HGVC Customer Service

[stevozh]

Hey everyone, I have made reservation changes over the years with customer service due to I can't make those changes on my own from the web. My experience with the phone agents are great generally, very helpful, no long wait, and they really treat you like private club members. I needed to alter my vacation by adding a day to it within 60 days of my check in, no problem. I made reservation at Cancun which it say no change allowed on the web site, but when I call, they changed the date for me no problem.

However, when I tried online chat, those agents are just Ahole. Not willing to help in anyway. Experience difference between the two really heaven and hell.

Anyone share my experience? or I was just lucky all those time on the phone? Thanks,,,,,, happy travel!

 

[alwysonvac]

Hey everyone, I have made reservation changes over the years with customer service due to I can't make those changes on my own from the web. My experience with the phone agents are great generally, very helpful, no long wait, and they really treat you like private club members. I needed to alter my vacation by adding a day to it within 60 days of my check in, no problem. I made reservation at Cancun which it say no change allowed on the web site, but when I call, they changed the date for me no problem.

However, when I tried online chat, those agents are just Ahole. Not willing to help in anyway. Experience difference between the two really heaven and hell.

Anyone share my experience? or I was just lucky all those time on the phone? Thanks,,,,,, happy travel!

LOL, thanks for sharing that the phone agents willingly break the rules. I’ve never attempted to ask but I’ll have to keep that in mind.

 

[Talent312]

It's likely that the difference is that...
It's easier being snarly online than when physically talking to a person.
... as we've seen here...

 

[CalGalTraveler]

I cannot address the HGV chat issue, but find in general that chat workers are less empowered and have limited scope. Chat is often outsourced and their contracts limit what they can do. This will get worse as AI chatbots emerge. Humans rule.