Its kind of sad!!!!!

[browniemtb]

It really is....Every time I call MS its like rolling the dice lately. Some CM are very helpful, others could really careless. Thats what I got this morning...I had to repeat questions to get anything out of her. I'm new to this DVC stuff and I kind of expect MS to be a bit more helpful then they really are.
Brownie

 

[vascubaguy]

It really is....Every time I call MS its like rolling the dice lately. Some CM are very helpful, others could really careless. Thats what I got this morning...I had to repeat questions to get anything out of her. I'm new to this DVC stuff and I kind of expect MS to be a bit more helpful then they really are.
Brownie

Monday mornings are an extemely busy time for MS. They want to get your call handled and move on to the next. I personally haven't had any trouble with calls to MS (other than not getting thru on Monday mornings), but I have found that later in the week the MS reps are more "friendly" and "chatty".

Just my experiences...

 

[greenban]

It really is....Every time I call MS its like rolling the dice lately. Some CM are very helpful, others could really careless. Thats what I got this morning...I had to repeat questions to get anything out of her. I'm new to this DVC stuff and I kind of expect MS to be a bit more helpful then they really are.
Brownie

Also, some DVC advisors know what their talking about and some don't. Anytime I'm told something can't be done (Bank transferred points for example) I no longer waste my time or theirs, I thank them, then I hang up and call again, and hope I get an 'owners DVC Advisor', not a 'renter's DVC Advisor'!

I have a list of 'qualified' advisors I ask for when doing complex reservations, like Home Advantage Booking linked to a DVC Cash Discount (for weekends) and then a 7-month any resort booking extension of the above ressie. I also send email thnaks for their efforts!

-Tony

 

[T.E. Yeary]

Tony- what are the chances of getting you to share your list???

 

[spiceycat]

I don't have list.

but if there is a problem I also hang up and call later.

first question - 'how long have you been there' - if they say 10 years or longer - great!!! you know what I need. If 5 years - they may need a little help. If less than a year....sorry and hang up and try again....

i have been told it was impossible to do something I knew they could do....a more experience MS helped to do it...

Tony your method is much better!!!

WDW is 34 years old....some of these MS have been with Disney since it started and are now retiring...

this is participated bad for us because MS originally had some of the best and I mean Best CM at DVC....now we get what WDW gets - and some are great - but others need to be there for a few years to even half way understand the system....it is very complex.

they can do the simply things but any request out of their basic manual and they get lost.

some are nice and will admit that they don't understand what you want - others will get hostility....that is the way people motions work....

 

[dianeschlicht]

I've never had experience with a bad cast member at MS, but then I did a LOTof research before I made that first call to MS. I think the new guidebebooks are part of the problem. Our old ring binder guidebook had ALL the information you could possibly need, but these new ones just have so little information in them, that newbies can easily get confused about what they can and can't do.

 

[J and R's mom]

I've had the same experiences. Sometimes I call and get GREAT and helpful CMs. Other times they just want off the phone. And other times they fall somewhere in-between. I agree with vascubaguy, though, calling later in the week will help some...or at least later in the day.

And like a few other posters, when I'm told something can't be done (and I'm pretty sure that it can), I'll call back at least once to see if another CM gives me the same answer. I think I'll start asking how long they've been at MS from now on as well.

 

[greenban]

Tony- what are the chances of getting you to share your list???

Please note: I never had a 'BAD' Advisor, never once rude, or hurried, but I have my share of uninformed Advisors....

My top Advisor List: (Only 'cause YOU asked Tom!)

GLORIA - The absolute greatest, a 10!
TIFFANY - The absolute next greatest, 9.99 on a scale of 1-10
TARA - As good as they get.

I'm missing two names, that I don't have on the tip of my brain. These three can do anything (that's allowed) and can explain, when others can't, why a particular transaction can or can't work. Finally, they have never had to put me on hold and talk to a supervisor to figur it out.

The latest example. A new SSR owner and I agreed to a point transfer. MS kept telling him, he couldn't transfer to me because I had transferred out.

Actual truth, last UY I had transferred out. I had only transferred in this UY.

Next Advisor, said, oh, He (me) is only allowed one transfer in any direction during a UY.

Finally, I called my A-Team (above) and it turns out the new member doesn't close until the end of March. So while he can make a ressie, he can't bank, borrow or transfer until after closing!

I got involved, because the answers my new SSR owner was getting from MS made me look incompetent, plus I have a need for those points. (At least I did, the next day my OKW resale closed!). Fortunately, this guy trusted me, instead of breaking off the deal, because I didn't know how to transfer!

-Tony

 

[Doctor P]

I have had very good luck with Jamie. She has handled a few complex transactions and been very professional and accurate. She also straightened out the one points discrepancy we had in our account due to problems related to Hurricane Francis. I've never asked for her, but I am very happy to hear her voice when she comes on the line because she is awesome at doing her job.

 

[Aneille]

I got someone the other day that was a DVC owner at MS and she was extremely helpful to me. I can't remember her name though. But she was able to "fix" something that I didn't understand so I am sure if I had got someone else not so knowledgable it may have been a much longer call. It was about 15 minutes anyway!

If that person is out there, thanks again!

I've also got a few new people but none have been rude at all. They just said let me ask someone and did what needed to be done.

I've worked in a call center before and I hated being new but I was always appreciative of the people that were patient and understanding when I needed to get help to help them.

To the OP: I am sorry you've had such bad luck lately. Hopefully it was just because you were calling during a busy time.

 

[dvcmomdeh]

I'll second the "GLORIA IS GREAT" comment.

She was extremely helpful last Friday when I was working on plans for this coming summer. She was very concerned that this trip be a good one because the last one wasn't. Thanks to Gloria I am hopeful that my nephew's second trip to see Mickey will be a memoriable one.

 

[T.E. Yeary]

Thanks Tony, I think these girls are going to be VERY busy!

 

[dbm20th]

I am new to DVC, and so far I have been less them impressed by MS. Here's an example (and this is just one time)....

A few weeks ago I asked three questions in one email. One about AP's, one about cash reservations, and one was simply asking when I should be getting my membership card. The CM answered by telling me to expect my card soon, and to call WDW about cash ressies (not answering the question or even attempting to) and to call WDW's ticket line for questions about AP's which is really silly considering that the AP discount is a DVC thing. I wrote back and politely thanked the CM for answering one question, and then told the CM that I hope to find someone more helpful in other places at WDW to actually answer the questions. Ten minutes later, a different CM emailed me with amazingly helpful and in-depth answers to the two questions. Now how annoying is that?