What is with the long wait times?

[Mflaherty]

For days now I've been trying to get thru to member services. Even by 930am it's a 20 min wait! I think this is unfair. I've had to hang up several times. Very frustrating.

 

[Missyrose]

For days now I've been trying to get thru to member services. Even by 930am it's a 20 min wait! I think this is unfair. I've had to hang up several times. Very frustrating.

It seems Disney is inflating posted wait times to make having FP+ seem more necessary. This just a cynical guess on my part though. Plus the FP+ reservations start at park opening, so that could slow the standby lines.

 

[Mflaherty]

I was talking about the wait times when I call members services...but thanks for your info. Very interesting!

 

[Missyrose]

I was talking about the wait times when I call members services...but thanks for your info. Very interesting!

Oops, sorry didn't read your entire post closely enough. This is what happens while you Dis and work at the same time. The. MS wait times seem to be a combo of MDE. IT issues and people making reservations for Christmas week. Apologies for not answering your question originally.

 

[drusba]

DVC has failed to actually explain the latest wait time problem which has actually been going on for at least two months. However, it appears to correlate with the intiation of the Magic Bands and doing everything on-line. You will note that there is a prompt when you call-in now for inquiries involving MDE.My guess is that most of the MS presonnel are fielding a lot of MDE calls causing huge delays for everything else. Based on the complexity of MDE, the fact that many are not that computer savvy, and the fact that the MDE system is slow, crashes constantly, and has otherwise proven that Disney has once again shown its incompentcy for on-line computer systems, we can assume this problem will be resolved during the usual period it takes Disney to resolve issues with any new computer system, about 5 years.

 

[Kathymford]

I thought it was just me! I hardly call anymore, but both times I've called in the last month it has been more than 15 minutes!

 

[JaimeA]

Oops, sorry didn't read your entire post closely enough. This is what happens while you Dis and work at the same time. The. MS wait times seem to be a combo of MDE. IT issues and people making reservations for Christmas week. Apologies for not answering your question originally.

LOL I thought you were saying you could get a FP+ to speak with MS, which actually I could have used yesterday, I was on hold for 27 minutes.

 

[Msmithmd]

LOL I thought you were saying you could get a FP+ to speak with MS, which actually I could have used yesterday, I was on hold for 27 minutes.

ROFL. You can bet that they will tier it soon, so you can only choose a FP+ for member services or member admin (but not both) on the same day.

And you're out of luck if you "phone bank hop" to a different Disney division...

 

[disneynutz]

DVC has failed to actually explain the latest wait time problem which has actually been going on for at least two months. However, it appears to correlate with the intiation of the Magic Bands and doing everything on-line. You will note that there is a prompt when you call-in now for inquiries involving MDE.My guess is that most of the MS presonnel are fielding a lot of MDE calls causing huge delays for everything else. Based on the complexity of MDE, the fact that many are not that computer savvy, and the fact that the MDE system is slow, crashes constantly, and has otherwise proven that Disney has once again shown its incompentcy for on-line computer systems, we can assume this problem will be resolved during the usual period it takes Disney to resolve issues with any new computer system, about 5 years.

Since there is a phone tree prompt for MDE, those calls might be forwarded to another group. MDE isn't really a DVC issue.

Who knows what's really going on, it may be a cost cutting change or maybe they are going to publish a new MS phone number for members who purchased direct giving them VIP service.

Bill.

 

[CarolAnnC]

Folks also booking holiday season for next December.

 

[mickeylr]

My answer was going also be that the 11 month window has opened for Christmas week. And yes the phone has said 25 minutes and it has been 25/30 minutes every time. But I have my Aulani booking!!!

 

[DebbieB]

Part of the problem might be the "check availability" link isn't working on the website. You can get to online booking by going to My Vacations at the top of the home page > book online DVC. But some people may not be able to find it.

 

[Judique]

Part of the problem might be the "check availability" link isn't working on the website. You can get to online booking by going to My Vacations at the top of the home page > book online DVC. But some people may not be able to find it.

If they don't know how to fix it, at least they could scroll a message across the top telling us to use the other link....

 

[Disney Doc]

An effective strategy to drive people to online options instead. We haven't called MS in 3 or 4 years - have done ressies, dining, DME, MDE and FP+ all online without difficulties.

 

[Mflaherty]

Missy rose...I'm laughing at your post-dis and work at the same time!!lol I do the same thing. It's just fun.)

 

[bearpac]

I may be a little strange, but I don't mind the wait times. I put my work phone on speaker and listen to the great Disney music while I work. Makes me feel a little like I'm there. That said, I do most of my activities online.

 

[leelee9878]

I have been calling pretty consistently since November trying to secure reservations for my wedding and every time I have called the wait has been over 10 mins, sometimes even closer to 20. It has been very very frustrating, I call at various times to try to make the wait time less and nothing seems to help. Every time I ask why the long wait times the reps blame it on MDE and the magic bands. I feel like they should have a completely different number for those issues since they are not just DVC related. Unfortunately since I'm using transferred points I have to call and can't make reservations online. I really hope they change something soon.

 

[anna08]

Are you all prompted to do a survey at the end of those calls anymore? If so, you should really take the time to do it and give them a bad grade with the "how long did you wait?" question. Either that or send an email to member satisfaction and let them know. It will never improve unless they are aware it is bothering members.

 

[leelee9878]

Are you all prompted to do a survey at the end of those calls anymore? If so, you should really take the time to do it and give them a bad grade with the "how long did you wait?" question. Either that or send an email to member satisfaction and let them know. It will never improve unless they are aware it is bothering members.

Yes, the prompt is still there. I usually forget to stay on the line though since it's so long sometimes. The other day it took me over an hour to make a reservation on the phone and I would say about 25 mins was just waiting to talk to someone.

 

[OrangeCountyCommuter]

It seems Disney is inflating posted wait times to make having FP+ seem more necessary. This just a cynical guess on my part though. Plus the FP+ reservations start at park opening, so that could slow the standby lines.

Only partially wrong. Most members call DVC when things blow up. Considering the volume of issues with this disaster it is likely this is clogging up phone lines

But there is an upside. Some of us are so over this mess that we will be banking next years points. Maybe it will make your reservations easier. And if they don't fix this mess their could be more resale contacts out there .