Member Services --- Hold Time

[MJS]

Just called to ask them a couple of questions & at 2:30 EST the hold time to speak with someone is 13+ minutes. Never had that happen in 12+ years of membership ~ outside of the frenzy to book when they open in the morning.

I know that hold times can vary---what is reasonable? Is there a better time to call? Thanks!

 

[cmwade77]

I have held up to 35 minutes, but the only time that I have had the longer hold times like that have been when there something unusual happening, such as BOG opening and everyone calling to get dining reservations or the 80 day mark for a special event.

Generally, I have at most a hold just long enough to get into the music, but not long enough to finish the song. Although now they talk too much over the music.

 

[Hollymom1229]

I've actually been calling MS a bit more than usual lately with 3 trips in the works cool1 and I have noticed that wait times have been pretty terrible lately. I haven't had one wait time under 10 minutes in the last two months. Not sure what's going on, but I'm not happy and I've been sure to note it on the survey. I will say every CM I've talked to has been amazing, which I've also noted on the survey.

 

[disneynutz]

According to MS, hold times have increased over the last year. MDE and MB questions, new owners trying to understand their membership, and members calling to book instead booking online has added to the wait time.

Bill

 

[DenLo]

We called on Sunday morning at 9:00 AM EDT and got through right away no holding. The last three times we have called we have not had a wait more than 8 minutes.

 

[bellazachmom]

Yesterday I needed to call MS with a few questions about our upcoming trip and the wait time was 30 minutes. I also had the member website pulled up checking our waitlist and there is a link to "chat" with a CM online. I figured I didn't have anything to loose and gave it a try.

A CM responded to my "chat" request almost immediately and I had all my questions answered in a few minutes as well as some requests added to our reservations. It was wonderful!

I finished the online session and hung up the phone - no waiting necessary!

Hope this helps!

 

[MJS]

Thank you for your helpful replies!

 

[flytimefl]

5 calls in the past two weeks, wait times:

37 minutes

32 minutes

18 minutes

then 34 minutes but disconnected when being transferred to a live rep

Sad

 

[disneynutz]

DVC has hired additional agents, they are currently in their 6 week training class.

Bill

 

[wildforgoofy]

DVC has hired additional agents, they are currently in their 6 week training class. Bill

I wonder if they'll be adding more out of this 1000?

Disney is looking to hire 1000 part-time and full-time workers in a recruitment drive to fill new positions created by recent expansions to the Magic Kingdom and elsewhere at the Walt Disney World Resort.

 

[com_op_2000]

I have held up to 35 minutes...

Ditto

 

[julmops]

Called today at 9am ET sharp and still waited for 25 minutes. Great CM though!

 

[bdrobet]

Yesterday I needed to call MS with a few questions about our upcoming trip and the wait time was 30 minutes. I also had the member website pulled up checking our waitlist and there is a link to "chat" with a CM online. I figured I didn't have anything to loose and gave it a try.

A CM responded to my "chat" request almost immediately and I had all my questions answered in a few minutes as well as some requests added to our reservations. It was wonderful!

I finished the online session and hung up the phone - no waiting necessary!

Hope this helps!

Have others had success using the chat feature as opposed to calling and waiting on hold?

 

[disneynutz]

Have others had success using the chat feature as opposed to calling and waiting on hold?

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

 

[MJ6987]

Maybe DVC should improve the members' website so that you can do more functions online instead of having to call all the time. Would reduce wait times and the number of staff needed, thus reducing dues. Also, people generally prefer to do things self-serve online these days than speak to a human.

 

[disneynutz]

Maybe DVC should improve the members' website so that you can do more functions online instead of having to call all the time. Would reduce wait times and the number of staff needed, thus reducing dues. Also, people generally prefer to do things self-serve online these days than speak to a human.

According to my DVC contact, people still like to call for some reason, more than expected, that is one of the reasons for the current hold time. Most if not all of the information can be found on the website and reservations can be made via the website but members still call MS to make a simple reservation and to ask what banking is.

I don't think that dues are a factor because if I'm not mistaking, Disney gets a fixed percentage for MS.

Bill

 

[Mickey'sApprentice]

I was given a wait time of 60+ minutes a few days ago. I hung up and called later. The wait time was still 15-20 minutes.

 

[Lexxiefern]

I have had to call a few times in the last 2 weeks and the shortest wait time was 16 min. I really wish we could book cash res through online. To wait on hold for 20+ min just to be told that a member discounted cash room is not available is frustrating.

But I do agree with others - CMs have been wonderful on every call.

 

[nifferearly]

I have been trying to add dining plan for last 2 weeks. Probably called 7 different times now, all with 15 min or greater hold times. Very annoying! They should allow you to do more on website. But I agree that all CM's are great now. I 'd often get iffy ones pre-online booking.

 

[3dog2kidmom]

Have others had success using the chat feature as opposed to calling and waiting on hold?

Yes! I called a couple of weeks ago and upon hearing a lengthy wait time, opted to use the chat feature to add a name to my reservation. Very efficient.