DVC should halt all Direct sales

[BEACHCLUBVILLAS]

Member Services is non existent. I was on hold 4 hours and 8 minutes today before they disconnected me today. I never spoke to anyone. They should halt all new direct sales until they can handle the current member needs. Our DVC dues paid for member services throughout Covid. They are under staffed. It’s not just today. Many days you just can’t get through to them.

 

[Eric Smith]

Member Services is non existent. I was on hold 4 hours and 8 minutes today before they disconnected me today. I never spoke to anyone. They should halt all new direct sales until they can handle the current member needs. Our DVC dues paid for member services throughout Covid. They are under staffed. It’s not just today. Many days you just can’t get through to them.

It’s probably because call volume is way higher now than it was pre-COVID.

 

[AnnaS]

They should use some of the guides/sales people to help with the phone lines. I don't think waiting more than 40-40 minutes is acceptable. Not everyone has 2-3 hours time to wait.

How is emailing? Has anyone tried/wait time for response. Of course, this does not help for many scenarios.

 

[Sandisw]

DVD is in charge of sales and not part of DVC...two different divisions. So guides can’t be pulled to work for MS.

But I agree it’s gotten very bad and there is no excuse for that months into these long holds.

I shared earlier that I had to call the WDW line regarding ticketing issue and they were able to do a call back. If that part of the company can do it, then so can DVC.

There also seems to be no reason why they can’t find a way for those that want the ticket deal to purchase it without having to tie up MS.

 

[RoseGold]

I used chat to change a lead guest and was tickled with adequate customer service. I’d take an email, a call back whatever. People have been stuck on the phone for hours since lockdown, so a year now. So much for that magical service.

 

[LisaDKG]

Am currently 1 hour into waiting on hold as we speak. Have tried all day and had my call either ring and ring or be outright cut off. It is shocking to me that this is the reality when they have imposed restrictions/changes and made it so hard for members to manage their own points and reservations and borrowing online themselves. Actually, now that I think about it, this is Disney AND involves technology so maybe it's not so shocking...

 

[we"reofftoneverland]

Disney is really cutting corners to the point of it being unacceptable. I had to change a princess cruise last night due to summer cancellation, and they seem to be able to handle customers service just fine— and they are not even operating. Disney is really annoying me lately. Big league.

 

[RoseGold]

"Sorry, but the Member online booking tool is currently unavailable. We are working on this issue and apologize for any inconvenience." Not feeling real magical right now.

 

[nerdboyrockstar]

I absolutely dread having to call Disney, whether its DVC Member Services OR WDW, which is sad because they have the most fantastic customer service agents and I hope no one takes it out on them. The wait times are horrible and truly unacceptable for any hospitality/tourism company. Who has that kind of time?

 

[eMoneyBug]

Yes def very odd that it’s busy busy busy signal and if I do get thru...it’s 60+ min wait.

I joked to my kids look I’ve tried calling DVC 200 times and didn’t get thru! iPhone logged it

 

[RoseGold]

Checked my email and my pasted non-apology was from member.relations@disneyvacationclub.com

So, if you want a copypasta non-apology, there you go!

 

[tellingson]

When you finish your survey and they ask “what was the quality of the time spent on the call?” Make sure to give them low rating. They have a question later that references the service you received from the person that actually helped you.

 

[AnnaS]

This past year - has not been "normal" - I say team work.

CMs at Disney are doing work/positions that they don't "normally" do. Yes, I get it - they are under one company.

We are paying dues - did they cut the CMs handling the phones besides working from home. We have cut them lot's of slack and still do and will - but they need to step up their game at this point.

When I was working - there were plenty of employees with the words stuck in their mouth - not my job, not my department. Wether it is or not - sometimes everyone needs to work together unless they wanted to shut the door and then no one was working.

 

[scbruno]

I'm sure they never brought back any of the folks they cut dues to Covid and some may have found other jobs at this point. very sad because we are long time members and member services was great 20 plus years ago.

 

[DVC Doctor]

wait times should never be longer than 15 mins, hire more people

 

[iheartglaciers]

I wanted to renew my AP early because of park pass reservations, but wanted to apply an 8-day ticket in my account (from a cancelled trip last year). I waited 1 hour to talk to MS and they said they could renew my AP early, but someone in the ticket department had to do it if I wanted to apply the 8-day ticket. Before she transfered me, I asked if they would know about the exception for early AP renewals and she said yes they are a DVC ticket division, so they will know. But then I waited 4 more hours to finally get through only for them to tell me you can't renew APs early (but when I was eligible, I she could apply my 8-day ticket) Oh well.

 

[YoMickey]

This up coming trip has been the most frustrating trip to plan. I'm grateful to be able to go and I know they're ramping up capacity and the call volume is high, but it's been one disappointment after another. I hope for all of us and for the success of DVC that they figure out a way to improve. Multiple calls, lack of knowledge, transfers to other departments, ticket linking issues. Never had this happen before and we've been calling Member services since 2003. I'm DISENCHANTED.

 

[Sandisw]

I'm sure they never brought back any of the folks they cut dues to Covid and some may have found other jobs at this point. very sad because we are long time members and member services was great 20 plus years ago.

Unfortunately it is a sad reality that people left, It was a difficult choice for my DD who loved working for them but just had to move on with no real opening date in sight for Broadway.

 

[Bruni]

DVC administration is controlled by a bunch of incompetent execs who never call MS themselves and who are 100% technologically illiterate. There have been "no hold" phone systems for over a decade where the system takes your number and calls you back when an agent is available. The idiot execs running DVC won't upgrade the system. The execs don't even know how insanely loud the hold music is!

 

[LillianBelle]

I am grateful to have found this thread if only to know it's not just me...I'm a new owner trying to reach member services for the first time for a fairly time sensitive issue that cannot be resolved online. 10 days with no answer to my email query, just the auto response. I don't live in the U.S. and have held more than 3 hours at international long distance rates because the toll free numbers don't work in my country. This is madness.