Member Services number? Busy Signal?

[RoseGold]

Well, here's the response I got for my 2.5 hour wait two days later. TOTALLY NORMAL, guys. Nothing to see here! So glad we worked that out.

"It is normal during our peak booking times of the year to receive a busy signal when you try to call us due to so many Members trying to call us at the same time. You will want to continue dialing 800-800-9800, option 1 or 407-566-3800, option 1 until you get through to the music.

We appreciate your patience as we are receiving an overwhelming amount of correspondence from fellow Disney Vacation Club Members at this time.

Member Services is available Monday – Friday, 9:00 AM – 9:00 PM ET, and Saturday – Sunday, 9:00 AM – 7:00 PM ET, by phoning (800) 800-9800 or (407) 566-3800.

Disney Vacation Club values our Members' feedback and would appreciate you taking a moment to fill out a survey on the service I provided you today.

Please click on the following link to complete our survey."

 

[woodleygrrl]

I still can't get through today. I have a very simple thing to deal with, but it can't be fixed on-line. How about cross training some of the laid off WDW workers to come and help answer some GD calls?

 

[jlb727]

We appreciate your patience as we are receiving an overwhelming amount of correspondence from fellow Disney Vacation Club Members at this time.

That's a ridiculous response! My follow up question would be, okay, you're getting "an overwhelming amount of correspondence"...what is your plan to deal with that?! Will you hire more people? Fix up your website so it's not an almost complete mess? Like, you're just going to keep allowing an abysmal amount of customer service, I guess. Sounds like a solid business strategy.

 

[Shadeaux]

Well, here's the response I got for my 2.5 hour wait two days later. TOTALLY NORMAL, guys. Nothing to see here! So glad we worked that out.

"It is normal during our peak booking times of the year to receive a busy signal when you try to call us due to so many Members trying to call us at the same time. You will want to continue dialing 800-800-9800, option 1 or 407-566-3800, option 1 until you get through to the music.

That's ridiculous! It's never been anything like this in the 27 years we've been members.

 

[woodleygrrl]

The part that makes me so so mad is that if there is a group of people that they should be fawning over it is DVC members. Is there another group of people that spend as much as us at Disney. Anyway, who can I complain to? Is there a good email address?

 

[RoseGold]

The part that makes me so so mad is that if there is a group of people that they should be fawning over it is DVC members. Is there another group of people that spend as much as us at Disney. Anyway, who can I complain to? Is there a good email address?

The one I used was dvcmembersatisfactionteam@disneyvacationclub.com. I also forwarded the email no one bothered to respond to at all in a week.

Maybe you can get a cut and paste non-apology too!

 

[Sandisw]

The one I used was dvcmembersatisfactionteam@disneyvacationclub.com. I also forwarded the email no one bothered to respond to at all in a week.

Maybe you can get a cut and paste non-apology too!

This the one I use as well. So far, I’ve sent several regarding wait times.

 

[woodleygrrl]

Thanks. I sent a note. It made me feel a little better to write a nasty-gram.

 

[BEACHCLUBVILLAS]

The cast member could be fabulous but unless we respond honestly with the call process in these surveys, nothing will change. It’s not like we can call and complain.

 

[Sandisw]

The cast member could be fabulous but unless we respond honestly with the call process in these surveys, nothing will change. It’s not like we can call and complain.

The only thing though is that they don’t use the survey results that way. So, when you rate it as terrible, they view it against the CM.

We do have lots of ways to let them know. We can email using the link above and email Terri Shultz directly. That is how the complaints will be seen by those of in a place of importance.

 

[Nie0214]

I've been trying to book a room on cash for two weeks. And ask about renewing my Annual Pass because you can't do that on the website apparently. Ahhhg. Always busy, no matter what time it is.

 

[Grumpy Mouse]

We do have lots of ways to let them know.

Yeah - pretty sure that's all been done.

Filled out webpage feedback form. Check.

Sent e-mail to Member Satisfaction. Check.

E-mailed Terri Shultz. Check.

If it's not obvious by now, all of the complaining is falling on deaf ears because they are powerless to do anything due to cost controls:

1) There is no budget to hire additional CM's at present.
2) There is no budget to engage Disney IT (or outsourced) to make website upgrades.
3) Making DVC members go thru this hell to get anything done slows down the entire process and actually, sadly, works in Disney's favor.

Look, here's a better question: Is there any language in the covenant documents between DVC members and DVC/Disney that would provide a formal mechanism to resolve issues like this as necessary? Anything with some teeth? Or is this yet another issue that DVC members have to swallow whole and say, "that's fine, gimme more?"

If I were the Great Carnac, I'd start that last bit with "No, NO, and YES".

 

[DougEMG]

I teach computer science at a college and our graduating students always do a 4 months capstone/internship project for clients after they complete all their schooling. Maybe I should offer DVC this free service so they can get their web site updated to provided the proper functionality members need!

 

[TCRAIG]

DVC doesn’t need to hire new CMs - they just need to bring back the ones they furloughed and/or laid off!

 

[RoseGold]

Making DVC members go thru this hell to get anything done slows down the entire process and actually, sadly, works in Disney's favor.

I never really thought about it this way, hmm. I mean Disney has a whole business training thing about their MAGICAL service and how it defines their brand. You're right that the crappier the timeshare service is, the harder it is to use the points. At this point, it's unusably bad, like literally I can't book my trip tonight. I guess that helps in breakage maybe? But does slowing down members and messing all our bookings help Disney?

So if I'm stuck in Saratoga because their system sucks, I guess I got a worse value than I would have. Maybe I cancel the trip? Maybe I take off a couple days and go to Universal? Maybe I complain on a message board because I'm so irritated the system wouldn't let me get the room I want? Maybe I'm so impressed by the hold music for 2.5 hours I decided to pick up some RIV?

 

[RoseGold]

Checked my email and my pasted non-apology was from member.relations@disneyvacationclub.com

So, if you want a copypasta non-apology, there you go!

 

[woodleygrrl]

I finally got through last night after two days of dropped calls and busy signals. I was on hold for almost an hour, but I persevered. The CM told me that Wednesday was their worst day as they have just switched to a new phone system. Dont know if that is true or not, but he said that is why the wait times have been particularly awful.

 

[New Mouse]

DVC doesn’t need to hire new CMs - they just need to bring back the ones they furloughed and/or laid off!

Most have moved on to try and find companies that value their employees.

 

[Sandisw]

Yeah - pretty sure that's all been done.

Filled out webpage feedback form. Check.

Sent e-mail to Member Satisfaction. Check.

E-mailed Terri Shultz. Check.

If it's not obvious by now, all of the complaining is falling on deaf ears because they are powerless to do anything due to cost controls:

1) There is no budget to hire additional CM's at present.
2) There is no budget to engage Disney IT (or outsourced) to make website upgrades.
3) Making DVC members go thru this hell to get anything done slows down the entire process and actually, sadly, works in Disney's favor.

Look, here's a better question: Is there any language in the covenant documents between DVC members and DVC/Disney that would provide a formal mechanism to resolve issues like this as necessary? Anything with some teeth? Or is this yet another issue that DVC members have to swallow whole and say, "that's fine, gimme more?"

If I were the Great Carnac, I'd start that last bit with "No, NO, and YES".

I think that comment was to use the avenues you did vs rating the CM low at the end of the call since it’s not their fault.

Contact wise, the only avenue we have would be to replace DVCMC as the managing entity which based on the process is near impossible.

I am frustrated and disappointed that this far into 2021 when the really long wait times started becoming regular...hours...they have not put in place the things that other divisions of the company have at DRC.

 

[New Mouse]

I think that comment was to use the avenues you did vs rating the CM low at the end of the call since it’s not their fault.

Contact wise, the only avenue we have would be to replace DVCMC as the managing entity which based on the process is near impossible.

I am frustrated and disappointed that this far into 2021 when the really long wait times started becoming regular...hours...they have not put in place the things that other divisions of the company have at DRC.

We dont make them $ for the most part and the people calling in must complete their transaction so they dont have much of a point. Other than member add ons DVC has little incentive in their eyes to keep existing members happy. If they start taking a hit on new sales they will change.