Response Time

[Song of the South]

What has been your experience with DVC member satisfaction email response time? A few business days? A week? More than a week? Just want to make sure my expectations are within typical experiences. Thanks!

SotS

 

[Deb & Bill]

What has been your experience with DVC member satisfaction email response time? A few business days? A week? More than a week? Just want to make sure my expectations are within typical experiences. Thanks!

SotS

I usually hear back 48-72 hours. The holidays could mess up that time though.

 

[disneynutz]

It used to be 2 business days, now it's 5 if you read the auto- response email that you should have received.

DVC is going through changes again, they have added Japan MS advisors, Spanish speaking advisors, chat advisors, and reportedly some of the CM's may be working for a outside contractor. My last couple of conversations with Member Satisfaction seemed disjointed and much different than in the last several years. They were less interested in my issues and didn't offer to look into the problem. I guess it's possible that they were outsourced also.

I also found out that MS uses fake names so finding the same MS person again can be a challenge, they also change their names which makes it even harder to find them.

Bill

 

[Song of the South]

It used to be 2 business days, now it's 5 if you read the auto- response email that you should have received.

DVC is going through changes again, they have added Japan MS advisors, Spanish speaking advisors, chat advisors, and reportedly some of the CM's may be working for a outside contractor. My last couple of conversations with Member Satisfaction seemed disjointed and much different than in the last several years. They were less interested in my issues and didn't offer to look into the problem. I guess it's possible that they were outsourced also.

I also found out that MS uses fake names so finding the same MS person again can be a challenge, they also change their names which makes it even harder to find them.

Bill

Really??? They change their names? Wow. How'd you discover that?

SotS

 

[maburke]

I also found out that MS uses fake names so finding the same MS person again can be a challenge, they also change their names which makes it even harder to find them.

Really? They do satisfaction surveys so much that you'd think they are interested in getting accurate feedback on the CMs (or maybe not CMs if they're outsourced). How strange.

 

[disneynutz]

Really??? They change their names? Wow. How'd you discover that?

SotS

I ran into a CM at WDW last week that I used to talk to at MS. She/he remembered my name but I didn't recognize hers/his. That's when I was told that you knew me as blank or blank, I used 2 different names. I made a comment about fake names and was told that it is common.

Later I asked another CM at our resort if her name was really hers and she said that it was. She also told me that the CM's swap name tags for fun and if you show up to work without a name tag it counts against them. Borrowing name tags when you forget yours is also common.

Bill

 

[bethifoody]

I can confirm the use of other name tags, at least from 20 years ago, lol. It was a wardrobe requirement that you have a name tag on, preferably your own. If you didn't have your name tag, then you had to go to wardbrobe & purchase (IIRC) a new one. My name is Beth, but many, many days I was Kristen. Didn't work in GR or MS, though... just a monorail pilot.

 

[mikeymc1115]

Really? They do satisfaction surveys so much that you'd think they are interested in getting accurate feedback on the CMs (or maybe not CMs if they're outsourced). How strange.

When you speak with any Disney agent over the phone, whether it be with MS or dining or a general DRC agent, they use false names for a number of reasons. Partially for the security of the agents but mostly to keep everybody organized (for all the surveys and agent scoring metrics). What I mean by that is if they used their real names, there could be 30 Bobs and discovering the one that you actually spoke with would be impossible. Each agent has a unique name that they continuously use, no agents in the same department have the same name. The only way that they would change those names is if they moved to a new department (from dining to say MS).

As for name tags, most CMs have the proper name on their tag; unless of course they were just having some fun with some coworkers.

 

[maburke]

When you speak with any Disney agent over the phone, whether it be with MS or dining or a general DRC agent, they use false names for a number of reasons. Partially for the security of the agents but mostly to keep everybody organized (for all the surveys and agent scoring metrics). What I mean by that is if they used their real names, there could be 30 Bobs and discovering the one that you actually spoke with would be impossible. Each agent has a unique name that they continuously use, no agents in the same department have the same name. The only way that they would change those names is if they moved to a new department (from dining to say MS).

Okay, so that makes sense, but it's still a little sad.

But now I know that if I get a person with the same name, it's the same person.