How responsive has member services been?

[vwlfan]

Just wondering. I sent an email question over a week ago and still no response. Question is innocuous and Not urgent anymore but I would like a response.

also booked a trip for next Easter ( I hope) Monday. Usually I get a confirmation right away. 2 days later and nothing.

i know they are very busy. Wondering if anyone else has encountered this.

 

[aokeefe]

It took at least over a week before I got a response to an email. You could always sent a message via the chat feature.

 

[js]

I called today, had a couple trips needing changes, canceled, points moved, was on hold less than eight minutes and had an excellent CM that even put me on hold to speak to a supervisor to see if extra transferred in points could be put into a different UY, without my asking.
Just call.

 

[heapmaster]

So far for chat 99% very responsive for me, I don't wait more then a few minutes. Only one day I had to wait about 30 min on chat.

 

[Sandisw]

It took about a week or so for my last email to be answered,

However, i did make an adjustment to my October reservation today and got the emails a few hours later

 

[GGGT]

Not sure of the details and the necessity of an email, but as others have offered, a call or chat might suffice. I use the chat feature in 95% of my communications with DVC with great success. They are prompt, pleasant, professional, knowledgeable and helpful.

Best of luck with your inquiry.

 

[Sandisw]

My recent email was about legality of closure so it was not one for chat as frontline CMs wouldn’t have the answe,

I sent another one this week with questions regarding policy and waiting on a response, Again, not something I expect a front line CM to be able to answer other than what I already know,

So, you right...if it about reservations or membership, chat works well!

 

[unwritten01]

I called on Monday and was speaking with a great CM in under 5 minutes. They took care of everything.

 

[dvcterry]

It took at least over a week before I got a response to an email. You could always sent a message via the chat feature.

I messaged via the chat and they told me to call MS as they could only answer general questions about park tickets, etc. I called member services and wait time was only two minutes, if that. I did email MS but figured it would take a while for a response, again, by the time I got off the phone, I received an email reply. It was regarding the same thing, confirmation email not received.

If you can see the trip on your dashboard you have a confirmation number. I did eventually receive the confirmation for the reservation.

 

[Sunshine22]

I sent an email on April 8 requesting my borrowed points from a cancelled reservation be put back in my 2021 use year, received a response on April 9 that they would move my points in 7-10 days. I actually waited 19 days to call after points had not been moved. It only took 5-10 min for my phone call to be answered, and CM put me on hold for another 10 min. to process my request. CM was very responsive. My guess is that they are overwhelmed with emails and requests for points to be moved and other requests and are trying to respond to everyone as quickly as possible, but some requests get "lost" in limbo for a while.

 

[Ariel 1715]

Just wondering. I sent an email question over a week ago and still no response. Question is innocuous and Not urgent anymore but I would like a response.

also booked a trip for next Easter ( I hope) Monday. Usually I get a confirmation right away. 2 days later and nothing.

i know they are very busy. Wondering if anyone else has encountered this.

I had an email response that took about a week. Try the chat it is much quicker if it is something they can answer! Hope you get an answer soon!

 

[gharter]

In the past emails could take several days. Now, I would expect longer.
Spent under 10 minutes on hold to talk to them over the weekend.

 

[npatellye]

I had a 20 minute hold on Friday afternoon and a 3 minute hold on Saturday afternoon (today). However, my call today took over 45 minutes since the CM had to talk to the back office because the CM who booked my reservation yesterday borrowed over 50% of my points from one contract and none from the other contract. They eventually fixed it all but I wouldn’t even have caught that if I hadn’t randomly gone in to make sure they borrowed correctly.

 

[Sandisw]

I just got a response from my email earlier in the week today...so it was less than 7 days.

 

[YeOswaldianSociety]

I called about a week ago to change my June plans. I switched my points from one resort to another and it was all done in about a half hour total. I was utterly surprised it went down so smoothly and on a weekend no less. I'm not sure about others experiences but mine was quite good. Now I just hope the parks or a least a bit of the parks are open for me and my wife on June 21st of 2020. We shall see like all of you.