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Old 04-17-2013, 06:46 AM   #1
bas71873
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WDW website - I think it "crappy" on purpose!

I'm convinced more and more that WDWs web issues are intentional so that you get so frustrated that you are forced to call and deal with CMs.

I've been trying for DAYS to price out a room/package for our late Nov/early Dec trip now that airfare has been released and I'm having to shift my dates by a day or two; but the site will NOT let me edit the package I was playing weeks ago that is still in my "cart". There's no excuse for a company like Disney to have such a buggy, NON-user friendly website.

Sorry, just needed to rant for a second.
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Old 04-17-2013, 06:50 AM   #2
msjprincess
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Originally Posted by bas71873 View Post
I'm convinced more and more that WDWs web issues are intentional so that you get so frustrated that you are forced to call and deal with CMs.

I've been trying for DAYS to price out a room/package for our late Nov/early Dec trip now that airfare has been released and I'm having to shift my dates by a day or two; but the site will NOT let me edit the package I was playing weeks ago that is still in my "cart". There's no excuse for a company like Disney to have such a buggy, NON-user friendly website.

Sorry, just needed to rant for a second.
I doubt that. Most companies would prefer you use their website over calling. The less people that call the less employees they need.
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Old 04-17-2013, 07:02 AM   #3
gert
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I build web & mobile apps for a living, and with Disney's I get the impression that their problem is more it's an old legacy system that's been added to and "upgraded" over the years. It's just a hunch, really, but I've dealt with old systems that have had features added to the point that it becomes like franken-software - just pieces of new and old that don't really go well together.

Sometimes with old systems it's best to just trash them and build something fresh from scratch, but that requires a buy-in from upper management. Upper management will sometimes opt for a quick fix because it's cheaper instead of a major overhaul and rebuild. As an app developer, it's a miserable situation to be in.
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Old 04-17-2013, 07:05 AM   #4
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I have been trying to price some packages myself and it has been frustrating! I like to take my time and try different options and I would not want to keep calling customer service.
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Old 04-17-2013, 07:09 AM   #5
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Originally Posted by gert View Post
I build web & mobile apps for a living, and with Disney's I get the impression that their problem is more it's an old legacy system that's been added to and "upgraded" over the years. It's just a hunch, really, but I've dealt with old systems that have had features added to the point that it becomes like franken-software - just pieces of new and old that don't really go well together.

Sometimes with old systems it's best to just trash them and build something fresh from scratch, but that requires a buy-in from upper management. Upper management will sometimes opt for a quick fix because it's cheaper instead of a major overhaul and rebuild. As an app developer, it's a miserable situation to be in.
Funny, this is exactly what I was thinking. I always seem to get hired in to fix these types of situations. Management never wants to hear that it is best to start fresh, they just keep trying to cobble the old stuff onto the new resulting in a big mess!
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Old 04-17-2013, 07:48 AM   #6
momofkids
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Originally Posted by bas71873 View Post
I'm convinced more and more that WDWs web issues are intentional so that you get so frustrated that you are forced to call and deal with CMs.

I've been trying for DAYS to price out a room/package for our late Nov/early Dec trip now that airfare has been released and I'm having to shift my dates by a day or two; but the site will NOT let me edit the package I was playing weeks ago that is still in my "cart". There's no excuse for a company like Disney to have such a buggy, NON-user friendly website.

Sorry, just needed to rant for a second.
Have you tried a different web browser? I use Mozilla and haven't had an issue pricing different packages.
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Old 04-17-2013, 07:51 AM   #7
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Quote:
Originally Posted by bas71873 View Post
I'm convinced more and more that WDWs web issues are intentional so that you get so frustrated that you are forced to call and deal with CMs.

I've been trying for DAYS to price out a room/package for our late Nov/early Dec trip now that airfare has been released and I'm having to shift my dates by a day or two; but the site will NOT let me edit the package I was playing weeks ago that is still in my "cart". There's no excuse for a company like Disney to have such a buggy, NON-user friendly website.

Sorry, just needed to rant for a second.
Unfortunately the phones aren't much better. I used to be able to call Disney and get right through. For my last trip in August and the upcoming trip I have for April, I've been trying to call and I am on hold forever.

Yesterday I was on hold for 10 minutes and decided to give up. I called at a completely different time of day and was holding for 30 minutes back in January....it's ridiculous.
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Old 04-17-2013, 08:05 AM   #8
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I doubt that. Most companies would prefer you use their website over calling. The less people that call the less employees they need.
Agreed....I just think its a big site with a lot of legacy code.
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Old 04-17-2013, 11:32 AM   #9
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Quote:
Originally Posted by bas71873 View Post
I'm convinced more and more that WDWs web issues are intentional so that you get so frustrated that you are forced to call and deal with CMs.

I've been trying for DAYS to price out a room/package for our late Nov/early Dec trip now that airfare has been released and I'm having to shift my dates by a day or two; but the site will NOT let me edit the package I was playing weeks ago that is still in my "cart". There's no excuse for a company like Disney to have such a buggy, NON-user friendly website.

Sorry, just needed to rant for a second.
Sorry, but to be blunt, that just doesn't make sense. Why would any corporation who relies on customer satisfaction intentionally design a web site that would frustrate and upset their customers? Why would they want to force customers to use the phone system, which is much more expensive for them to run?

I agree that the new system sucks. It is an embarrassment, and I hope heads have rolled. And the phone system has had long wait times since the online system went live because of this. When making reservations for our last trip I think I waited all of 30 seconds to talk to a CM. For our upcoming visit it was more like 30 min! I distrust this new system so much that I am pretty much ignoring the whole MDE thing until they get it right. We'll use it in the parks for wait and fastpass times and that's it.
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Old 04-17-2013, 11:34 AM   #10
bas71873
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Originally Posted by minnie mum View Post
Sorry, but to be blunt, that just doesn't make sense. Why would any corporation who relies on customer satisfaction intentionally design a web site that would frustrate and upset their customers? Why would they want to force customers to use the phone system, which is much more expensive for them to run?

I agree that the new system sucks. It is an embarrassment, and I hope heads have rolled. And the phone system has had long wait times since the online system went live because of this. When making reservations for our last trip I think I waited all of 30 seconds to talk to a CM. For our upcoming visit it was more like 30 min! I distrust this new system so much that I am pretty much ignoring the whole MDE thing until they get it right. We'll use it in the parks for wait and fastpass times and that's it.

Of course it doesn't make sense.....hence my rant. Wasn't meant literally!
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Old 04-17-2013, 11:49 AM   #11
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I agree. If you don't like talking to people you can wade though the website but the rest will give up and call. Calling gives the CMs a chance to upsell you on packages, insurance, tickets and so on. And they can be quite aggressive some times. I am DVC and it still takes me 5min of saying no to get off the line.
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Old 04-17-2013, 12:55 PM   #12
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While I don't believe it's crappy on purpose, I definitely believe it is crappy.
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Old 04-17-2013, 02:43 PM   #13
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Crappy.

Yes.

I don't bother any longer.

I like to call and speak with a magical CM.

If I happen to get one that is less than magical, I'll thank them, hang up and call again.

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