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Hello yall.
I’ve sut back and read for a while, and this may be my 1st post. So I’m a Supervisor for a well known timeshare company. I won’t share who since I’m forbidden to do so and I don’t want retribution, but I’d I said who it was, I promise you have heard of us, and more than likely, stayed at that brand, even if just as a hotel.
So I took an escalated call today. Back story us this guy owned several weeks, and just redid some of his contracts and was dealing with our Transfer Department back in February. The agent not only did the work on the new contracts, but also booked several reservations. Those transactions they normally refer the owner to call the Reservations Department for, where I am. After dealing with this guy, I have a feeling they strong-armed the rep into doing all this for them. One of the transactions, is they took one of the owned weeks, and transferred the points to External exchange.
If you are unfamiliar with timeshares, External Exchange means that you can trade your timeshare through another company to book a timeshare elsewhere, that someone else traded. This is common practice.
The rep fully documented all of this.
So, he calls us today, and complained that he never authorized the transaction to exchange, and he wanted to book his deeded week. Despite the clear notes on file, my boss wanted me to send an email to Corporate and have them reverse all of this. Not an easy thing to do, and not anything that we can do during the course of a single phone call. There is no button I can push to make that happen.
Fast forward, I tell this guy that I need to send an email, have this researchedand we can get back to him. That wasn’t good enough. Despite me telling him there is no button I can push to make this happen, he demands I get it done right that I instant. Even if I believed his story, there is no physical way I could have done this. He said he would sit on my phone over the weekend until it was resolved. 5 pm on a Friday? Yea no.
I could not reason with him. I was the most senior person in the office at the time, so I couldn’t even transfer him somewhere. My boss who never takes calls left early, and Corporate doesn’t exactly have a phone number, at least not one that’s published. This guy wanted my personal email as well. Ok so I have one, but security policy prohibits me from giving it, as it is for internal use only. He calls me a liar. Yea ok you got me, but damn it I do have rules to follow. He wants my personal extension. Ok so we recently upgraded our phones. We no longer have numbered extensions. We give out our names so that we can be found if someone needs to transfer a call. They just pull as up and select our name. Nope, not good enough. I even offered our department email for customers, that I personally respond to. I tell him this. Nope not good enough.
He wants me to ensure that not only I get the transaction reversed, but that I book him his week. Again, because of what was already done, I can’t do this easily. I must have told this man this 30 times.
In the end, I told him that since I have advised him several times what we are doing, and he would not end the call, I would mute the line and put my headset down and finish the rest of my work.
This man stayed on my line until the end of my shift. 90 minutes. I went on my break, came back, did more work and then logged out. I ended up having to hang up on him just to log out.
Dude seriously? At some point. Damn the job, I gotta get on with my life.
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