Really Disney? How hard is it to put 7 people in three rooms?

[lorenni]

After literally 6 hours on the phone (5 hours and 45 minutes of that on hold), I was informed that two CMs in a row had screwed up our family's reservations. How hard is it to put seven people in three rooms? My son was in two different rooms, but apparently not "really" in either room so I couldn't book ME. What a fiasco.

And there is simply NO excuse for an hour and a half wait time on a Sunday night.

 

[alecshawn]

After literally 6 hours on the phone (5 hours and 45 minutes of that on hold), I was informed that two CMs in a row had screwed up our family's reservations. How hard is it to put seven people in three rooms? My son was in two different rooms, but apparently not "really" in either room so I couldn't book ME. What a fiasco.

And there is simply NO excuse for an hour and a half wait time on a Sunday night.

If i read it correctly that you were on hold for 5:45 hours?? Then im sorry...but thats your fault.
Call back Monday afternoon if they were that busy. Afternoons around 2pm is a great time to call
Honestly...i have never waited more than 15 minutes or so....just call during different times.
Hope everything got resolved though...if not...call during a weekday.

 

[lorenni]

That was spread out over three calls.

1. 10 min wait on a Saturday morning. This was to add a room and this CM screwed up e everything.

2. 45 min to get to a CM and an hour and a half on hold off and on (mostly on hold) for them to fix CM #1 mistake. This on a Monday evening.

3. 30 min on hold tonight - sent directly to survey without speaking to anyone. Called back and waited on hold for an hour before talking to anyone. Then sat on hold again while CM #3 fixed CM #2's mistakes.

I have one of those things called a day job. Can't spend my days on the phone with Disney, unfortunately.

Disney apologists need not respond. The fact is, when your phone wait time is more than 10 minutes, its time to hire more folks to answer the phone.

 

[Mom2six]

The fact is, when your phone wait time is more than 10 minutes, its time to hire more folks to answer the phone.

I agree. If the wait times are so long on weekends or in the evenings, that is when they should have more staff.

 

[alecshawn]

That was spread out over three calls.

1. 10 min wait on a Saturday morning. This was to add a room and this CM screwed up e everything.

2. 45 min to get to a CM and an hour and a half on hold off and on (mostly on hold) for them to fix CM #1 mistake. This on a Monday evening.

3. 30 min on hold tonight - sent directly to survey without speaking to anyone. Called back and waited on hold for an hour before talking to anyone. Then sat on hold again while CM #3 fixed CM #2's mistakes.

I have one of those things called a day job. Can't spend my days on the phone with Disney, unfortunately.

Disney apologists need not respond. The fact is, when your phone wait time is more than 10 minutes, its time to hire more folks to answer the phone.

Ok got it....BUT
I think most on here has a "day" job...but i still find the time to call. It is way easier to call WDW as expected during the day. And you wont be "spending your days" on the phone....more like a few minutes.

 

[minnie mum]

Disney apologists need not respond. The fact is, when your phone wait time is more than 10 minutes, its time to hire more folks to answer the phone.

Hate to piddle on your rice puffs, but this is a public forum and anyone who wants to can respond to any post.

The fact is that there has been a perfect storm of problems with the Disney reservation system that has been going on for well over a week now. If you had been on the Dis during that time you would have known about it.

Disney tried to launch a brand new website and it has failed miserably, with many, many technical glitches, causing the website to crash occasionally, prevented guests from making online reservations or changes to reservations, and causing the computers that the Phone CMs use to crash repeatedly.

On top of that Disney launched a brand new spring discount that has caused a predictable surge in phone traffic.

Add these together and you get tremendous demand on the reservations center and prolonged waits on hold.

In another day or so the majority of these calls will have shrunk to a dull roar and you will most likely be able to conduct your call in a more timely manner.

Sorry if this Disney apologist has taken up too much of your time.

 

[Robbi]

OP, there have been many posts about absurdly long wait times for the past week.

 

[momof4minnies]

I too was on hold for about an hour and a half straight last Friday afternoon. I'm a stay home mom (kiddos on break now) and I can't imagine how anyone that has a job outside of the home can get anything personal done . So I can totally understand OP's frustration. Hopefully all the errors got resolved and will be pixie dust from here on out.

 

[lablady]

Is there some rule on this site that you have to be as rude and condescending as possible as often as possible? The OP may have chosen to stay on hold longer than some, hoping to just get a hold of SOMEONE who would fix her issue, but I really don't see how that should push anyone else over the edge! Geez people, be nice already! Some of these replies are just rude.

 

[Robbi]

Is there some rule on this site that you have to be as rude and condescending as possible as often as possible? The OP may have chosen to stay on hold longer than some, hoping to just get a hold of SOMEONE who would fix her issue, but I really don't see how that should push anyone else over the edge! Geez people, be nice already! Some of these replies are just rude.

Well said.

 

[lorenni]

Thanks. That's exactly right - only recently did we Discover that for some reason I was not on the ME Reservation. While there are a group of us, my baby and I are flying in from a different city earlier in the day. Without ME I would be juggling his stroller, his diaper bag, our luggage and the baby all by myself. So yes, I had no choice but to wait on hold again in the hope that someone would be able to help - eventually.

I am aware that I can get on the ME without the luggage tags in 3 weeks, but collection my luggage to hand it off at ME defeats the whole purpose of the service for me.

And call me crazy, but if my employer can beta-test a website before releasing it shouldn't Disney be able to do the same?

 

[sunsetbeachgal]

I find the Disney phone system annoying to begin with, so errors would make it even the more annoying. That whole thing of having to spell your name, say your name, give lots of information, etc and then having to verify each detail over again when your call is answered can put someone on edge. And let's admit it, some reservationists are better than others...which is true anywhere...

 

[KELLY]

I have been wanting to call to upgrade our resort. I'm so terrified of the wait since I have to pay for long distance charges I'm waiting til next month. Hopefully it will calm down.

 

[nuge67]

Anyway you cut it, it is very bad customer service, more so for a place like Disney.

And for those saying one should only call Disney during work hours, that is an insult. What if a person or family works full-time and cannot call Disney until night time or the weekends, then maybe they should take their business and money elsewhere?

What if they do call during work hours, which it appears many have been doing and having the same negative results, should they take their business and money elsewhere?

What about those living overseas or in different time zones, they also shouldn't bother calling or visiting Disney as well unless they call Disney between 9-5 DISNEY time?

I can bet you right now that those who run Disney, not those are these boards, would be furious about such wait times no matter what time or day or night it is, it is bad for Disney...
JMO

 

[nuge67]

Is there some rule on this site that you have to be as rude and condescending as possible as often as possible? The OP may have chosen to stay on hold longer than some, hoping to just get a hold of SOMEONE who would fix her issue, but I really don't see how that should push anyone else over the edge! Geez people, be nice already! Some of these replies are just rude.

It is tough for a newbie or someone not up to date or their standards to ask a question here, I mean, this is suppose to be the best place to ask a question about Disney, isn't it?

 

[smitch425]

Thanks. That's exactly right - only recently did we Discover that for some reason I was not on the ME Reservation. While there are a group of us, my baby and I are flying in from a different city earlier in the day. Without ME I would be juggling his stroller, his diaper bag, our luggage and the baby all by myself. So yes, I had no choice but to wait on hold again in the hope that someone would be able to help - eventually.

I am aware that I can get on the ME without the luggage tags in 3 weeks, but collection my luggage to hand it off at ME defeats the whole purpose of the service for me.

And call me crazy, but if my employer can beta-test a website before releasing it shouldn't Disney be able to do the same?

Sorry you had a lot of wait time, but for future reference, if you are without your yellow ME tags, you can just give your regular luggage claim tags to the ME staff and they will collect your bags for you while you just get on the bus.

And to the posters saying that others have been rude, I think OP was a bit rude as well in stating that "Disney apologists" need not respond. Just because one has a differing view does not make them a Disney apologist. If anyone starting a thread wishes to exclude certain people from posting in it, then the thread should not be started to begin with. A public forum is open to anyone and everyone.

Have a safe and great trip, OP!

 

[metzgardesign]

Hate to piddle on your rice puffs, but this is a public forum and anyone who wants to can respond to any post.

The fact is that there has been a perfect storm of problems with the Disney reservation system that has been going on for well over a week now. If you had been on the Dis during that time you would have known about it.

Disney tried to launch a brand new website and it has failed miserably, with many, many technical glitches, causing the website to crash occasionally, prevented guests from making online reservations or changes to reservations, and causing the computers that the Phone CMs use to crash repeatedly.

On top of that Disney launched a brand new spring discount that has caused a predictable surge in phone traffic.

Add these together and you get tremendous demand on the reservations center and prolonged waits on hold.

In another day or so the majority of these calls will have shrunk to a dull roar and you will most likely be able to conduct your call in a more timely manner.

Sorry if this Disney apologist has taken up too much of your time.

None of that SHOULD be the OP's concern. The Disney folks dropped the ball in EVERY reason you posted above.

One should not have to go to the DisBoards to verify if the WDW reservations system is crapping the bed or not.

One should be able to call the reservation system of an established tourist destination, and expect relative ease of use, competent representatives, and satisfactory service.....regardless of whatever internal issues they seem to be having. Yes?

Or is WDW exempt from that expectation? And if so....then for how long are they exempt?

 

[lorenni]

That wouldn't have done me much good, since according to the CM #3 I would not have been able to get ON the bus, with or workout luggage, because they had my son in 2 rooms yet in no rooms.

Yes, anyone can post replies. However I find replies telling me that the wait is my own fault because I'm not breaking my employer's policy and making personal calls during work hours to be useless at best. Hence the suggestion that those who reply only to defend Disney can save their time.

Finally - just because people have the "right" to post that doesn't mean everything they say has value or should be posted. Some people on here just like the "sound" of their own Internet voices. Always makes me wonder what they are like in real life!

 

[aaarcher86]

Disney won't hire more phone CMs who they'll just have to let go when everything gets up and running. It's not typically like this at all. I'm hoping they go back to the old website until the new one is in working order.

Reasons as to why the phones are atrocious have been listed and are 100% correct. Does it make it easier on guests calling? No. I'm sure Minnie Mum isn't happy about the long waits either, and doesn't think everything going on is a big excuse, but they're absolutely contributing factors and reasons for lots of the complaints many people have had. And it's easy to get someone on the phone and chew their ear out when they have no control over what is happening. I personally, feel bad for the phone CMs right now.

Sorry you had a lot of wait time, but for future reference, if you are without your yellow ME tags, you can just give your regular luggage claim tags to the ME staff and they will collect your bags for you while you just get on the bus.

And to the posters saying that others have been rude, I think OP was a bit rude as well in stating that "Disney apologists" need not respond. Just because one has a differing view does not make them a Disney apologist. If anyone starting a thread wishes to exclude certain people from posting in it, then the thread should not be started to begin with. A public forum is open to anyone and everyone.

Have a safe and great trip, OP!

Agree with this 100%.

None of that SHOULD be the OP's concern. The Disney folks dropped the ball in EVERY reason you posted above.

One should not have to go to the DisBoards to verify if the WDW reservations system is crapping the bed or not.

One should be able to call the reservation system of an established tourist destination, and expect relative ease of use, competent representatives, and satisfactory service.....regardless of whatever internal issues they seem to be having. Yes?

Or is WDW exempt from that expectation? And if so....then for how long are they exempt?

I agree - Disney has dropped the ball big time with the website. And no one should have to come here to see if things are working properly before making decisions or calling, etc. But, that's where we are at unfortunately. No one should HAVE to - but it will probably help their sanity if they DO.

That wouldn't have done me much good, since according to the CM #3 I would not have been able to get ON the bus, with or workout luggage, because they had my son in 2 rooms yet in no rooms.

Yes, anyone can post replies. However I find replies telling me that the wait is my own fault because I'm not breaking my employer's policy and making personal calls during work hours to be useless at best. Hence the suggestion that those who reply only to defend Disney can save their time.

Finally - just because people have the "right" to post that doesn't mean everything they say has value or should be posted. Some people on here just like the "sound" of their own Internet voices. Always makes me wonder what they are like in real life!

The third CM was incorrect. I think the hold being your fault comment was in regards to someone thinking you held for 5 hours straight (which would be crazy in my opinion as well!).

Hopefully everything worked out and got fixed. If it didn't, you've gotten some advice on how to deal with it at least.

 

[smitch425]

That wouldn't have done me much good, since according to the CM #3 I would not have been able to get ON the bus, with or workout luggage, because they had my son in 2 rooms yet in no rooms.

Yes, anyone can post replies. However I find replies telling me that the wait is my own fault because I'm not breaking my employer's policy and making personal calls during work hours to be useless at best. Hence the suggestion that those who reply only to defend Disney can save their time.

Finally - just because people have the "right" to post that doesn't mean everything they say has value or should be posted. Some people on here just like the "sound" of their own Internet voices. Always makes me wonder what they are like in real life!

I guess I am not understanding why you even bothered posting in the first place. You didn't ask any questions or want advice, so I guess it was just a vent post??? Did you expect everyone who posted to just say "you're right, Disney sucks"? I mean, this is THE #1 place for those who love Disney to post so you are going to get a lot of Disney defenders. There are posters who posted in the thread who offered up some good advice. Sometimes you just have to take the bad with the good.