New DVC Member and Not Impressed with Member Svcs.

[Lurch]

Hello everyone!

I have been trying to call Member Services for the first time as a DVC member and am amazed by the wait time. 10 minutes was the wait yesterday (waited 15 before I had to go) and I called today to find 25 minutes was the estimated time. I have to admit I am a bit shocked by this. Is this just a bad time to call? When customer service on the non DVC side I get right through.

 

[DebbieB]

Hello everyone!

I have been trying to call Member Services for the first time as a DVC member and am amazed by the wait time. 10 minutes was the wait yesterday (waited 15 before I had to go) and I called today to find 25 minutes was the estimated time. I have to admit I am a bit shocked by this. Is this just a bad time to call? When customer service on the non DVC side I get right through.

Member Services wait times have been bad lately. Probably because they reduced staff with the online system now available and also the problems with My Disney Experience. Weekends are typically longer.

Send an e-mail to Member Satisfaction, that is the only way something will be done.

DVCmembersatisfactionteam@disneyvacationclub.com

 

[Sandisw]

I am not sure exactly why, but it appears that the wait times for MS are much higher than I remember. I was on hold yesterday for about 15 minutes and its the longest ever since I became a DVC member in 2009...my typical waits have never been longer than 5 minutes.

Sorry that as a new member this is what you are faced with...I wonder if they have had a change in staffing due to what is available in terms of online booking. while that has been in play for awhile, maybe they felt they could adjust based on the trend information they had...

 

[Anal Annie]

Hold times lately have been HORRID but they weren't ALWAYS this bad. I agree with DebbieB that they have apparently cut back too much on the staffing of the phone lines. I had to call over MLK weekend to extend our stay 1 night due to snow in the northeast and it took me SEVERAL TIMES just to get past the busy signal. Then I was on hold for close to 30 min. waiting for a CM to pick up. THEN she put me on hold for nearly another 15 minutes. I spent all morning trying get this call done. VERY frustrating.

 

[papertraveller]

I was on hold for 20 minutes this morning -- the original reservation taker gave my daughter the wrong last name. This morning they fixed it, based on how she spelled it to me on the phone.

Except when the reservation confirmation came through, it was spelled wrong. (Closer to the right name, though.) Now I'm hold for what they promise will be 35 minutes.

Short of trying to book the member cruise, I've never had an experience like this. I always do the survey, and for the wait time question they definitely get a 1.

 

[disneynutz]

Hello everyone!

I have been trying to call Member Services for the first time as a DVC member and am amazed by the wait time. 10 minutes was the wait yesterday (waited 15 before I had to go) and I called today to find 25 minutes was the estimated time. I have to admit I am a bit shocked by this. Is this just a bad time to call? When customer service on the non DVC side I get right through.

Disney is in control, they know that there are problems but since they don't get fixed, they either don't care, it's not in their master plan, or it's the way that they do business.

You can use the contact form via the member website for most communications and online booking for most of the booking. Their response time has increased for all contacts, emails, phone, and contact forms has increased.

Bill

 

[CarolMN]

IMO, the problem is mostly due to the problems associated with My Magic + / FP+ / My Disney Experience. Not only are there still a lot of these calls, they take longer than the "usual" calls to resolve. More calls & longer calls translates to longer wait times.

Since those MM+ problems will get resolved, it is not likely that DVC will add staff. We will have to live with the longer times for awhile.

 

[WsPrincess]

Today I was told my wait time would be 35 minutes but before that message even finished I had someone on the phone. I was impressed but I will say it took them FOREVER to help me with my MDE issue which stinks since it should have been easy (to me). I feel bad for everyone from the CM to the guests since I think this new rollout is not going any better than it was.

 

[dvczerfs]

Icalled feb. 7th at 10am and almost missed the cm. I only listened to the music for a few seconds and someone picked up. I started working thinking I would be in it for the morning.
I gave up trying to call on the weekends or after work hours years ago. I call during the day anymore and stay away from Monday mornings.
like evey other corp. in this country, they don't want to talk to you, they just want your money.

 

[RobynPrincess]

I called yesterday and had less than 5 min wait so I guess the wait time fluctuates. Sorry you had such a wait, could you try at different times of day? Early afternoon might not be so busy with work and school pick ups going on?

 

[bakerworld]

Called about an hour after opening - 9:15a - fully expecting to wait on the phone for a while and poof a real person on line 10 minutes.

 

[vicki_c]

Not saying anyone should or shouldn't, but I would never call MS for a problem with my MDE account. We did have an issue with our MDE account and we did the online chat on the Disney site, they connected us with the IT folks and it was easily fixed. I would guess that MS staff have very little knowledge of MDE and I wouldn't expect them to. I expect them to be very knowledgeable in booking DVC reservations, but I don't really see them as one stop shopping for all things Disney related. I don't call them to book my dining either.

So anyway, for those stuck waiting on hold for non-DVC issues, there are other avenues that may be more successful.