Member Services --- Hold Time

[bwvBound]

Today was a long wait on both phone and chat! (I never reached an agent via chat ... the phone line won "first" having a slight head start.)

 

[BlazerFan]

I have had 100% success using the contact form on the member website, no quality issues. The chat CM's can't always do what you want and they will refer you to call MS. Rather than deal with that, I just use the contact form. I just got 2 responses from MS today, modifying a reservation and adding a view request to another. No hold time, just 2 minutes to write the message. Current response time is 2 days. Bill

Bill,

When you use the contact form do you have to request a confirmation of your request or do you always receive a response?

Thanks

 

[disneynutz]

Bill,

When you use the contact form do you have to request a confirmation of your request or do you always receive a response?

Thanks

I have always received a response. It is sent to the email address in your DVC account profile.

Bill

 

[BlazerFan]

I have always received a response. It is sent to the email address in your DVC account profile. Bill

Thank you. I have to add some names and that sounds like a quick and painless way to do it.

 

[Sandisw]

I have also had very good luck in using the contact form and do that if I the person I chat with can't do what I need.

I too prefer this from the hold time that exists for MS.

 

[jagson]

Quick response (within 5-10"), courteous CMs;. called midday, on weekends x2

 

[brephil]

My DVC ID is not linked any more Tech support (option 6) wait time is 75 minutes... Could there be a technical issue? Others having issues with MDE and DVC id links?

 

[CBFlake]

I think that is the case. I too am no longer linked. my wait time is now 55 minutes

 

[brephil]

Update: Tech support said this is an issue for all guests... account registration issue, no ETA for fix... so could be reason wait time to MS is high right now.

 

[CBFlake]

Im wondering if I should continue to wait or see if they fix it and maybe I can log in tomorrow??

 

[bjakmom]

I just came on to see if other's are also having problems today. Site won't let me sign in - asking for activation code again. Called MS and told 50 min wait time. ummmm. . . no. I'll try later. Hopefully my dates will still be available.

 

[Figment1983]

I tried calling yesterday around 5:30 and it said 25+ min wait...."ain't nobody got time for that"

 

[bjakmom]

DVCmember just let me back on. Fixed for now.

 

[jpeka65844]

There must've been a website problem. I was locked out of my account for a day, tried to call about it and had a wait time of 55 minutes!

No thanks. Next day, it was back to normal and running fine.

 

[OhioDVC]

I've been a member for over 20 years and I have never seen hold times this long except for when booking members cruise.

DVC must be cutting back on phone service because of on-line reservations.

 

[DenLo]

I've been a member for over 20 years and I have never seen hold times this long except for when booking members cruise.

DVC must be cutting back on phone service because of on-line reservations.

DVC has assigned CMs to My Disney Experience problems, online chat, contacting DVC guests before their trips to make sure they don't need help with anything or that they don't understand MDE. The later is a waste of resources IMO. And yes, they pulled too many CMs from the phone system. Perhaps they actually thought the online system would eliminate more of the direct calls but forgot how many things cannot be done online. Or that a member might want to talk to a live person. Someone mishandled this one.

Someone that usually gets the inside stuff right, posted that more CMs have been hired and will soon start training, so hopefully the waiting times will improve.

I hope you don't have to what too long.

 

[Tigger2ntinkerbell]

I'm on the phone right now,and their saying my hold time is 4 minutes. Will see . it was 4:49 Hold time

 

[rlduvall]

Yeesh - trield to call at 9:00 a.m. CST this morning. Already a 35 minute hold time. I try to do everything online, but it is so frustrating when you have to speak with them in person and this is what you get. I tried back a minute ago and still 25 minute estimate. I can't do that at work.

Thanks for listening - I feel better after venting.

 

[tjkraz]

Yeesh - trield to call at 9:00 a.m. CST this morning. Already a 35 minute hold time. I try to do everything online, but it is so frustrating when you have to speak with them in person and this is what you get. I tried back a minute ago and still 25 minute estimate. I can't do that at work.

Thanks for listening - I feel better after venting.

Early registration began at 9am today for Food & Wine fest seminars. To book before the general public, and get a discount on each seminar, members were directed to call Member Services.

 

[stitch'sgirl]

They could knock off about 10 seconds per call if they would let you use a password to access your account (like my wireless service does) instead of rattling off your full address, phone number and email address every time!