Response time from MS on secure messages

[LauraLea]

I sent a message last Thursday morning to MS. Received the auto message back stating I would have a response in 2 days. I am still waiting.

Anyone else having a long delay in getting responses?

Laura

 

[disneynutz]

2 maybe 3 days max. Depending on what you sent and who you intended the message to go to, that could increase the contact time.

I have never had them not respond and I have sent at least 40 contact forms.

Bill

 

[drusba]

I have one right now that has already gone 3 days without a response. Before this year, I alweays got something back within two days but I sent another one back in March of this year to which it took them four days to respond. With the now usual long wait times for phone calls and these latest delays for an email response, I am beginning to believe they have only one person working anymore at MS.

 

[bobbiwoz]

I just got an unsolicited phone call from DVC's Homecoming Team, in advance of my BCV stay later this month. The woman just wanted to know if we needed help planning, cared to add dining plan, even gave me a Homecoming phone number to call in case I think of something.

I think DVC has been responsive to my e-mails faster than you have indicated. Is your question a particularly difficult one? Someone signing "Todd" seems to always respond to my note.

 

[disneynutz]

People sometimes don't realize where they are sending the message. The website contact form is processed by MS, if your contact isn't an MS reservation issue they need to forward the email to the correct team, admin, member satisfaction etc. They might not even look at the incoming message for 2 days, then forward it to the correct team may take a day.

Member Satisfaction can take a few days because they are waiting for resorts or some other business unit to get back to them.

Bill

 

[KAT4DISNEY]

The last time I sent a message was in May and if I recall correctly it was 6 days before I had a response. The email had said within 2 days.

DVC seems to be placing energy into proactive contact such as Bobbi mentioned and at the same time phone waits have increased as well as email responses.

 

[zavandor]

My latest request took 4 days, but it was a difficult one I think. It was a point reallocation on a linked reservation made of 4 segments. At the end I got the points reallocated and the reservations merged into one.

 

[LauraLea]

I finally got a response late this afternoon. All I wanted was to drop a few nights from 2 different reservations. I had made F&W reservations months ago and overbooked until I could make our special event reservations. Once I locked in what we were doing for F&W I needed to cancel some nights.

Looks like others are also not getting the 2 day response.

Laura

 

[CarolMN]

I must be very lucky.

Early yesterday morning (before 7 Eastern), I sent a request to MS to combine two reservations. I rec'd the auto response and then when I checked email about 3 hours later, they had already completed my request and sent me an email telling me so. I was very surprised (but pleased) at the quick response.

In the past, it's always taken a few days to get things like that done.

 

[drusba]

Following up on my post, #3, above. I received an email responding to my request (which was to drop a night from an existing reservation) today, six days after I sent the email.

 

[disneynutz]

Following up on my post, #3, above. I received an email responding to my request (which was to drop a night from an existing reservation) today, six days after I sent the email.

Processing time is taking longer now. I wonder if the new MS CM's have anything to do with it.

Bill

 

[Dean]

On the last email I got a response the same day (early morning to late morning) but on the one before that it was 4 full days. I'd actually given up on it and called that morning then when they got the email they made the changes which were slightly different than I'd done of the phone call. Generally I'd say 2 business days is my experience.

 

[disneynutz]

Contact confirmation now lists the response time as 5 days, not 2 as before.

Maybe we should come up with a quarterly MS report card and send it to Bob Iger. He brags each quarter how Disney is making record profits. We are definitely getting less/worse service from the DVC.

Bill

 

[KAT4DISNEY]

Contact confirmation now lists the response time as 5 days, not 2 as before.

Maybe we should come up with a quarterly MS report card and send it to Bob Iger. He brags each quarter how Disney is making record profits. We are definitely getting less/worse service from the DVC.

Bill

That's a way to "fix" the problem. Just reduce the expectation.

 

[Dean]

That's a way to "fix" the problem. Just reduce the expectation.

That's exactly what they did with check in and room requests.

 

[Nanajo1]

I sent an e-mail yesterday. Looking for an explanation to the changes made to my ressie without my knowledge. They cancelled my need roll in shower request. I need to know how this happened.

 

[SkyMedik]

My reply acknowledging my room request came this morning, 7 days from the time I sent it.....

 

[Dean]

I sent an e-mail yesterday. Looking for an explanation to the changes made to my ressie without my knowledge. They cancelled my need roll in shower request. I need to know how this happened.

I'd call on this one. I presume you scheduled a HC villa and they had originally blocked on with a roll in shower and that now it doesn't show online.

 

[JimMIA]

I sent an e-mail yesterday. Looking for an explanation to the changes made to my ressie without my knowledge. They cancelled my need roll in shower request. I need to know how this happened.

I agree with Dean; you need to call MS.

You also need to understand how HA accommodations are set up. Just requesting a roll-in shower doesn't guarantee anything. There is a huge difference between an accommodation you request, and one that is actually guaranteed.

I'm sure Disney will do everything they can to meet your needs, but you have to talk to the right people. MS needs to coordinate that with Disney's disability folks to make sure it gets actually done, I believe.

I'm not an expert in this area, but I'm sure you can find a lot of help over on the DIS's DisAbilities board.

 

[KAT4DISNEY]

I agree with Dean; you need to call MS. You also need to understand how HA accommodations are set up. Just requesting a roll-in shower doesn't guarantee anything. There is a huge difference between an accommodation you request, and one that is actually guaranteed. I'm sure Disney will do everything they can to meet your needs, but you have to talk to the right people. MS needs to coordinate that with Disney's disability folks to make sure it gets actually done, I believe. I'm not an expert in this area, but I'm sure you can find a lot of help over on the DIS's DisAbilities board.

That was the old system but Disney finally had to get better at this and and eliminate the inequality of requiring the need to call vs allowing non handicap rooms to be booked online. It is now an option to select when making the reservation online like any booking category although you do have to indicate you need that option to show up.