Doh!!!!!!

[Splashboat]

OP, I can probably make you feel better.
The other day I was on hold for over 30 minutes. When the CM answered she was really abrupt and rude so I said 'Is there someone friendly there that can help me today?' (kind of laughing to hopefully let her know she was being rude) - - she immediately said, 'I'll put you back in the queue.' CLICK - - waited another 30 minutes.
At first I was really irritated but I ended up getting someone really nice so I actually laughed about it. I had the phone on speaker and was just doing work anyways so the extra wait didn't slow me down.

 

[bwang123]

the wait said over 40min so i just went to the website and used the chat. it was just a name change but it only took 2 minutes, including wait time and time to make the change.

so maybe while you are waiting on hold, you can attempt to use chat as well.

 

[CarolMN]

the wait said over 40min so i just went to the website and used the chat. it was just a name change but it only took 2 minutes, including wait time and time to make the change.

so maybe while you are waiting on hold, you can attempt to use chat as well.

You were lucky. The chat CM refused to do a name change for me. I hope my experience was an exception and yours is the norm.

I agree with KAT4DISNEY. The main reason for the long waits is the MyMagic+ problems. I'm sre those are taking much longer to handle than the typical booking tasks.

 

[Deb & Bill]

You were lucky. The chat CM refused to do a name change for me. I hope my experience was an exception and yours is the norm.

I agree with KAT4DISNEY. The main reason for the long waits is the MyMagic+ problems. I'm sre those are taking much longer to handle than the typical booking tasks.

When I called MS a few weeks ago, they had a special selection from the phone tree if you had a question or problem with the Magic Band or FP+. And it was different from making reservations.

 

[CarolMN]

When I called MS a few weeks ago, they had a special selection from the phone tree if you had a question or problem with the Magic Band or FP+. And it was different from making reservations.

Those calls are still tying up a call line/trunk to get to the selection and most likely until the caller hangs up (depends on what services DVC ordered from the carrier), so that accounts for at least the busy signals. My best guess is that the selection just directs the call to a subset of MS CMs - those who have (I hope) some additional MM+ training.

Disclosure: I'm guessing, based on my years of managing a call center, and don't know for sure what is happening with the DVC call center(s).

 

[rpk1951]

I was on hold for about 35 minutes yesterday ( they said wait time was 15 minutes) when I noticed the chat link. I had several questions I could not find on line so I clicked the chat link. Within a minute I was typing my questions and getting answers. Within 5 minutes I was done so I hung up the phone. I know you cannot use the chat option for some things, but it is worth a try and may free up the phone for the issues that require human talking to human.

 

[twinsouvenirs]

I also have heard you can email minor issues as well. I waited 40+ minutes last week to get an extra day that that I snagged online added to our week long vacation--I could have probably done it via email.

That said, my CM was so pleasant and helpful, she reviewed the two ways we could handle (linking v. combining) and made it happen in about 5 min. I too put the call on speaker at work.

It was a really long wait; but I expected it based on these threads.

 

[dianeschlicht]

So glad I booked my first week of Dec. ressies online the first possible day at the 11 month mark. No need to bother with calls to MS until later when I make my request for area, and I can do that by email later.

 

[dianeschlicht]

You were lucky. The chat CM refused to do a name change for me. I hope my experience was an exception and yours is the norm.

I agree with KAT4DISNEY. The main reason for the long waits is the MyMagic+ problems. I'm sre those are taking much longer to handle than the typical booking tasks.

I've had great luck with the chat line too. Sorry you had issues, Carol.

 

[cbnsoul]

Honestly though, I spent 45 minutes (most on hold) in early November. That was after I had already held for 35 minutes and had to hang up because I had somewhere to be. I've never had to wait more than 10 minutes tops. Something is going on in the call center. HAS to be.

I completely agree and mentioned a similar sentiment in previous posts They must have decreased the number of CM's - not sure if they are doing the "chat" feature (which I find is almost completely unhelpful) or answering FP+ questions but something is going on.

 

[SamSam]

I've had great luck with the chat line too. Sorry you had issues, Carol.

I've never used the chat line, glad to know you've had good luck with it. I'll definitely consider using it in the future.