Member Services needs a callback option stat!

[Blizzyblizz]

When I call DVC, I typically get a busy signal or they say to try back later and hang up on me. When I do get through after several tries, they make me wait at my phone and listen to music and announcements for 30-90 minutes until someone picks up, at which point I need to be immediately ready to talk to them. This is a miserable experience every time (as everyone on here knows) and takes up a huge chunk of my day.

When I call Delta, they place me in a callback queue, I hang up, and then 30-90 minutes later they call me back. If I miss the call, they try one more time about 10 minutes later. It's a super easy to use, simple system, but it makes the experience sooo much better. Even if I'm waiting 90 minutes, I'm only spending about 3-5 minutes on the phone before talking to someone, and the rest the time I'm going about my normal daily life even while I'm waiting in line.

Disney needs to adopt a callback system like Delta ASAP. I'm sure it would be very inexpensive compared to adding more CMs, and it would make the experience so much better. I would very gladly pay a couple cents/point in increased dues to cover the cost and stop wasting my days away listening to Disney tunes on hold. (I would also gladly pay more in dues to have them fix their always-broken websites, but that's a separate conversation.)

 

[Sandisw]

We just got an email about them working on solutions and it does say upgrading the phone system to help reduce waits.

So, maybe it is in the works!

 

[Blizzyblizz]

We just got an email about them working on solutions and it does say upgrading the phone system to help reduce waits.

So, maybe it is in the works!

Oh I didn't see that one...that would be awesome!

 

[bobbiwoz]

I am wondering if suggesting that solution can help make it happen.

 

[Chickkypoo]

I called their IT support for a MDE issue last night and they had a callback option. Hopefully it's coming soon for DVC as well.

 

[UrsulaWantsYourSoul]

I am wondering if suggesting that solution can help make it happen.

I know several members including myself have recently - that would be amazing if they did!

 

[Sandisw]

I am wondering if suggesting that solution can help make it happen.

I have included that in every email I have sent!

 

[DVC Doctor]

I posted the same suggestion a while ago. Seems like an easy fix to me. Not sure why the mouse is dragging his feet on this issue.

 

[Evita_W]

I posted the same suggestion a while ago. Seems like an easy fix to me. Not sure why the mouse is dragging his feet on this issue.

This is something even the smallest of companies have had in place for years now.

They should also have chat available 24/7 without any issues getting someone who can actually help within 3 minutes. If Amazon can do it, Disney can as well.

 

[Sandisw]

This is something even the smallest of companies have had in place for years now.

They should also have chat available 24/7 without any issues getting someone who can actually help within 3 minutes. If Amazon can do it, Disney can as well.

Years ago, MS hours were only until 5 and now it’s until 9.

Maybe with the additional hires we will see an increase in hours for both phone and Chat

 

[Bobb_o]

They definitely need more people on the phone and handling chat. A single chat person can probably handle 2-3x the amount a single phone person can. Then again, I don't think people on chat can do everything a phone person can.

 

[DVC Doctor]

A single chat person can probably handle 2-3x the amount a single phone person can.

I doubt this statement - what are you basing this opinion on?

 

[Bobb_o]

I doubt this statement - what are you basing this opinion on?

How Does Live Chat Increase Efficiency While Reducing Costs? (customerservicemanager.com)

 

[Taraleigsmom]

Wondering why some people received email and some didn't . I didn't see one . And I just waited for an hour and 34 minutes on Sunday.

 

[Sandisw]

Wondering why some people received email and some didn't . I didn't see one . And I just waited for an hour and 34 minutes on Sunday.

Make sure your settings in your DVC account are set up to receive communications that way.

 

[Narcoossee11]

Billing and research at Disney uses the CALL BACK system. The only way it would work @dvc is if that is the ONLY system . The volume of calls each day would back log the system, CM would only call or email YOU. NO live phone calls. Also remember, MEMBERS have to pay for 24 service, more CM's, new phone system. You have to pay ALOT for upgrades. The dues you pay in 2021 is getting you hour long waits. Pay 50% higher dues in 2022for the above upgrades.

 

[New Mouse]

Billing and research at Disney uses the CALL BACK system. The only way it would work @dvc is if that is the ONLY system . The volume of calls each day would back log the system, CM would only call or email YOU. NO live phone calls. Also remember, MEMBERS have to pay for 24 service, more CM's, new phone system. You have to pay ALOT for upgrades. The dues you pay in 2021 is getting you hour long waits. Pay 50% higher dues in 2022for the above upgrades.

Thats not true as the amount of dues paid prior to 2020 did not result in consistent hour long waits. There was a decision made on the DVC end that led to what is currently happening and it was intentional.

 

[rex420]

Billing and research at Disney uses the CALL BACK system. The only way it would work @dvc is if that is the ONLY system . The volume of calls each day would back log the system, CM would only call or email YOU. NO live phone calls. Also remember, MEMBERS have to pay for 24 service, more CM's, new phone system. You have to pay ALOT for upgrades. The dues you pay in 2021 is getting you hour long waits. Pay 50% higher dues in 2022for the above upgrades.

That is just a ridiculous statement. Yes, during busy times there are issues connecting via phone, but it has never been this bad. You are right that members pay for the "administration" and you know what, that is the one revenue stream that has not changed for Disney. Even when the parks were closed my dues payment had to be made. I am not complaining about that, but I will complain that since the shutdown it seems that there are far more problems reaching Member Services via any communication method (phone, email, etc.). I don't know for sure, but it sure does seem like there are fewer people working Member Services calls and that should not be as the revenue to support these jobs comes from our dues that has continued to be paid.

 

[Sandisw]

That is just a ridiculous statement. Yes, during busy times there are issues connecting via phone, but it has never been this bad. You are right that members pay for the "administration" and you know what, that is the one revenue stream that has not changed for Disney. Even when the parks were closed my dues payment had to be made. I am not complaining about that, but I will complain that since the shutdown it seems that there are far more problems reaching Member Services via any communication method (phone, email, etc.). I don't know for sure, but it sure does seem like there are fewer people working Member Services calls and that should not be as the revenue to support these jobs comes from our dues that has continued to be paid.

I am waiting for an answer to a question regarding the fees paid to DVCMC for 2020 when we received the credit.

They are paid a straight fee but since operating expenses were lower than estimated, I do not know if that meant the amount they got was adjusted as well.

The good news is that at least recognize they need to fix It by hiring more and updating phones.

 

[CarolMN]

Also remember, MEMBERS have to pay for 24 service, more CM's, new phone system. You have to pay ALOT for upgrades. The dues you pay in 2021 is getting you hour long waits. Pay 50% higher dues in 2022for the above upgrades.

This is not entirely accurate. DVCMC is paid a set percentage of the budget ( not including taxes & reserves) to operate Member Services. Lack of funds is not the reason for the waits.