Is Member Services Currently Being Outsourced or Just Poor Internal Communications?

[kmorlock]

By now we know Moolight Magic is being offered again. The email came out Tuesday. I called Wednesday and MS agent repeatedly said there was no official word on it. She asked where I got my information and put me on hold to “verify”…even at the end of the call, she said keep watching and hopefully MM will return. Today, Thursday, I called to have my convoluted waitlists noted because they were made before I had reservations to replace them with. I literally felt like 5 years old getting admonished for calling. Then the agent emphasized several times that the WL was a contract and I’m agreeing to it and my reservation will be automatically canceled if a match is made. Then she said that I’m really just waiting for someone else’s medical emergency or change in schedule and most cancellations won’t happen until 31 days out. She also kindly told me to forget about WL and just get a “roof over my head”. I haven’t had a need to call in for months but, these calls kinda felt off. The agents were hard to understand and stumbled a lot with facts about how the reservation process works. The first one even said that you must have a resort reservation on the date if the MM to reserve your spot at MM if they end up bringing it back( which DVC had already announced).

 

[RoseGold]

I've spent hours and hours on the phone with many agents about the resale borrowing "glitch." It's not like the person on the phone can do anything about it either, and they've been frustrated too.

 

[kmorlock]

I've spent hours and hours on the phone with many agents about the resale borrowing "glitch." It's not like the person on the phone can do anything about it either, and they've been frustrated too.

This wasn’t about the glitch. It was about an official announcement from the day prior that the agent had no knowledge of and insisted I was wrong. The second agent was abrasive and over complicated simply noting my waitlists and insisted she could not see all of my reservations even though they are all under the same member ID.

 

[_auroraborealis_]

por que no los dos?

 

[Sandisw]

Lots of new CMs and not sure they have been trained as well as they should. I realize you would think they would have been informed of the fact Moonlight Magic is back, but CMs are not always kept in the loop right awa….can’t say how many things my DD found out other ways when she worked for Disney vs getting the update internally.

 

[RivShore]

This is from a while ago but some were outsourced back then...

https://www.disboards.com/threads/planet-money-report-on-disney-dining-call-center-cms.3815601/

 

[TomorrowlandOfYesterday]

Member Services was literally in a little building off of I-4 in Celebration. If they didn't outsource when they were working in an office, I doubt they would be doing it now. Most likely an uninformed CM who doesn't read their emails.

 

[New Mouse]

Disney furloughed (laid off) many veteran trainers and cast members so there is Noone to to fill those significant knowledge gaps.

 

[kmorlock]

Disney furloughed (laid off) many veteran trainers and cast members so there is Noone to to fill those significant knowledge gaps.

Absolutely spot on and so sad too. The experience they had was gold and to let it go was wrong.

 

[Shellyred8]

The first one even said that you must have a resort reservation on the date if the MM to reserve your spot at MM

Actually, this part is true. It says this in the "How to Register" section for Moonlight Magic on the DVC website.

 

[DisBuckMan]

The agents were hard to understand

Have definitely noticed this as of late, calling both MS and AP lines.

 

[DonMacGregor]

Actually, this part is true. It says this in the "How to Register" section for Moonlight Magic on the DVC website.

Actually, that's not quite what it says:



You only need a Resort hotel reservation to qualify for early registration (tomorrow for example for Epcot), but all eligible members, aka "Blue Card" members (including those without any resort reservation) can register starting on March 8th (two weeks from tomorrow). Now, all spots may be gone by Tuesday, but you absolutely aren't required to have a resort reservation (although you may "need" one).

ETA: Fixed the dates.

 

[DisBuckMan]

Actually, that's not quite what it says:

View attachment 649064

You only need a Resort hotel reservation to qualify for early registration (tomorrow for example for Epcot), but all eligible members, aka "Blue Card" members (including those without any resort reservation) can register starting on March 8th (next Tuesday). Now, all spots may be gone by Tuesday, but you absolutely aren't required to have a resort reservation (although you may "need" one).

March 8th is two weeks from tomorrow.

 

[Shellyred8]

Actually, that's not quite what it says:

View attachment 649064

You only need a Resort hotel reservation to qualify for early registration (tomorrow for example for Epcot), but all eligible members, aka "Blue Card" members (including those without any resort reservation) can register starting on March 8th (next Tuesday). Now, all spots may be gone by Tuesday, but you absolutely aren't required to have a resort reservation (although you may "need" one).

Thanks for the clarification!

 

[DonMacGregor]

March 8th is two weeks from tomorrow.

You're right, my bad. The point remains the same. You don't "need" a resort reservation to be eligible to attend MM, just eligible for perks.

Fixed the dates.

 

[Thumper99]

You're right, my bad. The point remains the same. You don't "need" a resort reservation to be eligible to attend MM, just eligible for perks.

Fixed the dates.

Ok so you're saying you can book the event without having a resort reservation, but you can't book it when early registration begins right? Doesn't that mean you have limited availability. I thought in the past they were all gone by the next round. I know it used to be very stressful to get a reservation and that was for people WITH DVC resort reservations. Hope that has changed