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Old 09-23-2012, 05:18 PM   #1
Mel90210
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Yesterday...GAC snafu....weather..crowds and stolen merch

Well yesterday we headed to the happiest place on earth......and it was sooooo warm...horribly warm. And it was very crowded.....I was surprised because it wasn't as decorated Halloween'd (if such a word..lol) out as I had seen in years past. We obviously had our GAC and could not get help from a cast member that was standing there, and turned and laughed at us and another family in a wheel chair. I then went to City Hall and had to plead with the cast member to call a supervisor......in the meantime the other family he laughed up showed up and wanted to lodge a complaint about the castmember. It's strange how much you bond with strangers in lines. Then the topping on the sundae was my stupid choice to leave a bag of merchandise in the stroller while on Haunted Mansion. We came out to have our stroller moved in a really random spot with no other strollers. I felt horrible as we only did 4 rides total ...and when I flagged down a CM he got security involved. I assumed since our day has really really gone down hill at this point...that we would just have to re purchase the toys. Imagine my surprise when security was called and we located the stroller he asked for my receipt and my AP..and then said he was he was escorting us up front to get our merchandise compliments of Disneyland. I broke into tears....traveling with a challenged child is hard enough...and then to be laughed at....to end with the kindness of Disney was overwhelming!!!! I cannot thank them enough...and will continue to spend all hard earned money there. When the chips where down...Disney came through. Thanks to Mike in security for being understanding ..going the extra mile..and appreciating my son's handicap and entertaining him while mom re shopped for our 147.00 in merchandise!!! I heart you Disney!!!!
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Old 09-23-2012, 05:31 PM   #2
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So sorry to hear about your unmagical experiences, but very glad to hear about the great ending to your day. Yes, lesson learned about leaving anything of value in strollers -- we have friends who experienced that same thing last year. Much as I'd love to think that everyone at DLR is honest, it just isn't so.
Did you report the rude CM to City Hall? (I know you said the other family did, but I hope you did, too.) And did you put in a compliment for Mike? If not, please call or email Disney to do this. Good service needs to be noticed and bad service must be addressed. Your response to Disney about these experiences will help future guests.
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Old 09-23-2012, 05:32 PM   #3
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That was very nice of them to help you get your merchandise again. And now, unfortunately, you've joined those of us who have had things stolen, and who will now urge others to stop leaving things in their strollers!


I'm glad that you made a complaint against the bad CM. I do hope you made just an official "thank you" to the good CM!
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Old 09-23-2012, 05:37 PM   #4
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How rude of those people treat you and your son like that. This angers me. I'm glad you were able to get your merchandise back.
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Old 09-23-2012, 05:43 PM   #5
Mel90210
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honestly the same little voice that told me to keep my receipt in my "pouch" instead of in the bag...told me to take the bag with me....and I did not listen to that last one. So many voices in my head...lol. And I can pretty much pin point when it happened. We had to put his stroller in the roped off handicapped area and put the bag in where Hunter would have sat. So obviously a cast member didn't move my stroller (as they do when we get excited and jam up areas with our strollers..lol) because it was by the snack bar area not the "holding" area by the strollers. I really really really appreciate what Mickey and his friends did for us...I didn't even get into the whole CM laughing with the security guard.....I really didn't want to get into how our day had gone so far when he asked.
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Old 09-23-2012, 06:40 PM   #6
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im glade it all worked out but i woulda had the cm laughing at you fierd. how dare they
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Old 09-23-2012, 06:58 PM   #7
Mel90210
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I had to pressure the CM to even get his manager....he just kept saying sorry...and while I appreciated it....he had two seperated people that had never met before that faithful incident complaining about the same thing/and person. The manager said he will call over and complain to his manager. What irratates me is they didn't take my personal information for someone to contact me back. Not that I care what happens to said CM...it just makes me want them to follow through. I really can't say it isn't my business....but after filing a complaint that is all I can do.
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Old 09-23-2012, 07:42 PM   #8
twinkletink
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I am sorry to hear about the rotten CM and yahoo for the good one.

If I were you I would follow up with an old fashioned snail mail letter...about both incidents. Nothing shows how serious the incident was like taking the time to hand write a letter. The negative CM deserves the scolding and the positive one the kudos.
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Old 09-23-2012, 08:23 PM   #9
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Quote:
Originally Posted by twinkletink View Post
I Nothing shows how serious the incident was like taking the time to hand write a letter. The negative CM deserves the scolding and the positive one the kudos.
FWIW, when I've complained or complimented, they have me write it out on their form there at City Hall. And it's taken seriously. I believe that they take things more seriously when they are dealt with *at the time*.

And while a letter or phone call back would be nice, they aren't going to tell the OP the outcome of it all, so there's really nothing more they would do. Know what I mean? The forms that are filled out go in the CM's file, from what I've learned here, and are looked at.
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Old 09-23-2012, 08:25 PM   #10
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I'm glad to know your bad day had a magical ending
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Old 09-23-2012, 08:28 PM   #11
twinkletink
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Quote:
Originally Posted by bumbershoot View Post
FWIW, when I've complained or complimented, they have me write it out on their form there at City Hall. And it's taken seriously. I believe that they take things more seriously when they are dealt with *at the time*.

And while a letter or phone call back would be nice, they aren't going to tell the OP the outcome of it all, so there's really nothing more they would do. Know what I mean? The forms that are filled out go in the CM's file, from what I've learned here, and are looked at.
Dealing with it at the time is fantastic...showing that it worth the time to follow up just speaks even louder. The letters will also show up in their files.

As someone who works in HR, when someone follows up a complaint after we take it more serious because it shows that it wasn't the heat, the crowd, just a bad day...it shows that the incident was so serious that after reflection it is still worth that persons' time to write.

JMHO, YMMV
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Old 09-23-2012, 08:43 PM   #12
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I'm glad your day ended up better than it started.

If you don't mind me asking, what do you mean by the CM laughed at you? I've had rude CMs, but never anyone mocking me (sometimes they joke around with each other and ignore us, but never directly at us for anything).
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Old 09-23-2012, 08:49 PM   #13
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I'm so glad your day ended on a better note.
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Old 09-23-2012, 09:05 PM   #14
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Clearly none of us were there and it's impossible to know, but are you sure the CMs were laughing at YOU? As opposed to something else that was happening. They deal with guests all day long and seeing someone in a wheelchair is not a rare moment at all. I can't get my head around why they would be laughing at you/your group.

Anyhoo, there is quite a bit of discussion here on DIS about whether to leave items in a stroller or not. Sad to hear your items were taken, but how incredibly lucky that they were only souvenirs and not valuables or anything that could not be replaced. And WOW how amazing of Disneyland to replace it all for you and give you a happy end to your evening. Glad your night had a happy ending.

Just thought I would add: I hope you have contacted the appropriate people to thank and recognize Mike. Companies get complaints all the time. It is so rare that someone puts in equal energies to praise someone. Just human nature, I suppose.

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Old 09-23-2012, 09:16 PM   #15
Malcon10t
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I am curious also. Where were you needing help, and how were they laughing at you or your needs?

I'm glad Mike was able to help you. I hope you do follow up with Disney on both accounts. For the complaint, the more "just the facts" you make it, the more seriously they will take it.
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