II surprise!

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

As a relatively new member of II, I have not experienced their telephone service until this week, having to call the exchange office with questions.

Both times I was greeted by clear speaking, pleasant voiced women who seemed professional and eager to help. They spoke English, I had no trouble understanding them, and they offered me assistance without trying to sell me one thing! Imagine, no sales pitch at all (you know, "renew your membership, deposit your week, etc....)

I found the experience totally refreshing!

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

I agree.....Whenever I call II, I get someone who speaks clear English. They're always polite, and usually informative, without trying to sell you on anything.

Although, I have to admit that when asking tuff questions on Marriott, or Sheraton policies, I am never 100% convinced, of their answers.

[Carol C Senior Member Find all posts View Profile Close Carol C]

I agree! RCI could definitely learn some lessons out of II's CSR playbook.

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

We have decided to attend a cousin's wedding....in Italy...this summer and decided to deposit into II and take our chances in finding a timeshare exchange. So I put in an ongoing search last week, and tonight someone from II called to offer us a unit....unfortunately, it was a unit that is too far from where we intend to visit, so I had to say no thank you! But I was stunned to have a phone call, I was thrilled by the courteous voice on the phone and I am in awe that they actually called me at all! RCI, who claims they will call before a match yada yada....never did call, would often call when I didn't want them to call (as in selling stuff)....

so again, II this is definitely impressive to me. I am very encouraged that we will find something for the trip.

[Pstreet1 Senior Member Find all posts View Profile Close Pstreet1]

Italy is a really tough match anytime. You might want to start shopping on Hotels, hotel reservations, from luxury to cheap hotels - venere.com It's an easy site to use, and the hotels have references. Once you make a request for information, if you check the box at the bottom, other hotels in the area will send you their prices without your having to inquire with each one.

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

Thanks, PStreet, we have already been browsing venere.com and will continue to review and plan for every contingency. Thanks!

[razman10 Junior Member Find all posts View Profile Close razman10]

I have found through my dealings with II over the past few years that they do in fact speak clearly and one can easily understand them. But how about their friendliness? It often feels like they are "in control", and I am at their mercy. If I get someone who is having a bad day or something, my experience is ruined.

I understand we all have bad days, but with II it just seems to be whenever I call.

My first exchange with II a few years ago, is one such example. When figuring out a dates I needed, I inadvertently exchanged into the wrong week. When I realized this (an hour or so later) I immediately called back to correct it. The gentleman (I use that term loosely) that I spoke to told me I had no choice but to take that week. "You cannot exchange again; you will lose your week - Sorry" was what he said, but what it felt like was a sarcastic "Ha ha, your mistake - Too-Bad". My wife called the following day and was able to correct the whole thing.

Question: Why put your customers through that? If you can take care of your customers and give them what they want, why not do it?
Answer: Because they can do what they want; and there is nothing we can do about it. If we want to exchange, we are at their mercy as to what they want to give us.

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

Customer service, easy to understand telephone staff, and the willingness to bend over backwards to help is what makes me so fond of the independents - SFX, DAE, HTSE, Trading Places, Platinum - and I am sure it is part of their busness model to help them compete with the "big guys".

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

I also had pleasant experiences with II, and I hope to try the smaller independent exchange companies in the coming years.

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

I have found through my dealings with II over the past few years that they do in fact speak clearly and one can easily understand them. But how about their friendliness? It often feels like they are "in control", and I am at their mercy. If I get someone who is having a bad day or something, my experience is ruined.

I understand we all have bad days, but with II it just seems to be whenever I call.

My first exchange with II a few years ago, is one such example. When figuring out a dates I needed, I inadvertently exchanged into the wrong week. When I realized this (an hour or so later) I immediately called back to correct it. The gentleman (I use that term loosely) that I spoke to told me I had no choice but to take that week. "You cannot exchange again; you will lose your week - Sorry" was what he said, but what it felt like was a sarcastic "Ha ha, your mistake - Too-Bad". My wife called the following day and was able to correct the whole thing.

Question: Why put your customers through that? If you can take care of your customers and give them what they want, why not do it?
Answer: Because they can do what they want; and there is nothing we can do about it. If we want to exchange, we are at their mercy as to what they want to give us.

Wow! I am really sorry you had that happen....but you are right, sometimes it is just the wrong guy wrong day wrong time when we call. That goes with any company.

For example, I have been calling American Airlines (AA) to book our flights, and boy oh boy, did I realize in the midst of a call that I was talking to the wrong agent...she could have cared less about helping us. I just made up a reason to hang up, I called right back....guess what I got the same woman, I knew her voice, I made up a silly question, hung up, and called back...this time getting a really helpful woman, who got us what we asked for.

Now with regard to II, I realize it may have been the luck of the draw that I have dealt with really pleasant and helpful folks so far, but I have to emphasize that what I was really pleased with is that ALL we talked about was what I wanted to talk about, there were no high sales pressure tactics to get me to re-up membership, buy a rental week, or anything like what RCI does.

Also, with regard to how you were treated, the BS about being stuck with something you just booked, that is really unfortunate...as it is my understanding that one has 24 hours to re-book with II before it is a "done deal." And even then, I think any reasonable agent at II would be willing to work with you....it was just too bad you got the one you did.

I am sure there are many stories about II that reverse my first impressions, but for this phase of CSR experience, I still have to say that I was pleasantly surprised by the courtesy and focus on MY requests and needs.

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

Customer service, easy to understand telephone staff, and the willingness to bend over backwards to help is what makes me so fond of the independents - SFX, DAE, HTSE, Trading Places, Platinum - and I am sure it is part of their busness model to help them compete with the "big guys".

We are certain that there is more and more opportunity provided for the independents because of the really lousy customer service, especially at RCI...we have dealt with Trading Places and found them to be very friendly and helpful. HTSE also has a terrific operating model, JMHO. As for SFX and DAE, we only recently joined DAE, and so far, cannot comment. We want to join SFX, and have expected to do so, but we have just been too busy to follow through.

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

I also had pleasant experiences with II, and I hope to try the smaller independent exchange companies in the coming years.

Amen to that ! The really awful thing about dealing with RCI, and most of us know this by years of experience, is that the CSR's are trained and motivated by commissions, and sell sell sell....the pressure on them to perform quotas are what hurts their ability to provide satisfactory solutions to a call.

That and the fact that RCI is skimming the best of their inventory to sell to the general public....

oh, and let us not forget to mention that RCI's fees are pricing them out of any real value to experienced TS owners.....the fees without true customer loyalty appreciation have driven us to seek other avenues.

[Sue S Senior Member Find all posts View Profile Close Sue S]

I've had extremely good experiences with both RCI and II customer services departments. RCI is, I think, even better but I'm sure the reason is that the call centre I get connected with is in Ireland and the Irish do love to have a chat and to try to help (you can tell I'm Irish can't you ) RCI have in the past changed me to a larger unit when one became available - with no charge (I thought I'd have to pay the exchange fee again at the very least). They've allowed me to change the week I've used to make the exchange to another, older, week. Yes, they've made mistakes but they always correct them as soon as they're pointed out and they're always apologetic.

My experience with II is that they just haven't made mistakes - maybe I'm one of the few lucky ones...

[CNYTraveler Junior Member Find all posts View Profile Close CNYTraveler]

Interval has been generally good

I've had very good luck with Interval customer service reps so far...professional and helpful.

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

I've had geally good luck with the RCI center in New Brunswick. One rep who went way above and beyond, including getting three families into units at Morritts Grand - all in one phone call.
Otherwise I have had mixed results from both RCI and II.
Made my first call to SFX the other day and was not impressed. I explained that I was a newbie and wanted to explore options. The only response was "what search do you want me to put in"? I was hoping to have a conversation about options and a general explanation of the process. Possibly even a mention of what properties were available if I was flexible.(Which I am). No such luck.