Long hold times?

[delmar411]

I haven't called member services in a long time but I have to call today and I've already been sitting on hold waiting to talk to someone for over 30mins! Is something going on? I have never waited more than a couple mins before.

 

[lovewdwdvc]

The last time I called I think that the wait was 17 minutes. Great service when I got to talk to someone though

 

[disneynutz]

Welcome to the new DVC Member Services!

Bill

 

[JamesA1]

Called tonight to make a change our reservation. Was quoted a 40 minute wait time which turned out to be 30 minutes. Wait time might have been long but the representative was very helpful and accommodating.

 

[CarolMN]

It's the 7 month window for the week between Christmas and New Year's - lots of members trying to move around. This time of the year has always been a busy time for MS. Add in the problems some are still having with MDE, and you have the explanation for the longer hold times.

 

[ErinC]

I've called twice this week, once was a 20 minute wait, and today was 30+ minutes. Total call time ran 40-50 minutes for each call. The service I received was great with each call. Just took forever...

 

[M5ward]

The long wait times have been going on for months and months now. It seems obvious that there are fewer CMs to answer phones at most Disney numbers...that includes dining, Member Services, and Tech Support.

 

[drusba]

The long wait times began last September right after MDE went into full operation, including being able to make FP+. The DVC line soon had a separate prompt for members calling about MDE and FP+. Situation has been unclear but apparently a number of those answering for DVC became designated for answering for MDE problems, at least from members, and there may also have been a staff decrease. In any event, the situation has been abysmal since then and DVD, despite complaints, has done nothing to resolve the problem.

 

[KAT4DISNEY]

The long wait times began last September right after MDE went into full operation, including being able to make FP+. The DVC line soon had a separate prompt for members calling about MDE and FP+. Situation has been unclear but apparently a number of those answering for DVC became designated for answering for MDE problems, at least from members, and there may also have been a staff decrease. In any event, the situation has been abysmal since then and DVD, despite complaints, has done nothing to resolve the problem.

Which, IMO, ought to be pushing Disney to take over assisting with MDE, MM+ (FP+) questions. DVC owners should not be paying for troubleshooting the new system.

 

[disneynutz]

There may be several things happening here.

This might be DVC managements way of getting members to book online.

The new VP in charge may have decided that a 30 to 40 minute wait is acceptable.

Since MS is funded out of the 12% management fee, maybe this is his way of reducing MS costs and increasing their profit.

Bill

 

[delmar411]

I had to call back this morning and waited just shy of 20mins. If I didn't have to call in I wouldn't.

 

[Tink6666]

My wait yesterday afternoon was 20 minutes. DH was a bit upset it took so long, but I had good service once they answered.

 

[DvF Diva]

I don't think I've experienced a wait less than 35 min in my 10 months, so far, as a member.

But just this morning, I called at 859a and got through at 901a. Whoo hoo!