Any way to contact DVC customer support other than phone? Site issues

[Jerseybrew]

Hi all
We are brand new to DVC (resale) and excited to book. This forum has been amazing in making the decision to purchase.

We took a look and saw pretty much nothing available this year for any type room except one resort. When we went in to book it was clearly showing as blue and available for our dates. When we selected it we got to a pop up that the room is no longer available and to retry with other dates. We cycled back through and the same thing happened, shows clearly as available and clicked to no avail. This is on multiple browsers, iphone, and android.

Called customer support and they have no idea why. They recommended clicking contact us and sending screen shots. Contact Us only takes you to a page with what disney packages and services they can sell.
"Disney help" link directs you to the same page as contact us, just more things to sell.

The person on the phone currently has been trying to figure out how to actually find an email or way to get in touch with someone to figure it out. Maybe someone here with all the knowledge may be able to help?
Otherwise it will be wishlist and cross our fingers. Thanks in advance
John

 

[Pens Fan]

Under the Help and Connect tab, you will see a link that says Email Us. It's right above the phone numbers. Also, a lot of members are having the same issues booking as you. It's being discussed here:
https://www.disboards.com/threads/s...vailable-for-the-dates-you-requested.3842902/

and

https://www.disboards.com/threads/error-message-when-trying-to-modify.3841975/

Good luck!!

 

[Jerseybrew]

Thanks Pens Fan
Update: on the phone for over an hour. They said to send screenshots. There is no way to send a screenshot via contact us. They recommended using the chat feature. Chat feature is not available. It only shows up as available if an agent is actually open which is ridiculous. This is 2021, no agent hold queue?
Customer support recommended just booking wishlist. That does not work with trying to book a flight. Ugh, regret creeping in and havent booked one day yet...
Disney support and systems seem to be disjointed.

 

[_auroraborealis_]

Yes. Welcome to DVC. You get to deal with this for 20-50 years!

 

[Grumpy Mouse]

Thanks Pens Fan
Update: on the phone for over an hour. They said to send screenshots. There is no way to send a screenshot via contact us. They recommended using the chat feature. Chat feature is not available. It only shows up as available if an agent is actually open which is ridiculous. This is 2021, no agent hold queue?
Customer support recommended just booking wishlist. That does not work with trying to book a flight. Ugh, regret creeping in and havent booked one day yet...
Disney support and systems seem to be disjointed.

Another new DVC'er disillusioned as reality sets in on what they've bought.

I feel for you as I recognize that feeling.

Would love to see DISboards post a pinned thread on all of the negatives associated with owning DVC: something like READ THIS BEFORE YOU EVEN THINK ABOUT BUYING A DVC TIMESHARE. Plenty of words have been written - and most intuitively know - about all of the positives. Little ink is spilled about the negatives that can be consumed by the newbie prior to buying. You don't find out all of the negatives until you go digging - and only after you have problem.

"Disney support and systems seem to be disjointed."

Sadly this is the understatement of the year.

Good luck.

 

[SarahWI]

Another new DVC'er disillusioned as reality sets in on what they've bought.

Come on! let’s be fair to DVC - all of Disney’s IT, websites, phone banks etc are subpar and prone to crashing. It’s not just DVC.

Funny. Not funny.

 

[Brett Wyman]

Wait if you were on with a DVC CM why didn't you just have them book the dates?

 

[Sandisw]

There are currently issues with the website showing rooms open when they are not.

We don’t know why this is happening and IT is working on it. Personally, as frustrating as it is, I’d rather it not let me book something only yo find out later it was computer error.

This is not normal and could be why we are going to be shut down for 3 days from being able to do anything with the website or contacting MS.

Im sorry this is your first experience into the website and booking.

 

[SarahWI]

Personally, as frustrating as it is, I’d rather it not let me book something only yo find out later it was computer error.

This!
I still feel so bad for the DIS’er who got moved from CCV to SSR like right before their trip. Granted we don’t know what actually happened to them but timing/other posts suggested a glitch of some sort.

 

[JohnGypsy]

Called customer support and they have no idea why.

That statement is the REAL issue here. We've known about this problem for DAYS now -- since at least last Friday. Lots of us here have discussed it with MS after waiting on hold for an hour or more. Several CMs have confirmed this glitch and said that they are working on it.

So how come someone calls TODAY and is told "they have no idea why" and is making them jump through hoops to send screenshots!??

This is a widely known issue. We have seen repeated confirmations that Disney is aware of this problem and hopefully working on it. The fact that some CMs at MS apparently aren't aware of this problem is a huge issue and really, really disappointing to see. Why isn't the right hand aware of what the left hand is doing?

 

[JohnGypsy]

There are currently issues with the website showing rooms open when they are not.

Just to mention it, we know that it is much more than that. For this particular situation, sure, it is about showing rooms open when they are not. But we've seen multiple people that are trying to reduce the number of days for a reservation getting the same sort of error. So, the problem is more complex than just showing unavailable rooms as available. (We've also had several people that called and were able to book the same thing through MS -- which also indicates that it is more than just showing open rooms when they are not.)

It's a bigger problem than just a cosmetic issue of not showing proper availability.

 

[Sandisw]

Just to mention it, we know that it is much more than that. For this particular situation, sure, it is about showing rooms open when they are not. But we've seen multiple people that are trying to reduce the number of days for a reservation getting the same sort of error. So, the problem is more complex than just showing unavailable rooms as available. (We've also had several people that called and were able to book the same thing through MS -- which also indicates that it is more than just showing open rooms when they are not.)

It's a bigger problem than just a cosmetic issue of not showing proper availability.

Yes, I know I was trying to help the poster with what specifically was the issue and that was booking.

 

[Sandisw]

That statement is the REAL issue here. We've known about this problem for DAYS now -- since at least last Friday. Lots of us here have discussed it with MS after waiting on hold for an hour or more. Several CMs have confirmed this glitch and said that they are working on it.

So how come someone calls TODAY and is told "they have no idea why" and is making them jump through hoops to send screenshots!??

This is a widely known issue. We have seen repeated confirmations that Disney is aware of this problem and hopefully working on it. The fact that some CMs at MS apparently aren't aware of this problem is a huge issue and really, really disappointing to see. Why isn't the right hand aware of what the left hand is doing?

To be fair, the CM might have meant when they said “we don’t know why” as to mean they don’t know why it is happening for members since it would be IT working on it,

I don’t find anything wrong with trying to help by saying doing a screenshot. Some CMs are new so even knowing there is a glitch, the specifics as why it is not working are probably not known yet or it would be fixed.

 

[Jerseybrew]

Wait if you were on with a DVC CM why didn't you just have them book the dates?

They said they see them as booked. Didn't see what we the dvc members see. That is a problem in systems not talking. That will be continued bad customer experience unless resolved. Can't book flights on a wishlist date

 

[Brett Wyman]

They said they see them as booked. Didn't see what we the dvc members see. That is a problem in systems not talking. That will be continued bad customer experience unless resolved. Can't book flights on a wishlist date

Did you try to book something that is available and waitlist what you really want? At least then you can book flights. Or are you trying at your home resort in the 11-7 month window?

 

[n2mm]

Yes. Welcome to DVC. You get to deal with this for 20-50 years!

yep. I’m On year 16 now and got the gray hairs to prove it. Each and every time you login, you hold your breath, hope for the best and never, ever say “it can’t get any worse”. That’s the kiss of death on the dvc website.

 

[JohnGypsy]

To be fair, the CM might have meant when they said “we don’t know why” as to mean they don’t know why it is happening for members since it would be IT working on it,

Sure, they "might" have meant that, but it didn't sound like it to me. And, even if they did mean that, then they should have followed up with "But it is a known issue and IT is working on it." It doesn't sound like that was the case at all. It sounds like the CM really didn't know anything about it -- which, again, I would argue is a significant problem. They should have been informed.

I don’t find anything wrong with trying to help by saying doing a screenshot. Some CMs are new so even knowing there is a glitch, the specifics as why it is not working are probably not known yet or it would be fixed.

Well, we can agree to disagree. This is a known issue at Disney's side. We've had lots of CMs confirm that already. There is no reason to hassle a guest with screenshots showing what we already know is the problem (i.e. it shows as available, then says it isn't any more and to refresh, then shows it available again). Note that this ENTIRE THREAD was created because the OP couldn't figure out how to submit those screenshots! They tried over and over again to do it and couldn't get it to work. So then they had to create this thread to ask how to do what Disney told them to do. It sounds like it actually WAS quite a big deal for them and took a lot of their time.

You might think there isn't anything wrong with that. I think it is wrong to make someone jump through those sorts of hoops -- wasting significant amounts of time and causing frustration for them -- for something that is already a known and documented issue. It wasted a great deal of the OP's time trying to do that. All because, in my opinion, Disney had not properly informed their CMs at MS about the problem. Some appear to know about it. Others appear to have no idea. That isn't fair to callers trying to report the problem.

 

[_auroraborealis_]

All because, in my opinion, Disney had not properly informed their CMs at MS about the problem.

I am increasingly convinced that not all of the "MS phone CMs" are in fact at MS any more. I think Disney is having some of MS covered by their (cheap, low training, high stress) outsource call center vendor.

 

[JohnGypsy]

Indeed -- would not surprise me at all. But it should still be a thing that you'd send out notes to everyone. Every CM very likely has something that they look over when they start their day -- indicating if there is anything to be aware of. (Or, if they don't, then I'm saying that they certainly SHOULD.) So that when people call for what is a common issue happening site-wide, the CM would be able to tell them that it is a known issue and being worked on.

 

[KAT4DISNEY]

To be fair, the CM might have meant when they said “we don’t know why” as to mean they don’t know why it is happening for members since it would be IT working on it,

I don’t find anything wrong with trying to help by saying doing a screenshot. Some CMs are new so even knowing there is a glitch, the specifics as why it is not working are probably not known yet or it would be fixed.

A CM who knew this was an issue would not be asking for screenshots to be sent to DVC.