DVC phone system vent: Behind the Scenes at Soaring

[Debby7]

I was so excited to sign up for the behind the scenes tour at Soaring. At 8:59 my finger was poised to press dial, 9:00 am rolls around and the call goes right through . I hear a message about being closed on the 24th and then silence. Lots and lots of silence. Trying pressing 1 for member services. Silence.

By the time I am convinced the call is in limbo, hang up and redial, the lines are busy. When I finally get back through, I now have a 35 minute wait. Of course, when the very pleasant cm finally picks up my call , my date is no longer available. If they won't let us do these things on line, could we at least have a phone system that works ??????

 

[disneynutz]

Same thing happened to us, 102 busy signals starting at 8:59, once answered, prompts and inputs are screwed up, finally go on hold for 25 minutes, all dates booked through February.

Bill

 

[nuzmom]

UGH.... I've been on hold since 9:00am. Is my call in limbo???
And - WHAT?!?! ALL dates are booked?

Yes, please give us a phone system that works!

We keep trying with my son's phone and just get busy signal.

 

[heynowirv]

Me to. Same senario . The only date we are there 1/11 my birthday.... Gone. I am bummed

 

[nuzmom]

heynowirv - how long were you on hold?
I suppose, sooner or later, I need to hang up. Sigh.

 

[neitzelt]

Ditto for this girl. My 1/25/16 date is sold out. My Member Services Rep told me that most of November was sold out in the first few minutes. She did say to keep checking for cancellations...BUMMER!!!!!

 

[heynowirv]

heynowirv - how long were you on hold?
I suppose, sooner or later, I need to hang up. Sigh.

30 minutes give or take

 

[nuzmom]

Thanks heynowirv.
I'm not one to complain, but I am sending member services an email (with a screen shot of my phone). I understand if the line was busy, I even understand the event being booked within minutes (sort of), but the message kept telling me that the next available cast member would be with me shortly. I KNEW it was strange to not have a hold time estimate, but I thought that maybe something had changed. And I didn't want to hang up and try to call again and risk giving up my spot in line.
Seriously, as popular as soarin' is, and only offering the tour once, for 1 hour, per week (and Christmas blackout dates), I can't imagine the number of spots offered vs. the number of dvc members who could book it. What is a "perk" if the odds of getting to use that perk is 1 in 1,000 (or worse)?

 

[Maleficent's Dad]

Wow. It's 10:20 and I just hung up with DVC (wait time was 15 min after numerous busy signals).

My dates in February were sold out. The CM said that they've been swamped and each tour holds only 20 guests. For future bookings, the date for booking will be 180 days out. So I have hope for the summer.

 

[DVCjj]

Same thing happened to us, 102 busy signals starting at 8:59, once answered, prompts and inputs are screwed up, finally go on hold for 25 minutes, all dates booked through February.

Bill

Same here. Totally aggravated. Been holding for an hour. Why I'm still holding is beyond me. Guess I'm just aggravated enough to take it to the end. I know everything is sold out.

They need to have the tours MUCH more often if it's that popular (surprise, surprise.....not).

 

[nuzmom]

DVCjj - I suggest that if you have been holding for an hour, that your call is "stuck" like mine was. Is the phone system giving you a time estimate for holding? Since mine was not, I believe it was stuck in limbo. YMMV

 

[DVCjj]

DVCjj - I suggest that if you have been holding for an hour, that your call is "stuck" like mine was. Is the phone system giving you a time estimate for holding? Since mine was not, I believe it was stuck in limbo. YMMV

You are most likely right. Never got a time estimate. I'm only still holding for the 'principle' (ha) and I want to do the survey. Stupid, yes, but I've devoted too much time to hang up just yet. (I'm sure I will eventually though).

P.S. I'm so tired of this stupid music.

 

[DVCjj]

You are most likely right. Never got a time estimate. I'm only still holding for the 'principle' (ha) and I want to do the survey. Stupid, yes, but I've devoted too much time to hang up just yet. (I'm sure I will eventually though).

P.S. I'm so tired of this stupid music.

UPDATE: Really can't stand the music anymore. Head pounding. Gave up. So sad. Not a good Disney morning.

 

[nuzmom]

UPDATE: Really can't stand the music anymore. Head pounding. Gave up. So sad. Not a good Disney morning.

Take comfort in the fact that you would never have gotten through to anyone. I would guess your call would eventually be disconnected when the phone lines shut down for the night. You didn't so much "give up" and "give in" to the inevitable.
The music sort of stutters on my phone. Very annoying.
Time wasted was my biggest pet peeve about this morning.

Sorry to hear that no one has posted a positive experience this morning. I wish we would have all gotten a spot!

 

[bobbiwoz]

I was so excited to sign up for the behind the scenes tour at Soaring. At 8:59 my finger was poised to press dial, 9:00 am rolls around and the call goes right through . I hear a message about being closed on the 24th and then silence. Lots and lots of silence. Trying pressing 1 for member services. Silence.

By the time I am convinced the call is in limbo, hang up and redial, the lines are busy. When I finally get back through, I now have a 35 minute wait. Of course, when the very pleasant cm finally picks up my call , my date is no longer available. If they won't let us do these things on line, could we at least have a phone system that works ??????

I thought I was in limbo but I was not. Eventually I heard something on their end. I did not hang up, I got through to a person @9:11.

 

[slmjam]

Exact same thing happened to me. Started dialing at 8:59, then at 9:00 the call answers and complete silence. I waited a couple minutes, convinced my call was in limbo,hung up, then tried again. And then got a busy signal until 9:25. I got through and was placed on hold for 15 minutes. My first date, December 7, was of course completely booked. Luckily we are going back the first week of April and I was able to get a reservation on April 5. DVC's phone system is frustrating to say the least!

 

[Anal Annie]

VERY frustrated this morning. It took me 15 minutes to get thru after constant redialing on my cell phone. Then I finally get thru & it says a 30 min. hold time. While I was on hold I got 2 other calls for work coming in one right after another so I knew it was something of a 911 situation. I tried to put the DVC call on hold to grab one of the others and DOH! disconnected DVC. SOOOO upset. So in the meantime I started another call on my home phone which took another 10 minutes of constant re-dialing to get thru. On hold the 2nd time starting around 9:30 with a 25 minute estimated hold. I also found the voice mail prompts were lagging a lot between. I kept thinking I was cut off. ANYWAY, of course by the time I got thru my Jan. 4th date was sold out. The CM told me I could try at 180 days on Jan. 1st for my trip starting June 30th. BUT GUESS WHAT?! They won't be open on Jan. 1st or probably the 2nd because that's the day the 1st will be "observed" this year. And to top THAT off we have a 7:10 am flight to Disney on January 3rd and I WILL BE IN THE AIR when the phones open at 9:00. SOOO mad that I am 99% sure I will miss being able to grab it for that trip too. 20 guests PER WEEK is absurd with how many members there are. They really should offer it like 3x a week or something. Once a week is just stoooooopid.

 

[bobbiwoz]

I've sent a note to Member Satisfaction asking for more days or more members per day.

On the other thread, someone mentioned it's going to be one of those things you can book with a reservation the "...,+10" days ahead of time. Maybe this will sort of be a permanent fixture. Still at only 20 spaces a week there's a mighty backlog of hopefuls.

 

[DebbieB]

With all the members DVC has, it is ridiculous to offer something that only allows 20 people 1 day a week.

 

[disneynutz]

With all the members DVC has, it is ridiculous to offer something that only allows 20 people 1 day a week.

That's why IMO they want to be able to say that is a perk without really having many members attend. They aren't stupid, the schedule and allowed number of people per date were decided on for a reason.

Bill