080727 Customer Service Redux

I am postponing a blog on how T Boone will save us all from oil to revisit customer service. The following is a copy of a letter in my mailbox waiting for the mailman to visit in the morning. A couple of quick notes:
1) Never buy a timeshare from a salesman. You can easily pick up deals for ten to twenty cents on the dollar and then exchange for last minute openings.
2) I have been extrememly happy with my travels with Wyndham and with RCI.
and now:

FairShare Plus by Wyndham
P.O. Box 98940
Las Vegas, NV 89193-8940

July 26, 2008

RE: XXXXXXXXXXX

Sirs,

Currently, I am prepaid through May of 2009. Since taking efforts to be a good customer and pay up front for services, I have been from time to time been blocked from using online applications due to my delinquent payment status and I have been notified three times by mail that I have a past due balance of over one thousand dollars. The most recent notice came today. Each time I have received this notice, I have contacted the billing office where the staff has consistently been polite.

The explanation I am generally given is that I have been double billed. I am told that the matter will be fixed immediately but that it will take two days for the online system to update so that I am cleared to check confirmations and make reservations.

When I called today, I was told that there was a notation that a “Jeremy” had filed the paperwork to correct this on (I believe) the sixteenth of this month but it had never been completed. I was told to call back Monday as nothing could be done on a Saturday which leaves me wondering why the phones are manned. Also in today’s mail was a reservation confirmation which was filed on the nineteenth.

I am very pleased with the product that Wyndham provides and have three vacations set up for the next year and enough points for several more. There is nothing that I could complain about except for the continuing frustration that I am having over being double billed. When rooms are released at resorts I wish to stay at, I may well find that I cannot book them due to this issue and will have the vacation I have planned and prepaid ruined.

A company which has grown and prospered the way Wyndham has, surely must have the operational discipline in its financial office to correct this matter. As my confirmation letter arrived, it appears that updating the online system, which I was told was the most difficult and time consuming aspect was completed again but correcting my record, which I was told could be done immediately, has still not been done despite numerous attempts. Please see that this is corrected and contact me in writing showing my payment status.

As a further aggravation, the collection letter which lists the consequences of being delinquent always states that it contains a return envelope for my convenience. It never does.

Thank you,





Jim Avery
XXXXXXXXXXXXXXXX
East Nassau, NY 12062