What's up with Member Services?

[Tinkmom]

Just curious, does anyone happen to know if MS has a lot of new workers or something? And/or is their record-keeping system having more problems than usual? I usually find them very helpful and to know their stuff, but today I called with a simple question and got an attitude and totally incorrect information from one guy. I was trying to make a reservation and he told me that a big chunk of points had disappeared. No explanation, just gone as of a certain date. When I repeatedly said that, um, that was a problem since they were my points, my contract and no one else had the authority he just kept sighing and saying that apparently I could not understand! What? I finally ended our conversation with a request for a supervisor, and was told that one would have to call me later. Fine. (The supervisor did call and admit that a mistake had been made and the points were restored.)

I never got to my second reason for the call, so a couple of hours later I called back and got a cruise specialist. She was nice enough, but gave me wrong information (for instance, she said that if we were cruising on cash that we could not take advantage of discounted rebooking on points) and there was a small error in what she reported as our balance. I ended up doing the "thank you very much" just to get off the phone because I really did not have any confidence in getting correct answers from her.

This is not what I am used to, and it was a little scary. Is something going on at MS (change of system, new group of trainees, regulars still out due to hurricanes or ?) that is unusual or did I just happen to have bad luck today?

 

[DavidRoss]

I had something strange happen today as well. I am taking a trip in October and had reservations at Vero for a Friday and Saturday. I wanted to change those days to two days at Disney in a one bedroom. When I spoke to the first rep, I was told there were no one bedrooms at any of the DVC resorts for those days. I was told there was absolutley nothing at Boardwalk but there were 2 bedrooms and studios at OKW and only studios at SSR. i confirmed there was nothing at BCV, WLV either. So I didn't change the reservations. I called back less than 5 minutes later deciding I would take a studio and was told there were both preferred and standard one bedrooms available at Boardwalk for the dates I wanted to change.

Can changes in inventory really happen that quick?

 

[rocketriter]

I also had an odd conversation with MS today. First call got misinformation, second call got accurate help.

I'm hoping that it's a temporary staffing problem caused by the hurricanes; they might have some extra people manning the phones who are working off scripts they don't really understand.

 

[Tinkmom]

Originally posted by rocketriter
I also had an odd conversation with MS today. First call got misinformation, second call got accurate help.

I'm hoping that it's a temporary staffing problem caused by the hurricanes; they might have some extra people manning the phones who are working off scripts they don't really understand.

I really hope so. Often it is a struggle for me to reach member services due to their hours, which are contained within my own working hours. If I have to call back to get accurate info it will be an added hassle I don't need. That is ONE thing I did like about making my reservation online, is that I was provided a written record of how many points I have. There was a question about that in both conversations, the more serious one was resolved when the supervisor called me back, but the other one (two points missing) was not.

They are sending me one of those nightmare records of my account. Is there a worse accounting system out there? I don't make that many reservations but heaven forbid you cancel or change because it is next to impossible to figure out what has happened with your points during the year. Aaargh!

 

[rocketriter]

I give their "nightmare records" system about a year. My guess is that the online points accounting system they're rumored to be working on is going slowly because it's coupled to a complete overhaul of the database that keeps our records.

When the new web pages roll out, I expect there will be an all-new tracking system running underneath. For six months it will be the usual debugging nightmare, after which it will become a beautiful thing that actually shows us an accurate history, and allows us to move our points around without a call to MS.

 

[Beca]

I also got misinformation from MS yesterday, and when I corrected the very nice, but wrong CM...she put me on hold for a long time, and then came back and told me I was correct. (She was saying that transferred points could not be banked).

I was transferring some points that we simply cannot use this year to someone else's account. He tried to make a ressie with those today and was told that he could "request" a ressie, but with transferred points the transaction has to take place "after hours". Is that normal? It seemed a little funky to me, but I am new to this whole thing about transferring points.

I thought it was just me!!



Beca

 

[rocketriter]

...with transferred points the transaction has to take place "after hours..."

I suspect that this translates as, "I don't know how to do this, so I want you to call us back when I'm off duty."

 

[pennilessinpa]

I am so glad to see this thread. I have made maybe ten calls in the past 4 months to MS. There is one particular cast member - she is a female with a slight accent (combined with a cellphone call makes it impossible for me to understand - regular phone OK).

She has the worst attitude that I have ever seen. It isn't up to basic customer service records, let alone what I would expect from Disney. Sometimes I feel like I should just hang up and try for another MC on another call. She gives me no information, the wrong information and gives me the shortest answers to my questions.

I've never had a problem with any of the others - in fact some are awesome for someone like me who is new to all of this banking, borrowing, waitlisting stuff.

But where'd they get her???

 

[wintergreen]

I had a similar situation yesterday. Called in August to make some Concierge Collection reservations. One could not be confirmed, and I was told I would be called back in the next couple of days. Things got busy at home and at work, and I forgot about this for a few weeks. Called yesterday to see if I had gotten the reservations. I was told bluntly by the CM that a message had been left for me on my home phone, and that since I never called back, they had not pursued the reservation. Now I know that I never got that message. Now my plans for next spring break may be in jeopardy. The CM was not apologetic, and told me that I would have to wait another week to check on the reservation b/c the resort in question "on vacation this week," and I would have to wait for them to send another "e-mail or fax or whatever it is that we do." She was not even sure how DVC would go about requesting the reservation for me. I was a bit peeved to say the least.

 

[natt]

This thread is making my tummy all jumpy! I have to call next Tuesday for a two-fold reservation/change. I wish I could get the girl I'd had last month (darn I usually write down the name, but didn't), but she was so nice!
I understand that they are short staffed due to the hurricanes, but filling in with temps. doesn't seem like a plan to me! I'd rather hear a message explaining that they are short-staffed and to please hold for the next (experienced) CM.

 

[las3888]

I have had to call alot lately in order to try to change some recent ressies and I have been less than impressed with the CM's there. Nothing horrible, just different story with different people, plus nobody has been particularly helpful. It isn't like it is a show-stopper or anything, but I JUST CAN'T WAIT FOR ONLINE RESSIE CAPABILITIES!!!

 

[rocketriter]

Let's track this stuff. MS usually gives excellent service. If things fall off for a week, that's one thing. But if there's been a significant change in hiring or training, we should try to spot it early enough to become a chorus of "squeaky wheels."

 

[goofyforlife]

I totally agree with all of you with the "attitude."

I asked only to be put on a waitlist for a category 11 cabin that is rated for 4 people since my sister has an emergency that requires someone to watch her infant son.

The DVC "agent" was very unDISNEYLIKE and said that I couldn't make any such request......

I have been treated better without being a DVC member.....

So much for coming "HOME".......


(With family like them...........who needs it.....

A few more run-ins like this and I will gladly sell my points at a loss.)

 

[Lesley]

Honestly folks, if you're getting rude CM's you need to speak to or write to DVC management....giving the CM's name and the time and date of your call.

I haven't had any nightmare problems yet...but did have a rather clueless cm a couple weeks ago. I just assumed she was new...she was very friendly, just didn't seem to know what she was doing.

I can excuse someone just learning their job...but rudeness does not fly. Lack of rudeness is primarily why I choose to do business with Disney in general....if the cm's become rude I'll take my business elsewhere.

 

[jastza]

I thought it was me! I am new to all this and just made my first reservation! My waitlist came through and I called to make sure the other ressies had been cancelled and to add a request. The CM was rather short and it seemed like I was wasting her time! I feel like I have to call back again just to see if my request was added. SHe was just like "anything else?" I thought this isn't the great service I had heard about on the boards and have experienced in making PS arrangments. I definitely think we should squeak loudly !! Half the fun of a trip is the planning and all of our contacts with disney should be magical!

 

[Johnnie Fedora]

One of the main problems here is that you have to trust the MS CM with your plans and often don't get anything in writing (or on-line, etc.) about your account status. When you get CM who doesn't appear to know the system you always worry that a mistake may have been made and you have no varification. This is especially true with banking, borrowing and transfering points between multiple contracts. I transfered points between my own accounts, and MS told me I was limited to one transfer per year. I don't think that this is correct, but since this was likely to be the only time I do this in 2004, I didn't pursue the issue. I hope we get account "look-up" on-line soon. I hate the manual post-it note documentation of account activity I've been using. I always try to write the name of the CM who handles my call. Rudness from MS should not be tolerated, our dues are to high for that.

 

[goofyforlife]

saw this e-mail address in another post....

Let's be squeaky wheels !!!!!!!!!!!!!!




'members@disneyvacationclub.com'

 

[Mickmse2002]

I can't say that I have had any bad experiences with MS. I have had that were more exuberant and helpful than others. I remain hopeful that an on-line account look-up feature will be coming soon but if it is anything like the printed version we can get now i doubt it will be helpful.

 

[SoCalKDG]

No problems for me in the last week. Everything was very smooth. Now if we were talking about the DISH Network, look out.


Over 2 weeks and 4-5 calls along with talking to many different tech people I finally received my replacement DVR system so I could tape shows while on vacation. What a nightmare.

 

[trishy]

We've had problems in the past, but have learned that you (1) request a supervisor if you're speaking to an idiot; or (2) just call back and get a different CM. It really just depends on the person you're talking to - some are more knowledgable/helpful than others. If we don't like who we're dealing with, we just hang up and try our call again.