Be aware...be very aware...

[notsosnowwhite]

Thought I had a code...CM told me that we had a 40% code attached to our name when I called today for the umpteenth time. I was SO excited! :yay: She gave me some prices and guaranteed me that they were 40% off, but I had done my homework. The prices she quoted me were rack rate. I asked if I could call back and if the PIN code would still be applicable - she assured me it would be. When I called back (after checking prices online) the next CM said there was no code attached and affirmed that we had been given rack rates. I spoke with a supervisor - both the second CM and the supervisor were lovely and helpful, but there was nothing they could do. It was a VERY unmagical experience! But, I'm still hopeful for some pixie dust on our October trip....:wizard:

[Va-bear]

I had this EXACT same experience about 3 weeks ago; it was very disheartening. Not only do you get all excited thinking you've gotten a code, but also, to think they would tell you you are getting 40% off and then charge you full price. It feels like a trick and really is wrong. Sorry it happened to you too.:hug: :hug:

[DisneyMommyMichelle]

oooo this just happened to someone I know here on the DIS too!!!!!!

Is this some kind of scam trying to get you to book when you think you've gotten a great deal?? Then they claim they have no record of it AFTER you do your homework??? Not good Disney!

[Disney grandma]

Same thing happened to me, I called to see if we had a code and the CM said the discount had been applied, but when I rechecked it was the rack rate.

[Brit17]

Is this some kind of scam trying to get you to book when you think you've gotten a great deal??

I sure hope not, but I was thinking the same thing :scratchin ...

[Luv2Roam]

Maybe by "code" they are just referring to the three digit package/room only code each type has. :confused3
And I am also wondering if due to the daily pricing used now if the days of your travel happen to be at rack rate, or maybe some are. It is possible some days are discounted, and some are less discounted, or not at all.
Just surmising as I can't imagine a CM intentionally telling someone they have a 40% code when you say it turns out to be rack rate. Either that or the rack rates are higher than you think. ;) :scared1: :laughing:
:confused3

[Ilovestitch]

I think that's why it's a good idea to know how much your package/room is at rack rate before you call a travel agent or Disney for a price quote.

[notsosnowwhite]

Just wanted to clarify - there was absolutely no mistake with the daily codes. The CM told me that there was a 40% off deluxe code good through December and that it was my lucky day! I feel that it was definitely a case of an employee directly being less than honest. The second CM looked up the exact package and told me the same price - no discount applied whatsoever and the supervisor confirmed that a PIN code had never been attached to either my or my DH names. Just wanted the loyal dissers to know and be aware!:thumbsup2

[johnnyr]

Same thing happened to my sister. She called me to tell me the great deal she just got because the CM told her he was able to get her a 40% discount. When she told me what she paid, it was rack rate :scared1: When I broke the news to her, she immediately called back and cancelled the reservation.

[G8r4evr]

Just wanted to clarify - there was absolutely no mistake with the daily codes. The CM told me that there was a 40% off deluxe code good through December and that it was my lucky day! I feel that it was definitely a case of an employee directly being less than honest. The second CM looked up the exact package and told me the same price - no discount applied whatsoever and the supervisor confirmed that a PIN code had never been attached to either my or my DH names. Just wanted the loyal dissers to know and be aware!:thumbsup2

Concerning to say that least.

[auntie]

Boy:rolleyes: ..I'd like to think that this is just an inexperienced reservationist..but it's not sounding that way..with so many others having similar situations.

[boardom]

Seriously, I hope some of the folks this has happened to are calling back and talking to a supervisor. That's just not right. :headache:

[Va-bear]

Just wanted to clarify - there was absolutely no mistake with the daily codes. The CM told me that there was a 40% off deluxe code good through December and that it was my lucky day! I feel that it was definitely a case of an employee directly being less than honest. The second CM looked up the exact package and told me the same price - no discount applied whatsoever and the supervisor confirmed that a PIN code had never been attached to either my or my DH names. Just wanted the loyal dissers to know and be aware!:thumbsup2

Yes, in my case she also VERY CLEARLY stated I was getting 40% off, but since I had all the numbers in front of me from the internet, I could see immediately that it was not true.:sad2:

[captinhookedondisney]

That Has happened to me and I have learned to go threw with it and cancel if u must.

[DisneyMommyMichelle]

Seriously, I hope some of the folks this has happened to are calling back and talking to a supervisor. That's just not right.

The lady I know that this happened to did and he gave her the worst attitude and when she said she was going to report him, he said go ahead.

I think they know they are doing this in hopes of getting people to book and go to DIsney WOrld thinking they got a great rate. This is just an awful scam and I wouldn't be so quick to think so, but look at all the people that this has happened to!

[TiggerInLBV]

I assure you that no CM would ever knowingly try to be distrustful. What would that ever accomplish, the goal is for you to love Disney and feel like a cherished friend not an enemy. In the future if you call and are told that you have a PIN attached to your name I would ask the CM to tell you the number. There is ALWAYS a PIN number attached to the code and there are blackout dates for every code. I know that the 40% off does go through December but there are limited dates as well and if the CM searches for a period that overlaps the available dates then it prices out some nights at a discount and some at the rack rate. It used to be that this wouldn't happen but it does happen now with the enhanced system Disney now has. You no longer need to book separate reservations. I am sorry that you had an unmagical experience but this is the exception not the norm.

[Va-bear]

I assure you that no CM would ever knowingly try to be distrustful. What would that ever accomplish, the goal is for you to love Disney and feel like a cherished friend not an enemy. In the future if you call and are told that you have a PIN attached to your name I would ask the CM to tell you the number. There is ALWAYS a PIN number attached to the code and there are blackout dates for every code. I know that the 40% off does go through December but there are limited dates as well and if the CM searches for a period that overlaps the available dates then it prices out some nights at a discount and some at the rack rate. It used to be that this wouldn't happen but it does happen now with the enhanced system Disney now has. You no longer need to book separate reservations. I am sorry that you had an unmagical experience but this is the exception not the norm.

I can assure you that the CM told me I was getting 40% off and that the rate she told me right after that was exactly rack rate as I was very aware of what the current prices are - had them all in front of me. She also said I did not have a code but was "able to get that rate" for me - so there was no pin number to ask her for. I do know that most of the CM's are wonderful but clearly a few are having some issues - at the very least their calculators are a little off.:)

[DisneyMommyMichelle]

I do know that most of the CM's are wonderful but clearly a few are having some issues - at the very least their calculators are a little off.
__________________


hahaha too true :) I'm just amazed at the number of people that this has happened to.

[Dazer22]

This happened with me as well. The young man said that I had a pin code that was available for the whole year. No blackout dates. He said I could book up to 30 days with it. I said I had never heard of such a thing and he agreed that yes, it was a good code. When he went to price dates in May the amount came to the same as rack rate. He really didn't know why and said it must be an internet rate. Huh ?? Never heard of that either. When I called back a couple of times I was told that I did not have any pin code associated with my name.

In my case it really sounded like the guy could not read the screen or did not know what he was doing. :sad2:

[Momof2Disneyboys]

This same thing happened to me just this week.

I called Monday to see if I had a pin. The CM informed me that I have a pin for 30% off good for the entire year. I asked her if she could apply it to my May trip that I booked online. She told me that the price I got online already included the 30% discount because the pin was attached to my household and is automatically applied when you book online.

After I thought about this for a few days and really did the math I knew that there was no way that my price reflected a 30% discount. So I called yesterday only to be told that I HAVE NO PIN. I asked for a supervisor. He was total jerk. Just kept repeating himself - "you have no pin". Could not explain to me how it was possible that I had one 2 days ago. Said I must have been "misinformed". I asked him if the calls were monitored so he could go back and find that call from Monday. He told me that he would not look for that call because regardless I still HAD NO PIN. Just so rude and sarcastic, treated me like I made the whole thing up. I told him I would be reporting how I was treated. He simply said - okay.

Very disappointing and un-magical experience. :sad2:

[auntie]

I see a pattern developing:rolleyes: ..not quite sure what to make of it..but it's definetly not an "isolated incident". Could be that they get so many of these inquiries regarding codes, that they just "go with it"..and tell the callers what they want to hear. Now..us on Disney-holics, usually are aware of the rates(or there abouts)..however those less knowledgable are likely to think they got a terriific deal, and book without questioning it.

In any case I thank the OP for sharing the experience,(along with others who have shared it). Us poor souls still waiting and calling for a "code" are better informed for their doing so. Thanks.;)

[denman007]

If this happens to you and you know your discount reflects rack, I would then ask the CM to quote you rack.

Then compare the rack / the numbers of nights to get a per night rate. Then break it down before tax.

Then compare that to the their web site's rack rate.

How is the CM gonna explain that one. Then ask for you PIN code number. Then call your local TV station and hand over your recorded conversion. Then point them to this thread and show them how this is becoming practice.

Then start a class action law suit. ;)

[lilyv]

Whenever I call Disney I make sure I'm sitting in front of the computer with rates/reservations already pulled up. I can type changes as we talk. I carefully compare what they're saying with what the rack rate is. I also keep a calculator close by if I need to do quick %off calculations. It's a bit of a pain, but at least I don't have that "I think I paid more than I should have" moment.

[Momof2Disneyboys]

For those of you that this has happened to ~ I just wanted to let you know that I did send in a complaint about it. I went to the WDW website and clicked on the "contact us" and told my whole story. Probably nothing will come of it, but I figure someone higher up should know about this.

[corndog]

Know the rack rates for your room type, resort and season before you call.

[notsosnowwhite]

For those of you that this has happened to ~ I just wanted to let you know that I did send in a complaint about it. I went to the WDW website and clicked on the "contact us" and told my whole story. Probably nothing will come of it, but I figure someone higher up should know about this.

Great idea - I'm going to do this as well.

[Traci35]

Do the people in reservations get commission? Or maybe a bonus for getting X amount of people to make a reservation?

I got 40% off, but I got a card in the mail with the pin number on it. It was only good for certain weeks during the year on certain rooms at certain deluxe resorts. The first cm I talked to when I was checking rates for different resorts was really pushy. Very friendly, but pushy. The cm I talked to when I made the reservation was very friendly and gaveme the 40% off. I checked it against the rack rates.

[Robin4]

Hey, finally a code from Disney I DON'T want - the one that says it's a discount but really is rack rate!!!

[racefanof88]

Just enforces my decision to stay off property. I spend enough money on Disney every year without he hassel of trying to get a non-existent discount. I just think it is sad that Disney is starting to treat their guests like any other business does, "If you don't like it there will be more to take your place". With the dollar being so weak and and the euro being so strong the international visitor is more appealing to Disney at the moment. But, like the wind, this too shall change. I love Disney and hate the idea that they are not concerned with customer service. Oh well, that is just my .02

[branv]

Do the people in reservations get commission? Or maybe a bonus for getting X amount of people to make a reservation?

I was under the impression that they have definite quotas to make, and that it's a little insane. Given problems with finding employees and a high stress situation, it sounds like a very unnerving pattern is developing. Since it seems to be happening quite often, I wonder if this is just a tactic someone developed and shared with a few coworkers, or worse...an unofficial supervisor sanctioned tactic.

Please, to anyone this occurred to, write in to complain. Since it's not advertised officially as a discount (that really isn't) it may not be something Disney can be punished for as misleading business practices, but it certainly is unethical.

[johnnyr]

I wonder if this is just a tactic someone developed and shared with a few coworkers, or worse...an unofficial supervisor sanctioned tactic.


This is no question in my mind this is some type of new tactic they are trying. The last trip I booked, the CM was very quick to get my CC number, then diverted to try and get me to book dinner reservations, shows, etc. He then said "you are all set." I asked for the total and the discount wasn't applied. He insisted the price he gave me was correct, but I knew otherwise. It took me threatening to cancel the whole thing for him to apply the discount.

[Va-bear]

Please, to anyone this occurred to, write in to complain. Since it's not advertised officially as a discount (that really isn't) it may not be something Disney can be punished for as misleading business practices, but it certainly is unethical.

Yes, you're right. I'm glad a couple of the others have written in and I will right now too.:)

[Momof2Disneyboys]

I wrote in a very long complaint (by e-mail) 2 days ago but haven't gotten a response yet other than the automated one that says - we will be getting back to you as soon as possible. . .

Maybe I should sent it by mail. . . :confused:

[Brit17]

Who/where should we write the complaint letters to? Thanks.

[Momof2Disneyboys]

I went to the WDW website: http://disneyworld.disney.go.com/wdw/index?bhcp=1 and went to the bottom of the page and hit the Contact Us button and sent it there.

[DisneyMommyMichelle]

This is no question in my mind this is some type of new tactic they are trying. The last trip I booked, the CM was very quick to get my CC number, then diverted to try and get me to book dinner reservations, shows, etc. He then said "you are all set." I asked for the total and the discount wasn't applied. He insisted the price he gave me was correct, but I knew otherwise. It took me threatening to cancel the whole thing for him to apply the discount.

I have no doubt in my mind either that it's some kind of new technique. How awful :sad2:

[denman007]

Go public with it and expose them. Call you local news station.

[Va-bear]

Go public with it and expose them. Call you local news station.

Dude, if I called the news station, or started a class action lawsuit (as you previously suggested...) everytime someone lied to me I'd be in court 24/7 - sadly!:sad2: I dont have the time or money for that!:) Heck, if I had that kind of money I wouldn't need a 40% off code!:lmao:

[auntie]

I have no doubt in my mind either that it's some kind of new technique. How awful :sad2:

I agree..it certainly does look that way. With the changes in the economy..I wonder how long this new technique is going to be in place. Disney has been riding the wave of prosperity as of late. Doesn't seem like a good idea to be deceiving patrons into believing they are receiving a discount, when in fact they are not. If anyone was hesitant about spending money on a vacation, this deception would certainly give one pause to think twice about spending hard earned dollars in WDW, when maybe they could be saving them given the current concerns consumers are having regarding the economy. I'm just saying if I were on the fence about a visit..this experience would push me back onto the side of saving my money for another time.

[dawgsgirl]

I know there are very good CM's, but there are many who are ill informed and only trying to meet their quota. I have had my share of both. I have started all my calls lately with telling them "I am a Disney freak and this is what I what to book." Then I proceed to tell them EXACTLY what I want. Haven't had near as much trouble since I started doing this.

[G8r4evr]

I was under the impression that they have definite quotas to make, and that it's a little insane. Given problems with finding employees and a high stress situation, it sounds like a very unnerving pattern is developing. Since it seems to be happening quite often, I wonder if this is just a tactic someone developed and shared with a few coworkers, or worse...an unofficial supervisor sanctioned tactic.



This was my first thought as well. Definitely makes you wonder...

[G8r4evr]

Just enforces my decision to stay off property. I spend enough money on Disney every year without he hassel of trying to get a non-existent discount. I just think it is sad that Disney is starting to treat their guests like any other business does, "If you don't like it there will be more to take your place". With the dollar being so weak and and the euro being so strong the international visitor is more appealing to Disney at the moment. But, like the wind, this too shall change. I love Disney and hate the idea that they are not concerned with customer service. Oh well, that is just my .02

I couldn't agree more. All of the above reasons are why we have decided to take an extended break from Disney.

[dreams4disney]

I was told by a cm a few days ago for that I could get 2 rooms (standard view) at pop 6 day park hopper for me, my husband, DS's 13,11,9.and 6. Plus the dining plan for all of us. $3524.00 That is considered 4 adults and 2 children. I told her I just wanted room only and she told me that This was a good deal because I was saving 40% off my food and dining.

I knew I wasn't because I had already priced it myself. I posted on another thread that I have a room only with AAA and tickets for about $2340. and I don't think we would spend the $1200. that we saved on food. She was really pushing the plan she wanted me to take. We also have never used the Planet Hollywood voucher and we never have used our mini golf vouchers.

[auntie]

You know, I've gotten this before about saving 40% on the dining. I wasn't booking just inquiring and honestly this woman was giving me a quote on the Wilderness Lodge Villas..not the WL..and I couldn't get that across to her..since I wasn't going to book it either way, I didn't want to get into it..and she wasn't friendly either. I mentioned the dining plan being $40.00..she told me that was incorrect it has never been $40.00 it is $37.99. I told her I was just "estimating"..the cost since I used it last year. She was kind of abrupt and told me that booking the dining you save 40%...:confused3 I just wrote it off to her not knowing what the heck she was talking about. I then proceeded to book my campsite reservation for August..which is a room only. She insisted that I have to pay the one night fee at that time. I told her I've made room only before and knew I had two weeks to send the payment. I asked her if there was a change in policy. Then begrudgingly she tells me that it will cancel out on FEb 12th. "I'm aware..but not if I send my deposit"...she had no comment. "Have a magical day"..yeah right.
I wrote the whole thing off to an inexperienced reservationist in a bad mood...but after reading these posts, I'm sure she knew exactly what she was doing and was pushing the Villa reservation...when in fact I did not want that.

[notsosnowwhite]

Well, I sent in my e-mail to Disney today explaining this original situation. I have decided that I will wait to see what kind of reaction I get from the company before making any decisions about upcoming vacations. What do I expect? Not a discount - I know that's the luck of the draw. But I do expect an apology for my experience. We'll see....:rolleyes:

[TnTWalter]

but I think the original CM did give me a great discount. Sadly I called and changed resorts and the 2nd CM assured me everything was fine with code, etc.

BUT I checked the math and it was 20% off .... I called back and 3rd CM told me the code I had been given was 20 % off.... the original code was 40%.

I canceled the trip. Sadly I was also pushed into the credit card so the charges will be there for this pay period probably....I knew better but I gave my credit card anyway...duh.

Moral of my story if you have done the math before and can tell you're getting a great deal, don't change anything later!!

Trish

[Mamu]

This is one reason I do not deal with Disney directly, I've heard too may stories like this. I've only deal with Dreams Unlimited since I've found this web site.

I know there are lots of people who deal with Disney directly and never have a problem. I'm sure I would be the one to have a problem.

I love Dreams Umlimited. I book through them and they do the leg work, they are just an e-mail away and I can look up my reservation any time and see what going on. They secure a room and when codes come out they secure a code. They also book all my meal plans. Any question you have just e-mail them and usually within 24 hours it answered.

Wouldn't book any other way.

[goofieslonglostsis]

Who knows what's going on? All I know is that there's some mayor scr*wing up going on. :( Unbelievable to read multiple peoples story about being lied to by a CM about having 'a discounted price'.

I'm aware allright! So aware that I doubt I'll have totall peace of mind until we're checked in. Last night I added some nights to our ressie with the AAA-rate. No prob. everything was done. Then I recieved 4 confirmations. There are 3 of us adults and with me needing a roll in shower, for which they tried to charge us $4200,- instead of the $1900,- it is.

The first room was now cheaper, because one adult was missing. It took a real long time -most of which spent on hold- to get it sorted out. And still, I'm anxiously awaiting the confirmation mails. Eventhough I kept stressing it's needed to add the third adult to the original ressie, I doubt it they did. The CM quoted me a total for the 2 rooms of that 1700-and-some. The 2 adults price, not 3. The CM had better added adult 3 on there and it better show up on the confirmation, or I'll be complaining.

[stepdisney]

Whew, I thought it was just me. Got a pin code....Finally, called to book and knew the price right away was way more than it should have been for 40%. I asked the CM to cancel yet I got an email with the reservations and a prompt that said to continue booking press here?? I did ask her to cancel the reservations, why would they send a copy of the reservations when I said "no thank you?" There seems to be a hard press sell going on. I love all things Disney but always liked that there didn't seem to be the "used care salesman" push. This seems to be the direct opposite of what I'm use to. :confused3 .

[raven69david]

If you get a claim of a discount, make sure you book whatever offer they tell you that you're getting and put it on hold. You do not have to put any money down at this time. You can then check it out to see if it's a good deal. If it turns out to be hoax initiated by the CM to try and get you to purchase a room, report it to a supervisor.

[G8r4evr]

Whew, I thought it was just me. Got a pin code....Finally, called to book and knew the price right away was way more than it should have been for 40%. I asked the CM to cancel yet I got an email with the reservations and a prompt that said to continue booking press here?? I did ask her to cancel the reservations, why would they send a copy of the reservations when I said "no thank you?" There seems to be a hard press sell going on. I love all things Disney but always liked that there didn't seem to be the "used care salesman" push. This seems to be the direct opposite of what I'm use to. :confused3 .

I called several months back to check on Fl Res rates at AKL. She gave me the rates, I told her I wasnt interested and my cell died. A few days later I received a confirmation letter via snail mail. Definitely seems there is a push to meet quotas by the CMs and some may be using dishonest measures to meet theirs.

[Momof2Disneyboys]

If it turns out to be hoax initiated by the CM to try and get you to purchase a room, report it to a supervisor.

I did ask to talk to a supervisor and was treated worse by him than the original CM. I told him that I was going to report how poorly I had been treated by him and he said - okay. :confused3

[branv]

This is one of those times I'm almost sorry that they separate topics from the main board. I'd hate to see this happen to other people who never think to come over to the Codes board and go merrily on their way thinking they got a good deal.

[mom2my3kids]

Didn't they switch to a different company that is handling the reservations? I know last year the confirmation papers I got in the mail were different then the years before.

[mickeymedic]

This is one reason I do not deal with Disney directly, I've heard too may stories like this. I've only deal with Dreams Unlimited since I've found this web site.

I know there are lots of people who deal with Disney directly and never have a problem. I'm sure I would be the one to have a problem.

I love Dreams Umlimited. I book through them and they do the leg work, they are just an e-mail away and I can look up my reservation any time and see what going on. They secure a room and when codes come out they secure a code. They also book all my meal plans. Any question you have just e-mail them and usually within 24 hours it answered.

Wouldn't book any other way.

I totally agree. Dreams Unlimited is amazing. Let them do the leg work. They will not lead you astry.

[OhMari]

Didn't they switch to a different company that is handling the reservations? I know last year the confirmation papers I got in the mail were different then the years before.

Do you know what is really wierd? I never received confirmation papers. Only e-mails. I can check my ressie on the WDW web site and I also have the confirmation e-mails saved. I think I am going to make my hard copies today. When we went in April 07, I had confirmation papers sent to me every time I made a payment.

I've had some CM's that were very adament about how I used my 40% off. It happened 2 times to me. I wanted to add 1 day on to my existing ressie. They would not let me. When I called back the 3rd time-suddenly the AKL wasn't all booked and I could add one more day onto my Standard View Room.

[G8r4evr]

Do you know what is really wierd? I never received confirmation papers. Only e-mails. I can check my ressie on the WDW web site and I also have the confirmation e-mails saved. I think I am going to make my hard copies today. When we went in April 07, I had confirmation papers sent to me every time I made a payment.

I've had some CM's that were very adament about how I used my 40% off. It happened 2 times to me. I wanted to add 1 day on to my existing ressie. They would not let me. When I called back the 3rd time-suddenly the AKL wasn't all booked and I could add one more day onto my Standard View Room.

Inconsistency seems to be the key amongs the CM's behind the reservation line.

[auntie]

Whew, I thought it was just me. Got a pin code....Finally, called to book and knew the price right away was way more than it should have been for 40%. I asked the CM to cancel yet I got an email with the reservations and a prompt that said to continue booking press here?? I did ask her to cancel the reservations, why would they send a copy of the reservations when I said "no thank you?" There seems to be a hard press sell going on. I love all things Disney but always liked that there didn't seem to be the "used care salesman" push. This seems to be the direct opposite of what I'm use to. :confused3 .

This is EXACTLY what happened to me...and it was from the inquiry I made about the WL..and the cast member quoted me the Villas. I chalked it up to her not being well informed..but as I stated, she was also pushy and not very "magical". I received a e-mail confirmation..with the same prompt to continue to book. I e-mailed them indicating I was not booking a reservation, and that the castmember quoted me for the wrong resort to begin with. I wanted to make sure there wasn't a discrepancy of some sort. I indicated I was inquiring about a code or discounted rate..not making a reservation, and wrote that I thought the reservationist was confused as to where I wanted to stay and what I wanted. I inquired in the e-mail as to any "codes" or discounts. I did receive a generic response, that indicated there are many discounts periodically released, but they have no advance knowledge of them. Blah..blah. blah. I didn't think too much of any of this..until coming across this thread, and it's all starting to fall in place. Too many coincidences..I do think that reservationists are trying to book rooms to people who think they are getting a deal when in fact they are rack rates. They are also presurring people into making reservations they aren't sure about..and in my case...wanting that deposit on the "room only" right then. I knew the policy, and knew I had two weeks.;)

[jrmo]

I did get a code in the mail for 30% that we applied to AKL, but before we booked that, I had called several times to get quotes and info. We were looking at villas and I told the CM that I needed to get with the others in our group to discuss it before we could book it. He said he could put it on a 2 hour "hold", all we had to do was call back to make the reservation. We decided against it and received a confirmation letter asking for a deposit a few days later. Dishonesty seems to be running amuck...

[auntie]

I did get a code in the mail for 30% that we applied to AKL, but before we booked that, I had called several times to get quotes and info. We were looking at villas and I told the CM that I needed to get with the others in our group to discuss it before we could book it. He said he could put it on a 2 hour "hold", all we had to do was call back to make the reservation. We decided against it and received a confirmation letter asking for a deposit a few days later. Dishonesty seems to be running amuck...

I've been calling Disney since 1991..our first visit as a family...and I am pretty familiar with the resorts, and because of these boards the rates, and what to expect. Room onlies..vs. packages..and even AAA packages that sort of thing. I have noticed a REAL difference in the reservationists of late. They are not as "magical".. as they used to be. They may not be outright rude..but they are certainly way more aggressive than I ever recall their being. I'm not sure if their training has changed or if there are new policies in place, but either way..it's very Un-Disney like.
I would rather go on-line and check, but ..when I called to inquire about a rate at the WL(not villas..that she kept giving the price for) she told me that she could see that I had been looking at that week on line??? Kind of creeped me out. They already knew I had been putting in a search on their site for that week. Creepy huh?:confused3

[Va-bear]

... she told me that she could see that I had been looking at that week on line??? Kind of creeped me out. They already knew I had been putting in a search on their site for that week. Creepy huh?:confused3


Oooooh yes, that is very creepy! I guess it doesnt surprise me but Big Brother should have some limits - that crosses the line in my opinion. I know the hard drive of their systmem would keep track, and maybe even use that info for marketing, etc. but when any of the CM's can see it, specific information about what I choose to look at, that is wrong in my book. Bleh.

[angwill]

I too have noticed a lot of hard selling going on when I have called about reservations. I booked 3 trips, canceled one of them, and added days to one and every new reservation I was pushed to pay then. There is no holding the reservation offered and I have been urged to book or I might lose out. I have heard the excuse that everyone is calling lately to book because school calenders are coming out for next year when I asked about adding days. She said if I didn't book the days would probably not be available when I called back and it is easier to take days off than to add days to the reservation. I was told there are very few availablitities left so I might loose out etc. etc.

Another weird thing is that every time I have called to book, pay more on the reservation, and add days I have a new reservation number put on the reservation. One of mine now has 4 different reservation numbers attached to it. What's with that? I sure hope they are not stealing the reservation from each other by giving it a new reservation number.

In the past I worked weekends for a vacation company. This was a hard sell get the reservation and payment now or else position. If we did not sell so much in vacation totals we lost our jobs at month end. Lots of agents were given the boot each month. I finally quit because it just became too much pressure to sell making me hate the job. I would hate to think that is what is happening at Disney.

[OhMari]

Maybe they want everyone to book on-line and not call anymore. They are really pushing that commercial, where the wife is on the computer and she finds the $1600 and says, "Honey, I think we can do this,"

The first time I called at the beginning of January, I had the sweetest lady. And I didn't book my vacation, since the prices were very high. She told me to have a magical day and she hoped to hear from me soon.

When I got my 40% off code, I had another really nice CM. The only problem I had-I had a split stay, and she applied the wrong amount to the downpayment. She switched them.

Like I said in my first post on this thread-I wanted to add a day on our AKL. The CM would not let me add the day on, she said, AKL was full and there were no rooms available. I tried other resorts and she wouldn't let me use the 40% off code on anything. I hung up and tried again, and I think I got the person sitting next to her, and she wouldn't let me use it for 1 day either.

I called that afternoon, booked the extra day with the code, and this is when the CM found out the downpayment was switched. She changed everything and then added the extra day. She told me how she lives only 2 miles from the AKL and she will go on her off days and sit at the AKL outside and read a book. So she lives in Florida. I should of asked her where the call center is.

[auntie]

All these posts can't be "mistakes":rolleyes: there is definitely something
NOT SO MAGICIAL:eek: going on.

[DizMom11]

It happened to me twice. Once when I asked for a AAA discount and the CM said sure and quoted me rack rate. The 2nd happened with DU (sorry). I was told that with the premium plan I needed to buy park tickets for the entire length of stay, rather than the actual one day requirement with packages. All I can say is thank you Dis Boards! I thought it was just me and a couple of bad experiences.:grouphug:

[traci]

I had initially called and was quoted $3200 for my package. I didn't book because I was holding out for a code. Finally received a code, and I called back to book. The CM quoted me $3000 and kept carrying on about what a great deal I was getting blah blah blah AND she was extremly pushy. I felt uncomfortable and ended the call not booking. I didn't feel like that was such a great deal as she kept tying to convince me it was. I called back again about 10 minutes later and talked to a professional and friendly CM. He quoted me $2500 for that same package. Needless to say I booked it. There is something very bizarre going on over there. Had pushy lady been upfront and not so creepy I would have booked right then. But my gut (and my math) was telling me she was off. thank goodness I was blessed with a good cm just minutes later.

[jenrose66]

The lady I know that this happened to did and he gave her the worst attitude and when she said she was going to report him, he said go ahead.

I think they know they are doing this in hopes of getting people to book and go to DIsney WOrld thinking they got a great rate. This is just an awful scam and I wouldn't be so quick to think so, but look at all the people that this has happened to!

I'm not excusing what happend, because this isn't right. But I don't know that it was a scam. Maybe CRO is just tired of people asking about codes and then being yelled at when no codes are attached to a person's name. Instead of dealing with the conflict, they just say, yeah this is a discount.

It's unethical, true, and again, I'm not excusing it, nor am I saying that all people calling in are rude and pushy. But it only takes a few people on a very busy day to make you crazy. I do phone work and by the end of my shift, sometimes after the first hour, I feel like I could die and short of being dishonest will do whatever it takes to keep people from getting angry or mean to me.

[angwill]

There is more going on than just the discount issues from what is being said here.

Another thing is that they are getting paid to work in customer service. If they can not handle it and do their job, which is to give GOOD service to the customers calling in, then they are in the wrong line of work and need to find a new job. I worked in customer service for 7 years and I never, ever took out my bad day on a customer. If I needed a day off that is what my personal days were for. I also would have gotten fired had I embellished on a truth let alone flat out lied to a customer just so I could make it through my day without a customer getting angry or mean to me. That is why they teach you to have empathy for the customer and understand that they are upset but it is nothing personal toward you but not to have sympathy which is what makes it personal when they are angry.

[always_learning]

Well I am confused also. My Dh received the pin code offer by email that stated 20% off. I called tonight and the CM mentioned that he saw the code and it was Dh's name...and it would be 40% off. I am trying to do the math but keep getting confused. :headache: If I booked a pkg...the 40% should come off of rack rate for the room and then just add in dining and park tickets correct?

My CM was also pushy and tried hard for me to give him my credit card...thankfully it was in the other room or I might have given in. He told me he would put it on a courtesy hold and that my deposit would be needed by March 2nd to keep it.

[auntie]

There is something very bizarre going on over there.


I agree...this is no coincidence. They seem to be changing their techniques. Very agressive, and dare I say..sneaky.

[jenrose66]

There is more going on than just the discount issues from what is being said here.

Another thing is that they are getting paid to work in customer service. If they can not handle it and do their job, which is to give GOOD service to the customers calling in, then they are in the wrong line of work and need to find a new job. I worked in customer service for 7 years and I never, ever took out my bad day on a customer. If I needed a day off that is what my personal days were for. I also would have gotten fired had I embellished on a truth let alone flat out lied to a customer just so I could make it through my day without a customer getting angry or mean to me. That is why they teach you to have empathy for the customer and understand that they are upset but it is nothing personal toward you but not to have sympathy which is what makes it personal when they are angry.

I've also been doing customer service for more years than I care to mention. I can say that I have also never taken a bad day out on a customer. However, I get many mean and nasty people. I believe that courtesy should go both ways and if someone is truly trying to help you that the customer should not be mean and nasty just because they are the customer.

Now, more is going on in this situation and it does sound like poor management. However, it is impossible to not take things personally. We are people, not robots and when I am being screamed at and treated with extreme disrespect, it makes me not want to go out of my way to help someowne. I do my job politely and correctly, but because I take so much crap on a daily basis I do not go above and beyond.

Also, it's not easy to just find another job. Customer service pays well in my area and when you found yourself in that line of work then have children, etc...you can't just leave your salary and benefits. You have other priorities to consider.

I just want people to think, next time they berate someone or tell them that they are rude that these are real people with feelings on the other end of the line and that they deserve to be treated with respect.

[dreams4disney]

I didn't ask for a Pin code when I called. I don't ever remember calling and asking for one. If a general public code came out I would ask for it or when I had an AP and they had codes come out I would ask for those. I was not told I had a pin code or any code I was just told I was saving 40% which I was not. I did the math myself and ti was pure rack rate. The thing I didn't care for was how she was pushing me into it. I told her I wanted AAA rate if there was for room only. she didn't even look she wouldn't stop pushing the package. she kept telling me how I was getting a great deal. I could have booked the same thing through the website. There was no deal.Later that evening I called and got the AAA rate and I am Happy with that. I have never had that happen before. I assumed it was a one time happening.

All in All I am happy with what I have. Would I like to get a pin code or a better discount..Yes, I am sure we all would. Right now I am just happy to be able to go back. I know if anything happens we may not be able to. I am not going to let a few CM's ruin a trip we have been waiting and hoping for for over a year.

I am sorry that I am not the only one who had this happen to them. I am surprised at how many people it has happened too and sad about it. several years ago when we first started going it was so different.

[kaitlin-n-mom]

So she lives in Florida. I should of asked her where the call center is.

The cast member I spoke to told me the call center was located in Tampa. She did a wonderful job booking my ressies, even found a 40% off code for me. However, the first castmember I spoke to was less than friendly and unwilling to check for any discounts and less than informative.

I am beginning to wonder if their aren't muiltiple call centers.

[angwill]

I agree respect gets respect but the fact of the matter is that the CM is getting paid to be nice and give good customer service. If the job entails dealing with a few nasty customers that is part of what they get paid to do because they are paid to represent Disney no matter what. I would not assume that the people calling in are being nasty when they ask about discounts. Problem with the courtesy going both ways is that the customer is not getting paid to be nice they are the ones paying to be treated with respect no matter how they come across when they hand out their hard earned dollars that pay for what eventually goes in toward the CM's salary. That is why they train customer service agents to not take things personally and how to let the customer know that you understand they are upset (even if you really don't understand why they are so upset over something you see as silly) and you are going to work with them to resolve the issue which 9 times out of 10 calms them down since they know you are now on their side.

You have to admit that it is highly unlikely that people are being angry and nasty to CM's when asking for a pin code and are told there is none. If the CM's don't like that question that is too bad for them it's part of the job to hear repetative questions that they might want to pull there hair out if they hear one more time. It still does not give them the right to outright lie about discounts to book packages or all the other stuff that people are dealing with when they call in.

I am sorry that you can not stop yourself from taking things personally but I can tell you from experience that you don't have to be a robot not to. With good training like we got they taught you how to not take it personal. The person is not angry with you they are angry with your company and the situation why would it be personal because you are the person answering the phone? It is you who chooses to make it personal or realize they are not personally mad at you. I spent part of my days calling back customers who called to complain to make sure they were satified with the outcome so believe me I talked to lots of really angry people. Where I worked the customer service reps who took things personally were not there long because they were the ones who spent a lot of time crying and taking the stress home with them. It is human nature not to go out of your way for people who treat you like crud but you still have to handle yourself in a professional way when you deal with the issues they are having because you are paid to represent the company you work for. It is appearant on this thread that even acting respectful toward the CM customers are not being treated professionally which is a direct reflection on the place we all love WDW.

I am sure that you did not mean that you don't go out of your way for the respectful customers because of the butthead you had on your last call. The basic fact is that you say you get paid well for what you do and if that includes dealing with people who don't treat you they way you want to be treated that is part of the package but you still have to be professional. This is a sad reality with just about every job on earth unless you have no contact with people at all but that doesn't mean you won't have a co-employee or boss that's meaner than a customer and I would bet you wouldn't be treating them with disrespect unless you were about to quit. :hippie:

I am not trying to start an argument but a job is a job and you are paid to do it to the best of your ability no matter how you are treated in return and right now it seems that not all the CM's are doing that. Thank goodness for the good CM's to which I am sure there lots more of than bad ones.

I've also been doing customer service for more years than I care to mention. I can say that I have also never taken a bad day out on a customer. However, I get many mean and nasty people. I believe that courtesy should go both ways and if someone is truly trying to help you that the customer should not be mean and nasty just because they are the customer.

Now, more is going on in this situation and it does sound like poor management. However, it is impossible to not take things personally. We are people, not robots and when I am being screamed at and treated with extreme disrespect, it makes me not want to go out of my way to help someowne. I do my job politely and correctly, but because I take so much crap on a daily basis I do not go above and beyond.

Also, it's not easy to just find another job. Customer service pays well in my area and when you found yourself in that line of work then have children, etc...you can't just leave your salary and benefits. You have other priorities to consider.

I just want people to think, next time they berate someone or tell them that they are rude that these are real people with feelings on the other end of the line and that they deserve to be treated with respect.

[havinfun]

I called and used the code for the 40% off for the August 10th promotion. I was able to book Corando Springs for $99 a nightfor 5 nights. I also purchased park hopper tickets for 6 days and Disney Dining. My price for 2 adults was $1497. When I tried to book the exact same thing online my price was about $400 more.

I asked for room prices of Wilderness Lodge and Coronado Springs. I remember the Wilderness Lodge was ove $900. To me that didn't seem like 40% off. Maybe they' re giving 40% off on the rooms that aren't moving.

The code was on a post card mailed to my husband.

[denman007]

Well I am confused also. My Dh received the pin code offer by email that stated 20% off. I called tonight and the CM mentioned that he saw the code and it was Dh's name...and it would be 40% off. I am trying to do the math but keep getting confused. :headache: If I booked a pkg...the 40% should come off of rack rate for the room and then just add in dining and park tickets correct?

I believe this that is correct. Just do the math on the room you want at 40% off and add the the dining and tix in. At the very least, the price they quote you should be equal to that. Don't forget the tax and the CM probably added in trip insurance as well.

[always_learning]

I believe this that is correct. Just do the math on the room you want at 40% off and add the the dining and tix in. At the very least, the price they quote you should be equal to that. Don't forget the tax and the CM probably added in trip insurance as well.

Thanks for answering! I am off to do the math...I did receive the email confirmation of my courtesy hold and the CM did add trip insurance.

[always_learning]

I called back this afternoon and talked to a different CM. She quoted me $804.66 for 6 nights at POR 12/7-12/13. Which is 20% (my original pin code) but last night the CM told me he could do the 40% off. She explained that last night the CM used the same pin code she is. THEN she proceeds to try and talk me out of POR. She says the rooms can be quite cramped and since I will have the pack-n-play...I know your kids will be getting bigger etc. ?? I told her we were just there in Dec 07 and we really loved it and the grounds. She says I should try the Family Suites in the Value or a Deluxe. I just said no thank you and goodbye.

[notsosnowwhite]

I am glad yet sorry that I'm not alone in my original situation - I was told I had a code when indeed I had not. I understand greatly the pressures of a "public" job and dealing with difficult personalities. However, to get this back on track, the original CM who quoted me a 40% off discount was in no way mean or rude - she was quite excited for me to get a discount! I was so thankful to her - not at all disgruntled. The entire exchange was exciting and civil with lots of giggling and congratulations. It was only through my knowledge of rates / discounts that I discovered this was not at all accurate - I was instead quoted a regularly priced vacation and was assured it was 40%. :sad2:

I almost think it would be more understandable if the CM was rude or unkind. I could write off the experience to someone having a bad day instead of feeling like I was almost duped.:confused:

[VickiVM]

So it might be safe to say that all of those who called and was told of a discount pin code, but never received an email or postcard, probably didn't get a discount at all??

[Momof2Disneyboys]

I am glad yet sorry that I'm not alone in my original situation - I was told I had a code when indeed I had not. I understand greatly the pressures of a "public" job and dealing with difficult personalities. However, to get this back on track, the original CM who quoted me a 40% off discount was in no way mean or rude - she was quite excited for me to get a discount! I was so thankful to her - not at all disgruntled. The entire exchange was exciting and civil with lots of giggling and congratulations. It was only through my knowledge of rates / discounts that I discovered this was not at all accurate - I was instead quoted a regularly priced vacation and was assured it was 40%. :sad2:

I almost think it would be more understandable if the CM was rude or unkind. I could write off the experience to someone having a bad day instead of feeling like I was almost duped.:confused:


My experience was the same. . . On my first call I had a very friendly CM that told me that I had a 30% code good for the entire year, and told me congratulations because it was already applied to my trip that I had booked online.
Apparently that was just a big lie (for what reason, I'll probably never know or understand. . . :confused: ) because when I realized that could not be right and called back the next day I was told that I had no code ever. That's when the call got nasty! No one would admit guilt or do anything about it.

[Momof2Disneyboys]

So it might be safe to say that all of those who called and was told of a discount pin code, but never received an email or postcard, probably didn't get a discount at all??


Yes, I'd say so. :sad2:

[G8r4evr]

My experience was the same. . . On my first call I had a very friendly CM that told me that I had a 30% code good for the entire year, and told me congratulations because it was already applied to my trip that I had booked online.
Apparently that was just a big lie (for what reason, I'll probably never know or understand. . . :confused: ) because when I realized that could not be right and called back the next day I was told that I had no code ever.


Thats just wrong! :headache:

[Tinkerbell]

Where do you find those "rack rates"?

I want to call and see if I get a discount, or at least the rack rate!

Thanks for you help

Tinkerbell

[denman007]

Visit the link that says View Resort Web Site...then click on Rates

http://bookwdw.reservations.disney.go.com/ibcwdw/en_US/_framework/components/processEngine

[kjetjl]

Do you think the trouble is tied to the codes for individuals? Why don't they just stick with a public code for everyone at certain times of the year? I love the idea of a 'special code' but it does seem to be backfiring.

[WishesFT]

I have been reading this thread over the last day or so. First of all there is no doubt in my mind that Disney IS NOT sanctioning some type of false discount rate scam. There is some new terminology that some of the cast members may be misusing or misunderstanding. The 30% discount applies to the possible savings when the dining plan is used correctly. I see these types of phrases on the Disney Travel Agents web site. I know what they mean, but others may misinterpret.

As for the code today and gone tomorrow. That one stumps me. I know that trying to use a private code from a post card or other offer is sometimes difficult to find availability and for the cm to find the offer for me. I like the public codes as those I can book online. Calling in is always more time consuming and not always productive for my guests. With that said, maybe some of the cm's are well versed in searching for the codes and some aren't. I just don't know.

What I do know is that Disney would never decieve the public. Their entire reputation is built upon the best customer service in the world. They have one of the largest marketing machines on the planet. They are a well respected company in the leisure travel field.

I will try to find out some more information about these disapearing codes and post when I have chance.

I do wish everyone a magical vacation! I am sorry that some of your experiences have been pretty darn terrible with the reservation system.

[Va-bear]

First of all there is no doubt in my mind that Disney IS NOT sanctioning some type of false discount rate scam. There is some new terminology that some of the cast members may be misusing or misunderstanding. The 30% discount applies to the possible savings when the dining plan is used correctly. I see these types of phrases on the Disney Travel Agents web site. I know what they mean, but others may misinterpret.



I have been "tripped up" by the "Save 30% on food"vwording when Disney talks about the dining plan myself....BUT there is no doubt that the CM I spoke to said and meant "you are getting the 40% ROOM rate" because she then went on to quote me room rates that were exactly 40% off of rack. Only when she totaled the price did it then jump back up to rack rate. When I called her on it she said "no, you got the rate!:goodvibes " and seemed cheerful as all get out. Only when I asked her to add it up herself did she admit that, indeed, it was not giving me the rate. Dining was not discussed at any time.... I too feel that getting a commission of some sort MAY have played a role...

[notsosnowwhite]

[QUOTE=WishesFT;23332668]I have been reading this thread over the last day or so. First of all there is no doubt in my mind that Disney IS NOT sanctioning some type of false discount rate scam. There is some new terminology that some of the cast members may be misusing or misunderstanding. The 30% discount applies to the possible savings when the dining plan is used correctly. I see these types of phrases on the Disney Travel Agents web site. I know what they mean, but others may misinterpret.

I hate to disagree, but I received a phone call today from a supervisor apologizing for the CM's behavior and her misleading us in believing we had received a 40% off code off room rates. They had reviewed the phone call that sparked the original post.

So, although this may not be "Disney sanctioned," it certainly is not ethical, as posted previously. CM's are not giving accurate rates and in my case, it seems to be 100% intentional.

[notsosnowwhite]

Also, I don't seem to know how to pull down a quote. Forgive my sloppy post.:confused3

There we go...sorta fixed it.

[WishesFT]

I am just blown away! I am glad someone called you to make an apology. Can you imagine the number of people who are not using these boards, or doing any research calling in to make their dream trip come true and beining duped into thinking they got a discount? I am truly sorry. I think that now that you have brought this to Disney's attention that it will stop immediately. You guys are every Disney Fan's hero but beining an intellegent consumer and making noise when noise was necessary! Thank you!

[denman007]

Welcome to the real world. lol

[Momof2Disneyboys]

[QUOTE]

I hate to disagree, but I received a phone call today from a supervisor apologizing for the CM's behavior and her misleading us in believing we had received a 40% off code off room rates. They had reviewed the phone call that sparked the original post.

So, although this may not be "Disney sanctioned," it certainly is not ethical, as posted previously. CM's are not giving accurate rates and in my case, it seems to be 100% intentional.


Yes, I agree with you. . . I was told "You're discount applies to all 3 parts of your trip- room, dining, and tickets, your price is 30% off of the total!!" And she congratulated me. She was not implying that I was getting a discount by getting the dining plan.

Who did you complain to? I sent an e-mail compliant a week ago and have not had a single response yet. . .

[notsosnowwhite]

I sent a complaint through the disney website - someone had earlier posted the site. I also made sure when I called the second time and spoke with a supervisor about my discovery that I gave as much info as possible - time of call, duration, names if available, and asked specifically if the call could be reviewed because of the situation.

One more thing - I also made my e-mail complaint as pleasant as possible, giving the facts of the situation and complimenting the CM's that were honest with me about the situation. I expressed how happy we have always been at WDW and pointed out how many times we had travelled in the past six years. I also mentioned that I had posted the situation on the DIS boards and was waiting to make further vacation plans until I heard from someone concerning the situation.:thumbsup2

[Momof2Disneyboys]

I too sent my complaint through the Disney website. I was as pleasant as I could be, but still wanted to get my point across. I told them that I love WDW and everything Disney and that it really saddened me to have to write this complaint, but I felt that I was a loyal customer and should have been treated better than I was. I gave names and times too. We'll see if anything comes of it. . . Probably not since my trip was already booked. . .

[notsosnowwhite]

:flower3: I hope you get a reply - an apology always helps! It sounds like we've followed all the same steps. Good luck, and look forward to that trip!

[always_learning]

[QUOTE]

I hate to disagree, but I received a phone call today from a supervisor apologizing for the CM's behavior and her misleading us in believing we had received a 40% off code off room rates. They had reviewed the phone call that sparked the original post.

So, although this may not be "Disney sanctioned," it certainly is not ethical, as posted previously. CM's are not giving accurate rates and in my case, it seems to be 100% intentional.


Well I am so glad they reviewed the phone call and got back to you! On my call I was also told 40% off and it was better then the pin code I had given. It had nothing to do with the "you can save up to 30% off" terminology.

[Luv2Roam]

I am glad they are reviewing tapes just so they can research and possibly recreate the situation to find out if it is a training or system issue.
I agree with a pp that I can't imagine a CM intentionally misleading.
I wonder (and this is purely guesswork) if the CM brings up the discount package code, but some/all of the travel days fall into days that do not include the code. And I wonder if they "assume" everything pulling up has a code applied. :confused3 Just surmising as to what could have happened.
If their is a misunderstanding somewhere, best to get to the bottom of it!

[notsosnowwhite]

Just an update on my situation:
Did receive a call apologizing for the original situation. I spoke with a very sweet manager who told me that she would look into some vacation packages for our family and see what she could do...was told that she would call back on Sunday afternoon. Unfortunately, no phone call today. :sad2:

I called and left a voice message - hope to hear back so I can pass on some good news. I have great hopes for some pixie dust!!!!pixiedust:

[denman007]

Just an update on my situation:
Did receive a call apologizing for the original situation. I spoke with a very sweet manager who told me that she would look into some vacation packages for our family and see what she could do...was told that she would call back on Sunday afternoon. Unfortunately, no phone call today. :sad2:

I called and left a voice message - hope to hear back so I can pass on some good news. I have great hopes for some pixie dust!!!!pixiedust:

She'll probably call and tell you "Hey, I got you 40% off. lol

GL.

[Momof2Disneyboys]

Just an update on my situation:
Did receive a call apologizing for the original situation. I spoke with a very sweet manager who told me that she would look into some vacation packages for our family and see what she could do...was told that she would call back on Sunday afternoon. Unfortunately, no phone call today. :sad2:

I called and left a voice message - hope to hear back so I can pass on some good news. I have great hopes for some pixie dust!!!!pixiedust:


How long after your original complaint did you receive the phone call with the apology? I wrote in my story/complaint about 12 days ago and haven't gotten any response. . . . .

[notsosnowwhite]

I would say that I received a phone call about 5 days after the e-mail complaint. The last two weeks are kinda a blur - too many snow days to keep my calendar straight!

Sadly, no phone call back again today. I'm starting to develop a twitch waiting for the phone to ring. :crazy2:

[Va-bear]

Wondering if any of you ever got a "good" result from your complaints. I did receive a call back, but it actually ended up making me more frustrated than ever. She acted like she thought there was no way a CM could/would ever mislead me. When I told her that I knew of others this had happened to she said "you know those boards aren't run by Disney and you cant believe everything you read." I did remain calm and explained that we'd have no reason to lie to each other about it (yes, people might call disney and lie, to try and get a code, but why lie to each other?) She said they couldnt listen to the call either, because, even though I had the date, approx. time, and # called from I did not get the original CM's name - she said they only can trace by name - seemed odd to me?:confused3 So....basically, she said sorry and even that seemed weak...seemed more like "sorry, that you are so pitiful that you can't understand us...":sad2: Man, next year we may be going to see Elmo.:sad1:

[mickey2000]

OMG DI$NEY never does anything wrong !
Everything they do is in our best interest!
I just love DI$NEy..........
Just look at all the times they have taken my money :eek:

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WHAT BED BUGS ????

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[Momof2Disneyboys]

Wondering if any of you ever got a "good" result from your complaints. I did receive a call back, but it actually ended up making me more frustrated than ever. She acted like she thought there was no way a CM could/would ever mislead me. When I told her that I knew of others this had happened to she said "you know those boards aren't run by Disney and you cant believe everything you read." I did remain calm and explained that we'd have no reason to lie to each other about it (yes, people might call disney and lie, to try and get a code, but why lie to each other?) She said they couldnt listen to the call either, because, even though I had the date, approx. time, and # called from I did not get the original CM's name - she said they only can trace by name - seemed odd to me?:confused3 So....basically, she said sorry and even that seemed weak...seemed more like "sorry, that you are so pitiful that you can't understand us...":sad2: Man, next year we may be going to see Elmo.:sad1:

I finally got a call just last week. That was after I sent in my 2nd complaint saying that I never got a response from the first complaint.

The lady was very nice and sincere I think. The apologized that it took so long for anyone to contact me and that there was no excuse for that. Then she apologized for the original CM "misinforming" me. Said that she had no explanation for why or how that could have happened. And said that I was right and there absolutely was not a 30% discount applied to my trip. And furthermore that when I booked my trip back in August 2007 (for this May) there were no codes out for 2008 so there was no way there could have been a discount applied to my trip when I booked online like the original CM told me there was. She then apologized for how I was treated the second time I called back.

So I felt like she was sincerely sorry, but none of the CM's involved were going to be punished or even talked to about what had happened.

She said that she was going to send a gift to my kids at the resort when we checked in. So that will be nice for them. It's no 30% discount, but it's something I guess.

[Va-bear]

I finally got a call just last week. That was after I sent in my 2nd complaint saying that I never got a response from the first complaint.

The lady was very nice and sincere I think. The apologized that it took so long for anyone to contact me and that there was no excuse for that. Then she apologized for the original CM "misinforming" me. Said that she had no explanation for why or how that could have happened. And said that I was right and there absolutely was not a 30% discount applied to my trip. And furthermore that when I booked my trip back in August 2007 (for this May) there were no codes out for 2008 so there was no way there could have been a discount applied to my trip when I booked online like the original CM told me there was. She then apologized for how I was treated the second time I called back.

So I felt like she was sincerely sorry, but none of the CM's involved were going to be punished or even talked to about what had happened.

She said that she was going to send a gift to my kids at the resort when we checked in. So that will be nice for them. It's no 30% discount, but it's something I guess.


Glad you atleast got a sincere apology. I am glad I got an apology too, it just seemed a little less than sincere. BUT, I do appreciate the call and see it as much more than most companies would do - figure most would respond by email. I hope you have a great trip!!! Let us know what they send your boys and if they like it - thats pretty neat.

[Va-bear]

OMG DI$NEY never does anything wrong !
Everything they do is in our best interest!
I just love DI$NEy..........
Just look at all the times they have taken my money :eek:

http://img.photobucket.com/albums/v372/diz/DisneyDad.gifhttp://img.photobucket.com/albums/v372/diz/DisneyDad.gifhttp://img.photobucket.com/albums/v372/diz/DisneyDad.gifhttp://img.photobucket.com/albums/v372/diz/DisneyDad.gif


WHAT BED BUGS ????

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:lmao: :thumbsup2

[Momof2Disneyboys]

Glad you atleast got a sincere apology. I am glad I got an apology too, it just seemed a little less than sincere. BUT, I do appreciate the call and see it as much more than most companies would do - figure most would respond by email. I hope you have a great trip!!! Let us know what they send your boys and if they like it - thats pretty neat.


Thanks. I will be sure to let you know that they get!

[mom2minniemouse]

This just happened to me, too! I called for rates and to see if I had a code and the CM said I had a great code (30% for a room discount) attached to my name and gave me a price (around $1,800ish) for 9 nights at a value, the meal plan and our tickets. I get my confirmation that night (conveniently 5 minutes after 10 p.m. EST, when they just closed) and I had the same price but NO dining plan. I called back and got a CM who was obviously new (didn't know phrases someone booking vacations at WDW should know) and they said I didn't have the dining plan yet and there was NO code attached to my name. Annoying!!! However, in the CM's defense, he kept me on the phone for a while until he was able to apply a code to save on my room (not as big as the one I supposedly had, but close) and I at least got that. However, I'm fully planning to cancel those plans if a better deal comes along (free dining or whatever).

[IWISHFORDISNEY]

First case is my cousin he got the 40% off mailer. He asked to change the dates and the cm said no problem I can do that. He only got the dicount on the date (1 day) that fell in the dates listed and was told he got it for the whole time. His wife did some research and with my help figured it out. He called back and fixed the dates and got his discount. But he was lied to.

Second case a friend called and was told she had a code attached to her name and booked a ressie. She did some research and found out it was about a 10% discount not the 40% she was told she was given.

I got my correct amount and had a great CM who actually quoted me rack rates before and after discount. But I knew what I was dong going in and had my numbers written down.

I just dont understand why you would lie to someone. I was a travel agent for quite some time and I would have been fired if I did something like that. It seems something is going on at CRO. I am just glad it did not happen to me. It would have been so disappointing. I was thrilled to get a pincode offer; we go all the time and this is only the second code I was given.

[calypso*a*go-go]

Sorry...I haven't read thru this entire thread so I don't know if this has already been mentioned but when I called for a price quote the other day the CM insisted that I was receiving a 30% discount on the MYW Pkg w/DDP. I knew from checking online that the price I was given was rack rate. After a bit of prodding she finally admitted the 30% was basically the value received by using the DDP and there was no actual discount applied to the package. I think it's a shame that Disney has started using such misleading tactics to get people to book.

I honestly don't know if it's a marketing strategy that all the CMs are supposed to use, or if I just had someone doing it on their own. Also, is it because less people are using the DDP due to the recent changes? Whatever the reason...I would advise everyone calling to go online first and price out any resorts they are thinking of booking and then break it down into separate components (room, tickets, DDP) so they can get a better idea of whether or not a discount has truly been applied to the room portion.

[ElizabethB]

I had a similar situation, only the CM was honest enough to say it was a discount off dining not off the room. The discount quoted was 50%!

Initially, I thought the CM was saying I could purchase the DDP for 1/2 price. With a little more conversation, I realized all the CM was telling me was that buying DDP saves "50%" off of the regular price for meals without DDP. I don't know how acccurate that percentage calculation is, but to someone not versed in public codes, pin codes, etc., that would have been very confusing.

I didn't think CMs got commissions for sales. Do they?

[mom2minniemouse]

wdw.guest.communications@disneyworld.com

Just got off the phone with a VERY nice supervisor named Joel at CRO. He seemed a little freaked when I told him what had happened to me and that the Disboards was crawling with at least a few dozen folks who had this happen to them as well.

My case is considered "resolved" because the second cast member I called the other day had applied a code to my trip, even though it wasn't as big as the code I supposedly had. (Wish I had written down his name! He was really nice and considering I was sick with bronchitis and crying all over myself when I called, he handled me well. LOL!)

Just remember, folks. You catch more bees with honey. I know it's hard to keep calm when you've basically been lied to about hard-earned money, but not all CMs are out to screw you! If you don't get satisfactory results from one CM, end the phonecall as nicely as you can and call again and get another CM. Even if you don't end up with a discount, at least if enough folks complain (and dropping the Disboards name probably doesn't hurt :rotfl2: ) they'll either discipline the folks responsible or put an end to this unofficial practice.

All I have to say is I LOVE THE DISBOARDS! :grouphug: Can you imagine the amount of folks out there who don't have the Disboards and who mistakenly are thinking they got a good deal? :mad:

[notsosnowwhite]

So, it's now been about a month since the original posting. After the phone calls and e-mails I had great hope that the supervisor who had called to apologize would make some sort of peace-keeping offer. Let's face it - I was hoping for a code after all of this. Well, she finally returned my phone call to offer...(drum roll)....ticket upgrades if we travel through the end of May! That's right folks, for being deceived into thinking we had a code we were being offered a deal consisting of a public offer!

Wow. That's all I can say. Wow.

Thanks for all the postings that make me know that I am not alone in this situation. I agree that you get more bees with honey, but I'm feeling a bit stung myself! :headache:

[always_learning]

That is crazy! :rolleyes:

[blessedmommyX4]

I got a mailer a while back with the 40% off code. We were planning on stay off site, but I really wanted to stay onsite so I decided to call. After the quote, my hubby said no way. Of course, I had added EVERTYHING to our trip! lol

So, I got to reading this thread and decided to call again and see what happens. Sure enough, my room rate is not right. I called this to her attention with the numbers and everything and she is like.."oh, okay, let me see... she came back and said that for some reason when she put in the code I told her, it changed the code to something else" she said she fixed the problem and my quote was nearly $1K less this time around. We are getting 2 rooms for 10 nights so that is quite a big difference. And now hubby says we can stay onsite. I asked her to hold the ressies for 14 days while we think if we want the DDP or not, but I haven't got the confirmation e-mail yet. Does that mean taht she didn't hold them?

Thank you for this thread... I may be getting my best birthday wish ever!!!!!!!!

[calypso*a*go-go]

I asked her to hold the ressies for 14 days while we think if we want the DDP or not, but I haven't got the confirmation e-mail yet. Does that mean taht she didn't hold them?


Sometimes those confirmation emails never show up -- so don't be too concerned about them. If you are definitely going to stay at the resort you selected, you can pay the deposit to hold the room and always add the DDP later if you decide to go that route. Did she give you a definite date that you had to pay the deposit by? If so, then you should be fine.

[Va-bear]

I got a mailer a while back with the 40% off code. We were planning on stay off site, but I really wanted to stay onsite so I decided to call. After the quote, my hubby said no way. Of course, I had added EVERTYHING to our trip! lol

So, I got to reading this thread and decided to call again and see what happens. Sure enough, my room rate is not right. I called this to her attention with the numbers and everything and she is like.."oh, okay, let me see... she came back and said that for some reason when she put in the code I told her, it changed the code to something else" she said she fixed the problem and my quote was nearly $1K less this time around. We are getting 2 rooms for 10 nights so that is quite a big difference. And now hubby says we can stay onsite. I asked her to hold the ressies for 14 days while we think if we want the DDP or not, but I haven't got the confirmation e-mail yet. Does that mean taht she didn't hold them?

Thank you for this thread... I may be getting my best birthday wish ever!!!!!!!!
i'm so glad some good came from all of this - that really was my hope...that someone could get something out of others explaining the problem. :cool1: :goodvibes

[katieandemismom]

My "great deal" came in the form of a postcard offering me values for rack rate during value season. If those dates didn't work, we could get certain other dates at 20% off. If I hadn't known what rack rate was, I could have been sucked in. Instead I am pretty disgusted by the whole thing. My postcard even had a pin number on it - like rack rate is something special. Are they charging rack + 10% if you don't have a pin????

[Anc96]

I called this morning and asked if I had a code attached to my name, after checking (it sounded like she actually did check) she said yes. She said it was a 30-40% off. But, when I told her my dates (June 28th - July 4th) she said they were blacked out dates. She checked again to see if there was anything else she could apply to my dates but said there wasn't.
She also said the code would expire at the end of this month so I needed to book before then. She said if I needed to change the dates, the code would still be applied. Or, I could just cancel and get back the deposit.

So, does anyone have any idea what code this is?(not the code itself, just the terms) Or what the black out dates are. I am considering another visit at the end of November, begining of December.. so I was going to see if I could book that.

I think I was so disapointed that the code didn't apply for my dates that I didn't ask too much, though we did chat a little.. she was very nice.

And now reading this thread.. I'm wondering if there really was a code. Did anyone have a code similar to this?

[Va-bear]

Yo Anc girl!!!

Mine listed dates of:

"Available for stays most nights 3/30-4/12/08, 8/10-9/27/08, 10/19-11/1/08, 11/9-11/15/08 and 12/7-12/13/08."



GOOD good luck - hope you can get a deal and HAPPY TRIP!!!!:thumbsup2 :)


ps- though WDW never offered any sort of deal after complaining about this problem, DH did "magically" get an email code a couple of week after it happened.... :)

[Anc96]

Yo Anc girl!!!

Mine listed dates of:

"Available for stays most nights 3/30-4/12/08, 8/10-9/27/08, 10/19-11/1/08, 11/9-11/15/08 and 12/7-12/13/08."



GOOD good luck - hope you can get a deal and HAPPY TRIP!!!!:thumbsup2 :)


ps- though WDW never offered any sort of deal after complaining about this problem, DH did "magically" get an email code a couple of week after it happened.... :)

Hey VaBear... :wave:

Thank you for the dates.. if they are the same dates that my code goes by, they don't fit any possible dates :(
My current need is for our last week at the world from 6/28 - 7/4. I was SOOOO hoping to get reservations at AKL for my dd... I just don't think I can do more than $200 a night for those days, and the codes would have done that, but not for my dates.

The other possibility was our 'mid-year' visit, which I was thinking of the last week of Nov. I would have loved to do the first week of Dec after 12/7, but I won't take dd out of school for more than 2 days. Believe it or not, SHE would have a fit if I tried to take her out of school for more than that. Last year I surprised her with a Halloween trip for the MNSSHP. She had to miss 3 days of school. Imagine my surprise when, after I told her, she ran to the calender and said "I can't go, I have school!".. and then cried about it :confused3 It was her first year of middle school (5th grade for her). She did get over it (with the help of her wonderful teacher and vice-principal.. I'll detail below), and we had a great time, but I know she wouldn't do it again.

Anyway... I've inquired about renting some DVC points, but way too late. Apparently all of AKV is filled for the dates I need. Why didn't I think of renting DVC sooner :sad: It seems the ONLY way it would be within my budget

Regarding her school. I booked this trip before we received her calender for the school year. I didn't realize that the school's Terra Nova testing was scheduled for that week. I couldn't believe that she was scheduled to be gone 3 of the 5 days of testing! I didn't think the school would be happy at all about that. I went to the school and explained our scheduled vacation, and asked if there was anything that could be done. The vice principal was wonderful! She said they could arrange testing after she returned, but she would miss some classes, or, she could try to do all or most of the testing before she left, after school. My daughter opted for after school, and took all the testing in the first 2 days before we left. She didn't have to worry about having to make up work since the 3 days she was gone her class would just be doing the testing, no classwork.
She scored very well too :)
Also.. her teacher sat with her and assured her that she wouldn't miss anything, and my dd should just concentrate on enjoying her trip! Let me add her teacher is an ex-CM ! By the time we left for our trip, my dd was happy and excited about it.
BUT.... I'm not trying that again. 2 days is MAX for her being out of school, and I'd rather no school days be missed at all.

[Millie12591]

I totally agree. Dreams Unlimited is amazing. Let them do the leg work. They will not lead you astry.

Who and what exactly are they? And do they charge for their services?

[mom2minniemouse]

Okay, well my situation just keeps on getting better! (Not saying to gloat. Just can't believe that I'm sitting at home NOT thinking of the situation and SICK AS A DOG and FINALLY something magical happens to me!)

I got a call from a corporate CM, who told me I was 100% in the right and that WDW was going to eat the entire cost of my family's meal plan AND I was going to still get the $200ish discount off my value off-season room!! So we're getting three 10-day park hopper + water park tickets, 9 nights at POP, and a dining plan for two adults and one child for $1,652.51!!! All I had to do was promise to not change any of my itinerary. I think I can do that!

As for the CM who lied to me, the corporate lady was NOT amused and actually seemed rather horrified that she would basically outright mislead me like that. She listened to the entire 28+-minute phone call I had when I booked (so she apparently must know who I'm voting for on American Idol, too. LOL! The show was playing while we supposedly waited and waited and waited for the system to go through. LOL!) She said that the CM and her immediate supervisor would be taking my case as a "good training opportunity" from which to learn. LOL!

[alikat99]

Ok, sadly, I saw this thread on a different thread on the budget board, and had to come over to read this one! I responded on that one, and I'll respond here!

I had a friend that worked in the Tampa reservations center for a couple of years (actually somewhere between 1-2 yrs, I think). Anyway, she loved all things Disney, and thought what could be better than helping others plan their "once-in-a-lifetime" Disney vacations. Her thoughts were quickly dashed not long after orientation.

At the time (and it sounds like it still is), the CRO CMs were on a quota system. The more $$$ they booked (and got payment for), the more towards their quota. If they don't meet their quota for more than so many months, they are automatically fired for "not performing". So, there was definitely a push to get you to book on that first call, because if you call back and talk to a different CM, and make a different booking, the original CM gets NO credit (and they could have spent hours with you on the phone).

So, sadly, she would follow the rules, and help people book their dream vacations, and finally, she just couldn't make her quotas for a couple of months and she decided that she had had enough. And, on top of that, she would have tales of several of the CMs on her team, and on other teams, that would intentionally deceive guests to get them to book, and sadly, some of the management would just look the other way (because those CMs were making their quotas). She was very discouraged by her manager who said "at least xxx is making their quota". She just couldn't live with being dishonest, and figured that it wasn't worth it.

She told one tale of CMs disconnecting people that had called to book values. She told tales of a CM that would tell guests that the only rooms left were the big $$$ ones, in order to boost their dollars towards their quota, and on and on. So, this new ploy sounds like the exact same thing. The CMs are holding on for dear life to keep their jobs, so they will use any tactic that they can think of to do it.

So, while I still love all things Disney, I am VERY cautious about calling CRO, and if at all possible, I book online, and don't bother with CRO at all!!!

Yes, I know that there are CMs and managers out there that are playing by the "rules" and giving guests a great experience. But unfortunately, this quota system (and the lack of managers to enforce good business practices), have led to some less than honest CMs booking your vacation.

[Va-bear]

Reading your post, Alikat, reminded me of a PM I got soon after this thread started. It was from someone who saw what we'd written and wanted to tell me about being a CM (which he/she said they were...) He/she said that, indeed, they were required to meet certain quotas, etc. They just wanted to "explain" why so many CM's are doing desperate things, but that most dont. It was intesting....but, seeing as how the higher up management just apologizes and sends our kids gifts, I dont see it changing anytime soon - shame.....:sad2:

[momsavealot]

I read this thread before calling about the 40% mailer I got. I had the computer on in front of me with the exact prices I could get online. I wanted the Polynesian in August and I knew that the cost, without discount, was $2678. When I called, I got a CM, gave him my pin code from the mailer, and he said my price would be $2142. I turned to my hubby saying "is that 40% off" because it didn't sound like it to me. My hubby ran to get a calculator and said "no" so I questioned the CM. He got very testy with me like "lady, this is your discount, do you want it or not?". I told him I had the online quote right in front of me and he said the discount is, are you ready, "UP TO 40% off". I thought maybe he's right and ended my conversation with him. I read the mailer again and talked to my husband who agreed with me that the mailer was very clear "40% off", not "up to 40% off". I waited 10 minutes and called the reservations number again. This time, I got a different CM and explained the whole situation with her. She was like a dream! She was extremely friendly and apologetic and acted like she would spend all night on the phone with me if need be. She checked my address and confirmed that I had the 40% off and actually gave me the 40% off. She even explained the dining plan to me and explained that adding another 2 days of parks would only cost $17 more for our family of 6! So, my advice to anyone reading this thread is (1) do your research and know what you should be paying with discount before you call, (2) have a calculator near by and (3) keep calling until you get a CM that knows what they are doing. I wish I had written the first CM's name down to complain but I didn't so I'll drop it. Good luck!:surfweb:

[notsosnowwhite]

Four months after the original post...and I'm still waiting to hear from my special Disney CM about the special offer she is working on for us. I have called back two times to check and she assures us she is working on this special deal. Being that our trip is supposed to be next month, I'm not holding my breath at this point.

Disappointed in Disney to say the least. I originally called hoping for a PIN - not expecting one but HOPING. When I was not given accurate information, again I did not expect anything for free, was thrilled with the apology, and hopeful because the CM's statements created anticipation for again a possible code or discount.

Maybe because we have been many times in the past and have made it clear we want to return in the future we are not a priority customer - they have us roped in and they know we're coming back. I'm truly happy for the posters that have received codes. For those of you calling - just be careful and know your prices.

[spooky1]

when I called today for the umpteenth time.

I would guess you had reached the same CM a number of those umpteenth times and they finally decided to try and make your dream come true. :rotfl2:

[Momof2Disneyboys]

This same thing happened to me just this week.

I called Monday to see if I had a pin. The CM informed me that I have a pin for 30% off good for the entire year. I asked her if she could apply it to my May trip that I booked online. She told me that the price I got online already included the 30% discount because the pin was attached to my household and is automatically applied when you book online.

After I thought about this for a few days and really did the math I knew that there was no way that my price reflected a 30% discount. So I called yesterday only to be told that I HAVE NO PIN. I asked for a supervisor. He was total jerk. Just kept repeating himself - "you have no pin". Could not explain to me how it was possible that I had one 2 days ago. Said I must have been "misinformed". I asked him if the calls were monitored so he could go back and find that call from Monday. He told me that he would not look for that call because regardless I still HAD NO PIN. Just so rude and sarcastic, treated me like I made the whole thing up. I told him I would be reporting how I was treated. He simply said - okay.

Very disappointing and un-magical experience. :sad2:

I finally got a call just last week. That was after I sent in my 2nd complaint saying that I never got a response from the first complaint.

The lady was very nice and sincere I think. The apologized that it took so long for anyone to contact me and that there was no excuse for that. Then she apologized for the original CM "misinforming" me. Said that she had no explanation for why or how that could have happened. And said that I was right and there absolutely was not a 30% discount applied to my trip. And furthermore that when I booked my trip back in August 2007 (for this May) there were no codes out for 2008 so there was no way there could have been a discount applied to my trip when I booked online like the original CM told me there was. She then apologized for how I was treated the second time I called back.

So I felt like she was sincerely sorry, but none of the CM's involved were going to be punished or even talked to about what had happened.

She said that she was going to send a gift to my kids at the resort when we checked in. So that will be nice for them. It's no 30% discount, but it's something I guess.


Just an update to my situation: When we checked in there was nothing in the room for my kids. We left for a bit and then came back. Shortly after we heard a knock at the door. A man said - "Delivery". He gave us 2 pirate gift baskets. They were basically a pirate hat turned upside down with stuff inside - stickers, gems, plastic coins, and candy. Nice, I guess. But no 30% discount!

http://i150.photobucket.com/albums/s95/Momof2Disneyboys/100_3506.jpg

[Va-bear]

Four months after the original post...and I'm still waiting to hear from my special Disney CM about the special offer she is working on for us. I have called back two times to check and she assures us she is working on this special deal. Being that our trip is supposed to be next month, I'm not holding my breath at this point.

Disappointed in Disney to say the least. I originally called hoping for a PIN - not expecting one but HOPING. When I was not given accurate information, again I did not expect anything for free, was thrilled with the apology, and hopeful because the CM's statements created anticipation for again a possible code or discount.

Maybe because we have been many times in the past and have made it clear we want to return in the future we are not a priority customer - they have us roped in and they know we're coming back. I'm truly happy for the posters that have received codes. For those of you calling - just be careful and know your prices. Man, what a bummer that they never really got back to you - just stringing you along doesnt count. :( I really hope you have a great trip and maybe you'll atleast get a "consolation gift" as below (not TOO great, but better than nothing, I guess....):)

Just an update to my situation: When we checked in there was nothing in the room for my kids. We left for a bit and then came back. Shortly after we heard a knock at the door. A man said - "Delivery". He gave us 2 pirate gift baskets. They were basically a pirate hat turned upside down with stuff inside - stickers, gems, plastic coins, and candy. Nice, I guess. But no 30% discount!

http://i150.photobucket.com/albums/s95/Momof2Disneyboys/100_3506.jpg WEll, definately not a 30% discount....sorry.:worried: Thanks for posting the pic - since this is what they are sending us too. My sons will like it.:)

[metroliner]

I need to call tomorrow and change a room only to a package, and yes, check for any possible pin code for my trip next month. I know my numbers by heart and will certainly be very careful about my offer. I will report back my experience to help inform others.

[auntie]

I don't doubt the castmembers who return your call are sympathetic and apologetic. I also have no doubt that these misunderstandings are NO accident. Some people catch on and do the numbers and figure they aren't receiving a discount....when they get called on it..it's the apology and the gift basket. Either way, they have the guest booked. At the most this "error" IF they get caught costs them next to nothing in a pirate hat. Most of the time, the guest isn''t the wiser and thinks they actually received a discount that never even exisited.
This is just happening a little too often for it to be an actual mistake. It's a gimmick. :(

[crostorfer]

Never before have I equated Disney reservations with used car salesman, but I'm starting to see a lot of "lemons" lately. I'm so sorry for anyone who has been hussled into thinking they are getting a good deal. Thank goodness for the disboards, or more people would continue to be misled and given the shaft.

[spooky1]

This is just happening a little too often for it to be an actual mistake. It's a gimmick. :(

Well when you have some of your guest / potential guest calling you a umpteen times every week asking about codes - you have to expect that its going to be recorded into the system and that eventually it just might come back to haunt you. I wouldnt doubt they have some sort of code black list ... and if they dont, maybe they should.

[auntie]

Ok, sadly, I saw this thread on a different thread on the budget board, and had to come over to read this one! I responded on that one, and I'll respond here!

I had a friend that worked in the Tampa reservations center for a couple of years (actually somewhere between 1-2 yrs, I think). Anyway, she loved all things Disney, and thought what could be better than helping others plan their "once-in-a-lifetime" Disney vacations. Her thoughts were quickly dashed not long after orientation.

At the time (and it sounds like it still is), the CRO CMs were on a quota system. The more $$$ they booked (and got payment for), the more towards their quota. If they don't meet their quota for more than so many months, they are automatically fired for "not performing". So, there was definitely a push to get you to book on that first call, because if you call back and talk to a different CM, and make a different booking, the original CM gets NO credit (and they could have spent hours with you on the phone).

So, sadly, she would follow the rules, and help people book their dream vacations, and finally, she just couldn't make her quotas for a couple of months and she decided that she had had enough. And, on top of that, she would have tales of several of the CMs on her team, and on other teams, that would intentionally deceive guests to get them to book, and sadly, some of the management would just look the other way (because those CMs were making their quotas). She was very discouraged by her manager who said "at least xxx is making their quota". She just couldn't live with being dishonest, and figured that it wasn't worth it.

She told one tale of CMs disconnecting people that had called to book values. She told tales of a CM that would tell guests that the only rooms left were the big $$$ ones, in order to boost their dollars towards their quota, and on and on. So, this new ploy sounds like the exact same thing. The CMs are holding on for dear life to keep their jobs, so they will use any tactic that they can think of to do it.

So, while I still love all things Disney, I am VERY cautious about calling CRO, and if at all possible, I book online, and don't bother with CRO at all!!!

Yes, I know that there are CMs and managers out there that are playing by the "rules" and giving guests a great experience. But unfortunately, this quota system (and the lack of managers to enforce good business practices), have led to some less than honest CMs booking your vacation.

I think this post says it all. It happens....there are no "mistakes"...just people who are "on" to the mistake...or those who don't have a clue. I think the advise is good. KNOW what it is the rate is ...then figure your discount..then call, and make sure the rate they are giving you is what your discount pin says it should be. This non sense about having a pin attached to your name...well, that might or might not be true. So as not to find yourself in a situation where you feel that you've been duped, again...probably best to know what the rate is before you place that call and ask about a code.

Thank you for sharing the information. Kind of figured that was the case.
I also have no doubt they will claim there are no quotas.
Ahh..yeah...like I haven't heard that before.:rolleyes1 Companies have certain ways of making sure you meet the ..no quota...quotas. ::cop:



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[bluwater]

There are wild differences in the CMs who answer the phones. I wonder if Disney is monitoring the survey taken at the end and following-up on surveys where the feedback is very negative. They should go play the tapes from those calls to see what happened.

I hope Disney is also having their staff place test calls to the agent line to see how the call is handled.

I've called 3 times over the pastweek and had 3 completely different experiences. The first time I called was from the car and I had an idea of what the rate should be, but I was looking for the date that the value season started. I greeted the person who answered by name and was cheerful to her - but she returned with "what do you need?" in a dry, nasty tone. I knew then that I wasn't going to book anything with her that day.

She quoted me the regular season rate and told me it was the "summer rate". (There is no "summer rate"). When I asked her if the rate went down later in the summer (it does - from Regular to Value), she told me no.

When I asked her to check for the value season rate, she told me "I don't know - I'd have to look that up"...but she never looked it up - as though looking something up was too much work.

It was then that I told her that I was a travel professional and I would look it up myself. I looked it up on my handheld, told her the value rate and when it started and thanked her for her time - then I gave her the worst rating on the survey.

Called yesterday and had a great CM - she was so helpful and didn't mind trying to put various things together for me. I booked a 7 night Deluxe package with her.

It's a shame there isn't more consistency. Perhaps they need more monitoring. People are going to be driven to using the website if you can't trust the "over the phone" info. Disney will lose the upsell opportunities - and, in turn, lose money.

[mbanks21]

All the calls are monitored and the nasty ones will not be working much longer. Some calls are monitored in real time as well but all are recorded, most with screen shots to make sure the CM is actually looking for what they should be looking for.

On the other end of the idiot CM spectrum a friend of mine priced a package online for Poly that came to apprx. $3800. He called to make sure everything was right because he doesnt trust the internet and the CM told him he had a pin code and ending up getting him the package for just over $3300.

[Turtlegirl]

It really is amazing the major differences you get depending on the CM who answers the phone- the variation in knowledge, attitude and prices quoted can be drastically different. It's so sad because so many of us call excitedly with high hopes and this first step in our vacation experience can be a real downer. If I could I would definitely book over the internet as it gives me more control over the situation, but Disney makes us call if we have a code because you can't book on the web with the code. If they let us, it would alleviate many people's frustration.

[mom2minniemouse]

Well when you have some of your guest / potential guest calling you a umpteen times every week asking about codes - you have to expect that its going to be recorded into the system and that eventually it just might come back to haunt you. I wouldnt doubt they have some sort of code black list ... and if they dont, maybe they should.

Ah, there's the problem. I had only called Disney at that point ONE time before my first CM told me I had a code. I never once mentioned a code. She was the one to say that I supposedly had a code. Please, PP, don't make it out that we're all trying to get something for nothing here. It doesn't matter how or if the whole code/no code thing happened. A CM should not lie when they say we are getting discounts. How sad is it that so many other people who don't have the Disboards and this thread were duped into thinking they were getting a deal as a CM promised???