Very Disappointed with SFX service

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

I'm going to chime in here. First of all, I have never deposited a week nor used SFX, but I AM a member. The major concern I have is they NEVER respond to any of my emails. Now... If I email Mark directly, he responds quickly. But for some reason, I can't get a response through their website. And yes. I check my bulk/spam folder.

Because I strongly believe in communication, I'm hesitant to do business with SFX.

JMHO

Bigeyes1 - Thank you for your post. If you can pm me the email address you sent from, I can check our servers to see if we even received it. There is quite a bit of email sent from members containing virus's either real or suspected, in which case it is deleted if it doesn't pass the scrub.

Thanks,

[zdxlc9p6 Senior Member Find all posts View Profile Close zdxlc9p6]

I'm going to chime in here. First of all, I have never deposited a week nor used SFX, but I AM a member. The major concern I have is they NEVER respond to any of my emails. Now... If I email Mark directly, he responds quickly. But for some reason, I can't get a response through their website. And yes. I check my bulk/spam folder.

Because I strongly believe in communication, I'm hesitant to do business with SFX.

JMHO

I tried an experiment by sending this message: "What is the earliest I can submit a request for Hawaii for NY Eve 12/31/2009? Acct 62562."

Here is the date/time from my sent message:
Thu, 4 Oct 2007 10:59:03 -0700 (PDT)
I already received a response:
Thu, 4 Oct 2007 11:07:37 -0700

8 minutes for a response works for me!

[barndweller Moderator Find all posts View Profile Close barndweller]

I will chime in, too. Let me say first that I have been very happy with the successful requests I have gotten thus far at SFX. I am not so happy with the spotty communication and the lack of that "personal" touch but it appears there is an effort to improve that aspect of service with what so far is nothing more than an automated e-mail assurance that one's request hasn't been forgotten.

Like many others have said, I often have no clear vacation destination in mind & often make exchanges at II & TPI based only on what I have found available when browsing on-line. SFX doesn't offer this option but I knew that before I joined. Nonetheless, it is a big negative in my book. I will have 3 bonus weeks expire soon because of this. Had I been able to see more availability besides the small & extremely limited sell-off lists I may have used those weeks months ago. Having a search function at other exchange companies has enabled me to request exchanges with some knowledge of what my chance of success may be. At SFX I am totally in the dark as to whether my requests have even a remote chance of success. Will someone else get the exchange I requested before me because they offered a bigger unit in exchange? Is my request never going to come through because there are dozens of others ahead of me in the queue? If I want to go somewhere off season will SFX get any availability for me or do I have to ask for prime season to have a chance since that is what everyone is encouraged to deposit? How do I figure out what is a reasonable request & what is a pipe dream that doesn't have any chance of getting filled? I feel like I am playing pin the tail on the donkey blindfold & all.

[barndweller Moderator Find all posts View Profile Close barndweller]

Mark,
Your response to Happymum leads me to believe that there was availability during her requested timeframe but not at the resort/s she requested. Would it be normal practice for the rep to call to offer an alternative? Of course, I do not know how restrictive her requests were but I know that more often than not, I would be open to accepting alternatives if offered. This is the kind of customer service I would hope SFX would provide.

Your comment about the e-mails being blocked makes sense. I've only sent one & it was never answered, probably for that reason. My few phone calls have always been answered promptly but I called at non-busy times of the day.

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

It is with interest that I read this post, because I am becoming somewhat unhappy with SFX. I banked 5 weeks with SFX. My first exchange to Hawaii was fantastic. I have since put in 2 requests, one for HHI Feb. 2008, and the second for HHI, July 2008. I also requested the same with my weeks banked with RCI. I was able to secure the Feb. week immediately at a 2 BR GC resort with RCI. My search with SFX for the same period has yet to pull anything. I did call SFX, and the representative was very abrupt with me. I was told that my request has been assigned to a representative with SFX, and when there is a resort available, I will be called. I was not given the opportunity to discuss these requests at all. As much as people complain about RCI, you can always talk to a guide, even if they have nothing to offer you. Also, it is so much nicer to be able to do my own search for availability and have instant satisfaction with RCI.

Ann-Marie - Thank you for your post.

In the best interest of accuracy and Full-disclosure for the viewers, please allow my to add more information so they can see a more complete picture.

.........." I banked 5 weeks with SFX. My first exchange to Hawaii was fantastic. I have since put in 2 requests, one for HHI Feb. 2008, and the second for HHI, July 2008"......

We appreciate all your deposits, but there are 4 not 5. You actually have 3 pending requests you have placed with us, not 2.

1. Manhattan, for the Christmas week only.
2. Hilton Head, placed 8 weeks ago for President's week only.
3. Hilton Head for next July.

Your July 4th week request for Hawaii was confirmed.

We are glad RCI came through for you for President's week Hilton Head. But this isn't necessarily an apples to apples situation. There are many variables... for example the week you deposited with them may have had higher trading power than the one banked with us. The request may have been in longer with them... We may have members who placed the request before you etc.

You were fortunate to a get prime Holiday week for exchange in Hilton Head from RCI. (I noticed we confirmd you for a July 4th Holiday week in Hawaii).

What you don't mention or disclose is how many thousands of their members also had the same request in as you, but didn't get confirmed by the other exchange company.

We too can give you many testimonials from members stating we came through with their request they couldn't get from the other exchange companies, but there really isn't any relevance. Every year, industry wide there are thousands of people who get their exchange, and thousands that don't.... as demand exceeds supply for the better resorts and locations in higher demand seasons.

Your New York request for Xmas does not have a good chance of fulfillment.

Your Hilton Head request for next Summer does.

With regards to not being able to speak with an agent about your requests... sorry that simply is not true. Our policy is very clear... when a member places a request, they sign and acknowledge they understand an agent will only call them with results. We do not call you to say, "nothing yet".

We try to discourage members from constantly calling to see if there are any results on their requests, because it simply ties up agents time and resources when they could be spending that valuable time searching for space for members. If there were results, we call you immediately.

On the other hand, if you want to speak with an agent and discuss other options and possibilities, they will gladly speak with you... but you need to "communicate" this to the receptionists. Let them know you wish to discuss other options with your agent.

If you simply just say you are checking on the status of your request, after we clearly state we call you when there are results, and you are sent an email update every 30 days, and you can see the status online.... the receptionist isn't going to stop an agent from their work of finding your space, unless you request speaking with the agent for more options.

Hope this helps...

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

Mark,
Your response to Happymum leads me to believe that there was availability during her requested timeframe but not at the resort/s she requested. Would it be normal practice for the rep to call to offer an alternative? Of course, I do not know how restrictive her requests were but I know that more often than not, I would be open to accepting alternatives if offered. This is the kind of customer service I would hope SFX would provide.

Your comment about the e-mails being blocked makes sense. I've only sent one & it was never answered, probably for that reason. My few phone calls have always been answered promptly but I called at non-busy times of the day.

Hi Barndweller - even though the request was placed late, there was availability for the Xmas request at a Gold Crown Resort. But the request had Restrictions placed by the Member for "Specific" resorts only.

Even though we give full and clear disclosure these kind of restrictions placed by the member inhibit results, when a member does not heed this advice and still places restrictions... we take them at their word.

One of the things that makes the exchange business work, is the members ability to display a "reasonable" degree of Flexibility. I don't know how many times we have to stress this. Even if there was no flexibility on the dates or location, but to then add specific resorts only, when we as a rule only offer Crown or 5 Star, just doesn't make sense to me. When a member doesn't place unreasonable restrictions, then it makes a world of difference because quality alternatives are offered as a standard procedure... and they are off to a great vacation.

Hope this helps...

[Ann-Marie Senior Member Find all posts View Profile Close Ann-Marie]

Mark, I appreciate your responses to the above posts. My main question is this: Can I ask to speak to the person that has been assigned to my request? By what you have said, this seems like it is possible. However, when I called, to the best of my recollection, I was not given that option. What I would like to know is what [B]ARE[B] my chances of getting one of my requests. The only way to have some idea of this is by speaking to a representative. By doing so, I will also be able to determine how many units SFX normally gets for exchange to HHI, if many at all. Or should I just plan on using my SFX banked weeks for somewhere other than HHI. I have weeks banked with SFX and RCI. I am waiting to see what week I get through SFX in July of 2008, and just like what another poster mentioned, then I can make plans by randomly choosing what is available at another time with RCI for my second weeks vacation. I hope this makes sense!!

[barndweller Moderator Find all posts View Profile Close barndweller]

Thank you for your informative answer, Mark. I am glad to hear that can expect to receive a call offering alternatives if we indicate we are open to them.

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

I will chime in, too. Let me say first that I have been very happy with the successful requests I have gotten thus far at SFX.

How do I figure out what is a reasonable request & what is a pipe dream that doesn't have any chance of getting filled?

Barndweller - Thank you for your post. Glad to see you have been very happy with the successful requests so far.

.........."How do I figure out what is a reasonable request & what is a pipe dream that doesn't have any chance of getting filled?

This is very simple; Please refer to Step 4:

As with all exchange companies, if you request Jan through Easter, June through September or major Holiday weeks... you are requesting the most demanded times of the year, and therefore there is the least availability.

If you are requesting the other months of the year, there is greater availability.

FYI... Just because we market for deposits in prime time, that doesn't mean to say you can only request prime time with SFX. You can request ANY time of the year. Our inventory is not predicated on just member deposits. We have many resources.

Hope this helps...

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

Mark, I appreciate your responses to the above posts. My main question is this: Can I ask to speak to the person that has been assigned to my request? By what you have said, this seems like it is possible. However, when I called, to the best of my recollection, I was not given that option. What I would like to know is what [B]ARE[B] my chances of getting one of my requests. The only way to have some idea of this is by speaking to a representative. By doing so, I will also be able to determine how many units SFX normally gets for exchange to HHI, if many at all. Or should I just plan on using my SFX banked weeks for somewhere other than HHI. I have weeks banked with SFX and RCI. I am waiting to see what week I get through SFX in July of 2008, and just like what another poster mentioned, then I can make plans by randomly choosing what is available at another time with RCI for my second weeks vacation. I hope this makes sense!!

Hi Ann-Marie

Thank you for your response.

....."Can I ask to speak to the person that has been assigned to my request?"

Most definitely. When you call, let the receptionists know you wish to speak with your agent to discuss alternative options. The only time we try to discourage calls, is when a member is just checking on status of a pending request, and has no interest in other options that may be available.

Although agents are not allowed to give the odds of getting space (as exchange companies do not know when and if members will use their space or deposit it), the agent can advise as to any difficulty factors... more than likely less than likely. It all depends where and when you are requesting. Needless to say an area with many resorts has a better chance than an area with very few. With regards to your HHI request for the Summer, it is certainly worth pursuing.

Hope this helps, and thank you for your business....

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

As one of the mods for this forum I did think about locking the thread immediately when I saw the first post and advising the OP to contact Mark by PM or e-mail. I decided to let it run as, by the time I saw the post, other comments had already been added. I also think that Mark is more than capable of holding his own when he needs to.
However, I would still encourage members with a perceived problem with any of the companies that have forums on the site to take up the problem directly, and privately, with the rep rather than risking a public slanging match. I generally find that quiet and reasoned private discussions tend to lead to a speedier and more amicable solution to problems.
By all means 'go public' after that if there is still no acceptable solution to the problem. Also be very sure that any statements made on the site regarding conversations etc are factual, as being shown to be inaccurate in recollection can be damaging to credibility.

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

As one of the mods for this forum I did think about locking the thread immediately when I saw the first post and advising the OP to contact Mark by PM or e-mail. I decided to let it run as, by the time I saw the post, other comments had already been added. I also think that Mark is more than capable of holding his own when he needs to.
However, I would still encourage members with a perceived problem with any of the companies that have forums on the site to take up the problem directly, and privately, with the rep rather than risking a public slanging match. I generally find that quiet and reasoned private discussions tend to lead to a speedier and more amicable solution to problems.
By all means 'go public' after that if there is still no acceptable solution to the problem. Also be very sure that any statements made on the site regarding conversations etc are factual, as being shown to be inaccurate in recollection can be damaging to credibility.

What is a "slanging match"?

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

What is a "slanging match"?

Two nations divided by a common language again I see

A 'slanging match' is basically when discussion descends to the level of name calling rather than useful dialogue.

[Glitter Brunello Super Moderator Find all posts View Profile Close Glitter Brunello]

Two nations divided by a common language again I see

A 'slanging match' is basically when discussion descends to the level of name calling rather than useful dialogue.

This threaded needed that

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

Mark, I have no wish to prolong this discussion, but do feel I need to clarify certain misunderstandings.
I was referring to 3 separate calls, with 3 separate agents over a number of months. I would not count calls where I was unable to speak to a representative as a completed phone call.

My hang-ups were for 2 reasons. In the first instance your voice prompt system took me to a recording that told me to do the transaction on-line. Since I preferred to speak with an agent I hung up and re-dialled rather than try to re-access the main menu. In the second instance, I did not leave a message as I was leaving my home and would not be available to receive the callback.

My immediate frustration came from being told 3 times in under 3 minutes,by 3 different sources to place my request on-line. I am certainly aware that this is more cost-effective and in the case of a simple request seems eminently reasonable.

My Christmas request is for 2008. I am aware that by being restrictive in the resorts I would accept, I am decreasing the likelihood of a match. Because of the long lead time, I was willing to take that risk. I thought that in the intervening time I could add/modify the request and indeed that was what I was attempting to do, not check on the progress of my request.

It is helpful to know that it is the receptionist that needs to know when one wishes to discuss alternative options. I also appreciate learning that the morning is the busiest time. When would you suggest are the best times to call?

I acknowledge that most of this exchange would have been better served privately, however I have certainly learned from your responses and believe that others have also.

Thanks for the time and effort you put in to this matter.