I Just Don't Get It!

[disneynutz]

Need to vent so please bare with me.

The ability to pay dues via the member website has been down for several weeks, I discussed this with member satisfaction and was told "yes we have website problems, anything else I can help you with?"

Today I tried to pay again, dues for VGF are late on 12/15 and it is still down so I call and wait on hold for several minutes. I finally get a live person, they confirm that the website has been broken and that someone is working to get it fixed before the rest of the dues are due. She apologized for the inconvenience and the wait and mentioned that they have been really busy since the website broke.

Here is my issue, stop cold calling members and assign more help to member accounting. Websites don't just break, someone did something to break it.

Stop introducing new and fix the old first.

Bill

 

[bumbershoot]

Websites don't just break, someone did something to break it.

Stop introducing new and fix the old first.

Bill

I have a feeling one happened because of the other.

 

[BestDadEver]

They can't just take yor payment over the phone

 

[rkold]

That is so weird because I just paid our 2013 dues for VGF on the website this afternoon. I'm assuming it must have worked because we got an authorization # and it's no longer listed as due on my account. ;

But I definitely agree with you about working to fix things that are broken before making cold calls!

 

[disfanforlife]

Are you talking about monthly payment? I hope so because I just pay mind once a year and I didn't think that they were due yet.

 

[disneynutz]

Are you talking about monthly payment? I hope so because I just pay mind once a year and I didn't think that they were due yet.

VGF dues for 2013 were due on 12/1 and late on 12/15. This was for VGF only so don't worry.

Bill

 

[disneynutz]

That is so weird because I just paid our 2013 dues for VGF on the website this afternoon. I'm assuming it must have worked because we got an authorization # and it's no longer listed as due on my account. ;

But I definitely agree with you about working to fix things that are broken before making cold calls!

It may work for some but not all, it may also be because we have several contracts.

Bill

 

[disneynutz]

They can't just take yor payment over the phone

They can and did but you have to wait in queue and we pay for the website to work, calling costs more and ties up a Member Accounting CM who has better things to do.

Bill

 

[McCrae]

Sounds like this is a software problem probably caused by a change in operating system.

For example this website has not been adjusted yet for the recent IPAD update and is not fully compatible.... You cannot use the quick reply option.

This would explain why it would take time for Disney to fix. Not only do they need to create new software.... They also have to test it offline to make sure it has no bugs.

 

[WMorganS]

They can and did but you have to wait in queue and we pay for the website to work, calling costs more and ties up a Member Accounting CM who has better things to do. Bill

Just curious... does anyone have any idea how much of our dues go toward managing reservations or even IT in general?

 

[crisi]

Just like the phone queue, there is a bug queue for Disneys IT department. They get prioritized and worked in the order that management believes is causing the most impact. Some issues sit in the queue for years before someone finally pipes up with "honestly, we've lived with that for six years, we aren't going to fix it, it will NEVER be a priority." For some reason, this issue either is taking a while to solve, or is lower in the queue and hasn't been assigned resources it to solve it.

My guess is that whatever is broken broke things with far more impact - if it has to do with payments - legal and regulatory impact - than being able to pay dues through the website.

I send DVC a check in the mail January - it still works, I don't need to wait on the phone or deal with the website. (Well, I really set up a check to be sent through Bill Pay, but since DVC doesn't do an EFT, they get a paper check).

 

[marlouwrig]

We have two contracts and I can't see anything relating to our membership on the website when I log in. I can't check availability, make reservations or even see existing reservations and no contract details whatsoever.

It was working OK when I made my last reservation on November 2nd but since then kaput. Very frustrating Perhaps I was the one who broke it. DH says I am death to anything IT related

 

[disneynutz]

Just like the phone queue, there is a bug queue for Disneys IT department. They get prioritized and worked in the order that management believes is causing the most impact. Some issues sit in the queue for years before someone finally pipes up with "honestly, we've lived with that for six years, we aren't going to fix it, it will NEVER be a priority." For some reason, this issue either is taking a while to solve, or is lower in the queue and hasn't been assigned resources it to solve it.

My guess is that whatever is broken broke things with far more impact - if it has to do with payments - legal and regulatory impact - than being able to pay dues through the website.

I send DVC a check in the mail January - it still works, I don't need to wait on the phone or deal with the website. (Well, I really set up a check to be sent through Bill Pay, but since DVC doesn't do an EFT, they get a paper check).

I like using a credit card for a $150 savings.

Bill

 

[automaticsoap]

VGF dues for 2013 were due on 12/1 and late on 12/15. This was for VGF only so don't worry.

Bill

My account says that the payment due date is 12/15, with 12/29 as the past due date.

 

[disneynutz]

My account says that the payment due date is 12/15, with 12/29 as the past due date.

That was another complaint that I had. On my dues page it said different dates, check your dues page. When I reported it the response was, "yes it's all messed up".

The feeling that I get from the CM's is that they are as confused and annoyed with the problems as we are but like us, they are just along for the ride.

Bill

 

[crisi]

I like using a credit card for a $150 savings.

Bill

Yes, but Disney has provided an alternative method - they'll take a check in the mail, therefore this website problem is not a big deal from their end. If it was costing THEM $150 a transaction, then it would be a higher priority. Or if they couldn't take payments at all.

 

[Snurk71]

Yes, but Disney has provided an alternative method - they'll take a check in the mail, therefore this website problem is not a big deal from their end. If it was costing THEM $150 a transaction, then it would be a higher priority. Or if they couldn't take payments at all.

And as you know, taking CC payments actually costs Disney with the processor fees.

I won't be surprised if someone next asks how much of our dues are paying for Bill to pay his dues via CC.

 

[GrumpyPOTFH]

Web site problems? Maybe the should give a call to the President, he is good at fixing broken web programs!

 

[jdkdorn]

Now my dues page shows nothing at all. Not this years or next years. I went to the FAQ and it says if blank you may have an issue with your account. I figure I will ignore that since it was fine two weeks ago. Maybe it is because they took out my fees today from my checking account.

 

[Minniesgal]

Yes, but Disney has provided an alternative method - they'll take a check in the mail, therefore this website problem is not a big deal from their end. If it was costing THEM $150 a transaction, then it would be a higher priority. Or if they couldn't take payments at all.

Except foreign owners which there are a lot of can only pay by credit card so they will have to get it sorted out.