A cm that answered did not know what annual pass rates were-oh no!

[hookedondizney]

I called this am to find out if the AP rates had been released for further than April? She had absolutely NODDA CLUE as to what I was talking about. I had to go into extreme detail, and go over it and over it so she could understand then she says "NO" and that was it, I kinda thought she was just saying that to get me off the phone. So I had to double check when I got home today.......What is happening????? I just hope she isn't the one that I call on the day that they really are released. We are going in May and I usually make it my morning routine to call Disney looking for AP rates. We are staying at the Poly and I really need a good discount seeing that I got a LV room....yikes! Anyone else run across this type of problem with any CM?

 

[klh999]

Yes, if you look for a thread "CM's are from another planet" that I started after I was explaining about codes to a CM, I got frustated and had to vent. Some people say that the CMs are new. But I think there is a basic level they should learn before being able to answer the phone. I am sorry, I know some disagree but when (even at a discount) I am paying good money for vacation, I except good service from start to finish. I recieved more wrong information from CM that you can imagine.

 

[justhat]

I had a horrible experience with a CM today too when I called to apply a AAA discount to my existing May reservation. I was on the phone for 51 minutes and that was all I had to do! We have 2 rooms books under my name, with a separate reservation for each room. I gave the CM the conf. # for the room I wanted to apply the discount to, then she insisted on getting the other conf.# (even though I didn't give it to her cause it's a suite so I couldnt' get the AAA rate). We have 12 people going and she then asked me to list each person who would be in each room. I told her I didn't remember who I had assigned to each room, since I just went down a list and asked her if she had that info on her computer. After sighing and complaining about the work it involved, she finally consented to do it, then told me that I was a guest in both rooms. I explained my name was attached to both since I booked the rooms, but that clearly I can't stay in 2 rooms, and she answered 'but you're listed in both'. So I finally realized she wasn't getting it and I said "well then just take me out of one room" so she said okay, put me on hold again for about 15 minutes, then came back and said (this was the best part) "The AAA discount is available, but since you're now listed as staying in the suite, and the discount is only valid for the standard room, you can't get the discount." So I said "well then switch me back to the room, I was there till you chose to move me out!" She finally got it straightened out, but I'm definitely calling back tomorrow to be sure the room and rate are settled.

 

[susy]

Our 6yo DS decided he wants to go with DH and I on our upcoming trip. All I wanted to do was to add him to the room (so they wouldn't assign us a king) and it took over 15 minutes and I was placed on HOLD twice. What is up over there????

 

[Tigger&Belle]

It took me a long time to make my initial inquiry about a room. I called back that same day to put the deposit down on the room and my hold on the room had been lost and we had to start over. This is after I was put on hold for a long time with the lady trying to contact someone to help retrieve the reservation. It eventually all worked out, but it seemed to take a long time.

As to teh annual pass rate, I had my code for the AP rate that I gave the lady and once she keyed it in it worked (both times). I don't know that it would have worked without the code.

T&B

 

[CamColt]

While I will be the first to say most CMS are wonderful, they do their job very well and with a smile(even when Im sure they dont feel like it), I have had trouble on more than 1 occassion getting the correct park hours from CMs working in the park I was asking about.

The one my DH still rolls his eyes(at me) about about was on our last night of our trip a few years ago. We planned to go to MK to watch FITS and had been waiting all week for this. So on our way out of the MK to take a midday break, we asked the CM at the gate if it rains will they still have FITS. The CM proceeded to say there is no FITS tonight, we close at 6:00. I piped right up and said no you close at 8:30 with FITS. No Maam, FITS and Spectromagic, our nighttime parade, are only shown on weekends, we close at 6:00 during the week(this was a Friday). Now Im getting a little hyper, because I had seen on the tv channel, the internet, and the sign on the way in that day, it was 8:30! After him repeating his spiel a few times and me getting more and more "excited" he went to check. He came back, and apologized. I was right. Now I dont expect every CM to know every aspect of WDW(like us Disers, LOL!) but this was someone working the gates at the MK, he should have at least known the hours there for that day. Just like the CM you spoke to today should have at least some idea what an AP rate is.

 

[InSearchForDisney]

I called a couple of weeks ago with a code and the person I talked to didn't have a clue what to do with it. He put me on hold three times. I haven't been to Disney for many years, but I am sure I knew much more than he did!

 

[LvsTnk]

I used to love calling and applying deposits or making ressies, now I put it off as long as I can!

Everytime I call they barely know what you are talking about, put you on hold, or have to keep updating our party size and info. It seems to take forever!!!!


Wow, I feel much better now

 

[DemonLlama]

This is one of the PRIMARY reasons we book with Dream Unlimited. I HATE using the phone in the first place, but I would go absolutely bonkers with the constant calling and misinformation. On our last trip, our agent, Tricia, had emailed us the same day AP rates came out with the news she had applied the discount to our ressie. Thank you DU!

 

[Doug123]

Although I have personally had no bad experiences with Disney reservation, I will say the following:

You'd think that companies, especially Disney, would realize the importantance of the professionalism and knowledge of these people on the reservation lines. Until a visitor arrives, these people ARE Disney. As the face of the company, their abilities are essential to a happy/content customer, and ultimately a successful business. Unfortunately, the business trend seems to be to either hire inexperienced people or an inadequate number of people in order to save a couple dollars up front.

I don't cut Disney ANY slack for "having a new computer system" or "newly hired people." Disney is a MAJOR CORPORATION! All of these things should be worked out beforehand. There is no excuse.

Although the numbers at WDW are apparently up lately, poor service on these reservation lines WILL hurt Disney's bottomline eventually.

 

[kathylovesdisneyworl]

I have 3 rooms reserved for March and when I called to apply to CTN code, the CM had a terrible time. I just didn't trust her, and sure enough when I called back the next day to confirm, she had only changed 2 of the three reservations. Then, when I get the confirmation in the mail, I see they did not apply the deposit to the new reservations on 2 of the 3. I had to call back and apply a new deposit. I know there new computer system is a nightmare, but it is really ashame it takes forever to make changes and it is so difficult.

 

[CindysGusGus]

I called today to apply a room deposit. I thought it would be easy. She pulled up the number, reverirfied all my info including the number of times and the last time I had been. I am seeing my phone bill go higher and higher. Then she put me on hold, 3 songs later she comes back. The deposit should have been for $289.90, so I made it for an even 300. I didnt think that it would matter. Boy was I wrong. She had to put me on hold again for another 2 songs. Then she came back and told me that they had to do that under 2 separate charges. One for the deposit and then the other for the left over $10.10. What a pain. If I knew it was going to be that difficult I would have just stuck with the original dep fee.