Member Services Wait Times and Strategies?!?

[hhisc16]

Called Member Services on 4/20 at 8 pm.
Original call time said 47 minutes. After an hour, it said an additional 43 minutes?!? (I hung up)

Called Member Services on 4/21 at 9 am.
Original call time said 7 minutes. After 28 minutes, someone answered.

What is the deal with the call system wait times?!?

When is the best time to call? (I tried at opening and 1 hour before closing)

 

[han22735]

I called right at 9am and waited about 9 minutes for someone and then was done with what I needed in 26 minutes total. So I guess it's luck of the draw. Also I try not to call unless theres no choice. The waits are always pretty long.

 

[hhisc16]

I called right at 9am and waited about 9 minutes for someone and then was done with what I needed in 26 minutes total. So I guess it's luck of the draw. Also I try not to call unless theres no choice. The waits are always pretty long.

That is the truth! I call only when I have to. (Mine was about holding points issue)

 

[MinnieSueB]

Can vary but I think calling right at 9am is your best shot for low wait times.
I did call last Saturday afternoon & call went directly to CM with no wait. (Insert shock)

 

[john7994]

I wouldn't disregard using the chat feature when its available to be used either - often found it to be relatively fast, convenient, and they were able to do / answer quite a few things as a one and done. I realize not all situations can be covered by this feature (I was told to call a few times as well).

 

[hhisc16]

I wouldn't disregard using the chat feature when its available to be used either - often found it to be relatively fast, convenient, and they were able to do / answer quite a few things as a one and done. I realize not all situations can be covered by this feature (I was told to call a few times as well).

I have had a lot of success with the chat feature and is my first go to.
But my situation had to be handled on the phone after the chat CM said to call.

 

[john7994]

I have had a lot of success with the chat feature and is my first go to.
But my situation had to be handled on the phone after the chat CM said to call.

Sadly, I wish it could all be handled by chat! As cheery as it is to talk to someone in Hawaii at times, I would rather just multi-task and be done without having to make the phone call! In making a special fireworks cruise reservation, I got the same poor CM (Noah), three days in a row!

 

[hhisc16]

Sadly, I wish it could all be handled by chat! As cheery as it is to talk to someone in Hawaii at times, I would rather just multi-task and be done without having to make the phone call! In making a special fireworks cruise reservation, I got the same poor CM (Noah), three days in a row!

The chat is my favorite for sure.
My request would be for the member services call would be to have a call back feature if wait time is over 30 minutes.

 

[john7994]

The chat is my favorite for sure.
My request would be for the member services call would be to have a call back feature if wait time is over 30 minutes.

True - would love to see it as well ... Its pretty common these days (and i would suspect but dont know for sure they probably have this system). In having worked with those systems in a past life ... when you have volume to staffing ratios to call length complexity like they are experiencing now .... finding an adequate call back window may mean the next day ... and then its a constant game of catch-up where call backs handled by staff start to prolong the wait times of those waiting live on-hold for that same staff. I have seen this with airlines where call back times were up to 6-8 hours later in large weather scenarios / outages. Perfection escapes us for now unfortunately.

 

[redboat45]

Oddly enough I have had no issues and very low wait times when calling on Saturday afternoons lately.

 

[thanxfornoticin]

I've been using Chat, also, whenever I can catch it open (which is not all the time). I've also used the email for some lesser things. Otherwise, it's on the phone, turn on speaker, plug it in, and wait the many minutes to get a live person.

 

[mistysue]

Those times are great. A year ago this time I spent 3 full days on a road trip waiting on hold, I hung up after 6 hours TWICE. Last weekend I had to talk to regular Disney customer service and was on hold for 4 1/2 hours. Changing a name on a reservation through DVC last Fall took me about 2 hours.

I get it can be frustrating to wait, but I read your times and think DVC really has their act together for once.

 

[hhisc16]

Update:
I called on Saturday to buy OTU points at 3 pm on 4/23.
Call went straight through with no wait!