What is causing the huge wait times and MS phones to crash?

[bwvBound]

Friday evening I dialed 37 times before getting into the queue! Quite frustrating! My hold time was 35 minutes before reaching a representative. During this time I also tried using 'Chat' from the Member Website. Sadly, 'Chat' could not address my concern as it was "account specific" and not "DVC-in-General." Well, right ... I was logged into my account and expect Chat to have access to my particulars!

DVC needs to remove the handcuffs from the Chat staff, train them and make them "full MS." This 'upgrade' is long overdue!!

 

[CarolMN]

Friday evening I dialed 37 times before getting into the queue! Quite frustrating! My hold time was 35 minutes before reaching a representative. During this time I also tried using 'Chat' from the Member Website. Sadly, 'Chat' could not address my concern as it was "account specific" and not "DVC-in-General." Well, right ... I was logged into my account and expect Chat to have access to my particulars!

DVC needs to remove the handcuffs from the Chat staff, train them and make them "full MS." This 'upgrade' is long overdue!!

Don't necessarily disagree. However, the problem is MS CM supply doesn't meet Member demand. Upgrading the abilities & training for chat CMs isn't going to fix that - it will just make chat unavailable even more than it already is, just like the phones.

They really need to fix the website and stop offering perks like ticket deals that can only be obtained with a phone call. IMO, they couldn't afford to (and won't) hire enough CMs to handle Member peak demands like we are now experiencing.

The only way to force them to do something is to continue to complain to Member Satisfaction and DVCMC executives . They certainly already have the call data needed to know the hold times and busy signals are unacceptable.