Member Services - Currently 85 minute wait

[hayesdvc]

Is this "magical" ticket offer the real reason there is currently an 85 minutes wait?

 

[Lost boy]

How did you connect to MS, I've only been getting a busy signal, for two days so far. Also can't book online.

 

[hayesdvc]

Redial, Redial, Redial

 

[JETSDAD]

Ticket deal and Aulani offer.

 

[Rush]

I’m 75 min in now, hoping 85 was a good estimate and not wishful thinking!

 

[Island_Lauri]

I had a estimate wait time of 75 minutes when I called member services earlier today and selected option 4 (I think) for "other services" to purchase discounted tickets. That turned out to be pretty accurate. But the cast member messed up applying the discount and could not resolve it on her own so she had to transfer me. That lead to another 20 minute hold and was picked up by Disney Tickets where was very helpful - after putting me back on hold for another 5 minutes to answer another question I had. I got off the call 3 hours after I initiated it. Thankfully everything was resolved and I was actually very happy with the $69 per ticket discount that I got.

 

[Bobb_o]

I really wish Disney would put more effort into an online chat system because I bet they could get through more people, having to wait on hold seems so backwards in 2021.

 

[The Jackal]

Is this "magical" ticket offer the real reason there is currently an 85 minutes wait?

Most likely issue is lack of staff due to Covid. They shouldn’t be making offers that need cast members until they bring more back to work to handle the work load.

 

[Sandisw]

Most likely issue is lack of staff due to Covid. They shouldn’t be making offers that need cast members until they bring more back to work to handle the work load.

I agree that putting two offers out at the same time when you know you are still not back up to full time CM staffing makes no sense.

 

[keishashadow]

I had a estimate wait time of 75 minutes when I called member services earlier today and selected option 4 (I think) for "other services" to purchase discounted tickets. That turned out to be pretty accurate. But the cast member messed up applying the discount and could not resolve it on her own so she had to transfer me. That lead to another 20 minute hold and was picked up by Disney Tickets where was very helpful - after putting me back on hold for another 5 minutes to answer another question I had. I got off the call 3 hours after I initiated it. Thankfully everything was resolved and I was actually very happy with the $69 per ticket discount that I got.

Oh, never thought to try that option. I had given up calling this week.

 

[What-r-ya Goofy?]

I agree that putting two offers out at the same time when you know you are still not back up to full time CM staffing makes no sense.

There is no reason they should not be back up to full time staffing. DVC continues to take member dues money but is not proving the service we are paying for. I can't believe they are still getting away with this. Membership should be livid about these wait times.

 

[Sandisw]

There is no reason they should not be back up to full time staffing. DVC continues to take member dues money but is not proving the service we are paying for. I can't believe they are still getting away with this. Membership should be livid about these wait times.

We do not hire the CMs..Disney does and DVCM contracts with Disney..so we have no control over whether or not they furlough workers.

Many areas of the company are still not back up to full speed. Remember the credit we just go for 2020? it included not having as many CMs working due to furlough. They also have them working from home which changes the structure of how much call volume can be handled as well.

 

[Fanofthegame]

We do not hire the CMs..Disney does and DVCM contracts with Disney..so we have no control over whether or not they furlough workers.

Many areas of the company are still not back up to full speed. Remember the credit we just go for 2020? it included not having as many CMs working due to furlough. They also have them working from home which changes the structure of how much call volume can be handled as well.

It's amazing just how much the level of customer service needs work.

 

[What-r-ya Goofy?]

We do not hire the CMs..Disney does and DVCM contracts with Disney..so we have no control over whether or not they furlough workers.

Many areas of the company are still not back up to full speed. Remember the credit we just go for 2020? it included not having as many CMs working due to furlough. They also have them working from home which changes the structure of how much call volume can be handled as well.

I can forgive Disney not being fully back up to speed in regular customer service, that's their business. But when it comes to DVC Member Services, a service that we all pay for with our dues, they need to consider the needs of the members and provide an appropriate level of staffing so we are not experiencing these ridiculous wait times. I doubt we will see another dues credit for this year, so in my opinion, the furloughed CM's should be put back to work. Just my opinion.

 

[Sandisw]

I can forgive Disney not being fully back up to speed in regular customer service, that's their business. But when it comes to DVC Member Services, a service that we all pay for with our dues, they need to consider the needs of the members and provide an appropriate level of staffing so we are not experiencing these ridiculous wait times. I doubt we will see another dues credit for this year, so in my opinion, the furloughed CM's should be put back to work. Just my opinion.

I do agree with you, especially now that people are traveling more..and hopefully, it won’t take long for them to do it, Just sharing that it involves more than DVCM as they are employees of Disney.

 

[M & M]

There is no reason they should not be back up to full time staffing. DVC continues to take member dues money but is not proving the service we are paying for. I can't believe they are still getting away with this. Membership should be livid about these wait times.

I so agree with my schedule I only have my lunch hour to spend on this that’s 30 to 60 minutes tops.

 

[Lperd]

It was only 40 wait today! Since Covid, this is is the shortest hold time I've had. For 3 weeks in June it was always a busy signal and then 90 mins these last couple of weeks.
I have noticed that the CMs have been extra friendly though.