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

[wordwitt]

Yesterday evening I was on hold once for 15 minutes and then again for 40 minutes! While on the second call trying to book two reservations at Beach Club, a night disappeared after we booked the first one. So frustrating. Now I'm on hold again (greater than 15 min. expected wait) trying to undo the damage. Can't do it online because I'm dealing with transferred points.

 

[tjkraz]

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.

MDE / FP+ is the primary reason for the backlog.

Online booking has been live for nearly 2 years. Those staffing adjustments were made a long time ago.

 

[Breyean]

Has anyone else run into this, which happened on my call to MS last week?

I called to add a day to an existing reservation. No big deal. Wait time on hold was about 15 minutes.

Got a pretty well spoken male CM who quickly added my night. Great.

Then I thanked him, ready to hang up, esp since I knew they were really busy, but I made the mistake of making an off handed comment that I hoped by the time of our trip (next Sep) the problems with FP+ w/b ironed out.

HOLY COW! You would have thought I had insulted Walt's frozen head!!

The CM went on this REALLY long spiel about how great FP+ is, how the issues I've probably been hearing about are blown out of proportion, and how it would really improve my whole WDW experience. He wasn't reading, I think, but it sure sounded like a well-rehearsed speech.

Up to this point I had just listened, but then I made a really big mistake. I asked about how exactly it would help me given my typical park visitation habits (get there early, take a break in the early afternoon, then maybe go back in the evening).

We were on the phone for over an hour with him doing most of the talking. At one point I even said he sounded very defensive about issues I hadn't even brought up, but which he felt he had to explain to me why they really didn't exist.

Anyway, I just wonder if some CMs are giving these speeches, pretty much w/o even being questioned directly about any details of FP+, and if so, if that could be adding to the wait times.

My call, which could have been ended after about 15 minutes, if that long, took over an hour. And I even tried to get him off topic by saying thanks for the info but I'm sure you have others waiting for your help. But he would not stop!

Maybe they are really getting beaten up verbally by people having real issues, and he was just venting or something.

But it sure didn't help decrease the wait time for those on the phones waiting after me.

 

[bobbiwoz]

There was a lot of background noise in my call this morning. I think the call center location has been changed.

 

[BWV Dreamin]

I called today a few minutes after 9:00a and still had a 15 minute wait. Just rediculous .

 

[CarolMN]

Maybe those who are unhappy with the wait times should send emails to Member Satisfaction.

 

[disneynutz]

Another suggestion is to use the contact form on the member website for non-time sensitive requests or changes. I will say that even those contacts are taking a lot longer, a DME order took over a week to get processed.

I don't understand why the DVC that we pay for is processing MDE and FP+ issues if not related to the DVC?

Bill

 

[BWV Dreamin]

Maybe those who are unhappy with the wait times should send emails to Member Satisfaction.

Already did. No reply yet

 

[BWV Dreamin]

Another suggestion is to use the contact form on the member website for non-time sensitive requests or changes. I will say that even those contacts are taking a lot longer, a DME order took over a week to get processed. I don't understand why the DVC that we pay for is processing MDE and FP+ issues if not related to the DVC? Bill

I don't understand why MDE and FP+ is a DVC issue? Our dues should not be used to fund these.

 

[LorieDisneyLover]

I sent an email 4 days ago and still no reply -- concerning an issue with points after being on hold for 30 minutes and no one answering.

We just purchased in the past few months and at this rate I'm ready to re-list our contracts. Not a nice welcome home at all.

 

[disneynutz]

I sent an email 4 days ago and still no reply -- concerning an issue with points after being on hold for 30 minutes and no one answering.

We just purchased in the past few months and at this rate I'm ready to re-list our contracts. Not a nice welcome home at all.

To be honest our family loved Disney more before we bought DVC especially during the last several years.

We felt the magic during the direct buy process but after the sale it's like pulling teeth sometimes with the DVC. I must have sent 30 emails to member satisfaction over the years and not much has changed. We love the product, we just wish that the rooms were cleaned and maintained better and that Disney treated owners like they mattered.

It obvious that selling DVC contracts is more important to Disney than managing the DVC. From a business perspective they make their money selling, they manage the DVC because they have to, not because they want to. When Iger talks it's about record profits, not satisfied guests.

Bill

 

[Deb & Bill]

When I called today, they broke out the FP+ and Magical Band questions from reservations at the very beginning. And I waited six minutes (maybe just five) before I talked to the CM. But I was on hold to buy a couple one time use points about ten minutes because a different CM had to do that part. Total time on the call was about 30 minutes. I had to transfer points from one membership to another before I was able to start the booking.

 

[KAT4DISNEY]

I sent an email 4 days ago and still no reply -- concerning an issue with points after being on hold for 30 minutes and no one answering.

We just purchased in the past few months and at this rate I'm ready to re-list our contracts. Not a nice welcome home at all.

On the 5th I cancelled a reservation that the system moved points into holding that were not within any penalty period. It was after MS hours so I sent an email which said they would try and get back to me quickly and I'd most certainly hear from them within 2 days.

On the 6th I decided to try and call and straighten it out. The message said the wait would be 20 minutes which I did not have time to wait and get thru the call so I hung up. On the 7th still nothing on my email so I decided to wait it out on the phone. After a 15-17 minute hold the CM took care of the holding issue (and had never seen that happen before - such a lovely system to randomly decide on things. Actually there are definitely files that hold on to old dates - poor programming)

On the 12th I received a response to my email - 7 days after it was sent and 5 days later than expected - stating that they noted another vacation advisory had assisted with the problem.