1st ever rude experience from a CM

[Harmony]

I guess I should consider myself lucky that in all the time I've dealt with Disney and the CM's that this is the 1st rude experience I've ever gotten from a CM. (this happened approx 3wks ago)

We are scheduled for a Grand Gathering for June.

Another family member wanted to join in but could only join in if we scheduled a value resort. Since it's more important for us to have more family members join us, than the type of resort we stay in...we all decided to change to a value resort. (besides, this is Disney and you can't have a bad time no matter where you stay, eh?)

So I call to make the change and although there are rooms available at the value resorts, the CM proceeds to discourage me to make the change. She goes on to tell me how the value resorts are very much like a Motel 6! I can't believe my ears! She also goes into great details about how I'm going to "miss" out on many things by switching. (definitely takes approx 20-30minutes telling me how 'wrong' the change would be)

I just thought it was in EXTREMELY bad taste for her to do/say that!

Has anyone else had a similar experience?

I do have the CM's name. Shall I report it or just let it drop? (it's been 3wks and it still is bugging me)

And if I do report...who shall I report it to?

I'm not trying to get anyone into trouble, but I just don't want her to get a first-timer and quite possibly ruin a family's expectations. (or worse...convince a family not to visit Disney)

 

[tigeress2474]

Don't know if I'm wrong by saying this but I think you should report it. Go to

http://disneyworld.disney.go.com/wdw/index
And go to "contact us"

I had a great person when I called and I wanted to let them know and this is where I was told to go.

Sorry that person was such a jerk.

Jennifer

 

[Disney Gator]

I agree that it was inappropriate for the CM to do that, but it's really not that bad. Considering all the rude people I've dealt with while calling other companies, if that is the worst Disney CM experience you ever have, then that is pretty good.

 

[Harmony]

Considering all the rude people I've dealt with while calling other companies, if that is the worst Disney CM experience you ever have, then that is pretty good.[/QUOTE]

True, I'm used to running into rude people everywhere in "real" life. There's not much you can do about that...just ignore them and go on about your day.

However, this isn't just another company is it? This is Disney and it's supposed to be "magical" and to tell the truth...her attitude is really getting to me. More each day. You should've heard the things she was saying. It wasn't pretty and I'd hate for her to ruin it for another family.

Still undecided...

 

[twinklebug]

I've known people who have lost their tech support jobs for talking down about the product they supported, even if it was all true. I believe CMs should always view their position as a positive roll, regardless of the customers requests, they should proceed politely and make disney shine.

This CM should have been reported when it first happened.

 

[DBC]

You didn't describe anything that sounds rude to me. It sounds like they may have thought they were helping. Even you said you thought was she did was in bad taste, not rude.

Since you asked for opinions, mine is to forget about it. It seems like people on this board tend to take things too personally when dealing with Disney. I don't see anything to be gained by pursuing this.

You say you don't want to get anyone in trouble and I'd certainly take you at your word. If this has been bothering you for 3 weeks you should really be happy that you don't have anything more important to worry about and start thinking about how much fun your gathering will be.

Of course, I'm sure others will have differing opinions.

Have a great time.

 

[Christy]

I wonder if it was the same person I spoke with-I was thinking about staying at the AKL, but without a discount, thought I'd have to go with a standard room. The CM went on and on about "why would you EVER stay at the AKL and look at the parking lot?!" ...it made me feel embarassed, and I wouldn't have booked with him...I ended up with a pin code and stayed at the WL instead (and booked through another CM the following month).

All of the other CMs I spoke with were wonderful!

 

[TallandGoofy]

I think you are correct in what this CM said was inappropriate. I think they probably didn't mean to be, but that really was unprofessional.

I don't think you are wrong to let someone know about this. Since you have the name, I would think you could call back and ask to talk to a supervisor. I don't think you have to worry about the person getting fired. Just let the supervisor know what happened. At least then it can be brought to her (the CM's) attention.

When I was a CM, I got a complaint from someone about something I honestly didn't even know upset them. I didn't like getting the complaint, but I was more careful after that. If this CM is normally a good employee, her supervisor will know this and she shouldn't get into any big trouble.

 

[princess jackson]

I stayed at value resort, just returned, I had an experience with a CM in the resort, i was purchasing mickey straws to bring home for my DD, i wanted 10 as we are not returning until June 06, the CM at the checkout told me that i was bothering her by getting that many. I was stunned by what she had said. I thought i was the customer.!

 

[wilderness01]

Perhaps the CM should have been more discreet but maybe, just maybe, the CM was giving you an honest opinion. Did you ask any questions about this resort or just say we wanted to change to this resort? Maybe the CM misunderstood or just made an honest mistake. I have to agree with someone else that if this was the worst thing that has happened in the last few weeks then I would feel pretty lucky. I also agree that people take things wayyyyyyyyy too personally on these boards regarding Disney. I'm sure others disagree but this is my opinion. If it was so upsetting to you then the report should have been made immediately but to do so 3 weeks later? I personally would let it go and move on. Have a nice trip with your family.

 

[daannzzz]

Aren't they on a bit of commision now? That would explain some of the behaviors in them trying to talk people out of downgrading.

 

[PolyHereWeCome]

OP - Sounds like you may get some peace of mind by notifying someone, so do what your heart and mind tell you.

I have always found the CMs to be extremely helpful and going above and beyond, so I'd like to think that this one had gotten to know you and was trying to help. Can certainly understand your not appreciating the CM saying not nice things about your resort selection, but none of us was present to know really what transpired.

 

[Bracho]

Very inappropriate... it's crazy to think a Disney employee would talk badly about a property in their inventory. It's a shame you didn't get the name but I was wondering if they have a tracer on the reservation itself, a code or something that the management can tell who created the record to start with. If they do then maybe saying something might do teh trick.. I know that if I was in charge of that phone line, the last thing I would wnat is having some nasty CM tell guests that the value resorts are like Motel 6.. not cool at all!

Thanks for letting us know... and good luck!

 

[JLTraveling]

I agree with the others here who have said that the incident is worth reporting. Sure, it's not a "big" deal in the great scheme of things, and it was not nearly as nasty as the CM I once dealt with at FW (his supervisor was rude too, I had to escalate the complaint three levels to get resolution), but that's not the point. The Value Resorts are part of Disney's inventory, and from a business standpoint, they need to make money off of those too. So not only did the CM make you feel uncomfortable (issue #1 with her behavior) but she also made negative statements about her company's product (issue #2). As someone else mentioned, if she is basically a good employee, she won't get in major trouble, so there is no need to feel guilty, but the issue needs to be brought to the attention of the company. There could be a million different reasons for the things she said, but the bottom line is that none of those reasons are an excuse. I don't know that you will get any sort of compensation, but that doesn't seem to be what you're looking for. Best of luck to you, and enjoy your trip!!!

 

[SuBeat]

You didn't describe anything that sounds rude to me. It sounds like they may have thought they were helping. Even you said you thought was she did was in bad taste, not rude.

Since you asked for opinions, mine is to forget about it. It seems like people on this board tend to take things too personally when dealing with Disney. I don't see anything to be gained by pursuing this.

You say you don't want to get anyone in trouble and I'd certainly take you at your word. If this has been bothering you for 3 weeks you should really be happy that you don't have anything more important to worry about and start thinking about how much fun your gathering will be.

Of course, I'm sure others will have differing opinions.

Have a great time.

Ditto everything DBC said.

I don't know where you were originally planning to stay, but maybe the CM really thought she was giving you some good advice if you were making a big change in your level of accommodations, possibly even trying to help you avoid disappointment down the road. At any rate, I don't think it is worth getting someone in trouble. Just MHO of course.

 

[brunette8706]

I can't believe you would risk getting someone in trouble and possibly LOSING THEIR JOB, because they told you that the value resorts were like a motel 6? BIG DEAL! Heck, you don't know what rude is.

I would advise not to report her/him.

I also can't believe that this is an issue.

brunette

 

[princessvacg]

Why did they tell you that everyone has to be at the same level hotel to do a grand gathering. I have one for June/July and we have people staying at 4 different resorts and they are deluxe, moderate and value.

 

[scrump]

She also goes into great details about how I'm going to "miss" out on many things by switching. (definitely takes approx 20-30minutes telling me how 'wrong' the change would be)

I think this is bothersome and annoying. I feel I just went through this with Sprint. Called to change my plan, and they held me hostage to the phone for 30 minutes trying to talk me into a more expensive plan. Yes, they were trying to give me options, trying to give me more information, but after the 10 minute mark, I felt it was excessive and they weren't listening to what I was saying. Sounds like it might be the case with the OP? OP wanted all the family members closeby for a family gathering, even if that meant doing a Value. Calling the values a "Motel 6" doesn't really address the OP's concerns, just bullies them into keeping their current hotel reservation at the cost of that one family member not being able to attend??? 30 minutes of this talk would drive me insane, and I would feel like my interests were not being kept in mind.

I doubt anybody will get fired; if it makes you feel better, report it. I find it strange that Disney employees would ridicule their own property as a "Motel 6" to the customer, but weirder things have been said.

 

[Tagrel]

If something bothers you as a customer you have every right to express your dissatisfaction. Its up to Disney to decide what is and what is NOT appropriate CM interaction with customers. How many other customers will this CM offend if no one tells them their actions are inappropriate? If it was an honest mistake, then management will set them straight, and it won't happen again. If its a 'problem' CM, then Disney needs to decide if CRO is the correct placement. Some people are just not meant for customer service.

 

[Princess Mommy]

WOW!
I would certainly report that~
If I were that CM's supervisor I would want to know if he/she were referring to one of our resorts as a Motel 6. Not that it isn't a terribly BAD thing~ just not true.
The CM's job who takes reservation is just that- to take a guest's reservation. It is not up to the CM to judge why or why not a group or individual needs to make a change and obviously if you are changing to a value resort cost must be a factor. With all of the competition WDW is facing in that dept, they are lucky to have you even stay on property after being told by a CM that your choice was wrong! It is your choice to make- not the CM's. If you had wanted an opinion you would call a TA or plainly ask the CM for it.