I am not sure what your intent with your response was, but it seems very judgemental. I wanted to know everything you just mentioned but was not told...wait list, standby, etc. And, I just received more information from you than the CM. This is the first time I’ve experienced this.
Furthermore, the reason I mentioned my workplace was to identify that I am very familiar with customer service. It had nothing to do with lack of empathy.
Nothing that I posted or asked deserved your condescending response. This is a discussion board, for people to discuss issues. I don’t have a solution. I was simply trying to obtain information that I was unable to receive when I called DVC.
Not judging. You read an awful lot into my post. None of it was meant to be condescending. Just confused by what you were expecting from a frontline CM. Most will only answer a question that is put to them and nothing more. A few might have knowledge of the morning event at HS (a paid event) and they may have suggested it as an alternative. But if you did not ask about wait lists, or standby, or anything else you might associate with a sold out event anywhere (not just Disney) then you got the answer to your question. While it may not have been what you wanted to hear, it was not incorrect information.
You working in a hospital? So did I. If a doctor called the lab about a test, he got our "frontline", which was one of our clerks. Not a technician, technologist, supervisor, lab director or pathologist. The clerks knew that they could only give certain answers. They could not speculate or offer excuses. If the doctor pressed for more complete or concise answers (e.g. "Why are the results on Mrs. Smith delay? When can expect the bilirubin on Baby K?) the call was forwarded to a technologist who was permitted to give a more complete answer (specimen was qns, run failed QC and is being repeated, sample produced spurious results, etc.). But our clerks? Their answer would have been "We have the specimen and the technologist is running the tests."
My point is, the CM that you reached is only permitted to give answers but not anticipate your questions. You asked what the procedure was if someone cancelled and they told you what the procedure was...check the website. If you had asked "Is there a wait list?" or "Do they open additional spots for standby?", they would have told you that's not the way it is done. They are not going to list everything that they DO NOT DO, because if they fail to mention something there are people who would assume that they DO do that one thing that was omitted from the list.
It's a shame that your first experience with Member Services was not up to your expectations. FWIW, and this is only my jaded opinion, you're going to deal with some more disappointment as you learn to navigate DVC ownership. This isn't a condemnation of the great CMs who staff the various DVC departments. I actually find them to be quite pleasant to deal with and the vast majority of them are extremely helpful. But their hands are tied so many times and they can only do so much for members.