Wait time - 25 minutes - How long would YOU wait?

[rombar]

25 minutes!!!! They must be joking! I can't believe that anybody would hold on that long...

 

[NFalzon]

As long as I could be doing something else at the same time... I really wouldn't mind the wait, and would actually enjoy the music, so...

Nick

 

[CarolynK]

I said longer than 25 minutes, which I actually did wait recently...It depends what I have to ask them. If my issue is urgent, I'll wait! If not, I'll just check back later.

 

[Peter Johnson]

I must have a short fuse... I voted 10 minutes or less.

Most phone system software will track hold time and calls that hang up while on hold. Companies use this data to figure out how many incoming lines they need, and how many people to man the phones. If a company has an average hold time of 30 minutes per call, and nobody hangs up, there's no reason for them to increase their staff or phone system. OTOH, if the hold time is 5 minutes, and they have 75% hangups, there's a problem. Of course, they don't have to read the reports the system gives them, and they don't have to fix the problem.

So by holding for 10 minutes and hanging up, I'm sending MS a message of my dissatisfaction, if anybody is looking at the reports.

 

[labr]

I recently waited about 10 minutes. It didn't seem that bad and it was on a Monday (very busy day). I guess I would wait longer if I had the time. After all - what could be more important than booking your DVC reservation!!!!!!!

 

[Boardwalk Garry]

I think that Disney needs to increase the capacity of Member services if they are going to continue to build more DVC resorts. Being on hold for an extended period and then being told there is no availability is not going to make for happy members! (recently happened to us)

 

[raidermatt]

I checked under 10 minutes, because 10 is about the max. But I should qualify it by saying that if I was calling for something in short supply, like calling for Thanksgiving right at the beginning of the window, I would hold longer.

I don't like to wait, but I'm not going to hang up if its in my best interest to hang on...

 

[Cap]

I can do lots of things at my computer or desk, even read a book or the newspaper, while the speakerphone is on hold and it's a toll free call.

If it's an important reservation for me, I'll wait. Examples would be making a reservation during a prime season, such as Easter Week, or for the DVC Member Cruise.

However, I'd recommend that everyone who has to wait on hold for more than five minutes, politely start their conversation, with a "please tell your supervisor and manager that the hold time is too long and that more Member Services personnel are needed."

 

[DBBN]

We first bought at OKW in January 1995 and have added on 8 times since. The first several years of making reservations were very frustrating. I recall back then my time on hold usually exceeded 20 minutes. Now my wait time seldom exceeds 5 minutes, however, I do occasionally get a busy signal. My experience is that wait times have been reduced considerably over the years. Of course no wait would be nice but I neither expect nor would I want member services to staff for that level of service. What I would like is longer hours of operation, maybe 9am to 9pm M-F and 9am to 5pm on SA/SU.

 

[SINK]

I've called MS last Friday, this Monday, and Tuesday and it seems that they are busier as day progresses. Today (Tuesday), I was actually dropped off after holding for 15 minutes. Fortunately, I have a speaker phone at work, and was able to perform minor brain work as I waited and listened to all the wonderful Disney music, so I didn't mind holding for so long (treat the hold call as a radio).

 

[DVC-Don]

Yesterday from work the message told me 15 minutes and I held 15 minutes till a CM came on. I had my headset on and worked while listening to the Disney music. When I was done with MS I sort of wished I could get hooked up to the music again. Some places play ads or the same song over and over while on hold.

 

[dianeschlicht]

I am just glad they TELL us what the wait time is. Then I can decide if I can wait or not. I hate those call lines that keep you in the dark. I have hung up and called back later when the wait is too long.

 

[dianeschlicht]

Boardwalk garry,

Are you saying a dues increase would make you happier than being on hold a few minutes? Increased emplyees costs would come out of our pocket. I am glad the CMs don't feel they have to rush through helping someone on the line just because there is a queue behind them.

 

[Doctor P]

I have waited 45 minutes on a toll call to get concert or baseball tickets. A DVC reservation is much more important and is a toll free call, so I would wait as long as it took if I was actually making a reservation.

 

[Pluto4President]

I didn't vote, it depends upon for what time of year I was making the reservation...

 

[MinnieMe2]

I checked off ten minutes because I usually call from work and it's rare that I would have more than ten minutes without interruption. That said, I don't mind waiting longer, particularly if I know the wait is going to be 15 or 25 minutes -- the music is great and hopefully I'll have my reservation made by the time I hang up!

 

[ncligs]

I voted for 10 minutes for normal reservations, but if it was for a Beach Cottage at VB or a GV at OKW, I would wait as long as needed to get the ressie I want at the 11 month window.

 

[Granny]

Originally posted by Peter Johnson
Most phone system software will track hold time and calls that hang up while on hold. Companies use this data to figure out how many incoming lines they need, and how many people to man the phones. If a company has an average hold time of 30 minutes per call, and nobody hangs up, there's no reason for them to increase their staff or phone system. OTOH, if the hold time is 5 minutes, and they have 75% hangups, there's a problem. Of course, they don't have to read the reports the system gives them, and they don't have to fix the problem.

So by holding for 10 minutes and hanging up, I'm sending MS a message of my dissatisfaction, if anybody is looking at the reports.

I'm not sure DVD is too worried about this. It's not like they're losing sales...they've already got our money. But you'd hope that they would pay attention to (as Cap says) polite reminders about the hold length.

I voted over 25 minutes because I only call a couple of times a year, and I do have a squawk box at work that lets me listen and get work done while on hold.

 

[Boardwalk Garry]

If I don't have the time or patience to wait to make reservations and as a result don't get a date, then I guess I'm losing more than a few dollars increase in dues each year. More members should translate into more help without much increase in dues. It's all in the eye of the beholder and my time is worth a few dollars.

 

[Denine]

Voted for up to 10 minutes. I hate to wait. Called on Tuesday, they said 15 mintutes, we hung up. DH called from work yesterday and they said 10 mintues, he waited.

We never book for holidays. We never book anything larger than a 1 bedroom. We travel off season.