Member services frustration

[JC1984]

Yes. Right now it been taking 10 days or more to get a response.

I ended up using the chat function and they hooked me up.

 

[we"reofftoneverland]

There’s absolutely no reason we should have to call to merge reservations if you piece together single days. Yes, there’s the option to maybe email or get lucky and chat, but members should simply be able to do this under our online account.

I don’t get this either. I should be able to do that myself.

 

[Sandisw]

I don’t get this either. I should be able to do that myself.

It would be a great option, especially for those of us who stalk and change so much!

But let’s see if we can get Disney IT to get fixed so the features it does have, work.

The borrowing issue for some owners accounts should not be happening when so many other owners have no issues. And, if they fixed that, the phone waits would be less!

 

[Roughians_satchel]

It would be a great option, especially for those of us who stalk and change so much!

But let’s see if we can get Disney IT to get fixed so the features it does have, work.

The borrowing issue for some owners accounts should not be happening when so many other owners have no issues. And, if they fixed that, the phone waits would be less!

Here in lies the problem - I would love to do everything myself online. The system can't handle it; even for something as simple as merging reservations or borrowing points. They have us as a captive audience with no repercussions for crappy service online or on the phones. I wonder how much turnover they have for the CMs working the phones - can't be a fun job at the moment.

 

[Sandisw]

Here in lies the problem - I would love to do everything myself online. The system can't handle it; even for something as simple as merging reservations or borrowing points. They have us as a captive audience with no repercussions for crappy service online or on the phones. I wonder how much turnover they have for the CMs working the phones - can't be a fun job at the moment.

i know some CMs left all when they were furloughed our laid off for extended periods because they simply could not wait around.

The only thing is that the website issues are not just DVC but all platforms with TWDC.

So, it’s not a priority it seems all the way around. But, I am more frustrated that they have not put in place the call back feature. Ticketing on the parks side has it so I’d think DVCM could contract it to be done for us.

 

[RebelScum]

I decided I would spend my Sunday morning waiting on hold to talk to member services. After getting a busy signal a couple times after my prompts I was excited to hear music on my 5th call. I sat there for over an hour and then all of a sudden the music stopped. I jokingly said to my husband they better not hang up on me. Two seconds later that’s exactly what happened.

It is really unacceptable this kind of service. They should at least have a place to input your phone number so you could get a call back. It is beyond frustrating that DVC thinks this is an acceptable way to do business.

Ironically - The same exact thing happened to me on Sunday too, but I was not on hold as long as you. I was just calling to put in a room request for an upcoming reservation. After the system hung up on me, I decided not to call back as I have a little time. It is one thing to have to wait an hour, a whole other thing to be hung up on and lose your place in line and have to go to the back of the line again. I agree, it is unacceptable!

 

[JETSDAD]

They just sent out an email stating the issues and that they know they need to do better.

 

[Sandisw]

They just sent out an email stating the issues and that they know they need to do better.

They sure did. I got it 11 times! Lol

But, at least they said they are hiring more people and working to improve the phone system.

 

[JETSDAD]

They sure did. I got it 11 times! Lol

Wow, either they are very apologetic to you or they want to annoy you!! lol

 

[Sandisw]

Wow, either they are very apologetic to you or they want to annoy you!! lol

Maybe it has to do with the number of emails I sent them regarding the issue??.. Just kidding!

 

[Grumpy Mouse]

Uh - I just got my e-mail too. I think you missed the point of it.

Translation:

DVCMS: we know we suck but you members suck more because you don't know how to use our tools.

 

[JC1984]

Lip service email to get us all thinking a new phone system is coming. Meanwhile it will be 15 years and out sourced to someone who barely speaks English and you will just hang up on out of frustration. And they will raise your dues for a “better system”

 

[princesscinderella]

They sure did. I got it 11 times! Lol

But, at least they said they are hiring more people and working to improve the phone system.

I got it three times . You win

 

[bobbiwoz]

Uh - I just got my e-mail too. I think you missed the point of it.

Translation:

DVCMS: we know we suck but you members suck more because you don't know how to use our tools.

I get this.

 

[RoseGold]

I only got two emails. That does match how many member numbers I have — and the number of email responses I have received.

It appears to have no relationship to how many contracts I have or how many emails I have sent, or for sure I’d win!

 

[Sandisw]

I only got two emails. That does match how many member numbers I have — and the number of email responses I have received.

It appears to have no relationship to how many contracts I have or how many emails I have sent, or for sure I’d win!

So true, because I only have 4 contracts over my two memberships...and so far, I think I’m the highest at 11 emails!

 

[TCRAIG]

They sure did. I got it 11 times! Lol

But, at least they said they are hiring more people and working to improve the phone system.

14 emails for me - 1 for each contract. The real problem isn’t (my opinion) first line CMs - it’s that there’s still only a very limited number of people who have the authority to do any of the tricky banking/borrowing/restoring point processes. Hiring more people should help with the simpler requests (merge reservations, room requests, etc) - but the more ‘involved’ stuff is still going to be a lot of waiting for next level resources...but at least you’ll be able to get someone to pickup...

 

[MICKIMINI]

They just sent out an email stating the issues and that they know they need to do better.

They send me a copy for each contract!

 

[RoseGold]

And website down again...

 

[JETSDAD]

And website down again...

Working fine for me.