DVC Member Services Report Card

[disneynutz]

For the first time since we joined in January, I didn't have to wait on hold for MS yesterday. My usual wait time is 15-20 minutes. I wonder if they hired additional CMs?

 

[Snow Shoe]

Any time I've called MS, the CM has always been very pleasent, and most helpful. I've never had a bad experience with MS.

 

[disneynutz]

Anyone else have any thoughts or input?

 

[diznyfanatic]

I've seen a steady, slow decline in the level of high quality service I used to receive from MS. Most recently I had quite bad service, but I'm not going into it here as it serves no purpose.

The site. Terrible. I've worked for two years with MS and everyone else they've sent me to, in an effort to gain access and still cannot. It's very frustrating.

Actually, I'm pretty unimpressed with my DVC right now. Unimpressed enough to wonder if I really want to keep it.

By any chance are you on a network that uses a router? Any time I've heard of this type of thing happening, 99.9% of the time the problem is caused by three reasons.

Firewall
Security programs (anti-virus, spyware, etc. programs)
Router

If you've eliminated the first two, the router is the likely culprit.

 

[sssteele]

I have never had a bad experience - the vast majority of my contacts have actually brightened my day. Member for 5 years!

 

[fishermouse]

Not suprised that according to the poll results so far over 90% are satisfied with MS. My company sends out customer satisfaction surveys and although we strive for 100%, 90% is an excellent rating. There will always be a few glitches in any system, an occasional poor performance by an employee or just a few people that will not be satisfied no matter what you do. I'm sure a little of each are put on these boards.

 

[disneynutz]

I had a rough start with MS. Maybe it was because we were new members and we weren't properly set up in the system.

I still think that the MS website could use some work. I would like to see all of our information, requests, etc. displayed on the site. I would also like the conformations emailed.

Calling to verify everything is a pain. I wish we could have more confidence in the system.

 

[Chuck S]

I had a rough start with MS. Maybe it was because we were new members and we weren't properly set up in the system.

I still think that the MS website could use some work. I would like to see all of our information, requests, etc. displayed on the site. I would also like the conformations emailed.

Calling to verify everything is a pain. I wish we could have more confidence in the system.

Don't complain too loudly, we've only been able to check point balances and reservations online for about a year. Before that the member website was basically a listing of discounts, rules, pool hopping black-out dates and other "news."

 

[RobDoc]

... I would also like the conformations emailed.

Calling to verify everything is a pain. I wish we could have more confidence in the system.

You can make reservations by email and you will get an email confirmation. If you call, you get the familiar printed confirmation by snail mail. Email confirmation works very well if you are making a reservation not dependent on daily reservations - not so well for things like a BWV GV for the first week in December. If you want an OKW 2BR in mid-September, it should be fine.

 

[bobbiwoz]

I voted "very satisfied", because "somewhat satisfied" wasn't quite good enough, but yes, things can be improved, call wait time for instance. I have been pleased to have waitlists come through without calling, (one just came through this week for us) and that means that the system is working. The DVC site is lots better than it was, so I assume that it will continue to get better. I do not appreciate going through the prompts when trying to make a ressie, but going through Disney's regular system for dining takes you through lots of hoops too.

I guess I feel that I have been able to work through any problems and get answers to any questions that I have had. I have been very satisfied with the results of interactions with MS, if not with every single time that I have interacted with them.

Bobbi

 

[disneynutz]

You can make reservations by email and you will get an email confirmation. If you call, you get the familiar printed confirmation by snail mail. Email confirmation works very well if you are making a reservation not dependent on daily reservations - not so well for things like a BWV GV for the first week in December. If you want an OKW 2BR in mid-September, it should be fine.

FYI... I was told by MS that the website reservations form is processed by CMs when they have the time. It may take several days. The CM told me to only use the form if I don't care what I get.

 

[RobDoc]

FYI... I was told by MS that the website reservations form is processed by CMs when they have the time. It may take several days. The CM told me to only use the form if I don't care what I get.

Yes - and that's just what I indicated in the post you quoted. I was responding to the complaint that you wanted an email confirmation. If you want to receive it that way, it can be done. If time is of the essence with your reservation, you'll need to weigh that against what type of confirmation you'll get. Your choice - but email confirmation is available if that's what's important to you.

 

[Boston5602]

I voted favorably too. I've only been using them a year this month. Most every call by a friendly knowledgeable CM. There was one when I called about discounts on a cash night that made me feel , well stupid( and I was , thats why I asked about it ). I was so I try to learn as much info here , then go call MS.

Thanks for all of the INFO , everyone!

 

[MandM22]

Wonder if MS tried to get a room out of "developer" inventory to clear the mistake? Or tried to work with CRO to get a nother 2 bedroom? Seems to me they could have done something - it doesn't seem right to make a member suffer for the CM's mistake.

I don't think the CM should be punished for making a mistake, but I do think MS/DVC should have stepped up to make this right for the member - if CRO had cash rooms available, I just know DVC could have done something (maybe traded the dates for another time with CRO, for example) to make this right.

The only fly in the ointment might occur if the "lost" room was one of the 2 bedroom units with 2 queens in the second bedroom (as those are limited and are never sent to CRO). But I bet the member would rather be at BCV in a "sleep sofa" 2 bedroom than at another resort.

JMHO. YMMV.

I couldn't have said it any better!

 

[Luigi's Girl]

You situation is certainly unfortunate, and I would be unhappy and disappointed, too. But, since the CM did press the wrong button and cancel the room, and since the room then was re-booked by another member in the meantime, the only other solution would be to bump the member that was booked and tell them there was an error, apologize to them, and put them on the top of he waitlist. Either way, there isn't an easy solution, and MS is between a rock and a hard place.

Someone has to be treated unfairly in this situation, either you or the member that snagged the room, as they can't make a room available where there is not one. It sounds like MS is taking responsibility, and placing you at the top of the list...but I know that is little consolation.

I absolutely agree with Chuck, especially the part about bumping the very lucky member who got the reservation through this unfortunate error, to first on the waitlist. They should understand and see how fortunate they would be just to jump to the beginning of the waitlist since if the error wasn't made they would be at the bottom of the list. Technically, (if this was a real cancellation), I'm guessing this reservation went to a lucky member calling at the right time when in reality it should have been placed somewhere for the member already waiting at the top of the waitlist. Am I making sense?!

 

[disneynutz]

After this morning I need to take back my vote and move it down a notch.

We have a split stay reservation starting May 1 using AKV developer points. I was checking out our account on the MS website on Sunday and I noticed that one of our reservations was canceled. I called MS this morning and talked to a CM about it. She put me on hold for several minutes while she checked it out. When she came back to the phone she explained that the reservation was canceled because it used developer points. She said that it should never been available for viewing on-line. I asked her, so I still have a reservation, I just can't see it, right? She said no, your reservation was canceled. I asked, what about our trip 34 days from now? She put me on hold. When she came back she took my reservation information again and gave me a new confirmation number. I asked her about the other reservation that used developer points that still shows on the website. She said that since it wasn't canceled, don't worry about it.

Not being comfortable with her answer I called our Guide to let her deal with it.

I don't understand why MS has such a hard time with developer points and why they would cancel a reservation without contacting the member. If I hadn't called MS today there is a good chance that we would have showed up on May 1 with a canceled reservation.