Owner Services (?)

[pspercy]

I'm having a hard time getting OS on the phone.

The queue is endless and no estimates are given for wait time, I've waited an hour three days in a row.

A couple of days ago the recorded message just said Busy, call back later.

I've seen comments on Twitter etc, apparently it's nothing new tho' I've never had any trouble in the past.

Regular Marriott hotel reservation line is OK but they can't help with Encore, Vacation Point res.

Something has changed and it needs to be fixed pronto.

 

[Steve Fatula]

You might try different time, not sure. Been a lot of reports of that here on TUG. But, my luck is generally opposite of everyone else (whether good or bad). In this case, have contacted them 3 times in the past 7 weeks, got right through each time. Last time was this past week. Presidential line. Though, some have had trouble with that as well. My point is, there is some hope at least.

 

[Gemini Chica]

I'm having a hard time getting OS on the phone.

The queue is endless and no estimates are given for wait time, I've waited an hour three days in a row.

A couple of days ago the recorded message just said Busy, call back later.

I've seen comments on Twitter etc, apparently it's nothing new tho' I've never had any trouble in the past.

Regular Marriott hotel reservation line is OK but they can't help with Encore, Vacation Point res.

Something has changed and it needs to be fixed pronto.

Nightmare to get through, I generally use the online chat as easier.


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[pspercy]

Nightmare to get through, I generally use the online chat as easier.


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Tried that, got referred to an email Form, zero response to that so far ......................................

 

[Gemini Chica]

Tried that, got referred to an email Form, zero response to that so far ......................................

So frustrating, I tried like you 5 or 6 times and each time on hold for 20+ minutes. I eventually got a reply to my email but seriously worrying that it’s that hard to get assistance.


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[Big Matt]

I think they answer based on your status/tier. I am executive and never wait more than a minute or two.

 

[bazzap]

I think they answer based on your status/tier. I am executive and never wait more than a minute or two.

That may depend on which Owner Services centre you are calling.
For Europe, I don’t believe they have dedicated numbers or auto answer based on status / tier.
I would be delighted if anyone could confirm that they do though.

 

[Big Matt]

I only call the US line

 

[Gemini Chica]

I think they answer based on your status/tier. I am executive and never wait more than a minute or two.

I’m executive too!


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[SteelerGal]

I’ve used online chat in the afternoon and was answered in 5min. I avoid mornings like the plague.

 

[mbstn6254]

This has been an ongoing problem for months. The fact that some get through right away does not negate the fact that for a majority of us the issue is real and frustrating. Moreover, the time share pimp that now runs MVC has zero interest in fixing the problem. He has no incentive to. He has our money, we pay the fees and it seems as if there is an endless supply of rubes, myself included, that fall for this. Customer service???? Thats for suckers.

 

[SteelerGal]

This has been an ongoing problem for months. The fact that some get through right away does not negate the fact that for a majority of us the issue is real and frustrating. Moreover, the time share pimp that now runs MVC has zero interest in fixing the problem. He has no incentive to. He has our money, we pay the fees and it seems as if there is an endless supply of rubes, myself included, that fall for this. Customer service???? Thats for suckers.

I agree. Vistana is worse. I can’t get a call back. No chat offered. And zero email response. Thankfully the online system is more reliable.

 

[caribbeanqueen]

have had the same problem. Called three times within the last month. First time got the call back, busy answer and the next two times waited over a half hour-40 minutes. second time I held on to ask the questions. Really ridiculous but agree, it probably is not going to change.

 

[Big Matt]

I’m executive too!


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Is you phone number registered with them? Sometimes people don't give a number...bad move. That's how they know who you are.

If yours is registered, I have no clue. I've never had the same experience you are having.

 

[n777lt]

By the way, OP mentioned Encore among other things - and Encore has its own phone number which should be in the materials for your package. Completely different call center and that group can only handle Encore issues.
Otherwise, I have had to wait early morning on prime inventory release dates for a VOA but even on those days in midafternoon haven't had trouble getting through as a Chairman.

 

[mbstn6254]

It looks like we all have to buy 100s of thousands to get basic customer service? That should be disclosed in the presentations and in the offering documents.