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]

Originally Posted by 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.

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]

Originally Posted by lorenni

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]

Originally Posted by 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.

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.

[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]

Originally Posted by 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.

Well said.

[nuge67]

Originally Posted by 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.

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?

[parith1114]

Originally Posted by 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.

Amen! I am so tired of the terrible attitudes if someones post is not flattering to Disney. The fact is we are all Disney fans, but they aren't always right, and they certainly make mistakes.

I checked in on Jan. 2 at CSR to find out my HUSBAND wasn't on my reservation. It was our "familymoon." It took over two hours to get it all straightened out. The mistake was made by Disney reservations. I had made a change, verified it, corrected her, verified it again, and they still got it wrong. I'm sure someone will let me know that since I made a change it was my fault. The reality is that this multi million dollar company needs to invest in a really good IT team!

[minnie mum]

Originally Posted by lorenni

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.

[metzgardesign]

Originally Posted by minnie mum

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]

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...