Response time for email inquiry ?

[Debby7]

An April 1 I contacted MS thru the email link on the web site. The next day I received an automated response that I would hear from them within 5 days. It is now 8 days since my initial contact and no reply ! Is this typical?

 

[DebbieB]

An April 1 I contacted MS thru the email link on the web site. The next day I received an automated response that I would hear from them within 5 days. It is now 8 days since my initial contact and no reply ! Is this typical?

That's not typical unless it's something that needs research. They probably got swamped with the resale fiasco on Monday.

 

[supersnoop]

I had them add a couple people to my reservation using the email contact form. They completed my request in about 12 hours.

 

[Madame]

I e-mailed 2x about my missing welcome package. No package, no response... I figured that was par for the course with DVC.

 

[Dean Marino]

I asked about the different prices RE: AP renewals by phone, vs the WDW Website automated renewal.

No reply. For over a month.

This answered my question. "No Reply" = "there is a difference".

 

[Steve G]

I think they are just busy. I put in an email request 8 days ago and just got a reply today. in the past it took 2-3 days max.

 

[Mrs. Magic]

I emailed them 10 days ago... All I'm getting is the sound of crickets. Funny how they pride themselves on magical customer service and then seem to forget that applies to communication as well.

If they are indeed too swamped to reply to a simple email (that has nothing to do with the crazy changes they're doing), they need some sort of automatic reply saying that, due to high volume in email communication we will respond within 10 days (or whatever they feel is a reasonable response.)

True, they may have gotten busy, but they created their nightmare, and the show and the business must go on. You're never too busy for good customer service.

 

[disneynutz]

I emailed them 10 days ago... All I'm getting is the sound of crickets. Funny how they pride themselves on magical customer service and then seem to forget that applies to communication as well.

If they are indeed too swamped to reply to a simple email (that has nothing to do with the crazy changes they're doing), they need some sort of automatic reply saying that, due to high volume in email communication we will respond within 10 days (or whatever they feel is a reasonable response.)

True, they may have gotten busy, but they created their nightmare, and the show and the business must go on. You're never too busy for good customer service.

Maybe they have you in the system as a buyer and not a member???

The email gets forwarded to the group that performs that function. The last few weeks it seems that the process is taking longer. Hiring extra CM's takes away from the DVCMC profit.

Bill

 

[jo-jo]

I emailed them this morning about extra tags for ME and the fact the paper for ME said no return flight info.. Got the 'we'll get back to you" email within mins. Got a detailed email this afternoon. Telling me the date the extra tags will be mailed. the reason the info was missing, and that a separate ME paper was being processed.

I was impressed with both the speed and the detailed response.

 

[disneynutz]

I emailed them this morning about extra tags for ME and the fact the paper for ME said no return flight info.. Got the 'we'll get back to you" email within mins. Got a detailed email this afternoon. Telling me the date the extra tags will be mailed. the reason the info was missing, and that a separate ME paper was being processed.

I was impressed with both the speed and the detailed response.

Just so you know, DME isn't a DVC function, while they can input reservations, DVC is like the middle man. I'm glad that they were quick to respond, in the future DME's phone number is (866) 599-0951. DVC has to input the reservation for accounting purposes but any corrections or changes can be addressed to DME directly.

Bill

 

[jo-jo]

Just so you know, DME isn't a DVC function, while they can input reservations, DVC is like the middle man. I'm glad that they were quick to respond, in the future DME's phone number is (866) 599-0951. DVC has to input the reservation for accounting purposes but any corrections or changes can be addressed to DME directly.

Bill

I didn't know that. I had spoken with MS a few weeks ago to drop a day off our trip and to add ME. At that time I did ask for extra tags. When the extra tags didn't arrive, I spoke with disney chat. They told me to either call MS or email MS. No one ever mentioned calling directly.

Thanks for the information.

 

[disneynutz]

I didn't know that. I had spoken with MS a few weeks ago to drop a day off our trip and to add ME. At that time I did ask for extra tags. When the extra tags didn't arrive, I spoke with disney chat. They told me to either call MS or email MS. No one ever mentioned calling directly.

Thanks for the information.

DVC won't tell you about calling DME directly because they want to be the middle man, the travel agent if you will.

I have found that going directly to the provider usually works best and results in fewer errors.

Bill