In General -

[Luv2CtheMouse]

Are you impressed or under-impressed with Member Services and how things are handled when you call or have a question?

I am not wanting to start a riot I am just curious.

I have had two issues, both of which are unresolved. I do not want to go into specifics, I just wondered how others are feeling about processes and MS.

 

[Sandisw]

So far, all my experiences with MS have been wonderful. I have only been a member since 2009, but any communications I have had were fine.

I did have a problem with getting a reservation converted from a 1 bedroom to a 2 bedroom in October when the new reservation system was being set up and it 2 weeks to resolve. However, MS assured me each time I called that the room was on hold and that it was mine (even though I couldn't see it).

I'm sorry that you haven't had such luck.

 

[mdsd8700]

We have only been members since last June so we don't have a lot experience with MS. However I have twice had points which I banked unbanked by some error or computer gliche Each time I had to call MS to resolve the situation and they were always curteous and professional helping to correct the error. As well anytime I have made reservations they have been great. So far so good for us.

I am sorry to hear that you had some issues and hope they are resolved sooner than later.

 

[DVCconvert]

In General?
I've been very happy with MS.

 

[OKW Lover]

We've been members since 1995 and have been nothing but impressed with Member Services.

 

[bobbiwoz]

In the past week, I've made 3 new reservations with MS, and in 2 of the cases, things had to be cancelled before booking the new reservation. All 3 times I have been very satisfied with the service I've received and the knowledge of the CM's. In each case, there was no wait time before I talked to a person.

I have been very pleased overall and most recently, I've been extremely happy!

Bobbi

 

[ToddyLu]

Impressed.

 

[Deb & Bill]

You've missed the other survey posted about mistakes made by MS. Over 92% of members responding had no problems with MS.

 

[Buckeye Fan]

No complaints here. I've had issues in the past, but all have been resolved to my satisfaction.

 

[DebbieB]

In over 11 years, I've only had 1 issue with MS. They borrowed points when I had plenty of current points. I was able to get it corrected in a couple of days.

 

[JBx3]

Never an issue and always very helpful

 

[bumbershoot]

I had been impressed.

Now it's starting to change.

It's mainly b/c of this ridiculous thing of keeping the same reservation number even for multiple reservations. Bleah. (I recognize that it works well for many other people...I just want to opt OUT of it)

First part of our stay we have 8 people:

me
husband
son
aunt
cousin
her husband
their son
their daughter

Second and third parts of our stay, we have 3.

me
husband
son

Our son has a hyphenated last name (DH and I each kept our own).

On the most recent confirmation, this is the list.

me
husband
son mylastname-DHlastname
aunt
cousin
her husband
son's first name spelled wrong DHlastname
their son
their daughter
son mylastname


The most recent lady took DS with first name spelled wrong OFF the list, but insists that it's proper for him to be on it more than once, because he's in more than one room.

Uh, OK, well, why aren't hubby and I listed 3 times, then?

She brushed off that question entirely, refused to think about it.



They are all very chipper though!

 

[Dean]

Overall I think they do a very good to excellent job but they are not perfect. Some CM at times seem to be ignorant of some rules and some tend to impose their view over the rules. These are by far the minority. However, it's been my experience that DVC tends to come through even when there are issues initially. Most unresolved issues tend to center around impatient owners, the owners lack of understanding of the rules and unreasonable expectations. For example, say there's a mistake regarding a CC and a credit is issued. One will get the standard "1-2 billing cycles". Often members will demand that it happen sooner but even if the mistake was on Disney's part, this is not an issue they have control over.

 

[SusieBea]

We've been members for 18 years, and the only problem I've ever had was when I'd get a CM with a thick accent who I could not understand. Then, of course, I could simply end the call and call back.

 

[dianeschlicht]

We have been very happy with MS. It's the Technology issues that we are not happy with! If IT really understood the program they were designing for (DVC) it wouldn't be an issue, but their IT people don't see to have a clue how this SHOULD work. I don't blame the MS folks for that...I blame the IT people!

 

[Luv2CtheMouse]

Thanks to those who provided a valuable point of view.

I am a new DVC member (only a year) and have ran into several issues. One issue was pretty big and it took my escalating up two levels to get it resolved. That was not the issue as much as it took 3 months to get it fixed.

The manager was very professional about getting it resolved, but the CMs at MS were very unprofessional at times when giving me "excuses" (confirmed by the manager they were excuses).

The issue is now resolved, but it was a big enough issue that I will not buy any more contracts.

 

[Luv2CtheMouse]

We have been very happy with MS. It's the Technology issues that we are not happy with! If IT really understood the program they were designing for (DVC) it wouldn't be an issue, but their IT people don't see to have a clue how this SHOULD work. I don't blame the MS folks for that...I blame the IT people!

Agreed, to a point. It is not MS fault that IT is clueless, but saying "I dont know" for 3 months is not okay when I am paying for 1000 points a month.

 

[staceymay00]

So far so good for us. We became members about a year ago.

 

[Dean]

Thanks to those who provided a valuable point of view.

I am a new DVC member (only a year) and have ran into several issues. One issue was pretty big and it took my escalating up two levels to get it resolved. That was not the issue as much as it took 3 months to get it fixed.

The manager was very professional about getting it resolved, but the CMs at MS were very unprofessional at times when giving me "excuses" (confirmed by the manager they were excuses).

The issue is now resolved, but it was a big enough issue that I will not buy any more contracts.

My experience is that legitimate issues are rarely so difficult to correct and that things that are that difficult are often not clearly on DVC's side and end up being "corrected" to placate the member. Without knowing specifics it's hard to make further judgements.

 

[disneynutz]

After many years of being a member family we have learned a valuable lesson. The problems at the resorts and with MS increase with use and with time.

We are a very active member family with 26 contracts and over 6 stays at WDW per year. A couple of years ago MS and the resorts seemed to do a better job. If a mistake was made, making things right was their top priority. Gift baskets, free food, room credits and once we were taken to lunch by a MS Manager who wanted to know more about a recent problem that we had. Now they act like mistakes are so common that they don't understand why you would be upset.

The growing size of the membership seems to have put a strain on customer service and the resorts and MS's ability to provide a consistent, high quality product. WDW and Disney is still a wonderful diversion from the problems in our day to day lives, but as time goes on, the negative changes are becoming more noticeable.

Bill