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Old 07-22-2014, 08:00 PM   #61
MsThumper
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Originally Posted by wdwfan View Post
I just read through this entire thread...I'm utterly amazed at the gang attack that has transpired here. Once a few people make a point... out of the woodwork comes this full frontal attack from posters with nothing helpful, just angrily worded sentiments. Four pages of negativity. smh
Well, if he didn't want people's opinions, he shouldn't have posted. If you're so disturbed by this, perhaps you should report it to the moderators to have the thread closed.

How many negative posts should be permitted?

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Old 07-22-2014, 08:33 PM   #62
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You aren't asking for some form of compensation, but you also aren't happy with an apology and assurance they will speak to the staff. So what would you have preferred?

People staring at me for long periods of time make me uneasy. People so close to me in line that I can feel their breath on my neck make me uneasy. Milk left on the counter overnight makes me uneasy. What about a phoned apology 7 months after the fact and a week or so after contact makes you feel uneasy?
That is a fair question. And when I wrote this post I wasn't exactly sure myself. But since, and due to people thinking I wanted some compensation from this, I have thought about it more and might be able to clarify.

I was uneasy because the CM I talked to, while offering an apology, seemed to have no interest in discussing what actually happened. No reiteration of his understanding of the incident, no request for clarification, no desire to understand how the incident affected the rest of our vacation. Nothing. Either I am a GREAT writer and perfectly conveyed everything, or the CM wasn't interested. When the very shot call ended I thought to myself, what just happened? It certainly wasn't pixie dust, magic, or any of the other ways people often refer to Disney customer service.

I don't buy the argument that the brevity and lack of interest in discussing the details is due to the late email. I do understand that there is little concrete that could be done other than communicating the situation to current CMs. That's a mistake on my part.

Maybe you don't understand my point, fair enough. But the accusatory tone is uncalled for. But I wish you good luck with all your future dealings with Disney and that you never have an experience with Disney such as mine.

Lastly, a couple of loose ends:

Compensation expected? Compensation is irrelevant as I never asked for any and none was expected. Compensation was brought up by a PP.

Pixie dust expected? I was simply hoping that my wife would be allowed to sleep in the room until the new one was ready. Would a standard hotel let us do this? Maybe not. I was hoping for more from Disney.

Leaving my wife to handle the room change? I told my wife to call when the room was ready so I could come back and handle it. When she was called and told the new room was ready she thought she could handle it. I called her that morning to checkup. When the new room was eventually ready I went to the front desk to handled the change, then went back to the first room and escorted my wife and our luggage to the new room, as I had always planned to do.

Desired outcome at Disney? The front desk would have called to say the new room was ready. My wife would have called me (she didn't, our fault) so I could come back to the resort. The room really would have been ready so that I could have finalized the room change move us to the new room. Didn't quite happen that way....

Desired outcome of call? The CM on the phone call would have indicated in some way, any way, that he was knowledgable of the situation so that I could be confident he was sincere and the details were understood and could be used to possibly educate CMs, where ever they might be. Didn't quite happen that way....
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Old 07-22-2014, 08:36 PM   #63
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Originally Posted by wdwfan View Post
I just read through this entire thread...I'm utterly amazed at the gang attack that has transpired here. Once a few people make a point... out of the woodwork comes this full frontal attack from posters with nothing helpful, just angrily worded sentiments. Four pages of negativity. smh
Thanks for the your understanding.
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Old 07-22-2014, 08:59 PM   #64
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I'm still curious, so I'll ask again - where you staying on a cash reservation via CRO or did you rent points from a DVC member?
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Old 07-22-2014, 09:09 PM   #65
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Pixie dust expected? I was simply hoping that my wife would be allowed to sleep in the room until the new one was ready. Would a standard hotel let us do this? Maybe not. I was hoping for more from Disney.
Isn't that what they did? Along with foregoing the tropical late check out fee that is often charged to stay in the room late?

I'm sorry you feel the CM wasn't as engaging as you would have liked. I guess I just don't see the necessity for a thread about that sole issue, but different strokes. Compensation was brought up by a PP because it's the only logical conclusion many of us are drawing as the expected outcome.

Personally, Disney may not have handled it exactly to your liking but there were also things you could have done to make things easier on yourself/wife. I guess, IMO, it's just time to move on. Do you have an upcoming trip in the works?
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Old 07-22-2014, 09:12 PM   #66
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It really kind of surprises me that Disney called about this "issue" at all. I would see a problem if Disney had instigated the room change. They didn't, you asked for it. If your wife was too sick to be out of a room then you should have asked for the switch to be postponed. You asked for the switch and you left your ill wife and went to the Park. She chose to try to deal with the situation alone. None of these issues were caused by Disney or any cast member. It's no fun to be ill on vacation, been there, done that. I'm sorry it happened to your wife and hope that your next trip will be meet with good health and lots of pixie dust!!!
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Old 07-22-2014, 09:37 PM   #67
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I get being upset. Those apology calls from Disney can be a real let down.
To keep it short- we went through a customer service incident last year that was pure hell. It cost us money and took up an entire night of our stay, involved direct insults from cast members and a manager working at Disney essentially making clear that I personally shouldn't vacation at Disney anymore. (if it sounds bad, trust me it was worse than it sounds)
I complained while I was there, I wrote a letter when I got back, I listed exact CMs who were involved both positive and negative. I got advice on the boards to write to a specific person. I wrote to an important person's office and got a call back.

All I wanted was for somebody to simultaneously apologize and sound like they cared. I didn't get that at all when they called. I essentially got the "I'm sorry you were upset by an experience, thank you for reporting it." Which actually just made me more sad when I got off the phone. I actually called back specifically to let them know that all I wanted was for somebody to act like they cared when they apologized, even if it was fake. At that point they offered me a small token which I appreciate, but for reference it's on par with and often less than I'm seeing people get when they have a minor FP glitch or have to wait 10 minutes for a magic band to work correctly. Even though it was last August I got a call this past week from somebody who was forwarded an old email, and that woman, who was easily the 20th person I've spoken to did apologize and you could tell she read the situation and truly felt for me. That was all I had wanted the entire time. I've had anxiety planning our trip that melted away somebody just gave me an actual apology.
It's stressful not to get that so I get why when you get that shallow apology it just leaves you getting off the phone thinking "what the heck was that?"

I'm sorry your wife had such a stressful day, that sucks. The up side is maybe the right people will read your complaint and it will prevent a similar issue happening to another.
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Old 07-22-2014, 10:36 PM   #68
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I think it would be really interesting to run damage control for disney. How many complaints you think they get a day? Let's say anywhere from 200-500 a day. That's probably pretty low. That's 6000-15000 complaints a month. Imagine having to apologize to all those people. Listening to all that whining all day. Apologize for the smallest things. "Im so sorry.....blah blah blah." When I call a big company about a complaint I guess I just expect that they don't care. At least not in that compassionate way. They might care as far as improving protocol but they don't truly care.

Very few people in those positions really care and if you happen to get that person who SOUNDS like they care they're either new, or they've just perfected fake empathy. It's a rough world out there. It's pretty safe to say that no person on the end of the phone getting paid $10 bucks an hour is going to CARE about your 7 month ago inconvenience. Sad but true.
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Old 07-22-2014, 11:09 PM   #69
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Old 07-22-2014, 11:19 PM   #70
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Sorry but this wasn't a forced room change. This was their request. Again if it were ME and I were that sick there is no way on gods green earth I would ask for a room change. Whatever room I parked my carcass in would be the room I stayed in.

Secondly so they said her room was ready what was she going to do? Go take the ready room and leave her luggage in the old room while disney patiently waits for family to come back from the parks? Was she going to drag the luggage to the new room herself? Sorry but the OP left his wife completely hanging. He should have been the one handling the room change. Disney is now looking like the one who dropped the ball because they didn't take extra special notes on sickly wife. He left it all in her hands and when things didn't go according to plan (which happens A LOT) she got upset. Honestly I probably would too but again I wouldn't put myself in that position to begin with.

Moral of the story......don't expect disney to take extra special care of your sick loved ones.... that's your job!
Agreed, 100%! Thanks for the mind-meld and saving me from typing all that!
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Old 07-22-2014, 11:58 PM   #71
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Originally Posted by HiHoWeGo View Post
That is a fair question. And when I wrote this post I wasn't exactly sure myself. But since, and due to people thinking I wanted some compensation from this, I have thought about it more and might be able to clarify. I was uneasy because the CM I talked to, while offering an apology, seemed to have no interest in discussing what actually happened. No reiteration of his understanding of the incident, no request for clarification, no desire to understand how the incident affected the rest of our vacation. Nothing. Either I am a GREAT writer and perfectly conveyed everything, or the CM wasn't interested. When the very shot call ended I thought to myself, what just happened? It certainly wasn't pixie dust, magic, or any of the other ways people often refer to Disney customer service. I don't buy the argument that the brevity and lack of interest in discussing the details is due to the late email. I do understand that there is little concrete that could be done other than communicating the situation to current CMs. That's a mistake on my part. Maybe you don't understand my point, fair enough. But the accusatory tone is uncalled for. But I wish you good luck with all your future dealings with Disney and that you never have an experience with Disney such as mine. Lastly, a couple of loose ends: Compensation expected? Compensation is irrelevant as I never asked for any and none was expected. Compensation was brought up by a PP. Pixie dust expected? I was simply hoping that my wife would be allowed to sleep in the room until the new one was ready. Would a standard hotel let us do this? Maybe not. I was hoping for more from Disney. Leaving my wife to handle the room change? I told my wife to call when the room was ready so I could come back and handle it. When she was called and told the new room was ready she thought she could handle it. I called her that morning to checkup. When the new room was eventually ready I went to the front desk to handled the change, then went back to the first room and escorted my wife and our luggage to the new room, as I had always planned to do. Desired outcome at Disney? The front desk would have called to say the new room was ready. My wife would have called me (she didn't, our fault) so I could come back to the resort. The room really would have been ready so that I could have finalized the room change move us to the new room. Didn't quite happen that way.... Desired outcome of call? The CM on the phone call would have indicated in some way, any way, that he was knowledgable of the situation so that I could be confident he was sincere and the details were understood and could be used to possibly educate CMs, where ever they might be. Didn't quite happen that way....
I guess I still don't understand why after 7 months you would complain about this .

Disney is not above making mistakes - Disney dropped the ball - but so did you. You left your sick wife, your sick wife attempted to deal and not bother you.
You requested the room change for whatever reason, wife was so ill she couldn't leave the room, IMHO right there I would have stayed where I was, but you chose to keep the request. This was not a hotel room - but a DVC room, things are different. You SHOULD have been billed for a cleaning fee and late check out, which Disney did not do to you.
Sounds like the front desk had no idea how sick you wife (Disney communication issue) was when they asked her to come down and do the paperwork, very common, if we arrive at 9:00am, you do the paperwork and get a text when your room is ready, then come back and grab your keys (but I'm sure its different now with Magic Bands)
WHY did you not complain at the Front Desk that day, so that the problem could have been resolved and it would have been much easier to figure out who dropped the ball.
IMHO, sending an email 7 months later, and not feeling "pixie dust" after the phone call is kind of silly - again IMHO I am sure the CM was puzzled as well why after 7 months are you complaining about this. When YOU went to the front desk, did you not mention it then? Try to find out why the ball was dropped?
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Old 07-23-2014, 12:22 AM   #72
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With all due respect, Disney didn't drop the ball. You did when you left your sick wife alone to deal with a room change. It is no simple thing. Besides registering for the second room there is the luggage to deal with. Unless you expected them to let you store your luggage in the first room until you showed back up?

7 months after the fact is way to late to register a complaint and expect any sort of helpful response. I'm not sure what you think they can do about the situation now.
Disney will move luggage for you, it's called Bell Service.

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I just read through this entire thread...I'm utterly amazed at the gang attack that has transpired here. Once a few people make a point... out of the woodwork comes this full frontal attack from posters with nothing helpful, just angrily worded sentiments. Four pages of negativity. smh
Totally agree.
Sadly Dis is known for this which is why for the most part I stay away from the general posts.
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Old 07-23-2014, 12:32 AM   #73
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I think it would be really interesting to run damage control for disney. How many complaints you think they get a day? Let's say anywhere from 200-500 a day. That's probably pretty low. That's 6000-15000 complaints a month. Imagine having to apologize to all those people. Listening to all that whining all day. Apologize for the smallest things. "Im so sorry.....blah blah blah." When I call a big company about a complaint I guess I just expect that they don't care. At least not in that compassionate way. They might care as far as improving protocol but they don't truly care. Very few people in those positions really care and if you happen to get that person who SOUNDS like they care they're either new, or they've just perfected fake empathy. It's a rough world out there. It's pretty safe to say that no person on the end of the phone getting paid $10 bucks an hour is going to CARE about your 7 month ago inconvenience. Sad but true.
I felt the need to let Disney know of my displeasure regarding a few things from my past trip and got a call back. The CM seemed very genuine and we had a great chat. In fact, we ended up talking for 15 minutes about other things such as HI, family and future plans.

Of course, I am a very charming and engaging gentleman so that probably had something to do with it. .
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Old 07-23-2014, 12:41 AM   #74
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Disney is really, really good about following up with complaints. You will get a phone call, you will get sympathy, and probably an apology, too. But I have my doubts as to whether they really follow through with "forwarding the complaint to the hotel" or whatever they tell you they are going to do. I think they just want you to think it's "all better" and to feel good about the fact that your letter was acknowledged.

I think, as others have suggested, that if you ever want real action taken or any sort of compensation, you have to go directly to the front desk during your stay.

Sorry for your wife's hassle, though, OP! I've been sick with a stomach bug at Disney before and it is NO FUN at all, especially being stuck in the room and forfeiting time at the parks while everyone else is out having fun.
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Old 07-23-2014, 12:55 AM   #75
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Not here to pile on the dog.

I lean more towards the crowd of most on this thread.

However I will say this.
1- Whenever I have an issue or have a special situation, I always go to the front desk (Disney and non-Disney hotels). This way they connect with me, I can see them making notes, if I see a supervisor down there I may ask for their input as well. AND I thank them for their time and all of their help.

2- In a situation like the one stated here I would follow-up with either call and ask for the person I just spoke to (or stop by the desk on my way out), thank them and or let them know my wife is resting and make sure they had my phone number if I was going to get the kids out of the room (don't need them getting sick), probably would stay close by, but depending on what was planned, my wife would want the kids to enjoy the day. It would have to be a case by case situation. Also if the person I spoke to originally wasn't at the desk (break or shift is over), it gives me a chance to make sure the staff is aware.

3- For those saying for $400 a night you shouldn't have to, or that the hotel should be responsible, thats fine but its your family, go the extra step to make sure its done the way you want. Also people confuse hotel price with level of service. Its not the Plaza in NewYork, the rates are based on "Deluxe" of course but your paying for location location location (but I digress, thats for another thread).

4- While not always possible if there is a legitimate issue, talk to someone as soon as possible. For me if I let it stew it just bothers me the rest of the vacation, if I address it, and they fix the issue its over and I can move on. Over the past 20+ years of visits I have had a few non perfect times. For the most part when they were brought up they were addressed an I was satisfied.

5- Last thing (I promise) When it can be addressed right away AND you don't like the response or you feel they are just blowing you off you can escalate to the next level of mgt if necessary. I do understand the OP not feeling "the love" when talking to cast member, 7 months is just to far along to expect otherwise.
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