45 minutes on the phone with IT this am

[RookieLady]

So, let's begin with IT transferring me to guest services while I am talking. Literally mid sentence. I complain about the abrupt transfer and guest services begins to argue with me about whether IT did in fact do what I complained about. After asking several times to speak with a supervisor, I finally get one

Super was great. Mdx wouldn't let me make FP for November 26 because I had reached my quota under AP, but I hadn't. I only had 4 days booked in the 30 day period. I did have some booked beginning December 30 but that's not within the window. The IT guy said we are aware of the glitch but would do nothing to help. Never before talked to someone at Disney who was so rude. Although what I requested was impossible at IT, magically it works on the guest services computer.

 

[Texas Barbie]

I did the same thing. Magic bands had not shipped, we are 16 days out and I need to ship my sister her band. After nearly an hour on hold, IT finally got it worked out, and they shipped yesterday.

Huge waste of time, but I had to do it.

 

[flatlandcycle]

Welcome to the club.

 

[PlutoTheDog89]

I was shocked to see how long it took to get on the phone with someone. I called last week before my FP+ window opened. We're going with another family this year and we could not sync up our reservations.

The guest service CMs are always very polite (it's their job) but the IT professional I got was very abrupt and came off a little impolite. I get it.. it's not their job to sit on the phone with people. They are probably getting a higher volume of calls following the FP+ and MagicBand being released and it's frustrating... but prepare yourselves to deal with people after releasing new technology! Don't make me feel like I'm dumb because I can't understand a new platform..

After a while, I started to be overly nice in a "sarcastic I'm gonna kill you with kindness" kind of way.

 

[Luckybee]

I was shocked to see how long it took to get on the phone with someone. I called last week before my FP+ window opened. We're going with another family this year and we could not sync up our reservations.

The guest service CMs are always very polite (it's their job) but the IT professional I got was very abrupt and came off a little impolite. I get it.. it's not their job to sit on the phone with people. They are probably getting a higher volume of calls following the FP+ and MagicBand being released and it's frustrating... but prepare yourselves to deal with people after releasing new technology! Don't make me feel like I'm dumb because I can't understand a new platform..

After a while, I started to be overly nice in a "sarcastic I'm gonna kill you with kindness" kind of way.

When I booked our trip I was on the phone with IT and guest services in the double digits because of the problems we had linking our Dolphin res. You are absolutely correct that the gsCM's were polite on all occasions. The IT people on the other hand (with one exception) were ...well...wow. Have to admit I was surprised. I put it off to all the problems they have with MDE. Now Im starting to wonder if IT is perhaps subcontracted out because many people seem to have the same experience.

 

[Liz]

I have to call IT again today about MB's that have not shipped. Not looking forward to it. This will be my second call on the same problem.

 

[ellie05]

At this point I consider myself lucky. I had to call IT to release our MB manually and the person I got was super nice.

 

[Missyrose]

I spent just shy of three hours on the phone trying to straighten out a dining reservation that was completely bonkers in the Disney system. Two straight days of calling the dining line, both days the dining CM had to enlist the help of the Dining Help people. And both days (with different CMs) when the Dining Help line CMs went into the reservation to try and fix what was giving us the error when we tried to modify it, their MDE gave them the "Sorry, the system is undergoing enhancements right now, try back later."

I took that as an answer on Day 1, but when the same thing happened again on Day 2, I asked the regular dining CM to ask the Dining Help line CM if the error that is plaguing that ADR could be what is making their computer error when they try to fix it? The Dining Help line CM's answer? "Huh, I never thought of that." Awesome. Just awesome.

My biggest problem with Disney (beyond the insufficient Web site that isn't up to snuff when it comes to handling all the vacation planning you now have to do within it), is Disney has so many different departments (dining, dining help (IT), resorts, regular IT, guest services, etc.), it becomes much too easy for each department to tell you the problem resides in another department and therefore they don't have to do anything to fix your issue. You have to be extraordinarily persistent to find someone willing to work on the problem until its fixed. And that, to me, should be unacceptable for a company who once prided itself on exemplary customer service.

 

[NYDisneyKid]

Cousin IT?

 

[Texas Barbie]

I have to call IT again today about MB's that have not shipped. Not looking forward to it. This will be my second call on the same problem.

The first call I made on the magic band issue, I got a CM who cheerfully assured me that I did not need them, and could pick them up at the resort.
I don't think so. On our April trip we were very glad to have them to board Magical Express, and go straight to the park from the resort.

 

[pigletto]

I've never had rude IT people. But not one of them has followed through on what they said they would do. Once they couldn't figure out my problem I was assured they would "Put in a ticket" or "Have someone contact me when it was resolved" or "take a look at this further and call me back". This was many different calls. And every time I call back I have to start the whole spiel over because there are no notes and nobody knows a thing. Sigh.

 

[Speedemon21]

I have to call IT again today about MB's that have not shipped. Not looking forward to it. This will be my second call on the same problem.

I have had to call FOUR times about this very thing. We are checking in in ten days. I finally got the MDX status from "your Magic Bands are shipping soon" to "your Magic Bands will be at the resort desk" even though I was told they would ship here and I would get a tracking number within a couple of days. I am not a huge fan of WDW to begin with (my husband and kids love it), so this does impress me at all and I hope it isn't indicative of what our upcoming trip is going to be like.

 

[Suvadoo]

This seems like an awful lot of frustrating work to plan a vacation! I just don't see how this system can survive with all of these problems. I am amazed that everyone is stuck on the phone for lengthy periods of time trying to resolve IT issues. Shame on Disney.

 

[pigletto]

This seems like an awful lot of frustrating work to plan a vacation! I just don't see how this system can survive with all of these problems. I am amazed that everyone is stuck on the phone for lengthy periods of time trying to resolve IT issues. Shame on Disney.

Not to mention when I'm calling it's long distance from Canada. Since Disney is the only place I call in the States I don't have a cell plan that covers calls to the U.S.
My bill before our trip last year was pretty bad.. That stinks after shelling out thousands for the vacation itself. Extra charges to get non-answers to problems that shouldn't be problems was extra frustrating.

 

[Suvadoo]

Not to mention when I'm calling it's long distance from Canada. Since Disney is the only place I call in the States I don't have a cell plan that covers calls to the U.S.
My bill before our trip last year was pretty bad.. That stinks after shelling out thousands for the vacation itself. Extra charges to get non-answers to problems that shouldn't be problems was extra frustrating.

I also have a limited long distance plan and I never run out of time except when I'm trying to deal with D. I don't understand how they can get away without toll free numbers. Again, I'm sure the complaints are ignored.

 

[aribelle]

I also have a limited long distance plan and I never run out of time except when I'm trying to deal with D. I don't understand how they can get away without toll free numbers. Again, I'm sure the complaints are ignored.

Most companies are doing away with toll free numbers.....the vast majority of customers use their cell phone, so no charges. It would be nice if companies like Disney who regularly do business with International customers would have an International toll free. But...I'm gonna venture a guess that Disney did some research and found that International guests will still call, thereby saving Disney the cost.

 

[Suvadoo]

Most companies are doing away with toll free numbers.....the vast majority of customers use their cell phone, so no charges. It would be nice if companies like Disney who regularly do business with International customers would have an International toll free. But...I'm gonna venture a guess that Disney did some research and found that International guests will still call, thereby saving Disney the cost.

I hope your wrong about companies doing away with toll free numbers. A lot of times, I prefer conducting business on a land line because the audio is clearer, and I really can't justify increasing my long distance service for these types of calls.

 

[ottawamom]

Not to mention when I'm calling it's long distance from Canada. Since Disney is the only place I call in the States I don't have a cell plan that covers calls to the U.S.
My bill before our trip last year was pretty bad.. That stinks after shelling out thousands for the vacation itself. Extra charges to get non-answers to problems that shouldn't be problems was extra frustrating.

10-10-710-1-area code-number, 99cents per call for 100 minutes I think. It shows up on your phone bill. You can read about them online too.

 

[Suvadoo]

10-10-710-1-area code-number, 99cents per call for 100 minutes I think. It shows up on your phone bill. You can read about them online too.

Fabulous. Is that for both domestic and international calls?

 

[ncmomof2]

I had to speak to IT on several occasions before trip in Sept. I was not very pleased with the attitudes and lack of help. Oh, and their answers changed with each time I would call! But the thing that really bugged me was their glitch in the system excuse for everything! If there are so many glitches, why did they role this thing out?!