept./Oct. 2004 BWV/Royal Pacific July/August 2005 HRH/BCV August 2008 My Disney Countdown Counting down to: Universal first, then it's Magic Time We're here, We're here!!!!!!!!!