What's up with Member Services?

[kathleena]

I've called three times this week to do a day by day and some other stuff and each time was on the phone less than 5 minutes, got perfect information and results.

 

[Coach Rick]

Just curious how long this has been going on. One of the problems I believe we have is how high Disney has raised our expectations. Now with the storm battered state of Florida I am sure all resources, including patience is at an all time low. I know I am making an excuse for something there is no excuse for, but I am just trying to make sense of it. I haven't had any problems with MS, except for the proverbial wait on the phone, but when I did my add on, and wanted to see how many points I had from my borrowing spree this past year, to my surprise the brand new 130 points were already sitting in my account, which amazed me since I hadn't even gotten my paperwork to sign and send back. The CM was very nice, and was very talkative. If this remains a trend, then I would be concerned.

As far as the website ressies, and points management...I wouldn't hold my breath. I can't even get the "countdown" clock to work for me on the present site. I have spoken to MS tech support, and they don't have a fix for me. On Internet Explorer I only get an error page, and on Mozilla Firefox, I can get to the page to change the information, but when I go to add the date, all that appears on the drop down list is 1 and 31, everything else is blank. Sooo, I can not imagine I will have much luck with managing points on the site.

 

[Dean]

Originally posted by Coach Rick
Just curious how long this has been going on.

At least since 1994 when I became a member. Like any other information bank with multiple people, some are going to be better than others. I've found it not uncommon to get wrong or incomplete info and the truth is that I've given them far less chances (less contacts) the last few years. So if they've gotten even worse, that is very scary. I have developed a style of dealing with these type of member service/customer service groups that gives them as little room to stray as possible. I don't ask open ended questions unless I want vague or possibly incorrect answers. I tell them exactly where I start, what I want and where I think we are when we finish. I usually sent an email to confirm if it was anything that might be an issue later.

At MS most people are nice and most try to be accurate. I'd say they struggle to do both together about 50% of the time. And since they are usually nice, that leaves the accuracy part as where they fall down. That's also why I prefer to deal by email as much as possible. That way I have a record. I find DVC fairly accommodating if you can document what they told you was inaccurate.

 

[ErinC]

My last experience with MS was less than stellar. I was making a reservation for FEB. 2005. I knew I was going to have to borrow to make the ressie. When I told the girl what I wanted to reserve, she said in a rude tone "you don't have enough points for that reservation, you'll have to borrow". I told her I was well aware of the fact that I would have to borrow to make the reservation. She then rudely gave me the spiel, about this being a final transaction, yada, yada, yada, and I told her I understood. I told her that I wanted to place some requests on that reservation, and she just sat their silent. Then she said "anything else?". She just acted like it was a pain in her butt to be on the phone that day. I just dismissed it, and went on with my day, but reading these other posts makes me slighty concerned. We pay more than average dues to DVC, and frankly I expect a little more than average service. And this was before all the recent storm issues, so I don't relate my incident with someone at MS having a bad day.

 

[goofyforlife]

Erin,

You must have had the same person I talked to......


I'd check back to make sure she made any requests at all..

 

[d-r]

fyi - we had the "done over night"with a point transfer, I think it was right before the hurricane