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

[crisi]

My DH and I have different last names. The last two reservations I made they listed my DH with my last name. I did make a second call to MS to fix it because I didn't want to tie up the line at check-in trying to get it fixed there. Since we pay for everything with our KTTW cards I thought it might cause problems if his signature didn't match the name on the card. On the other hand, it might have been interesting to see if anyone noticed!

I'd lump "getting the last name wrong" under egregious spelling and probably call to fix that one.

Now, we have had the HORRIBLE spelling issues with ADRs, where finding our reservation has been "match SOME of the letters with the time we have our ADR for." Linking ADRs to DVC/CRO has helped a lot.

 

[tinkerfan1]

I don't want to jinx myself but I have always been so pleased with Disney's customer service. I have never had one complaint with the CMs. Guests, yes, CMs, no. The reservation process has been the same thus far. Plus, with DVC, it is so personalized, that has always been a bonus as well.

 

[Disneywedding2010]

I have never had a problem with member services not getting my reservation right and have always found them to be helpful and friendly.

 

[BEASLYBOO]

In the Members' site, under "contact us." I invited my DCuz to join my September visit with friends. I sent an e-mail this morning asking that her name be added to such and such reservation, and by this afternoon I got the e-mail saying that it was done.Bobbi

Thanks for the tip, did as you suggested on Monday, adding the names of a few of my son's friends joining us in June! Worked like a charm, received confirmation by e-mail this morning!

 

[jcf]

 

[RLRDA]

Haven't had a problem yet (I hope I didn't jinx myself by saying that)

 

[CMOORE185]

I have to admit that MS has had a problem spelling names over the years. The most recent is a Disney cruise where I didn't get credit for being a castaway club member because my first name was spelled wrong (a very easy name to spell). This is correctable but an annoyance.

 

[Luv2CtheMouse]

Been a member for less than a year and have had issues with a reservation. have one that is still not resolved.

 

[castle1]

Haven't had any problems with member services. They have always been very helpful and courteous.

 

[jcf]

 

[jcf]

 

[NewDCLGuy]

While MS isn't perfect, at least 90% of my calls have been flawless. Everything correct, CM actually a joy to talk to.

If somebody is consistently needing multiple call to get things right, and is consistently having bad experienced, I wonder if they might not be doing something to contribute to the problem.

 

[JimC]

We make five or six reservations a year and generally enjoy our interactions with the MS cast members. And never have we had problems like the ones experienced by the OP.

 

[dianeschlicht]

I know it isn't scientific or necessarily representative, but with a sampling this size, I would not expect the percentage results of this poll to change much with larger numbers.

 

[dbs1228]

Now that you mention it I did call to add my parents to our ressie and informed CM that my parents would be the ones checking in and to please note that since they would be there hours earlier then us. When the trip got closer I called to double check the cf# since I never received a new one with their names on it. The CM told me that my parents would not beable to checkin unless their address was in the system (to match the ID) which I was not told. I gave their address and when he went to e-mail me cf it would not work because they had my parents as primary guest not me or DH. The call took about 15 - 20 minutes to get it right. When I did get to BLT I notices our room key said "room only" and no mention of DVC member which I just thought was new?? Another reservation I made I told MS which points I wanted to use specifically and after the call I checked my points on line and he had used the wrong points! Another call was made.
Over all I have found all CM's very nice and accomodating so the extra calls did not bother me, but if it continues I can see myself getting annoyed.

 

[jcf]

Now that you mention it I did call to add my parents to our ressie and informed CM that my parents would be the ones checking in and to please note that since they would be there hours earlier then us. When the trip got closer I called to double check the cf# since I never received a new one with their names on it. The CM told me that my parents would not beable to checkin unless their address was in the system (to match the ID) which I was not told. I gave their address and when he went to e-mail me cf it would not work because they had my parents as primary guest not me or DH. The call took about 15 - 20 minutes to get it right. When I did get to BLT I notices our room key said "room only" and no mention of DVC member which I just thought was new?? Another reservation I made I told MS which points I wanted to use specifically and after the call I checked my points on line and he had used the wrong points! Another call was made.
Over all I have found all CM's very nice and accomodating so the extra calls did not bother me, but if it continues I can see myself getting annoyed.

It seems that the problems arise when the DVC member travels with guests or just guests of the DVC member...but it does get annoying as it seems the problem may be less with the member and more with MS actually taking the time to listen to the member...maybe it's noisy or some other distraction in the actual room where MS is located??

 

[OrangeCountyCommuter]

I generally take at least 5 trips a year... have never had a problem.

I have made reservations for friends traveling with me and friends not traveling with me.. also no issues.

 

[Alexander]

Never had a single problem getting my reservations correct. I always ask about what I'm interested in and then if that isn't available give my second, third choice, etc. If I'm booking dining, I add it at the original booking. Even booked 3 cruises in one phone call--no problem.

I probably call MS 4-5 times a year.

 

[SINK]

most of the times, one call does the job. Occassionally, it may require multiple calls for names misspelled, missing information on confirms such as dining plans, and reconfirming various accomodation requests (such as next to elevator, high floor)

 

[Goofy4Disney99]

We've been members since 2000 and I must say that I feel that the quality of service when you call MS has gone down significantly over the past three years. I used to enjoy calling MS, now it is a chore. Often even after asking the cast member to repeat their name, I still have no idea who I'm talking to. Many do not have a good grasp of the english language. Reservations I make for me and my wife have more than once ended up listing only one guest. My last reservation was made five days ago. I asked to receive a call back from a supervisor - I'm still waiting. All that aside, I have often had a very positive experience making reservations. Member service used to be consistenly excellent - now it more often is just average.