Diamond "Clarity"?

[TUGBrian]

found this on another site...

Introduction to Diamond Clarity™

Diamond Clarity™ is a new national program that formalizes a series of new and existing customer-enhancements that define how the company engages with current and future members during the sales and closing process, setting a new standard in our industry. It is built on two core principles: transparency and accountability, and it begins with a simple PROMISE.

Diamond PROMISE memorializes a series of operational procedures and enhancements in a single document that will be provided to all customers at the beginning of every sales presentation. Knowing their rights, and knowing what Diamond Resorts representatives will and will not do throughout the sales process gives existing and potential members better control of the decision-making process.

With this clear, concise and consistent information, consumers can easily determine whether the Diamond Resorts hospitality experience is the right decision for them and their family.

Diamond Clarity™ Promise – DiamondRESPECT

We know that first impressions are everything. That’s why we aim to consistently exceed expectations from day one.

For many of our members, attending a presentation at one of our high quality resorts was their first introduction to Diamond Resorts and the incomparable hospitality we offer.

After listening to your feedback, we set about refining our sales and marketing programs with a single, defining principle in mind: Respect.

Respect for your time... respect for your preferences and opinions... respect for what matters to you.

While other companies make promises, we deliver. This is DiamondRESPECT:

Transparency

We will provide clear, concise and consistent information at our presentations so that you can easily decide whether committing to vacation is the right decision for you and your family.
You will receive a summary of maintenance fees charged to members of the Collection associations for each loyalty level over the past five years.
We seek to articulate the benefits of membership so you understand:
The various benefits associated with each loyalty level.
How to use your points to book accommodations as well as access additional selected hotels and cruises.
How to take advantage of/book Events of a Lifetime®, the Diamond Resorts Concert Series and Diamond Resorts Dinners, where available in your country/region.
How to use your points for other travel arrangements, such as airfare, or (for our Platinum members only) how to apply them to maintenance fees.
How your maintenance fees are being used to ensure that we offer our members and owners resorts of the highest quality with the latest amenities.
Integrity

Diamond Resorts International’s focus on hospitality at some of the leading resorts in the world, and our strong reputation, integrity and credibility are the cornerstones of our business and set us apart from other companies in the industry.
Directness

At each presentation, you will be provided with the following materials:
Paper copies (or if requested copies viewable in real time on a tablet or similar device) of:
Purchase documents
Governing documents for your review prior to signing
Any country state-specific regulatory documents governing the purchase
You will be given sufficient time to review the purchase agreement and supporting addendum before signing.
You will meet with a Quality Assurance officer before signing any purchase documents. The Quality Assurance team is independent of the sales organization, and their compensation is not tied to the sale of a vacation membership.
The Quality Assurance officer will review all documents with you and ask a series of questions to ensure the following has been clearly explained:
Any applicable policy regarding transfer of the timeshare interest to a third-party and the fees and costs associated with such assignments.
How to use points for travel and other ancillary benefits.
How to use points for the payment of maintenance fees, if applicable, including disclosure of the exchange rate of points to maintenance fee dollars in such transactions.
Procedures and deadlines for saving or borrowing points from year-to-year, and the timing for use based on loyalty level.
Duration of the membership.
That maintenance fees are billed annually, must be current to make reservations, and are subject to annual increases in accordance with the project documents and applicable law.
All consumers have the right to ask a QA officer any questions they may have about their rights and obligations prior to signing any purchase documents.
Consumer Rights Advocacy Channel

If for any reason, we have not met your expectations from day one, we encourage you to e-mail our Consumer Rights Advocacy channel at ConsumerAdvocacy@DiamondResorts.com

Upon receipt of a complaint, Diamond Resorts shall investigate and respond within 30 calendar days

individual who posted it claims to have gotten it via email on 1/23

 

[pedro47]

Funny, have they shared this with all their sales staff.

 

[klpca]

I am unimpressed with TS developers as much as the next person, but IMHO this is at least a starting point that needs to happen to get the reputation of timeshares out of the gutter. The TS product is a good one, but the sales arm of the experience ruins it for most people. Talk is cheap though - time will tell if Diamond really means what they say. A good start would be not calling people for *years* after they went to a presentation.

Btw, https://www.diamondresorts.com/diamond-clarity

 

[TUGBrian]

oh ive no doubt its nothing more than lip service to give some folks a warm fuzzy feeling...but a guy can hope!

 

[Iggyearl]

I believe that the "Clarity" program came on the heels of the $800,000 settlement with the Arizona AG. They needed some good reactive PR to buck the headlines. This article gives some other details:

http://www.insidethegate.com/2017/01/diamond-resorts-launches-new-national-customer-service-program/

Diamond originally committed to recording the quality assurance interviews, which included the signings. (Subject to customer approval). I wonder if Diamond could "shock the world" and record the actual sales interviews....

 

[nuwermj]

Clarity states: "the sales agent shall not deviate from printed sales materials."

Recently DRI members report that at Cancun Resort Las Vegas the sales agent tried to sell a package that converts their Diamond points to "Apollo points" (there is no such thing as Apollo points). And this conversion would end the lifetime obligation of maintenance fees being passed to family members. Other DRI members report the same sales pitch at the Williamsburg sales center.

When our Owner Advocacy group reports these sales pitches to the DRI Clarity representative, we are told the sales agent did not say these things. As one of our advocated notes, Clarity is nothing but window dressing--that is, a way to cover-up the lying and ward off other Attorneys General inquires.

 

[nuwermj]

Diamond Clarity does not address any of the serious issues surrounding "same day see and sell" tactics. This article by Micheal Finn is an especially good presentation of those issues. It illustrates why Clarity is nothing but window dressing.

https://www.finnlawgroup.com/learning-center/statutory-protections-for-timeshare-purchasers