Simplicty = lousy customer service and additional headaches

[longtimer Senior Member Find all posts View Profile Close longtimer]

We aren't even at the silver elite level (we have 11,500 points). When we were pushed to buy more points last year, I explained that we don't usually use all the points we currrently have. Even with the relatively low number of points, I've been able to get 2 - 2BDRM units for a week every summer. Yet, we typically carry over 500 to 1000 points every year. The reps answer was that we could use the excess points we buy to pay MFs. So unless we were being given a line (wouldn't be surprised at that!!!), I don't think you have to be at a certain level to use your points for MFs. PS- We didn't buy any extra points and I won't pay retail for points ever again.

[dougp26364 Senior Member Find all posts View Profile Close dougp26364]

We aren't even at the silver elite level (we have 11,500 points). When we were pushed to buy more points last year, I explained that we don't usually use all the points we currrently have. Even with the relatively low number of points, I've been able to get 2 - 2BDRM units for a week every summer. Yet, we typically carry over 500 to 1000 points every year. The reps answer was that we could use the excess points we buy to pay MFs. So unless we were being given a line (wouldn't be surprised at that!!!), I don't think you have to be at a certain level to use your points for MFs. PS- We didn't buy any extra points and I won't pay retail for points ever again.

With points being worth 5 cents per point, the salesman was pushing the envelope with that line. In our case, we have one unit that has 12,500 points. If we trade that unit in for MF's, it's worht $625 in MF's. The MF charge for that unit is now over $900. By taking the salesman's advice, an owner would not only be out the purchase price but wouldn't even be able to cover the new MF using the points from the purchase.

And here I thought S. Cloobeck was going to clean up the Sunterra sales force.

[Spence Super Moderator Find all posts View Profile Close Spence]

we have one unit that has 12,500 points. If we trade that unit in for MF's, it's worht $625 in MF's. The MF charge for that unit is now over $900. By taking the salesman's advice, an owner would not only be out the purchase price but wouldn't even be able to cover the new MF using the points from the purchase.

Any new retail purchase of 12,500 points would carry a MF of ~$1250!

[timeos2 Senior Member Find all posts View Profile Close timeos2]

Great intraction and positive results

To take the issue in a new direction I had the opportunity recently to make a reservation over the web. It was a very pleasant surprise that the points required were less than 1/2 that I expected based on the new use table. I also had an unfortunate change in plans and had faced the possibility of the 25% penalty within 90 days vs the 60 days of the past due to cancellation. Then we were able to find a revised date within 75 days and made the call to see what that would entail. I was able to get through within minutes to a very foreign sounding (and very nice) young lady (did they import foreigners to man the phones after moving the call center to the US?) who made the change at no penalty and allowed us to travel when required.

Overall a very positive and may I say "simple" process. I am impressed and have to give kudos when they are due. A very different experience from many past dealings with the former Sunterra. I don't feel as bad about the recent cost increases if this type of result is the norm. But lets hold it where it is for awhile going forward.

[longtimer Senior Member Find all posts View Profile Close longtimer]

I think all TS are going to have to rethink how they do business in today's economic climate. When we first bought into a TS almost 20 years ago, the MF was just over $100/year. Now, it's just over $1000. I know expenses have gone up for everyone. But it would be nice if DRI could look to cut costs in an efficient manner rather than passing the buck to owners. When you add poor customer service and problems with availability to the mix, you're left with a lot of very unhappy owners. It's really a shame, because I love TS and the flexibility to travel almost anywhere I want to go and when I want to go. DRI seems to have fixed some of the computer glitches that caused a lack of availability for many resorts. Hopefully they are now moving in the right direction - focusing on keeping the customers they have. It's too bad most companies don't appreciate that the best FREE advertising they can get is from satisfied owners.

[Ryne08 Senior Member Find all posts View Profile Close Ryne08]

Will MF every level off without any increases in the near future?

[winger Senior Member Find all posts View Profile Close winger]

I spoke to a rep today about my missing points. He has seen just a handle of issues where annual pts were not allocated correctly, but normally my 1000-2000 pts range; mine was for over 10k pts, equalling one of my units' annual pts.
....

i also like to give kudos when due ... in just about 6 days since my call, the points for my 2010 bucket has been correct.

Good job, guys. Keep up the good work !

I also got a very foreign sounding rep, but I think she was in florida

also over at DRI yahoo user group, a customer complained about overpaying...patrick duffy took it offline and got the customer's refund done right away. None of this BS about crediting your account for use NEXT YEAR
Doug, hint hint!!!

[dougp26364 Senior Member Find all posts View Profile Close dougp26364]

They got my account taken care of just shy of the last minute.

The thing is, NONE of this should be happening in the first place. Simplicity isn't having to keep honest management companies honest. Being required to watch your account like a hawk because DRI is screwing up accounts right and isn't my idea of simplicity.

Let's take a look at recent threads.

1. I had issues getting my points to MF's credited before late fee's started. As it is, DRI won't let you request points to MF's until November 1st but, they say it can take 4 to 6 weeks to credit those accounts. Since there are 2 major holidays during that time, owners had better be on the phone on Nov. 1 or risk their MF's being late or, worse yet, having a late fee billed against their account.

2. Walt has DRI telling him he didn't buy what Walt says is in his contract. Walt bought an ocean front unit and paid a premium to have that view. DRI says it doesn't exist. It's always great to start a vacation with a little stress.

3. OPKansas can't make a reservation because DRI has his account screwed up. They said he hadn't paid all of his MF's. The unpaid portion was the ARDA voluntary contribution he elected not to make. Read his post about his attempts to get this corrected. They're telling him 3 weeks before his account will be straightened out and they won't let him make a reservation until they fix THEIR mistake.

4. You, Winger, had to be on top of DRI to get 10,000 missing points back into your account. They apparently weren't able to accomplish this over the phone but had to make you wait a few days for it to happen.

5. DRI shorted me $155 on my account which I had to argue with them to get back. Even when I proved I had over paid, no refund was forthcoming. Only a credit to my account. If I hadn't been good about keeping my paperwork maybe I would have recieved that credit or, may not.

Timeshare forums is not that large of a group of people and DRI owners are a very small subset of the overall Timeshare Forums group. If this small group is reporting this many problems and/or issues, can you imagine the overall big picture at DRI. I shudder to think of the magnitude of problems and issues all owners must be experiencing.

Yes it's great that they're getting the problems fixed but, these problems shouldn't be happening in the first place. At least not if you want to live by the motto of simplicty or relaxaction simplified.

[longtimer Senior Member Find all posts View Profile Close longtimer]

Timeshare forums is not that large of a group of people and DRI owners are a very small subset of the overall Timeshare Forums group. If this small group is reporting this many problems and/or issues, can you imagine the overall big picture at DRI. I shudder to think of the magnitude of problems and issues all owners must be experiencing.

Yes it's great that they're getting the problems fixed but, these problems shouldn't be happening in the first place. At least not if you want to live by the motto of simplicty or relaxaction simplified.

You can get a better idea on the magnitude of the problem by doing a Google or Yahoo search on DRI. There are several message boards out there with complaints. How sad. If the company ran the way it's supposed to, there would be a lot of very happy owners and people might be more willing to buy into the TS. Unfortunately, the problems with DRI and some other TS give all of them a bad name.

[winger Senior Member Find all posts View Profile Close winger]

Doug and Longtimer. DRI has lots of potential and my family and I have absolutely enjoyed our time with them since we joined the CLUB in late 2007, but it is the little screw ups here supplementing the more larger issues (e.g. large MF increases) that may be the undoing/downfall of DRI. I really hope DRI survives as we have a vested interest in its survival.

i have friends and family sitting on literally mounds of cash...same folks who are sewdomely impressed by the trips my family and I have taken over the years courtesy of TS's like Marriott and DRI. But until costs come down or show signs of stabilizing, and the little issues get fixed (like how the heck does over 10k pts just disappear???), i cannot out of good conscience recommend a TS purchase to anyone. it may just come back and bite me.

Come on DRI, what is your problem? Move a little quicker to fix these issues, will ya?!?
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[dougp26364 Senior Member Find all posts View Profile Close dougp26364]

DRI had a ton of potential if it was run correctly from the start. As I see it, rather than getting their feet on the ground and assessing the problems Sunterra had first, then assessing where the owners of the resorts wanted to go and what they expexed, DRI simply took it's vision of what the company should be and started running with it before fixing all the little problems. In short, they ran to fast, to far and to soon. Now, they have a real mess on their hands. Worse yet, they don't seem to understand that they have a real mess on their hands. They appear to be doing whatever they want without regard for the owners. Owners are just along for the ride.

Sure, they say they have an owners board. They say that owners come first. The say they're building a resort system on the them of Relaxation Simplified but, so far their actions show different IMHO.

[longtimer Senior Member Find all posts View Profile Close longtimer]

I hope I haven't given the impression that I am entirely unhappy with my DRI ownership. On the contrary - I still am somewhat satisfied with the system. It gives me flexibility to take vacations at many different places at any time of the year rather that for a set week or location. Despite not having a great number of points compared to some of the folks out there (we only have 11,500), I still manage to get 2 different 2 BDRM units for a week, with a small number left to carry over to the next year. Every year, we take friends who, due to limited finances, would not have otherwise taken a vacation. We don't expect five-star resorts (good thing since many of them seem to have fallen back on the upkeep of properties). But, for the most part they are clean and have adequate ammenities. We are lucky to still be able to afford the MF (the high cost forces us to take a vacation so we are getting use of our money). But I feel for those who are cash strapped and are struggling to keep up with the ever-spiraling costs. The $5.00 "voluntary" ARDA contribution is just another way to nickel and dime owners. In theory, DRI has a great TS system with alot of flexibility. It really does seem like it should be easy to operate. Yet kinks in the system continually get in the way of smooth operations and create more chaos, confusion and frustration among owners. Poor customer service (or, in some cases, total lack of it) add to the problem.
I think that if the reservations system went smoothly, owners got quality customer service, and some visable efforts were made in property maintenance and improvements (especially after high MF and special assessments), the cost of the MF wouldn't sting so much.

[dougp26364 Senior Member Find all posts View Profile Close dougp26364]

There's really nothing wrong with the system. It's the execution of that system that's getting everyone steamed. If DRI could run their business in a more efficient manner, they'd be fine. It's all these little BS things that are killing their motto of Relaxation Simplified. I'm finding nothing simple about getting things done and it certainly isn't relaxing have to fight with DRI over ever stinking detail when you want to get something done, make an exchange or even pay your MF's.