Awkward call. Where are the CMs who assist on with phone ADRs?

[NorweJenNY]

I just had the most unusual call to Disney Dining. I was seeing if I could possibly change my candlelight processional package to a different day. The CM asked for my confirmation # and checked to see if there was availability on another day... she said nothing to me as I waited, and waited, and waited... several minutes went by with awkward silence! (Well, not complete silence... I heard what sounded like AOL instant messages in the background... it also sounded like there was wind wherever she was.)

I finally said, "Is there anything?" No response. "Hello?" Paused for several seconds. No responses. One more try: "HeLLLLLOOOOO?!"

Finally she said that she was still checking. A minute later she said nothing was coming up. Then she said she'd check one more time.

Did she not have enough time to already check? I mean, if nothing came up, then was one more check really going to come up with different results?! Or did she not actually check to begin with because she was occupied with other personal tasks??

So anyway I waited again... in awkward "silence" (wind and AOL IM-like noises continuing). Finally she said there was a dinner reservation available... I had wanted a lunch (dinner is much pricier). So I just left everything as is for now, thinking I might just check another day with someone who sounded like they knew what they were doing.

This woman sounded like she was just doing a job in the midst of something else. She was totally not into customer service! I've waited with other CMs in the past, and they've been much more upbeat and involved. They'd participate in conversations with me or let me know if the system were slow or having some problems. Not this woman. Totally uninvolved. Awkward background noises. Really weird.

Anyone else have awkward experiences like this? Where might she have been answering the phone from? I can't imagine this is acceptable by Disney standards!

(When the option came up to take a survey about this call experience, you bet I took it!)

 

[mrsxsparrow]

You can book Candlelight Processional packages online now. So you could always look for the new date and book if something shows up, then call and cancel the old one.

I've found the CM's to be pretty hit or miss. Usually they're fine, sometimes you get someone super nice who really goes above and beyond, and once in a while you get an odd one

 

[momto2inKC]

Like the previous poster mentioned, it can be booked online. I'd just see what's available online and if you find something, book it. You'll be able to cancel you other ADR online too.

 

[NorweJenNY]

I can't find how to search for CP packages online. How do you do that?

And I haven't been able to cancel any ADRs online either - don't know if it's a quirk with my computer or what? The option is there to cancel, but when I've clicked it, nothing happens. The only way an ADR cancels online is if I book another ADR for the same meal elsewhere - it tells me that if I book x reservation, y reservation will be cancelled - which it does.

 

[Infamousmare]

Anyone else have awkward experiences like this? Where might she have been answering the phone from? I can't imagine this is acceptable by Disney standards!

(When the option came up to take a survey about this call experience, you bet I took it!)

You know, most of the CMs I've dealt with on the dining line and in the resort reservations area have been great; however, I've had 2 that were less than magical.

One guy was very impatient and told me to "spit it out" when he apparently thought I was taking too much time to ask a multi-part question. He was also rather sarcastic and made me feel like I was wasting his time. Another lady did not speak very good English at all and did not understand what I was asking her (had a reservation @ GF, but wanted to know if any villas were available - you know, kept checking back every few days to see if one opened up). She kept saying, "but you have a reservation already".

I always take the surveys afterward, as most of the CMs are so great and I want their superiors to know it...but I've unfortunately had to leave less-than-stellar feedback for the two aforementioned CMs. I guess there are a few bad apples in every bunch.

 

[momto2inKC]

I can't find how to search for CP packages online. How do you do that?

And I haven't been able to cancel any ADRs online either - don't know if it's a quirk with my computer or what? The option is there to cancel, but when I've clicked it, nothing happens. The only way an ADR cancels online is if I book another ADR for the same meal elsewhere - it tells me that if I book x reservation, y reservation will be cancelled - which it does.

Go in like you're making a regular dining ADR- hover over "where to eat" then click "make dining reservation" from the list, there are 3 'spots' on the upper left that say Restaurant, Dinner Show, Dining Event..click the dot by Dining Event. You then choose the Candlelight Processional from the drop down list. You can then search by date and show time.

 

[Sammie]

Many work from home.

 

[janabananas]

I have also had the frustrating interactions with phone CMs. Usually I say thanks for your help, and then call back in 5 minutes to get someone else. If all else fails, I ask for a supervisor or manager.

 

[NorweJenNY]

Many work from home.

...or in this case "work" from home...

This is what it sounded like... someone "working" on their back porch with their computer open, chatting with friends via instant messages.

 

[Sammie]

...or in this case "work" from home...

This is what it sounded like... someone "working" on their back porch with their computer open, chatting with friends via instant messages.

I got one once that this parrot was squaking in the background. Very distracting. Disney subcontracts out to agents working in their homes.

 

[NorweJenNY]

Go in like you're making a regular dining ADR- hover over "where to eat" then click "make dining reservation" from the list, there are 3 'spots' on the upper left that say Restaurant, Dinner Show, Dining Event..click the dot by Dining Event. You then choose the Candlelight Processional from the drop down list. You can then search by date and show time.

Thanks... I just checked. That CM I spoke with had NO CLUE!

True, she told me my restaurant only had availability for dinner, not lunch. I didn't want that, though - I wanted lunch. This much was accurate. She said there's one reservation available at Coral Reef if we wanted to change restaurants, but I told her we weren't interested in Coral Reef. She ended it there. I said we'll just leave the one we have. I couldn't believe that my unpopular travel date, mid-week would have just one lunch CP pkg available!

I finally checked online - EIGHT different restaurants were available with lunch CP pkgs on the date I want! EIGHT!!! She didn't mention a single one of those!!! I might have contemplated a different restaurant in that case... this customer could have been happier knowing there were options... but this is what this CM does for a job and she didn't even mention there were other possibilities to work out my dilemma??? Sheesh...

 

[Infamousmare]

And I haven't been able to cancel any ADRs online either - don't know if it's a quirk with my computer or what? The option is there to cancel, but when I've clicked it, nothing happens. The only way an ADR cancels online is if I book another ADR for the same meal elsewhere - it tells me that if I book x reservation, y reservation will be cancelled - which it does.

Yep. I'm having the same problem. The system will not allow me to cancel any of my reservations - I've done the same. I've had to book another ressie, which cancels out the first ressie, then I have to cancel the new ressie as soon as it comes up as confirmed. If I leave that page, I have to repeat the process all over again.

If not, I get a message "unable to cancel reservation" when trying to straight out cancel any reservation. Is this what's happening to you?

 

[gigi1313]

i just canceled a whole slew of ADRs (mil/fil decided to join us and we had to rearrange our entire touring plan, so i made new ressies for the 7 of us in mil's and after they were done cancelled what was in my name) and had no problem cancelling w/out making a new ressie... although ifyou asked me, i am not sure i could tell you how i did it! LOL!

 

[aubriee]

Many work from home.

I wondered about that. Back before you could make ADRs online, I called to make a bunch of reservations for an ten day stay. I swear I heard a little kid whining in the background and the CM seemed really agitated and you could tell she was trying to quickly get me off the phone. I finally told her I had to go and I'd just call back. She seemed thankful.

 

[aubriee]

I got one once that this parrot was squaking in the background. Very distracting. Disney subcontracts out to agents working in their homes.

Oh my! I have a large Harlequin macaw parrot. His cage is in my computer room, right next to the desk. He's usually pretty good, but somtimes if I'm on the phone and he wants attention, he'll start squawking. Those large parrots can get REALLY loud and the more you ignore them the louder they get. There is no possible way I could ever talk on the phone in that room if he's in one of his moods.

 

[Abra Cat]

Oh my gosh, you're brilliant! I had no idea you could book the CP online! I've been calling every day this week trying to book! Thank you!

Go in like you're making a regular dining ADR- hover over "where to eat" then click "make dining reservation" from the list, there are 3 'spots' on the upper left that say Restaurant, Dinner Show, Dining Event..click the dot by Dining Event. You then choose the Candlelight Processional from the drop down list. You can then search by date and show time.

 

[DebbieB]

It's possible she was using IM to consult with another coworker on how to process your request. When we call the help desk where I work, they frequently IM someone else to get information.

 

[Aunt Michelle]

It's possible she was using IM to consult with another coworker on how to process your request. When we call the help desk where I work, they frequently IM someone else to get information.

I was going to say the same thing - we rely heavily on IM at work and many people are getting "pinged" by co-workers with questions or requests for info. I'm not sure it's fair to assume she was chatting with friends. That being said, I'm sorry you had a bad experience - you have more patience than I do - I would have hung up after 30 seconds of dead air.