Three-way calls with Member Services

[mommacat56]

Is there REALLY a policy that prevents MS from making outbound three-way calls? I've not seen it posted or publicized anywhere. Besides, WHAT'S THE BIG DEAL? I tried to link a reservation between another member and myself and was told that MS cannot make outbound calls due to a policy preventing that. I had all the information, including the other reservation number and all the appropriate contact information. I was told in no uncertain terms that I could not link these reservations unless I could do my own three-way inbound. After waiting on hold for 20 minutes, was the CM really expecting me to have the other party hold along with me? I'll admit, I'm a dinosaur when it comes to phone tech...I do not have that capability on my land line and I don't know how to do it on my cell, other than by text. How hard is it for them to place that call so everyone is not inconvenienced by the hold time? If I had to add a dining plan, I would have to have their credit card info, and I am very uncomfortable with that. A three-way initiated by MS is the only proper way to handle that information. Sorry about the rant, but doesn't MS provide member services? This is definitely a needed service by the members, IMHO! Any thoughts? TIA!!

 

[Msmithmd]

I'm gathering from your mention of needing the other person's credit card for the dining plan that they are renting a reservation from you.

Despite the other party also being a member, MS policy always has been that they will only talk to the member (or their associate) themselves about a reservation.

You don't need their credit card. You could have them PayPal the money to you and put it on your own card. Or have them put the appropriate amount on a visa gift credit card and send you that.

But the policy is what it is. MS never has, and likely never will, allow someone renting to pay directly to them for goods like the dining plan. It has to come from the member owning the points being used for that portion of the stay.

 

[DebbieB]

Is there REALLY a policy that prevents MS from making outbound three-way calls? I've not seen it posted or publicized anywhere. Besides, WHAT'S THE BIG DEAL? I tried to link a reservation between another member and myself and was told that MS cannot make outbound calls due to a policy preventing that. I had all the information, including the other reservation number and all the appropriate contact information. I was told in no uncertain terms that I could not link these reservations unless I could do my own three-way inbound. After waiting on hold for 20 minutes, was the CM really expecting me to have the other party hold along with me? I'll admit, I'm a dinosaur when it comes to phone tech...I do not have that capability on my land line and I don't know how to do it on my cell, other than by text. How hard is it for them to place that call so everyone is not inconvenienced by the hold time? If I had to add a dining plan, I would have to have their credit card info, and I am very uncomfortable with that. A three-way initiated by MS is the only proper way to handle that information. Sorry about the rant, but doesn't MS provide member services? This is definitely a needed service by the members, IMHO! Any thoughts? TIA!!

I linked a reservation with another member and didn't do a 3 way call. We just both sent e-mails (using "contact us") asking them to link the reservations.

I can see them not wanting to facilitate this. What if they call the other member and they are not available? Or how do they know that it's actually the other member? By having the members initiate it, it kind of takes the liability off them if something goes wrong.

 

[mommacat56]

I linked a reservation with another member and didn't do a 3 way call. We just both sent e-mails (using "contact us") asking them to link the reservations.

I can see them not wanting to facilitate this. What if they call the other member and they are not available? Or how do they know that it's actually the other member? By having the members initiate it, it kind of takes the liability off them if something goes wrong.

I had suggested doing the emails from within the DVC website as another option as well, but we received help from a MS supervisor and never needed to go that route.

With the ridiculous wait times to reach a rep, I had her standing by at a certain time frame and had all of her contact information at the ready. It would have been no inconvenience for them to call her, verify her DVC member number, contact info, and her ID (last 4 of her SS# as we all do when speaking with them). Then they just match up all the info from her reservation and the info from the rented one from me...linked! Short, simple and both parties are happy.

In another scenario, say when the renter is not a member and they want to add the dining plan...MS has no certainty that the other person calling IN to them on a three-way is who they say they are either. But it certainly makes sense that a MS generated three-way call OUT to that other person must match the renter's contact information already on file with the reservation. That scenario has a better certainty that the person THEY called is who they say they are and once contacted, I can hang up and MS can deal securely with their credit card info instead of being forced to use other payment methods that others have suggested, creative as they are. I for one will not handle credit card info, nor will I allow charges to my card for a renter's dining plan. You would think Disney WOULD want to facilitate adding the dining plan in any way they could since THEY are ultimately benefitting from the transaction and THEY have the security needed for such transactions.

Just my opinions here...I don't mean to upset anyone. Just trying to think in terms of common sense and consideration for everyone's needs, time, privacy, and identity/security.

 

[disneynutz]

Is there REALLY a policy that prevents MS from making outbound three-way calls? I've not seen it posted or publicized anywhere. Besides, WHAT'S THE BIG DEAL? I tried to link a reservation between another member and myself and was told that MS cannot make outbound calls due to a policy preventing that. I had all the information, including the other reservation number and all the appropriate contact information. I was told in no uncertain terms that I could not link these reservations unless I could do my own three-way inbound. After waiting on hold for 20 minutes, was the CM really expecting me to have the other party hold along with me? I'll admit, I'm a dinosaur when it comes to phone tech...I do not have that capability on my land line and I don't know how to do it on my cell, other than by text. How hard is it for them to place that call so everyone is not inconvenienced by the hold time? If I had to add a dining plan, I would have to have their credit card info, and I am very uncomfortable with that. A three-way initiated by MS is the only proper way to handle that information. Sorry about the rant, but doesn't MS provide member services? This is definitely a needed service by the members, IMHO! Any thoughts? TIA!!

Why would you assume that Disney wants to help you with a renter? Currently DVC allows renting but they do not support it. Current policies clearly shows their position on renting.

Bill

 

[Chuck S]

Why should DVC Member Services help with a rental? It is not to Disney's benefit, nor to the benefit of other DVC owners. Rentals are only profitable to the individual member.

 

[supersnoop]

I imagine it's more of a technical limitation. Can they even make a single outgoing call? Three-way calls may not be possible using their phone system.

 

[KAT4DISNEY]

I imagine it's more of a technical limitation. Can they even make a single outgoing call? Three-way calls may not be possible using their phone system.

Yes, they can make calls out. I got a call back a couple of weeks ago after getting accidentally disconnected during a call.

 

[BenandMorgsMom]

Hi All!

Before you all make assumptions per a thread and assume you know the variables....the point of this post IMO is to alert everyone to the unhelpfulness of CM in "linking" reservations and the 3 way call issue as of Today. It is good to know, as DVC owners, to bring to light issues we are now having with MS.
I have experienced this situation and by merely trying to link 2 Ressies 1 my own and 1 procured, DVC's desire to alleviate "moving rooms" and finding many CM's now uninformed and unhelpful with this new "POLICY". One CM said "let's make a 3 way call now" and another cites the "policy" that it is not allowed. What's up with this misinformation. We pay for this with our monthly fees from what I can tell after all these years. That is why Cm's should be helpful to owners....we purchase the ownership of the points. What if it was a family member? We should not be quick with the negative comments not knowing the circumstances of each reservation.
Thanks for bringing this to light....many members may benefit from the info and not feel like they are in the Twilight Zone with MS lately.