Emailing Member Service

[MsTessP]

Well this is annoying!

I sent an email to MS directly from the DVCMember site simply to add my son to our reservation (check-in is Saturday). I actually filled out the form twice - once last week and again last night.

Previously, I have changed guest names or added to the reservation by using this form, and I have had the change made, along with a confirming email, within 2-8 hours from submitting the form.

This time - nothing. I really hate to call and wait on hold. Has anyone else had this problem?

 

[drusba]

As others have related, MS's response time to emails has, beginning earlier this year, gone from an average of 1 to 2 days to an average of 5 to 7.

 

[MsTessP]

Wow! I hadn't seen that! So for anything last minute I definitely will plan to call instead of filling out the form.

The good thing is that I did call this afternoon, had a wait time of less than two minutes, my reservation was updated quickly and cheerfully, so we're all set for this weekend.

 

[heynowirv]

I've always called early on a mid week day and gotten reasonable wait times .

 

[disneynutz]

MS was short CM's and the phone wait time increased to 40 minutes in some cases. Members started sending emails for non-urgent requests so now the correspondence team is running behind. MS hired around 60 new CM's for the phones and now the phone wait time has come back down.

Bill

 

[KAT4DISNEY]

MS was short CM's and the phone wait time increased to 40 minutes in some cases. Members started sending emails for non-urgent requests so now the correspondence team is running behind. MS hired around 60 new CM's for the phones and now the phone wait time has come back down.

Bill

Any insights on why they had gotten short? Just not replacing and trying to see how it went or had they not kept up with increasing membership?

 

[disneynutz]

Any insights on why they had gotten short? Just not replacing and trying to see how it went or had they not kept up with increasing membership?

Insider told me that the new management was cutting costs and didn't hire replacements or project future growth. DVC management also didn't consider the increased calls due to MDE and MB's questions being answered by MS when they should have been answered by Disney call centers not DVC. I was told that 50% of the reservations are still made with a phone call, 50% online.

The new hires have helped with the phone wait time but the number of MDE and MB questions have also decreased.

I am still waiting to find out what the new boss at DVC is all about. He is experimenting with the membership magic project and he was very quick to roll out the availability tool when an outsider offered the same.

Time will tell.

Bill

 

[KAT4DISNEY]

Insider told me that the new management was cutting costs and didn't hire replacements or project future growth. DVC management also didn't consider the increased calls due to MDE and MB's questions being answered by MS when they should have been answered by Disney call centers not DVC. I was told that 50% of the reservations are still made with a phone call, 50% online.

The new hires have helped with the phone wait time but the number of MDE and MB questions have also decreased.

I am still waiting to find out what the new boss at DVC is all about. He is experimenting with the membership magic project and he was very quick to roll out the availability tool when an outsider offered the same.

Time will tell.

Bill

I've always said that I didn't think MS should be dealing with the MB and MDE issues but even with that the number of new hires did seem to be like they had perhaps been trying to cut back. I'm sure they had dreams that online booking would reduce many of the calls but there are still quite a few things that still need to be called on. At least they were finally willing to get some more people back in.