Less than stellar Member Service call

[Hieraxx]

So we managed to cobble together a split stay together for this coming December, first time DVC stay as new direct purchasers at CCV. 2 nights at CCV, and after some stalking 1+3 nights at BWV. (same room/view type) .

So as happy as we were to get get this down to a single move from CCV to BWV thru stalking, when we called Member services to combine the 1+3 nights into a single Four night stay we were stonewalled

The rep barely spoke legibly , and said it couldn't be done period.... at first. Then admitted , well it could be done , but we would have to stay on the line.... ok ?
13 minutes of music later....we get a new response "the system is really busy right now so I can't do it. Do you want to wait 15 more minutes so she can try again ? "

We replied we would prefer her to mark the account/reservation as needing to be combined, and to please take care of it when convenient. Apparently (??) this is not possible ,we were told we would have to remain on the line, else it could not be done. "The entire process we would have to give acknowledgements"

Anyhow - we were not willing to wait 30 minutes (total) on the phone. and also surprised it could not be marked as "To Be Combined Later"

K swore I had seen other people remark when WaitLists came thru - that Two Matching-Room Types on consecutive nights were "auto-magically" combined by Reps, but I might be mistaken.

Ah well - it's not the worst problem to have to call back, but it seemed like less-than Magical support call -

Rant over - but here's to looking forward to walking to SWGE in mid-December.

 

[ScubaCat]

Just call back. The difference from one cast member to another is often remarkable beyond belief. Often, I feel like I called a completely different company the first call.

 

[crvetter]

If they combine it isn’t right away. It can take up to 24 hours. Generally I just request through the chat feature, they submit the request (I get the impression the people answering the phones don’t do it), and I’ve been told to give it 24 hours to combine. The whole process takes me 5 mins max.

As long as the same room, same guests, same lead, and same membership it shouldn’t be a problem.

 

[Madame]

So we managed to cobble together a split stay together for this coming December, first time DVC stay as new direct purchasers at CCV. 2 nights at CCV, and after some stalking 1+3 nights at BWV. (same room/view type) .

So as happy as we were to get get this down to a single move from CCV to BWV thru stalking, when we called Member services to combine the 1+3 nights into a single Four night stay we were stonewalled

The rep barely spoke legibly , and said it couldn't be done period.... at first. Then admitted , well it could be done , but we would have to stay on the line.... ok ?
13 minutes of music later....we get a new response "the system is really busy right now so I can't do it. Do you want to wait 15 more minutes so she can try again ? "

We replied we would prefer her to mark the account/reservation as needing to be combined, and to please take care of it when convenient. Apparently (??) this is not possible ,we were told we would have to remain on the line, else it could not be done. "The entire process we would have to give acknowledgements"

Anyhow - we were not willing to wait 30 minutes (total) on the phone. and also surprised it could not be marked as "To Be Combined Later"

K swore I had seen other people remark when WaitLists came thru - that Two Matching-Room Types on consecutive nights were "auto-magically" combined by Reps, but I might be mistaken.

Ah well - it's not the worst problem to have to call back, but it seemed like less-than Magical support call -

Rant over - but here's to looking forward to walking to SWGE in mid-December.

Use the chat or email. Both are more efficient for this sort of request.

 

[Deb & Bill]

Agree on using email to accomplish this. I've added guest names, requests and other info via email. I usually get a response of some sort back within 24 hours.

 

[CarolMN]

Agree on using email to accomplish this. I've added guest names, requests and other info via email. I usually get a response of some sort back within 24 hours.

Same here. I plan to have two December reservations combined some time soon. There's no hurry for December reservations and I've never had a problem getting it done accurately. Rather not call unless it's absolutely necessary.

 

[KAT4DISNEY]

So we managed to cobble together a split stay together for this coming December, first time DVC stay as new direct purchasers at CCV. 2 nights at CCV, and after some stalking 1+3 nights at BWV. (same room/view type) .

So as happy as we were to get get this down to a single move from CCV to BWV thru stalking, when we called Member services to combine the 1+3 nights into a single Four night stay we were stonewalled

The rep barely spoke legibly , and said it couldn't be done period.... at first. Then admitted , well it could be done , but we would have to stay on the line.... ok ?
13 minutes of music later....we get a new response "the system is really busy right now so I can't do it. Do you want to wait 15 more minutes so she can try again ? "

We replied we would prefer her to mark the account/reservation as needing to be combined, and to please take care of it when convenient. Apparently (??) this is not possible ,we were told we would have to remain on the line, else it could not be done. "The entire process we would have to give acknowledgements"

Anyhow - we were not willing to wait 30 minutes (total) on the phone. and also surprised it could not be marked as "To Be Combined Later"

K swore I had seen other people remark when WaitLists came thru - that Two Matching-Room Types on consecutive nights were "auto-magically" combined by Reps, but I might be mistaken.

Ah well - it's not the worst problem to have to call back, but it seemed like less-than Magical support call -

Rant over - but here's to looking forward to walking to SWGE in mid-December.

I've found that they need to speak to a lead or some other group to combine reservations together and yes, sometimes they get busy. But you can email to have this done too. I usually call because I usually want to make certain they are using the points they should be but email will work. You'll get a confirmation after it's been done.

The phone survey following the call is a way to indicate if you found the CM's interaction less than you felt it should be so I hope you had that option.

 

[Hieraxx]

Thanks for all the replies. Will give email and/or chat a try !

 

[bwvBound]

Yep, Chat is the way to go for combining the 1+3 into 4. Good luck!

 

[n2mm]

Op, I have to admit that I just hate calling MS. You just don’t know who’s going to pick up. I combine reservations often and the CM does have to get the support team to do it. But never takes more than 5 minutes. I think I had the same CM last week. I called to do a traveling with for a trip that is 4 days from now because my waitlist just came through. I have done things through email too

 

[_auroraborealis_]

Training is weak to nonexistent, and they are not supposed to admit they do not know something. It leads to odd answers.

 

[LauraLea]

Must be an IT issue. I had a waitlist come thru this week and was surprised it was not automatically combined with the 1 night I had booked. They have always combined them before.

Laura

 

[KAT4DISNEY]

Must be an IT issue. I had a waitlist come thru this week and was surprised it was not automatically combined with the 1 night I had booked. They have always combined them before.

Laura

They finalizing of a waitlist is done by a human. I've had them notice the existing reservation a few times but more often not and have to eventually call in to get it combined.