What gives with MS lately?

[AmyB2006]

Why when I call at non peak times of the day do I still have to wait 10 -20 minutes on hold? I haven't been a member that long, only since 2011, but it wasn't like this just a few short years ago.

I could call at 9 am first thing and get someone to answer the phone every single time, without holding at all.

Now every time it's 10, 15, 20 minutes and up!

 

[disneynutz]

It's been this way for a year. My guess is that the new VP for DVC was trying to save some money. Members calling with questions about their MB's and MDE is reported to add to the hold time. I say hogwash it's an excuse.

They could easily send MB and MDE questions to another group and clear the hold time if they wanted to.

Bill

 

[Maddysdaddy]

I had to call MS 3 days in a row last week, in order to add nights to my reservation and, by calling right at 9 (started hitting redial every 10 seconds at 8:59) I managed to speak with someone immediately every morning.

Sorry to hear that your experience was different.

 

[brmillsy]

My guess is that there are simply fewer cast members manning MS.

I believe this started around the time that the online reservation system was put in place. I'm in the IT business and when projects are brought forward the decision to proceed or not boils down to ROI. You can't come to us with something like "the members will like it" as a justification. They already have the members money so it needs to be something else. Most likely the ROI for the project hinged on needing fewer employees to man the help desk due to an increase in self service fulfillment.

Surely this is the case, but I bet they missed their projections. The addition of the availability tool may also have been an attempt to relieve the burden on MS.

I do think the MB and FP+ has had an impact too because unwinding those issues seem to take quite a while and now with fewer cast members.

I like the direction though and the more I can do on my own the better. It's no fun though when you need MS to do something and you can't get through.

 

[KAT4DISNEY]

I've had to call twice in this past week and it's been just like it was a year or two ago with no wait. Very different from a month or two ago when I practically forgot I was on hold to talk to someone! I'd have guessed that they have bumped up staffing recently or aren't having to assist with MDE as much as they were previously which is when it seemed like wait times took a huge jump which I think DVC should never have been assisting with problem solving issues.

 

[OKW Lover]

My guess is that there are more and more DVC members.