Why Can't DVC Call Back When They Hang Up On Us?

[Bearval]

This morning I waited on hold for 93 minutes before a lady answered my call. She verified my info and found out what changes I need to make. I can't make them online because DVC has this dumb system that requires you to call if you're booking a trip that starts and ends in 2 different use years. She went to put me on hold to make the changes and disconnected the call. They have all of my information in front of them. Why won't they call me back when they hang up on me? I'm on hold again waiting to talk to another rep. It's been 53 minutes so far and says I have another 59 minutes left to wait. This has got to be the thing that annoys me the most about DVC. If you hang up on me, CALL ME BACK! I worked in a call center for 5 years for an insurance company. If we accidentally hung up on someone we would get in big trouble if we didn't call the customer back. I'm so ticked off at DVC right now and, unfortunately, the person who gets my next call is going to get an ear full of my frustration.

I would wait until the next person completes what you need done first before you give them an earful or you could find yourself waiting another 2 hours for the next person.

 

[Sandisw]

Why would they be furloughed if dues were paying for them? Sure they gave us a small credit but is that really where they got it from?

Here is one thing I am trying to find out. Yes, we give DVMC a set amount to manage the program for us. However, I do not know yet what, if any other income they receive as part of their operating budget,

For example, they get money for breakage that is above and beyond our set 12% fee. Do they get additional income from DVD or other sources?

I was told that the property management contract plays a role. I just got my copies today and have to read them because CMs are still Disney employees and that may have impacted why furloughs happened

If the only income to run DVCM is that 12% fee, which I did get confirmed was not reduced, then you are right, why any changes?

However, if they receive money from other sources, then might explains some of it. I simply don’t know yet, but wanted those agreement before I sent my next email!

 

[andyman8]

Unfortunately they don’t have it set up. They sent an email saying that they are hiring more staff and updating the system because they know it is unacceptable.

Hopefully, what they are doing happens quickly!

They said they are upgrading the system. That is what I was referring to happening quickly.

It’s worth noting that Ticket Services and serval other divisions have added callbacks. They all generally use similar systems, so the fact that DVC hasn’t added that tells me it’s not a priority, which is sad.

 

[ScubaCat]

I had to give up after about 75 minutes yesterday. I'm now on hold and am told I have an estimated wait time of 91 minutes. I have the time now while I'm working so no big deal, but it took me about 8 calls to even get into the queue.

Wow, the Terri Schultz regime is really something.....

UPDATE: Got through finally and was able to buy the 6-for-4 tickets. Great agent as usual; just severely understaffed and no automated callback system makes this whole ordeal extremely unpleasant. Total call length including the minute to complete the survey was 95 minutes.

 

[Chuck S]

This morning I waited on hold for 93 minutes before a lady answered my call. She verified my info and found out what changes I need to make. I can't make them online because DVC has this dumb system that requires you to call if you're booking a trip that starts and ends in 2 different use years. She went to put me on hold to make the changes and disconnected the call. They have all of my information in front of them. Why won't they call me back when they hang up on me? I'm on hold again waiting to talk to another rep. It's been 53 minutes so far and says I have another 59 minutes left to wait. This has got to be the thing that annoys me the most about DVC. If you hang up on me, CALL ME BACK! I worked in a call center for 5 years for an insurance company. If we accidentally hung up on someone we would get in big trouble if we didn't call the customer back. I'm so ticked off at DVC right now and, unfortunately, the person who gets my next call is going to get an ear full of my frustration.

Yes, that is a weird thing, in a "normal" year I'd book the first part, then the second. Sometimes I travel end of May, into June...I have a June use year. But with all the stuff we have to go through this year, I would not want to risk trying to book it as two separate reservations online

 

[Evita_W]

They said they are upgrading the system. That is what I was referring to happening quickly.

That is what I am saying, the upgrade should be able to be completed within 24 hours of starting the process.

 

[Sandisw]

That is what I am saying, the upgrade should be able to be completed within 24 hours of starting the process.

We have no idea exactly what they are doing and how they need to work it out with the entire work from home so I am willing to give them some leeway in getting it right.

Chat is finally working better than it was and we have reports of new CMs being trained. The ticket offer ends tomorrow so that should help too.

 

[Evita_W]

We have no idea exactly what they are doing and how they need to work it out with the entire work from home so I am willing to give them some leeway in getting it right.

Chat is finally working better than it was and we have reports of new CMs being trained. The ticket offer ends tomorrow so that should help too.

The problem is DH is an IT Manager with a company with offices here and in the Philippines. The Philippine office just had to switch back to working from home and it takes about 30 minutes at most to make the phone system switch.

Seriously, phone systems aren't that hard and since they are already working from home, it means they are already using software based solutions, so it really is nothing more than flicking a proverbial switch.

Based on all that I know of how phone systems work, I am not prepared to give them the benefit of the doubt. But the ticket offer ending should indeed help, but that should have been able to be handled 100% online, so should recovery APs, etc. With only the rare odd man out cases needing to call.

These issues are the result of outsourcing IT rather than keeping it in house and yes, even the phone systems fall under IT these days.

 

[DISJeff74]

3 days into my DVC membership and here I am...on hold for 65 minutes...DVC cast member cant help me...needs supervisor....supervisor is not available for 10 minutes....I ask to be called back if we get disconnected....she promises she will...low and behold...30 seconds later...I get disconnected....wow...just wow...lets see if I get called back!

 

[MICKIMINI]

3 days into my DVC membership and here I am...on hold for 65 minutes...DVC cast member cant help me...needs supervisor....supervisor is not available for 10 minutes....I ask to be called back if we get disconnected....she promises she will...low and behold...30 seconds later...I get disconnected....wow...just wow...lets see if I get called back!

Don't count on it! I played that game for three hours yesterday before I could upgrade two tickets to PH's and add a day...there are lots of good things with DVC, but IT is a train wreck! Welcome to DVC!

 

[DISJeff74]

Its official...I actually did get a call back and my issue is resolved! Beginners luck?

 

[miTnosnhoJ]

Its official...I actually did get a call back and my issue is resolved! Beginners luck?

I'm curious. When you got the callback, did caller ID say Disney or a home number?

 

[DISJeff74]

I'm curious. When you got the callback, did caller ID say Disney or a home number?

1-800-800-9800 was the number. It did not say Disney on caller ID.