Member Services - Not very nice

[MaryPA]

DH called Member Services today to see if we are in their system yet. We bought resale and was told 10 days from closing. Today was 10 days and Member Services was not very nice - borderline rude. Unlike Me, DH is very nice to everyone so this surprised me. CRO has always been super nice.

Has anyone else have this same treatment from Member Services?

BTW, the answer was no - not in system yet.

 

[BillPA]

We have been members since '93, I have not have expereinced a grumpy or unpleasant CM. Everyone has a bad day once in a while. Don't let this make a lasting impression. For all we know she/he many have family in Texas and the storms and the saftey of loved ones is more on their mind than smiling and being helpful. This really in not normal for a DVC CM.

 

[JudithM]

I, too, have been a member since 1993 & have called Member Services many times. I cannot think of a time when I talked with a CM that wasn't pleasant & guest service oriented.

I guess my question is how exactly was the CM "not very nice - borderline rude?"

 

[PamOKW]

I'm sorry to hear your husband felt someone was rude -- they should always try to help. Although I'm sure the recent storms have probably increased phone volume as people change/adjust their plans -- that could add to CM stress.

If your husband was upset about being asked, sometimes abruptly, for the last four digits of his SS (and the other day I also had to verify the address on the account), before anyone wants to talk -- that's become standard. I think they may be trying to cut down on the number of non-member calls. He shouldn't be offended by that interrogation.

Not sure where he called either -- if he called on the reservation line I don't think that's the right place to follow-up on whether your membership is valid. I think it's member accounting.

That said -- welcome home and I hope your next MS experience is better.

 

[MaryPA]

Thank you for your comments. He was not asked for SS# nor addresses. He said he got heavy sighs and groans. Was asked for member number when he explained we don't have yet - new. She questioned if we bought thru DVC or Resale. When he explained resale, more grumbling. Was told not in system yet - try next week and then was hung up on.

I am glad to hear that our experience is not the norm.

Thank you again for your comments.

 

[bicker]

Definitely not the the norm. As great as regular Disney cast members are, on average, I've found the DVC Member Services folks to be even nicer.

 

[rkdahl]

I agree with other posters. I've been member since '93 and never had a problem with any call or any hint of grouchy MS rep. Very unusual. If i happens again I'd certainly contact a supervisor and share the concern. Unlike normal call centers from companies with millions of calls who could care less, DVC MS is our call center that's paid by us and is their soley to meet our needs. We have a strong voice in their operation and I for one have been very happy over the last 12 years with their operations.

 

[jimmytammy]

It is very uncharacteristic of MS to be like that.

 

[PamOKW]

While I can't say I've had a rude CM, I did recently have someone whose voice did sound like she might not be that interested. I didn't have a lot of time and I had a fairly complicated issue so, I hung up and called again. Of course, that was somewhat rude of me.

I would say 99.9% of the CMs are great but you get the occasional person who is not running at full speed. Maybe they're new and still being trained.

 

[bunnymkc]

Hubby and I bought thru Disney and I have to say I have had great experences with MS for the past 8 years. Son bought a resale and said that MS were very rude to him when they found out he bought a resale..Hoping that this trend ends for you and him. give it a couple of weeks and call back again when you are in the system. or maybe you both had the same person??

DH called Member Services today to see if we are in their system yet. We bought resale and was told 10 days from closing. Today was 10 days and Member Services was not very nice - borderline rude. Unlike Me, DH is very nice to everyone so this surprised me. CRO has always been super nice.

Has anyone else have this same treatment from Member Services?

BTW, the answer was no - not in system yet.

 

[CarolMN]

I agree that rude CMs are a rare exception, but the CMs are people, too and sometimes one will let a bad day influence their behavior.

I encountered one rude CM myself and it was not appreciated. So I know it happens, but I also know it doesn't happen very often!

Best wishes -

 

[Doctor P]

Perhaps I am not remembering correctly, but I believe that the correct procedure for verifying you are in the system is technically to call Member Administration and NOT Member Services. In general, I suspect MS is more than willing to try to help people with this, but in a week where there has been extremely heavy use of MS by people seeking 7 month Easter reservations as well as dining reservations for the Christmas and New Years' holidays which are hitting the 90 day mark right now, I can see a lot of impatience with having to deal with a non-routine item that is not really an MS item.

 

[bicker]

but in a week where there has been extremely heavy use of MS by people seeking 7 month Easter reservations as well as dining reservations for the Christmas and New Years' holidays which are hitting the 90 day mark right now...

Not to mention dealing with a lot of cancellation issues related to the hurricane....

 

[Dean]

It is very appropriate to call MS to see if you are in the system. And it sometimes happens when you are but they can't find you. Member admin is almost impossible to get to directly, about the only way to get them on one phone call is to go through MS anyway.

There have certainly been reports of less than helpful CM over the years, I think more the last few than previously. I do think the vast majority are nice and helpful but anyone can have a bad day. It usually only takes a few days 3-5 working days usually) for you to get in the system once they receive you paperwork. One question is when did the closing company notify MS, not necessarily when you did the closing?

 

[JimMIA]

I've certainly had nothing but excellent service from MS, but I want to give you a heads up on getting "in the system."

Getting in the system is actually a two-step process -- getting your account entered into the MS computer system, and putting the points in so you can actually use the account. Those two steps often occur on separate days -- in the computer system one day and points in the account the next working day. I believe the first is a Member Services function, and the latter is a Member Admin function.

So don't be surprised if you get told they have your account set up, but you can't make ressies yet. If that happens, it will usually only be one more work day before you are 100%.

 

[crisi]

We had a similar experience when we bought resale. I wouldn't go as far as rude, I would go to "short."

I think the "resale, look up the member number thing" drives MS CMs a little nuts. I think that's for a few reasons -

1. They don't get resale. When you buy direct, your guide does this sort of thing for you, so they are having to do a job they think should be handled as part of the sales process.

2. There are a lot of people who buy resale and call daily starting after closing. Not you, and not me either. But I'm sure there are people who call twice a day "am I in the system yet?"

3. They start grumpy preparing for the barrage when they say no. They don't have any control over how fast you get into the system - but the process is slow beyond reason - so I'm sure a lot of new members are ready to argue with them.

4. You will eventually get all your info in the mail.

I haven't really had any problem with MS since - the CMs have all been polite when they are doing the tasks they see as their primary job....

Note that I think these are possible reasons, not excuses. There are few reasons to be rude in a customer service role, and being asked politely for information is not one of them.

Agree with Dean - After 10 days I would also call your resale company and make sure the closing company contacted MS promptly. I didn't find our closing company the most efficient creatures on the planet.

 

[T.E. Yeary]

Mary-get in touch with your sales agent on Monday, we'll see if we can cut through some of the red tape for you. I'm sorry your first encounter was not a pleasant one.

Sincerely,
Tom

 

[jarestel]

I've had some great MS CMs who went above and beyond for me, some who did what I requested but nothing more, and some who seemed a bit argumentative or put out when asked for additional details. It all evens out in the end, I wouldn't worry about this too much. Your next encounter with MS will probably be great!

 

[keishashadow]

Bought 1st resale thru TSS in order to get around the min. points that DVC requires. Other than an unfortuante typo that delayed things, all went well & recommend highly. However, when awaiting to get into DVC system, well - that was another story.

We were past the 10 day period for Member Accounting to recognize us, but were nowhere to be found in the sytem. Finally, got a CM to dig & she found out it was due to the typo (1st time it was noticed & it reflected point shares). No one had called to let me know of this situation & TSS didn't know either. Don't blame TSS, moreso DVC for not contacting us - said they would have eventually???

Finally, it got straightened out & we were able to book a week later...nerve-wracking as we were now into the 7 month window. Didn't get our 1st choice, but at least we got a room.

I was told by every CM I spoke to that DVC sales are handled first each day, then they process the resales on a first-come, first-served basis. I insisted that due to their negligence I be directed to the head of the line & was able to book the day after that conversation.

When I added on directly through DVC, I was able to book a res. the next day.

 

[NJOYURLIFE]

We bought resale in May and were down to the wire in getting our annual pass and DDE card before our scheduled trip the beginning of June. We needed our member number in order to order everything and we didn't get this until 1-2 weeks before the trip. I felt member services went above and beyond in helping me and even called us back to make sure everything worked the way they told us it would.