CS versus MS

[hayesdvc]

For the last several months I have been a sponge as it pertains to this site; trying to absorb as much as I can. Again, I cannot thank everyone enough with answers but mainly your attitude and patience in answering "all" my questions.

Here is another one.

Comments about how various situations are handled by DVC Member Services concerns me. Since I have not closed my initial contract yet, I have had no dealings with MS.

However, I have been to WDW many times as such have had many dealings with the Disney Customer Service agents. EVERY TIME, questions were answered and/or problems solved.

In my readings, I don't feel the love as it relates to DVC MS as compared to WDW CS. I see depending on the DVC issue, you may have to know when you much speak to other areas (Accounting, etc).

OK experts, based on the horror stories regarding the DVC website, what should my expectations be when dealing with MS?

 

[DizDaD7]

For the last several months I have been a sponge as it pertains to this site; trying to absorb as much as I can. Again, I cannot thank everyone enough with answers but mainly your attitude and patience in answering "all" my questions.

Here is another one.

Comments about how various situations are handled by DVC Member Services concerns me. Since I have not closed my initial contract yet, I have had no dealings with MS.

However, I have been to WDW many times as such have had many dealings with the Disney Customer Service agents. EVERY TIME, questions were answered and/or problems solved.

In my readings, I don't feel the love as it relates to DVC MS as compared to WDW CS. I see depending on the DVC issue, you may have to know when you much speak to other areas (Accounting, etc).

OK experts, based on the horror stories regarding the DVC website, what should my expectations be when dealing with MS?

I'm gonna say not so bad...But this is just me...I' really haven't had to deal with it much, because I haven't had any major issues.. HTH.-->

 

[miTnosnhoJ]

In my experience, they have been very responsive and a pleasure to deal with. Also, they are rated in a survey that you can take immediately after you hang up, so they are heavily incented to bring the magic.
As long as you don't ask them to break the rules, you should be fine. And even if you do need them to do something unusual (say you mistakenly put points in the wrong year), they will usually be incredibly helpful.

The more you understand how DVC works, the more they can help you.

 

[jekjones1558]

I have had fantastic service from MS for all of our 16 years of membership.

 

[DebbieB]

I've also been a member 16 years and never had a problem. Member Services has always been great and I've never had a system problem when I needed to make a reservation.

 

[KAT4DISNEY]

The inconsistencies come from very rare occurrences which will likely never affect most members during their ownership. If you read about other compensations from the group you refer to as CS it's very similar.

 

[zavandor]

I think here we read more about the few problems rather than the wast majority of time MS are helpful. People tend to report problems more than the good experiences.

 

[hayesdvc]

THANKS TO ALL FOR YOUR REPLIES.

 

[gdrj]

For the past 16+ years my interactions have been very good with MS.

 

[disneynutz]

Overall it has improved IMO. Just a few years ago it was common to hang up and call back if you got an MS advisor that didn't t know their job. Like all customer service jobs, you will get some that know what's going on and others who either don't care or need additional training or experience.

MS has really made some major mistakes on our accounts in the past but we had 26 contracts at one point.

Soon you will be able to call your favorite advisor using their telephone extension number, can't wait to see how this plays out.

Bill

 

[jekjones1558]

Soon you will be able to call your favorite advisor using their telephone extension number, can't wait to see how this plays out.

It dawned on me when I called MS this morning that this may be the reason that one of the phone options is "If you know your party's extension, please dial it now."

 

[mickeyman]

Overall it has improved IMO. Just a few years ago it was common to hang up and call back if you got an MS advisor that didn't t know their job. Like all customer service jobs, you will get some that know what's going on and others who either don't care or need additional training or experience.

MS has really made some major mistakes on our accounts in the past but we had 26 contracts at one point.

Soon you will be able to call your favorite advisor using their telephone extension number, can't wait to see how this plays out.

Bill

26 contracts?? How many points do you have??

 

[disneynutz]

26 contracts?? How many points do you have??

We sold several contracts and we are working to get our total down to 1000.

Bill

 

[DMKEDM]

I also think frequency plays a role...once you're a DVC member, if you're like many of us (and especially those of us who post about less-than-stellar MS experiences), you'll go much more frequently...that increases the odds that you'll run into a problem--I've had two "memorably bad" resort experiences--one as a cash guest before I was a DVC member, and one as a DVC member...most of the time, both cash guest customer service and DVC customer service are really pretty good...I'd say, tho, as a DVC member you have quite a lot more interaction with CMs as more of what you do as a WDW guest goes thru MS...at least it was like that prior to online booking and w/all the new glitches from magic bands, My Disney Experience (oh how I HATE My Disney Experience!), etc. I've gone back to more often than not calling MS over using the online feature...online booking is great if you're going for up to 7 days, there's full availability, you're staying at just one resort, booking just one villa...but once you need two villas, or are splitting your stay, or are having to wait list or want more than 7 days, it's often still much easier to just call ...

So, bottom line is more contacts w/CMs means more chances for getting one who isn't into Disney magic...but they're still really pretty good...most of the time...usually...

 

[CarolMN]

I have had fantastic service from MS for all of our 16 years of membership.

I've also been a member 16 years and never had a problem. Member Services has always been great and I've never had a system problem when I needed to make a reservation.

For the past 16+ years my interactions have been very good with MS.

Me, too!

 

[Donna M]

I have been a member for 12 years and can't remember any bad experiences with MS. Most of the people I have spoken to have been very nice, more so than other company's reps. In our 12 years, we have had only one real problem where I needed to call. Our account showed points placed into holding due to a cancellation. We never made the original reservation, so they took care of everything.

I agree with the posts that you will hear more of the negatives than positives.

 

[bumbershoot]

Since 2009 I've had one misunderstanding (that I didn't have to call for because dh had paid attention as my attention slipped, apparently), one really funky moment with the website (just a week or two ago), and one heart attack (not really) when they decided that two separate reservations should be merged into one. And I saw the in between moment (~12 hours) when the original two were gone but before they out the new reservation into my account.

Doesn't seem that bad.

 

[Halle]

DVC member since 1993 wonderful service from MS.

 

[bobbiwoz]

Member since 2003 and have been very pleased with DVC MS. I have been listened to and helped, for instance when trying to change a VWL reservation for last December since the renovations would make our stay less desirable.

 

[JWG]

I have had, as with any customer service arm, mixed results completely tied to the capabilities (or willingness) of the agent on the other end. That 5-point survey they have you take? I've used all 5 numbers to rate my experience in the past several years. On par, I'd say they're a 4 and rarely do I have an issue.