MS wait times

[plutofreak]

Can anyone explain the long wait times? I have been trying if a week now to call and either get a busy signal or a 45 minute wait.

 

[erionm]

11 month booking window for early Dec which is a very popular time with members to travel to WDW.

 

[wiigirl]

11 month booking window for early Dec which is a very popular time with members to travel to WDW.

Yup

 

[jockotaco]

It's been like this for a while. I have no explanation but I have never gotten a busy signal or a wait time longer than 15-20 minutes. I call first thing in the AM and put my phone on speaker while I get my coffee ready.

 

[Tom Kurowski]

Can anyone explain the long wait times? I have been trying if a week now to call and either get a busy signal or a 45 minute wait.

Good question! I have never had to wait over 5 minutes but lately it has been atleast 20 min. I do the eleven month window for dec every year and never had this kind of wait. I'm wondering if it has anything to do with the magicbands and all the questions everyone still has.

tom

 

[erionm]

It's been like this for a while. I have no explanation but I have never gotten a busy signal or a wait time longer than 15-20 minutes. I call first thing in the AM and put my phone on speaker while I get my coffee ready.

The recent long waits for the last couple of weeks are due to bookings for both Thanksgiving 2014 and early December 2014. The 11 month window for Thanksgiving opened just after Christmas (depending on travel dates) and now you have 11 month bookings for early December. Soon, the 11 month window will open for Christmas 2014 and New Years Eve which are also busy times.

 

[erionm]

Good question! I have never had to wait over 5 minutes but lately it has been atleast 20 min. I do the eleven month window for dec every year and never had this kind of wait. I'm wondering if it has anything to do with the magicbands and all the questions everyone still has.

tom

It's possible they are fielding calls related to MyMagic+. Also, when DVC extended hours to 7:30 PM on weekdays, they did so without (reportedly) raising dues. To do that, they most likely reduced the number of CMs working during the day to get evening coverage.

 

[KateB]

I asked a CM that the last 2 times I have called, because I have been waiting at least 30 minutes to get through. They said that it will be that way until about March. They claim that this is usual.

I said I wish they would let my modify my reservations on-line because I hate to call to move my ressie one day forward (due to airline prices). The CMs responses were that's what they are there for, and my dues pay for them to do these things for me. I agree, but my dues shouldn't require me to spend over 30 minutes waiting for a service I could do myself in 5 minutes. Oh well, just hoping to call early tomorrow and wait less than 30 minutes.

 

[KAT4DISNEY]

The recent long waits for the last couple of weeks are due to bookings for both Thanksgiving 2014 and early December 2014. The 11 month window for Thanksgiving opened just after Christmas (depending on travel dates) and now you have 11 month bookings for early December. Soon, the 11 month window will open for Christmas 2014 and New Years Eve which are also busy times.

Online booking had virtually eliminated - or greatly reduced the call waits even for this time period. I think it's the need to field calls for MDE, magic bands and FP+.

That would also explain the CM's comment that it would be like this until March because room bookings would not be the cause but MDE would be further along and hopefully not as problematic as it is now.

 

[Debby7]

I have been booking for 20 years for December and have never had wait times like this past week. I am walking a ressie and have been waiting every day for the last five days for over 30 minutes each day for a transaction that takes less than 5 minutes. I do not believe that this is a good use of my dues!

 

[cbnsoul]

The recent long waits for the last couple of weeks are due to bookings for both Thanksgiving 2014 and early December 2014. The 11 month window for Thanksgiving opened just after Christmas (depending on travel dates) and now you have 11 month bookings for early December. Soon, the 11 month window will open for Christmas 2014 and New Years Eve which are also busy times.

Sorry - not buying this. If it were people calling for next Nov-Dec, they would predominantly be calling in the morning, you would think, once their dates opened up. I've called MS a LOT lately for various reasons and only once have had a wait less than 10 minutes, mostly 15+ no matter what time of day I called. My guess is that they cut staff, at least to some degree. Could it be FP+ questions? I guess but they have you press a different number for help with those which I assume gets sent to a non-DVC call center.

 

[DieHardJoe]

I think the tip-off as to what's causing the delays is that the very first option you are offered is to press 7 if you have questions concerning Magic Bands or MDE. The next choice offered is to press 1 for vacation planning. They probably figure no sense leaving the most popular option (at least curently) til the end of the menu.

 

[brkgnews]

My guess is that they cut staff, at least to some degree. Could it be FP+ questions? I guess but they have you press a different number for help with those which I assume gets sent to a non-DVC call center.

Swing and a miss.

 

[disneynutz]

We pay for MS, if Disney's implementation of MB's, FP+, and MDE is causing us delays, that isn't right. We are calling MS, if there is a MB's, FP+ or MDE issue we should be calling Disney, they are not DVC products.

We really don't know what the issues are that is causing the delays, I only wish that the new DVC management would be more forthcoming and I hope that the delays are not the new norm.

Maybe they will be giving direct buyers a new phone number to call that doesn't have a wait.

Bill

 

[lions1995]

I calked the other day to get to some one in It to fix multiple login problems on my wife's account. It took 30 minutes to even get through. Once on line, it took another 2 hours to get her dvc login, MDE login and links working. The lady I was working with was very pleasant, but I think I spent 15 minutes if those two hours talking to her and the remaining 1 hour and 45 minutes on hold while she apparently was fighting with a computer system that has some serious issues /limitations.

 

[disneynutz]

I calked the other day to get to some one in It to fix multiple login problems on my wife's account. It took 30 minutes to even get through. Once on line, it took another 2 hours to get her dvc login, MDE login and links working. The lady I was working with was very pleasant, but I think I spent 15 minutes if those two hours talking to her and the remaining 1 hour and 45 minutes on hold while she apparently was fighting with a computer system that has some serious issues /limitations.

Often you are put on hold because the CM has to call someone else to fix the problem. MS when it comes to anything other than making a reservation is usually just a middleman.

Bill

 

[mouse]

Could some of these problems be weather related? So many flights cancelled/delayed the past couple of weeks & maybe guests are calling to change dates or find out what will happen to their reservations/points due to delays.