Posts: 124
From:
Registered: Oct 2002

posted 01-22-2005 17:50            

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Madge,

How long does it usaully take for Feedback @RCI.com to answer an e-mail? I sent them an e-mail on 1/7/05 and haven't received a response. Also, I'm waiting for a refund that I was told a check was cut on 12/31/04. I haven't received the check either. How long does it take to receive my refund?

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Posts: 424
From: Indian River, MI, USA
Registered: Dec 2000

posted 01-24-2005 16:52               

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Joe, Don't spend it before you get it. I've been waiting 4 months!

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Posts: 124
From:
Registered: Oct 2002

posted 01-24-2005 19:51            

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Thanks Lin--why am I not amazed!

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Posts: 2156
From: Clinton TN
Registered: Jan 2003

posted 01-25-2005 02:20               

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I emailed a couple of days ago (maybe three or four). Got an email back stating that the response might be delayed because of high volumes. Got a question regarding my message yesterday morning and a prompt resolution to the issue yesterday afternoon.

Perhaps a reminder is in order.

JMHO.

Sheila

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Posts: 1347
From: Goochland, VA OWN : Sandy Point Beach & Boambee Bay in RCI pts Australia; Sandpiper Beach Club 2BR FL; 2 weeks - Royal Holiday Club
Registered: Dec 2001

posted 01-25-2005 04:38               

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I agree with Sheila. I e-mailed last week and got the same auto response about increased traffic. I have to say that within 24 hours, my accoount had been modified correctly. I still haven't gotten an e-mail back confirming the change, but that really isn't necessary. They made the modification I requested and that is all that is needed. Of course it was an easy change and probably didn't need any research. I suggest that you send a follow-up e-mail.

Patty

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It’s these changes in latitudes, changes in attitudes
Nothing remains quite the same
With all of our running and all of our cunning
If we couldn’t laugh we would all go insane - Buffett

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Posts: 124
From:
Registered: Oct 2002

posted 01-25-2005 21:46            

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Sheila and Patty,

I sent another e-mail on Jan. 22nd--still no answer. It's almost getting humerous, but they still have my money! I'm glad I'm not holding my breath waiting for my refund check that was supposedly cut on Dec. 31st.

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Posts: 1347
From: Goochland, VA OWN : Sandy Point Beach & Boambee Bay in RCI pts Australia; Sandpiper Beach Club 2BR FL; 2 weeks - Royal Holiday Club
Registered: Dec 2001

posted 01-26-2005 04:24               

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Joe-

Be sure when you send your e-mail that you put the word TUG in the subject line. Something like "Tugger needs help". Madge has suggested that we do htat.

Patty

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It’s these changes in latitudes, changes in attitudes
Nothing remains quite the same
With all of our running and all of our cunning
If we couldn’t laugh we would all go insane - Buffett

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Posts: 3568
From: Carmel, IN
Registered: Jan 2003

posted 01-26-2005 12:33            

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JoeWilly,

For a while earlier this month, the turnaround time for e-mails was several days; however, the Communications Team worked hard to get response times back to 48 hours. If you re-sent your message on the 22nd, you should have gotten a response. Please let me know if you do not.

As Sheila suggested, it is helpful to enter TUG in the subject line. We try to watch for those messages.

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~ Madge

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Posts: 3568
From: Carmel, IN
Registered: Jan 2003

posted 01-26-2005 12:35            

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quote:

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Originally posted by Lin:
Joe, Don't spend it before you get it. I've been waiting 4 months!

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Lin,

Your credit card company can take up to 30 days to issue a refund processed by RCI. Clearly 4 months indicates a problem. Please send an e-mail to feedback@rci.com, entering TUG in the subject line, so that the Communications Team can check on this for you.

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~ Madge

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Posts: 424
From: Indian River, MI, USA
Registered: Dec 2000

posted 01-26-2005 15:45               

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Madge,

I have communicated with feedback@rci.com. I was very impressed with their quickness and their ability to seemingly solve the problem. I had been told 4 times during 4 months via phone calls that my account had been credited. However, not true. I was owed 3 different credits. Two showed up immediately (well, within 2 days). The 3rd I am still waiting months for. The last correspondence was on January 7. RCI does agree that I have the money coming, so I am just waiting. I will wait until it's been a month and then communicate again. I called my credit card company. They do credits immediately, which shows from the two previous credits that did show up right away. Perhaps some day this will all be resolved. Thanks for your help and suggestions.

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Posts: 124
From:
Registered: Oct 2002

posted 01-26-2005 21:38            

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Thanks Madge

I re-sent an e-mail again with TUG in the subject line on Jan. 22nd and I still haven't received a response and still no refund check. Actually, I paid by credit card, so shouldn't I be receiving a credit back on my credit card account?

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Posts: 150
From: Owner of WorldMark, Cocounut Palms Beach Resort, and 2 Silversands weeks.
Registered: Sep 2001

posted 01-28-2005 18:53            

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Hi Madge,

I've been unsatisfied by the responses I've gotten from feedback@rci.com. As an example, last week I sent an email with TUG in the subject line asking for refunds. The response I got told me how to recover my username and password. I then emailed back asking them to reread the original message and respond appropriately. There was no response to my second email.

I have received my refunds after serveral phone calls, but I just thought you needed to know that feedback@rci.com isn't always very helpful about resolving problems.

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Happy trails,

jimbiggs

WorldMark owners unite www.wmowners.com

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Posts: 2
From:
Registered: Jan 2005

posted 01-29-2005 05:14               

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Hi Madge.

I just wanted to mention that I have communcated several times with them in Dec/Jan & have put "TUG" in the subject line as recommended. Both times I received a satisifactory response within 48 hours addressing all my concerns.

Maybe I am just an exception, but I was quite impressed & pleased.

Peter.

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Posts: 3568
From: Carmel, IN
Registered: Jan 2003

posted 01-30-2005 17:24            

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jimbiggs,

We changed to a new e-mail management system at the beginning of the year, and I know that our staff is learning how to navigate the new system. However, they have a pretty good handle on it now. You should be receiving an immediate bounce-back acknowledgement, and then a more personalized response within a day or two.

If you haven't received a response by e-mail yet, please call and ask to speak to someone on the Service Resolution Team.

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~ Madge

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