IT Ticket Cleared (Sort Of)

[chapjim]

Back in May, I opened a ticket because I was unable to edit information on my Owner Profile to correct erroneous information that had appeared. When clicked on Edit Personal Information, I got endless spinning.

So, now I click on Edit Personal Information and the info screen opens and I am able to put new information in the boxes. But, when I save the edited information, it goes the Personal Information screen and the same information that was there before. The only change that stuck was adding a home phone number, which had mysteriously disappeared.

Meanwhile, sometime in the last day or two, Wyndham moved me from Virginia to West Virginia. Street address and ZIP are correct, but the state is wrong. Can't change that, nor can I change the email address, which some months ago mysteriously changed from my wife's email address to mine.

It shouldn't be that hard!

 

[BoomerKwanger]

Back in May, I opened a ticket because I was unable to edit information on my Owner Profile to correct erroneous information that had appeared. When clicked on Edit Personal Information, I got endless spinning.

So, now I click on Edit Personal Information and the info screen opens and I am able to put new information in the boxes. But, when I save the edited information, it goes the Personal Information screen and the same information that was there before. The only change that stuck was adding a home phone number, which had mysteriously disappeared.

Meanwhile, sometime in the last day or two, Wyndham moved me from Virginia to West Virginia. Street address and ZIP are correct, but the state is wrong. Can't change that, nor can I change the email address, which some months ago mysteriously changed from my wife's email address to mine.

It shouldn't be that hard!

I was able to change my (similarly) erroneous information by calling in...they fixed it right there while on the phone. Not sure why the website gives us the "ability" to change our personal information at all since it always seems to revert back or lead to a crash.

 

[richardm]

I'm probably not going to be able to explain this with much clarity.. I apologize in advance...

This issue is caused because the online system isn't always correctly mapped to the correct unique profile fields. Wyndham allows multiple profiles to be saved on a member account number (which is why multiple people can each have their own login to the same member account- and when they log in they'll see their specific first name in the welcome messaging), but there are mapping issues with the website and the underlying csm databases. I've seen accounts where information from an outdated member profile that was saved years ago will somehow suddenly appear on the current online view. Normally, it is just one or two fields- which is why an old email, phone, or address may suddenly show. When changes are made online by an owner- they are only saved on the one specific login profile. When the views are mapped correctly, the updated information shows properly.. If the online view is actually pulling that specific data field from another "hidden" profile- the wrong info still shows.

When you call into owner services, if the rep who answers is experienced they'll understand the multiple profile inconsistencies and they have the ability to toggle profiles. They should be able to update the info as needed on all profiles. If the rep is inexperienced and mentions a "ticket" or "SAIF", just tell them no thank you and then call back later and try again with another phone rep. In my experience, it's never a positive thing when Wyndham creates an IT ticket on the account.

 

[chapjim]

I'm probably not going to be able to explain this with much clarity.. I apologize in advance...

This issue is caused because the online system isn't always correctly mapped to the correct unique profile fields. Wyndham allows multiple profiles to be saved on a member account number (which is why multiple people can each have their own login to the same member account- and when they log in they'll see their specific first name in the welcome messaging), but there are mapping issues with the website and the underlying csm databases. I've seen accounts where information from an outdated member profile that was saved years ago will somehow suddenly appear on the current online view. Normally, it is just one or two fields- which is why an old email, phone, or address may suddenly show. When changes are made online by an owner- they are only saved on the one specific login profile. When the views are mapped correctly, the updated information shows properly.. If the online view is actually pulling that specific data field from another "hidden" profile- the wrong info still shows.

When you call into owner services, if the rep who answers is experienced they'll understand the multiple profile inconsistencies and they have the ability to toggle profiles. They should be able to update the info as needed on all profiles. If the rep is inexperienced and mentions a "ticket" or "SAIF", just tell them no thank you and then call back later and try again with another phone rep. In my experience, it's never a positive thing when Wyndham creates an IT ticket on the account.

That makes sense in that it helps explain the cause of the problem. It doesn't make sense in that a corporation of Wyndham's (TNL) size should be able to avoid such problems. That Wyndham can't is inexcusable.

In my last call, neither the reservation counselor nor Owner Resolution was able to make corrections that stuck.

Also, I have never lived in West Virginia so outdated data isn't the problem there.

 

[T-Dot-Traveller]

........ It doesn't make sense in that a corporation of Wyndham's (TNL) size should be able to avoid such problems. That Wyndham can't is inexcusable.


Also, I have never lived in West Virginia so outdated data isn't the problem there.

Maybe the overseas programmer doesn't know the difference between W Virginia & Virginia ?