Very Disappointed with SFX service

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

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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........
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....

Mark, I think this is a good example of why some people are confused about SFX. Aren't something like 80% of all timeshare units in the world found in the USA, Canada, Mexico, the Caribbean, or Western Europe? So, what does it mean to "specialize" in those areas? Do you mean that your inventory is drawn pretty much evenly from all high-quality resorts found in those areas? But, aren't there some areas where you get more inventory, relative to the number of resorts, than others? It's not that I haven't taken the time to read about SFX, it's that this information just isn't available anywhere.

.....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?....

I'm not sure what the relevance of this is. My point was simply that most (perhaps all) exchange companies have some geographical regions where they get a lot of inventory, and others where they don't. I can see what those regions are for other companies, but not for SFX. Therefore, it is hard to know what requests SFX might have a good chance of filling. I never claimed that DAE's inventory has the same quality as SFX's inventory; clearly, it does not.


The other issue mentioned repeatedly on this thread was difficulty getting to talk to an agent:

.....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.....

I have no way to know how many SFX members have run into this problem, but it does seem to be one of the things that SFX members are least satisfied with, given the comments here. (I would also point out that, unless SFX has done a survey, SFX has no way to know how many members are frustrated at trying to reach an agent. Presumably, most people who have run into this problem aren't going to call back and complain.) As for members communicating what they need, as I said previously, it is not the norm to give a lot of details to receptionists. Most people are going to think that simply saying, "I have a question about my ongoing request" is communicating what they need.

I am a social psychologist by trade and these sorts of communication issues fall within my field. I would like to see SFX succeed, and I thought this sort of insight into the problem would be useful to you. Instead, it seems, you prefer to blame customers if they are dissatisfied with SFX's service.

......... 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....

Now, this IS useful information. Thank you.

....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........

Well, I didn't find anything misleading about Ann-Marie's post. She said that she had gotten one "fantastic" (her term) trade through SFX, but that so far, her other requests had not been fulfilled. You essentially confirmed what she said. So, revealing details like how many weeks she had deposited with SFX seemed to serve no purpose other than embarrassing her. I don't see how you were "forced" to reveal that Ann-Marie's Hawaii trade was for July 4th (twice, including once in bold font), when she already described the trade as "fantastic." Is this going to clarify that her trade was somehow better than fantastic?

....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 haven't ever traded through SFX, so I haven't needed to read SFX's terms and conditions too carefully. But, this sounds like you are saying that members aren't even allowed to go to the exchanging forum here and say something like, "SFX just got me Christmas In Hawaii!!!" Furthermore, it sounds like you are saying that if members do describe what a great trade they got, they have waived any right to privacy and SFX is entitled to reveal everything they know about that member. (Credit card number, too?) I hope that isn't what you meant!

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

Actually, Mark, I was hoping I could help you. But, I guess not.

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

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.

Frank - thank you for your input. On the issue of Privacy... so there is no viewer confusion, as may have been the case with those who sent Frank an email stating SFX disclosed information..... The Facts clearly show the "posters" openly disclosed in a public forum details of their transactions, which is a violation of rules. They had a chance to withdraw their posts, but they didn't. Their transaction information was there for all to see as their choice. It was placed by "them" in the forum seeking a Public Response from SFX.

Some of the information was incorrect and/or distorted to where viewers may be mislead, not to mention harm to both the site's credibility and that of SFX. They asked for a public response from SFX, and that is exactly what they got. If you violate our Privacy Rules in a public forum, then be prepared for a public response from us.

TSforums is a great site that offers a lot of credible information that you don't see on all other sites. Our forum is designed to be of help to those who have questions about our company and the service if offers. We hope to see some further guidelines announced shortly.

Thank you,