Too much hold time...

[Madame]

Is there anything going on that would cause Member Administration to be super busy today? It's been over three weeks since our deed was recorded and our points have not been loaded. On another site I saw a member whose deed had been recorded a full week after ours had points loaded a week ago.

I called at 9AM today and was on hold for 45 mins, but had to hang up. I just spent another 35 minutes on hold to have someone answer that said "Oh you need MA for that." I pressed the MA number and apparently was shifted elsewhere because they are "super busy." Feeling pretty disgusted right now

ETA I tried chat (asked me to contact MA) and sent an e-mail last week (no response).

 

[Deb & Bill]

Weren't they closed yesterday for the holiday?

 

[Madame]

Weren't they closed yesterday for the holiday?

Yes, but I figured MA would be less busy than the other lines, no?

 

[Somnia]

Yes, but I figured MA would be less busy than the other lines, no?

I'd assume there are less people in MA than the other lines.

 

[Deb & Bill]

They may have staff off work this week because of the holiday. Lots of people take off this week because they only need to use four days of vacation.

 

[disneynutz]

Maybe they are busy working on direct contracts?

Bill

 

[Madame]

Maybe they are busy working on direct contracts?

Bill

Possibly, but I’m pretty sure that DVD & DVC are seperate entities and that given that we all pay MA fees there should be (in principle) no differentiation. Correct me if I’m wrong here, because that’s what I’ve been assuming up until now.

I was thinking more along the lines of the reps being tied up with booking thing like MM or the member cruise today.

I genuinely believe they’ve mistakenly forgotten to add my points for 3 weeks & I’d like them to fix it without having to spend hours on hold.

 

[disneynutz]

Possibly, but I’m pretty sure that DVD & DVC are seperate entities and that given that we all pay MA fees there should be (in principle) no differentiation. Correct me if I’m wrong here, because that’s what I’ve been assuming up until now.

I was thinking more along the lines of the reps being tied up with booking thing like MM or the member cruise today.

I genuinely believe they’ve mistakenly forgotten to add my points for 3 weeks & I’d like them to fix it without having to spend hours on hold.

Pretty sure that you are wrong. We pay a fee to DVCMC, they decide what to do with the money. They don't have administration for DVD and a separate administration for DVC. If they keep the administration costs low, they can pocket the rest. DVD will always come first, DVC second. Direct contracts are loaded in an hour or two.

Bill

 

[Madame]

Pretty sure that you are wrong. We pay a fee to DVCMC, they decide what to do with the money. They don't have administration for DVD and a separate administration for DVC. If they keep the administration costs low, they can pocket the rest. DVD will always come first, DVC second. Direct contracts are loaded in an hour or two.

Bill

Thanks for clearing that up. I assumed that as far as anything paid for by our dues that legally they had to treat each without bias. Should have figured it wouldn’t work that way

 

[disneynutz]

Thanks for clearing that up. I assumed that as far as anything paid for by our dues that legally they had to treat each without bias. Should have figured it wouldn’t work that way

That's why the website has issues, long phone wait for MS when something is going on. They are willing to spend just so much of the money we pay them. When you think about it the fee that we pay, pays for a lot of different CM's, systems, and training.

Bill

 

[Madame]

I give up. The phone line again shifted to MS not MA & it was suggested to me to contact the broker to find out where the points are.... The lack of basic knowlege is disturbing to say the least.

 

[disneynutz]

I give up. The phone line again shifted to MS not MA & it was suggested to me to contact the broker to find out where the points are.... The lack of basic knowlege is disturbing to say the least.

MS doesn't know anything about resales other than their bosses don't like them. As far as MS training for their actual responsibilities, they have really improved compared to years ago. It was common to hang up on them and to keep calling until you found someone who knew what they were doing.

Bill

 

[Madame]

MS doesn't know anything about resales other than their bosses don't like them. As far as MS training for their actual responsibilities, they have really improved compared to years ago. It was common to hang up on them and to keep calling until you found someone who knew what they were doing.

Bill

I should have hung up on this one . I was eventually put through to MA & the CM there was just as clueless!

She was telling me they’re taking 5 days to add points. I emphasized that DVC was notified May 7th per the OCC site.

Then it was, well, it was sent to the dept that adds points on May 18th. Ummmmm it’s the 28th today. That’d be 10 days. And 5 of those were before the holiday weekend.

I asked if my points were still sitting in the previous owner’s acct. No clue. What a cluster.

 

[disneynutz]

I should have hung up on this one . I was eventually put through to MA & the CM there was just as clueless!

She was telling me they’re taking 5 days to add points. I emphasized that DVC was notified May 7th per the OCC site.

Then it was, well, it was sent to the dept that adds points on May 18th. Ummmmm it’s the 28th today. That’d be 10 days. And 5 of those were before the holiday weekend.

I asked if my points were still sitting in the previous owner’s acct. No clue. What a cluster.

This is DVC and what you are buying into. You can either roll with the punches or find somewhere else to spend your money. Now you understand why I an critical of them and why I hold their feet to the fire.

Bill

 

[cmwade77]

I should have hung up on this one . I was eventually put through to MA & the CM there was just as clueless!

She was telling me they’re taking 5 days to add points. I emphasized that DVC was notified May 7th per the OCC site.

Then it was, well, it was sent to the dept that adds points on May 18th. Ummmmm it’s the 28th today. That’d be 10 days. And 5 of those were before the holiday weekend.

I asked if my points were still sitting in the previous owner’s acct. No clue. What a cluster.

Personally, we are lucky, as we live about 15 minutes from Disneyland and if something is really wrong, we can physically drive there and speak to someone, it is a lot harder to ignore someone when they are physically there than on the phone.