DVC Member Services - is there any COMPETENCE left???

[jcf]

figured out how to do it..but first time.

 

[LauraLea]

Sorry, lets just call it what it is. It's not IT, it's not the keyboard, its the PEOPLE. They don't know English, they don't know grammar or spelling. It is a reflection of the type of people they are hiring. Let's up the pay scale some, we might see some CM's that can spell, speak, and understand DVC.

MS has also been training a large crew that have come here from Japan, as I understand they intend to have a call center catering to the Asian community buying into the Hawaii DVC.

The only issue I have ever had with MS (over 6 years, over 500 points)messing up my ressie was when I made a reservation on a Sunday and spoke with a person with a strong Asian accent.

Just my experience........Laura

 

[a742246]

Maybe I am lucky I never had a problem with MS. Other call centers Citibank etc... now that's another sorry.

Anyway, as long as Disney doesn't outsource MS I will be happy with them.

So all you complainers out there don't complain too hard things could always get worse.

 

[disneynutz]

figured out how to do it..but first time.

I can't easily answer your poll. Based on what I have read from others I would say that we have more problems than most but not every MS contact has problems. If you are asking how long did it take for MS to fix their mistakes, sometimes it's 1 call and fixed in 20 minutes, other times it was several calls and it took as long as 2 weeks.

Bill

 

[jcf]

Allow for online booking - which would actually require less MS people = more $$$ to DVC - everyone's happy...

 

[LauraLea]

Maybe I am lucky I never had a problem with MS. Other call centers Citibank etc... now that's another sorry.

Anyway, as long as Disney doesn't outsource MS I will be happy with them.
So all you complainers out there don't complain too hard things could always get worse.

I totally agree!!!

 

[jcf]

I can't easily answer your poll. Based on what I have read from others I would say that we have more problems than most but not every MS contact has problems. If you are asking how long did it take for MS to fix their mistakes, sometimes it's 1 call and fixed in 20 minutes, other times it was several calls and it took as long as 2 weeks.

Bill

While I guess you could review the reservations that you have made - did they get most of them right the FIRST, SECOND or THIRD or FOURTH TIME?

In my case, they got only 10% correct the first time...it took 4 calls to get the remaining reservations correct (spelling, child listed as primary guest, child's age wrong, no email confirmation etc.)...that should be reversed IMHO.

 

[bobbiwoz]

I've made at least 50 reservations in our time as members. 95% of our reservations have been right the first time. I do not consider a spelling error as Incompetence.

Bobbi

PS. MS has never gotten a reservation wrong for us.

 

[jcf]

I've made at least 50 reservations in our time as members. 95% of our reservations have been right the first time. I do not consider a spelling error as Incompetence.

Bobbi

PS. MS has never gotten a reservation wrong for us.

What else do you call it when a person spells the name TWICE for MS and they either get it wrong entirely and/or put it down wrong for half the party on the reservation other than "genius, not the good kind"...

 

[dcamdad]

Allow for online booking - which would actually require less MS people = more $$$ to DVC - everyone's happy...

And you are really looking forward to this with Disney's IT history?

We generally make 1 - 2 ressies per year for the last 15 years and have never encountered the issues you seem to be having. The only time I've had to call MS concerning an existing ressie is to add or subtract a name or alter our dates. Of course I'm not making multiple ressies as a commercial renter.

 

[disneynutz]

While I guess you could review the reservations that you have made - did they get most of them right the FIRST, SECOND or THIRD or FOURTH TIME?

In my case, they got only 10% correct the first time...it took 4 calls to get the remaining reservations correct (spelling, child listed as primary guest, child's age wrong, no email confirmation etc.)...that should be reversed IMHO.

Out of 100 or so reservations that we have made, I would have to say that prior to 2 years ago, most were right the first time. Back then our biggest problem for MS was using our 26 contracts correctly.

Since 2 years ago, we are lucky if 1 out of 3 or 4 are correct and some of those take 2 calls to fix.

Bill

 

[MeTink]

I don't believe I've ever had a problem with DVC membership (knock wood).

 

[jcf]

And you are really looking forward to this with Disney's IT history?

We generally make 1 - 2 ressies per year for the last 15 years and have never encountered the issues you seem to be having. The only time I've had to call MS concerning an existing ressie is to add or subtract a name or alter our dates. Of course I'm not making multiple ressies as a commercial renter.

I am not a commercial renter but I do get busy with work and I have a lot of points so if I can't use them I need to find someone who can.

I don't think it should matter whether the reservation is in my name or someone else's...I expect to have a competent individual on the other end of the phone.

 

[jcf]

Please vote...should be interesting...

 

[Deb & Bill]

Please vote...should be interesting...

Looks pretty interesting for the first 25 voters. Not agreeing with you at all.

 

[Doug7856]

We've had great service from MS. My guess is that with the large number of members and MS staff, there are bound to be rare problems from time to time. Put us down as very please with the consistently high quality of service from MS.

 

[WDWLVR]

We've been members since early 2000 and have always had very good service from Member Services.

 

[jcf]

Looks pretty interesting for the first 25 voters. Not agreeing with you at all.

Not looking for "agreement"...What I said happened did happen...wanted to see how many people have needed to call back to fix a reservation...

 

[kamik86]

I have only once called and got someone that was less then pleasent. I wasn't sure what I wanted to do with the options given so I waited and called back later. That time I got exactly what I wanted in the first place.

I did once have to call back and get some names fixed but there were 9 of us on the reservation with 5 different last names and a few unusual names or unusual spellings so its understandable.

 

[bobbiwoz]

What else do you call it when a person spells the name TWICE for MS and they either get it wrong entirely and/or put it down wrong for half the party on the reservation other than "genius, not the good kind"...

Incompetence is much too strong a word for me to use. We are a diverse population and have different ways of pronouncing words, letters. I'm a teacher, so I may be more tolerant of mistakes, viewing them as steps toward knowledge, or if that's too strong, the correct outcome. People could become nervous and make mistakes, some of us may seem to come on too strong. I also do not live in the area of the country that I was born in, and people here, don't sound the same as I do! People here tend to think I'm from NYC, but I'm from north Jersey and I know the difference!

Bobbi

PS. There has probably been spelling errors 3 times, and each time I sent an e-mail to member services and things were taken care of.