Phone wait times and online chat option

[DVC Dude]

I have been using the online reservation system much more than in the past as it is faster and easier now than waiting on the phone for 15 minutes or more.

In the past the wait was always less than 5 minutes so I did not mind calling and now it seems like 15 minutes is the standard.

This is terrible as there are occasions when calling is necessary and I have no explanation other than it appears that DVC is cutting back on the phone support.

Not to mention the occasional wait.....silence.....click and realize you have been disconnected.

Boo-hiss!!!

 

[DVC Dude]

Does anyone know how to get to the online chat service directly. It seems that sometimes it is there and sometimes it is not.

The CM online are minimally helpful and are better than nothing, but I have found they refer me to call the 800 number when it is a more advanced question.

 

[DVC Dude]

Does anyone know how to get to the online chat service directly. It seems that sometimes it is there and sometimes it is not.

I just figured out a hack to get online chat and here is how it is done.

I had to try to make a new reservation (i.e. one night at SSR four months from now) and then click on the points needed button to get to the next screen where you add name, address, etc.

Then the Chat button appears on the left of the screen. They are pretty quick when you click on the link.

 

[DVC Dude]

The CM online are minimally helpful and are better than nothing, but I have found they refer me to call the 800 number when it is a more advanced question.

I wanted to link two different reservations together as they are 3 night stay at AKV followed by another 3 night stay at the same resort and room type. I had to use tow different memberships to do this reservation as I did not have enough points in either account to book all 6 nights. The phone wait is well over 15 minuted today so I tried chat.

Here is the conversation:

One moment while we route your chat to a Disney Vacation Club Cast Member.

You are now chatting with (name deleted).

me: I have two reservations that I need linked together

DVC: Welcome Home! How are you today?

me: can you link two different reservation numbers (numbers deleted) from two different memberships (numbers deleted) together as i had to use two different memberships to book as i did not have enought points in one account. i would like to link two reservations so we dont have to move rooms

DVC: There are two ways for you to link your reservation. You may do so by contacting Member Services by phone or by sending an email from the member website.

me: so you can't do it?

DVC: As we are experiencing a longer than usual wait time, I would recommend that you submit your request by email since you are not travelling until three months.

me: what is the address

DVV: I am sorry, but I am not able to access the reservations to link them by chat.

DVC: You just need to click on the "Contact Us" button on DVCMember.com

 

[ILoveMyDVC]

I wanted to link two different reservations together as they are 3 night stay at AKV followed by another 3 night stay at the same resort and room type. I had to use tow different memberships to do this reservation as I did not have enough points in either account to book all 6 nights. The phone wait is well over 15 minuted today so I tried chat.

Here is the conversation:

One moment while we route your chat to a Disney Vacation Club Cast Member.

You are now chatting with (name deleted).

me: I have two reservations that I need linked together

DVC: Welcome Home! How are you today?

me: can you link two different reservation numbers (numbers deleted) from two different memberships (numbers deleted) together as i had to use two different memberships to book as i did not have enought points in one account. i would like to link two reservations so we dont have to move rooms

DVC: There are two ways for you to link your reservation. You may do so by contacting Member Services by phone or by sending an email from the member website.

me: so you can't do it?

DVC: As we are experiencing a longer than usual wait time, I would recommend that you submit your request by email since you are not travelling until three months.

me: what is the address

DVV: I am sorry, but I am not able to access the reservations to link them by chat.

DVC: You just need to click on the "Contact Us" button on DVCMember.com

Living a similar experience right now. Chat can't change a reservation. On hold with MS with a 15+ announcement of wait time.

Wishing they could add simple features to the online system. Information Technology isn't what is used to be.

 

[CarolMN]

....(snip)...... I have no explanation other than it appears that DVC is cutting back on the phone support.......

This time of the year has always been very busy for MS due to the number of members who want 11 month reservations for December. While the online system has reduced the load, there are still members calling for reservations, to pay dues and to make modifications to their reservations. (Actually, if you can clearly explain what you want to do and the request is not urgent, email works very well. IMO, the chat feature is 100% worthless. I don't think real person is really even on the line - most of the responses appear to be canned, a way for a real person to handle multiple chats at the same time. I won't bother with it again after the chat person couldn't even add a very simple request to my existing reservation). IMO, a lot of the load these days is due to the problems members are experiencing with MDE, FP+, etc.

In other words, I do not think DVC is cutting back on phone support. I think members are temporarily putting a heavy load on it. Having worked in customer call centers for several years, I know they are NOT going to staff for the peak or a temporary overload. It's not cost effective.

All that said, I, also wish they would add some features to the online system. I don't think it will happen until the MM+ system is running more smoothly.

 

[disneynutz]

I use the contact form on the member website to make changes or for other non time sensitive business.

Bill

 

[DVC Dude]

I finally got a human on the phone after about 20 mins on hold and I am glad I still have a land line with a speaker option.

I can honestly say that the CM I had today was the best ever and quickly solved two issues for me. I actually stayed online and did the survey after the call as I was so pleased. I had a complicated situation with banking and borrowing and she did a great job. I just wish I remember her name.

So I am having a Magical Day after all.

 

[Combos]

I don't think real person is really even on the line - most of the responses appear to be canned, a way for a real person to handle multiple chats at the same time.

There _is_ a real person on the other end of the chat conversation.

IMO, a lot of the load these days is due to the problems members are experiencing with MDE, FP+, etc.

Yes, there are many questions around the new programs being tested. Some are just general questions, others are to assist with functionality of the new programs.

All that said, I, also wish they would add some features to the online system. I don't think it will happen until the MM+ system is running more smoothly.

What features would you like? And do you want it to the online chat or the website or the app, or somewhere else? (I ask because Disney Cast Members do read this forum).

 

[DMKEDM]

Communicating w/DVC these days is getting more difficult...

I'm one of the hordes w/MDE/MB/FP+ issues--for the second of two trips! My trip is about a month out (2/2 is arrival day)...

I've so far spent more than 2 hours on the phone w/Disney (two separate calls)...they bounce me around so much I have no real idea who at Disney I actually talked to...started w/MS, got transferred to the MB/MDE tech people, got transferred again...

Ultimately they said they had to "do deeper research" into my problem (a linked ticket that doesn't show up for selection of FPes)...they said the ticket is there, but they can't get it to show length of time (it's a five-day PH but me telling them that didn't seem to solve the problem)...they said they'd email me the answer and if I haven't heard w/in 24 hours to call back. That was 5 days ago.

I've called back 3 times...each time getting either a busy signal or a crazy-long (45 minutes) estimated wait time. So I did the contact by email thing--3 days ago. Haven't heard back from the email either.

We think we're simply going to assume Disney is not going to allow us to use FPes this trip (the functional equivalent of a system that doesn't work to allow FP+ selection to those who are eligible is not being allowed to use the system)...

This IS a big deal to us. We're still going to take the trip. But I do hold it against Disney.

Anyway, I digress. The point of the post is that email doesn't seem to work any better than the phone. And I've called many times in December and January before and never ever have experienced busy signals and long on-hold times like this. I think it's the mess w/magic bands and my disney experience. Both are just awful.

What I'll do about it remains to be seen. Guess we'll first find out if a trip w/out access to FPes in early February is significantly adversely impacted...

Happy New Year!

 

[CarolMN]

There _is_ a real person on the other end of the chat conversation.

Well, yes, probably.

However, I still believe that person is usually not typing a unique response and is not handling just one person at a time. Based on my experience, most of the time he/she is just choosing from a menu of "canned" responses suggested by the computer. The chat CMs seem to be unable or unwilling to do anything to modify an existing reservation, even something as simple as correcting the spelling of a guest's name.

What features would you like? And do you want it to the online chat or the website or the app, or somewhere else? (I ask because Disney Cast Members do read this forum).

At a minimum:

I would like the ability to add, modify or delete guests on an existing reservation, including the ability to correct spelling errors.

I would like the ability to add notes on a waitlist - a CM cancelled a PORTION of a reservation I had when a waitlist came through, even when I did NOT set up the waitlist to cancel an existing reservation. Perhaps notes would have prevented that action and the resulting stress to get it corrected.

I would like the ability to add a request to an existing reservation. I would be OK with a choice of options if the options were tailored for the DVC resort, rather than the generic offerings available for online check-ins.

I would like those features to be part of the website online booking system, and the app if one exists - I didn't know one even existed, but I have an android tablet, not an iphone or ipad. As far as I'm concerned, chat can be eliminated and the CMs working it redeployed to the phones.

Thanks for asking.

 

[Combos]

WDW Apps:
Apple based: https://itunes.apple.com/us/app/my-disney-experience-walt/id547436543?mt=8
Android based: https://play.google.com/store/apps/details?id=com.disney.mdx.wdw.google&hl=en

 

[magicaldisney]

However, I still believe that person is usually not typing a unique response and is not handling just one person at a time. Based on my experience, most of the time he/she is just choosing from a menu of "canned" responses suggested by the computer.

This is my thought as well. I think "chat" is there to simply direct you to call MS.

 

[disneynutz]

This is my thought as well. I think "chat" is there to simply direct you to call MS.

The chat people may not even be Disney employees or have access to the same systems as MS.

IMO it's a waste of time and money, fix the website, fix MS, fix the waitlists, clean the rooms.

Bill

 

[magicaldisney]

The chat people may not even be Disney employees or have access to the same systems as MS.

IMO it's a waste of time and money, fix the website, fix MS, fix the waitlists, clean the rooms.

Bill

Absolutely agree!!

 

[nabi]

And no diapers left behind!

 

[cbnsoul]

I wanted to link two different reservations together as they are 3 night stay at AKV followed by another 3 night stay at the same resort and room type. I had to use tow different memberships to do this reservation as I did not have enough points in either account to book all 6 nights. The phone wait is well over 15 minuted today so I tried chat.

Here is the conversation:

One moment while we route your chat to a Disney Vacation Club Cast Member.

You are now chatting with (name deleted).

me: I have two reservations that I need linked together

DVC: Welcome Home! How are you today?

me: can you link two different reservation numbers (numbers deleted) from two different memberships (numbers deleted) together as i had to use two different memberships to book as i did not have enought points in one account. i would like to link two reservations so we dont have to move rooms

DVC: There are two ways for you to link your reservation. You may do so by contacting Member Services by phone or by sending an email from the member website.

me: so you can't do it?

DVC: As we are experiencing a longer than usual wait time, I would recommend that you submit your request by email since you are not travelling until three months.

me: what is the address

DVV: I am sorry, but I am not able to access the reservations to link them by chat.

DVC: You just need to click on the "Contact Us" button on DVCMember.com

This is pretty much the response I have received with any chat - sorry, you'll have to call MS. Like Disneynutz, I wonder who is staffing the chat line. Is it a dedicated call center CM or do call center CM's trade off or is it done somewhere else entirely? Honestly, I don't think the chat feature is worth the money we are paying someone to staff.

 

[disneynutz]

This is pretty much the response I have received with any chat - sorry, you'll have to call MS. Like Disneynutz, I wonder who is staffing the chat line. Is it a dedicated call center CM or do call center CM's trade off or is it done somewhere else entirely? Honestly, I don't think the chat feature is worth the money we are paying someone to staff.

IMO chat is used by companies when they have out sourced the function and/or when the agent doesn't speak English. It gives the appearance that the company cares when in fact they really don't. If they did they would put the owner/member first and not waste our time.

MS has added Spanish and Japanese speaking agents and they opened a sales and call center in Japan. Maybe we are chatting with them?

Bill

 

[nkosiek]

I have been on hold for over 41 minutes and MS is about to close. Am trying to drop some days from my original vacation and pick them up at another resort as we are travelling with my in-laws this coming summer and we just decided yesterday to do a split-stay so we can both experience the other's home resort. I am not a happy camper. I know someone always has Member satisfaction's email at the ready, could you post it because this is ridiculous?

 

[disneynutz]

I have been on hold for over 41 minutes and MS is about to close. Am trying to drop some days from my original vacation and pick them up at another resort as we are travelling with my in-laws this coming summer and we just decided yesterday to do a split-stay so we can both experience the other's home resort. I am not a happy camper. I know someone always has Member satisfaction's email at the ready, could you post it because this is ridiculous?

dvcmembersatisfactionteam@disneyvacationclub.com

Bill