After months of busy signals and long wait times reported by DVC Members, Disney Vacation Club is finally acknowledging that they are experiencing difficulty keeping up with high call volumes at Member Services.
In an email sent to members on Tuesday, Disney Vacation Club states:
“Due to multiple circumstances, we are experiencing higher than normal call volumes and some of you have shared your concerns when calling Member Services and experiencing extended wait times. Our Advisors continue to address many complex situations for our Members who have had their vacations interrupted by the pandemic, which often requires more time and limits the total number of Members we can speak to. This, combined with our Advisors continuing to work from home, has created unprecedented challenges for our teams.“
“Please know that we are working diligently to remedy this issue and recognize that we need to do better. We want to assure you that we are taking the necessary steps to help reduce call wait times, including hiring more Cast Members and investing in new phone systems that will enhance our customer service levels.“– Disney Vacation Club
This acknowledgment comes after months of complaints lodged on DISboards and on the DVC Fan Facebook Group of members waiting hours to speak with a cast member or not getting through at all when attempting to call. Earlier today, reports indicated that Member Services was no longer allowing guests to wait on hold. A recorded message when calling asked members to call back at a later time before disconnecting the call.
Several weeks ago, we did spot a job posting indicating an attempt to hire more Member Services Cast Members as stated in the email received this afternoon. This, however, does not explain why Member Services staffing seems to continue to be cut back significantly from pre-pandemic levels. In contrast, members continue to struggle with point usage issues due to the events of this past year.
We want to hear your stories! Please share with us in the comments your recent experience when attempting to call Member Services. Do you think DVC should have responded sooner to this issue? Are you having issues with contacting Member Services that is affecting your vacation plans? Let us know!