Having Trouble Setting Up Request with SFX

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

Am having trouble getting a request set up with SFX. At my job, its really hard for me to call or receive calls during the work week. Frequently (50% of the time?), when I can make time to call SFX, a machine comes on and says to call during business hours PST (which I am already doing). Machine takes a message and maybe someone calls me back that day- but typically if they do I am unavailable (because I am at work).

I have joined SFX as a platinum member and was initially interested in an exchange into a London property for Aug 2011. I have since learned that this will be a difficult exchange, so am looking to place an additional request for Jan-Apr 2012 for one of six properties on Maui, Kauai or the Big Island. I understand that I can only request 18 months in advance, which means the earliest I can request is Jan 2012.

I would like to set up a request for early Jan 2012 and then extend the request window week-by-week as I am able to.

About 10 days ago, I did manage to get through to an agent when I called SFX and spoke with an associate who strongly urged me to get requests in for Hawaiian properties now. I needed to check 1 or 2 things and call back.

Called back 30 minutes later (mid day on a weekday). Get the now-familiar SFX machine telling me to call during business hours. Leave a message. No call back. Call again around 4pm. Machine friend comes on the line and I leave another message.

So I try to set up my request on line. Went through the whole process and then got an error message that I could not make a request past June 2011.

Called SFX and left them another message that there was a problem with the dates I was being allowed to request on-line (this was after hours, so I did not expect to get anyone on the phone).

Someone from SFX called me back 4 days later ("to assist me with logging in to my account"), but I was not home when they called. By the time I got the message, it was outside SFX hours, so I sent an email.

I got the problem corrected via email such that I now I have ability to request through Jan 10, 2012. In the email I sent SFX, I gave them my desired location, properties and timeframe and they said they'd set the request up for me but could only do so through Jan 10, 2012. Ok, that's fine.

Today I look on line and nothing set up. Ok, no big deal. I'll set it up. Go through whole process of entering dates for multiple locales and get an error message that I can only request travel that will be COMPLETED by Jan 10, 2012. I include in the comment line the specific resorts I am interested in.

Ok, so re-enter everything and then I get a message that if SFX gets an EXACT match of locale, resort quality, and time but I don't accept the exchange, I will still be charged the exchange fee. Which I totally understand, except for resort quality part. I do not want to be matched into a resort other than the ones I list on my "comments" section of my request, even if SFX considers the quality to be comparable.

So in the end, I just deleted this exchange request. And after all that I've still accomplished nothing.

My questions are:
1. Am I forced to pay the full exchange fee if I do not accept an exchange into a resort that I did not request?
2. What are suggestions as to ways I can better communicate with SFX?

H

[falmouth3 Senior Member Find all posts View Profile Close falmouth3]

Sorry to hear that you are having so much trouble. It doesn't sound like any of my experiences in the 4 1/2 years of my membership. Based on how Mark has handled other people's requests, I'm sure Mark will ask you to send him a PM with your account information so you might want to do that right now to be ahead of the game.

If you have a request in for a specific resort, or groups of resorts, and they come back to you with a "possible match", meaning a different resort or a different check in, you can reject the match.

You are doing the right thing by requesting several months and several islands in Hawaii for a match. Although you're requesting the busy season, I'm confident that they will find something to make you happy.

One other thing I'd suggest, if you have a bonus week available, or two weeks available for exchange, place one of the requests using one week and another using the second. That way you might get both of your requests.

Sue

[Mark @SFX Industry Representative Find all posts View Profile Close Mark @SFX]

Am having trouble getting a request set up with SFX. At my job, its really hard for me to call or receive calls during the work week. Frequently (50% of the time?), when I can make time to call SFX, a machine comes on and says to call during business hours PST (which I am already doing). Machine takes a message and maybe someone calls me back that day- but typically if they do I am unavailable (because I am at work).

I have joined SFX as a platinum member and was initially interested in an exchange into a London property for Aug 2011. I have since learned that this will be a difficult exchange, so am looking to place an additional request for Jan-Apr 2012 for one of six properties on Maui, Kauai or the Big Island. I understand that I can only request 18 months in advance, which means the earliest I can request is Jan 2012.

I would like to set up a request for early Jan 2012 and then extend the request window week-by-week as I am able to.

About 10 days ago, I did manage to get through to an agent when I called SFX and spoke with an associate who strongly urged me to get requests in for Hawaiian properties now. I needed to check 1 or 2 things and call back.

Called back 30 minutes later (mid day on a weekday). Get the now-familiar SFX machine telling me to call during business hours. Leave a message. No call back. Call again around 4pm. Machine friend comes on the line and I leave another message.

So I try to set up my request on line. Went through the whole process and then got an error message that I could not make a request past June 2011.

Called SFX and left them another message that there was a problem with the dates I was being allowed to request on-line (this was after hours, so I did not expect to get anyone on the phone).

Someone from SFX called me back 4 days later ("to assist me with logging in to my account"), but I was not home when they called. By the time I got the message, it was outside SFX hours, so I sent an email.

I got the problem corrected via email such that I now I have ability to request through Jan 10, 2012. In the email I sent SFX, I gave them my desired location, properties and timeframe and they said they'd set the request up for me but could only do so through Jan 10, 2012. Ok, that's fine.

Today I look on line and nothing set up. Ok, no big deal. I'll set it up. Go through whole process of entering dates for multiple locales and get an error message that I can only request travel that will be COMPLETED by Jan 10, 2012. I include in the comment line the specific resorts I am interested in.

Ok, so re-enter everything and then I get a message that if SFX gets an EXACT match of locale, resort quality, and time but I don't accept the exchange, I will still be charged the exchange fee. Which I totally understand, except for resort quality part. I do not want to be matched into a resort other than the ones I list on my "comments" section of my request, even if SFX considers the quality to be comparable.

So in the end, I just deleted this exchange request. And after all that I've still accomplished nothing.

My questions are:
1. Am I forced to pay the full exchange fee if I do not accept an exchange into a resort that I did not request?

2. What are suggestions as to ways I can better communicate with SFX?

H

Heathpack - thank you for your post and sharing your concerns with us. Firstly, we are sorry to hear about the timing issues with regards to the phone calls. Our offices are open 8:30am to 5pm Mon-Fri PST. However, there were two days last week when there were some technical issues with our phone system which may have given you the after hours greeting during the day. This has now been resolved.

....
My questions are:

1. Am I forced to pay the full exchange fee if I do not accept an exchange into a resort that I did not request?

SFX: No.

You may request specific resorts and enter that information into the comments box. In doing so, if we match you to any one of the resorts you select as "acceptable", then you are required to pay the exchange fee. If there is a "near-match", meaning it's a good quality resort in nearby location and close or exact dates... it will be offered to you, and you may accept or decline. If you decline there is "no-charge".

One also has to use some judgement in the placement of the request. For example... if you are requesting an extremely high demand locations such as Hawaii, for prime time (Jan-Easter)... where typically the demand may be greater than the supply of space with all exchange companies, then you need to be more flexible with regards to being open to as many alernative quality resorts as possible, rather than just one or two.

If it's in a lesser demanded season... then you may choose to be more specific with choice of resorts.

2. What are suggestions as to ways I can better communicate with SFX?

I don't have any information about your time zone at hand... you would need to private message me your name and account number.

However, we do understand there is the difficulty for you to place or receive calls at work. Generally speaking if you place a call during our work hours and do not speak with an agent, and are unable to speak with them when they call you back... you may wish to call back again from your work, or perhaps let us know what the best time to call you at your home is.

You also have the choice of emailing us at vacations@sfx-resorts.com.

With regards to your first attempt to place the requests online, it appears you may have entered travel dates beyond the permitted time frame.

Please Private Message me your name and account number, and I will review your account to make sure all is well, and please advise of the best time to call you at home.

Hope this helps...

Thanks,
Mark @sfx
Member Communications

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

H,
I have been dealing with Jennifer by e mail, and always get very quick responses. Maybe that will work better for you.

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

I deal with Scarlet via email and she is always very prompt to respond, would email work better for you?

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

Heathpack - thank you for your post and sharing your concerns with us. Firstly, we are sorry to hear about the timing issues with regards to the phone calls. Our offices are open 8:30am to 5pm Mon-Fri PST. However, there were two days last week when there were some technical issues with our phone system which may have given you the after hours greeting during the day. This has now been resolved.

....
My questions are:

1. Am I forced to pay the full exchange fee if I do not accept an exchange into a resort that I did not request?

SFX: No.

You may request specific resorts and enter that information into the comments box. In doing so, if we match you to any one of the resorts you select as "acceptable", then you are required to pay the exchange fee. If there is a "near-match", meaning it's a good quality resort in nearby location and close or exact dates... it will be offered to you, and you may accept or decline. If you decline there is "no-charge".

One also has to use some judgement in the placement of the request. For example... if you are requesting an extremely high demand locations such as Hawaii, for prime time (Jan-Easter)... where typically the demand may be greater than the supply of space with all exchange companies, then you need to be more flexible with regards to being open to as many alernative quality resorts as possible, rather than just one or two.

If it's in a lesser demanded season... then you may choose to be more specific with choice of resorts.

2. What are suggestions as to ways I can better communicate with SFX?

I don't have any information about your time zone at hand... you would need to private message me your name and account number.

However, we do understand there is the difficulty for you to place or receive calls at work. Generally speaking if you place a call during our work hours and do not speak with an agent, and are unable to speak with them when they call you back... you may wish to call back again from your work, or perhaps let us know what the best time to call you at your home is.

You also have the choice of emailing us at vacations@sfx-resorts.com.

With regards to your first attempt to place the requests online, it appears you may have entered travel dates beyond the permitted time frame.

Please Private Message me your name and account number, and I will review your account to make sure all is well, and please advise of the best time to call you at home.

Hope this helps...

Thanks,
Mark @sfx
Member Communications

Thanks Mark. Sorry I have not been back since my original post. I have had a crazy week at work.

I got contact information for one of your reps from a timesharing acquaintence and had a very helpful conversation this morning. All of my questions were answered, my exchange request has been set up and everything was efficient and pleasant. I do not know what had been going on with my recent experiences, but today went great.

So I think we are all set for now.

H

[Mark @SFX Industry Representative Find all posts View Profile Close Mark @SFX]

Thanks Mark. Sorry I have not been back since my original post. I have had a crazy week at work.

I got contact information for one of your reps from a timesharing acquaintence and had a very helpful conversation this morning. All of my questions were answered, my exchange request has been set up and everything was efficient and pleasant. I do not know what had been going on with my recent experiences, but today went great.

So I think we are all set for now.

H

Heathpack - thanks for the feedback. At any time telephone communication is not possible with you during the day, please do not hesitate to email us, or private-message me on this site.

We look forward to sending you on Great Vacations !!

Thanks,
Mark @sfx
Member Communications

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

I would add Elena to the list of agents that have been very helpful and responsive. I have dealt with Scarlet, Jennifer, and Elena and all 3 are great.

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

I, too, have had great experiences. Just this week I requested a Jun e2011 Kauai week and got in within 2-3 days!

Heathpak: The reps have always either /and/or called and emailed to verify matches, before booking, even if they matched completely.

Joan