Calling DVC - Wait times have drastically increased

[Toursupply]

Has anyone else noticed a VERY drastic increase in wait times when calling DVC? I've been a member for about 8 years. I was always very impressed that I could call and speak to a human within a few minutes. Lately, the wait time has been 25 - 30 minutes! Completely unacceptable. I can only assume that DVC is cutting costs to maximize profits...at our expense. Hopefully this will get better.

 

[palhockeymomof2]

I guess I've been lucky and never had to wait long...at most 5 minutes....if your calling today I wonder if the wait times are long due to members calling with questions on the annual pass changes

 

[DebbieB]

I wouldn't call today unless absolutely necessary, people are calling about the new APs. Someone on Facebook is advocating everyone call and voice their displeasure. Like that will change things.

 

[bobbiwoz]

I called twice last week. First time I had an 18 minute wait, next time 7. I agree that times are much worse than they used to be.

 

[KAT4DISNEY]

I too have noticed an increase in wait times again recently. But the main reason I've been noticing it is because I've had to call more because the website has not always been working properly. I had 2 waitlists I couldn't cancel online. And then a new waitlist that the website just kept bombing out on no matter what browser or device I used. Then there's been the usual glitches just using the website. I may not be alone in having to call more frequently.

 

[BamaTigger]

.

 

[Sammie]

I wouldn't call today unless absolutely necessary, people are calling about the new APs. Someone on Facebook is advocating everyone call and voice their displeasure. Like that will change things.

What does Member Services have to do with price of Annual Passes?

 

[DebbieB]

What does Member Services have to do with price of Annual Passes?

The person who posted it is livid because they have a Christmas trip in the blackout dates. They think DVC members should not have blackout dates and is requesting members to "push" DVC to change it. Tell DVC we don't like it. As I said, like that will change things.

 

[KAT4DISNEY]

What does Member Services have to do with price of Annual Passes?

There's been lots of questions about what this means for purchased vouchers, etc. DVC members usually call MS for all things to do with planning their vacation including AP's.

 

[palhockeymomof2]

I also don't think DVC has anything to do with how Disney decides on what tickets to offer and the pricing

 

[southerngirl528]

DVC and the Disney Parks are entirely separate companies. But DVC has gotten big enough that we are certainly on the radar of "big" Disney. I am a big believer in writing my concerns/complaints. I am polite, offer what I believe are viable solutions to the issue and send it to more than one place. In the case of the AP's for DVC members I would write WDW, MS and Disney corporate in CA. JMHO for what it's worth….

 

[Sammie]

If members are calling for assistance with problems, then I agree, call. If they are calling to complain about the new prices they are trying up phone lines for no reason. While DVC might be able to offer some input on ticket prices they hold little sway with those decisions. Writing Disney would be better.

 

[karrit2000]

When I called on Saturday the estimated wait time was 30 minutes. The call was put through at about 22 minutes. I wasn't given the option for a call back. The wait times improved slightly about a year ago for a few months but now it's worse then ever. I forgot to stay on the line to do the survey when I was done with MS.

 

[jmkjr72]

When I called to make our may reservation because of onine issues they said wait time was 25 min but it was actually 40 min the cm said there calls have increased because of website issues.
She also said they were running a test where you get an extension after making your reservation to call back directly to that cm when. I had to call back and used the extension I had zero wait time

 

[cyndiloveswalt]

I called twice last week, middle of the week, middle of the day and had no wait time.

 

[karrit2000]

I've called several times over the past few months for different things such as modifying reservation dates, renewing my AP about a month ago, adding F&W seminars with the DVC discount. Not once have I ever been given a specific extension to call back. There are several MS CM's I would love to have direct extensions for as they have always been super helpful & friendly but so far no luck. The last CM I got was good but not one of my faves. The previous two were not ones I would ever want to speak with again and I didn't deal with certain things with them as I believe it would have been wasted time on my part and might possibly have resulted in totally botched reservations. I don't want to point a finger at any specific types as it might be considered profiling or prejudice but there are definite differences with people of different cultural backgrounds in regards to customer relations. I don't care to be yessed to death or be told they are more than happy to help me when it's obvious they have no comprehension of what I'm asking about or trying to do.

 

[KAT4DISNEY]

I just had another 25 minute wait.

 

[disneynutz]

Over the years I have learned to call a little as possible and use the website which now has online booking. Problem is the website is a crap shoot with error messages more often than not.

This isn't the Disney that we thought we knew.

Bill

 

[OKW Lover]

I'm sure DVC has to walk a fine line between having enough agents to answer the phones with reasonable waits but not having too many which would result in even higher member fees.

 

[hakepb]

Over the years I have learned to call a little as possible and use the website which now has online booking. Problem is the website is a crap shoot with error messages more often than not.

This isn't the Disney that we thought we knew.

Bill

If you can find the info. The CRAP may be causing more calls than the RAT..