Member Services is a disservice.

[hammer1995]

Called on Wednesday to request points on a resale contract to be loaded so I could book a reservation. Was told to call back on Thursday and they could make it happen. Tried all day yesterday and again today and Member Services is temporarily closed. What kind of company runs a business like that? Is there literally only one person in that department? And why do they force you to listen to several minutes of robot voice before informing you that they are closed? Spend thousands of dollars to get Walmart level customer service.

 

[Genie+]

Since VDH booking opened yesterday MS has been overwhelmed. The past 24hrs or so is atypical. You could try the chat function to load points too. Good luck! Hopefully things calm down today.

 

[stevehudd]

Chat was down for me all day yesterday. I called yesterday and they loaded points for me on a new resale contract. Hold time was approximately 30 min

 

[hammer1995]

They should have planned better for a known event And required all hands on deck. They’ve made their problem my problem.

Since VDH booking opened yesterday MS has been overwhelmed. The past 24hrs or so is atypical. You could try the chat function to load points too. Good luck! Hopefully things calm down today.

Since VDH booking opened yesterday MS has been overwhelmed. The past 24hrs or so is atypical. You could try the chat function to load points too. Good luck! Hopefully things calm down today.

 

[MagicDVC]

VDH booking went live to all members yesterday so MS was swamped. Chat was down because they needed all CMs to answer the calls coming in. It's the same deal when Member's cruise bookings open. I avoid all calls to MS on those days as I don't want to be on hold of 1-2 hours. Honestly, the service has improved compared to a few years ago.

 

[Sandisw]

They should have planned better for a known event And required all hands on deck. They’ve made their problem my problem.

My guess is that they had all people on deck. There are certain people whose job is to load the points once a resale contract transfers ownership.

It is a 7 to 10 day timeline for that to happen. However, people have been very fortunate to have gotten, after 24 to 48 hours of the contract being loaded into a membership, in getting the phone CM to contact that group to speed it up.

It sounds like yesterday would be been in that earlier timeframe but with VDH bookings, it was simply a busy MS day.

I am sorry your timing just happen to hit on the opening day for those bookings.

 

[BeachClub2014]

I dunno. Maybe I have unrealistic expectations, but I don't think the system infrastructure should crash as frequently as it does because of a surge in use. We shouldn't be locked out of our accounts because other folks want to make reservations. Feels like an awfully fragile infrastructure to me.

 

[Gizmo74]

I dunno. Maybe I have unrealistic expectations, but I don't think the system infrastructure should crash as frequently as it does because of a surge in use. We shouldn't be locked out of our accounts because other folks want to make reservations. Feels like an awfully fragile infrastructure to me.

I agree. I need to modify a reservation and the site is down. I tried chat and they said they can't access what I can't access. As big as Disney is, they should be able to handle the website traffic.

 

[RoseGold]

They get paid the same rate, no matter how "good" the service is. It's in the DVC contracts. It was horrific during Covid.

 

[BeachClub2014]

They get paid the same rate, no matter how "good" the service is. It's in the DVC contracts. It was horrific during Covid.

It's not even the service provided by an agent. My beef is with the chronic system failure. I mean, the live agents can't access reservations, we can't access reservations, heck, we can't even login into the site. DVC is predicated on seeing, searching, making, and managing reservations on your own. That's my beef. Fix the doggone server.

 

[Sandisw]

I dunno. Maybe I have unrealistic expectations, but I don't think the system infrastructure should crash as frequently as it does because of a surge in use. We shouldn't be locked out of our accounts because other folks want to make reservations. Feels like an awfully fragile infrastructure to me.

I agree that the IT system should be able to handle things better than it does, But, for the phone lines, they can’t do a lot with that if the needs are met on a normal basis but one a busy day like yesterday, you have to wait to get a CM.

My guess is that even if people did get through, the CMs who can load points were more likely busy answering phones.

 

[RoseGold]

The website and customer service are embarrassing. If this were my bank, I would get a new one.

 

[TuneDisney]

I guess I got lucky yesterday, was able to chat with an agent and got my points loaded

 

[BeachClub2014]

I agree that the IT system should be able to handle things better than it does, But, for the phone lines, they can’t do a lot with that if the needs are met on a normal basis but one a busy day like yesterday, you have to wait to get a CM.

My guess is that even if people did get through, the CMs who can load points were more likely busy answering phones.

I'm not concerned about the phone lines' end of member services. Heck, I just called and got thru with no wait, but she couldn't help me because the "reservation system" is down. That's my point. The IT infrastructure is not what it needs to be if the system crashes every time there is a surge, thus crippling customer AND employee access to critical information.

 

[hammer1995]

Here’s why their IT is pitiful. Actions have consequences. Does no one else remember the below from 2015? Pepperidge Farm remembers. Doesn’t matter-Iger got his bonus and a contract extension.

Instead, about 250 Disney employees were told in late October that they would be laid off. Many of their jobs were transferred to immigrants on temporary visas for highly skilled technical workers, who were brought in by an outsourcing firm based in India. Over the next three months, some Disney employees were required to train their replacements to do the jobs they had lost.

 

[hammer1995]

I'm not concerned about the phone lines' end of member services. Heck, I just called and got thru with no wait, but she couldn't help me because the "reservation system" is down. That's my point. The IT infrastructure is not what it needs to be if the system crashes every time there is a surge, thus crippling customer AND employee access to critical information.

Imagine if Amazon‘s website crashed every Prime day. No excuse for Disney’s IT issues in 2023.

 

[keishashadow]

I posted elsewhere the issues I had yesterday “walking”. Finally, achieved mid afternoon When able to access the website after trying consistently since 7:30 am, i still couldn’t bank UY points expiring the end of this month. The site wasn’t budging After repeated attempts.

the chat box did finally pop up. Hopped on it. agent told me they were very busy, and typed instructions of how to achieve it online. I explained I had tried, repeatedly, without success.

Told me I had “plenty of time” to log back in another time to bank them this month, once the system settled down. Counting on my fingers & toes, I had four days left Yesterday.

I expressed my dissatisfaction, only then did he, begrudgingly, bank them for me.

the last thing I want to hear is DVC is “too busy” to help me when I make a concerted effort to reach out to them. First time this has happened. Hope it’s not the new norm.

 

[RoseGold]

I just used chat after they combined two of my Sep reservations this morning while the system was down, which messes up my waitlist. No reason to do that, especially that far out. They said that they don't combine reservations.

Great. I guess the system has developed sentience and is combining reservations without any humans knowing.

Embarrassing.

I get that MS didn't control that, and maybe has no idea. But they can't even fix it, because combining reservations is irreversible. So maybe don't do irreversible things people don't want.

 

[AnnaKristoff2013]

Called on Wednesday to request points on a resale contract to be loaded so I could book a reservation. Was told to call back on Thursday and they could make it happen. Tried all day yesterday and again today and Member Services is temporarily closed. What kind of company runs a business like that? Is there literally only one person in that department? And why do they force you to listen to several minutes of robot voice before informing you that they are closed? Spend thousands of dollars to get Walmart level customer service.

You bought a resale contract. The thousands of dollars you spent did not go to Disney. (I only own resale as well, so not knocking it, but we are definitely second-class citizens).

 

[Narcoossee11]

Like it or not .. This is how DVC works.
It will never change. It has been this way for 30 years .
Disney does not care about IT, only the front of the house /'show'.
DVC only has about 500 agents and they HAVE to have agents off each day.
Remember the saying... YOU DON'T BUILD A CHURCH FOR EASTER AND CHRISTMAS.