Why Is Member Services Taking 10-15 Minutes To Answer Calls?

[BWV Dreamin]

I have had to contact MS several times this week. Each time, my wait times have been a minimum of 10 minutes, and sometimes up to 15 minutes. It doesn't matter when I call. Has the staff at MS been reduced? I have never had to wait more than 5 minutes.

Anyone else had long wait times recently when calling MS?

 

[bobbiwoz]

Yes, my post is below yours. Wait time given as 15+ minutes.

 

[LisaS]

Members can call tomorrow (Sun Nov 3) to book the member cruise. Maybe some staff members were given time off this past week in exchange for working on Sunday.

It will be interesting to see if wait times go back to normal next week.

 

[CruznLexi]

Me too are the downsizing? I had greater than 15 min each time I called and called twice this week!

 

[WILDERNESS FAN 55]

Think it's just bad luck........called twice this week and was talking to them in less than 5 min both times. Both calls were around 9-10 central time.

 

[disneynutz]

No doubt on-line account access has reduced the number of MS advisers and now they are doing chat which may reduce them even more.

I can't tell you the last time that I talked to MS.

Bill

 

[jstarcze]

I had a 7 minute wait time this pass week.

 

[eandesmom]

15 min today, 7 min earlier this week. 15 for the magi band line is member services versus 25 on the main Disney IT one.

 

[KAT4DISNEY]

I don't know but I also have had to call a couple of times and it's been 10-15 minutes each time. One was in the morning and one late afternoon on different days. It's been a long time since it's been more than 1-2 minutes max and usually no wait.

My feedback reflected it.

 

[rlduvall]

I was talking to a supervisor yesterday about a different issue and asked her about it. She said that MDE and Fastpass+ issues/questions have increased their call volume significantly. She expects it to calm down eventually. I suspect it is that plus a reduction in staff due to online capabilities.

 

[dbriggsq]

I would think the number of calls to resolve MB and MDE issues are contributing to this. For example I spent over an hour with a lovely lady this week trying to get my problem solved (I made a booking but it appeared in my DH's name and I couldn't link it to a reservation in MDE). She was very helpful and understanding but had to get someone else on the line to sort it out!

 

[DebbieB]

MB and MDE issues should be transferred to IT. Members shouldn't have to pay dues for member services to be handling Disney's IT "testing".

 

[ludari]

Add me to the list as well. The first time I called I was thinking maybe it was bad timing but a few days later I called again and had to wait 15+ minutes as well. I called again for a third time and when I was told it would be 15 minute wait I hung up and decided to do things on-line.

 

[maburke]

MB and MDE issues should be transferred to IT. Members shouldn't have to pay dues for member services to be handling Disney's IT "testing".

You make a good point, though it is only available to members. So do we as members want to pay to have this help in a way that's quicker than the IT line? My vote would be no, if it slows down all other MS requests, and they may not be as good at resolving the issues, anyway. But other members may feel differently.

 

[disneychic]

Me too - 15 minute hold time this morning. I believe I phoned just before 10:00 a.m. EST

Sent from my iPad using DISBoards

 

[MickeyMagic]

I was transferred to DVC MS to get some MDE resort linking issues taken care of. The call lasted over an hour.

 

[happyj]

I keep getting what appears to be an engaged signal

 

[bobbiwoz]

I keep getting what appears to be an engaged signal

The Member Cruise booking is today. Eventually you should get in...but the wait for me has been 45 minutes on hold so far.

 

[MK4ever]

I am a new member and was calling today to book. I see they are booking the cruise today so I guess that is why I cannot get through. I cannot book through the website because we have not closed yet. Are there difficulties booking online as well? What is the advantage to booking by phone versus online? Just hoping this difficulty booking is not typical.

 

[LisaS]

I am a new member and was calling today to book. I see they are booking the cruise today so I guess that is why I cannot get through. I cannot book through the website because we have not closed yet. Are there difficulties booking online as well? What is the advantage to booking by phone versus online? Just hoping this difficulty booking is not typical.

The member cruise booking day is the worst day to call MS. If you aren't booking the cruise and if whatever you need to do can wait, don't ever call on member cruise booking day. In general (but not today) for things that are not time critical, call MS late morning or mid-afternoon and you won't wait long.

Re: by phone versus online, I prefer to book online. It's quick and easy. When booking at the 11 or 7 month window, you get a one hour head start over those who are calling MS.

You cannot modify a reservation online and you cannot add requests to your reservation online. Those are the main reasons I call MS. I have also called to purchase DVC APs, discounted party tickets and discounted F&W events.