The DCL Phone line?

[DCLCrazy64622]

Has anyone else gotten that survey that asks you for all of your information before being connected to an agent? It’s maddening! It happens every single time I call now. It takes like 5 minutes to get though it. Does anyone know how to bypass it?

 

[PrincessArlena'sDad]

Use a travel agent?

 

[Sytrace]

Has anyone else gotten that survey that asks you for all of your information before being connected to an agent? It’s maddening! It happens every single time I call now. It takes like 5 minutes to get though it. Does anyone know how to bypass it?

This is the process they use to get you to the right person to talk to. It has been this way for as long as I can remember. All phone numbers feed into the one so they need to know information so you get directed properly. You still have to verify once you get to a CM reservation number, name of lead guest as well as sail date and ship.

 

[hubbard53]

is it like the cable company where when you DO get to a live person you have to verify teh information you just gave the computer?

 

[Sytrace]

is it like the cable company where when you DO get to a live person you have to verify teh information you just gave the computer?

Yes indeed. lol

 

[DCLCrazy64622]

This is the process they use to get you to the right person to talk to. It has been this way for as long as I can remember. All phone numbers feed into the one so they need to know information so you get directed properly. You still have to verify once you get to a CM reservation number, name of lead guest as well as sail date and ship.

I understand what you’re saying, but this is way different. It’s now asking me for my address and how many children are sailing and if I would like information on Disneyland, world, DVC, or ABD. It’s asking for my birthdate and a lot more before they connect me to an agent. I have been calling them for years and this is way more ramped up then just my castaway number and reservation number.

 

[DIS_MIKE]

I love how it has you input the conf # and then the first thing the DCL rep asks you is for your conf #... talk about redundant.

 

[southerngirl528]

I understand what you’re saying, but this is way different. It’s now asking me for my address and how many children are sailing and if I would like information on Disneyland, world, DVC, or ABD. It’s asking for my birthdate and a lot more before they connect me to an agent. I have been calling them for years and this is way more ramped up then just my castaway number and reservation number.

That is odd. Maybe they see YOU as a great prospect for marketing! Just kidding. If you're a CC member (sailed DCL before), have you tried CC's phone #?

I know as a longtime DVC member, they ask for my phone#, member#, and last 4 of my SS and maybe confirm my phone too, all on the menu prompts, as well as the usual questions about why I'm calling to see who they need to funnel my call to. It IS aggravating.

 

[DIS_MIKE]

I forgot about the dedicated CC #. That probably would’ve saved me a few mins.

 

[DCLCrazy64622]

That is odd. Maybe they see YOU as a great prospect for marketing! Just kidding. If you're a CC member (sailed DCL before), have you tried CC's phone #?

I know as a longtime DVC member, they ask for my phone#, member#, and last 4 of my SS and maybe confirm my phone too, all on the menu prompts, as well as the usual questions about why I'm calling to see who they need to funnel my call to. It IS aggravating.

Yeah, I feel like they’ve put a cookie on my computer that’s watching my every move and therefore marketing towards me! I verified the number and it is the CC line.

 

[MillauFr]

I am shocked that Disney still requires you to talk to a live person. Why can't you just make all changes via their website or use live chat? They really need to upgrade their computer systems or outsource the whole thing to Amazon Web Services.

 

[Sytrace]

I understand what you’re saying, but this is way different. It’s now asking me for my address and how many children are sailing and if I would like information on Disneyland, world, DVC, or ABD. It’s asking for my birthdate and a lot more before they connect me to an agent. I have been calling them for years and this is way more ramped up then just my castaway number and reservation number.

Okay...now that IS odd! I call DCL frequently for various reasons and have not had that happen. The automated phone system asks me if I need flights while I am waiting for a rep...but none of that other stuff. Hmmm.. That is really strange and would make me ask the phone rep why that would be happening now.

 

[DCLCrazy64622]

Okay...now that IS odd! I call DCL frequently for various reasons and have not had that happen. The automated phone system asks me if I need flights while I am waiting for a rep...but none of that other stuff. Hmmm.. That is really strange and would make me ask the phone rep why that would be happening now.

I did mention it to the phone rep. She had no idea what I was talking about.

 

[Sytrace]

I did mention it to the phone rep. She had no idea what I was talking about.

I am at a loss on this one then. That just is odd to require that much information before you even speak to a rep. Sometimes I run into a problem where I get the "you are not authorized" and to enter my mailbox number. Which I don't have. I chalk that up to a glitch in the system and call back.

 

[southerngirl528]

Yeah, I feel like they’ve put a cookie on my computer that’s watching my every move and therefore marketing towards me! I verified the number and it is the CC line.

I know Disney marketing does put some AWFULLY long menu prompts on their phone systems sometimes that make you jump through hoop after hoop before you can get a real person. UGH As I mentioned earlier, I really feel like DVC has way too much gunk like that on their phone system for their members. Makes me kinda crazy each time I call, which is not often. But as with DCL, for some things, it is required you call.

I did mention it to the phone rep. She had no idea what I was talking about.

This does not surprise me. I've worked in Disney phone centers (long ago) and the advisors are not always kept up to date on stuff like that.

I am shocked that Disney still requires you to talk to a live person. Why can't you just make all changes via their website or use live chat? They really need to upgrade their computer systems or outsource the whole thing to Amazon Web Services.

I agree with the premise of your comment, but must admit that for some things, I want a real live human to talk to. I have yet to find an automated phone system that can truly take care of any odd or end for which I might need assistance.

 

[MomOTwins]

I know what you mean. The thing that makes me batty is that after I have entered all that info, the rep that picks up the phone asks for it all over again! I honestly think they just go through process to kill time so that people feel like they have a shorter wait time on hold to speak with someone, and that none of the info they prompt you for actually goes to the rep you are going to speaking with.

 

[DCLCrazy64622]

I know what you mean. The thing that makes me batty is that after I have entered all that info, the rep that picks up the phone asks for it all over again! I honestly think they just go through process to kill time so that people feel like they have a shorter wait time on hold to speak with someone, and that none of the info they prompt you for actually goes to the rep you are going to speaking with.

haha! I always ask them what is the point of me entering it through the automated line and they can never give me an answer.

 

[CrawfordMomof3]

Like others have said, Disney is not the only company to do this. But I agree that is just very redundant and a waste of time.

 

[DisneyPiPhi]

Use a travel agent?

 

[mmmears]

I understand what you’re saying, but this is way different. It’s now asking me for my address and how many children are sailing and if I would like information on Disneyland, world, DVC, or ABD. It’s asking for my birthdate and a lot more before they connect me to an agent. I have been calling them for years and this is way more ramped up then just my castaway number and reservation number.

I was going to say yes, but after reading your update, no. Luckily I haven't had to go through all of that. Yikes.

I love how it has you input the conf # and then the first thing the DCL rep asks you is for your conf #... talk about redundant.

THIS! It's so annoying.