This 2.5 hr call should have been an email

[Princess Merida]

Emails don't work either. I emailed a week ago... no response. Horrible customer service. When I mentioned the ridiculous wait times and the website problems to member services, she acted as if I was the first one that's ever said anything about that. Uhhhh did you just start today?

 

[Thumper99]

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 just used and it took about five minutes for a rep. He fixed my magical express and added room request for upcoming trip. Last month they fixed points that I used for a reservation and switched it to another contract so I could bank all points in one contract. Easy. I’ve only had them tell me once to call in and I can’t even remember what that was for. I love the chat option. I’b learned to be patient until it shows up. Bur there is no excuse for a 2.5 hour call.

 

[mlayton14]

How much increase in dues would it take to add 5-10 folks to member services until they have a fully functional website ? It’s a disgrace in its current state

 

[CarolMN]

How much increase in dues would it take to add 5-10 folks to member services until they have a fully functional website ? It’s a disgrace in its current state

None. MS is funded with a set percentage of the budgeted operating costs.

 

[we"reofftoneverland]

Yes. I started a thread on this a couple of months ago and am glad to see other people getting angry about this ridiculous situation. Our member fees have not gone down so our customer service should be the same as pre covid but it isn’t. Not only is the wait ridiculous but the triage service they now have where the first person you speak with cannot help you and has to get someone else to actually solve the problem (for me it is point borrowing) Is completely unacceptable. Offensive. I am not interested in talking to someone who can’t actually help me.

 

[New Mouse]

Yes. I started a thread on this a couple of months ago and am glad to see other people getting angry about this ridiculous situation. Our member fees have not gone down so our customer service should be the same as pre covid but it isn’t. Not only is the wait ridiculous but the triage service they now have where the first person you speak with cannot help you and has to get someone else to actually solve the problem (for me it is point borrowing) Is completely unacceptable. Offensive. I am not interested in talking to someone who can’t actually help me.

Agreed, Ive had to have the "expert" support on most basic calls recently which was never a thing in the past. I feel like the furloughed most dvc staff and replaced them with cheaper general call center staff.

 

[RoseGold]

Well, here's the response. Two days later. TOTALLY NORMAL, guys. Nothing to see here! So glad we worked that out.

"It is normal during our peak booking times of the year to receive a busy signal when you try to call us due to so many Members trying to call us at the same time. You will want to continue dialing 800-800-9800, option 1 or 407-566-3800, option 1 until you get through to the music.

We appreciate your patience as we are receiving an overwhelming amount of correspondence from fellow Disney Vacation Club Members at this time.

Member Services is available Monday – Friday, 9:00 AM – 9:00 PM ET, and Saturday – Sunday, 9:00 AM – 7:00 PM ET, by phoning (800) 800-9800 or (407) 566-3800.

Disney Vacation Club values our Members' feedback and would appreciate you taking a moment to fill out a survey on the service I provided you today.

Please click on the following link to complete our survey."

 

[mac_tlc]

Well that's a "cut and paste" response. I am currently on hold (54 minutes and counting) to shorten a reservation and change the names.

mac_tlc

 

[CarolMN]

Well, here's the response. Two days later. TOTALLY NORMAL, guys. Nothing to see here! So glad we worked that out.

"It is normal during our peak booking times of the year to receive a busy signal when you try to call us due to so many Members trying to call us at the same time. You will want to continue dialing 800-800-9800, option 1 or 407-566-3800, option 1 until you get through to the music.

We appreciate your patience as we are receiving an overwhelming amount of correspondence from fellow Disney Vacation Club Members at this time.

Member Services is available Monday – Friday, 9:00 AM – 9:00 PM ET, and Saturday – Sunday, 9:00 AM – 7:00 PM ET, by phoning (800) 800-9800 or (407) 566-3800.

Disney Vacation Club values our Members' feedback and would appreciate you taking a moment to fill out a survey on the service I provided you today.

Please click on the following link to complete our survey."

Good service would have, at a minimum, apologized and offered information on what they are doing to improve the access and when you could expect to see the improvement. I am really not at all impressed with DVCMC management, and feel for the CMs.

 

[miTnosnhoJ]

I needed to buy the 6 days for the price of 4 ticket special for 2 of my guests. And I needed to convert some tickets from a cancelled trip to the ticket special for us. Took 3 hours.

 

[RoseGold]

I needed to buy the 6 days for the price of 4 ticket special for 2 of my guests. And I needed to convert some tickets from a cancelled trip to the ticket special for us. Took 3 hours.

Probably worth the extra $40 just to use the ticket reseller. Geez.

 

[Ssplashhmtn]

Yes. I started a thread on this a couple of months ago and am glad to see other people getting angry about this ridiculous situation. Our member fees have not gone down so our customer service should be the same as pre covid but it isn’t. Not only is the wait ridiculous but the triage service they now have where the first person you speak with cannot help you and has to get someone else to actually solve the problem (for me it is point borrowing) Is completely unacceptable. Offensive. I am not interested in talking to someone who can’t actually help me.

Do we know that MS CM’s were furloughed?? Where did the extra funds go?

 

[MillauFr]

Do we know that MS CM’s were furloughed?? Where did the extra funds go?

Hopefully to upgrade their website

 

[CarolMN]

Do we know that MS CM’s were furloughed?? Where did the extra funds go?

Again, MS is primarily funded via a SET percentage of the resort's budget. If the budget wasn't changed (it wasn't), then neither did the amount DVCMC received.

 

[RoseGold]

Hopefully to upgrade their website

I find this unlikely. Source: have used the website.

 

[supersnoop]

Again, MS is primarily funded via a SET percentage of the resort's budget. If the budget wasn't changed (it wasn't), then neither did the amount DVCMC received.

Except they did change the budget; or, at least, they credited back a portion of the dues. It seems likely that the credit would include the commensurate proportion of DVCMC budget.

 

[MillauFr]

I find this unlikely. Source: have used the website.

Agreed. They need to upgrade it though. There is no reason you should have to call a live person for anything.

 

[Pinnochio]

I was on hold the other day for 58 minutes....finally got through....I wanted two ressies combined into one so i would not have to change rooms....The agent was nice enough but could not figure out how to do it....Finally after another 55 minutes of talk/hold we got it done...Almost two hours....not good....being an ex IT guy i know that there is a simple fix here, just change the programming so that I/we can make these changes ourselves online....My two cents...

 

[we"reofftoneverland]

Except they did change the budget; or, at least, they credited back a portion of the dues. It seems likely that the credit would include the commensurate proportion of DVCMC budget.

The credit wasn’t for phone customer service. It was for the things that changed due to covid like less housekeeping

 

[Sandisw]

The credit wasn’t for phone customer service. It was for the things that changed due to covid like less housekeeping

But because operating expenses were less, DVCMs fee of 12.5% flat fee was less as well.

Now, that doesn’t explain 2021 because at this point, other than VGC, resorts are running full speed. I think it was just poor planning in offering phone only specials at a time when more members right now are dealing with changes in trips above normal as well as the borrowing glitch for many members.

It’s why the few times I have had to call I followed up with an email. I was willing to give them leeway during summer and into fall once things were just getting back up and running. And things in October and November when I did have to contact MS it was typical wait times..10 to 20 minutes.

But since January, it’s been horrible and really no longer something that should be this bad.