What is going on with the phone lines?

[DisneyRunner2009]

I call throughout the day. Circuits are busy or two hour wait. I just got sent to the end of call survey without talking to anyone. It was suppose to be a 20 minute wait. I waited somewhere in that range. I called back and wait times are way up again. Last night ten minutes before close, the phone lines disconnected you without any form of message. Any ideas why it's like this? Budget cuts, staffing or that much demand.

 

[Doingitagain]

There is a whole thread on it for Disney Cruise and that might be similar. You are not alone!
https://www.disboards.com/threads/is-anyone-getting-through-to-dcl-on-phone.3875862/

 

[Marrila]

I call throughout the day. Circuits are busy or two hour wait. I just got sent to the end of call survey without talking to anyone. It was suppose to be a 20 minute wait. I waited somewhere in that range. I called back and wait times are way up again. Last night ten minutes before close, the phone lines disconnected you without any form of message. Any ideas why it's like this? Budget cuts, staffing or that much demand.

Today my wait was expected to be 106 minutes. I hung up. It's nuts.

 

[DisneyRunner2009]

DVC is horrible, too. The reason I call, I can't do what I need to online.

 

[MillauFr]

DVC is horrible, too. The reason I call, I can't do what I need to online.

Exactly. They need to upgrade their systems so you never have to call.

 

[MillauFr]

It is so dumb. You have to a call a live person so they can type something into a computer system that you should be able to enter yourself.

 

[gottalovepluto]

Budget cuts, staffing or that much demand.

Yes. Yes. And- you guessed it- yes.

Be grateful you aren’t trying to call Disneyland a few months ago. All I ever got was something along the lines of “all lines are busy and we cannot take your call now *click* “

 

[gottalovepluto]

It is so dumb. You have to a call a live person so they can type something into a computer system that you should be able to enter yourself.

^THIS^

 

[kmrobins03]

It is so dumb. You have to a call a live person so they can type something into a computer system that you should be able to enter yourself.

This is exactly what I was thinking

 

[DisneyRunner2009]

Called 50 minutes after open and the wait time was 2.5 hours.

 

[joyjoy]

Agree with all the frustration above. In the past 2 weeks I have waited twice for 2 hours before hanging up. That was the regular non-res line. I had a question about my bill from a previous trip (last month) and hey, look! A special number for "past visit". Nope. "This is a non-working number". I called the AP line and was auto-greeted and put on hold with ZERO background music, wait time updates or anything. Dead silence after the greeting so I had no idea if I was even still in the queue or not. Hung up after 1 hour. I used the on-line info request form 4 times, no response other than "We got your message". I emailed guest services 3 times, no reply. I finally gave up on all that, found a business card for the GM at POFQ and emailed him directly and had an answer if 5 minutes. Call centers BLOW.

 

[Doingitagain]

I just called 407-934-7639 and it said 16 minute wait. It may depend on your responses to the systems inquiries and where they take you.

ETA: Answered in 26 minutes!

 

[scard192]

I called 2 weeks ago on a Saturday night at about 10:15pm, waited about 20 minutes. Also had luck leaving a callback request at 10pm.

 

[Doingitagain]

I called 2 weeks ago on a Saturday night at about 10:15pm, waited about 20 minutes. Also had luck leaving a callback request at 10pm.

I was given a callback option as well, but opted to stay on the line since the wait was short. Has anyone successfully used the callback option?

 

[Marrila]

I called 2 weeks ago on a Saturday night at about 10:15pm, waited about 20 minutes. Also had luck leaving a callback request at 10pm.

When did they call back?

 

[scard192]

When did they call back?

after 10PM.

 

[Miffy]

I picture 15 Disney CMs sitting in a windowless office while 5,000 phones ring constantly.

My sister spent over an hour on the phone to cancel a resort reservation last week. Why this couldn't be done by her online is crazy. Were they thinking she wouldn't cancel if she couldn't get anyone on the phone? Hey, WDW, this isn't a $20 subscription that a person could give up trying to cancel!

 

[focusondisney]

I was given a callback option as well, but opted to stay on the line since the wait was short. Has anyone successfully used the callback option?

Yes!!! About 10 days ago I had to drop a few nights from a reservation, because I had found them available with the public discount. I called the number listed with the resort info on MY PLANS in the MDE. I called at about 9:20 am & picked the call back option. The hold wait time was listed as “more than 110 minutes”. I got a call back 20 minutes later!! I was thrilled! The CM was great. She did have to get assistance from guest services to make the change but the change was made & the call was over in just under 20 minutes. So instead of holding for 110 minutes, my issue was resolved with in 40 minutes of me first calling. Freeing up the rest of my morning.