Long Waits MS Phone Lines Everyday

[Lasrnw]

Does anyone else have a problem with waiting 20 minutes to get someone on the phone from MS? I never remember waiting 20 minutes to get someone on the phone from reservations before joinging DVC.

 

[CarolA]

I rarely wait 20 minutes. Of course I always call in the afternoon.

I think the problem is the seasonal nature. So it's hard to staff up so there is no wait now because then in a few weeks when the Christmas/New Year's rush is over we would be paying for folks to sit around... (and if you want to wait 20 min for CRO wait until the morning the AP discounts are released LOL!)

 

[poohbear7]

I had a 10 minute wait time each time I called today. I never had this in the past just this last month.

 

[Happy Birthday Cat]

There are certain times of the year when you just have to expect the long wait. Most times I get right through. Even when we booked Thanksgiving last month I didn't have to wait. Today was another story...... but one that I expected.

HBC

 

[Buzz's Buddy]

We're in the process of booking our stay at SSR for the upcoming Christmas week. When my wife called last Tuesday, the message said the wait would be approximately 20 minutes. She actually timed it and it only took 9 minutes.

When I called on Friday, at about 9:40am, I had a 5 minute wait (according to the message) and this morning, I had a 6 minute wait. Now I didn't actually time the calls but I'm sure i didn't wait any more than that.

 

[rkdahl]

I think we (members) are to blame vs members services for a lot of this excessive hold time. After reading some of the DIS threads, there seems to be more calls and queries than I ever expected by some DVC members. The calls with trivial questions that could have been found be reading our DVC paperwork, the constant daily calling for these day by day reservations, the calls making multiple updates to preferences, etc. I think we bring a lot of this on ourselves.

We typically require reservations maybe twice a year going to DVC on average, and then maybe sometimes booking a DVC cruise. I'd say on an annual basis I call member services a total of 6 - 7 times a year to handle these reservations and all other DVC issues. I think some of our members call member services 6-7 times a week!!

Am I wrong here? Or is my perception of these various threads all messed up?

In any case we should challenge ourselves to make as few calls as necessary per reservation, be prepared when we call and be as concise as possible. And use email whenever possible for mundane transactions. They'll confirm them with a response. We would all benefit from reduced hold times and staffing expenses.

 

[granmanh603]

I think we (members) are to blame vs members services for a lot of this excessive hold time. After reading some of the DIS threads, there seems to be more calls and queries than I ever expected by some DVC members. The calls with trivial questions that could have been found be reading our DVC paperwork, the constant daily calling for these day by day reservations, the calls making multiple updates to preferences, etc. I think we bring a lot of this on ourselves.

We typically require reservations maybe twice a year going to DVC on average, and then maybe sometimes booking a DVC cruise. I'd say on an annual basis I call member services a total of 6 - 7 times a year to handle these reservations and all other DVC issues. I think some of our members call member services 6-7 times a week!!

Am I wrong here? Or is my perception of these various threads all messed up?

In any case we should challenge ourselves to make as few calls as necessary per reservation, be prepared when we call and be as concise as possible. We would all benefit from reduced hold times and staffing expenses.

I agree 100% Call 2 X a year to book vacations. And ask questions here, better and quicker.

 

[nestlejean]

Do they increase the staff at member services to coincide witht the increase in membership? Does anyone know if they do? That may account for some of the busy times-more members-less staff. I don't know if thats' the answer but I do wonder...

 

[Lenc324]

I've called MS 3x now and never had to wait long.

 

[Jen D]

Tons of new members bought in recently with an August UY and tommorow is the banking deadline

 

[Daitcher]

I think we (members) are to blame vs members services for a lot of this excessive hold time. After reading some of the DIS threads, there seems to be more calls and queries than I ever expected by some DVC members. The calls with trivial questions that could have been found be reading our DVC paperwork, the constant daily calling for these day by day reservations, the calls making multiple updates to preferences, etc. I think we bring a lot of this on ourselves.

We typically require reservations maybe twice a year going to DVC on average, and then maybe sometimes booking a DVC cruise. I'd say on an annual basis I call member services a total of 6 - 7 times a year to handle these reservations and all other DVC issues. I think some of our members call member services 6-7 times a week!!

Am I wrong here? Or is my perception of these various threads all messed up?

In any case we should challenge ourselves to make as few calls as necessary per reservation, be prepared when we call and be as concise as possible. And use email whenever possible for mundane transactions. They'll confirm them with a response. We would all benefit from reduced hold times and staffing expenses.

You are 100% correct. This day by day booking is nonsense. If I have to start doing that I'll sell my DVC. These boards have upped the paranoia. I always book at 7 months or less and never call day by day. I've always gotten what I want. There was a post recently from someone booking SSR in December. They were calling day by day at 11 months. Does that person really believe a huge resort like SSR will be sold out 11 months out? She claimed MS told her it would be a good idea. I highly doubt that for a couple of reasons, 1) there is no need to book SSR day by day at 11 months and 2) I couldn't imagine anyone at MS encouraging this type of behavior. I call MS about 4 times a year for trips. Thanks for the post, you couldn't be more on the money.


DAVE

 

[TiggerFreak]

. . This day by day booking is nonsense. . . .
DAVE

Hmmm, I hope you never get rewarded with a "Not available" in the future.
Even when I book day by day, I do my homework first and make the Rep aware of what I'm planning to do right from the start. The calls even when booking multiple rooms very rarely take longer than 5 minutes.

Is it possible that with the large influx of new members, calls may take longer because the newbies are less familiar with the in and outs of DVC, thereby increasing wait times?

 

[quentina]

I have noticed I wait longer if I use the 800 number, when I use the 407 number, I get connected much faster.

Kim

 

[WOW]

Hardly ever have a long wait!!!!

 

[FLYNZ4]

I think we (members) are to blame vs members services for a lot of this excessive hold time.

I will make the opposite argument. As I've said before... I think that DVC online presence is pathetic. We should be able to book our reservations online without ever talking to anyone from member services.

If DVC's use of "user friendly technology" was represented in "spaceship earth"... it would be near the beginning of the ride. I for one anxiously await significant improvement.

/Jim

 

[pouncingpluto]

I will make the opposite argument. As I've said before... I think that DVC online presence is pathetic. We should be able to book our reservations online without ever talking to anyone from member services.

/Jim

Well, you can do it through the website. I agree it's not ideal (would rather have a more instantaneous system, rather than an email generated), but I've done it twice now for SSR reservations since I know they're not in high demand. It's very hassle-free!

But I definitely won't be doing that for anything I try to get at the seven month mark!

 

[Caskbill]

I will make the opposite argument. As I've said before... I think that DVC online presence is pathetic. We should be able to book our reservations online without ever talking to anyone from member services.
/Jim

This was discussed in detail in a thread about a year ago. Making an on-line reservation system for DVC is nowhere as simple as making something for a hotel reservation.

Consider the following:
11-month and 7-month booking windows
Members may have different Membership Numbers with different use year months.
Members may have several Add-On contracts, all with different home resorts.
Points can be classified as regular use year points
Points can be classified as banked points
Points can be classified as borrowed points
Points can be classified as being in the Holding Account
Points can be classified as Reservation Points

There are numerous things that have to be checked:
Home Resort
60-day rule
Preferences
Medical Conditions

Add to that it isn't just a hotel room with a flat fee.
Points vary by Resort, by Room Type, by day of week, and by Disney Season
Then the system has to check all availability of any resort a user selects.

The cost of developing this type of system is extremely expensive. Then consider just how many members would actually book on-line. Those of us on the DISboards probably would, but we are a very small percentage of all owners.

Just a few things to be considered.

Can it be done? Certainly.
Can it be done such that it makes financial sense? Only DVC can answer that question.

 

[Daitcher]

I will make the opposite argument. As I've said before... I think that DVC online presence is pathetic. We should be able to book our reservations online without ever talking to anyone from member services.

If DVC's use of "user friendly technology" was represented in "spaceship earth"... it would be near the beginning of the ride. I for one anxiously await significant improvement.

/Jim

This is an easy point to get behind at first until you give it some thought. Bottom line is this: 1) Do you believe DVC doesn't want online booking? They would love to have it and I'm sure it is at the top of the list of priorities. 2) Do you really believe it is that easy to create? We are talking about a complex system here with a ton of different variables. Sure we would all love to have online booking. Be patient it will happen eventually. I have found DVC to be very receptive to member feedback. Case in point, DVC adding a sit down restaurant at SSR. The members spoke and they are listening. Call, email and write your displeasure with the lack of online booking. I'm sure they will get it done, when is the real question here.


DAVE

 

[andriade]

I actually used the email booking option last week. I knew I didn't need day by day for OKW the 2nd week of Dec. I will however need to call day by day when I try for BWV-Standard in May. I will need to call MS. I think an on-line booking system would be great. I do think it is a ways off yet though.

Hey, don't forget a lot of people around here were saying we wouldn't get a Dining Plan option any time soon either! Maybe we will be pelasantly surprised.

 

[Mary Anne]

I have called at 9:01 the past 7 mornings. It was the only way I could assure I'd get Dec 23 to Jan 1 of next year in a 1 bedroom standard view. I waited the most 5 minutes each day at that time. More time was wasted checking home address , phone # ect, each day. I can undersand if you're only calling every few months but they once I gave my member ID # they knew exactly why I was calling. Did they really think I was going to move overnight?

I missed out on a OKW GrandVilla at the 7 month mark by NOT calling day by day, I will not make that mistake again when I really want something special.