Very disappointed with Communication Team

[philemer]

Hi Madge,
I wrote a note to the Comm. Team (feedback@rci.com) a couple weeks ago because I saw a drastic decrease in the trading power of my newly deposited week. This week has always been a tiger trader, even when I've deposited it 4 months out. I was hoping the Team could shed some light on the change. I won't go into any specifics here because it is, obviously, a personal issue.

My disappointment stems from the fact that the Team did not comprehend my message. Their answer made no sense. So I carefully wrote a followup message and they failed to comprehend that one too. So I wrote a third followup message and again their answer gave me the impression that they did not comprehend what I had written. I was so frustrated after three attempts that I finally gave up and said "thanks for your help".

Would you please pass on this concern to the supervisor of the Team and request that he/she remind the members to carefully read each message they get?

I've recently noticed a couple of other posts on this topic on other forums so I know I'm not alone.

Thanks for your assistance and patience.

Phil

 

[mlsmn]

I also had the same problem a few months ago.
It seems that alot of responses are cut and paste answers with no work going into the real question.

 

[Madge]

Phil,

I've reviewed some of the exchanges, and I really think I would have come to the same conclusions that the Communications Team did. I'm certain that their responses were made after having read your messages in their entirety and that they were honestly trying to provide the information they thought you wanted or needed.

However, I'm distressed to hear that you do not feel your questions were finally addressed. Even if the response is that we just cannot provide the information you're requesting, you must always feel that you at least have been heard.

Please restate your questions and put Attn: Madge in the subject line. I'll watch for your message myself and do my best to get you answers.

 

[philemer]

Phil,

I've reviewed some of the exchanges, and I really think I would have come to the same conclusions that the Communications Team did. I'm certain that their responses were made after having read your messages in their entirety and that they were honestly trying to provide the information they thought you wanted or needed.

However, I'm distressed to hear that you do not feel your questions were finally addressed. Even if the response is that we just cannot provide the information you're requesting, you must always feel that you at least have been heard.

Please restate your questions and put Attn: Madge in the subject line. I'll watch for your message myself and do my best to get you answers.

Thanks Madge. I'll resend my message.

Phil

 

[Emily]

Madge - I am also having difficulty having the communications team address an issue - when I ask a direct question, they are not responding to the specific question and it is a specific question.

Not sure how I can get this to be looked at closer - this is not a trading issue, it is a listing issue.

Thanks
Emily

Thank you Madge
Since I posted this, I have had email correspondance that has addessed the topic and provided direct information to the specific question that needed clarrification.

 

[philemer]

Phil,

I've reviewed some of the exchanges, and I really think I would have come to the same conclusions that the Communications Team did. I'm certain that their responses were made after having read your messages in their entirety and that they were honestly trying to provide the information they thought you wanted or needed.

However, I'm distressed to hear that you do not feel your questions were finally addressed. Even if the response is that we just cannot provide the information you're requesting, you must always feel that you at least have been heard.

Please restate your questions and put Attn: Madge in the subject line. I'll watch for your message myself and do my best to get you answers.

Hi Madge,
I did what you said and sent you a note on Oct. 26th at 6:51PM. Since I heard nothing from you by Nov. 8th (yesterday) I resent the note. Today I received a reply from the Customer Communications. I thought you were going to answer. Here is their reply:

Hello,

We are responding at the request of Madge.

RCI does not release specific information about Trading Power. One of
the principal reasons is that such information could be construed as a
measure of the comparative worth of timeshare weeks. In fact, RCI's
Trading Power relates only to our Exchange Program.

Your decision to purchase vacation time should be based primarily upon
the benefits to be gained from the use and enjoyment of that vacation
ownership. It should not be based upon the anticipated benefits of the
RCI Exchange Program.

When RCI receives a large number of requests for times or areas with
limited availability, we prioritize the exchanges according to
established Trading Power guidelines. The Trading Power of your
SPACEBANK deposit is based on the supply, demand, and usage of the week,
resort and area you deposit. Other factors which influence your
deposit's Trading Power include season, unit configuration, the resorts
Vacation Experience Profile, and how early you deposit the vacation time
with RCI. The RCI exchange system works best when requesting dates and
locations of similar demand to your own.

We appreciate your interest in our program and look forward to serving
you in the future.

Thank you for your interest in RCI.

Kind regards,

Customer Communications
RCI North America


Was this reply authorized by you, Madge? The underlined sentence above (underlining added by me) was pretty interesting. I think most people have anticipated benefits in mind when they deposit a week, don't you?

Regards,
Phil

 

[Madge]

Phil,

No, that one wasn't from me -- it must have been snapped up and answered before I could grab it.

Since you've had so much trouble with this correspondence, I will initiate an e-mail to you and you can simply reply to it. This will take it out of the e-mail management system entirely. Please note that I will be on vacation from tomorrow through December 4th. I will send the message today, but you won't get a response until I get back.

Sorry again for all the trouble.

 

[philemer]

Phil,

No, that one wasn't from me -- it must have been snapped up and answered before I could grab it.

That'a kind of what I thought. I'll await your email and thank you very much. Enjoy your vacation.

Phil