Opening a ticket for tech support

[n2mm]

any feedback on getting tech support with your dvc account. I give up on my account. After months of gateway time out errors, dwarves throwing me out constantly, I finally broke down and asked for help. I tried everything. Doesn’t matter which device I use, nor does it matter safari or chrome, it should not take me 3 hours to book a reservation or all day to modify one. Constantly clearing my cookies, rebooting, refreshing and back arrowing sometimes gets me a result. I know it’s not my devices or connection. My daughter has her own contract and I booked her summer trip for her, by logging into her account with her logon info. It took me 3 minutes to book and get a confirmation. members services put a ticket in for me on Saturday and I’m still waiting. anyone Else have to deal with the tech support folks? I may call regular wdw tech support and at least find out what the timeline for my ticket is. MS said I can only request website help through them.

 

[WilsonFlyer]

I am having exactly the same problems. Member services apparently uses our own account to complete reservations and waitlists and MS had the same problem trying to complete a waitlist with my account just last week. She worked it (supposedly with IT) for 40 some minutes and finally gave up when I told her to try using my wife's account. She finally got it done using my wife's account in literally 3 minutes, but promised to follow up and let me know when it had been fixed. I have not heard from her. Her suggestion was to send an email with screen shots to members@disneyvacationclub.com . Having not heard back, and unfortunately I'm not sure I expected to; I finally did just that not an hour ago.

Let's keep this thread going. I'm sorry to hear you are having issues, but I admit I'm somewhat relieved to hear that apparently I'm not alone. It sounds like exactly the same problem(s).

Mods: Please consider leaving this thread here. These threads get lost in "Member Services" and fall into oblivion. I documented this problem and it was moved there just a month ago and it fell completely off the radar screen. I would contend this is not a member services problem, but rather an account problem. Member Services on the forum should be reserved for issues when dealing with them interactively. This has nothing to do with that, but rather has to do with the online systems. Thank you.

 

[n2mm]

thank you. it is a relief that Im not alone. However, I have the same issues whether I log into my account or husband's. I am tempted to call the IT number just to pick their brain. I'll post back if I get anywhere.

 

[n2mm]

Still nothing yet. I did send them an email yesterday and included screenshots of my error pages. Thanks for the suggest.

 

[WilsonFlyer]

Haven't heard anything either except the "We got it." auto-response. I'm betting on a week or maybe two given everything that's going on. Maybe we're at least on track to see something.

 

[SandyinMonterey]

I've had problems in the past. I've only spoken to tech/IT via phone after being connected to them by another person. I'm always told the same response. "It's a problem on your end, not ours. We are not receiving complaints about that."

 

[WilsonFlyer]

I've had problems in the past. I've only spoken to tech/IT via phone after being connected to them by another person. I'm always told the same response. "It's a problem on your end, not ours. We are not receiving complaints about that."

With all due respect, they don't get to play that card. I have the supporting backside HTML and submitted it as part of what I sent. It's not my problem, and IT will know that I know that.

 

[keishashadow]

Oh my, hope it resolves soon for you guys, has to be so frustrating.

Just a suggestion, have you tried using chrome or starting out in private mode on whatever browser?

 

[WilsonFlyer]

Oh my, hope it resolves soon for you guys, has to be so frustrating.

Just a suggestion, have you tried using chrome or starting out in private mode on whatever browser?

At least 7-8 different machines (I'm in the IT managed services business.). PC and Mac. 3-4 variants of browsers on each machine. Did I mention MS couldn't do it with my account either?

 

[keishashadow]

Did I mention MS couldn't do it with my account either?

You sure did. Not sure I have much faith in MS ability when it comes to technical issues though.

Have found sometimes it is the simplest methodology that works in a situation such as this, one that can easily be overlooked...ergo my suggestion. Wasn’t meant as any sort of judgement.

Sounds as though you are an expert in the field, perhaps you will spur a fix in the system.

 

[WilsonFlyer]

I learned on my last call that MS essentially logs in as "you" in order to do reservations, wait lists, etc. It sounded like they can literally log in as us and use the system very similarly as we do, though I admittedly didn't ask for those kinds of details. The MS person that was doing my waitlist was essentially using my account, and experiencing the exact same problems I was experiencing in trying to create a waitlist, which briefly was, I get to the last step and "Agree" and submit and it kicks me to the 7 Dwarves. Every time. Every permutation and parameter I can think to change. I've even tried ridiculous permutations that I would never let stand, but they all fail exactly the same way. They did the same for the CM helping me. My wife's account worked perfectly.

I didn't really "put any faith" in MS's ability to fix it, but she did have DVC IT on the phone trying to get it fixed. At least until I slipped up and asked if my wife's worked after I learned that's how they did it. By that time, it had lost its entertainment value to me as I was about an hour and a half vested in the call, plus countless time I had wasted trying to do it myself online. Really just trying to see if I could make it work. I let the CM go. It wasn't in any of our interest for me to keep her as a captive audience when there was nothing she could do anyway. She did promise to follow up if she heard back from IT. I suspect she never did, and here we are. So I started working the problem as she had suggested during the call by sending a detailed email.

Could I use my wife's account to accomplish the couple of things I can no longer do with mine? Certainly. But my account is the "god" account and controls everything else. I want everything to work as it should with that account. Something happened to my account when P&R/DVC merged everything a few months back. I know this because a mystical "me" showed up on my MDE at the same time. One of them has my avatar and the other just has a Mickey head. My "real" one seems to work as it should except to create a waitlist for DVC, but I can't get rid of the other one and can't do anything with it. I passed this on to MS in the email I sent. I really believe something is still tied to that bogus account that the merge created and that's the problem.

Anyway. That's where my situation is. Like I said. I can live with it, but for fear of sounding uppity about it, for what I paid; I shouldn't have to. Certainly not for the remainder of our DVC contract lives.

 

[heapmaster]

Your DVC account is linked to the GO SSO system to link the MDE to your DVC account to get any trips you may create on the DVC side . Call (407) 939-4357 and have them remove the broken user profile (the one you see as the Mickey Head) and see if that gets you fixed up.

 

[_19disnA]

If you look around on this forum, there are CONSTANT threads about issues with various Disney applications. You are certainly not the only one having issues.

 

[n2mm]

After catching up on Wilsonflyer’s updates, this is depressing. I’ve not heard anything regarding my open ticket or my detailed email sent to MS. while I still can sometimes get things completed, no one should have to log in 20-30 times a day to try to modify or book a reservation. It took me a week of logging in and trying to modify a reservation just to add my name to the reservation. My hopes of ever getting a reservation at 8:00am again are now gone. My next 7 month window opens in April, so hoping I’m up and running by then. Yes, I’ve tried every thing, both safari and chrom, even incognito. I dump my cookies, reboot. I do find logging into my profile often gets me in easier, than logging into my dashboard. i see the problem is how long it takes to go from page to page. Every time I hit ok/next to go to the next page it starts circling. I hold my breath to wait for the next page to appear. The page I have the worse time with it the points page, the page where you check which points you want to use. I get thrown out at this point 99% of the time. I only have 7 contracts to load, so not that many. I may call just the wdw tech folks today to get some advice.

 

[WilsonFlyer]

If you look around on this forum, there are CONSTANT threads about issues with various Disney applications. You are certainly not the only one having issues.

SSO is a blessing and a curse. I hate it more than I love it. Mostly because of poor implementations.

 

[n2mm]

I actually made some progress. I called wdw tech number and got a CM that actually helped me (I did not call DVC). While it’s not fixed, I at least got some info. She investigated it for me and found my ticket number, that I wrote down, and talked to other techs about it. Seems they have looked at my account but couldn’t fix it so it was escalated to a higher level. while waiting for responses I told her I was on the waiting list to repurchase my canceled APs. Luckily she knew about the process. She contacted that office on my behalf to verify they got my info, but said they are still running about a month behind. I told her I had a trip in 2 weeks so maybe I’ll get called by then. She contacted them and they told her to tell me they will call me today since I have a trip soon. so that was some pixie dust. it makes me feel better that at least someone looked at my account. So I’m still limping along, but don’t feel too bad now knowing I at least have a real ticket. And the AP purchase lifts my spirits.

 

[WilsonFlyer]

5 days later, essentially; "Thanks for contacting. Without your membership number, blah, blah, blah. You are welcome to call at..." I already did.

Here ya go. We're not blowing this one off. Somebody's going to have to deal wait it eventually. We're not going down quite that quietly. I've got as much time as they do.

 

[n2mm]

5 days later, essentially; "Thanks for contacting. Without your membership number, blah, blah, blah. You are welcome to call at..." I already did.

Here ya go. We're not blowing this one off. Somebody's going to have to deal wait it eventually. We're not going down quite that quietly. I've got as much time as they do.

ugh. It would have been nice if they had just called you to get the additional information instead of making you start all over again. I never got a response to my email, other than it was received. I did include all my info, acct #, address, phone. But since I’ve talked to a tech person over the weekend, I probably won’t even be contacted online. I do have my open ticket number now to add to my timeline collection of dates and names. good luck and keep updating.

 

[n2mm]

Update. I did get a response to my email I sent to DVC. It included screenshots and a detailed description. the response was simple and said they were forwarding my email to their IT partners. However, my account has gotten better over the past week. Rarely a gateway error while logging in and successfully completed a couple of modifications On the first try. Even just testing my reservations, but not changing anything. I still don’t get a confirmation page at the end and hold my breath while I load my dashboard to see if the change occurred. I’ve been told twice now that someone would contact me, but so far nothing. My frustration level has gotten better, but it’s amazing that I’m willing set my bar so low When it comes to Disney IT, both DVC and MDE. Yesterday I was booking dining for April and had to logon to MDE as the app was useless.

 

[WilsonFlyer]

Mine is completely fubar this morning. I can't even get to the booking page now. Just a little earlier, I could get there but the resorts loading hung. Ironically, I'm hoping against hope this is a good sign and that they're working on it. A man's gotta have a dream, right?