Calling DVC - Wait times have drastically increased

DenLo · Oct 6, 2015

We called MS a couple of times last week and never waited more than 5 minutes (we were told 8 minutes on one call, but the CM answered before then). If people are calling to complain about the ticket increases or complaints about the website changes, then I could see that the wait times have gone up.

OKW Lover · Oct 6, 2015

Called DVC Member Services this morning about 10:30 and had a 5 minute wait.

DVC Mike · Oct 6, 2015

I cover the state-of-the-art DVC Member Services Call Center in "Do you still call Member Services?".

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gdrj · Oct 10, 2015

DebbieB said:
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.

It may not change things but I think it is important that complaints are heard. I emailed DVC and guest relations about AP increase (while parks our a construction zone) and TIW. I did receive a phone call back. Obviously nothing changed but CM did say a couple of things:
1- Executives are hearing the pushback
2- CM expressed empathy (it seemed sincere)
3- CM said she had been on phone all day.

While nothing will change, I think it is important that anyone and everyone who is not happy with changes email their concerns. Even the leadership in the ivory tower will hear it. If there is little no "uproar", management will just assume increase is no big deal. Maybe timing or added benefits on future increase may differ, maybe TIW will enhance program to justify cost increase. You never know.

DebbieB · Oct 10, 2015

gdrj said:
It may not change things but I think it is important that complaints are heard. I emailed DVC and guest relations about AP increase (while parks our a construction zone) and TIW. I did receive a phone call back. Obviously nothing changed but CM did say a couple of things:
1- Executives are hearing the pushback
2- CM expressed empathy (it seemed sincere)
3- CM said she had been on phone all day.

While nothing will change, I think it is important that anyone and everyone who is not happy with changes email their concerns. Even the leadership in the ivory tower will hear it. If there is little no "uproar", management will just assume increase is no big deal. Maybe timing or added benefits on future increase may differ, maybe TIW will enhance program to justify cost increase. You never know.

I'm glad you emailed. My main concern was people calling and creating long wait times for those who needed to get through for reservations.

disneynutz · Oct 10, 2015

gdrj said:
It may not change things but I think it is important that complaints are heard. I emailed DVC and guest relations about AP increase (while parks our a construction zone) and TIW. I did receive a phone call back. Obviously nothing changed but CM did say a couple of things:
1- Executives are hearing the pushback
2- CM expressed empathy (it seemed sincere)
3- CM said she had been on phone all day.

While nothing will change, I think it is important that anyone and everyone who is not happy with changes email their concerns. Even the leadership in the ivory tower will hear it. If there is little no "uproar", management will just assume increase is no big deal. Maybe timing or added benefits on future increase may differ, maybe TIW will enhance program to justify cost increase. You never know.

Today money is all that matters. If they increase prices and make more money they get a promotion and bonus. If the increase causes a loss in revenue due to people not buying then they modify the increase by offering a perk of some kind. They never go back to the old price.

While the CM's on the phone may seem sympatric, that doesn't change a thing. Sending emails of complaint probably doesn't do anything either but at least we tried.

:earsboy:

Bill

crisi · Oct 11, 2015

Must have been lucky. I call maybe twice for a vacation and have never spent more than five minutes on hold.

Sammie · Oct 11, 2015

I called this week to book magical express and had no wait time.

Lexxiefern · Oct 11, 2015

Every call I have had in the last couple months have quoted a 25+ wait time. Very annoying. I only call for things I cannot do online, like make a member discount cash reservation.

I need to call and renew my DD's AP and I am dreading it.

Sleepy Sheep · Oct 12, 2015

I called today. I got through to a Cast Member before the recorded guy got through his spiel about the DVC website and online services. And for once they didn't ask me to confirm the info I had already typed in on the keypad.

I usually don't have to wait nearly as long as I have to wait to ride the convenient Disney Transportation System.

bobbiwoz · Oct 13, 2015

I called again, maybe it was Saturday and got right through. I was stunned, in a good way!

DebbieB · Oct 13, 2015

I called yesterday afternoon about linking a new reservation to MDE, it kept erroring on me. I got right through and the CM took care of it quickly. I like that they have a separate menu pick for MDE and FP+ problems.

debg · Oct 14, 2015

I called last Wed a.m. to book the first week of our Aulani trip. 17 minutes on hold, transaction completed at the 29 minute mark. Called just now (8:45 a.m. CST) to book the second week of our trip and got the message that there is a system outage that prevents them from accessing our files and to call back after 11:00 AM. This outage impacts phone and online reservations. Maybe I've been unlucky but I've had many, many, many calls that took up to half an hour on hold. Of course, this is over a 22 year history of calling DVC Member Services. In my experience, it has been quite the norm to have a 10-20 minute wait time.

jillmc40 · Oct 14, 2015

I just got an estimate of 30 minutes! Thank God for speaker phone!

apple9117 · Oct 15, 2015

I think it might depend what time you call. I called yesterday at 2PM PST and I had no wait!

DougEMG · Oct 15, 2015

I just called this morning and only had a 5 minute wait, one of the shorts waits I've ever had.

madhavok · Oct 15, 2015

I've called several times recently, the waits have been very reasonable, no issues.

GOOFY D · Oct 15, 2015

disneynutz said:
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

I just wish you could modify your reservations online rather than having to call MS to do so.

gmi3804 · Oct 18, 2015

I've noticed increased wait times overall, but I've also gotten CMs who seem a lot more knowledgeable then the usual CM Roulette I was used to. Maybe they've thinned the ranks and kept the better ones? Just conjecture, of course, but my confidence in their abilities is strengthened.

Calling DVC - Wait times have drastically increased

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