Slowdown @ MS

[Debby7]

What is up at MS? Not only are the hold times for calls horrendous, but now the email responses are also extremely slow. I sent an email on Sunday asking MS to add some family members to our reservation. It is Wednesday and still no reply other than the automated we will respond in 2 days
email !
We have been members since 1992 and the MS response times have always seemed to be generally good until the past few months. Something is going on at MS- reduced staff numbers would be the most obvious guess but whatever it is, something needs to be fixed !

 

[tjkraz]

Member Services is fielding a lot of additional phone calls with the MyMagic+ services coming on-line.

 

[Debby7]

If the slowdown in MS services is due to My Magic +, they need to add staff to compensate. That program is not about to get any less complicated for quite a while and in the meantime members are now receiving sub par services.( no fault on the CM's part) And why are our dues paying to resolve issues with a Disney Company program? I suppose some members like having our own dedicated help with MDE etc., but there are other sources for that help. Our dues are intended for help with membership related tasks:reservations, banking, etc.

Sorry if I am sounding cranky, but after 20 years of membership, it irritates me greatly to see the quality of my membership deteriorating.

 

[tjkraz]

I do think it's prudent to wait a few months before making any major adjustments.

Adding staff is typically easier said than done...especially if you want well-trained, informed people. Nobody wants to be placed on hold every 2 minutes so that a rep can consult with a supervisor or coworkers.

And I don't think people appreciate being transferred from one rep to another to another to get their questions answered. If the Member Services reps are qualified to assist people with MyMagic+ questions, I'd rather they do so instead of saying "I'm sorry, I'll have to transfer you elsewhere to get that information."

It has always been MS policy to answer all questions to the best of their abilities. That applies to dining questions, basic theme park questions, travel insurance, etc.

A lot of what we currently see on-line is angst and uncertainty over the entire MyMagic+ program. That seems to be trickling-down to Disney reps, too. And I think much of that will go away once the program is in place and guests have had a chance to both read about others' experiences and use the system first-hand.

The fact that people are now making 11 month reservations for the busy Thanksgiving-to-New Year's period for 2014 is placing additional pressure on the staff.

 

[Mousewerks]

I had reason to call MS a couple of days ago and noticed that they put a menu system on the front end.. "Press 1 for My Magic + questions, Press 2 for DVC services.." etc.. I hope that helps reduce the burden on MS.

 

[disneynutz]

Are My Magic+ questions still being answered by MS or are you transferred to another call center?

Are we paying for MS to answer My Magic + questions when it isn't a DVC product?

Are the wait times and slow responses a change due to DVC new management or cost cutting?

Bill

 

[Iamthequeen]

Maybe the slow down is from members calling to pay dues with 59 gift cards????

 

[bethifoody]

I called MS the other day (Weds. & Thurs.), once to remove a guest from my reservation & once to change resorts. My wait time for the first call was 6 min. The second call had no wait time whatsoever. Maybe I just got lucky?

 

[jackskellingtonsgirl]

I have not been able to get the website to work for the past 4 days. I had to call this AM, and my hold time was 15 minutes. Then I could not modify the reservation because the night I needed wasn't available.
And they KNOW the website is broken!

 

[Debby7]

Sadly I waited 6 days for a response to my email request. Now there is a spelling error in my last name that means another email to MS to fix it so I can again try to link my reservation to my MDE account. This is not the level of service I am used to from MS. VERY disappointed.

 

[DebbieB]

I have not been able to get the website to work for the past 4 days. I had to call this AM, and my hold time was 15 minutes. Then I could not modify the reservation because the night I needed wasn't available.
And they KNOW the website is broken!

I was just able to log in but "check availability" was not active.

I changed a reservation about a week ago, I dropped a night off my May VGF reservation. When I checked my reservation online, they made my friend Guest #1 and me Guest #2! I know that's an existing problem. I had about a 15 minute wait around 5:30pm.

 

[bobbiwoz]

What is up at MS? Not only are the hold times for calls horrendous, but now the email responses are also extremely slow. I sent an email on Sunday asking MS to add some family members to our reservation. It is Wednesday and still no reply other than the automated we will respond in 2 days
email !
We have been members since 1992 and the MS response times have always seemed to be generally good until the past few months. Something is going on at MS- reduced staff numbers would be the most obvious guess but whatever it is, something needs to be fixed !

It took so long for MS to add a name to my reservation, we were two days into it when I got the response that they could not do it. DS, DGD were coming for Marathon events, not parks, so it didn't really matter I guess.