Letter to RCI re: Something Big Promo

[pcgirl54]

Members I have sent a letter to RCI. I encourage you to do the same. I am a satisified RCI member and enjoyed wonderful exchanges but the hype of this promo made me want to send a complaint letter. My letter is below with my name withheld only for the BBS board.

Dear RCI,

I am a longtime member with RCI and have enjoyed many exchanges. I enjoy searching online rather than calling a RCI rep. I also belong to two BBS timeshare boards.

Today I and many BBS members are so very disappointed with the advertised hype about"Something Big is Coming". I cannot tell you how much the collective disappointment was in a 1 day 40% discount for extra vacations. I am just so disheartened that this was the "big" something. We were all expecting so much more.

It would make RCI members far happier if you upgraded the website to a search all destinations in a 2 year window. The cumbersome 5-10 week search and constant input of areas of interest is antequated in today's very busy world. Clients do not want to keep inputing destinations and dates repeatedly. Many times destinations are picked when viewed in a "search all feature" resulting in an exchange that you would have not considered. This is in place with another exchange company and results in visiting the website more frequently.

This revision to the online search engine would truely be "something big".

Many BBS Timeshare boards members feel extra vacations are just deposited week inventory used in Extra Vacation inventory to increase revenue. If so this surely takes away from existing members pool of desirable weeks. This is why some BBS members are not renewing with RCI and going to other exchange venues. I am not saying this is true but it is a perception by many.

Please forward this email to the CEO, Director of IT and marketing regarding the search engine and the "Something Big" promo.


Sincerely,
(name with held)

[dboy1]

very well worded. I would like to think that they would listen to your ideas but somehow doubt it .

[gophish]

Nice letter, well writen and to the point.
I applaud you for your optimism, however I can't say that I share it with respect to members being able to have an effect on RCI. I personally think that they have gone beyond the point of caring what their membership thinks except as it affects their bottom line. I suppose if enough people were to quit and no longer deposit with them that would have an effect but I don't really see that happening in the numbers needed.
I kind of feel bad that I feel so pessimistic about RCI a I have always felt that small numbers of people or even individuals can have an effect on things and remember harping this to my kids as they were growing up. I like many others have contacted RCI about them plundering the inventory for their sales outlets and we seem to have gotten a deaf ear. They must get a lot of their inventory from other sources such as developers, etc because the threat of people pulling out and not depositing with them seems to have no effect.
Anyway sorry for the long rambling tirade, and I don't mean to take anything away from you efforts, even tho my attitude towards this subject right now kind of s..ks people should keep on chipping at them. Who knows maybe maybe a light will come on.

[grest]

well done, and so true.
Connie

[GrayFal]

Great letter PC!

If only they would listen ... but I sincerely doubt the 'core' consumer matters to RCI anymore.

[tennisWalt]

Originally Posted by gophish

Nice letter, well writen and to the point.
I applaud you for your optimism, however I can't say that I share it with respect to members being able to have an effect on RCI. I personally think that they have gone beyond the point of caring what their membership thinks except as it affects their bottom line. I suppose if enough people were to quit and no longer deposit with them that would have an effect but I don't really see that happening in the numbers needed.

I kind of feel bad that I feel so pessimistic about RCI a I have always felt that small numbers of people or even individuals can have an effect on things and remember harping this to my kids as they were growing up. I like many others have contacted RCI about them plundering the inventory for their sales outlets and we seem to have gotten a deaf ear. They must get a lot of their inventory from other sources such as developers, etc because the threat of people pulling out and not depositing with them seems to have no effect.
Anyway sorry for the long rambling tirade, and I don't mean to take anything away from you efforts, even tho my attitude towards this subject right now kind of s..ks people should keep on chipping at them. Who knows maybe maybe a light will come on.

I also believe that RCI's management is only looking at the bottom line and not PR with the membership. Madge's (RCI) answers to questions were always RCI's profit first. Even when it would not cost RCI any money, RCI would never go out of their way to fix a problem.

RCI needs to have a written cancellation by RCI members. - Timeshare Users Group Online Community Forums

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Hi Madge

I had another week cancelled by RCI. I really think you need to have the RCI member sign a cancellation notice before you cancel a confirmed Exchange.

When the VC can say that I cancelled or my wife cancelled without any proof it is just wrong. And then you have the nerve to say I can not get it back because it is my word against RCI's word that I cancelled is also just wrong.
And then to find this week is available on Extra Vacation for $734.99 is more than upsetting.
Walt
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Walt and Connie,

Sometimes if there is a problem with a unit at your confirmed resort, whether a maintenance issue or a calendar change, our Exchange Specialists will cancel the exchange and then either confirm a replacement or start a search and take charge of your account personally. They typically contact the affected members immediately; however, if they are confident of finding a replacement fairly quickly, they may give it some time first. Unfortunately, when members see the cancellation online, they are understandably distressed.

If a Guide truly did make an error in canceling an exchange, our Exchange Specialists or supervisors can help to try and replace the unit. You should never feel that you've been left on your own in the wake of an RCI mistake. That is not how we do business.

Please send e-mails to feedback@rci.com with TUG in the subject line so that the Communications Team can review the statuses of your accounts. We'll make every effort to correct any errors or problems.
__________________
~ Madge


The sad thing about ASK RCI was the number of TUG members that gave support to RCI's position. The fact that they picked the minds of the Tug membership and then without notice stopped answering questions also shows they really don't care about what we think.

Walt

[bnoble]

I don't see the big deal---this isn't anything different than a lot of the other "big promotions" they've done.

There may well be many reasons to be unhappy with RCI, but trying to drum up interest for ineventory that someone with the mangiest dog week wouldn't even take in exchange doesn't seem like one of them.

[lawren2]

Originally Posted by bnoble

I don't see the big deal---this isn't anything different than a lot of the other "big promotions" they've done.

There may well be many reasons to be unhappy with RCI, but trying to drum up interest for ineventory that someone with the mangiest dog week wouldn't even take in exchange doesn't seem like one of them.

The only issue I have with whoever the bozo in corporate authorized this promo is that the money could have been much better spent.

They are holding together a legacy system with spitballs and chewing gum. I shouldn't complain overmuch about it as it works in my favor at times. I certainly do not send them letters. I prefer to be anonymous.

[bnoble]

How much money could it have been, really, though? A little countdown ticker on the home page (which they've done before, so the code is laying around) plus a spam email round which probably cost about six cents.

[pcgirl54]

Once in awhile you just need to write a letter when you are disappointed as a consumer. I do not allude myself into thinking that anything major will come of it but I am glad I sent it in hopes someone considers the point made.

This last year I had done so with Starwood and the issue was rectified. Three situations occurred and as a new SPG member this was not a good first impression. One took a few months to resolve but with a letter to corporate it was resolved in 24 hrs.

My husband had a terrible rental car experience 5 months ago and recent letters to corporate rectified the situtation in 24 hrs to our complete satisfaction.


More often I make a point to speak with managers or send emails to the CEO for outstanding customer service received.