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loonytoony
04-14-2008, 01:55 PM
Thank you for contacting us.

From time to time, we evaluate our existing pricing structures and make

adjustments. Although we regret your disappointment with the recent
price increase for our stroller and ECV (electronic convenience
vehicle)
rentals, we want to assure you that your remarks have been shared with
the appropriate individuals.

Our guests' impressions are very important to us, and we appreciate the

time you took to share your thoughts. We look forward to future
opportunities to entertain you.

Sincerely,

Executive Offices
Walt Disney World Resort


I thought it was a nice response.


http://www.mickeypath.com/id/1207514204.jpg
('http://www.mickeypath.com/')

Bethy Lou
04-14-2008, 02:00 PM
Nice response but I want them to say they will reduce it again! :rotfl:

arielsleepingbeauty
04-14-2008, 02:23 PM
where did you send your comment to?

I wonder if they had a decrease in rentals if they would decrease their prices?

I went out and purchases a double for my trip instead of renting and i will just pass this along when i leave. My dd's dont use one at home just at WDW, but i would rather pay the money for a new one and share it then rent it. Maybe if others stopped renting they would get the hint. There was no need to increase the prices, but they are a business.

loonytoony
04-14-2008, 03:16 PM
where did you send your comment to?

I wonder if they had a decrease in rentals if they would decrease their prices?

I went out and purchases a double for my trip instead of renting and i will just pass this along when i leave. My dd's dont use one at home just at WDW, but i would rather pay the money for a new one and share it then rent it. Maybe if others stopped renting they would get the hint. There was no need to increase the prices, but they are a business.

wdw.guest.communications@ disneyworld.com

gibsontrio
04-14-2008, 03:19 PM
hmm sounds computer renerated. I wonder if everyone emailing is getting the same email. I doubt they will decrease the price now, but hey you never know

Stinkerbell317
04-14-2008, 03:32 PM
I haven't rec'd any response yet, but I will wait and see if I get the same one, or any at all. You never know. DIdn't the cruiseline change some ridiculous fee not too long ago? So many people complained abt it that they recalled some new fee they were trying to impose. I think I remember that being discussed on the Podcast.

SharpMomOfTwo
04-14-2008, 03:33 PM
I sent a letter too - I think we all should. At some point they will have to get the message!!!!!

CamAnd
04-14-2008, 04:20 PM
hmm sounds computer renerated. I wonder if everyone emailing is getting the same email. I doubt they will decrease the price now, but hey you never know

Yes, they're sending out a standard response since I got the same one.

DisneyPhD
04-14-2008, 08:09 PM
wdw.guest.communications@ disneyworld.com

Thanks for the link, I sent a email. I have never rented a stroller before, and likely never will. We always brought ours, but considered using theirs when the girls were older.

I wasn't very nice in my email. I did not hold back. :rolleyes1

Bethy Lou
04-14-2008, 08:15 PM
We are not renting a double stroller on our next trip because of the rate increase, we just plan on taking a lot more breaks and catching more shows.

lrab1126
04-14-2008, 08:56 PM
I have yet to get a response and i sent 2 emails, 2 different email addys. I am suer they share it with noone lol makes me so mad!

arielsleepingbeauty
04-15-2008, 06:52 AM
This was my response to my email. I received a response right away.

"Thank you for writing to the Walt Disney World Resort. Your comments
are appreciated, and a member of our staff will contact you for further

details, if necessary.

Please visit <www.disneyworld.com> for answers to the most frequently
asked questions. You may also discover some of the magical happenings
at
the Walt Disney World Resort.

Again, thank you for your message."

Oh i hope that they will contact me. I wasn't very nice either in my email to them. I told them its a shame that this is what they do for their guests, increase the price. Its not like the strollers are disposable, they get plenty of use to pay for itself without the price hike.
I told them that they can take my money with resort room, tickets, food and souveneirs, but they will never get my money for a stroller rental.

mommy2aprincess4
04-15-2008, 07:33 AM
I got the same response. :rolleyes:

tinaninea
04-15-2008, 08:32 AM
I got the same exact thing! In other words, "We really don't care if you don't like it, because we know you'll still be coming to Disney, so see ya' when you get here."

runwad
04-15-2008, 05:15 PM
This was my response to my email. I received a response right away.

"Thank you for writing to the Walt Disney World Resort. Your comments
are appreciated, and a member of our staff will contact you for further

details, if necessary.

Please visit <www.disneyworld.com> for answers to the most frequently
asked questions. You may also discover some of the magical happenings
at
the Walt Disney World Resort.

Again, thank you for your message."



This is the same response I just got too. I wonder if we will be contacted????

ameraumi
04-15-2008, 05:33 PM
Thank you for contacting us.

From time to time, we evaluate our existing pricing structures and make

adjustments. Although we regret your disappointment with the recent
price increase for our stroller and ECV (electronic convenience
vehicle)
rentals, we want to assure you that your remarks have been shared with
the appropriate individuals.

Our guests' impressions are very important to us, and we appreciate the

time you took to share your thoughts. We look forward to future
opportunities to entertain you.

Sincerely,

Executive Offices
Walt Disney World Resort


I thought it was a nice response.

I got the same response yesterday. It would have been nice if it were not a form letter.

arielsleepingbeauty
04-16-2008, 07:51 AM
I hope that they do contact us. I sent another one from another emial address asking that since i am a real person, i would like a real answer. I wonder what will happen.

JeremyGNJ
04-16-2008, 09:14 AM
I hope that they do contact us. I sent another one from another emial address asking that since i am a real person, i would like a real answer. I wonder what will happen.


You guys have to understand how this stuff works. Most of the time companies outsource their feedback email systems to call-centers. Even if they dont they're most likely using an internal call center.

Customer Email Management programs are setup so that the "operators" can easily look at an email, categorize it, escalate if needed (based on the customer's criteria for escalation), and send one of many pre-written responses.

Email systems are not meant for resolving individual issues, only for gathering metrics. There's no one person in a decision making role who reads each email....they just get categorized and reported on.

The chances of you actually getting a personal response are slim. If you persist, you will most likely get an operator who hand writes you an email saying "I assure you that your email has been sent to the appropriate person", because the appropriate person is the one gathering the feedback metrics.

crisi
04-16-2008, 10:11 AM
You guys have to understand how this stuff works. Most of the time companies outsource their feedback email systems to call-centers. Even if they dont they're most likely using an internal call center.

Customer Email Management programs are setup so that the "operators" can easily look at an email, categorize it, escalate if needed (based on the customer's criteria for escalation), and send one of many pre-written responses.

Email systems are not meant for resolving individual issues, only for gathering metrics. There's no one person in a decision making role who reads each email....they just get categorized and reported on.

The chances of you actually getting a personal response are slim. If you persist, you will most likely get an operator who hand writes you an email saying "I assure you that your email has been sent to the appropriate person", because the appropriate person is the one gathering the feedback metrics.

My husband works for a big retailer. I went into the store one day and was so mad about something (what it was would be too identifying and he'd get it trouble - but it was something sort of weird and important for brand image, which no one at the store or on the 800 number really understood) that I demanded to talk to the manager.

"lalalalalalalala" Yeah - he didn't even understand the complaint. But he gave me the 800 number.

"lalalalalalalala" yeah, this is getting logged somewhere and because its so obscure, its not going to get to anyone in a timely manner.

So I called my husband. He listened said "oh my God." Walked over to someone else, told them, they said "oh, my God - you are kidding, right?" - escalated it again and the problem was taken care of.

However, this won't work for strollers, the people who have the power to change the decision made the decision - knowing full well people weren't going to like the price increase, that there would be complaints, and that they'd rent less strollers. And they made it anyway.

(The email ones aren't even looked at by people the first time through for a big company - its run through an AI that just categorizes it - negative, stroller, price - increment count +1. Only the ones that can't be categorized by the AI or contain special keywords even get read by a person - i.e. compliments to CMs probably get pulled and forward to the CMs supervisor)

arielsleepingbeauty
04-16-2008, 11:14 AM
You guys have to understand how this stuff works. Most of the time companies outsource their feedback email systems to call-centers. Even if they dont they're most likely using an internal call center.

Customer Email Management programs are setup so that the "operators" can easily look at an email, categorize it, escalate if needed (based on the customer's criteria for escalation), and send one of many pre-written responses.

Email systems are not meant for resolving individual issues, only for gathering metrics. There's no one person in a decision making role who reads each email....they just get categorized and reported on.

The chances of you actually getting a personal response are slim. If you persist, you will most likely get an operator who hand writes you an email saying "I assure you that your email has been sent to the appropriate person", because the appropriate person is the one gathering the feedback metrics.

oh, I understand this. I didnt actually mean that i was sitting by the phone waiting for a call nor do i expect one. I have worked in customer service so i know that they really don't care. I was just in my "power" mode.

Schmeck
04-16-2008, 03:03 PM
To people who send rude emails - you think the poor people who have to read it are the ones who changed the prices? Thanks for making their day a little bleaker! If I had to read rude emails, I'd try to get that address blocked, and make sure it was black-balled from any discount offerings, that's for sure!

If the prices are too steep, don't rent, it's your choice.

Bethy Lou
04-16-2008, 03:08 PM
Maybe I missed it, but I did not read that anyone sent Disney "rude" emails. People are upset about the rate increase, but I do not consider that to be "rude". Sometimes letting people know that you are not ok with a change will get them to make a change. That is not always the case, but it can happen and it is worth a shot.

DevilDuckie
04-16-2008, 06:50 PM
Maybe I missed it, but I did not read that anyone sent Disney "rude" emails. People are upset about the rate increase, but I do not consider that to be "rude". Sometimes letting people know that you are not ok with a change will get them to make a change. That is not always the case, but it can happen and it is worth a shot.


At least two people said they were "not nice" or "didn't hold back" which has two downsides. The first is that the person who bears the brunt of their nasty little tirades is not the person responsible for the decision and that's just unkind. They are almost certainly keeping a tally of how many complaints they get but that is about it. No need for anyone to get ugly at the hapless customer service clerk.

The other issue is that by ranting over an issue like this they make it easier for the person who just got the nastygram to dismiss them as just a crank. Instead of "this nice lady/loyal customer is unhappy with our new policy" it becomes "some B-witch is mad and she can go jump in a lake for talking to me like that!" When you are mean to someone you lose credibility and dramatically lower their urge to help you, even if they can.


A firm note of displeasure, courteously worded and clearly stating that they are losing your business accomplishes the job much better- and it's nicer.

DisneyPhD
04-16-2008, 06:58 PM
At least two people said they were "not nice" or "didn't hold back" which has two downsides. The first is that the person who bears the brunt of their nasty little tirades is not the person responsible for the decision and that's just unkind. They are almost certainly keeping a tally of how many complaints they get but that is about it. No need for anyone to get ugly at the hapless customer service clerk.

The other issue is that by ranting over an issue like this they make it easier for the person who just got the nastygram to dismiss them as just a crank. Instead of "this nice lady/loyal customer is unhappy with our new policy" it becomes "some B-witch is mad and she can go jump in a lake for talking to me like that!" When you are mean to someone you lose credibility and dramatically lower their urge to help you, even if they can.


A firm note of displeasure, courteously worded and clearly stating that they are losing your business accomplishes the job much better- and it's nicer.

I am one who said I didn't hold back, here is my letter. My idea of not holding back and someone else's might not be the same thing. I hardly think I sent a nasty gram. Just said it like I felt it. I don't really expect an response from them, but I did want to express myself officially and I hope others do too. This kind of crazy price hiking should not be ignored.




I am writing to express my extreme displeasure in the massive jump in stroller rental rates. I can't believe what a jump in rates and how over priced they are now. What really bothers me is charging so much more for the same strollers they have been using for years. If anything those strollers should be paid for and the only way it cost Disney at all is the price of a few cast members to clean and distribute them. How in the world can such a price increase be justified?

This seems like an extremely greedy move and not family friendly at all. I am very disappointed in WDW.

I am a mother of 2 children, I am a DVC member and an AP member. My kids have been to WDW more then twice their age. We spend a lot of money and time at WDW and I can't express enough my disgust at this recent decision. I hope you change it, or at least offer coupons and or discounts. You can rent a car for the same price as a double stroller. That is not right. I will not be using WDW strollers in the future.

JaimeinWonderland
04-16-2008, 07:02 PM
[QUOTE=arielsleepingbeauty;24471966]where did you send your comment to?

I wonder if they had a decrease in rentals if they would decrease their prices?

[\QUOTE]

We were there last week and I only saw like 10% of the strollers as I usually see. I asked a couple of families what they thought of the price increase and they said if they knew they were up to $31 they would have brought a stroller into the park!

Man I'm going to miss those nice strollers! There's no way I'll be shelling out $31 for one! :eek:

arielsleepingbeauty
04-17-2008, 07:58 AM
I sent a not nice e-mail, but i don't think i was rude. I told them that i was extremely unhappy with the increase. Wow, was i wrong to express myself? Why have customer service if they do not want or expect feedback? What was i supposed to say "oh thank you so much for the price increase, I know you make billions of dollars each year but i understand that you need to take yet more money from your valued guests. " Come on now. I wanted them to know how i feel and i have that right to. I certainly don't think that the person reading the e-mails is taking things personally. If they do, then they need to get over it. When i worked in customer service, yeah some people aggravated me, but i didnt take it personally. Really i wouldn't care if some mother e-mailed me and complained about the stroller price increase. It would be different if i were rude to them over the phone, i would feel bad, but I wasn't rude and it's an e-mail. Do you really think they care? They just put in a response and then forward it to someone else or delete it.

As they said in their response they are glad to hear my comments.