[wdwjeff]

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

[Dana]

oh wow Jeff. How frustrating. I hope they fix this issue for your first thing and that all your reservation info is correct and as it should be. Please do update us on how you make out. Sorry you are dealing with this aggrevation.

[mickeysgirlz]

NOT magical at all . . .

I agree Disney needs to get its act together on how it keeps its computer system. Each time I call, the have a wrong something or other, phone number/email, and I have to repeatedly update it! When you are a frequent guest it is VERY frustrating!!

Good luck tomorrow and I hope your issues get resolved!

[ddoll]

Oh boy. They sure do need to step up and fix this for you. There are people whose sole job it is to make sure things like that don't happen.

Good luck with finding your resolution.

[Elmo]

Do you not have the written confirmation from Disney? Did you try calling the BC to at least verify the reservation? I am not sure if they can pull up something up that far out, but you could try.

[DVC Mike]

Originally Posted by wdwjeff

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.

Yes, the DVC web site is pretty bad. Problems like this are fairly typical. The DVC web site could be much improved. Members should not have to experience problems on a regular basis. Shame on DVC for this!

Originally Posted by wdwjeff

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.

I'm not sure why you considered this an amergency. Just because you couldn't change your email address on the web site or got locked out of the web site, I don't understand why you thought you had lost your reservation.

Originally Posted by wdwjeff

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 think Disney's after-hours response was appropriate, especially since your situation was really not an emergency.

Originally Posted by wdwjeff

I thought Disney cared about its DVC members. Apparently, this is not the case.

Just because MS was not available after hours to handle a non-emergency?

Originally Posted by wdwjeff

3 - Compensate me in some way for the absolutely horrendous way in which Disney has treated me today.

If they compensate you, great. However, my own personal feeling is that you aren't entitled to any.

I'm sorry you had difficulties with the DVC web site, but IMO, your reactions went a bit farther than deserved.

[WishUponAStar]

Ehh, I've had some log-in problems here and there with the DVC site but anytime I've ever called for assistance they've been beyond helpful & swift. I am so sorry you felt you were treated unfairly, not sure I would have considered it an emergency but hopefully tomorrow a DVC member services team member will make everything A-OK.

I completely agree with two things though; improve DVC website & extend Member Services hours even more than they already did.

[DisneyTeacher]

Originally Posted by WishUponAStar

I completely agree with two things though; improve DVC website & extend Member Services hours even more than they already did.

I agree with both of these. I haven't had a lot of trouble with the DVC site yet but I have read about all the problems so it's just a matter of time. I also believe MS needs to extent their hours again, maybe to match CRO or at least get closer to their hours. The hours are better than they used to be but they could be better.

I hope you get this worked out today, Jeff.

[rosebud]

Sorry to hear about your issues. Guest Communications will respond to your e-mail in about two weeks, but every letter does get a response.

[wdwjeff]

Well, here's my update so far:
I spoke to MS and asked for a supervisor early this morning. I was transferred to Cynthia , who has been extremely helpful. First, she reconfirmed my reservation, so that worry was instantly removed. She then told me many people were having log-in issues and that they actually had to shut the entire site down today to address this.
She also told me that the after-hours people should never answer anyone that way, and asked if she could call me back after she investigated this. And, boy, did she ever investigate! She called that number herself and pretended to be in the same situation I was in. And, guess what? She got the same response, which, in her words, "was unacceptable." She actually even called a meeting of supervisors to address people being given answers like that, and promised me that this policy of pretending no supervisors existed would cease immediately. And I believe her.
Also, as far as compensation, I was planning on asking for a fruit basket or something like that - you know, throw me a bone to show that you care. Well, she offered much more than that, and actually gave me some extra points banked into next year. This was significantly more than I ever would have expected.
She also fixed the email address snafu. I'm still having the log-in issues, but so is everyone else; I'm sure that will be fixed since they shut down the whole site in order to do so.
Bottom line - yesterday was pretty bad but Cynthia sure made up for it today. Hooray for Cynthia

[mickeysgirlz]

Now there's the Disney Magic we all know and love!

[b1wife]

I am so glad Cynthia was able to resolve your problem in a manner that was acceptable to you. Hope your faith in the magic has been restored.

[DisneyTeacher]

I'm glad you got Cynthia, she was just the person you needed today. I love that she called to find out just how you were treated, that shows she's concerned about more than just your situation.

[Prezcatz]

Jeff-
I agree with a few others that while your issues were aggravating, this was probably not something I would have considered an emergency. I am very glad that Cynthia took the time to listen to your concerns and take such prompt and direct action. She should definitely be commended for her efforts and taking to heart the values of the Disney company by putting them into action.

I definitely think your "compensation" is much better than a fruit basket!!!
What a score!

Prezcatz Paul

[Andrea]

Now THAT'S customer service! Glad it worked out for you.