sharetimer
newbie
- Joined
- Jun 22, 2017
- Messages
- 20
- Reaction score
- 9
- Points
- 13
It's almost July, and it hard to believe we owners still don't know when we will have the full functionality restored that we had enjoyed prior to the May 22 launch of Voyager. What's most frustrating is the lack of iinformation from Wyndham. How long will it be before the system works the way it is supposed to?
The new system might be "live", but it's seems more like it's on life support.
Owners can be Wyndham's best ambassadors and cheerleaders when we are happy!
And getting some useful issue resolution information proactively from Wyndham would probably help to reduce call hold times.
Here's a proposed plan of action for Wyndham Vacation Resorts re: Voyager.
1. Issue a sincere apology to the ownership for rolling out the system when it was obviously so not ready. And for insulting the ownership by suggesting that the problems were caused by the owners not knowing how to use the new site ("We recognize that for some of you, this transition hasn’t been seamless or without challenges... If you haven’t already done so, check out your new site’s FAQ and Own It pages as these may be helpful resources before you login. Over the next few weeks, we anticipate that the Vacation Planning Center will be busier than usual as they assist owners with the site and new CLUB WYNDHAM Program Guidelines. "). Wyndham needs to "Own it" with regards to this disaster.
2. Provide a schedule for getting everything working as it should have on the May 22 launch date.
a) Tell each owner with an account issue when it will be fixed (e.g. accounts not on the new system, points not usable to make reservations, guest info not properly transferred from old system to new one). Provide estimated completion dates to each owner who has an existing e-ticket. Stop just telling the owners that "their issue is being worked on". (If it was really being worked on, it should have been fixed. Kinda like your auto mechanic constantly saying that he's working on your car, when it is taking 3 weeks to change your oil. You know it's just sitting waiting for other fires to be put out first.)
b) Tell the ownership when the inventory will be restored for the various resorts that was in place with the old system and is now missing in the new system.
c) Provide a mechanism for VC's to charge owners for the lower "online" fee, rather than the higher "over the phone" fee when an owner calls in because the "online" feature being attempted isn't working yet (e.g. adding a guest).
d) Identify any current shortcomings in the new system for a particular browser (e.g. Edge, Chrome, and Safari) or platform (PC, Mac, Android & IOS devices). Let us know if right now, some browsers or platforms are working better than others.
e) Advise when all existing features will work as they are supposed to. This includes the points calculator (sometimes hangs), inability to view and modify reservations, inventory differences between list view and availability calendar, points discount differences between list view and availability calendar, upgrades not working, having to re-enter the resort name when you modify dates, "View it on the web" link on confirmation letters not working, etc. (I wish there was a place to report issues.
f) Issue a communication to the ownership explaining exactly what a unit type upgrade is and isn't.
g) Prepare a presentation for the Annual Owners Meeting on August 2 providing the owners a realisstic and believable schedule for fixing anyting still not working at the time of the meeting. And tell us how a repeat of the launch disaster will be prevented in the future (i.e. lessons learned). Should include lots of humble pie. Not so much on how wonderful the new system is.
h) Conduct a workshop at the Owners Meeting for owners to suggest future improvements such as better searching and human-machine interface improvements.
Moving forward, how about Wyndham Vacation Resorts also:
1. Empowers VC's to not charge owners $129 to fix things like a one-letter typo in a guest name. It's apparently OK when Wyndham Vacation Resorts makes a mistake, but we are expected to be perfect. How about a little mutual consideration, Wyndham?
The new system might be "live", but it's seems more like it's on life support.
Owners can be Wyndham's best ambassadors and cheerleaders when we are happy!
And getting some useful issue resolution information proactively from Wyndham would probably help to reduce call hold times.
Here's a proposed plan of action for Wyndham Vacation Resorts re: Voyager.
1. Issue a sincere apology to the ownership for rolling out the system when it was obviously so not ready. And for insulting the ownership by suggesting that the problems were caused by the owners not knowing how to use the new site ("We recognize that for some of you, this transition hasn’t been seamless or without challenges... If you haven’t already done so, check out your new site’s FAQ and Own It pages as these may be helpful resources before you login. Over the next few weeks, we anticipate that the Vacation Planning Center will be busier than usual as they assist owners with the site and new CLUB WYNDHAM Program Guidelines. "). Wyndham needs to "Own it" with regards to this disaster.
2. Provide a schedule for getting everything working as it should have on the May 22 launch date.
a) Tell each owner with an account issue when it will be fixed (e.g. accounts not on the new system, points not usable to make reservations, guest info not properly transferred from old system to new one). Provide estimated completion dates to each owner who has an existing e-ticket. Stop just telling the owners that "their issue is being worked on". (If it was really being worked on, it should have been fixed. Kinda like your auto mechanic constantly saying that he's working on your car, when it is taking 3 weeks to change your oil. You know it's just sitting waiting for other fires to be put out first.)
b) Tell the ownership when the inventory will be restored for the various resorts that was in place with the old system and is now missing in the new system.
c) Provide a mechanism for VC's to charge owners for the lower "online" fee, rather than the higher "over the phone" fee when an owner calls in because the "online" feature being attempted isn't working yet (e.g. adding a guest).
d) Identify any current shortcomings in the new system for a particular browser (e.g. Edge, Chrome, and Safari) or platform (PC, Mac, Android & IOS devices). Let us know if right now, some browsers or platforms are working better than others.
e) Advise when all existing features will work as they are supposed to. This includes the points calculator (sometimes hangs), inability to view and modify reservations, inventory differences between list view and availability calendar, points discount differences between list view and availability calendar, upgrades not working, having to re-enter the resort name when you modify dates, "View it on the web" link on confirmation letters not working, etc. (I wish there was a place to report issues.
f) Issue a communication to the ownership explaining exactly what a unit type upgrade is and isn't.
g) Prepare a presentation for the Annual Owners Meeting on August 2 providing the owners a realisstic and believable schedule for fixing anyting still not working at the time of the meeting. And tell us how a repeat of the launch disaster will be prevented in the future (i.e. lessons learned). Should include lots of humble pie. Not so much on how wonderful the new system is.
h) Conduct a workshop at the Owners Meeting for owners to suggest future improvements such as better searching and human-machine interface improvements.
Moving forward, how about Wyndham Vacation Resorts also:
1. Empowers VC's to not charge owners $129 to fix things like a one-letter typo in a guest name. It's apparently OK when Wyndham Vacation Resorts makes a mistake, but we are expected to be perfect. How about a little mutual consideration, Wyndham?
