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Old 09-17-2012, 08:46 PM   #1
Silly Little Pixie
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emailing MS question- has this always been true?

I emailed MS last night with a question about DVC discounts on APs. Not on a reservation, mind you, just a question about any possible future DVC discounts for Disneyland APs. I got the standard form letter right away that they have received the letter and will get back to you. Then today, I get this:

Dear SillyLittlePixie,

Thank you for contacting DISNEY VACATION CLUB®.

For security purposes, we require your Name, Membership Number, address
and phone number listed on your Membership to answer your email request.



In the future if you do not want to include all this information, please
contact us through our DISNEY VACATION CLUB web site: DVCMember.com.
Since this is a secured site, some of the required information will
automatically be included for us to respond to your email.

At the main page, you will be required to log in. Once inside the site,
you may select "Contact Us" from the tool bar on the home page, and then
"Contact Member Services." If you have not registered for DVCMember.com,
please contact Member Services for further assistance.

Member Services is available Monday – Friday to 9:00 AM – 7:30 PM ET and
Saturday – Sunday 9:00 AM – 5:30 PM ET by phoning 800-******** or
407-566-3800.

Please let us know if we can be of any further assistance.

Sincerely,

Larry

Member Services | Online Communications
DISNEY VACATION CLUB


Really? They don't respond to emails at all without your address and phone number? I of course had included my full name and membership number. But I didn't go through the DVC member website, because well I had MS email in my address book from before.

It just seems, kind of, snotty? The we-won't-answer-it-unless-you-provide-everything thing just rubs me the wrong way. If I had a question that was specific to my membership, such as points usage or a reservation, then sure absolutely. I know I have emailed them before and not provided this- is it new, or did I get lucky before?

Just wondering...
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Old 09-17-2012, 09:22 PM   #2
disneynutz


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Send your question via the member website and you won't need all of the security info.

They will respond to you via email.

This has been DVC policy for as long as I can remember.

Bill
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Old 09-17-2012, 09:24 PM   #3
erionm
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They will require the same level of verification even if you call.
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Old 09-18-2012, 09:32 AM   #4
jennylyn_b
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It's just to make sure you are a valid dvc member, they ask the same things when you call. It doesn't bother me at all.


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Old 09-18-2012, 02:27 PM   #5
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He's direct and to the point, I've grown accustomed to the interrogatory, name, number, last four digits etc. etc..

I don't see it as snotty!
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Old 09-18-2012, 06:03 PM   #6
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I reread the Email and it sounds as if you gave them all the info except address and phone number. Is that right? If so, I'd be confused too. They never ask for my address and phone number when I call. And since I occassionally call from other phones, there isn't any direct confirmation via, like, caller ID.
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Old 09-18-2012, 06:39 PM   #7
erionm
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Quote:
Originally Posted by Simba's Mom View Post
I reread the Email and it sounds as if you gave them all the info except address and phone number. Is that right? If so, I'd be confused too. They never ask for my address and phone number when I call. And since I occassionally call from other phones, there isn't any direct confirmation via, like, caller ID.
They always ask me to verify my address and phone number when I call.
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Old 09-18-2012, 06:44 PM   #8
marie1981
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They always ask for membership no. , name, address and phone...
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Old 09-18-2012, 07:48 PM   #9
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When I call I sometimes get asked for address and phone number and other times I'm just asked if they are the same as the last time I called.
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Old 09-18-2012, 08:32 PM   #10
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I guess I'm used to the "info overload" at MS...not only each & every time giving required info (altho lately they've just been asking if any of that has changed), but it annoys me unbearably when I'm changing an ADR...particularly from a cell phone when I'm on property...WHY do they need the reservation number (of where I'm staying) to cancel an ADR???? I suspect having to go through all that info collection not only adds to costs, but also results in a fair number of ADRs that wind up as no show's...

And let's not even start on the "Spiel" that goes on for what seems like forever before you can even get in to MS!!!!

Glad online is here...it's not perfect, but it does help cut through a lot of the time-wasting "garbage"!!!
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Old 09-19-2012, 03:44 PM   #11
Goofy4Disney99
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Recently I got an email from Member Services about an upcoming Aulani reservation. I needed more info so I responded to the email with my question. I then got an email back saying that this email address is not monitored and I'd need to send my questions to a different email address. So I sent my questions to that email address and gave my reservation number, dates of stay, name, phone - everything but my membership number. They would not answer my question until I called them and provided my membership number. It was a generic question - nothing financial or points related. Personally I found this very annoying. I also find it annoying that when I call MS and give them my name, membership number, last four of my social and tell them that there have been no changes to my email address or phone number - they still insist of confirming my phone number and email address anyway before proceeding with the conversation. Thank goodness for online booking!
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