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

[LSchrow]

all day, constant busy signal.....
my wait times this week have been 10-40+ minutes (trying to resolve what shows up online as a double booking which apparently occurred when they linked our april 27- may 7 ressies. we wound up with an extra booking for may 6th that still hasn't been corrected despite repeated calls).

guess i'll try again tomorrow.

 

[dbriggsq]

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".

In my case it was a member related issue because they hadn't got my name on the reservation so I couldn't link it to my MDE.
Plus in the UK we don't have a link to a free phone number for IT so the cost for an hour long + international call would be prohibitive.

 

[KAT4DISNEY]

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".

That is such an excellent point. We are paying for the testing of a system that it could be argued should have had more testing before use by guests - or should be pulled for the time being until the resolve some of these issues. I can't see how MS should be used to solve problems with it.

I'm surprised to hear that they are helping to solve the problems with it. It wouldn't have crossed my mind that they would be the ones to call since the program isn't a DVC one.

 

[Kristibo42]

maybe their busy

 

[MK4ever]

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.

Thanks Lisa!

 

[dbriggsq]

That is such an excellent point. We are paying for the testing of a system that it could be argued should have had more testing before use by guests - or should be pulled for the time being until the resolve some of these issues. I can't see how MS should be used to solve problems with it.

I'm surprised to hear that they are helping to solve the problems with it. It wouldn't have crossed my mind that they would be the ones to call since the program isn't a DVC one.

If the problem is caused by incorrect information on the booking then it can only be solved by calling MS - in fact when the problem was flagged up the MDE website gave the MS number to call.

All the systems are interconnected so they will all need to be able to sort these problems eventually.

 

[DebbieB]

In my case it was a member related issue because they hadn't got my name on the reservation so I couldn't link it to my MDE.
Plus in the UK we don't have a link to a free phone number for IT so the cost for an hour long + international call would be prohibitive.

That's why I said call transferred to IT, you could still use the 800#.

If it's an issue that MS can quickly solve, then OK. Or if it's related to how the reservation itself is setup. But if it's going to take an hour and they have to bring someone else on the line, then it should just be transferred and the member service cm's time freed up.

I read somewhere this morning that Member Services is only taking cruise calls today.

 

[erionm]

I read somewhere this morning that Member Services is only taking cruise calls today.

Tim at DVCNews.com posted that, but that's not what the member website says.

From the Member Cruise information page:

Member Services will be open to service all calls, but due to the popularity of this event, wait times may be longer than normal.

 

[dbriggs]

That's why I said call transferred to IT, you could still use the 800#.

If it's an issue that MS can quickly solve, then OK. Or if it's related to how the reservation itself is setup. But if it's going to take an hour and they have to bring someone else on the line, then it should just be transferred and the member service cm's time freed up.

.

I think the problem is that they don't know how long a problem will take to solve - mine seemed fairly simple to start with. As my lady said they're still in a steep learning curve and will eventually need to be able to solve all these sorts of problems.

 

[Kristibo42]

That's why I said call transferred to IT, you could still use the 800#.

If it's an issue that MS can quickly solve, then OK. Or if it's related to how the reservation itself is setup. But if it's going to take an hour and they have to bring someone else on the line, then it should just be transferred and the member service cm's time freed up.

I read somewhere this morning that Member Services is only taking cruise calls today.

What 800#?

 

[CarolMN]

What 800#?

The one for Member Services.

(DISbaords.com policy does not allow posting the actual 800 number since it is only available to DVC Members).

 

[disneynutz]

If the problem is caused by incorrect information on the booking then it can only be solved by calling MS - in fact when the problem was flagged up the MDE website gave the MS number to call.

All the systems are interconnected so they will all need to be able to sort these problems eventually.

I correct all reservation names and requests through the member website contact form. It takes a couple of days for them to process the change but to date I have never had errors like I do when calling.

Bill

 

[dbriggsq]

I correct all reservation names and requests through the member website contact form. It takes a couple of days for them to process the change but to date I have never had errors like I do when calling.

Bill

Yes I tried that before calling but as yet I've waited 5 days without a reply and as our trip is in a few days I felt the need to call. The problem was that on the DVC site where I made the reservations the information was correct but that information was not transferred correctly when I linked the reservation on MDE.

 

[disneynutz]

Yes I tried that before calling but as yet I've waited 5 days without a reply and as our trip is in a few days I felt the need to call. The problem was that on the DVC site where I made the reservations the information was correct but that information was not transferred correctly when I linked the reservation on MDE.

If time is a factor you have to call. We had the same issue with MDE and MS corrected it via the form.

Bill

 

[hmmerr02]

I have called in four times over the past two days trying to get through. Hung up yesterday after 25 minutes of holding. On hold again today….now 18 minutes. This is RIDUCULOUS!!!!

 

[DevonsDisneyMom]

It's not just member services. I called dining a tech support over the last week and I been on hold for well over 20 mins each time. It's crazy!! Currently on hold again with tech support b/c I am have issues with MDE page. Been on hold for 8 mins so far.

 

[LisaS]

I agree, the wait times are way too long. I called at a time of day when I would normally get right through and waited over 20 minutes on hold.

Thanks to this thread I prepared myself for a wait, even made myself a cup of tea before initiating the call but had finished the tea long before I ever got through to MS!

 

[bobbiwoz]

It's not just member services. I called dining a tech support over the last week and I been on hold for well over 20 mins each time. It's crazy!! Currently on hold again with tech support b/c I am have issues with MDE page. Been on hold for 8 mins so far.

I had a 25 minute wait to MDE people last week. I was helped a bit, but told to call again if I needed additional help.i do not have an unlimited amount of time to help my friends enjoy Disney!

 

[WILDERNESS FAN 55]

Called today around 1pm central time. 7 minute wait. Solved my dilemma immediately

 

[bobbiwoz]

I had a 15 minute wait to talk to MS today. I put "poor" for wait time in the survey.