Bad and Good of MS

[InstImpres]

Just had to vent my MS frustration and share the tried and true, try and try again.

I can't stand reading about MNSSHP, F&W, YOAMD and the member preview and just sitting home in NJ. So I find reasonable flights and am going next weekend.

I call MS and am told - sorry it's F&W no way on BW or BC, the CM would not even check the computer !!! I call back 5 minutes later and get a very nice CM, "would you mind holding," Although she could not get me the studio I wanted she did find me a 1 bedroom.

It annoys me as our dues pay for each of these calls, the same thing should have been accomplished with the first call.

Ok, back to work

 

[Happy Birthday Cat]

We called last week and were able to book OKW for tonight through Friday nights. Called back yesterday to check availability at the BCV and BWV and sure enough, they had a 2BR at the BCV available so we switched. We got very lucky but it goes to show you that if you don't check, you'll never know. We will be leaving in one hour and checking in in about 6 hours.

HBC

 

[NMW]

At least the first one didn't just "pretend" to check and then tell you nothing was available!

 

[lisaviolet]

Just had to vent my MS frustration and share the tried and true, try and try again.

I can't stand reading about MNSSHP, F&W, YOAMD and the member preview and just sitting home in NJ. So I find reasonable flights and am going next weekend.

I call MS and am told - sorry it's F&W no way on BW or BC, the CM would not even check the computer !!! I call back 5 minutes later and get a very nice CM, "would you mind holding," Although she could not get me the studio I wanted she did find me a 1 bedroom.

It annoys me as our dues pay for each of these calls, the same thing should have been accomplished with the first call.

Ok, back to work

I hear you. Hopefully, you won't get posts that "I've never had a problem with MS". They don't help the situation. Because none of us should get a CM that won't check the computer even when they are sure that DVC is booked 100%. And I hope no one gets this. Most of my calls have been great. However, I did have a CM once who huffed and puffed through a check once in a "my gosh don't waste my time" tone for early January (in August)!! She mumbled, "I doubt it ...but I will check for you". How good of her. I was smiling the whole time knowing that a survey was coming. And if there wasn't a survey....well...I'd be taking to someone.

And yes I'm a nice person even though I might sound vindictive. But I don't share the "maybe they were having a bad day", "give them a break" "leave it" in the instance of poor service. I worked in customer service as a teenager and even then I knew what you had to do when you were having a bad day or someone was annoying (..just an example ). It's called "acting".

We don't need sugar and spice at all times. But I'm not okay with phoning and feeling like we are bothering them. Not okay at all. EDIT: and I do mean these one/maybe two phone calls that I have had. Please know that I've had some fantastic CMs for the absolute majority of my calls. I just feel that one "huff....bothering me tone" is definitely one too many. As is adding feedback in a tone, "this is a super busy time (for MS/or for DVC) blah blah blah" when you aren't even complaining.

Sorry that happened and I hope it never happens to anyone else. Have a wonderful time. I love last minute vacations. Aren't they the best?

 

[CarolA]

I have always been fairly lucky.

I called last week to change my mid October reservation and to add tomorrow night. I got SSR.

This weekend I was reading on the DIS about someone who cancelled this week in a studio at BCV so I decided "what the heck" Called Monday to see if I could get BCV or BWV. Got a perferred view at BWV... YES! She did have to calll. (I like SSR, but I only have Thursday night and Friday and I wanted to be near Epcot!)

 

[Granny]

I would think that anyone who works at MS would realize that the booking situation with the DVC resorts is very fluid on virtually a minute by minute basis. Amazing that she wouldn't check.

I will offer one other perspective. Maybe the first CM knew that there were waitlists already for all the villa types at BCV and BWV, so did not check. Then when the second call was placed, it might have been one of the infamous cases of "waitlist jumping" that we hear so much about, and they might have assigned you a room just because you were on the phone.

I don't know that this is what happened. I'd just like to point out that there are often scenarios playing out that we don't consider. Regardless, I think the MS person should always check on the reservations if asked.

 

[Boston5602]

I called all last week day by day for a 2 bedroom Std view at BWV I needed it for 10 days next summer ,and I just bought this spring and I wasn't sure if I needed to call day by day or not but it was Std view or less time at Disney .

point being I asked MS if I needed to actually call day by day and waste MS time ,and I think the CM's name was Dale said, I work for you I'm happy to do day by day its not a problem. She was very cheerful and helpful.

 

[InstImpres]

ok, I typed in true frustration. I have had 100 good MS experiences for each bad 1 I had. I guess part of my post was for new people or the rest of the world that is generally more timid than I am to know not to easily give up.

 

[lisaviolet]

ok, I typed in true frustration. I have had 100 good MS experiences for each bad 1 I had. I guess part of my post was for new people or the rest of the world that is generally more timid than I am to know not to easily give up.

It was a good post. And I too typed in true frustration when thinking of a certain call and it felt good!!!!

I agree. Don't give up. Last year I got a last minute booking just before Christmas. I was shocked and happy. She got off the phone for awhile and I think she phoned SSR to see if they would transfer a room back to MS at this late date since the CRO had vacancy. I think.

 

[CarolMN]

Sorry that happened to you - but glad you had the sense to call back!

Hope you have a wonderfu time -

 

[Olaf]

I can truthfully say that I've only had one bad experience with Member Services. I guess she was just tired or something, but she about bit my head off.

I wonder about the rooms/waitlist thingie though. Say someone cancels their ressie in December. Does the room automatically go to the first person on the waitlist, or does it just go into inventory until someone sits down to work on the waitlist? I mean, if I were to call right after that person who cancelled and request that room, would I get it or the waitlist person?

 

[InstImpres]

I wonder about the rooms/waitlist thingie though. Say someone cancels their ressie in December. Does the room automatically go to the first person on the waitlist, or does it just go into inventory until someone sits down to work on the waitlist? I mean, if I were to call right after that person who cancelled and request that room, would I get it or the waitlist person?

I can't answer that but I have to wonder too. I learned as a TA, that DCL's waitlist is manual, so I go online regularly and that is how I pickup my clients waitlists. It is a bit annoying.

As we all know Disney computers are what we would like them to be.
(Fingers crossed for an upgrade to online DVC bookings )

 

[dumbo71]

MS is sadly over worked. All the more reason that online booking should be available. All the "it is a very complex process" comments don't cut it as far as I'm concerned. It can be done.

Keeping my fingers crossed until then........... I'm certainly not going to hold my breath.

OP- sorry this happened to you but at least your persistence paid off.

Have a great trip.

 

[roadtripper]

I posted last week about a terrible experience with MS in which she wouldn't let me speak to a supervisor! I have never had that happen before. The MS mistake was corrected, but it left a bad taste in my mouth...

 

[rantnnravin]

I called a few days ago because DH was considering a last minute F&W trip...
The first CM i spoke with was super helpful and checking all over the "world" for us. There was a smattering of availability here and there and it was a little overwhelming for me to try to piece it together with points allotments and such, so I said would talk it over w/DH and call back.

Less than 5 minutes later, DH called back and got a CM who told him there was NO availability ANYWHERE on property for that time frame!!!
I told him to say thank you and hang up.

I called right back and got a CM who went through all the options and we were able to piece together a 1brdrm ressie at BCV and SSR (which we wound up not taking--long story). But my point, and i do have one... is, why was my DH told there was "nothing anywhere" when that phone call was bookended with calls to helpful CMs who tried every scenario to Sunday to help us schedule a vacation?