On Hold tmes to speak with MS

[Ed T]

I understand with all the maintenance DVC has been going through recently that hold times to speak with MS has increased. For example the last three days in has been 25 - 30 minute hold times. Is this costing the members in maintenance fees to have members on hold? Wouldn't it be better to have MS institute a call back service so that members don't have to wait on hold. So if your hold time is 30 minutes, your question for MS takes 10 minutes we just had a phone expense of 20 minutes! If MS called back we would have saved money?
I would think that anytime a hold time is to exceed 15 minutes they should have a call back option.
Thoughts or do members like staying on hold?

 

[Chuck S]

An inconvenience, perhaps. In terms of cost, probably negligible compared to everything else. Unless you have a standard land line, live abroad or are calling from your workplace, there really is no reason to use the toll free number. Most cell phones and "alternate" home phones, like cable, Vonage, etc., don't charge long distance fees. I try to always use the 407 number.

 

[disneynutz]

I understand with all the maintenance DVC has been going through recently that hold times to speak with MS has increased. For example the last three days in has been 25 - 30 minute hold times. Is this costing the members in maintenance fees to have members on hold? Wouldn't it be better to have MS institute a call back service so that members don't have to wait on hold. So if your hold time is 30 minutes, your question for MS takes 10 minutes we just had a phone expense of 20 minutes! If MS called back we would have saved money?
I would think that anytime a hold time is to exceed 15 minutes they should have a call back option.
Thoughts or do members like staying on hold?

Service after the sale isn't Disney's goal. The fix would be to not have problems to begin with and reminding members not to call, use the online resources that should be available instead. 50% of the membership still calls MS instead of booking online.

Bill

 

[Ed T]

I agree that having members use the online reservation tool is ideal however when it comes to booking say Grand California and there isn't any availability then the option is to call to see if the Disneyland resorts are available. Until they find a way to let members book alternative resorts within Disney World and Disneyland you have to call MS. Also their reservation inventory isn't always up to date. You could look online and there is nothing, then you call and they have something. Love the resort availability tool if it works.

 

[disneynutz]

I agree that having members use the online reservation tool is ideal however when it comes to booking say Grand California and there isn't any availability then the option is to call to see if the Disneyland resorts are available. Until they find a way to let members book alternative resorts within Disney World and Disneyland you have to call MS. Also their reservation inventory isn't always up to date. You could look online and there is nothing, then you call and they have something. Love the resort availability tool if it works.

There are times when we have no choice but to call.

Adding or deleting names from a reservation, deleting days from a reservation, adding room requests, adding DME, can all be done online by sending a form to MS. These requests are processed by a different group not working the phones.

Bill

 

[Snurk71]

. I try to always use the 407 number.

I didn't even know DVC had a 407 number. ..

 

[Chuck S]

i didn't even know dvc had a 407 number. ..

407-566-3800

 

[DebbieB]

I believe Member Services comes out of the Management Fee in the budget. The management fee is calculated as 12% of the total operating budget. So I don't see how long waits would increase dues.

 

[cel_disney]

I had to call to cancel my Aulani reservations (insert major sad face here!!!). I called Saturday around 10am and got thru in about 1 minute. I kind of figured the phone wait had ended after that experience! I am glad I didn't wait 25 minutes!

I do agree that it would be good to better advertise the 407 number for when we are using free long distance....and I guess they could consider a call back service for those that don't have time sensitive calls (like my cancellation) but I think I would have bailed from the phone if it was a long wait and just sent an email in that case....so not sure they need both?