Ongoing Saga w/ a II Exchange

[SteelerGal]

Seriously I never thought it would be difficult to exchange a week into II. After calls to Vistana(2hrs), it was confirmed that my week was transferred Nov 1st. Well on Nov 9th, I booked an exchange. Easy, right. NOOOOO!!!. I received an email from Vistana telling me the week is not available. Call and told the week is unavailable. Since it is a recent purchase, get the Estoppel to prove the week is available to transfer. Vistana confirms the week was available and it transferred. Call II and told sorry Vistana denied. Hello, its was supposedly transferred Nov 1st. Rep tells me that I must go back to Vistana and get a transfer#. WTH. How can 2 companies be anymore incompatible. I have already sent an email however this truly leaves zero desire to utilize II to exchange. And I recently upgraded to Plat. Grrr.

 

[Panina]

Seems more of a Vistana issue, not an II issue. II can only let you trade weeks confirmed from where you own.

 

[VacationForever]

Again, it is a Vistana problem and not an II problem. I have similar issues with Vistana in the past and it always turned out to be a Vistana issue. Vistana rep who was supposed to do the transfer thought you did not have the week and declined the transfer. I will put my money on this. Call II and ask for a 3-way call to sort it out.

 

[SteelerGal]

Yes, its Vistana but it's all a problem w/ II. I shouldn't have to request a 3way to resolve an obvious backend issue. After spending a total of 2hrs today, I was finally able to get a knowledgeable rep who did her due diligence. It shouldn't take me 5 reps from both companies to actually complete customer service. Now that II is under the MVC Umbrella, I expect a higher level of service especially looking at their profit margin. This has shown me that II still has a long way to go when in comparison to their competitors. I just want an exchange website that works and provides readable information. Our II account is in such disarray and I can not get anyone to update. Then add the lack of notification besides a snail mail letter when there is an II issue. I know I'm just ranting however its time for MVC to upgrade its exchange system w/ software from this century.

 

[VacationForever]

Yes, its Vistana but it's all a problem w/ II. I shouldn't have to request a 3way to resolve an obvious backend issue. After spending a total of 2hrs today, I was finally able to get a knowledgeable rep who did her due diligence. It shouldn't take me 5 reps from both companies to actually complete customer service. Now that II is under the MVC Umbrella, I expect a higher level of service especially looking at their profit margin. This has shown me that II still has a long way to go when in comparison to their competitors. I just want an exchange website that works and provides readable information. Our II account is in such disarray and I can not get anyone to update. Then add the lack of notification besides a snail mail letter when there is an II issue. I know I'm just ranting however its time for MVC to upgrade its exchange system w/ software from this century.

While II and Vistana have the same parent company, they are still separate entities. A mom and pop shop can fix all issues on their own because they have full control and know what is going on all the time. Large companies... good luck. I have been spending at least an hour on the phone with Marriott hotel and Marriott Vacation Club almost every day. The hotel side messes up my travel certificates and points over and over again. The MVC side has a different problem that has repeated itself 3 years in a row on an issue in my account. I hate Marriott, hotel and timeshare, and their lack of service.