Member Services Short-Handed?

[KyleAfterAWhile]

Is MS severely short-handed? Regardless of what time, which day of the week or which month I call, the hold is 20 - 30 minutes. Before this year, I seldom held longer than 5 minutes. 10 on a crazy day.

 

[CarolMN]

Maybe. I think the longer hold times are mostly due to the IT troubles many members are having with various reservation & planning systems.

 

[KAT4DISNEY]

I've had to call several times in the past couple of weeks and the wait has mostly averaged 0-5 minutes. Let's see - I guess that's 3 calls that were in the 0-5 minute range. One day it was during the hurricane cancellations and then I had to wait 20-25 minutes but what you mention is not what I've experienced.

 

[ScubaCat]

I had a 30 minute wait time to modify a booking during the hurricane, but other than that I really haven't had to wait too long. And even that 30 minute wait I thought was reasonable when they're slammed due to a storm coupled with being closed on labor day and closing at 3pm the following day.

I'm often the first one to criticize, probably excessively, but I just have not had this experience.

Are you calling at 9am eastern time when they first open? Maybe they get an initial rush but then it settles down a bit.

 

[Lothlórien]

I called today to modify Magical Express. The recording said my wait time would be 30 minutes. The actual hold time before speaking to a MS CM was 20 minutes. That was around 1 PM.

I called 4-5 weeks ago to add requests. The recording said the hold time would be 25 minutes. The actual hold time was about 14 minutes. That was around 7 PM.

I have had that experience, but the wait times are never as long as the recording is warning me about.

 

[Duchie]

I've been pretty lucky with hold times being really short. The one exception was this week when I had to call because I couldn't add the dining plan online (tech issues, again). I figured if I was having issues. others might be too, which would cause the longer hold times.

 

[Bing Showei]

I called today to modify Magical Express. The recording said my wait time would be 30 minutes. The actual hold time before speaking to a MS CM was 20 minutes. That was around 1 PM.

I called 4-5 weeks ago to add requests. The recording said the hold time would be 25 minutes. The actual hold time was about 14 minutes. That was around 7 PM.

Standby times are notoriously inaccurate. That’s why I always fastpass MS calls. They’re available for $50/call if you stay in a GV.

Standby is for the birds.

 

[KyleAfterAWhile]

I had a 30 minute wait time to modify a booking during the hurricane, but other than that I really haven't had to wait too long. And even that 30 minute wait I thought was reasonable when they're slammed due to a storm coupled with being closed on labor day and closing at 3pm the following day.

I'm often the first one to criticize, probably excessively, but I just have not had this experience.

Are you calling at 9am eastern time when they first open? Maybe they get an initial rush but then it settles down a bit.

i have called anywhere from 10 AM EST - 7 PM EST and the experience is the same regardless

 

[CarolynFH]

I find the Chat feature very helpful when making requests, changing or adding names to reservations, etc. I’m not sure whether Chat can modify DME but I would try it for that if the online DME reservation form itself wouldn’t work.

 

[Sandisw]

Just spent about 15 minutes on hold with them...it said 19 when I started.