Interval International provides direct email for TUG member support

[TUGBrian]

very pleased to hear that II is still monitoring this email address with someone who seems to genuinely help our members!

 

[momeason]

Interval contacted me the very next morning and provided personal and professional support on the spot. The representative had already reviewed my portfolio and had the answers and solution to my problem.
This was personalized service in direct response to my TUG email.

If only all things were this professional and easy. Bravo II and TUG.

I sent an email last night because I had issues with the involuntary cancellation process (due to the hurricanes) and a lack of full disclosure and good communication from the Interval customer service representatives. I sent a detailed email to

tugmembers@intervalintl.com

(feel free to use this email address for appropriate situations where perhaps the regular website or phone number is not getting you the information you need.)

One supervisor level representative, Mark, monitors the email address on weekdays. Mark called me this morning and extended an acceptable olive branch. Mark genuinely listens to your perceptions of the inadequacies in the process or of the system and has the authority to offer a resolution in many cases.

Kudos to Interval for providing this valuable resource to TUG members.

 

[seema]

I have found this email address - which I just learned about only 24 hours ago - very useful. Connected with Mark.

Will elaborate later.

 

[Grammarhero]

3/4/20, 1030PM: I hadan issue with my initial login into the II website. When I tried signing up and paying, I didn't receive a II membership number. I don't see the charge on my credit card, so I guess it was a busted transaction.

1040PM: I tried signing up again, but the II website says there's already a member with my contact information and that I need to call the II office to proceed.

1050PM: When I called the II office, the II rep said she couldn't find my contact info in the system. She also said I needed to contact Diamond to sign up and that there was no other way I could sign up. This II rep didn't appear very helpful. I didn't think calling Diamond was going to be helpful.

1104PM: I sent an email to the II TUG email address, in which I asked for help and submitting screenshots of my inability to sign up online.

3/5/20, 212PM: I figured that another II rep might be helpful. This second II rep was a lot more helpful. He found my contact info. He said we couldn't sign up with Diamond. He also tried trying to think of solutions to obstacles. We enrolled one of my WP units.

229PM: I sent a follow-up email to the II TUG email address in which I thanked the second II rep for helping me.

243PM: received a phone call and message from Mark asking me to call him back and answer some questions.

Updated: times, dates, and details added.

 

[TUGBrian]

Very thankful that going on nearly 7 years this email address is still providing help to TUG members and timeshare owners directly from II!

that kind of customer service is fairly rare in this industry!

 

[pedro47]

Wow, I am glad this is still going on . What a nice customer service feature by II.
TUG, does have some clout in the timeshare exchange industry. LOL.

 

[b2bailey]

Yes, I have received immediate assistance twice, with Mark's assistance.

 

[Panina]

I so appreciate the liason II provides for tuggers. It is rare to have such great service.

 

[travelhacker]

While, I'm not crazy about II support in general, Mark has resolved 2 really tricky situations for me in the past year...really grateful to have him as a resource.

 

[m61376]

What a great resource! A couple of hours after emailing him I got a return phone call (btw- Verizon lists the number as spam)..

 

[sue1947]

Another big thank you to Mark for helping out. I had 2 exchanges that needed to be changed and a rather creative idea that I knew would be tricky to explain over the phone. Mark called me back within a few hours of my email being sent and got everything sorted out. It was a pleasure to work with somebody who understands the ins and outs and who also puts customer service at the very top of the list.
Sue

 

[HudsHut]

Thank You very much to Mark Delcampo. I needed advice on upcoming Hawaii reservations due to Hawaii extending the quarantine to at least June 30, 2020.

I emailed Mark on Tuesday, and he called me within the hour and assisted me while I was on the phone.

His pleasant, professional expertise is a great asset to Interval International.
- Maria

 

[boraxo]

Wow - I think you just sold me on a TUG membership!

I receive a welcome email and letter from II but I keep getting an error message when I try to set up a profile online. I have been getting the runaround from II - waiting 30 minutes on hold and then transferred, disconnected etc nobody will take ownership or resolve the problem. This will be my next step...

 

[Sugarcubesea]

Wow - I think you just sold me on a TUG membership!

I receive a welcome email and letter from II but I keep getting an error message when I try to set up a profile online. I have been getting the runaround from II - waiting 30 minutes on hold and then transferred, disconnected etc nobody will take ownership or resolve the problem. This will be my next step...

I will say this is the best membership that you can buy. TUG, is the best resource for timeshares. In the many years I’ve been a member it’s given me help and assistance on timeshares and so many other topics

 

[klpca]

Wow - I think you just sold me on a TUG membership!

I receive a welcome email and letter from II but I keep getting an error message when I try to set up a profile online. I have been getting the runaround from II - waiting 30 minutes on hold and then transferred, disconnected etc nobody will take ownership or resolve the problem. This will be my next step...

Mark will fix it. I had an issue when adding a unit to my membership (years ago). I tried to have the regular reps fix it for a couple of weeks before I gave up and reached out to Mark. He fixed it within one day. I hope that it gave him an opportunity to train the other reps since reaching out to him with our issues makes him aware of the type of problems we are experiencing and that the reps are not able to resolve them.

With respect to paying for a TUG membership - once you are a member you have access to the sightings board where people post "sightings" of good exchange inventory available. That in and of itself is worth every penny of the membership cost.

 

[liongate88]

Mark will fix it. I had an issue when adding a unit to my membership (years ago). I tried to have the regular reps fix it for a couple of weeks before I gave up and reached out to Mark. He fixed it within one day. I hope that it gave him an opportunity to train the other reps since reaching out to him with our issues makes him aware of the type of problems we are experiencing and that the reps are not able to resolve them.

With respect to paying for a TUG membership - once you are a member you have access to the sightings board where people post "sightings" of good exchange inventory available. That in and of itself is worth every penny of the membership cost.

How do you access the “sightings board” for great exchanges?

 

[klpca]

How do you access the “sightings board” for great exchanges?

Scroll down past the Tug Lounge Forum.

 

[amanven]

Having access to the TUG direct email to interval was great! I emailed Interval with a complaint and Mark was on the phone to me less than 10 minutes after I sent it. He did a great job addressing my concern and provided an exceptional problem resolution that renewed my faith in Interval International. The whole process of having that email resource to use was also a great confirmation of why I have a TUG membership!!

 

[klpca]

Having access to the TUG direct email to interval was great! I emailed Interval with a complaint and Mark was on the phone to me less than 10 minutes after I sent it. He did a great job addressing my concern and provided an exceptional problem resolution that renewed my faith in Interval International. The whole process of having that email resource to use was also a great confirmation of why I have a TUG membership!!

I couldn't agree more. I usually try to resolve things without involving Mark, but if the situation is unusual he has always been able to help. It is amazing that TUG members have our own rep for II.

 

[louisianab]

I wanted to echo my support for Mark and the II email in this forum. He helped me rearrange a trip that is coming up that had a lot of visitor restrictions and was able to hold my new unit until we could connect and discuss the solution. thanks TUG and II

 

[cyntravel]

I would like to say "Thank You So Very Much" to Mark Delcampo. I was trying to add my husband and a new property to my Interval Membership in December and there were lots of issues involved. I tried every means to resolve it myself with II but after a month I contacted Mark. In less than 3days Mark had it resolved! WOW. Reach out to him. If anyone can assist you Mark can. Thanks!!!!

 

[jackio]

I, too, would like to thank Mark Delcampo for helping me with an issue related to e-plus. Wonderful service, very nice gentleman!

 

[Mongoose]

This is really amazing. Thank you for this direct connection. Mark responded to me within 10 minutes and solved my problem. Mark, you are Awesome! Thank you.

 

[Mongoose]

So lesson learned about II. If you put in an ongoing search for a wide date range and it finds a match, it will automatically confirm it. Its not like RCI where you can review the match before confirming it. A little frustrating, but Mark from II was able to fix it for me and revert back to my ongoing search.

 

[dioxide45]

So lesson learned about II. If you put in an ongoing search for a wide date range and it finds a match, it will automatically confirm it. Its not like RCI where you can review the match before confirming it. A little frustrating, but Mark from II was able to fix it for me and revert back to my ongoing search.

While it does auto match. You do have 24 hours to cancel the match. You don't need Mark to help with that. You can do that over the phone with a regular rep.