News Flash Ms Call Changes!!!

[LisaS]

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?

There is a direct number for ME. I've had to use it a couple of times when the ME reservation I made through CRO didn't propigate to ME's database. The CM at CRO gave me a phone number for ME and I made my ME reservation directly with them.

 

[Simba's Mom]

Caskbill provided a great analysis in the thread where a renter was complaining that MS was "rude" when he called on the busiest day of the week for MS calls.

http://www.disboards.com/showpost.php?p=13679904&postcount=52

Looks like he was fortunate to have gotten thru yesterday instead of waiting until today. Just imagine the disappointment if he was unable to get any information from MS.

That's the one I was thinking of! Thanks so much! And now we can give the correct person credit. I know it was a real eye opener to me.

 

[crisi]

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?

The vast majority of ME is coming through CRO and the resort lines. Rather than setting up a seperate desk and having people make multiple phone calls to multiple numbers (already you call CRO and Disney Dining), they made you be able to call one place. For DVC members, MS takes the place of CRO. Since DVC itself seems to like to pretend renting doesn't happen (or perhaps more correctly doesn't want anything to do with it), they don't need to make special arrangement for those few people who aren't booking through either CRO or MS.

People like to have one point of contact.

 

[dianeschlicht]

There must be other changes to call protocol at MS as well. I called today to add the DDP to our December ressie. I did not have to give her my member number. Of course, that might be because I gave her my name and the reservation number first. Her only questions to me were, what resort? and last 4 digits of social. She said she could see my member number. It must be linked to the ressie number, but it's the first time I have called to tweak a ressie where I have not had to give my member number as well as the ressie number. Perhaps their computer programs have changed a bit.

 

[Patty3]

Since I have never rented my points, I did not even know that folks were doing this. To me, Member Services is for members, not for renters.

 

[greenban]

There must be other changes to call protocol at MS as well. I called today to add the DDP to our December ressie. I did not have to give her my member number. Of course, that might be because I gave her my name and the reservation number first. Her only questions to me were, what resort? and last 4 digits of social. She said she could see my member number. It must be linked to the ressie number, but it's the first time I have called to tweak a ressie where I have not had to give my member number as well as the ressie number. Perhaps their computer programs have changed a bit.

For the last coupla months, every once in a while, an advisor would look up availability for me without asking for my Member ID. I had always assummed they were new (and they were), but Diane may be right, in that prompt screens have changed.

I actually asked 2 of them last week, if I could give them my DVC ID!

-Tony

 

[Chuck S]

It may be that the computer system looks for caller ID, and of you call from your home phone it pulls up your account automatically. Nice upgrade, and does tend to be a little more secure if in the future there is a dispute and they can look back and tell what number you called from.

 

[dianeschlicht]

It may be that the computer system looks for caller ID, and of you call from your home phone it pulls up your account automatically. Nice upgrade, and does tend to be a little more secure if in the future there is a dispute and they can look back and tell what number you called from.

That might go along with the recording of calls too.

 

[LIFERBABE]

It may be that the computer system looks for caller ID, and of you call from your home phone it pulls up your account automatically. Nice upgrade, and does tend to be a little more secure if in the future there is a dispute and they can look back and tell what number you called from.

You Know What!! That has to be it!

When I called on Monday, I thought it was really strange that I didnt have to jump thru all the ID hoops they normally go thru. I automatically state my name and Member # (Im an old military gal ) but after volunteering that info, I was only asked for what resort. I just thought that because it was a Monday they were skipping the formalities.

So now the change is making even more sense! Renters and Guests will not be recognized because they are not calling from the Members home or registered #. If you are a member and calling from one of the registered #'s they can immediately get down to business. If you are not, you will have to go thru all the ID steps. If you cant provide proper ID, they will not help you.
Associates will be in the system so no problem there either.

MS is trying to gain efficiency so that must mean the online booking is closer to fruition. The more streamlined the calls are, the more incoming calls per rep per day. The less reps they need. Online booking will be extremely well received except for the small percentage of members that want to talk to a live person.

I also agree, that we are looking at a significant dues increase next year. DVC will try to break it to us gently, but we support alot of functions with our dues and I am expecting to see it just like we have seen it at our regular home. That's why I cringe when people post to the whole world how to override the AC in DVC units.

 

[dianeschlicht]

I have to say, I am all for BOTH of those changes!

 

[rinkwide]

Awesome news. I'm gonna' go up and get my Member's Only jacket out of the attic and wear it each time I call. Then everyone will know I'm really cool.

 

[vascubaguy]

Awesome news. I'm gonna' go up and get my Member's Only jacket out of the attic and wear it each time I call. Then everyone will know I'm really cool.

I don't have one of those, but I guess I can pull out my DVC member tote!

 

[LIFERBABE]

Awesome news. I'm gonna' go up and get my Member's Only jacket out of the attic and wear it each time I call. Then everyone will know I'm really cool.

Rink, you probably have one in every color! Please dont!! I wont be able to control myself!

 

[JimMIA]

I don't have one of those, but I guess I can pull out my DVC member tote!

I think you had to buy quite some time ago to get one of those Member's Only beauties! I only have a tote and a nice Publix bag from Tom...

 

[MissD]

Awesome news. I'm gonna' go up and get my Member's Only jacket out of the attic and wear it each time I call. Then everyone will know I'm really cool.

More fuel for my 'never throw anything away' DH!
Can I still call if he's the only one with a jacket?

 

[keishashadow]

I've been calling MS everyday for a day-by-day res 11 month mark & each time I've been asked for member #, last 4 digits, name, address, telephone # - the works. No big deal IMO, glad they have some "security" in place.

Must admit that one of the biggest reasons we "took the plunge" and became members was because I was afraid of getting ripped off by a shady DVC member. Of course, this was before I became educated as to the swell bunch of members of which the club is comprised.

That said, life is a bit of a crap shoot. If a renter wants to stay in a DVC unit @rock bottom prices, a prudent person can expect a trade off. Bad things do happen to good people but, think that tales of renters being left high & dry would find their way into these tomes if this were a stand m.o.

Guess I can be considered a 1st time renter for trip I booked for DS in Jan. When I added ME they did ask his full name, address & phone number. BTW, CM assurred me they're going to offer DP, just waiting to hear how much it will cost...from her lips to Mickey's ears.

BTW, don't throw out the Members Only clothing, they're vintage...the Miami Vice remake is on the horizon - break out the pastels.

 

[dianeschlicht]

I've been calling MS everyday for a day-by-day res 11 month mark & each time I've been asked for member #, last 4 digits, name, address, telephone # - the works. No big deal IMO, glad they have some "security" in place.

Well I can understand that when it's making a reservation that is continuing, but my guess is they are using the caller ID for the little tweaks and changes that we do.

 

[LisaS]

I've been calling MS everyday for a day-by-day res 11 month mark & each time I've been asked for member #, last 4 digits, name, address, telephone # - the works. No big deal IMO, glad they have some "security" in place.

Have you blocked your number from being displayed on the receiving end when you make a call?

 

[Johnnie Fedora]

So you're suggesting that a member makes a call to MS and makes a reservation. Then two weeks later the member is going to call MS again to confirm the reservation? Why would he do that. That's something a renter does because they want peace of mind. The member knows he doesn't have to call back to confirm the reservation. The reservation he receives in the mail is his confirmation.

So that is definitely one less call to MS.

Members make numerous calls too. There are numerous reasons for extra calls:

You don't receive a written confirmation
You link reservations
You add guests
You cancel guests
You add them back
You make requests
You read something on the DIS and decide to change requests
You change resorts at 7 months
You start the call cycle again

Also, ask yourself why call MS for ADRs?? I mean Disney has a whole Dining department that can do that for you?? Duplication of services like that is a real waste of member dues. I imagine that more members call for ADRs than renters ever called for confirmation checks.

When DVC lets us know that they were able to reduce 3 full-time positions at MS due to this change in policy, I'll believe they are looking out for my dues. More than likely some CM at MS changed or altered a members reservation, or there was some other big or possibly potential legal issue concerning account access. What ever it is, you can count on never getting a real explanation from DVC.

 

[Deb & Bill]

And it very well might have been a quite a few members who complained to DVC about MS acting as CRO and Disney Dining for non-members.