This 2.5 hr call should have been an email

[RoseGold]

This is the core of what DVC sells, booking hotel rooms. I didn’t even have anything complicated that couldn’t have been done on an email. Just fixing the borrowing/unborrowing the terrible website won’t do. I didn’t ask for anything borderline or special, and I even knew all the rules.

This is whatever the opposite of magical is, and I’m really disappointed. I know if I showed my husband this screenshot, he’d tell me to sell. It’s not like I expected my timeshare to treat me like a queen, but man this feels like an insult.

 

[UrsulaWantsYourSoul]

Ugh. I wish they had the capacity that many companies do to pick up and after you push a few buttons... boom - they call YOU back (so you can just go about your day not have your phone tied up). But even if that were the case, if it takes them 2.5 hours to get back to you... either way. So crazy!

 

[CarolMN]

Tell Member Satisfaction.

 

[Sandisw]

Tell Member Satisfaction.

And people should do it every time the holds are longer than acceptable...

 

[RoseGold]

I emailed dvcmembersatisfactionteam@disneyvacationclub.com

I'm not holding my breath. It's not like they don't already know people are on calls this long or their website is a jar of dirt.

"The problem is not the problem. The problem is your attitude about the problem."

 

[DL1WDW2]

I think their is a link to member feedback on the DVC site but you have to scroll down to the fine print .I was just searching info about the One Time Use Year Points...also saw info about FAQ concerning contracts.

 

[MillauFr]

Why Disney relies on phone calls to solve issues is baffling

 

[RoseGold]

Why Disney relies on phone calls to solve issues is baffling

I can see how people might have questions or problems that do require a call, but this wasn't it. This could have easily been an email.

 

[MICKIMINI]

I feel your pain! I was unable to borrow points from 2022 online for two days. The Dwarfs were relentless.

I called MS yesterday and was on hold but then heard the fast busy signal at 28 minutes and was cut off. I called again, grrr and waited another 30 minutes to talk with someone. She had to talk to someone else to borrow points while making small talk saying it is a known issue.

They screwed up my points and wonder if the reservation will be cancelled. I told CM I could see my points and they were messed up. She insisted it was fine! I didn't want to call again...so we'll see what the reservation looks like next week.

59 of 150 Vacation Points

66 of 100 Vacation Points

1 of 25 Vacation Points

These three OKW contracts for 2022 points are just a little messed up and one was untouched with points!

 

[ABE4DISNEY]

Ugh--sounds like they need to get on the ball!

I use the chat feature whenever I can. Unfortunately, they haven't been offering it so much lately.

 

[Grumpy by Birth]

At least you had a little battery life left!

 

[bksomody]

I dread calling Disney. I was in the queue today for 50 minutes, talked to someone for 10 minutes, he put me on hold then back in the queue for another 45 minutes!! That was a 2 hour phone call. I expect more from Disney.

 

[EatMoreVeg]

Ugh--sounds like they need to get on the ball!

I use the chat feature whenever I can. Unfortunately, they haven't been offering it so much lately.

I've tried using the chat feature for many requests and am always told I need to call to do what I'm asking. What DO the chat people do besides tell you to call instead?

 

[Sandisw]

I've tried using the chat feature for many requests and am always told I need to call to do what I'm asking. What DO the chat people do besides tell you to call instead?

I have used them to add requests, change lead guests and put in requests to merge my reservations. I have also been lucky in that some have verified waitlist matches or that there were none. Recently, they were able to answer questions I had about the new ticket offer.

 

[supersnoop]

This could have easily been an email.

Why wasn't it an email? Did you email and get a response that you had to call?

 

[ABE4DISNEY]

I've tried using the chat feature for many requests and am always told I need to call to do what I'm asking. What DO the chat people do besides tell you to call instead?

Wow-that's crazy! I have had them move points, add requests, link reservations...

 

[ScubaCat]

Ugh--sounds like they need to get on the ball!

I use the chat feature whenever I can. Unfortunately, they haven't been offering it so much lately.

Sometimes it'll change from "chat currently not available" to the chat icon if you keep the screen open for a few minutes. The other day that actually didn't seem to work so I refreshed and the chat icon was suddenly there.

Also, they seem to have removed some of the super powers from the chat agents. In the past, they merged reservations for me. Nowadays, they submit a request and it's done within 24 hours. No big deal -- same result -- just something I've noticed.

 

[D-Trick]

2.5hrs, ouch.

Advantage Google Pixel Android users and the "Hold for me" feature.

 

[RoseGold]

Why wasn't it an email? Did you email and get a response that you had to call?

Chat told me to call, email did nothing. I gave email a week, and it took me a couple days to get the call actually done. This was just shuffling around borrowing, the most basic of requests.

My theory is that chat is supposed to explain rules or something, because they’ve never actually been able to do anything for me.

 

[EatMoreVeg]

Wow-that's crazy! I have had them move points, add requests, link reservations...

I usually just send an email if I need to link reservations or add room requests. I’ll get an email back in a couple days confirming it’s done. When I’ve used the chat to ask about returning borrowed points (I’ve made a million changes to reservations thanks to COVID) I was told I need to call to have them do it. I’ve also tried to use chat with the borrowing issues on resale contracts, nope, need to call to have them fix it (thankfully that doesn’t seem to be happening for me anymore). Tried asking if they are able to load points 17 days after a resale contract has been added. Nope, phone call. I’ve also asked about checking wait lists. Nope. Phone call. Asked if they could bank my transfer points. Nope, phone call.

Seems like there is some discrepancy in what they do? Maybe it depends on the cast member you get and if they know how to do what you’re asking? Or maybe my expectations are unreasonable. My millennial instinct is to avoid as much human interaction as possible. What do you mean I have to talk on the phone with someone???