Hold times bordering on ridiculous

[All Aboard]

Is it just my bad luck, or are CRO hold times very long right now? I have been trying to book for January and have had to give up after 15-20 minute hold waits. I suspect it has to do with the Magical Gatherings.

Am I naive, or is everyone "in the know" just pushing "1" even if they are not a party size of 8? Does that cut down wait time?

Honestly, in many, many years of booking 10-12 WDW trips each year, I have NEVER experienced hold times anywhere near this long.

I am on hold right now, listening to the 2001 Official Album. I started on "Fortuosity" and am now in the Haunted Mansion. Hopefully they pick up before I venture over to Epcot.

 

[Kimberle]

I would suspect they've had cut-backs there, too.

A little cut here, a little snip there...... nowhere seems to be immune at WDW.........

 

[HM]

I had the same problem with Disney Dining on Friday. I was on hold for about 15 minutes twice before I had to hang up and then the third time waited around 20 minutes before getting a CM to help me. Believe you me....I did all my transactions at once. I was not going to call back again. -HM

 

[n2mm]

Hold times are getting out of control. I've never had such problems before in the past. I have even made the effort to call during their recommended times (1:00-5:00 PM). If I get the recording saying the wait time is long, I just hang up. But how long it's taking to make a ressie is really getting bad. Last week I made a ressie for our Oct. trip and it took 45 minutes. I acutally started feeling sick at the end and the CM told me to jot down the number and she would finish (waiting for the yellow sheet). So today I called to cancel my old ressie and add a day to my existing ressie--easy right? wrong--it also took 45 minutes to do this because the computer would not let me add a day to my existing ressie. The CM has to cancel my old ressie and make a new one with the new day added. I still have several more modifications to make for my other trips this year, but will pick and choose when I have enough time allotted for these changes. The changes are small, just add a arrival day, but so far it's taking an act of Congress to do the small changes. I hope they get the bugs worked out of the new computer system they are using. I had better luck with the old system. I must admit, though, the CMs have been very good and patient.

 

[HugsForEeyore]

I just called Disney at 2:00, and only waited about two minutes on hold - I was prepared for alot more! The call took awhile as the computers were slow. On hold, I heard Mickey and Minnie singing Jingle Bells. Guess I was pretty lucky today!

<img src="http://home.att.net/~disneysue/hugsmall3.gif">

 

[CheshireVal]

The worst part about it is that it's long distance, too. I don't know why a resort the size of WDW wouldn't have an 800 number.

 

[Lexxiefern]

I called twice in the days right before thanksgiving. Hold times were minimal - 5 minutes the most. I called back last week and had to wait for 20 min before I hung up. Tried the next day and waited 15 before I got a CM. Hopefully I won't have to call anymore!

 

[freediverdude]

Part of the reason for long hold times the past few days might be that annual passholder/florida resident/CTH codes were just released, so everyone waiting to make reservations or switch to a cheaper code would be calling this week.

 

[shelleyz]

I also called tonight and was on hold for 10 minutes, talked to 1 CM put on hold again, talked to 2nd CM put on hold again, talked to third CM who knew what she was doing. Total call took 45 minutes, but saved $98 with the CTH code.

 

[kadaten]

Think I've got you beat--on the phone for 3 hours a week ago to make some changes and apply payements!! Luckily, I have unlimited long distance (thank you, AT&T!) so that wasn't a concern, and I never have to hang up and try again later just because I'm on hold.

But tying up my day like that was ridiculous!! We obviously had a lot of time to chat. Seems their new computer system is not up to par, and may not be until it gets a new upgrade hopefully in January she said. They went to a Microsoft system that requires a "refresh" or "update" after every item entered. So...you got 7 changes to make...it's going to update your ressie after each and every one rather than once at the end. Plus it's a much slower system to start with, plus it's new to all of them, so you can imagine the problems.

Another time (1st week of November) it took 2 1/2 hours for them to take one credit card number. The computer crashed every time she tried to enter a payment. We'd hang up and she'd call me back after it got rebooted a couple minutes later. Took 2 CM's, a manager, and tech support to figure it all out. Ridiculous? Yes. The CM's fault? Not usually, at least lately.

I suspect it has to do with the Magical Gatherings.

Am I naive, or is everyone "in the know" just pushing "1" even if they are not a party size of 8? Does that cut down wait time?

FYI...it's not us groups of 8 or more tying everything up. After we register as a Grand Gathering, they give us a separate number to use to call the Grand Gatherings coordinators. Unfortunately I called in on a weekend when that office wasn't open so I had to use regular CRO who are supposed to be able to do our regular stuff. But the 2 1/2 hour wait was with GG coordinators, so it's really no better. I suspect another poster hit it on the head....lots of folks were waiting for those codes to come out and are calling just like us. Also, lots of folks making last minute PS, adjustments, etc. for their Christmas trips!

The worst part about it is that it's long distance, too. I don't know why a resort the size of WDW wouldn't have an 800 number.

It's a business decision, really. We'll call whether they have an 800 number or not, so why should they pick up the cost of the phone calls?

Good luck and best wishes for short wait times for you all!
Katie

 

[epcotfan]

The worst part about it is that it's long distance, too. I don't know why a resort the size of WDW wouldn't have an 800 number.

Because if they did you would never be able to get through. People call up for all kinds of reasons such as asking about codes, descriptions, changing PS, getting a Disney fix, etc... Can you imagine the wait times if the calls were free?

I made a reservation for the Contemporary last week and it took almost a half hour. They ask for so much information now. The girl I had also seemed to have issues with the computer as she wasn't sure if it could take a Canadian address on the page she was on. Hopefully everything went through ok. That's the longest I've been on the phone with a cast member. Usually I'm only on for 3 minutes or so.

 

[QJ411]

Oh no, I though it was just my bad luck...each time I've called I've been on hold for quite a long time. Not just CRO, w/ WDW Dine, and w/ WDW Play. And each time, I want to throw the phone out the window with that survey they make me take each time!

And when the CMs do come on, they're not the friendliest of people anymore. (At least from my experience, I've had the pleasure of talking to CRO, WDW Dine, and WDW Play and I think right now, the CMs at WDW Dine are far sweeter than any other dept...but only by a margin)

But STILL, it's DISNEY...we have to push aside that "negative" energy and enjoy the Happiest Place on Earth.

 

[angc]

I was on hold for 1 hr. and 55 min. last week. Fortunately I was at home, so it wasn't a huge deal. Of course, I didn't have the toll free number, but do have unlimited long distance. It was worth it since I got CRT ressies only 14 days in advance! At the same time, no way am I calling again, what a pain.

 

[Lewski709]

Here they are:
800-828-0228
877-939-3732
use them

 

[QJ411]

Sigh...I feel bad for saying those mean things before. I just called WDW Dine again and I just pressed 2 and someone answered right away, I wasn't sure I pressed the right prompt, so I was shocked when she came on right away.

I explained to her that I may have pressed the wrong prompt and she said it was fine. This CM was very sweet and quite friendly.

I guess there's alway good ones and there's always bad ones...but this is the first time in a long time I encountered a good one.

Thanks for letting me vent!

 

[KathyTX]

Arggghhhh!!!

I agree with the frustrations about the wait times. I called to make dining PS twice last week. The first time was from home the day before I flew to WDW- on hold for over 20 minutes, just for dining PS!!!

The second time I called from onsite at the Yacht Club, trying to make last minute PS. I was on hold for ages, then put the phone on speakerphone while we were getting dressed. After 45 minutes, we hung up the phone and left, just taking our chances.

This system is so horribly bad right now, I don't know how they should fix it. I do hope that someone at WDW is listening- they put lots of effort into creating a magical experience, then they really blow things with this kind of (seemingly needless) frustration. Phooey.