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New Normal??

mbstn6254

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Mariott Vacation Club
I have been trying to reach customer service for days, only to get a recording that they are too busy to talk. Call back again, and then it hangs up.

Is this the new normal for MVC customer service?
 

controller1

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Same complaint in the Vistana forum. Apparently there have been layoffs and the MVC and Vistana call centers have been combined to bring about synergies. The recording on the Vistana number states the hold time will be in excess of one hour. This may actually be the new normal.
 

Fasttr

TUG Review Crew
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Instead of getting Bonvoyed.....we are getting Synergized!!!

And sadly both feelings are about the same.
 

SteelerGal

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Grrr. I just called, following the instructions from my welcome letter. Seriously. Went to website and it told me that it is experiencing high volume. %^#*. I am already upset that they address correspondence to my Dh only when we are both on the account. MVC modernize IT.
 

SteelerGal

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Why don't you all write to the CEO of both Marriott and Vistana? The more letters the better.
Is it Twitter that gets the most exposure? I will have to dust off my account.
 

jme

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Marriotts:
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ChurchSt/Charleston x2
I talked with Owner Services (Chairman line) yesterday and the nice rep said they are always having new trainee classes ongoing, currently have 40 in training which is the typical size. She said because of the deluge of new customers (those who have bought trust points), the 9:00 am daily "release of points & weeks" has significantly contributed to the loooooonnnnnng wait times. The staffing is trying to catch up, but the volume of calls has increased exponentially. This morning I was able to book a "points" week online, and actually the availability didn't get released right at 9:00, but about 9:04, and that was after constant refreshing. It's stressful. I had a phone call in simultaneously and it was answered about 9:15...
I didn't need anything at that point, and hung up, but was curious about how long it would take. I initiated the call precisely at 9:00:02 am.
 

VacationForever

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Is it Twitter that gets the most exposure? I will have to dust off my account.
They don't like to be embarrassed in social media, so any social media posting will be good but it does not resolve staffing issue. Increase of staff costs money which folks who manage the Twitter account have no authority to make those call. Nothing changes unless staffing increases and brought to the attention of the CEO. Cost is managed at the CEO and CFO. Sending a ton of letters to the CEO should get their attention.
 

JIMinNC

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HGVC:
HGVC at Sea World
Why don't you all write to the CEO of both Marriott and Vistana? The more letters the better.

One and the same person now. Vistana CEO is long gone and the executive teams have been consolidated into one structure for both brands. Here is the management team that has consolidated responsibility for both MVC and Vistana:

Stephen P. Weisz, President and Chief Executive Officer
R. Lee Cunningham, Executive Vice President and Chief Operating Officer-Vacation Ownership
Clifford M. Delorey - Executive Vice President and Chief Resort Experience Officer
John E. Geller, Jr. - Executive Vice President and Chief Financial and Administrative Officer
James H Hunter, IV - Executive Vice President and General Counsel
Lizabeth "Lani" Kane-Hanan - Executive Vice President and Chief Development and Product Officer
Jeanette E. Marbert - President, Exchange and Third-Party Management
Brian E. Miller - Executive Vice President and Chief Marketing, Sales and Service Officer
Dwight D. Smith - Executive Vice President and Chief Information Officer
Ovidio E. Vitas - Executive Vice President and Chief Brand and Digital Strategy Officer
Michael E. Yonker - Executive Vice President and Chief Human Resources Officer
 

TXTortoise

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Kauai Waiohai
Vail Streamside Birch
I got through at 9:30am Monday, after messing up and disconnecting myself right at 9am. I asked the Rep about the Vistana impact and she said they don't get those calls, but that the Marriott folks are giving the Vistana customers the MVCI number. So not only are the Vistana owners mad after they wait an hour to get through to only find out they need to call another number to pay their dues, but it obviously clogs the queue up. I expect there is some nuance in the actual details, but it was apparent they were getting Vistana calls that should be going elsewhere.
 

jme

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Marriotts:
Grande Ocean x 6
Barony x 2
OceanWatch x 1
Manor Club x 1
.
Waterside by Spin x 2
Sheraton Bdw Pln x2
ChurchSt/Charleston x2
Mr. Steve Weisz did answer an email from me several years ago about an issue. He then delegated the problem-solving
to his right hand guy ( naturally it was a woman), and she resolved it within a day. So I know Mr. Weisz DOES read the emails and respond, or at least
attempts to have something looked into.
Of course this current issue is far too broad in scope, but I feel it'll get better as time goes on. Right now it's pretty bad.
If we could simply post a small sign outside ALL sales offices that reads, "Don't do it! You'll only be able to book your new purchase
50% of the time, and that, after much grief." THAT would work.
 

SteelerGal

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I was able to get online and pay our dues as well as confirm our reservation transferred. I primarily use online or Chat because I work FT and multitasking is the norm for me.
 

DannyTS

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She said because of the deluge of new customers (those who have bought trust points)


ILG plus MVC = 650,000 existing owners. Whatever the number of new customers, it is a very tiny fraction of that. This is NOT the reason.
 

tahoe

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A few weeks ago, I managed to leave a callback number, and they called back after 2 hours. Sounds like even that option is broken. :-(

I wonder if you can "accidentally" call the sales line (I bet that one is open) and get transferred...
 
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