Myths, rumors… and Ignorance

[Mark @SFX]

Several of our Members have have expressed their concerns about certain posts in another website that is known for some very good advice, and unfortunately a degree of misleading and false information.

Please note, this post is not objecting to anyone posting a complaint. Every company has complaints, and each company has the responsibility to address them. This is about false "Factual" information that has been posted.

It is unfortunate that certain people cower behind their anonymity feeling they have an entitlement to post false factual information knowingly, and sometimes out of simple lack of knowledge, simply not knowing the facts. It is even more disconcerting when some of this information comes from “moderators”, who should research their information before taking “wild-guesses” and posting it. They are placed in a position of responsibility to both the website and it’s viewing public. They do a disservice to the public, and damage the credibility of their website when false or misleading factual information is published.

It also makes you wonder about their intentions, when they know if they have a question and need answers, they can post in our Forum on this website where they will get a response, but unfortunately choose to post elsewhere on other websites not using their real identity.

So… to clear the air about some of the Myths and Rumors etc. Here are some “Facts” and not Fiction….

1. There is post making a claim that SFX has a phone solicitation stating you have won a $2,600 Holiday ! etc. They claim they recognized a voice on the recording from SFX after pressing “1” and that they spoke with an agent who could hardly speak English, and the agent hung up the phone on her etc… (This is paraphrased).

Well… We would like to point out there is absolutely “No Truth” to these outrageous claims. SFX has not, and does not have any marketing program like this, and is not the way we operate. The only out-reach program we have is our Membership department calls Members to see if there is an interest in upgrading their memberships. This is no surprise as “every company” does this.

Also, pressing “1” in our phone system does not transfer you to an agent in the call center. It is for dialing a known direct extension. Secondly… all our agents speak fluent American English. The claim in the post is false and misleading.

2. In a different posting, we noted more misleading and false information.

Just like “all” exchange companies, we have an online business model, as do most businesses. It’s a way of creating greater efficiencies for both the company and its valued customers. Customers can login 24/7 and this also keeps costs down for all parties. However, we invite our Members to call us at any time at 1.800.739.9969. Contrary to misleading statements, our phone system is not set-up so the caller has to leave a message.

You do not spend $120,000 on a phone system designed to make customers leave a message and not speak with an agent.

Another incorrect statement is that 4 or 5 years ago we promised to launch an online exchange system right away. There was never such promise made or implied. We did initiate exactly what we said we would, and that was greater online capabilities in the Member Login area.

Some people may wonder about our company’s growth and is it “blossoming”… (Economy aside).

• SFX has been in business for 18 years.
• We are the only exchange company specializing in Crown and Star rated resorts.
• Two years ago we purchased and purpose built our own state-of-the-art office building.
• We have around 150,000 members adding more each month.
• In 2009, during the worst economy, we achieved record revenues and growth.
• We are currently hiring more staff for further expansion.

Lastly….. Another falsely stated myth… “is that our core inventory is Orlando and Mexico…” Far from it!

We specialize all over the USA, Canada, Mexico, Caribbean, Western Europe and Thailand. These are the main areas our member’s requests and where there is a certain level of “quality” Crown and Star rated resorts. Perhaps this person’s week didn’t have enough trading power for what they were requesting?

Hopefully this clarifies some of the Myths & Rumors...

Thanks,
Mark @sfx
Member Communications

[falmouth3]

Hi Mark,
I was reading that thread on the other board and the person who started it asked why SFX didn't answer her post. I suggested that she post her question here and you would answer it. Obviously she didn't bother trying.

The individual who says that you can only get Orlando and Mexico apparently did not have a good experience with SFX, but every time he makes absurd comments someone corrects him.

Another individual commented how you can't get through at SFX unless you have the "inside" track. I called SFX today at the 800 phone number and I received prompt service both times. The first time I used option 3 to get the next available agent, the second time I had the extension I needed to speak with the same agent.

Go figure what makes some people tick.

Sue

[JWC]

I agree with Sue.

I just talked to Elena at SFX this past Wednesday. She was very helpful and friendly.

Like Mark said, it is not the complaints but the untruths that are the problem.

[Icc5]

We sent a question to Mark and he answered it right away and in fact had someone call us. We called back and fourth several times because my wife was too busy at the moment to receive the help we needed. When she finally had time her questions were answered to her satisfaction and in fact we are being helped out with a problem we created ourselves.
I appreciate the help and attention we are getting. Please keep up the good work and great customer service. I appreciate it.
Thank you,
Bart Gach

[cirkus]

Mark has been very responsive to me both on and off board, as has the rest of the SFX staff that I've had dealings with. It is a major reason for my using SFX.
Bill

[jgirvine]

We have had excellent results from SFX. I can highly recommend them. They have given us the best trades of any of the major or minor trading companies.

[g4fishing]

I have had nothing but excellent help from SFX when I call. Mark was very helpful in answering my questions as I went through the process of purchasing a week that could be used to trade within the company.

[JLB]

OK, I'll ask here too.

Whatcha got in SW FL in January?

[Steve]

Originally Posted by Mark @SFX

Several of our Members have have expressed their concerns about certain posts in another website that is known for some very good advice, and unfortunately a degree of misleading and false information.

Please note, this post is not objecting to anyone posting a complaint. Every company has complaints, and each company has the responsibility to address them. This is about false "Factual" information that has been posted.

It is unfortunate that certain people cower behind their anonymity feeling they have an entitlement to post false factual information knowingly, and sometimes out of simple lack of knowledge, simply not knowing the facts. It is even more disconcerting when some of this information comes from “moderators”, who should research their information before taking “wild-guesses” and posting it. They are placed in a position of responsibility to both the website and it’s viewing public. They do a disservice to the public, and damage the credibility of their website when false or misleading factual information is published.

It also makes you wonder about their intentions, when they know if they have a question and need answers, they can post in our Forum on this website where they will get a response, but unfortunately choose to post elsewhere on other websites not using their real identity.

Hi Mark,

I can understand your frustration that inaccurate information is being posted in regard to SFX on "another website". It seems to me that there is an easy solution, however.

Why not simply set the record straight on the website where the misinformation has been posted? You are more than welcome to post on that website. In fact, you've been invited to establish an "Ask SFX" forum similar to this one here. Why not do it?

As a business, the more outlets you have to get accurate information to your customers and potential customers the better. I can appreciate your loyalty to this website, but there's no reason you can't post on both. Lots of people and companies do. That would be the best way to counter any myths or misrepresentations on that website. It would also bring SFX additional positive exposure in the marketplace.

Steve

[JLB]

Originally Posted by Steve

In fact, you've been invited to establish an "Ask SFX" forum similar to this one here. Why not do it?

Good question.

Just curious . . . what other major exchange companies have a presence there?