Member Services Hassle Factor....

[tjkraz]

I don't necessarily think that this has anything to do with security. However, for a variety of reasons, DVC now requires that callers be identified as actual DVC members before any other communication will occur.

This policy change happened about two years ago. Part of the motivation may be to handcuff the point rental market; previously DVC reps would answer questions for any caller, member or not. I'm sure it has had a positive impact on our dues with non-members no longer being able to deal directly with DVC.

Like it or not, the policies DO help protect members and keep MS reps free to deal with members rather than nervous renters calling for the 10th time to make sure their reservation is still in the system. DVC is NOT going to adopt a policy of simply answering availability questions from any caller without verifying ID first.

Even if you had your member number handy, you would have been asked at least 3 questions to prove your ID: member number, name and last 4 digits of SSN. I don't see where being asked 8 questions was a tremendous inconvenience.

 

[jekjones1558]

I do not want my dues paying for MS to answer calls from anyone except members. I do not like being on hold waiting for an MS CM to help me. If my wait is because another member is being helped, so be it. If it is because a non-member wants info, that is not acceptable. I support the current policy of proving you are a member when you call MS.

 

[Chuck S]

Everyone is worried about security, security, security.........LOL Checking to see if a Saturday night at Hilton Head is available is not a breach of security. Geez..........

Why should I play 20 questions because some Disney control freak is writing a script for a member services agent to follow.

Like I said in my original post, I can understand if i wanted to use my points for the reservation. I have no problem providing this information.Di

Let's look at this way.......what I am suggesting is a method of streamlining the process so Disney can handle more calls and help more members instead of playing 20 questions.

Putting the number in the phone is a good idea. However, what if I lose my phone then someone could breach the security and rent my points without my knowledge. In fact, I could lose my wallet and the same thing could happen. Sorry for the sarcasm........but what happens if someone used my account and made a reservation what would happen ? Member service sends me a confirmation and I call them back and say I did not make this reservation what is going on ?

So it goes back to.......Disney wasting my time for no apparent reason but to follow a script......

But calling just to check on availability if you aren't booking is really an exercise in futility. You could call back 5 minutes later to book, and the availability could well have changed. Heck, I lost a room night when I was extending a reservation by one night in the literally 5 seconds it took for the CM to to tell me it was available, and ask did I want to borrow points to book it, as I had already banked my remaining points for the year. I said "yes", and she said, "Oops, it's dropped off the screen, now." We wound up at POP for the last night of our trip.

 

[iloveokw]

Everytime I make a reservation I have to give my name and last 4 digits of SS#. Then they ask to confirm my address and my home phone if I call from my cell. Not too many more questions than they asked you. I agree with everyone's previous post. Also listing your DVC number in your phone won't mean anything to most of the world. We really are a very small group. The chances of a person picking up your phone or even wallet and booking a reservation on your acct. are very, very slim.

 

[Anal Annie]

THEY called me back about something one day and still asked me all those questions. I did have to LOL tho since they were the ones initiating the call.

 

[disney0210]

But calling just to check on availability if you aren't booking is really an exercise in futility. You could call back 5 minutes later to book, and the availability could well have changed. Heck, I lost a room night when I was extending a reservation by one night in the literally 5 seconds it took for the CM to to tell me it was available, and ask did I want to borrow points to book it, as I had already banked my remaining points for the year. I said "yes", and she said, "Oops, it's dropped off the screen, now." We wound up at POP for the last night of our trip.

Exactly. Checking on availability now with no intent to book is pointless and that is what I would consider a real waste of time, not the time spent by MS to confirm if the caller is a member. I too have been on the phone with MS where they said there was an availability and I just covered the mouthpiece for a second to yell "Honey, should we take it?" and three seconds after, the room was gone.

Sorry that the OP found it a hassle, but one has to be prepared for hassle when you are advised to have your membership # handy and you talk to a live person and you don't have that #. I too do not want to be on hold for 20 minutes because someone who MS cannot prove is a member is asking for availability of rooms.

 

[princessvacg]

This is an irritation from a conversation with Member Services......Hopefully they read the boards!

A few weeks ago my wife and I were watching our son compete in a college swim meet. We were discussing future travel plans to Charleston,SC for another swim meet weekend. During these discussions, we talked about how close we would be to HHI and maybe we should sneak away for a night at HHI.

I called member services on the cell phone. (by the way, we are pleased they are now open on the weekends). I got through to an agent to see if a Saturday night stay would be available. She asked me for our Member number and I explained I did not have the number and all I wanted to do was check the availability for Saturday Night.

She proceeded to ask me ....

My Name
Last 4 digits of my SS number
My Wifes Name
Last 4 digits of her SS number
Our Addresss
Our Telephone Number
What Home Resort we purchased ?
When we purchased ?

At this point, Mr. Sarcasm came out of me and told her my blood type was A positive if DVC needed to know that as well. I got several seconds of silence to say the least.....LOL

I understand that we should have had our number when we called. However, we did not have the card. All we wanted to know if there was availability on Saturday Night in a Studio. She could have checked and said we have one night available on points or cash or we don't. It is that simple

If I chose to make the reservation I can understand the 10 questions but why waste her time and mine asking me questions that are not meaningful.

Let me say it again.....If a reservation was made I agree all information should be verified. I don't have a problem with that. I have a problem having to ask all those questions just to check availability.

Also, when is DVC going to have a web based reservation system so we dont have to call into DVC to make reservations it would seem easier for everyone.

Thanks for letting me vent.......

I so agree with you!

 

[daisyduck123]

Your DVC fees pay for MS. If they're busy fielding inquiries from non DVC members, our costs would go up as would all of our wait times. I'm glad they did what they did. They handled it perfectly. Thank you MS.

ITA with this

 

[PBB]

Exactly. Checking on availability now with no intent to book is pointless and that is what I would consider a real waste of time, not the time spent by MS to confirm if the caller is a member. I too have been on the phone with MS where they said there was an availability and I just covered the mouthpiece for a second to yell "Honey, should we take it?" and three seconds after, the room was gone.

Sorry that the OP found it a hassle, but one has to be prepared for hassle when you are advised to have your membership # handy and you talk to a live person and you don't have that #. I too do not want to be on hold for 20 minutes because someone who MS cannot prove is a member is asking for availability of rooms.

Sorry, I am not as rigid as you are when it comes to my vacation planning. My wife and I wanted a spur of the moment type experience that we could extend our weekend a little since we are now empty nesters.

I don't see it make much sense to plan everything with work, school and life and then call in and there isn't room available. I would prefer to find out my options and then speak with the wife , kids, work,etc......

The fact of the matter I could not tell you the last time I used the 7/11 month reservation windows. It is usually less than 60 days for us.

In regards to the specialized training that MS agents go through.......Please, the last few agents I have dealt with could barely speak English. They are not doing anything we could not do on the internet with a memberships reservation system.

 

[PBB]

i still think the security is important.

most people who can not hold their temper or deal with groups don't be long to a club as large as dvc and prefer to belong to small groups that they can control.

ms personel are hired to do a very specialized job and, yes, my personal security information is on file with them and i feel that it is extremely important. i do not want my identity threatened just because you had a bad day or don't have patients with people who have a job to do.

sorry if that sounds a little blunt. it is, after all, a very large club and the ms personel are trained to take care of all of the members, not just a few.

Looking at a date for a reservation is not a security breach. So, your information is not threatened in anyway if some one told me that there is a studio available for next Saturday on Points and Cash.

I did not have a bad day and the fact is I have PATIENCE not patients. Are you suggesting that you can not make suggestions or complain in this club ?? I don't recall joining the Disney Vacation Pawn Club. Sorry to be Blunt!

 

[Deb & Bill]

Hey, OP, you want Cheddar or American?

 

[Tozzie]

I can't believe this thread, since MS will only answer questions for members it makes sense that they verify who you are and if you even have points available to book. I know this is a hard concept for some but people LIE! Just reading these boards(not only DVC but all the Dis boads) everyday it is clear how some people try to circumvent the rules that are established. Save your letter for when you have a legitimate complaint.

 

[Duckfan-in-Chicago]

I don't like the direction DVC has gone the past few years. I don't like the way MS operates at times. I disagree with a lot of DVC's overall decisions.

This, however, is not one of them. I'm more against non-members calling and changing things or tying up the phone lines on reservations, which has happened in the past than members who don't have their information with them being asked a few questions before going forward. And I NEVER treat people rudely who are just doing their jobs and don't make these decisions unless they start in with me.

 

[Starr W.]

Hey, OP, you want Cheddar or American?

Deb&Bill I'll take Brie myself.

I can't believe this thread, since MS will only answer questions for members it makes sense that they verify who you are and if you even have points available to book. I know this is a hard concept for some but people LIE! Just reading these boards(not only DVC but all the Dis boads) everyday it is clear how some people try to circumvent the rules that are established. Save your letter for when you have a legitimate complaint.

Tozzie, you are right. I was researching another point based TS system and there were threads about how their MS didn't verify info and people would call in and find out their points have been used by someone else.
That's when I thought DVC does it right!

 

[BWV Dreamin]

Hey, OP, you want Cheddar or American?

Deb&Bill I'll take Brie myself.

Ok, I confess, I don't get it!! I'm a little slow this morning.....

 

[Starr W.]

Ok, I confess, I don't get it!! I'm a little slow this morning.....

Have some more coffee!

Have a little cheese with your whine, is what Deb&Bill is referring to the OP.

 

[Inkmahm]

Everyone is worried about security, security, security.........LOL Checking to see if a Saturday night at Hilton Head is available is not a breach of security. Geez..........

Why should I play 20 questions because some Disney control freak is writing a script for a member services agent to follow.

Like I said in my original post, I can understand if i wanted to use my points for the reservation. I have no problem providing this information.Di

Let's look at this way.......what I am suggesting is a method of streamlining the process so Disney can handle more calls and help more members instead of playing 20 questions.

Putting the number in the phone is a good idea. However, what if I lose my phone then someone could breach the security and rent my points without my knowledge. In fact, I could lose my wallet and the same thing could happen. Sorry for the sarcasm........but what happens if someone used my account and made a reservation what would happen ? Member service sends me a confirmation and I call them back and say I did not make this reservation what is going on ?

So it goes back to.......Disney wasting my time for no apparent reason but to follow a script......

There wouldn't have been 20 questions if you'd had your number available. I would say MS bent over backwards to help you get an answer even though you were in the wrong by not having your number when you called.

 

[Inkmahm]

I do not want my dues paying for MS to answer calls from anyone except members. I do not like being on hold waiting for an MS CM to help me. If my wait is because another member is being helped, so be it. If it is because a non-member wants info, that is not acceptable. I support the current policy of proving you are a member when you call MS.

Exactly.

 

[kdepot]

There wouldn't have been 20 questions if you'd had your number available. I would say MS bent over backwards to help you get an answer even though you were in the wrong by not having your number when you called.

I work in a call center and we deal with companies that have service contracts and others that do not. There are clever people that try to get thru the system we have in place.

What is the point of paying for a contract that gives someone direct access to a service person if someone else can call in without one.

If MS ask me questions to verify that I have a contract and I am who I say, then I see value in what I pay for.

 

[kdzgon]

...

Let's look at this way.......what I am suggesting is a method of streamlining the process so Disney can handle more calls and help more members instead of playing 20 questions.

....
So it goes back to.......Disney wasting my time for no apparent reason but to follow a script......

I think the problem raised by several posters here is Disney would then "be able to" field calls from lots of non-members as well. Not to mention, I'm sure more members would make "what if" calls if they did not have to go through the whole identifying process. I'm also sure there would be a certain amount of member complaints from individuals when they cannot book what was said to be available a "short" time earlier, meaning more calls to field.

I'm not so sure i agree with you it would streamline things in the long run. JMHO, YMMV.