Is it just me, or is MS going nuts with their phone menus?

[beachblanket]

O.K. bear with me on the details here.

I've been doing a day-by-day ressie for an extended stay since last week. As is my normal approach, I called MS a few days before that started just to make sure I knew the phone menu prompts (ergo, what keys to hit and when so I could get to a CM as quickly as possible when calling, since I'm booking at a popular resort during a holiday period ).

Fine - but on the first day I called to start that day-by-day, to my surprise the menus had changed, which resulted in a delay in getting to a CM (not a crisis, I wasn't calling for breakfast in the Castle, but still annoying).

So I noted the new phone menus.

When I called back the next day, they had changed again - resulting in more delays in getting to a CM (by virtue of having to listen to the whole blathering menu). As example, when I called on the first day, after the "welcome to Disney Vacation Club" schpiel, hitting 1 got you to member services.

But on day 2, that had changed - 1 now sent you to dining (which I discovered to my annoyance after hitting it).

Suffice to say that I just completed the sixth day of my reservation, and the menu has been different every single day. Even more annoyingly, they seem to be changing it after hours, so you can't do a dry run "test" of the full menu before calling (at some point in the menu tree you inevitably get the "welcome to member services, our office hours are...." schtick, which dead-ends you (you can't determine what the subsequent prompts would be if MS was open).

Sorry for venting here, but I'm just curious if anyone else has encountered this and if there are any explantions for what is going on!

 

[Starr W.]

I am planning on calling MS in the next couple of days(NWA changed our flight number, so I have to update DME) I'll listen for the menu and let you know!

 

[dis-happy]

On Wed. I hit 1-1 to get to MS for a room ressie.

On Thursday (yesterday) I hit 1-1 and ended up with dining. Ooops!

It will be great though if they have MS people who do nothing but dining for us.

 

[beachblanket]

On Wed. I hit 1-1 to get to MS for a room ressie.

On Thursday (yesterday) I hit 1-1 and ended up with dining.

The exact same thing happened to me, and the dining CM who answered sounded as if she was already tired of getting these "misdirected" calls!!!

 

[Squidrific]

The exact same thing happened to me and I got dining. The CM informed me that DVC is now having their menu send people directly to the main disney dining call center. This has been a pain for them because they can't transfer you back to DVC, they have to tell people to hang up and call again and listen to the prompts. She said a lot of DVC people have been getting very upset with them.

 

[dianeschlicht]

The exact same thing happened to me and I got dining. The CM informed me that DVC is now having their menu send people directly to the main disney dining call center. This has been a pain for them because they can't transfer you back to DVC, they have to tell people to hang up and call again and listen to the prompts. She said a lot of DVC people have been getting very upset with them.

I can understand that. I always make sure I listen to the main menu of ANY phone tree when it's been awhile since using it. I know businesses are prone to changing them on a whim. Hopefully this will be staying the same for awhile now. I know the changes occuring lately have been the first ones I have seen in 10 years of membership. OOPs, second one....We had one number change a year or so ago too.

 

[dis-happy]

The exact same thing happened to me and I got dining. The CM informed me that DVC is now having their menu send people directly to the main disney dining call center. This has been a pain for them because they can't transfer you back to DVC, they have to tell people to hang up and call again and listen to the prompts. She said a lot of DVC people have been getting very upset with them.

Darn, no MS dining line after all.

BTW, the dining CM who answered my call was very nice. She made it sound like the phone system was the problem, not me, who didn't listen to the whole menu choice two days in a row in order to hit the right number. And she was able to transfer me back to the DVC main menu. When I listened through the second time is when I found my mistake. As usual, I guess it just depends on the CM you get....

 

[spaddy]

Called just now and hit 1-1 and got dining also. I called back and did 1-2 and got MS. MS told me that 1-1 should be right. I guess even they dont' know about it. Also, on the main page of dvcmember.com it say 1 for MS.

 

[dis-happy]

Yesterday it was 1-3 for me to get to MS ressies.

Will be interested to hear what it is tomorrow.....

 

[dianeschlicht]

I called today, and if you listen to the "our menu has changed" it tells you that the change was made on March 19. Then it comes on again and gives the new menu. No excuse for not listening to it that way.

 

[spaddy]

I know it has changed at least 2 times since the 19th...sounds like 3 times. I can't tell if it is a glitch or they actually mean to be changing it that many times.

 

[mjy]

I don't know WHAT you people are talking about. The menus are the same as they have always been. You must be hearing things wrong.

Excuse me . . . I've got to go take my medication now.

Yes, I, too, have been calling the past couple of days and have met many an interesting person as the numbers seem to mean different things from hour to hour.

Hopefully someone will find a jar of pixie dust, pour it over their computerized center, and make all things right again. Or, at the very least, more predictable.

 

[wdwstar]

i just called alittle while ago and had to press 1,1,2 to get MS ressies, then i asked if i can still make dining ressies thru her and she said, yes. no switching to the dining line. maybe because i was booking my ressies and MS can still book dining if your booking a room.

 

[drusba]

Does anyone else pine for the days when business phones were answered by human beings? The magic combination to MS ressies at this moment is 1-2. When I called two days ago it was 1-1. Before March 19 when the supposed change went into effect it was 3-3.

 

[shellbelle1971]

It's driving me crazy, too. Hopefully they can find a workable version soon and stick with it!

 

[beachblanket]

I called today, and if you listen to the "our menu has changed" it tells you that the change was made on March 19. Then it comes on again and gives the new menu. No excuse for not listening to it that way.

As previously pointed out, the menu has definitely changed at least twice (and per my count, three times) since the 19th, so that recording on the beginning of the MS phone menu (which yes I've heard, and per my notes didn't even appear until the 21st) is wrong.

 

[beachblanket]

The magic combination to MS ressies at this moment is 1-2.

Well, it's changed yet again - I called MS right at 9am EDT today (3/23), and the magic combo is now back to 1-1.

They've also re-done the menu description scphiel you hear after the first 1. Dining is now the first choice they walk you through, and the schpiel on that now specifically indicates (if you are listening carefully) that if you hit the dining key (which was "1" yesterday, but is now "6" - perhaps just to keep us all on our toes they'll change it to "3" tomorrow ), you will be sent "outside" DVC to Disney Dining. Me smells some subtle "CYA" going on here!!!!

 

[drusba]

The next thing I see happening is that we call, hit 1-1, and be transfered to Dell Computer's technical support line and be put on a 60 minute hold.

 

[ParrotBill]

It will get better. Next up:

"Please enter your 12 digit member Id number, followed by the pound key"

"Please enter your home telephone number, starting with area code"

"If you have a reservation number, please enter it now, followed by the pound key. If you don't have a reservation number, just press the pound key."

"For identification purposes, please enter the last 4 digits of your social security number"

"Thank you. Disney Vacation Club representatives are busy planning magical vacations for other guests. Your call will be answered by the next available representative."

(repeat 20 times at 30 second intervals.)

"Hello my name it Rita, may I have your member ID, last 4 digits of your social security number, home phone number, and reservation number please?"

 

[loribell]

You all realize that they are doing this because we never listened to that message for all these years that told us the menu had recently changed don't you?!?! They are just checking to see if we are really listening to it!