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Tink's Tormentor
12-29-2008, 01:09 PM
Let me start this by saying in the past I have been a Universal basher. But since I bought into the Disney Vacation Club, I decided to give Universal another chance. I went to the park last year for a few hours and enjoyed myself. Because of that experience, I bought an annual pass, especially since I was going to be in Orlando every year.

This year, I vacationed in October. I had plans to attend my first ever Halloween Horror Nights, as well as spending 2 days, not one, in Universal. All that changed in only 30 minutes inside the park.

The day started off just fine. We entered the gates with no problems. The plan of attack was to check out the Simpsons ride first. We headed straight to the attraction, only to stop along the way hoping to get pictures with Scooby, Shaggy, and Woody Woodpecker. There was no one on line. The characters were just standing there waiting for people. We approached the characters only to be told, in nasty voices, the characters had to now go in. So, we just walked away, noticing the characters not going anywhere. In fact, they wound up with a few people approaching them and being allowed to take pictures. No biggie, the Simpsons ride awaited..

We get to the attraction, admiring the work that was done to the area. We get online, watching the movie playing in the queue. After a 30 minute wait, we reach the top. The female employee asked us how many. We tell her 4, and she puts a chain up in front of us and disappears for 10-15 minutes. She finally comes back and tells us where to go.

We get to the waiting room and watch the saftey speil. The doors open and we approach the vehicle. Well, something must have been wrong with the ride vehicle because the lap bar wouldn't lock. No matter what we did, it wouldn't lock in place. The girl working there started talking down to us, like we were not too bright. Her tone became even more sarcastic when I told her we weren't dumb, we know how to pull down on a lap bar. We exited the obviously broken vehicle, only to enter another one. We didn't even get a chance to lower our lap bar when we were spoken to like a pack of little kids. I stormed off and went straight to Guest Services.

Tink's Tormentor
12-29-2008, 01:14 PM
The girls in Guest Services were very nice and understanding of my complaint. However, the managers had a lot to be desired. I told them I wanted my annual pass cancelled. Without hesitation, they cancelled the pass. No questions of what could they do to make me reconsider, NOTHING!!! My friend then asked for the money back to Halloween Horror Nghts, and again, without question, they handed him the money back...

The attractions manager came over to hear my complaint, and of course, he had excuses. There is no excuse, no matter what park you are in, to be treated in such a demeaning manner. I wouldn't tolerate this treatment in Disney, SeaWorld, or Six Flags either....

Well, needless to say, I will not be going back to Universal anytime soon. This experience left a bad taste in my mouth.

Please do not take this as Universal bashing. I am just expressing the experience I had in Universal. Maybe I will reconsider in the future, but, for now, there is no way I can enter the park.

Tink's Tormentor
12-29-2008, 01:21 PM
Actually, what I am hoping for is that the people on here can convince me that this was just a random act of unkindness, and that I should give the park another chance on my next visit.

bball2026
12-29-2008, 01:52 PM
Please give universal another chance as those people that you had incounter might had just a bad day and why bring this up now when it happen over 2 months ago?

pixeegrl
12-29-2008, 01:55 PM
I am sorry you had a bad experience! We had a wonderful time, you can read my experience with Guest Services and my Trip Report. We never met a grouchy employee, except the Grinch and well that is expected lol! I do hope you go back again and try it out. I would however do it before Harry Potter, since I am sure the crowd levels then will be horendous! Hopefully the ride manager reprimanded the girl who treated you so badly. She was probably just having a bad day or she was really tired, though that is no excuse but we all have them.

Tink's Tormentor
12-29-2008, 02:02 PM
Please give universal another chance as those people that you had incounter might had just a bad day and why bring this up now when it happen over 2 months ago?

Why ask why I am bringing this up now? No offense, but is it any of your business? But, if you must know, I started a new job in October, when I returned from my trip, and I haven't been around on these forums since I been back.

Tink's Tormentor
12-29-2008, 02:05 PM
I am sorry you had a bad experience! We had a wonderful time, you can read my experience with Guest Services and my Trip Report. We never met a grouchy employee, except the Grinch and well that is expected lol! I do hope you go back again and try it out. I would however do it before Harry Potter, since I am sure the crowd levels then will be horendous! Hopefully the ride manager reprimanded the girl who treated you so badly. She was probably just having a bad day or she was really tired, though that is no excuse but we all have them.

Like I mentioned, the girls in GS were wonderful. As for bad days, we all have them. However, that does not give anyone the right to talk to their customers that way. I work for a brokerage firm. If I spoke to one of our customers like that, I'd be fired and they would close their account and take their business elsewhere. And not for nothing, but the managers at Guest Services should have really tried to keep me as a customer. I don't look for free items, but, it would have been nice to have them make you feel like you are a wanted customer, not like a fungus that won't go away.

Metro West
12-29-2008, 02:16 PM
The girls in Guest Services were very nice and understanding of my complaint. However, the managers had a lot to be desired. I told them I wanted my annual pass cancelled. Without hesitation, they cancelled the pass. No questions of what could they do to make me reconsider, NOTHING!!! My friend then asked for the money back to Halloween Horror Nghts, and again, without question, they handed him the money back...

The attractions manager came over to hear my complaint, and of course, he had excuses. There is no excuse, no matter what park you are in, to be treated in such a demeaning manner. I wouldn't tolerate this treatment in Disney, SeaWorld, or Six Flags either....

Well, needless to say, I will not be going back to Universal anytime soon. This experience left a bad taste in my mouth. Sorry you had that experience at The Simpsons but frankly...I think you overreacted by cancelling the AP. I mean...I'd be damned if I would cancel over some TM at an attraction who was apparently having some issues. Sometimes it's best not to argue with someone when they want their $$$ back...you just give them what they want. Now it kinda sounds like maybe you didn't really want to cancel...I don't know. I often wonder when this type of thing leads to the cancelling of an AP at Universal, if the poster had the same thing happen at Disney would they cancel their AP as Disney as well?

I don't think anyone can convince you to come back to Universal and if you cancelled the AP on the basis some TM "talked down to you" on a SINGLE attraction out of all the others there, you probably shouldn't go back. Did you use your AP for IOA at all? Any problems or issues there? That just seems a bit extreme to me...but that's me.

Sorry...I'm not going to try to convince anyone to go to Universal...either you will or you won't. But again...I think you overreacted to the whole thing.

Todd&Copper
12-29-2008, 02:30 PM
Geez Louise, you already got your $ back and had you APs cancelled, so just don't go back. I don't really get the point you are trying to make.
It just sounds like more anti-Universal propoganda by someone who was on the fence about the park anyway. If that is not what you are trying to convey, then sorry but that is how I think you come across.
I've had experiences with Disney CM's who acted like it was their time of the month and I've spoken with Guest Services but I am not going to let one or two dipwads spoil everything for me.

Tink's Tormentor
12-29-2008, 02:32 PM
Sorry you had that experience at The Simpsons but frankly...I think you overreacted by cancelling the AP. I mean...I'd be damned if I would cancel over some TM at an attraction who was apparently having some issues. Sometimes it's best not to argue with someone when they want their $$$ back...you just give them what they want. Now it kinda sounds like maybe you didn't really want to cancel...I don't know. I often wonder when this type of thing leads to the cancelling of an AP at Universal, if the poster had the same thing happen at Disney would they cancel their AP as Disney as well?

I don't think anyone can convince you to come back to Universal and if you cancelled the AP on the basis some TM "talked down to you" on a SINGLE attraction out of all the others there, you probably shouldn't go back. Did you use your AP for IOA at all? Any problems or issues there? That just seems a bit extreme to me...but that's me.

Sorry...I'm not going to try to convince anyone to go to Universal...either you will or you won't. But again...I think you overreacted to the whole thing.


Well, I didn't get any money back, they refused to refund any payments I made on the flex plan, which is fine. I understand why they couldn't. I didn't ask for the money back on the AP at the park. I did ask once I returned home, was calm and cooled down. I was told since it was a contract I entered into, they couldn't refund. I didn't argue, just simply asked. Took a shot knowing it wouldn't have worked anyway. Actually, I was offered 2 free tickets by the manager I spoke with on the phone. I told him he could leave the note on my name, and if I decide to give the park a chance next year, I would be more than happy to take them up on their offer for the free tickets.

I also don't think I over reacted. This wasn't the first time I was treated this way there. Also, I didn't go into complete detail, just a brief explaination of what happened. I do not regret cancelling my AP, I really don't. And sadly, I didn't get to IOA that day because of what happened.

Truth be told, it wasn't a single person at a single attraction. It started at Margaritaville, carried on to the handlers for Woody Woodpecker, Shaggy, and Scooby Doo, and ended with the attitude at Simpsons. I don't think it is a coincidence that I ran into 5 or 6 employees just so happening to be having bad days all at the same time.

Please understand something, I do not hate Universal like I used to say I did. Last year, I had a decent time with no issues. I have had issues in the past though, with the employees, or TMs. This incident pushed it over the top for me. And with Harry Potter and the coaster going up, the park seemed to be on the upswing. Again, another reason I wanted to give the park a true, honest for goodness chance.

teresared
12-29-2008, 02:34 PM
My husband and I both work in the entertainment / hospitality industry and have for 15 years. Most of the time it's best to give the guest what they are asking for. In your case it was your AP cancelled. They gave it to you. If you were hoping for more due to one minor bad experience then you should have said so then. Why would a company try to keep a guest that obviously doesn't want to stay? In my experience a person as upset as you seemed to be can't be saved. As for trying to convince you to try Universal again, why would I? You cancelled you AP. You would have to reinvest in a company you shoved to the side. A person in my industry that comes back for another try is almost always looking for the bad so they can feel justified with their initial complaint. I don't want you spending your hard earned money on a product that will seem flawed to you no matter how hard they try. But, if you decided to try Universal again, wait a while, this bad experience is still haunting you 2 months later. Time and distance seem best.:)

Tink's Tormentor
12-29-2008, 02:41 PM
Geez Louise, you already got your $ back and had you APs cancelled, so just don't go back. I don't really get the point you are trying to make.
It just sounds like more anti-Universal propoganda by someone who was on the fence about the park anyway. If that is not what you are trying to convey, then sorry but that is how I think you come across.
I've had experiences with Disney CM's who acted like it was their time of the month and I've spoken with Guest Services but I am not going to let one or two dipwads spoil everything for me.

I didn't get my money back. They just cancelled my AP. They weren't going to give my friend his money back on our Halloween Horror Nights tickets either, but, they eventually did. I wasn't looking for money back, I just wanted to lodge a complaint. I also only cancelled my AP once I got the attitude from Guest Service manager.

This really is not anti-Universal propoganda. I already told you I was giving the park a chance. And I did go in with a complete open mind, ready to have fun at IOA and US.

Tink's Tormentor
12-29-2008, 02:48 PM
My husband and I both work in the entertainment / hospitality industry and have for 15 years. Most of the time it's best to give the guest what they are asking for. In your case it was your AP cancelled. They gave it to you. If you were hoping for more due to one minor bad experience then you should have said so then. Why would a company try to keep a guest that obviously doesn't want to stay? In my experience a person as upset as you seemed to be can't be saved. As for trying to convince you to try Universal again, why would I? You cancelled you AP. You would have to reinvest in a company you shoved to the side. A person in my industry that comes back for another try is almost always looking for the bad so they can feel justified with their initial complaint. I don't want you spending your hard earned money on a product that will seem flawed to you no matter how hard they try. But, if you decided to try Universal again, wait a while, this bad experience is still haunting you 2 months later. Time and distance seem best.:)

I wouldn't buy an annual pass again, at least not right away.

I wasn't on the fence. I was going into the park excited to see the new Simpsons ride, excited to get on the Spider-Man ride, and totally looking forward to my first Halloween Horror Nights. I wasn't going to let anything stop that, until I was treated the way I was treated.

Now, I have been to other parks, and yes, I have run into some nasty employees before. However, this was way above and beyond being nasty.

taliategan
12-29-2008, 02:55 PM
:confused3 - I guess I am missing something. I would never let a "bad" employee ruin my day at the park. Report it to guest services & enjoy the rest of the day.

Tink's Tormentor
12-29-2008, 03:01 PM
:confused3 - I guess I am missing something. I would never let a "bad" employee ruin my day at the park. Report it to guest services & enjoy the rest of the day.


It wasn't one employee with an attitude I encounted that day... I encountered 5 or 6.... I ignored the attitudes on the first few, but the last one was the final straw...

pixeegrl
12-29-2008, 03:40 PM
It doesn't sound like you want any convincing to go back as PP have said.

donaldduck352
12-29-2008, 04:28 PM
I'm sorry too hear about your expierance..

Me or no one else can convince you to go back,you make that desicion yourself..

I just find it funny that out of all the times we have been(since 92) we have yet too have a bad expierance or anything too ruin our day..We find more guest to be the problem.And over the years we have seen some bad guest!! But as far as TM's never..

Maybe its just me and I overlook stupidity and go too have a great time.Which we do everytime..

The only time we had a bad exprience was at Latin Quarter and managment dealt with that quikly!!

On a side note see you at the opening of Harry Potter!!:lmao:

rpbert1
12-29-2008, 04:30 PM
I would definetly not cancel my AP, especially if i was not getting a refund.
I would have asked to talk to someone about the problem, and if i got nowhere with them i would have asked for their boss.
I have been visiting US for the last 4 year visits, went to Disney the first but decided i preferred Universal, not that there was anything wrong with Disney. I have spent 3 weeks at Universal the last 2 vacations, and have never had anything only good experiences with TMs, but i suppose it would only take 1 to ruin all that.

AlexandNessa
12-29-2008, 04:36 PM
I am of the same mindset. If you need to be convinced to go, you really don't want to go back at all.

If I convinced you to go, and you had a similar experience, would you hold me at fault for your bad time?

I don't take that chance.

I don't convince anyone to go unless it's my treat. And I don't feel like treating today. ;)

Can say though that I've never had the same experiences you encountered.

macraven
12-29-2008, 05:40 PM
Let me start this by saying in the past I have been a Universal basher.

This year, I vacationed in October. I had plans to attend my first ever Halloween Horror Nights, as well as spending 2 days, not one, in Universal.

All that changed in only 30 minutes inside the park.





i read through all your posts and it sounds like you still are. :confused3
in your first post, what you wanted to be a fun day at the park, changed in the first 30 minutes once inside the park.

if you were not pleased from the beginning of that day, i can see how you felt everything escalated to a great negativity for you.

later in your other posts, it sounds like you just want to vent about whatever went south for you on that day.

you were fortunate that you received the refunds on the HHN tickets.
they are non refundable and it was very generous to have guest services honor your request for the refund.


Actually, what I am hoping for is that the people on here can convince me that this was just a random act of unkindness, and that I should give the park another chance on my next visit.

that is a personal choice of should you try universal again.
from what you have written, i would not want to be responsible for you having another off day at their parks if i told you to try it again.

i would never encourage a poster to give the parks another chance when their last visit went bad within the first 30 minutes in the park.

i'm never offended when someone says they can't stand universal.
and i am never offended when someone says they can't stand disney.
you can't make anyone love the same things that you do.



Why ask why I am bringing this up now? No offense, but is it any of your business? But, if you must know, I started a new job in October, when I returned from my trip, and I haven't been around on these forums since I been back.

the poster asked you a simple question.
when you answered aggressively like that, people are going to back off from posting their thoughts in this thread.
if you want posters here to help you make a decision for a future visit to universal, and you don't appreciate the way they have phrased a question to you, just ignore them. or ask them in a less confrontational way, why the reason they need to know it. sometimes if you use a smilie, very few people take what is said harshly.

the only time i have seen you on the universal forums was when you came and asked about hhn for your oct 17th visit. the other time was when you posted about the set up on the parks for the hard ticket events.

i know you wanted to be informed about that past visit and others tried to answer you and help you with it.

It wasn't one employee with an attitude I encounted that day... I encountered 5 or 6.... I ignored the attitudes on the first few, but the last one was the final straw...

since you started your post that you were a universal basher, maybe you went to the parks more on guard and expecting things to be based on what other UO bashers say about the UO parks.
i don't know.

I do know many newbies and UO bashers/former and present, will be delighted to visit universal when parry hotter comes to town. from what i have read on the motherland side of the dis, many are looking forward to it.

perhaps if you have the love for parry hotter, that might be a turning point where you will look forward to go to universal again.
it is a decision only you can make if universal is in your future for another try.


i do the motherland and darkside every year. i could not go to orlando and not do both parks.

i have had horrible experiences at disney, but i go back each year. i do disney before my universal portion of my annual vacations.

i have been talked down to by disney employees there which i have not appreciated.

it happens there also but i don't post about it.
not everyone's experience is the same.

last year at disney i was injured on a ride.
the haunted mansion bench seat was not attached to the base.
i had to endure the entire ride halfway on the floor of the doom buggy with the bench halfway in the air.
the ride wasn't stopped until the doom buggy came back to the unloading area.
apparently the cm's were not watching the cameras to see what happened.

the ride stopped and it took a couple of other guests to get the bench seat off of my back/head. the cm did nothing. he did ask if i was standing up on the ride........i ignored that comment thinking, what a ridiculous thing to ask me.
it wasn't until a supervisor was called (5 minute wait) that medical help was called.
i could go on about how the cm at that ride talked down to me, did not follow procedures, etc. Other cm's came and made unnecessary comments also. so i encountered 3 cm's that failed to meet the disney standard.
guest services weren't much better. they always have this fear that a lawyer will be involved when there is an injury...
bottom line, it was a real bummer of a day. i assumed more kindness would have been extended to me but it wasn't.

after spending 2 hours at the first aid office and back again 5 hours later, i started anew the next day at the parks.

being someplace that i chose to take my vacation, was not going to change due to inept employees at a park.
i go solo on my trips, no matter what happens in orlando, i still do the parks. that goes for disney and universal.

you are a grown man.
only you can decide if you return to universal.



There are many CM's at disney that work as TM's at Universal and vice versa.

inkkognito
12-29-2008, 06:23 PM
You must be a masochist. Otherwise, why come here and ask people to convince you to do something again that obviously caused you so much trauma last time?

You asked for your AP to be cancelled. They did it. Move on with life. Do it as a personal favor to me because encountering people determined to be miserable brings down my Universal experience. It will be nice to know there's one less there.

Harsh, maybe, but true.

donaldduck352
12-29-2008, 06:29 PM
You must be a masochist. Otherwise, why come here and ask people to convince you to do something again that obviously caused you so much trauma last time?

You asked for your AP to be cancelled. They did it. Move on with life. Do it as a personal favor to me because encountering people determined to be miserable brings down my Universal experience. It will be nice to know there's one less there.

Harsh, maybe, but true.

Hate too be this way, but
http://bestsmileys.com/clapping/4.gif

Cdn Friends of Pooh
12-29-2008, 06:35 PM
I'm sorry to hear you had a bad experience at US that day. Unfortunately I do have to agree with the others that you seemed to have overreacted to the whole situation.

We all have bad days and taking that out on guests doesn't make it right, however it happens. I myself have encountered CMs and TMs with poor attitudes at both parks, but the difference is I chose not to let it ruin my trip and realize that they are human just like everyone else.

Most of us believe our attitudes are caused directly by outside influences like unpleasant experiences or negative people. While those experiences/people may trigger our feelings, we choose how we are going to react.

damo
12-29-2008, 06:50 PM
I am wondering why you encountered so many people with a negative attitude so quickly. Was there any chance that you or your friend was displaying a negative attitude first?

donaldduck352
12-29-2008, 07:15 PM
I am wondering why you encountered so many people with a negative attitude so quickly. Was there any chance that you or your friend was displaying a negative attitude first?

Very valid question that will bring some light to the situation!!

Tink's Tormentor
12-29-2008, 07:19 PM
I am wondering why you encountered so many people with a negative attitude so quickly. Was there any chance that you or your friend was displaying a negative attitude first?

To be honest, the four of us went in with high spirits... And I swear I did not go in with a negative feeling... As I said, I spent a day there last year and had a great time... That prompted me to buy the annual pass... And I felt like things were really looking up for the park... I started feeling very good about the place...

For those who say I over reacted, I wasn't the only one then... Because, after I was done filing my complaint, another group of people came in and complained about the same TM, saying basically the same thing I said, except one of the people mentioned how the TM made fun of her size... They asked for a refund on the tickets.. I don't know the final result because I left before they were finished, but, it obviously was not me or my friends that day.... Ohh, and the girl at Guest Services told us that she had a few complaints about the same girl over at Simpsons.. So, how many of us over reacted????

Tink's Tormentor
12-29-2008, 07:40 PM
I mentioned how this started with Margaritaville right? Well, here is the story with that:

I called the restaurant to see if they made any kind of advanced dining, like Disney.. The girl I spoke to told me no, that all I had to do was come in on the day I wanted to dine there and I'd be seated... My other friend, who lives in Orlando, after buying the HHN tickets then called the restaurant and was told the same thing.. So, we figured OK we'll stop there as soon as we get to Universal..

I walked into the restaurant and asked to put my name down for a 4:30-5:00 dining time.. The girl at the front asked me if I made advanced dining.. I told her no, that I was told there was no advanced dining.. She told me that I was misinformed and that there was no way she could put me down... I was disappointed but asked her if there was anything she could do since I was misinformed, and, technically, it was their fault for giving wrong information out.. She said no, and then turned her back on me which is rude... I didn't get nasty with her, I just asked for her manager, which she refused to acknowledge....

Another employee approached and asked if ther was anything she could do.. I explained the situation, and she apologized... She told me that we were infact told the wrong information, BUT, she was going to do her best to help us out... She took my name down and told us to come back around 4:00 because, since we didn't have advanced dining, we'd have to wait... I thanked her for her help, she shook my hand, and off I went, ignoring the rudeness of the first person I came in contact with...

Now, we entered the park and started heading over toward the Simpsons.. on the way, Shaggy, Scooby Doo and Woody Woodpecker were out.. We saw they had no one waiting on line so we decided to see if we could het our pictures taken with them.. As we approached Scooby and Shaggy, the handler told us, in a nasty manner mind you, that they had to go in cause their time out was up... Ok, so we moved across the street to Woody.. And we were told the same thing.. Mind you, Shaggy and Scooby had gone no where...

We shrugged it off and kept walking.. I turned around, and saw 3 ADULTS approach Shaggy and Scooby and THEY WERE ABLE TO GET THEIR PICTURE TAKEN!!! Same thing with Woody... Now, I was wondering why this happened since we were told no more pictures.... I was annoyed, YES, but again, I let it go and kept moving...

Again, at the Simpsons ride, I was loving the area... I was taking pictures galore... On line I was dying laughing at the video playing.. One of my friends and I were totally loving everything up to the part where the lap bar wouldn't lock...

The TM had us stand up and sit down 5 times, all the while talking down to us like we were mentally challenged or something... Her tone of voice really got to me... But, as frustrated as I was, I ignored it the best I could... Now, she never did make fun of my firend's size, but, she did comment on how big the other people were that were behind us...

What pushed me over the edge was the attitude of the other TM, who, just like the other girl, talked down to us like we were dumb... And this was before we even had a chance to try the lap bar out... That was it... I got off the ride, and walked over to Guest Services....

The girls there were great... They listened as I stated my complaint... Matters got worse though when their manager came out... She acted like we had no right to complain about they nastiness of their employees... As much as the girl helping me out was wonderful, her manager was crummy... It was at that point that I decided to close my AP.. I figured the attitude was WE DON'T WANT YOU HERE... And I only closed it because I was on the flex pay plan.. Why let them charge me when I decided not to go back???

I never once asked for a hand out from Universal... I simply asked to lodge my complaint, and then, unfortuantely, asked to close the AP... My friend mentioned we had the HHN tickets and we were seriously considering not attending.. The manager then refunded the tickets... Again, this made me feel like WE DON'T NEED ANY BUSINESS....

I called Guest Services upon returning from my vacation.. Only then did I ask if they could refund the money I already paid... They said no, and then I asked for a manager... I had a pleasant conversation with the manager, and we both understood each other's positions... I understood why they couldn't refund the money, and that no longer was an issue... He did apologize for the experience I had, and he offered me two free tickets to make up for the way GUEST SERVICES treated us... I told him I appreciated the gesture, but I didn't want to take the tickets now... He said OK, and then he hoped I would change my mind and give them another chance...

Tink's Tormentor
12-29-2008, 07:45 PM
My main reason for this post was to vent a little, but, also to see what other people thought of the situation... I wanted to see if others experienced anything like this, or basically, been treated rudely by the employees on a consistent basis during the course of the same day... And I also wanted to see if this was something that was common with Guest Services there... I know TMs and CMs can have bad days, still no excuse for treating people rudely...

I did not intend for this thread to sound like a Universal bashing job... it wasn't... Apologizes if it did....

donaldduck352
12-29-2008, 07:51 PM
To be honest, the four of us went in with high spirits... And I swear I did not go in with a negative feeling... As I said, I spent a day there last year and had a great time... That prompted me to buy the annual pass... And I felt like things were really looking up for the park... I started feeling very good about the place...

For those who say I over reacted, I wasn't the only one then... Because, after I was done filing my complaint, another group of people came in and complained about the same TM, saying basically the same thing I said, except one of the people mentioned how the TM made fun of her size... They asked for a refund on the tickets.. I don't know the final result because I left before they were finished, but, it obviously was not me or my friends that day....

Let me tell you a story about a family that went too Universal at HHN18! We sat at the stay and scream area till they relaesed us to hit the houses before the crowds hit the park..
We did 5 houses off the bat,but the following 3 were 45-60 minutes long.
So thinking I can buy Express passes at that time of night a TM escorted me too guest service,,

Needless too say we walked half the park to show me were guest service was inside the park(way out of her way)with the wright tude we got 10 free passes to go on anything we wanted..This too me is above and beyond..

Tink if you want you and your family too have a good time let me know when you go!!Universal is more then A theme park,its A paridise too us..

If you yell and scream-well you get what you give..And they gave you what you wanted,a refund..:sad1:

Tink's Tormentor
12-29-2008, 07:53 PM
I'm sorry too hear about your expierance..

Me or no one else can convince you to go back,you make that desicion yourself..

I just find it funny that out of all the times we have been(since 92) we have yet too have a bad expierance or anything too ruin our day..We find more guest to be the problem.And over the years we have seen some bad guest!! But as far as TM's never..

Maybe its just me and I overlook stupidity and go too have a great time.Which we do everytime..

The only time we had a bad exprience was at Latin Quarter and managment dealt with that quikly!!

On a side note see you at the opening of Harry Potter!!:lmao:

I first went to Universal in 1998 I think.. Either 1998 or 1999.. I then went again in 2000 and loved it... I didn't go for 2 years, so 2002 was my next trip there.. And that is when I started encountering nastiness and rudeness... I didn't think anything of it, especially since I had nasty CMs at Disney too...

In 2003 and 2004, more of the same... I decided to stay away at that point since I was no longer having fun.... In 2007, after buying into the DVC, i decided to give Universal another chance since I was going to be there even more often.... I had a blast... Rode Mummy, thought it was pretty cool.. And rode Spider-Man, God knows how many times... After that experience is when I decided to buy the AP....

My experience this time made me feal like the rudeness was commonplace...

I hope that isn't the case.... I hope, if I decide to give it another shot, in maybe a year or two, that things aren't what they appeared to be..

And who knows, maybe you will see me at Happy Potter's opening.. :)

Tink's Tormentor
12-29-2008, 08:00 PM
Let me tell you a story about a family that went too Universal at HHN18! We sat at the stay and scream area till they relaesed us to hit the houses before the crowds hit the park..
We did 5 houses off the bat,but the following 3 were 45-60 minutes long.
So thinking I can buy Express passes at that time of night a TM escorted me too guest service,,

Needless too say we walked half the park to show me were guest service was inside the park(way out of her way)with the wright tude we got 10 free passes to go on anything we wanted..This too me is above and beyond..

Tink if you want you and your family too have a good time let me know when you go!!Universal is more then A theme park,its A paridise too us..

If you yell and scream-well you get what you give..And they gave you what you wanted,a refund..:sad1:

Ok, I didn't rant and scream in Guest Services... I asked to lodge my complaint... My friend didn't rant and scream either... As I was filing my complaint, I was actually laughing and joking with the girls working the front desk... In fact, we all were... I have no issues with how she handled the complaint... The manager, on the other hand, came out and was nasty right off the bat... Like we have no rights to complain about someone who obviously had issues with other people that day since we weren't the first or last to complain about her...

And I was extremely excited about doing HHN for the very first time...

And if I decide to go again, I may just take you up on that offer...

donaldduck352
12-29-2008, 08:26 PM
Ok, I didn't rant and scream in Guest Services... I asked to lodge my complaint... My friend didn't rant and scream either... As I was filing my complaint, I was actually laughing and joking with the girls working the front desk... In fact, we all were... I have no issues with how she handled the complaint... The manager, on the other hand, came out and was nasty right off the bat... Like we have no rights to complain about someone who obviously had issues with other people that day since we weren't the first or last to complain about her...

And I was extremely excited about doing HHN for the very first time...

And if I decide to go again, I may just take you up on that offer...

Well come your next vaccation let me know.I'll be more then happy and I'm sure there is others..HHN is A not miss!!Please dont let this get too you,cause Universal is A great place dont let one (or a few in one day)get too you..I as others seen this not just at USO..I got A mouth too get things done,management dont scare me-they got too answer to someone else also!!:thumbsup2

macraven
12-29-2008, 08:36 PM
I mentioned how this started with Margaritaville right? Well, here is the story with that:

I called the restaurant to see if they made any kind of advanced dining, like Disney.. The girl I spoke to told me no, that all I had to do was come in on the day I wanted to dine there and I'd be seated... My other friend, who lives in Orlando, after buying the HHN tickets then called the restaurant and was told the same thing.. So, we figured OK we'll stop there as soon as we get to Universal..

I walked into the restaurant and asked to put my name down for a 4:30-5:00 dining time.. The girl at the front asked me if I made advanced dining.. I told her no, that I was told there was no advanced dining.. She told me that I was misinformed and that there was no way she could put me down... I was disappointed but asked her if there was anything she could do since I was misinformed, and, technically, it was their fault for giving wrong information out.. She said no, and then turned her back on me which is rude... I didn't get nasty with her, I just asked for her manager, which she refused to acknowledge....




i looked back to the first post on this thread.
this is the first you have mentioned margaritaville. i haven't seen it mentioned anywhere else.
but then, i did not have my glasses on when i glanced through just now...:rolleyes1

a lot of people get that crap at that place.
you can have prior ressies, no, you can't have prior ressies, you can call make them over the phone, no you have to get the ressies made at the reservation stand in city walk......etc.....

the best way to get advanced reservations for city walk places is at the booth in city walk. it is a large booth stand and states reservations made there.

priority seating is valid for hotel guests at most of the places in city walk.
even then, that can become a discussion on a thread......:rolleyes1

what can i tell you?
things like that can happen anywhere.
it is not nice and it is upsetting, but it still can happen. only you can decide how to handle a stressful situation.

you find this happens at disney also.
last year, i had 10 days of adr's set up at the 180 day time period.
none of them were in the system when i went to the resturants.

the only thing that saved me was the confirmation numbers i had with me.

it does change the mood of things when you have to be firm to straighten things out in those cases. it can ruin the appetite also.
been there and done that.
it's not a good way to start a meal.

in your case, not a good way to start a fun packed day at the park.
kind of sours your mood when there is frustration of getting wrong information for making dinner plans.

you vented about the park employees.
you expected an argument when you went to guest services.
instead, they listened to you and at the end of it all, you were refunded the hhn tickets.
you wanted to leave and they bent the rules and refunded your hard ticket costs. They had no argument with you over that.

then much later, you call and talk to another person in GS and are offered 2 free admission tickets.

now it is strictly up to you to decide if you want to try Universal again in the future.
from your last post, it seems you are calm now and will be able to make a clearer decision. sometimes when a poster vents and others give their opinions, it helps lessen the frustrations.


you said you wanted to know if things like you went through have happened to any of us.

majority of us said it hasn't. i have been going to universal since the year after it opened. i love the place. i love HHN.....totally and completely addicted to it.

some love the motherland
some love the darkside
some love both....

like i mentioned before, many of the TM's are also CM's
there are many fine employees in the parks.
there is always a chance of having an encounter with an employee that misses the mark in your eyes, but that could happen at any established place of business.


Now, if you want to hear about venting, come back when parry hotter opens. :laughing:
i am a regular homie at universal and on many of the threads in the UO forums.
i am in the minority of the parry hotter fans who are living for the day til it opens......

and i always call it parry hotter since i am not the least bit interested in him, the books or the movies.........

i think the loss of the enchanted oak was the last straw for me for this make way of the new section that will be put in.



don't worry, i'll start a new thread when parry comes to town.
the bashing of Mac can begin on a new thread......:laughing:

BuckeyeGuy28
12-29-2008, 09:24 PM
Please stop worrying about it! Universal is a THEME PARK. There's no 'give it another chance'. You don't have an annual pass, so what?? There are rides and shows all over Orlando. I just don't understand what you want to accomplish by posting this...

donaldduck352
12-29-2008, 09:38 PM
i looked back to the first post on this thread.
this is the first you have mentioned margaritaville. i haven't seen it mentioned anywhere else.
but then, i did not have my glasses on when i glanced through just now...:rolleyes1

a lot of people get that crap at that place.
you can have prior ressies, no, you can't have prior ressies, you can call make them over the phone, no you have to get the ressies made at the reservation stand in city walk......etc.....

the best way to get advanced reservations for city walk places is at the booth in city walk. it is a large booth stand and states reservations made there.

priority seating is valid for hotel guests at most of the places in city walk.
even then, that can become a discussion on a thread......:rolleyes1

what can i tell you?
things like that can happen anywhere.
it is not nice and it is upsetting, but it still can happen. only you can decide how to handle a stressful situation.

you find this happens at disney also.
last year, i had 10 days of adr's set up at the 180 day time period.
none of them were in the system when i went to the resturants.

the only thing that saved me was the confirmation numbers i had with me.

it does change the mood of things when you have to be firm to straighten things out in those cases. it can ruin the appetite also.
been there and done that.
it's not a good way to start a meal.

in your case, not a good way to start a fun packed day at the park.
kind of sours your mood when there is frustration of getting wrong information for making dinner plans.

you vented about the park employees.
you expected an argument when you went to guest services.
instead, they listened to you and at the end of it all, you were refunded the hhn tickets.
you wanted to leave and they bent the rules and refunded your hard ticket costs. They had no argument with you over that.

then much later, you call and talk to another person in GS and are offered 2 free admission tickets.

now it is strictly up to you to decide if you want to try Universal again in the future.
from your last post, it seems you are calm now and will be able to make a clearer decision. sometimes when a poster vents and others give their opinions, it helps lessen the frustrations.


you said you wanted to know if things like you went through have happened to any of us.

majority of us said it hasn't. i have been going to universal since the year after it opened. i love the place. i love HHN.....totally and completely addicted to it.

some love the motherland
some love the darkside
some love both....

like i mentioned before, many of the TM's are also CM's
there are many fine employees in the parks.
there is always a chance of having an encounter with an employee that misses the mark in your eyes, but that could happen at any established place of business.


Now, if you want to hear about venting, come back when parry hotter opens. :laughing:
i am a regular homie at universal and on many of the threads in the UO forums.
i am in the minority of the parry hotter fans who are living for the day til it opens......

and i always call it parry hotter since i am not the least bit interested in him, the books or the movies.........

i think the loss of the enchanted oak was the last straw for me for this make way of the new section that will be put in.



don't worry, i'll start a new thread when parry comes to town.
the bashing of Mac can begin on a new thread......:laughing:






Donn't worry mac,we got the razor and vaseline too keep the bruises down youre going too sh** fire and crap lighntnig(ROCKY STYLE):lmao:

damo
12-29-2008, 09:57 PM
My main reason for this post was to vent a little, but, also to see what other people thought of the situation... I wanted to see if others experienced anything like this, or basically, been treated rudely by the employees on a consistent basis during the course of the same day... And I also wanted to see if this was something that was common with Guest Services there... I know TMs and CMs can have bad days, still no excuse for treating people rudely...

I did not intend for this thread to sound like a Universal bashing job... it wasn't... Apologizes if it did....

You say that four of you went but two of you complained. What did the other two think? It is pretty hard for those of us here to judge the situation since we can't judge your behavior which might actually be causing these situations. Generally, very few people have complaints like yours and the fact that you had so many in such a short period of time really makes me wonder if there might be something more to it than what you are seeing. If I was you, I would ask my friends and then go with their decision since they were there and can give you a more reasonable opinion.

Tink's Tormentor
12-29-2008, 10:01 PM
Well come your next vaccation let me know.I'll be more then happy and I'm sure there is others..HHN is A not miss!!Please dont let this get too you,cause Universal is A great place dont let one (or a few in one day)get too you..I as others seen this not just at USO..I got A mouth too get things done,management dont scare me-they got too answer to someone else also!!:thumbsup2

Awesome... you have a deal...

Tink's Tormentor
12-29-2008, 10:03 PM
You say that four of you went but two of you complained. What did the other two think? It is pretty hard for those of us here to judge the situation since we can't judge your behavior which might actually be causing these situations. Generally, very few people have complaints like yours and the fact that you had so many in such a short period of time really makes me wonder if there might be something more to it than what you are seeing. If I was you, I would ask my friends and then go with their decision since they were there and can give you a more reasonable opinion.

My friends all felt the same way... We all spoke up... I lodged the official complaint however...

donaldduck352
12-29-2008, 10:16 PM
Tink,we got a deal..I will show you the mummy dust!!:thumbsup2
When you go I'll show you the things that makes Universal special too us I promise!!!:thumbsup2 :thumbsup2

Tink's Tormentor
12-29-2008, 10:20 PM
Tink,we got a deal..I will show you the mummy dust!!:thumbsup2
When you go I'll show you the things that makes Universal special too us I promise!!!:thumbsup2 :thumbsup2

I don't doubt ya..

Wait, is Mummy dust like Pixie dust??? No wonder attitude runs rampant lol.. JOKING PEOPLE!!!!

macraven
12-29-2008, 10:28 PM
I don't doubt ya..

Wait, is Mummy dust like Pixie dust??? No wonder attitude runs rampant lol.. JOKING PEOPLE!!!!

mummy dust is mummy dust.

all red headed step children of the dis know that.......:hippie:

Tink's Tormentor
12-29-2008, 10:31 PM
mummy dust is mummy dust.

all red headed step children of the dis know that.......:hippie:


Ohh, well I am not a red head.. .. :confused3


:happytv:

macraven
12-29-2008, 10:37 PM
Ohh, well I am not a red head.. .. :confused3


:happytv:



............yet..................:goodvibes

Tink's Tormentor
12-29-2008, 10:39 PM
............yet..................:goodvibes


Ever... Blue, maybe... not red..

This will be me one day: :scared1:

ksdave
12-29-2008, 11:08 PM
Just.....wow. I've had a few bad experiences at WDW, but still made 18 trips there. I've had a few bad experiences at UO, but still made 9 trips there, and I'm going back in a few weeks. I also have bad experiences at work, the doctor's office, the grocery store, etc. And I still go back there too. You really need to loosen up a bit, all that anger will eat you up. AND THIS IS FROM A FORMER NEW YORKER WHO USED TO DRIVE ACROSS THE GWB ALL THE TIME!!:rotfl:

Tink's Tormentor
12-29-2008, 11:11 PM
Just.....wow. I've had a few bad experiences at WDW, but still made 18 trips there. I've had a few bad experiences at UO, but still made 9 trips there, and I'm going back in a few weeks. I also have bad experiences at work, the doctor's office, the grocery store, etc. And I still go back there too. You really need to loosen up a bit, all that anger will eat you up. AND THIS IS FROM A FORMER NEW YORKER WHO USED TO DRIVE ACROSS THE GWB ALL THE TIME!!:rotfl:


I'm loose man, I'm loose... and the GWB is horrible to drive across.. lol...

GuestServicesMonkey
12-30-2008, 03:12 AM
You state the lady in guest services you original complained to was wonderful, yet the manager came out?

Managers don't typically come out to speak with guests about issues unless you ask for one. You make it sound like they just appeared and butted in on the matter.

You state you later called and complained about the Guest Services lead being rude, but provide no details, and were offered two complimentary tickets... after guest services gave you what you asked for.

Methinks something is rotten in the State of Denmark.

Seriously does not add up and does not compute.

Sounds like a good plan if you don't go back again. Some guests are not worth the effort or trouble to retain and you, frankly, seem like the type as a self-professed UO basher.

Tink's Tormentor
12-30-2008, 07:43 AM
You state the lady in guest services you original complained to was wonderful, yet the manager came out?

Managers don't typically come out to speak with guests about issues unless you ask for one. You make it sound like they just appeared and butted in on the matter.

You state you later called and complained about the Guest Services lead being rude, but provide no details, and were offered two complimentary tickets... after guest services gave you what you asked for.

Methinks something is rotten in the State of Denmark.

Seriously does not add up and does not compute.

Sounds like a good plan if you don't go back again. Some guests are not worth the effort or trouble to retain and you, frankly, seem like the type as a self-professed UO basher.

The manager came out after the girl who was assisting me suggested we report the incident to the Simpsons attraction manager. I never requested to speak to the girl's manager. She handled everything professionally. In fact, I even complimented her to her manager. However, I am not sure if she came out because of that or for another reason. But, I guess several complaints in one day about a particular employee at a particular attraction must have set off some sort of red flag to them, and well, any GOOD manager would want to get involved. In fact, one of the girls at the front desk even passed a comment that this particular employee was going to be in some trouble since there have been several complaints about her already, prior to my complaint.

Disneyhappy
12-30-2008, 08:17 AM
I am also a DVC member and we frequent both US and WDW several times a year. I have had bad customer service experiences at both Resorts. Frankly, it is my opinion that US customer service has been better in addressing any complaints I have had than WDW. I agree with other posters - if you were that upset that you left the park before going on any attraction and requesting the cancellation of your AP, I would not return to US. I would not attempt to return to any place that got me that frustrated in my first 30 minutes. But I probably have a higher frustration tolerance and we just try to make the best out of situations and move on, I guess. Having family and friends injured and killed in the military puts things into perspective for us. Whenever we start to get bogged down by the little things, we remind ourselves how lucky we really are. Please, I do not mean this as a lecture because I understand that not everyone has that same perspective. You should stick with WDW and enjoy your DVC. We love ours!

Tink's Tormentor
12-30-2008, 08:18 AM
I think this thread has finally run its course.

Obvioulsy there were going to be a few of you who would defend Universal tooth and nail, no matter how at fault they are, just like there are those that will defend Disney to their last day. I want to thank those of you who understood the frustrations I had over that day.

Asking you all to convince me to go back was probably a tall order. I probably should have vented my frustration, detailing what happened, and then just asked if others had the same thing happen.

And donaldduck352, keep a spot open for October 2009, because that is when I usually head down to Orlando. I will let you know once I have plans set in stone.

Hopefully the day I had was just one of those wacky, crazy days that happen from time to time.

Thank you all again.

DOOM1001
12-30-2008, 06:03 PM
I've been going to Universal since 1992 and had AP's for 10 years.In that time I must have gone to Universal over 150 times and I've never had an issue with anyone being rude.Things like when someone in my family lost their AP and we had to stand in a guest service line for like 40 minutes because there was only one window open is the worst experience I've had at Universal.I also have AP's at Disney and the Busch parks and never had an issue at Disney but Busch Gardens a few years ago definitely had employees who looked like they were the unhappiest people in the world,but in the last couple of years it's gotten much better.

inkkognito
12-30-2008, 08:11 PM
In fact, one of the girls at the front desk even passed a comment that this particular employee was going to be in some trouble since there have been several complaints about her already, prior to my complaint.
This doesn't ring "right" to me. I suppose it's possible, but it's not at all common or appropriate for a guest services person to badmouth another employee in front of a guest or mention something like that publicly. Sorry, but I just can't see a guest relations person saying this in front of a guest.

macraven
12-30-2008, 08:23 PM
This doesn't ring "right" to me. I suppose it's possible, but it's not at all common or appropriate for a guest services person to badmouth another employee in front of a guest or mention something like that publicly. Sorry, but I just can't see a guest relations person saying this in front of a guest.



that thought crossed my mind also

Tink's Tormentor
12-31-2008, 07:20 AM
This doesn't ring "right" to me. I suppose it's possible, but it's not at all common or appropriate for a guest services person to badmouth another employee in front of a guest or mention something like that publicly. Sorry, but I just can't see a guest relations person saying this in front of a guest.

that thought crossed my mind also


It seemed a little odd to me to, but, she said it... Now whether she was saying it to me, thinking out loud, or communicating to another Guest Services Rep or her manager, I have no idea.. But, she said it loud enough for me to hear it... My feeling was she was saying it to me...

Anyhow, this year is ending.. I want to wish all of you a Happy and Healthy 2009...

NashvilleTrio
12-31-2008, 10:39 AM
I want to wish all of you a Happy and Healthy 2009...

Same to you. Happy New Year!

jpeppers
12-31-2008, 12:50 PM
I want to start by saying I love Universal......definitely more than Disney but when I went to guest services with a complaint 2 years ago I was treated very rudely. The individual I was talking too even threatened to call security even though I am a very mellow person and work in law enforcement. I was shocked by the way I was treated.........as far as the park goes though I have always been treated wonderful by the CM's and still prefer Universal over Disney.

macraven
12-31-2008, 01:39 PM
i remember that post you made about it.......and the replies.

Tink's Tormentor
12-31-2008, 02:17 PM
I want to start by saying I love Universal......definitely more than Disney but when I went to guest services with a complaint 2 years ago I was treated very rudely. The individual I was talking too even threatened to call security even though I am a very mellow person and work in law enforcement. I was shocked by the way I was treated.........as far as the park goes though I have always been treated wonderful by the CM's and still prefer Universal over Disney.

And yet, mine was the opposite situation...

Planogirl
12-31-2008, 03:31 PM
I visit both Universal and WDW so I have no bias when it comes to employees of both places. Just to set that straight right away. :)

I have encountered rude behavior at both resorts but I have to say that it's been minimal. I haven't had any issues at Universal during several visits and have at times been surprised by how nice many people were. That's been my experience, sorry that you ran into a string of grumpy employees.

Cancelling so suddenly does seem a bit extreme but of course none of us were there and none of us experienced what you did. Have you ever encountered rude behavior on the part of a Disney castmember? How did you handle that? I admit that I only read the beginning and end of this thread so if I missed that I apologize.

As for people always defending Universal no matter what, I think that you will find that to be true for any resort. They all have their fans, some more devoted than others. Those that I read on this thread do make good points though, in my opinion of course.

mom22bless
12-31-2008, 03:42 PM
Wow.....you all seem really harsh. This person had many problems......none he caused.

mom22bless
12-31-2008, 03:43 PM
This doesn't ring "right" to me. I suppose it's possible, but it's not at all common or appropriate for a guest services person to badmouth another employee in front of a guest or mention something like that publicly. Sorry, but I just can't see a guest relations person saying this in front of a guest.

I've seem people do this many times.

Tink's Tormentor
12-31-2008, 04:42 PM
I visit both Universal and WDW so I have no bias when it comes to employees of both places. Just to set that straight right away. :)

I have encountered rude behavior at both resorts but I have to say that it's been minimal. I haven't had any issues at Universal during several visits and have at times been surprised by how nice many people were. That's been my experience, sorry that you ran into a string of grumpy employees.

Cancelling so suddenly does seem a bit extreme but of course none of us were there and none of us experienced what you did. Have you ever encountered rude behavior on the part of a Disney castmember? How did you handle that? I admit that I only read the beginning and end of this thread so if I missed that I apologize.

As for people always defending Universal no matter what, I think that you will find that to be true for any resort. They all have their fans, some more devoted than others. Those that I read on this thread do make good points though, in my opinion of course.

Yes, I have encountered rude CMs at Disney... I ignored them and walked away... I was never spoken down to like I was a mentally challenged child in Disney... And remember, I did ignore the attitudes and rudeness of the 4 or 5 employees prior to the final straw... And this wasn't the first time I encountered attitude at Universal... If the employee was just rude, I don't think it would have bothered me to the point of complaining about it.. The fact that she spoke to me, and to the group, like we were, not to offend anyone but, retarded, pushed me over the edge... Even if she was having a bad day, you don't talk t your customers like they are brain dead morons...

You can bet your last bottom dollar that if a Disney CM ever spoke to me like that I'd have their name and report them too....

Please read the whole thread... I cancelled my AP after receiving major attitude from a Guest Services manager, who really did not have to but her nose into the business... it was being handled very nicely by the female at the GS desk...

I know that there are staunch defenders of Disney out there as well... They act like Disney can do no wrong.. Just like some of the people posting in this thread.. Acting like Universal is a Utopia where the employees are angels... WRONG!!! I have run into more rude and abrasive employees in Universal than Disney, Sea World, and Six Flags combined...

Tink's Tormentor
12-31-2008, 04:44 PM
Wow.....you all seem really harsh. This person had many problems......none he caused.


It is alright that they are harsh toward me... They feel the need to defend their beloved Universal.. It is all good...

Tink's Tormentor
12-31-2008, 04:45 PM
I've seem people do this many times.


Ohh not at Universal.. Never at the most perfect park on earth, where the employees have no attitudes, are never rude, and their managers are the best on the planet.. Come on now.. :)

yes people these last two posts are SARCASM!!!

Again, HAPPY NEW YEAR!!!!

phamton
12-31-2008, 05:42 PM
I don't think that Universal employees are perfect but some parts of your post are confusing me. First of all, the guest service person would not be saying that the team member has had numerous complaints because, frankly, they have no way of accessing that information. Complaints go to the managers of the attraction and the manager might know but the Guest Service coordinator would not know that information. Guest Services does not have a file to look up complaints listed for certain team members. Possibly the supervisor at the Simpsons ride would have that information but not Guest Service coordinators. That is confidential information that they are not given.

But the main confusion I have is how upset you were because they canceled your annual pass. You asked them to. If they had refused, we'd most likely be seeing a post saying "I demanded that Universal cancel my annual pass and they refused!"

You mentioned that you were on a flex-pay contract. You pay a small amount each month and can visit as many times each month as you want to. So essentially, for your $15 monthly payment, you could visit 31 times in one month which is less than 50 cents a visit. That is why Flex-pay contracts are non-refundable and are also not canceled until the yearly contract ends. If the contracts could be canceled so easily, people could get a flex-pay contract, pay their $15 and spend their 2 weeks vacation at the parks and then cancel. In your case, they made an exception to cancel (which you requested and were granted.)

As far as the treatment you received by team members, any discipline whether firing or whatever, would be handled by the manager of the attraction not by guest services. GS just takes the information and makes sure it is given to the proper person who handles it. As far as I can tell, the only thing you requested was to cancel your annual pass, which they did for you. The team members that offended you will have their discipline done in private. They don't do public floggings except at the Shrek attraction. ;)

pixeegrl
12-31-2008, 05:43 PM
I kinda think the thread should be closed, I thought everyone got everything straight with little to no hurt feelings and then someone will come by and not necesarilly read the whole thread and it starts up again ya know?
HAPPY NEW YEAR EVERYONE!!!!!

donaldduck352
12-31-2008, 07:00 PM
I kinda think the thread should be closed, I thought everyone got everything straight with little to no hurt feelings and then someone will come by and not necesarilly read the whole thread and it starts up again ya know?
HAPPY NEW YEAR EVERYONE!!!!!

I agree pixie.Its like http://bestsmileys.com/oneofakind/1.gif Let it be over-Please!!

Tink's Tormentor
12-31-2008, 07:03 PM
I don't think that Universal employees are perfect but some parts of your post are confusing me. First of all, the guest service person would not be saying that the team member has had numerous complaints because, frankly, they have no way of accessing that information. Complaints go to the managers of the attraction and the manager might know but the Guest Service coordinator would not know that information. Guest Services does not have a file to look up complaints listed for certain team members. Possibly the supervisor at the Simpsons ride would have that information but not Guest Service coordinators. That is confidential information that they are not given.

Well, she did say that in front of me. And if she took several complaints about that same employee, don't you think she would know how many complaints about that girl came in? Logic would say, she would know, right???

But the main confusion I have is how upset you were because they canceled your annual pass. You asked them to. If they had refused, we'd most likely be seeing a post saying "I demanded that Universal cancel my annual pass and they refused!"

You didn't read it right. I ASKED for them to cancel the AP, I was not upset that they did... Why would I be upset with them cancelling it if I ASKED for it?? I was upset with the way we were spoken to and treated.

You mentioned that you were on a flex-pay contract. You pay a small amount each month and can visit as many times each month as you want to. So essentially, for your $15 monthly payment, you could visit 31 times in one month which is less than 50 cents a visit. That is why Flex-pay contracts are non-refundable and are also not canceled until the yearly contract ends. If the contracts could be canceled so easily, people could get a flex-pay contract, pay their $15 and spend their 2 weeks vacation at the parks and then cancel. In your case, they made an exception to cancel (which you requested and were granted.)

They will stop the flex plan ANYTIME in that contract AFTER the first year is over.. Since I bought in April of 2007, and the first year ended April 2008, They were able to cancel the flex plan. They did not do anything so special as you assume.

As far as the treatment you received by team members, any discipline whether firing or whatever, would be handled by the manager of the attraction not by guest services. GS just takes the information and makes sure it is given to the proper person who handles it. As far as I can tell, the only thing you requested was to cancel your annual pass, which they did for you. The team members that offended you will have their discipline done in private. They don't do public floggings except at the Shrek attraction. ;)

I did not request the girl be fired. Nor did I request any discipline of this employee done in front of me. Where in my posts did I ever say I requested anything else other than my AP be cancelled AFTER the manager of GUEST SERVICES copped an attitude with me?? I never call for anyone to be fired.. I am sure the employee was spoken to. Especially since we spoke with the manager of attractions for the Simpsons ride.

Tink's Tormentor
12-31-2008, 07:06 PM
I kinda think the thread should be closed, I thought everyone got everything straight with little to no hurt feelings and then someone will come by and not necessarily read the whole thread and it starts up again ya know?
HAPPY NEW YEAR EVERYONE!!!!!

I agree pixie.Its like http://bestsmileys.com/oneofakind/1.gif Let it be over-Please!!

I did say I think this thread ran its course. But, we kept getting drawn back in...

donaldduck352
12-31-2008, 07:19 PM
I did say I think this thread ran its course. But, we kept getting drawn back in...

So thats it its over??
Please mods!!:worship:

Tink's Tormentor
12-31-2008, 07:24 PM
So thats it its over??
Please mods!!:worship:
The only reason to keep it open I guess is for others to post similar experiences...

phamton
12-31-2008, 07:46 PM
Well, she did say that in front of me. And if she took several complaints about that same employee, don't you think she would know how many complaints about that girl came in? Logic would say, she would know, right???

There are several thousand employees at Universal. The chance that the same Guest service coordinator had taken numerous complaints about one team member would be highly unlikely. Not to mention, actually remembering the name of the team member.





They will stop the flex plan ANYTIME in that contract AFTER the first year is over.

That is not correct. The request to cancel the contract must be in writing before the year ends. Once a new year starts on the pass, it is an automatic renewal for another year. They did not do anything so special as you assume. Actually they did. I'm not assuming anything. It is not a month by month basis on the flex-pay even after the end of a year. It is a year by year basis.



Where in my posts did I ever say I requested anything else other than my AP be cancelled AFTER the manager of GUEST SERVICES copped an attitude with me?? The only thing you said about the manager is that they didn't try to talk you out of canceling. I'm not sure what attitude they displayed. You never mentioned what they did. I'm sorry that you were talked down to by the attraction team member and you certainly did the correct thing by going into guest services. But when you said you "stormed" into guest services and was upset when they didn't try to talk you out of canceling, I just am missing what the attitude is. The GS manager is usually not called unless the GC coordinator wasn't able to resolve your problem for you. Your post stated that the regular GS person was doing a good job so I'm just not understanding why she called her manager to start with unless you were still upset with how she was handling things.

Edited to add: Please call Guest services at 407-224-4233 if you don't think they handled your situation correctly. They are there to help not to make you more upset.

disneygal55
12-31-2008, 11:13 PM
Happy New Year to all! I hope that all Disney and Universal fans can unite in
peaceful co-existence. I have had nothing but good fortune with guest services at Universal and most of the cast members. That said I was really ticked at a Universal employee last June. It was at the Jaws where I asked a cm to PLEASE sit me where I wouldn't get drenched...I have seen people get completely soaked. I'll leave that fun for the young. She snickered and sat me in the wettest seat area...definitely done on purpose. They need to treat people with respect.

Planogirl
12-31-2008, 11:34 PM
I have thankfully never encountered rudeness like this at Universal. However I definitely think that it's wise to complain to higher ups when employees are rude wherever they may be but the fact that you compare the employees at Universal to those at Six Flags speaks volumes IMO. But to each their own.

Happy new year.

GuestServicesMonkey
01-01-2009, 02:47 AM
i am an employee. I got off at 8. As I was walking thru the park to leave a guest approached me about a situation. I thought it was a valid issue and backdoored them on the simpsons to try to make their day better. I did explain I was 'off the clock' and couldn't fully address their issues and directed them to the guest services office to speak further. This took me 30 minutes of unpaid time. I did it because I care even though I wanted to get to my festivities this evening.

Issues do happen, both at disney and universal. GS is there to help fix them.

lacrosse_lady72
01-01-2009, 03:41 AM
Sorry you had that experience at The Simpsons but frankly...I think you overreacted by cancelling the AP. I mean...I'd be damned if I would cancel over some TM at an attraction who was apparently having some issues. Sometimes it's best not to argue with someone when they want their $$$ back...you just give them what they want. Now it kinda sounds like maybe you didn't really want to cancel...I don't know. I often wonder when this type of thing leads to the cancelling of an AP at Universal, if the poster had the same thing happen at Disney would they cancel their AP as Disney as well?

I don't think anyone can convince you to come back to Universal and if you cancelled the AP on the basis some TM "talked down to you" on a SINGLE attraction out of all the others there, you probably shouldn't go back. Did you use your AP for IOA at all? Any problems or issues there? That just seems a bit extreme to me...but that's me.

Sorry...I'm not going to try to convince anyone to go to Universal...either you will or you won't. But again...I think you overreacted to the whole thing.


You couldn't put it any better.

micksterlee
01-01-2009, 09:49 AM
I was at the Nemo show in AK at WDW and a CM which happened to be an older gentleman was actually yelling at people as they entered the theater.He was scolling as he shouted "move on down to the end of the row, it is hot and a lot of people have to fit in here."One lady in our row refused to move down because she wanted to be in the middle and he went off on the whole row about it isn't all about me here it is a group effort.I thought the guy was way out of line for Disney but i didn't go running to the desk asking for refunds.

Reminds me of "If you don't treat me like a Princess I will take my toys and go home."

Tink's Tormentor
01-01-2009, 01:08 PM
I was at the Nemo show in AK at WDW and a CM which happened to be an older gentleman was actually yelling at people as they entered the theater.He was scolling as he shouted "move on down to the end of the row, it is hot and a lot of people have to fit in here."One lady in our row refused to move down because she wanted to be in the middle and he went off on the whole row about it isn't all about me here it is a group effort.I thought the guy was way out of line for Disney but i didn't go running to the desk asking for refunds.

Reminds me of "If you don't treat me like a Princess I will take my toys and go home."

Ok, wll, let me address this real quick... He didn't yell and talk down to you right??? Well, if this person didn't talk down to me, I wouldn't have complained either... However, she did... So, I felt I had a right to go complain... Different cases... Different ways to respond, not even a valid argument...

Tink's Tormentor
01-01-2009, 01:41 PM
There are several thousand employees at Universal. The chance that the same Guest service coordinator had taken numerous complaints about one team member would be highly unlikely. Not to mention, actually remembering the name of the team member.

Ok, so, if this girl at Guest Services handled say 5 complaints prior to mine, and all the people mentioned the same name and same ride that the incident took place, you don't think a bell would ring in some one's head and they may remember other complaints?? I think any smart, intelligent person would remember, unless she didn't handle the other complaints... My assumption would be she handled several, and remembered them.. Unless, you are not giving Guest Services enough credit..

That is not correct. The request to cancel the contract must be in writing before the year ends. Once a new year starts on the pass, it is an automatic renewal for another year. Actually they did. I'm not assuming anything. It is not a month by month basis on the flex-pay even after the end of a year. It is a year by year basis.

Are you Guest Services? Are you a rep for Guest Services? Or are you someone who just visits the park? I am curious since you seem to know so much about how they operate. When I requested the AP cancelled, the girl at the desk told me it isn't something SHE had no access to. Her manager, who was already over by the desk actually had to put the request in. And she did. She asked me WHEN DID YOU BUY THE AP? When I told her April 2007, she said OK, NOT A PROBLEM. When I got home and called Guest Services to see if they could refund the money I was already paid, and expressed how I was shocked no one tried to even talk me out of cancelling the AP, the manager on the other end of the phone told me that the money couldn't be refunded (not a problem, I didn't press the issue since I already knew the money couldn't be, but it didn't hurt to try), and he also said that per the contract of FLEX PAY, I was able to cancel at anytime AFTER THE FIRST YEAR, which, in my estimation, October 2008 is after April 2008, so my first year was already up.. I wouldn't have been able to cancel the pass anytime during the first year according to Guest Services.. I would assume THEY know what they are talking about...

The only thing you said about the manager is that they didn't try to talk you out of canceling. I'm not sure what attitude they displayed. You never mentioned what they did. I'm sorry that you were talked down to by the attraction team member and you certainly did the correct thing by going into guest services. But when you said you "stormed" into guest services and was upset when they didn't try to talk you out of canceling, I just am missing what the attitude is. The GS manager is usually not called unless the GC coordinator wasn't able to resolve your problem for you. Your post stated that the regular GS person was doing a good job so I'm just not understanding why she called her manager to start with unless you were still upset with how she was handling things.

She wasn't called out by the person we were speaking with... That girl was handling everything just fine. The manager came out to speak with one of the other girls working the front desk, nothing related to my issue. I didn't hear much of what they were talking about, but it seemed like she was just reviewing something on their system. More than likely it was a work related question and nothing major. After I finished telling the girl what happened, the manager started waking toward the girl and asked her what we were complaining about. The girl said, ANOTHER COMPLAINT ABOUT THE TMs AT THE SIMPSON RIDE. The manager rolled her eyes, which I didn't think was meant for us. Especially since is was ANOTHER complaint. Manager asked if it was the same girl, and the GS rep said YES. Again, nothing major. However, the GS then told her how we were met with other attitudes from Margaritaville and the character escorts. The manager looked at us and asked me what the attitudes we received were. When I told her the other incidents, and how this wasn't the first time I was ever treated with such rudeness, she made one of those PFT sounds and told me they NEVER treat their guests with any disrespect. When I said, WELL THEY DID, she came back with a response of, WE FIND IT IS ALWAYS THE PERSON WHO COMPLAINS IS THE ONE WITH THE ATTITUDE. She said it rather rudely which didn't sit well with me obviously. After that comment, I requested the AP be cancelled. I felt, at that time, I wanted nothing to do with a park who thinks their guests are idiots. Which is how I was being made to feel, except by the girl who handled our complaint.

The manager took my AP and processed the cancellation, telling me I wouldn't be charged from here on out.

Edited to add: Please call Guest services at 407-224-4233 if you don't think they handled your situation correctly. They are there to help not to make you more upset.

I did call that number when I got back from my trip. I posted as much in the thread. Remember I said I gave it a shot to see if they would refund the money I already paid to the AP? Remember I said the manager on the phone told me they couldn't but, to make it up to me, he offered me two free tickets to the parks on my next trip? There is no sense calling the number again. Thanks for that number though. I did lose it the first time I had it.

I just may have to take them up on their two free tickets offer though....

Let me just add this: When I told the manager over the phone I was shocked no one tried to talk me out of cancelling the AP, he expressed a concern about that too. He said they don't want anyone to cancel their passes, and when someone does, the first response should always be to try to correct the situation. He asked me if I felt the manager tried to fix the situation, I told him no. I mentioned to him I fell like they don't want the business, or they have no business common sense. Common sense is to try to keep customers, not push them away. I mentioned how things got to the point where my friend even returned the HHN tickets. He apologized several times, which I felt was a true, heart-felt apology, unless someone was a great actor LOL, and he again told me they don't like to lose customers and they should have done anything in their power at GS to make amends. I told him maybe their way of making amends is pushing people out the gate for good, and that is when he said, LET ME DO THIS FOR YOU. LET ME OFFER YOU TWO FREE TICKETS FOR YOU AND YOUR FRIEND TO COME AND ENJOY THE PARKS. I WANT TO HELP YOU CHANGE YOUR OPINION ABOUT US, AND SINCE THEY DIDN'T WANT TO HELP YOU CHANGE YOUR MIND AT GS, I WILL MAKE THE GESTURE.

I thought that was very nice of him to do that. Since I had no plans for another vacation at that time, I couldn't give him a time frame. He said he would leave a note on my account, and all I had to do was call up prior to my trip and they would handle the request. I thanked him for his professionalism, for the tickets, and for his understanding, and we ended the call. Everything was cordial. A direct opposite of the attitude the manager displayed in GS at the park.

With this, I am done. Thank you all for listening. Have a happy 2009!!!

Tink's Tormentor
01-01-2009, 01:44 PM
Happy New Year to all! I hope that all Disney and Universal fans can unite in
peaceful co-existence. I have had nothing but good fortune with guest services at Universal and most of the cast members. That said I was really ticked at a Universal employee last June. It was at the Jaws where I asked a cm to PLEASE sit me where I wouldn't get drenched...I have seen people get completely soaked. I'll leave that fun for the young. She snickered and sat me in the wettest seat area...definitely done on purpose. They need to treat people with respect.

Disney and Universal people CAN live in peaceful coexistence, once they all stop drinking the Kool Aid lol...

I find most, not all, but MOST of the employees at Universal do not treat people with respect.

Tink's Tormentor
01-01-2009, 01:46 PM
i am an employee. I got off at 8. As I was walking thru the park to leave a guest approached me about a situation. I thought it was a valid issue and backdoored them on the simpsons to try to make their day better. I did explain I was 'off the clock' and couldn't fully address their issues and directed them to the guest services office to speak further. This took me 30 minutes of unpaid time. I did it because I care even though I wanted to get to my festivities this evening.

Issues do happen, both at disney and universal. GS is there to help fix them.

You seem to be one of the few, a needle in the haystack. I am glad you at least helped make their time better. Too bad you weren't working when I was there. Maybe I would have had a much better experience :) ...

Tink's Tormentor
01-01-2009, 01:49 PM
So thats it its over??
Please mods!!:worship:

Hey Donaldduck352, seems like this will never end, especially since a mod of the boards continues to question my actions and staunchly defends Universal... LOL..

PLEASE, ANY MOD OTHER THAN PHANTOM, CLOSE THIS THREAD, PLEASE????

AlexandNessa
01-01-2009, 02:07 PM
Hey Donaldduck352, seems like this will never end, especially since a mod of the boards continues to question my actions and staunchly defends Universal... LOL..

PLEASE, ANY MOD OTHER THAN PHANTOM, CLOSE THIS THREAD, PLEASE????




You're kidding, right?

livndisney
01-01-2009, 04:11 PM
Disney and Universal people CAN live in peaceful coexistence, once they all stop drinking the Kool Aid lol...

I find most, not all, but MOST of the employees at Universal do not treat people with respect.


If you feel that way-then why go back? If you don't enjoy Universal, then why keep putting yourself through the "hassle"?

Hey Donaldduck352, seems like this will never end, especially since a mod of the boards continues to question my actions and staunchly defends Universal... LOL..

PLEASE, ANY MOD OTHER THAN PHANTOM, CLOSE THIS THREAD, PLEASE????

You know you have the option of just not opening the thread right? I saw one of your posts where you were asking others to list problems they have with Universal.

WebmasterKathy
01-01-2009, 04:24 PM
Because the purpose of this thread appears to be simply to bash and harass, this thread is closed.