Frustrated with Lack of Customer Service

[DollBabyKG]

So, I've been trying to buy tickets since yesterday. I have a corporate rate which will save me about $150 over regular gate prices, and is processed through Disneyland's own Disneyland.com website. I also purchased $1000 in gift cards at Target to save an additional $50. I get all the way to the end of the transaction, after I've entered my Gift Card and Disney Visa Number and it will not complete the transaction, just states "There is an error in processing your order, please try again later or call us if the problem continues."

So, after trying yesterday, and this morning with the same results, as well as trying to split the transaction so that the full balance can go on my gift card and still having no luck, I contacted Disneyland's customer service team, confident that they would be able to help me. Well, apparently, I shouldn't have been so confident. The first cast member I spoke with stated she was aware of an issue with the website, and that the IT team was working on it, and would have it fixed, but she couldn't guarantee it would be before we leave on Tuesday (with our first Disney day on Thursday). She could process an order over the phone, but she wouldn't be able to apply my discount. Obviously, I was not satisfied with paying an additional $150 because their website was malfunctioning, so I asked to speak with a supervisor.

The supervisor gets on the phone, and basically tells me the same thing, only she gets snippy with me, and tells me that there is, in fact, NO issue with the website, nothing wrong with it, and she has no idea why the other lady would tell me there is. She says she can forward the issue to the IT department, but can't guarantee it will be fixed, IF it's an issue with their site (which it clearly is, since the transaction occurs on the disneyland.disney.go website). She reiterates that they can do nothing about my discount, and doesn't understand why I'm so frustrated. Um, it's $150! That's why! I ask to speak to her supervisor, and she basically says nope, just me. You can call guest relations tomorrow, and that's it. She forwarded the ticket to IT and says to try it again tomorrow afternoon, and hope for the best, but chances are if it's not fixed, I'm going to have no other choice but to order my tickets at gate price and eat the $150. Oh, and when I mentioned that other members of disboards.com have been having similar issues since at least Wednesday, which concerned me with my timeframe she got even angrier, stating "I can't speak to anything if you're going to refer to private blogs or websites. Our website is working fine." Um, no obviously not if several people are reporting trouble utilizing the website to complete a ticket order.

This is so unacceptable to me. I have always had FABULOUS experiences with guest services and customer service on the rare occasion that we needed it. This time, not only was there no "magic," there wasn't so much as an "I'm sorry that this isn't working for you," absolutely no culpability, and no attempts whatsoever to truly rectify my situation. Maybe Disney has spent so many years raising prices that $150 sounds like chump change to them, but $150 is a significant amount of money we did not plan to spend additionally, and I expected at the very LEAST a little bit of empathy from those who should have been in a position to help. I've listened and read many complaints about the loss of magic from cast member interactions over the past few years, but I've not put too much stock in them, because we've had such good experiences in the past. But, apparently, the magic really is dwindling. I'm so disappointed and frustrated, and the thought of STILL not having tickets when we leave on Tuesday afternoon is stressing me out to no end.

 

[HydroGuy]

You have every right to be frustrated and Disney is messing up. From your description it sounds like you called someone in ticket purchases which makes sense. I would call or email someone in guest relations until you get someone who can help you. I would also keep track of each person's name you speak to - including the one's you spoke to already if you can remember.

This page may help if you have not found it yet: https://disneyland.disney.go.com/help/phone

 

[TravelandLeisure]

It is certainly Disney's website that is the problem! I tried for 3 days to purchase tickets and kept getting an error screen. The first time I called they admitted the website had a problem and told me to try in a couple of days. When it still wouldn't work I called back and they agreed to process over the phone and waive shipping. Thankfully I had several more weeks before my trip, so I could afford to wait the week it took for the tickets to ship. However, this solution won't work for someone with a limited amount of time. I completely understand your frustration. Keep calling until you get someone to give you what you need.

 

[Comicbookmommy]

I've had many difficult issues with Disney's Customer Service over the last couple years, in particular. Around when Carsland opened, things seemed to shift from a "We love our customers, and will do anything in our power to help" to "You're just one of millions and we can't be bothered by you" vibe. Last year I had an issue with their website error-ing out with a $700 purchase of Halloween Tickets on their website, where I was charged, but because of their error, I didn't get the tickets. I called them, and they said that the funds would be released back to me within 5-7business days. I told them that Halloween Tickets sell out for the dates I wanted, and I needed either the funds or the tickets NOW. Well, I got the same snotty attitude back. They did NOT care.

Same thing happened twice more this last year. We got sick on a Disney Cruise, and went straight to Disneyland after, and were too sick to travel home so were just stuck in an expensive on-site hotel for the entire stay. We talked to them while staying there and were assured that they'd help out with our next stay to "make it magical" for us. Well, next stay rolls around, and of course they deny they can do anything, even help with a discount for another stay at their hotels. I'm pretty upset at Disney as a whole right now.

The ONLY thing that got any movement to help from Disney (this was with the Halloween Tickets) was the threat to post negative reviews (and their realizing we have a rather large social media following). Suddenly things were all chirping birds and sunshine with them and they finally helped out.

Anyway, all that to say, I understand. Part of what made me fall in love with Disney all over again as an adult was the sense that they REALLY cared about their customers and how magical things were for them. Obviously there are a lot of individuals at Disney that care still, but the corporation seems to have lost their way.

 

[theluckyrabbit]

The OP needs to report this to Guest Services (use the link provided above). The Guest Experience team is very interested in making sure that things like this don't happen. Be as specific as you can with details (e.g. date, time, names of CMs, etc.). Keep the report unemotional and fact based. Most likely, someone will get back to you, either by phone or email, to discuss this further. We've reported probems in the past and received very good responses from Disney.

 

[anonymousegirl]

Same thing happened twice more this last year. We got sick on a Disney Cruise, and went straight to Disneyland after, and were too sick to travel home so were just stuck in an expensive on-site hotel for the entire stay. We talked to them while staying there and were assured that they'd help out with our next stay to "make it magical" for us. Well, next stay rolls around, and of course they deny they can do anything, even help with a discount for another stay at their hotels. I'm pretty upset at Disney as a whole right now.

Did the whole ship get sick? Was it NoroVirus? Was the Disneyland portion pre booked or just because you were too sick to travel?

 

[Indiana Scott]

I reported an unrelated issue to Guest Experience a while back and got a phone call from a manager. I was shocked at how fast they got to me and investigated the report. So do indeed contact them and report the matter!

 

[tarheelalum]

For a media company, Disneyland's website really sucks. It is very buggy and poorly designed.

 

[monorailrabbit]

I have had NOTHING but trouble with their website since around January. We haven't been able to even confirm our reservations, forget making payments. So I have to call in every so often to make our payments. When we first had the issue DH and I were so shocked at the lack of customer service or even acknowledgement that this was an issue for us we almost canceled our trip. Same snotty attitude as you guys were describing. One person even told me "I don't know why you are upset. Obviously you have no problem calling to complain, so just call and make your payments and check your stuff, it's not that hard." Wow. It's much more convenient to me to be able to view and pay online, but thanks. DH has said unless we are wowed by the park, he isn't dealing with DL again.

 

[Toy Story Fan]

This year I purchased over $800 worth of MVMCP tickets and have nothing to show for it. Was not able to print tickets like I wanted to and I never received the email you get after purchasing. I phoned twice and they said they can't do anything about it. They told me just go to the ticket window and show the credit card I paid with. You would think with technology today, you would be able to resend the email so I can print my tickets. All I have for evidence is my credit card statement. This makes me feel very uneasy. The CM's really didn't have a caring feeling and I felt I was being rushed off the phone. I guess I will find out in December!

 

[22Tink]

This year I purchased over $800 worth of MVMCP tickets and have nothing to show for it. Was not able to print tickets like I wanted to and I never received the email you get after purchasing. I phoned twice and they said they can't do anything about it. They told me just go to the ticket window and show the credit card I paid with. You would think with technology today, you would be able to resend the email so I can print my tickets. All I have for evidence is my credit card statement. This makes me feel very uneasy. The CM's really didn't have a caring feeling and I felt I was being rushed off the phone. I guess I will find out in December!

That happened to me in November when we went. It was linked to MDE and that's it. Are your tickets linked to your MDE? When I called (multiple times) they all said that was fine and I'd have no problems because it was linked to my MB. I hated not having some sort of hard copy to take with me and was panicked for months about it. Happy to say all my worrying was for nothing and our MVMCP went off without a hitch! I'm sure yours will, too!

 

[Toy Story Fan]

No, we don't have magic bands. The only Disney we are doing this trip is the MVMCP. We are going to Universal this year. So, hopefully, all will go well. I just don't like the feeling of having nothing physical in my hands to show.

 

[dragonflycurls]

I posted about this very same issue last week. Tried for DAYS to purchase tickets with the gift cards purchased at Sam's. I put all the gift cards onto one gift card, tried buying tickets separate and nothing worked. The app doesn't take gift cards either! Eventually I pai d with my debit card via the app and ended up using most of the gift card (but not all! ugh!) on my trip.

 

[DollBabyKG]

We leave tomorrow and I still have no resolution. They basically have told me, forget about the corporate rate, we can't give it to you. Repeatedly telling me to contact the IT department of my rewards team. Which I have done, to no avail, because it's Disneyland.com's own website that has the error. They can't fix someone else's site. And they act so confused why I'm upset about spending an extra $125 more than we planned. When I finally said, look, I understand you have no way to give me the corporate rate, and I'm probably going to end up eating the $125, and paying gate prices, but it just seems that SOMEONE should care. Someone should say, wow, I'm really sorry you're having this issue, and I'm really sorry we can't fix this issue, but here's what we can do to soften the blow. To that, they said, well, call Guest Relations. Yet, when I called guest relations, they told me "talk to ticketing, we can't help you." It's a big looping game of volleying me back between reps, and no one helping. At this point I have no clue what to do, other than to attempt to purchase my tickets at the gate rate on the Disney website, eat the $125, and email, hoping someone will do something. But, honestly, this really has me disheartened. I've always been such a Disney fanatic, singing their praises, and planning each trip before we've finished the last. At this point, if we hadn't already told our kids, and already had $1000 in non-refundable gift cards, we may consider canceling Disney altogether this trip, which sounds like blasphemy to my own ears.

 

[lizzytizzy]

Have you ever tried calling IT team when you called Disney? I remember having issues with my Magic Bands or something online and I was able to get a hold of IT at WDW. If it's the same phone procedure as WDW, say IT and see where it gets you.

 

[DollBabyKG]

I tried asking to just speak to IT directly, but I was told it was all done through email, and the best they could do was to forward my information to them, and I could hope to get a reply in 48 hours. Unfortunately, they didn't seem to keen on actually doing this, and we leave tomorrow anyway.

 

[DollBabyKG]

Oh, and I should add that not only am I not able to buy tickets at a corporate rate on their site, I can't buy tickets AT ALL on their site. So, even if I was willing to eat the $125 (which I have no choice but to do, and attempted to do), it doesn't matter, I still cannot complete my order. And we'll never spend $1000 on snacks and food in 4 days in the parks, so I can't just pay with a credit card to get my order to go through. I need to utilize the $1000 gift card. My biggest piece of advice right now is DO NOT buy gift cards at Target to get your tickets, unless you absolutely don't mind walking up to the ticket booths at the parks to purchase your tickets.

 

[BriannaRuth]

I'm so sorry for all the trouble you are having with this!! But thank you for posting so others won't have to go through the same thing. I was seriously considering buying GCs at Target to buy my tickets ... no more!

 

[ashley0139]

Oh, and I should add that not only am I not able to buy tickets at a corporate rate on their site, I can't buy tickets AT ALL on their site. So, even if I was willing to eat the $125 (which I have no choice but to do, and attempted to do), it doesn't matter, I still cannot complete my order. And we'll never spend $1000 on snacks and food in 4 days in the parks, so I can't just pay with a credit card to get my order to go through. I need to utilize the $1000 gift card. My biggest piece of advice right now is DO NOT buy gift cards at Target to get your tickets, unless you absolutely don't mind walking up to the ticket booths at the parks to purchase your tickets.

Why don't you wait until you get there? You can pay with gift cards at the gate, and you may be able to explain your situation and see if they can help you out. There is also a guest relations outside the parks (to the left of California Adventure) that may be able to help. Hoping it gets resolved for you!

 

[Minniekins]

@DollBabyKG
I think @ashley0319 suggestion is good. You can pay at the gate for your tickets with your Disney gc, so at least you can use it, and you saved a little there at least. Hopefully they'll be able to add some pixie dust and help with your discount, as well. Plus, going to a Guest Relations in person, face to face may get some good results! Ugh, I can't imagine having to deal with all that, so frustrating and disappointing! Makes me mad just reading it, lol.
Good luck! Hope that despite all this mess, you and your family have a wonderful and safe trip! Oh, and please report back to let us know how things worked out for you and if they were able to help you out!