Very Disappointed with SFX service

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

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.

Happymom - thank you for your post. The busiest times of the day for inbound phone volume is between 8:30am-10am and 12pm-1pm PST. Those are the typical spikes during the day. If at anytime you call, and you don't speak with an agent, and the receptionists (there are a number of them) are unable to answer your questions, you can leave a message and they will get back to you. Or you can email accounts@sfx-resorts.com with you questions and needs.

If you have a pending request, and would like to modify it... perhaps change the unit size, number of people traveling, or add alternative locations and/or dates, for your convenience this can be done online 24/7. If you are busy, you don't have speak with an agent, you don't have wait for Pacific Time hours if that isn't convenient, it's at your convenience.

Other benefits... you always get emailed receipts for all your transactions for your file. You will also see any specials being offered. The status of your request is also stated, as well as a host of other items

However, you are always welcome to speak with an agent.

With your best interests in mind, here are a couple of links that offer very helpful advice.

1. Exchange process

2. Understanding exchanges

Hope this helps....

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

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......

Mark, I was very surprised that you posted the details of Ann-Marie's requests here. I don't see what it adds to this discussion to tell us that Ann-Marie has deposited a total of four weeks with SFX instead of five, for example. (I have trouble remembering what I own without looking it up, let alone remembering what I've ever deposited with a particular exchange company. )

I can see that some of the posts here seem like attacks on SFX. However, I didn't read Ann-Marie's post as being an attack, but merely feedback on what has and hasn't worked for her at SFX.

Reading this thread, it seems that many TS4MS members are happy with SFX; however, there are two problems that other members mention repeatedly.

One problem is that members call SFX, but the receptionist assumes that the caller is just wasting SFX's time re-checking to see if the request has been matched yet. I understand your point that SFX would prefer that members only call if they are changing or expanding their requests. However, SFX does not seem to be communicating that members must immediately tell the reception that this is what their call concerns.

I would guess that the typical member who has an ongoing request with SFX and wants to expand it is going to say to the receptionist, "I'm calling about my search." Typically, all receptionists want to know is how to direct the call. They would want to know that the call should go to whomever handles ongoing requests, rather than to, say, whomever handles deposits or check-in problems. I don't see how members are supposed to know that they need to tell the receptionist, "I have an ongoing search that hasn't matched anything so I want to see about adding more resorts to the request." Ordinarily, that is more than a receptionist would want to know. In general, when I give a receptionist detailed information like that, I find that it confuses and/or annoys them.

Also, it seems that there are questions about ongoing requests which an SFX rep could answer. On another thread, you note that most requests for 2008 haven't been filled yet because "most people industry wide have not yet banked their 2008 weeks..." It may be true that most owners haven't banked yet, but many resorts "bulk-bank" weeks into RCI or II long before individual owners pay their fees, and some resorts allow deposits into II or RCI before fees have been paid. Therefore, many timeshare owners are used to getting trades a full year, or even two years, ahead of check-in, and worry why SFX hasn't confirmed them yet for summer 2008. I understand why SFX confirms closer to check-in (and frankly, I don't want to be locked into a vacation two years ahead of time), but again, I don't see how SFX members, especially new ones, are supposed to know about this unless SFX tells them.

Secondly, there is a problem that members don't know what they should request because they don't know which requests SFX is likely to fill. I don't think it's going to help to tell TS4MS members that May and Fall are easier times to match than summers and holidays -- surely most posters here know that already, and if that answered their question, they wouldn't have asked. Rather, I think what members are asking is, "Where does SFX tend to get most of its inventory?" and "Is my week a relatively strong or week one, compared to other SFX deposits?"

With other exchange companies, one can go online and see where availability is high. For example, TPI gets a lot of Hawaii weeks and DAE gets a lot of Europe and Australia. With SFX, there is no way to tell what areas are well-represented. If I want to plan a warm-weather winter vacation, for example, would I be better off asking SFX for Hawaii, or for Mexico, or for the Caribbean? I really don't know. Similarly, with other exchange companies that use trading power, I can get a feeling of how strong my deposit is. If other people are seeing tons of great stuff online in II, say, and I'm seeing very little, I know that my week is a poor trader and that I better not expect too much for it, or perhaps should find a different use for that week (rent it, deposit it elsewhere) and give II a different week. With SFX, I can't do that, so I have no way to know if my week is a strong trader or not. For example, I have a Embarcadero July 4th 2008 one bedroom that you have told me is acceptable and qualifies for the 3-for-1 offer. But, is this a really desirable week to SFX, or is it just barely acceptable? I don't have any way to tell.

I think it would be helpful if you could list some example of areas where SFX gets good inventory, or resorts that often are available via SFX. I also think it would help if members were told how strong their week was, relative to other SFX deposits.

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

Mark, it would be helpful for SFX to get the directory updated - it has been in its "beta" version forever, with no forward progress.

I can't help but think that the more resorts listed in the directory, the more varied would be the deposits that customers would give you, and the more information customers would have about what to request.

"Mystery" does not seem to be a positive attribute for a timeshare exchange company.

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

JudyS, I think you have me confused with happymum. Mark did not post details of my requests here, but rather happymums.

[barndweller Moderator Find all posts View Profile Close barndweller]

Judy

You have summed it up very well. I thank you!

I have been happy with my SFX experience for the most part but the "mystery" component is very off-puting to many would be depositors. Fewer depositors=fewer trades available which will affect me in the long run.

And I agree strongly that a public forum is not the place to post private details of an individual's dealings with any company. Very poor form.

[barndweller Moderator Find all posts View Profile Close barndweller]

Anne-Marie

Is post #20 not listing details about your transactions?

[Sydney Contributor - Bronze Find all posts View Profile Close Sydney]

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.

Mark, I was very surprised that you posted the details of Ann-Marie's requests here. I don't see what it adds to this discussion to tell us that Ann-Marie has deposited a total of four weeks with SFX instead of five, for example. (I have trouble remembering what I own without looking it up, let alone remembering what I've ever deposited with a particular exchange company. )

JudyS, I think you have me confused with happymum. Mark did not post details of my requests here, but rather happymums.

Ann-Marie, Judy isn't confused. As you see from the quotes above, she is correct and Mark did post details of your requests, where, when and with the number of banked weeks. You must have missed that part in Mark's reply. Personally, I would not be happy with my private account details being revealed so nonchalantly without my permission.

You Americans must have a different legal system with regards to privacy. In Australia, it would be illegal for an exchange company to reveal confidential details to anyone other than the member/account holder.

[lawren2 Malibu Beach Barbie & A Super Moderator Find all posts View Profile Close lawren2]

JudyS, I think you have me confused with happymum. Mark did not post details of my requests here, but rather happymums.

Yes he did and are you pleased if it were your resort details and phone conversations?

I wouldn't be.

Perhaps a public forum is not a place to bring up these types of complaints but I believe the handling here is not a positive reflection on TS4Ms or SFX.

Most of us just want to know where the availability is most likely to achieve a sucessful exchange with independents. Since SFX does not wish to share that information in an on-line way it makes it very difficult.

Yes yes 80/20 and we are the 20% folks. Let us know where that 20% is and what the timeframes are. It would make it so much easier stress wise to use SFX.

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

Mark, I was very surprised that you posted the details of Ann-Marie's requests here. I don't see what it adds to this discussion to tell us that Ann-Marie has deposited a total of four weeks with SFX instead of five, for example. (I have trouble remembering what I own without looking it up, let alone remembering what I've ever deposited with a particular exchange company. )

I can see that some of the posts here seem like attacks on SFX. However, I didn't read Ann-Marie's post as being an attack, but merely feedback on what has and hasn't worked for her at SFX.

Reading this thread, it seems that many TS4MS members are happy with SFX; however, there are two problems that other members mention repeatedly.

One problem is that members call SFX, but the receptionist assumes that the caller is just wasting SFX's time re-checking to see if the request has been matched yet. I understand your point that SFX would prefer that members only call if they are changing or expanding their requests. However, SFX does not seem to be communicating that members must immediately tell the reception that this is what their call concerns.

I would guess that the typical member who has an ongoing request with SFX and wants to expand it is going to say to the receptionist, "I'm calling about my search." Typically, all receptionists want to know is how to direct the call. They would want to know that the call should go to whomever handles ongoing requests, rather than to, say, whomever handles deposits or check-in problems. I don't see how members are supposed to know that they need to tell the receptionist, "I have an ongoing search that hasn't matched anything so I want to see about adding more resorts to the request." Ordinarily, that is more than a receptionist would want to know. In general, when I give a receptionist detailed information like that, I find that it confuses and/or annoys them.

Also, it seems that there are questions about ongoing requests which an SFX rep could answer. On another thread, you note that most requests for 2008 haven't been filled yet because "most people industry wide have not yet banked their 2008 weeks..." It may be true that most owners haven't banked yet, but many resorts "bulk-bank" weeks into RCI or II long before individual owners pay their fees, and some resorts allow deposits into II or RCI before fees have been paid. Therefore, many timeshare owners are used to getting trades a full year, or even two years, ahead of check-in, and worry why SFX hasn't confirmed them yet for summer 2008. I understand why SFX confirms closer to check-in (and frankly, I don't want to be locked into a vacation two years ahead of time), but again, I don't see how SFX members, especially new ones, are supposed to know about this unless SFX tells them.

Secondly, there is a problem that members don't know what they should request because they don't know which requests SFX is likely to fill. I don't think it's going to help to tell TS4MS members that May and Fall are easier times to match than summers and holidays -- surely most posters here know that already, and if that answered their question, they wouldn't have asked. Rather, I think what members are asking is, "Where does SFX tend to get most of its inventory?" and "Is my week a relatively strong or week one, compared to other SFX deposits?"

With other exchange companies, one can go online and see where availability is high. For example, TPI gets a lot of Hawaii weeks and DAE gets a lot of Europe and Australia. With SFX, there is no way to tell what areas are well-represented. If I want to plan a warm-weather winter vacation, for example, would I be better off asking SFX for Hawaii, or for Mexico, or for the Caribbean? I really don't know. Similarly, with other exchange companies that use trading power, I can get a feeling of how strong my deposit is. If other people are seeing tons of great stuff online in II, say, and I'm seeing very little, I know that my week is a poor trader and that I better not expect too much for it, or perhaps should find a different use for that week (rent it, deposit it elsewhere) and give II a different week. With SFX, I can't do that, so I have no way to know if my week is a strong trader or not. For example, I have a Embarcadero July 4th 2008 one bedroom that you have told me is acceptable and qualifies for the 3-for-1 offer. But, is this a really desirable week to SFX, or is it just barely acceptable? I don't have any way to tell.

I think it would be helpful if you could list some example of areas where SFX gets good inventory, or resorts that often are available via SFX. I also think it would help if members were told how strong their week was, relative to other SFX deposits.

Apologies for this long drawn out thread...



JudyS - thank you for your post and your thoughts. We certainly do not see any of the posts as "attacks".

One of the problems we experience, there is a small percentage of people who do not bother reading the information we have about our company and how we work which is clearly posted in our website. A part of the problem is they think we work like RCI, II, DAE, Trading Places etc,. and seem to have a poor understanding of our business model, and keep making comparisons with Apples and Oranges. As a result they are confused and can get frustrated.

With regards to Members who posted their SFX transactional details online, two things. We make it very clear, the forum is not the place to discuss details of your account and transactions with SFX ! This is also in our terms and conditions. I believe it may be also part of the forum rules as well? But again, people don't listen.

They chose to announce to the world details of their transactions in our forum. The details were incorrect and may be misleading to some people. We were given no choice but to correct those misleading details publicly in response.

If someone has an agenda and chooses to go public with their issues, instead of taking the "Reasonable" course of communicating with your exchange company first for resolution, then be prepared for a public response. Quite frankly the moderator should delete any post that involves transactional details between our customer and ourselves. When a member chooses to publicly disclose transaction information, they essentially have chosen to waive all rights to privacy.


............"I don't see how members are supposed to know that they need to tell the receptionist, "I have an ongoing search that hasn't matched anything so I want to see about adding more resorts to the requests....."

We have nearly 115,000 Members. This has not been an issue except for a small handful of people. Like with anything else you do in your every day life, you need to communicate what you need. If you mention to the Receptionists you wish to add more resorts and options to your request, they will ask you if you would like to go online to do this, if not you can speak with an agent. The online service is designed for your convenience and greater efficiencies, and is a way of keeping costs down both for us and the consumer. Thousands of dollars have been spent on the website creating this online "benefit". If a Member needs to speak with an agent, they are more than welcome.

.............."With other exchange companies, one can go online and see where availability is high. For example, TPI gets a lot of Hawaii weeks and DAE gets a lot of Europe and Australia. With SFX, there is no way to tell what areas are well-represented"...........

Again, we clearly state what areas we specialize in (USA, Canada, Mexico, Caribbean, Western Europe). We can also access in any other country that has "quality" resorts.

I know I have repeated this many times. For those who have take the time to read about our model, I apologize for being redundant.

About 80% of the timeshare world requests about 20% of the premium space. You "Do Not" as a rule see the 20% online because there is always a queue for it and as soon as it comes in it gets booked. With the major exchange companies, the only space you see online is space they have no current requests for from their members! SFX "specializes" in the top 20%. You don't see that online with the other companies, nor do you with SFX. It's simple; it's the inventory where demand is greater supply with everyone ! As soon as it comes in, it is booked to the next request that matches.

SFX also in addition to deposits receives Bulk-bank space from many developers and other resources. We also book many people a year in advance.

You mention DAE and TPI... (Good companies), but when you login and look at all that inventory you mention, what percentage is Crown rated or 5 Star? Our model is different, we specialize in Crown rated and 5 Star properties. As far as I know, we are the "only" exchange company specializing in this level of quality. As a general rule, if it's really good quality property, it's immediately booked because there is always a queue for it. (That doesn't mean what is viewable is not good quality).

I think it will help if I post a "sticky" explaining our business model in our forum, for those who didn't read it in the multiple earlier posts.

............If other people are seeing tons of great stuff online in II, say, and I'm seeing very little, I know that my week is a poor trader and that I better not expect too much for it, or perhaps should find a different use for that week (rent it, deposit it elsewhere) and give II a different week. With SFX, I can't do that, so I have no way to know if my week is a strong trader or not. For example, I have a Embarcadero July 4th 2008 one bedroom that you have told me is acceptable and qualifies for the 3-for-1 offer. But, is this a really desirable week to SFX, or is it just barely acceptable? I don't have any way to tell......

Judy, this is a very good question... With the major exchange companies, there is a very large disparity in the level of resorts. And as you state, if you don't see much with your deposited week, it makes it a poor trader.

With SFX you don't have such a huge disparity as everything is Crown and 5 Star. We all know there are some certain resorts with the same crown and 5 star rating have higher trading power than others. A resort that has a 10 rating that's deposited in prime time, will have a higher trading power than a 10 deposited in the off-season. If we accept your resort into SFX, for the most part it will trade for everything in our system. Of course there are some exceptions.

A question you have to ask yourself is, even if my week is barely acceptable, perhaps not quite a high-grade Crown property, am I better off sticking with the other exchange companies, or does SFX offer me better opportunity even if it's not the top tier? Only you can answer that question. Also factor in costs, and benefits, eg. bonus weeks etc. If you do not answer "yes" to that question, you should use other companies. SFX is not for everyone. There is strong appeal to Owners that have a high-end quality property.

Here are two useful links with good information to help you. I should post these as a sticky as well.

1. Exchange Process

2. Understanding....

Hope this helps...

Thanks,

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

Mark, it would be helpful for SFX to get the directory updated - it has been in its "beta" version forever, with no forward progress.

I can't help but think that the more resorts listed in the directory, the more varied would be the deposits that customers would give you, and the more information customers would have about what to request.

"Mystery" does not seem to be a positive attribute for a timeshare exchange company.

Hi Eal - We agree. Our new version of our whole site will be launched in the near future. We have spent a lot of money developing far advanced software platforms for our next level of growth for when we move into our new corporate headquarters in December. This is where the focus has been. A new directory will be the next component layered on top of the new platform.

Thanks,

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

Judy

You have summed it up very well. I thank you!

I have been happy with my SFX experience for the most part but the "mystery" component is very off-puting to many would be depositors. Fewer depositors=fewer trades available which will affect me in the long run.

And I agree strongly that a public forum is not the place to post private details of an individual's dealings with any company. Very poor form.

Barndweller - thank you for your post. We couldn't agree more with you, the public forum is not the place for transaction details. It is a violation of our terms and conditions, and I think it is against the forum policy as well.

We have made this statement before, unfortunately not everyone is aware of it.

We also point out, when the poster chooses to publicly discuss their transactions online, (as they chose to do so in the earlier posts) in case there is an agenda, we have no choice but to publicly respond.

With regards to the "Mystery" component you mention... I am not quite sure what you are referring to, but if you read my reply to JudyS, I discuss many items that many people have a lot of confusion about.

We do need more people to "read" what we publish, as it will help them understand the fundamental differences in our business model compared to "all" the other exchange companies. Too many people do not make the time to read the information we offer, and assume we operate on the same model as the other exchange companies.

Hope this helps...

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

Ann-Marie, Judy isn't confused. As you see from the quotes above, she is correct and Mark did post details of your requests, where, when and with the number of banked weeks. You must have missed that part in Mark's reply. Personally, I would not be happy with my private account details being revealed so nonchalantly without my permission.

You Americans must have a different legal system with regards to privacy. In Australia, it would be illegal for an exchange company to reveal confidential details to anyone other than the member/account holder.

Sydney - thank you for sharing your personal opinions with us. But, if you read the Forum "carefully" you will discover the posters violated our terms by publicly discussing the details of their requests, to which we publicly responded.

We hope this give you a better understanding of the "facts".

G'Day...

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

Yes he did and are you pleased if it were your resort details and phone conversations?

I wouldn't be.

Perhaps a public forum is not a place to bring up these types of complaints but I believe the handling here is not a positive reflection on TS4Ms or SFX.

Most of us just want to know where the availability is most likely to achieve a successful exchange with independents. Since SFX does not wish to share that information in an on-line way it makes it very difficult.

Yes yes 80/20 and we are the 20% folks. Let us know where that 20% is and what the timeframes are. It would make it so much easier stress wise to use SFX.

Hi Lawren - To avoid any confusion, maybe this portion of my previous post will help you with regards to the Privacy Issue...

With regards to the posts discussing transactional information by Members, two things. We make it very clear, the forum is not the place to discuss details of your account and transactions with SFX ! This is also a violation of our terms and conditions. I believe it may be also part of the forum rules as well? But again, people don't listen.

Posters chose to announce to the world details of their transactions in our forum.

Some of the details were incorrect and may be misleading to some people. We were given no choice but to correct those misleading details and respond publicly.

If someone has an agenda and chooses to go public with their issues, instead of taking the "Reasonable" course of communicating with their exchange company first for resolution, then be prepared for a public response. Quite frankly moderators should delete any post that involves transactional details between our customer and ourselves.

When a member chooses to publicly disclose transaction information, they essentially have chosen to waive rights to privacy.

SFX has a clause in it's terms and conditions stating all transactions are private and confidential information. I am not sure if the Forum has a similar policy regarding transactions. I am not saying previous posters have an agenda or have intentionally violated the policy, but my suggestion to the "Moderators" is to delete any posts made by people with their transactional information with SFX. Some people read rules and choose to follow them, some don't.

Lawren...The 20% you ask where it is, and again... as with "all" exchange companies, as a general rule it never sits around. It's typically not viewable with them... or us.

In most cases you need to place a request for it, and start a search. If that process doesn't work for people, they need to stay with their other exchange company where they are more comfortable.

Hope this helps...

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

Anne-Marie

Is post #20 not listing details about your transactions?

Yes, you are absolutely right!!. I never saw that post. I some how missed it. I am removing myself from any further discussion on this thread. I will keep my SFX business to myself for now.

[bigfrank Administrator Find all posts View Profile Close bigfrank]

I have tried to stay as neutral as I can but now this thread has caused us to rethink about what we are allowing. First off I am for an open forum. I feel that these Ask Boards are great to learn about the company. But if you post your personal account info you are asking the company's to respond to your personal info good or bad and they have the right to defend them selves. Now after they respond I get a ton of PMs saying that it is not right for the company's to share his or her info. WAKE UP! If you posted info about your account then you opened the Box that should have been kept Private and gave the company the right to respond. I am currently away and don't need to be dealing with this. Because of this thread and BTW this thread will stay intact as a reference to why we are no longer going to allow posting of personal account problems. From now on any posts regarding your account will be removed from the ask Boards. This does not mean we are stopping members from venting as if there are issues you can PM or if you want post in another forum. Posting your info in an Ask forum opens a can of worms and then when the other side speaks people feel they are wrong for telling the truth. So for now on if there is a personal issue of an account , and I hate to say this but, The thread will be moved out of here for your own good and our sanity! I am leaving this thread open for another 24 hours , so If you have something to add then add it, after 24 hours the thread will be locked.