Why did you call DVC today?

[carolinadj]

I'm curious as to why the phone wait time for a cast member is so long today (and yesterday!) Each time I've called, I've been told I would have a wait time of 10 minutes or up to 15 minutes. I called several times yesterday (various times of day) and several times today throughout the morning and hung up when I was told the wait time because what I need isn't urgent.

Do you think there are fewer cast members available now to take our calls? Or is there something going on that would jam up the phone lines? Cancellations due to the economy? Buying BLT? Holiday bookings? I'm just trying to speculate because I've never had such a hard time getting through.

Why did YOU call DVC today?

 

[MommaX03]

Hi!
I did not call Disney today. Many here in the Northeast have off from school and/or work on Tuesday and Wednesday in honor of the Jewish New Year. That may be the reason.

Hope it helps!

 

[hellerjw]

Is today the day they open up BLT sales to the general public? There was a 2 or 3 week pre-sale period just for DVC members but I can't remember when they opened it up to everyone, possibly today.

 

[Chellymouse]

Sales goes through guides, not MS. I called MS today to add a day to my "celebration" in 8/09!! It may be the first day of 180days for folks heading for spring break so people may be calling to make ADRS, ect. I'm on hold with MS now and was just told up to 15 minutes.

 

[MommaX03]

I believe BLT sales to non-DVC members starts on Oct 5.

 

[RobDoc]

I suspect that MS is now trying to use the same number of CMs as before they extended to 7 days per week - thus the CMs are spread a little thinner and we now should expect some wait times as a result of the new enhancements.

In many cases, the other new reservation enhancements may also require more explanation to members resulting in more time per call - also extending wait times. In addition, as the membership continues to grow these wait times may contiue to grow unless a similar increase occurs in MS reps or online transactions become available.

MS phones should not have anything to do with BLT sales or member accounting calls since those go thru a different queue.

 

[carolinadj]

Bring on online reservations!

 

[kimberh]

I had a total of a 30 minute wait yesterday before MS answered, then a computer Glitch on my account with AKV transfer points call total 50 minutes, so today, I called to finish booking the reservation that I could not book yesterday, well... the computer glitch is still on my account so the IT tect had to be called. My call today was 45 minutes. Maybe I was your hold up. I'm sure not happy about it either. Still no actual reservation. Hopefully I will have this straight by tomorrow.
MS said, " they upgraded their computers, now nothing but trouble."
Yesterday, MS said, " Banking and Borrowing was a problem too."

 

[maburke]

Yesterday was a banking deadline for some people, so that would generate a lot of calls. Also, a few people said that they had trouble banking online, so that would make for a lot MORE calls to bank. No explanation for today, though.

 

[cokenut33]

Sorry, it was all my fault. I was transferring points from another member, then making ressies for our trip next June which required both points and cash. Then I was making ADRs for our Dec. trip. So I was on for at least 20-30 mins. But seriously, We called at 9:05 this morning and the wait time was already 6-8 minutes, and the CM was asking for our phone# because she said the new system lost it. So maybe they're having system issues? I was actually wondering the same thing as the OP when I called.

 

[nluvwithmickey]

I called MS today also...To check if I am in their computer system (bought re-sale). Sadly no, and my patience is almost out.

We are officially closed since Sept. 17th and still not in the system...our agent is looking into this as I type. Maybe she's the one?

 

[MdmMim]

Guilty!!

Seriously, I was on the phone with MS straightening out a DME reservation. I was on hold for 15 minutes, then once I spoke with a CM, it took 35 minutes to correct the departure date for DME.

 

[sean-1966]

I called yesterday to bank some points. I ended up giving up and doing it on-line.

 

[jamstew]

I did call today (early afternoon) to add two days to my May trip. The wait time was supposed to be 5 minutes, but it was more like 10.

 

[realfam]

I called 3 times yesterday , the eaits were 30,20,15 minutes. I hung up on each call and figured I call back today. when I called today at about 2 pm it was a 15 minute wait. I didn't have the time. The reason for my call was to book magical Express for our dec trip. It's ironic because I was speaking to a MS rep on sunday who was trying to make the arrangement, but couldn't do it because there computers were down. And he told me to call back later.
There's excellent customer service for you.
Service is always excellent whle there taking your money though!

 

[disneycamelbackids]

I called today I waited 15 min to book my developer points for May 1. It is nice to hear that the long wait isnt typical...

 

[snowwhitemom]

ok ok I admit it I am one of those people....you know the ones that call daily in highest of high hopes that my waitlist will be...ya know..."oh let me see hey how bout that your waitlist just came thru" LOL

 

[maburke]

ok ok I admit it I am one of those people....you know the ones that call daily in highest of high hopes that my waitlist will be...ya know..."oh let me see hey how bout that your waitlist just came thru" LOL

May I gently suggest, in the nicest way, that you check your waitlist online? I didn't do this, and I called at the 30 day mark to renew my waitlist request, and spent about 5 minutes with the CM saying that I didn't have any waitlists, and I said yes, I do! and he went through all of my separate dates that I'd pieced together, and, sure enough, the waitlist had already been confirmed. I'd have known that if I'd checked the website first.

 

[carolinadj]

Third day in a row that I called and there was a wait. This time I held on At least I can stop now.....until the next thing comes up!

 

[lockedoutlogic]

I think it's pretty unreasonable to expect not to have a short wait when calling DVC....WDW....Dining....Rec.....Weddings.....Magical Express....or the Columbus Inn on 192...

just kidding...sorta

WDW has made alot of efforts to trim down the phone operators for the last 10 years or so......most people know that a majority of calls go through a call center in Tampa now......they consilidated phone banks at the resorts...starting with All stars....then following with pop/caribbean...port...etc...

And the other thing....other than not that many operators....is that some people...simply....have nothing else to do and just call everyday for something or another....

believe me as a former CM.....it happens alot.....and i'll just chalk it up as a way for people to manifest their excitement....not simply a lack of entertainment options and/or work committments