News Flash Ms Call Changes!!!

[JandD Mom]

I speak from the perspective of a fairly new owner who used to rent, and who does a little renting. When I was the renter, I always called MS, usually a couple of times, to confirm the reservations. As a renter, I also did not know the system and did ask the CM other questions that took his/her time away from members. It gave me piece of mind.

As the owner, I have no problem restricting MS to owners, so MS doesn't take time away from us to educate renters. I feel that if and when I rent, it is my responsibility to make sure the renter feels comfortable, that they have DME reservations if they need it, that they know about the dining plan and have reservations if they need it, etc.

I fear though that what Disney may actually do is reduce the number of CMs taking calls so it may not impact our wait times at all.

If my renter still wants to speak to MS directly for their own piece of mind, I would have no problem initiating a conference call. Then I am on the line and can explain things to the renter, and the renter won't take up lots of MS time.

And for all of this, I do not, and will not charge $10 per point or less. But that is a completely different thread ...

 

[Deb & Bill]

I do think that if Disney wants to restrict non-DVC members from speaking with member services then they should implement a phone system which requires you to enter your member number in order to speak with a live person. If you don't enter it, then you'd get a recorded message stating that you'd need the member number and call back when you have it.

There could be another number set up for CS type of calls, & that number could be distributed to DVC owners only.

The down side to the restriction would be the DVC owner who doesn't want to be bothered with calling and gives the member number over to the renter. I could see this happening with the number of DVC owners who state that they bought in only to rent their points. Not saying there are many here but there are those who do say this on other sites and groups.

Nope, this other number for CS type calls would only be abused.

I'd like a message when you call that says "This is DVC member services. You will be required to give both a member number and other form of identification to prove you are a member. If you are not a member, please hang up. We cannot speak to non-member at this location. If you would like to speak to someone about purchasing a DVC membership, please dial 1-800-???-???? (guide number)."

 

[Chuck S]

I really don't see owners that rent would be willing to give a renter enough info (mem# and other form of ID) to access MS. If they did this, the renter would then have total control of the owners account, could bank, reserve, put points into "reservatio satus"...whatever. Only a very foolish owner would do that for the sake of saving a few minutes of their time with a renter.

 

[crisi]

Here is what I'm thinking this morning...

This change, and the rumored changes to the dining plan (enforcing non-transferability, changing the system to track child credits) all coming at once make me think Disney is in expense cutting mode. They are anticipating some tight times with the increases in gas prices (and the resulting increases in airfare, food, and darn near everything else) and are trying to squeeze waste from their systems. WDWs operational costs have GOT to be going up, just as people are starting to tighten their belts to be able to afford their commutes.

When times are good, few care about a little abuse. When times get bad, you need every penny to hit your numbers.

In this case, any waste gets passed to us in the way of member fees....but our fees are going to go up next year - it just costs more to run the resorts with the increases in insurance and energy costs - potentially, they may be looking at our fees and thinking they may run into the cap when they recost next year - if they are even close, they are going to be cutting where they can. And if they aren't close, but still think the proposed increase will be hard for members to swallow, they will be cutting where they can.

 

[bobbiwoz]

Here is what I'm thinking this morning...

This change, and the rumored changes to the dining plan (enforcing non-transferability, changing the system to track child credits) all coming at once make me think Disney is in expense cutting mode. They are anticipating some tight times with the increases in gas prices (and the resulting increases in airfare, food, and darn near everything else) and are trying to squeeze waste from their systems. WDWs operational costs have GOT to be going up, just as people are starting to tighten their belts to be able to afford their commutes.

When times are good, few care about a little abuse. When times get bad, you need every penny to hit your numbers.

In this case, any waste gets passed to us in the way of member fees....but our fees are going to go up next year - it just costs more to run the resorts with the increases in insurance and energy costs - potentially, they may be looking at our fees and thinking they may run into the cap when they recost next year - if they are even close, they are going to be cutting where they can. And if they aren't close, but still think the proposed increase will be hard for members to swallow, they will be cutting where they can.

Wow! It makes me tremble to think of the tax/maint bills we're going to get just after Christmas time - up to the cap! Thank you for your insight. That helps put a squelsh on any thoughts of add ons that I really don't need but have been thinking about.
Bobbi

 

[welovedis]

I really don't see owners that rent would be willing to give a renter enough info (mem# and other form of ID) to access MS. If they did this, the renter would then have total control of the owners account, could bank, reserve, put points into "reservatio satus"...whatever. Only a very foolish owner would do that for the sake of saving a few minutes of their time with a renter.

You'd be surprised then as I've rented points from 4 different DVC members, 2 of them gave me their member number, I never asked, they had it written into their contract info. Foolish yes, but some do it.

 

[welovedis]

Nope, this other number for CS type calls would only be abused.

I'd like a message when you call that says "This is DVC member services. You will be required to give both a member number and other form of identification to prove you are a member. If you are not a member, please hang up. We cannot speak to non-member at this location. If you would like to speak to someone about purchasing a DVC membership, please dial 1-800-???-???? (guide number)."

Even if they only gave that number out to DVC members?

This happened a few years ago with a community that we own into in another part of the country. They sent letters to all the owners with the new phone numbers and showed that they would only speak with those who could provide an ownership number and a pin code. If you don't enter those you don't speak with a rep, it just puts you to a message loop. It doesn't even give you the CS # and that # is no where except on the materials that the community gives the owners. I asked recently how the new system was working out & was told it worked perfectly, just as they anticipated.

I assumed the same could be done, albeit on a larger scale for DVC if this is such a huge issue. If the CS # isn't posted somewhere then it wouldn't be a problem.

 

[dianeschlicht]

Here is what I'm thinking this morning...

This change, and the rumored changes to the dining plan (enforcing non-transferability, changing the system to track child credits) all coming at once make me think Disney is in expense cutting mode. They are anticipating some tight times with the increases in gas prices (and the resulting increases in airfare, food, and darn near everything else) and are trying to squeeze waste from their systems. WDWs operational costs have GOT to be going up, just as people are starting to tighten their belts to be able to afford their commutes.

When times are good, few care about a little abuse. When times get bad, you need every penny to hit your numbers.

In this case, any waste gets passed to us in the way of member fees....but our fees are going to go up next year - it just costs more to run the resorts with the increases in insurance and energy costs - potentially, they may be looking at our fees and thinking they may run into the cap when they recost next year - if they are even close, they are going to be cutting where they can. And if they aren't close, but still think the proposed increase will be hard for members to swallow, they will be cutting where they can.

I think you may be on the right track. I also think that might be why they haven't yet decided if we will be able to book DDP in 2007! I have to believe they are losing money on it.

 

[dianeschlicht]

You'd be surprised then as I've rented points from 4 different DVC members, 2 of them gave me their member number, I never asked, they had it written into their contract info. Foolish yes, but some do it.

So if YOU were unethical, you could use that member number and empty their account of points! Some people are dumber than a box or rocks! Why would anyone give out that number to a stranger???

 

[welovedis]

So if YOU were unethical, you could use that member number and empty their account of points! Some people are dumber than a box or rocks! Why would anyone give out that number to a stranger???

Exactly my point, people should know better but don't seem to care. Both of the numbers were typed into my rental contract so they made the effort to put it in there. Foolish at best, guess they also put a lot of faith in those renting, lol.

Both times I sent my contract back with a note stating, "are you sure you want to keep your member number on the contract?" because I know from my own (non-DVC) timeshares that it is something that doesn't need to be on there.

 

[dvc at last !]

Ms Is "member Services".

 

[paults]

"HELLO, welcome to MS please have your MEMBER # and SSN #( last 4 digits only, we don't want anyone else to get hold of your important info) ready to prove you are a DVC owner. If not please hang up and call the MEMBER you are renting from to get their MEMBER # and SSN# (as they must have forgot you needed them ) When you call back with these #'s and we confirm you are now the MEMBER (no need to tell us your renting because you have the right # you must be the owner) then we will talk to you. We will ask if you would like to add on some nts to your existing ressie. Hey (why not) your now a member and have all these pts to use up and if you use them all you won't have to worry about banking, borrowing and stuff like that.

Now if your not a member and can't get the right #'s to talk to us, please don't call till you get them. "

 

[Laurabearz]

Oh great.... just as I am about to rent out a slew of points....

BUT I agree that member services should be for members only. So even though it means more work for me this year, I am happy about the change.

 

[Granny]

Here is what I'm thinking this morning...

This change, and the rumored changes to the dining plan (enforcing non-transferability, changing the system to track child credits) all coming at once make me think Disney is in expense cutting mode. They are anticipating some tight times with the increases in gas prices (and the resulting increases in airfare, food, and darn near everything else) and are trying to squeeze waste from their systems. WDWs operational costs have GOT to be going up, just as people are starting to tighten their belts to be able to afford their commutes.

When times are good, few care about a little abuse. When times get bad, you need every penny to hit your numbers.

In this case, any waste gets passed to us in the way of member fees....but our fees are going to go up next year - it just costs more to run the resorts with the increases in insurance and energy costs - potentially, they may be looking at our fees and thinking they may run into the cap when they recost next year - if they are even close, they are going to be cutting where they can. And if they aren't close, but still think the proposed increase will be hard for members to swallow, they will be cutting where they can.

crisi...as always, you have some good and logical insight into DVC matters. I doubt they are close to the 15% cap number at all, but it is in their interest (and fiduciary duty) to keep our dues to a minimum while maintaining a well kept and run DVC resort system.

Keep in mind, if dues jump way up, that word will get out (or Guides will have to out and out lie when asked) and could hurt new member sales somewhat. So they have something besides just our interests to help motivate them to keep annual maintenance costs down.

 

[LisaS]

This rule really doesn't bother me. However, those that think this will somehow be a big savings for members, or will magically reduce calls/dues, are probably mistaken. The renter call is just replaced by a member call.

This probably has more to do with account privacy and access than anything else.

I think there will be some reduction in calls. As I stated earlier, if every renter makes a call to confirm that the member really did make a reservation, then that's one call per rental that is saved (and I would bet that many renters called more than once in the months leading up to their trip to confirm the reservation had not been cancelled.) I also think that if a member calls on behalf of a renter to add DDP and DME, it's a shorter phone call (no additional questions such as "what if I decide I want daily housekeeping..." or "can I add a request for a particular view?" etc.) In fact, with the owner now making all calls on behalf of the renter, I would expect that owners who rent a lot of points would batch up their calls to save themselves time - one call to add DDP to a couple of reservations, add DME info to a couple of others, etc. so again, less time spent on the phone.

I think both of Crisi's theories about the reason for the change make a lot of sense 1) it gets DVC/Disney totally out of the rental transactions and 2) there is a large dues increase coming in January and any costs that Disney can cut will help offset at least a small part of that increase to soften the blow a bit.

 

[MdmMim]

Here is what I'm thinking this morning...

This change, and the rumored changes to the dining plan (enforcing non-transferability, changing the system to track child credits) all coming at once make me think Disney is in expense cutting mode. They are anticipating some tight times with the increases in gas prices (and the resulting increases in airfare, food, and darn near everything else) and are trying to squeeze waste from their systems. WDWs operational costs have GOT to be going up, just as people are starting to tighten their belts to be able to afford their commutes.

Crisi, good point!

I think MS should be for Members only. If someone wants to rent out their points, they can assume the responsibilty of adding the DDP, etc. It's part of the deal.

 

[Oreo Cookie]

Here is what I'm thinking this morning...

This change, and the rumored changes to the dining plan (enforcing non-transferability, changing the system to track child credits) all coming at once make me think Disney is in expense cutting mode. They are anticipating some tight times with the increases in gas prices (and the resulting increases in airfare, food, and darn near everything else) and are trying to squeeze waste from their systems. WDWs operational costs have GOT to be going up, just as people are starting to tighten their belts to be able to afford their commutes.

When times are good, few care about a little abuse. When times get bad, you need every penny to hit your numbers.

In this case, any waste gets passed to us in the way of member fees....but our fees are going to go up next year - it just costs more to run the resorts with the increases in insurance and energy costs - potentially, they may be looking at our fees and thinking they may run into the cap when they recost next year - if they are even close, they are going to be cutting where they can. And if they aren't close, but still think the proposed increase will be hard for members to swallow, they will be cutting where they can.

I think you are 100% correct. Times are getting tougher for everyone, businesses included, and they are taking a cost cutting approach to business so that they still maintain the acceptable profit margins. WDW operational costs must be going up, so they need to find ways to save money, just as we all do.

 

[robinb]

This probably has more to do with account privacy and access than anything else.

ITA and that's why I think it's a good idea. I rent points that I don't need and I have no problem calling MS and making the reservation, adding DME or the Dining Plan as I did for my last renter. He did call MS to verify the reservation and I was a little concerned that someone would be able to book their own vacation with my member number. I am also glad that all reservations are now sent to members only. I scan the reservation so I have an electronic copy, send the original and also send the JPEG to the renter. As someone who rents their points, I approve of this change.

 

[dkostel]

I recently rented, had a contract, got the copy of the res from the member and felt no need to call & confirm. I did have to call, however, to set up Magical Express. It seemed inappropriate at the time, shouldn't there be an ME number to handle all of it?

 

[dianeschlicht]

Does ME for DVC stays HAVE to be booked by MS? Couldn't it be like the dining ADRs? We can call the regular dining number for that (and I usually do), so why couldn't ME be booked on a non-MS number?