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Interval Liaison Feedback-If you interacted with Mark Delcampo please read

Panina

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It is great that Interval International provides a liaison for tug members. Mark Delcampo has always been very helpful when I have an issue. I hope II realizes what a great asset he is to their company and how much tug members appreciate him.

I am wondering how many tuggers have had positive interaction with Mark.

I am going to write a letter to Mark’s bosses telling them how happy I am with having him as a contact but was thinking that some tuggers might like to express their views too.

My initial thought is if we have enough members who had great interaction with Mark, I can write a letter quoting all tugger remarks and reference them to this post. At minimum it will show Mark how much we appreciate him.

Any other ideas?

If you are comfortable showing your support for Mark just add a post.
 

TUGBrian

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it is always a good idea to give kudos to those in the industry who go above and beyond to help owners! sending feedback to II if you have had a great experience with the TUG liaison is a great idea!
 

mdurette

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Great idea - too often people take the time to complain, but not to praise.

I have only had to reach out to Mark once.

I purchased a Getaway that the resort could not find in their systems. After two weeks of back and forth between the resort and II CSR reps I reached out to Mark. Within a day he found the issue with the transmission of info between II and the resort it was corrected. Prompt, Efficient and professional service!
 

bluehende

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As I am not reluctant to complain I also very frequently give form al compliments. I would say that I am about 3/1 compliments/complaints. The interesting thing is I remember the compliments much more than the complaints.
 

Panina

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anyone else?
 

MabelP

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One time I did a retrade into Disneyland Paris for June 9, 2018 thinking it was for June 9, 2019. I was already confirmed into Timber Lodge for June 10, 2018. II was closed so I couldn't contact them. I sent an email to Mark and he called me the next morning. I was able to get my original week back. Thank you, Mark.
 

MabelP

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Another time I received a confirmation on December 24th. Again II was closed and would be closed on Christmas Day. I sent an email to Mark and the problem was resolved.
 

MabelP

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My third interaction with Mark was when a two bedroom unit at Maui Ocean Club became available a little after 8 PM (PST) one evening. I exchanged and clicked through paying the upgrade fee. A message appeared saying the hold time had expired. I started the exchange again and the same message appeared. Each time I started the exchange it said I had 18 minutes or 1394 minutes! I then took some screen shots and sent a note plus shots to Mark. With his help, I exchanged into a two bedroom at Maui Ocean Club.
 
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MabelP

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Mark is always extremely courteous, prompt and understanding. He is very knowledgeable in the workings of Interval International. I feel when he has given me answers to general questions on such subjects as EPlus or Late Deposits, his answers are the Bible. I always feel that I am being heard when I communicate with him. I truly trust him.
 

Panina

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Mark is always extremely courteous, prompt and understanding. He is very knowledgeable in the workings of Interval International. I feel when he has given me answers to general questions on such subjects as EPlus or Late Deposits, his answers are the Bible. I always feel that I am being heard when I communicate with him. I truly trust him.
Perfectly said. I totally agree.
 

DaveNV

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Slightly off topic: I was not aware Tug had an II Rep directly available. But as a brand new II member, it's great to know this is available. Does Mark answer general questions, too, or does he just solve issues?

Dave
 

lockewong

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Slightly off topic: I was not aware Tug had an II Rep directly available. But as a brand new II member, it's great to know this is available. Does Mark answer general questions, too, or does he just solve issues?

Dave

As with Dave, I was snot aware of an II Rep who is a TUG member. I have had II Accommodations Certificates that expired because I was not aware of them since they were bonuses. Last year, I squeaked into a late reservation. This year, I am going to lose another. I was about to do the Exchange but no dates worked for me. How doe we contact him? As with Dave NW, can he guide us to make better usage of II? Or does he just trouble-shoot the glitches from trades. Thank you for this information.
 

HudsHut

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lockewong:

I recommend that most new / inexperienced exchangers post / ask questions on this forum and they will be amazed at how much they can learn about the Art of Exchange.

You should use the II customer service reps for most normal transactions. I will ask on TUG before I write to Mark unless I have a rather unusual situation; having said that, he will answer most any question you pose to him. I don't know his exact title, but he is a superb Customer Engagement Specialist.

Regarding the ACs, II has been issuing complimentary ones to members rather frequently. I believe all members received the two I currently have with expiration dates of Dec 23, 2018 and February 10, 2019. I suspect that we will receive another one as soon as one expires.
You may also have some ACs that were issued as a bonus for having deposited one of your weeks.
 
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lockewong

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Dear Hudshut:

Thank you for the advice. I know there have a been a lot of II certificates that I have not been able to manage and that is unusual for me. They were. bonus certificates for making a deposit. Nora
 

Panina

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Slightly off topic: I was not aware Tug had an II Rep directly available. But as a brand new II member, it's great to know this is available. Does Mark answer general questions, too, or does he just solve issues?

Dave
As with Dave, I was snot aware of an II Rep who is a TUG member. I have had II Accommodations Certificates that expired because I was not aware of them since they were bonuses. Last year, I squeaked into a late reservation. This year, I am going to lose another. I was about to do the Exchange but no dates worked for me. How doe we contact him? As with Dave NW, can he guide us to make better usage of II? Or does he just trouble-shoot the glitches from trades. Thank you for this information.
I contact Mark when I tried customer service and they could not provide the help I needed.

I also realize Mark works within the realms of II rules. If there is an issue that you need clarification on he will help if he can. He understands the system completely.
 

BJRSanDiego

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Mark is a remarkable resource and is a huge asset for Interval.

I have interacted with him a half dozen times and always find him to be courteous, professional and quite capable in getting problems fixed. I have had nothing but good experiences with him.
 

Panina

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How do you contact him? He sounds like an invaluable asset to all.
What is his phone number and email?

Thanks.
This is the original post from Tugbrian

“I have recieved notification today that Interval has created a special email address specifically for TUG members who need direct assistance with II questions/concerns/issues.

tugmembers@intervalintl.com

feel free to use this email for appropriate situations where perhaps the regular website or phone number is not getting you the information you need.”
 

Panina

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Bump...a couple of more comments from tuggers will help.

I plan on writing a great letter next week thanking II for providing Mark as a liaison to tuggers and how great Mark is.

Just think, what if II stopped providing Mark as a liaison. There would be lots of posts complaining.
 

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I will preface my comments about Mark saying that both RCI and II are high volume basic quality customer service. It may not even be their fault, this is just the nature of their business. They are dealing with millions of owners from around the world and, judging by what people post on the Facebook forums, most of the them know little to nothing about timeshares and exchanges. This is not a critique to the average owner either, this is a very complex business and most people do not have the time or the passion (like my wife lol) to learn all the details. The result is that the average customer service rep is not trained or used to deal with Tuggers who are generally at a much higher level of knowledge than the average owner.

Mark is great, during the summer he resolved quickly a couple of inquiries for me in the most professional manner. They were actually simple matters but they required someone to take a minute and understand the issues. He is a great asset to this forum
 
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klpca

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I think that I have contacted Mark two or three times on issues that I had tried to resolve on my own but for some reason were still lingering on. He is remarkably knowledgeable, prompt, courteous, and helpful. In this day and age, it is so unexpected. Mark is one of the main reasons that I remain loyal to Interval International. I have always felt that II is more customer first than their competitors, and having a dedicated TUG rep it is clear example of this.
 

pedro47

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How do we contact Mark by phone or by email.
What is his email address. Thanks in advance for your assistance.
 
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pedro47

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To Panina, I missed your post about two (2) or three (3) threads above my last post.
I need to Email Mark about a possible future exchange in the year 2020.
 

TUGBrian

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It is also nice to point out that Interval (along with DAE) both support TUG with paid advertising and have done so for a very long time!

It is nice when such a large industry player interacts directly with our little family on such a positive level!
 
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