Am I wrong to be annoyed?

[txmomto1]

CRO can't get it right with me. Since we booked our first January trip last year, to booking our up coming trip in September, they constantly have my email address wrong. I've called at least 13 times now, and each time they assure me they've fixed it. I call back a day or two later, and it's still wrong.

Now, they have our guest information wrong. I've called several times and they have my son's age wrong, and then they had him listed as guest 3 with the incorrect age, and guest 5 with the correct age. Then they had guests 1,2,3,4 for Magical Express, and guests 1,2,4,5 for everything else.

I know it may be fine, but the thing is, I don't want to arrive, and have there be a problem, and have to deal with it then.

I have spent in the past week at least 2 hours on the phone dealing with these issues, and they are still not fixed. I don't want to ask for anything, but I'm a little ticked. Am I wrong.

 

[Robo]

I don't want to ask for anything, but I'm a little ticked. Am I wrong.

Its your emotion. You don't need anyone's permission to feel it.

 

[UGAFan0829]

13 times is a little extreme. I can understand you feeling a little aggrivated. I understand how you feel about wanting to make sure that things are correct on their end!

 

[momto2inKC]

I have been trying for months to get them to put the correct phone number on my account. It's rediculous that they tell me they've done it, yet the next time I call, old number

 

[amery]

If given the choice, be glad that you are having this angst now as opposed to what would happen if you had to deal with this in the parks.

You are not at all wrong for feeling the way that you do. If you have done your due diligence in communicating needs than it stand to reason that CRO should be able to do the same and them some.

 

[LuluLovesDisney]

I would just get on the phone and not get off until it's fixed.

I would just say to the CM

Good morning/afternoon. I hope that you will be able to help me, because I've had some problems in the past. I would like to verify all the ages of my party and then make sure that tickets, hotel and ME all have the same info. Would you be able to check on this for me please?

They will check and if for some reason they cannot, ask for a manager. Do not get off the phone until it is fixed. If for some reason you feel this happening, just say "I'm sorry, but there's something else we still need to resolve."

CRO can be disorganized sometimes, but most CM's are pretty knowledgeable and helpful. Only once have I gotten a complete disaster of a woman and I hung up as soon as I realized what I was dealing with and called right back. I got a different CM and it was straightened out within three minutes.

Anyway, of course you have the right to be annoyed. We can't help how we feel. However, if it were me, I'd straighten it out ASAP so I could feel good about my trip again!

Good luck!

 

[txmomto1]

I would just get on the phone and not get off until it's fixed.

I would just say to the CM

Good morning/afternoon. I hope that you will be able to help me, because I've had some problems in the past. I would like to verify all the ages of my party and then make sure that tickets, hotel and ME all have the same info. Would you be able to check on this for me please?

They will check and if for some reason they cannot, ask for a manager. Do not get off the phone until it is fixed. If for some reason you feel this happening, just say "I'm sorry, but there's something else we still need to resolve."

What's crazy is I have done that. Yesterday, after talking with the first rude CM I've ever dealt with, I asked to speak with a supervisor. I got one, and she assured me it was taken care of. Today, I call again, and it's wrong... again!!!!

So today, I called again, and did the same thing. I think it's a problem with their updating system. Something overnight gets messed up. I called again to try and fix the guest number issue, we will see what happens there.

 

[TinkerbEllnor]

I can imagine how annoying that must be. CRO must have our information in a dozen different places that aren't connected somehow. I just recently called to pay the balance on our upcoming trip and the CM wanted to confirm my phone number. She gave me my phone number from 1999. I have moved 3 times since that number. I have spoken to CRO countless times since we moved from that number- booked 3 separate onsite trips, a pile of ADRs, a tour, DME, etc- so it is definitely weird that the phone number would not be updated at least to one of the more recent ones once in all that time. Especially since they prompt you for your phone number when you call to identify you.

Is it any wonder why I haven't been blessed with a 40% off code? They can't find me! Yeah, that's it... not the fact that they know they are going to get my money anyway

 

[BuzzandAriel'smom]

I have had similar problems. I made the ressies for us and my MIL and put them all under our contact info so that I could make changes. (Last year I made them separate and then had some hassles) So when we got our paper printouts it had my name 2x once in our room and once in hers. So I called and said could you please fix this and send me another printout. Yes, they said, t is fixed. Next printout read the same way. So I called again and they said we need a manager to fix this. So I talked to the manager and she said it was a big problem because MIL's tickets were in my name too and if it wasn't corrected then she would have no tickets upon checkin. And she said, now it is fixed. So I get online the next week and it is not fixed! So I call again and I told them I was going to stay on the phone until it posted online. Finally they fixed it and all is well.

I am just glad I knew about this before our trip!

Hang in there!

 

[luvtheBuzz]

Unfortunately, I can relate to this!!

I had been trying to check my resort reservation online, and I couldn't because it kept saying the conf. # and/or phone number didn't match with anything in their records. So, I called today and the CM said everything was fine, so I asked why I couldn't check on Disney's website. That's when she reads a phone number to me that I've never heard of!! I've been at this phone number for 6 years now, and every summer during this 6 years, I've been to WDW. How can this be?? I know I was able to check my reservation last year on-line, so where on earth did this other phone number come from?? Anyways, she told me she fixed it. So, I just check on-line to see my reservation, and lo and behold......it still doesn't work!!!!

So, I guess I'll call back and see what happens......

 

[thunderbird1]

Nothing to add except empathy. They have our email address wrong (it's outdated by about 5 years, and we've had the same one for at least the last 3). They've had it wrong for years. I've given them the correct email address dozens of times, but every time I call, they still have the old one. They also have the date of our last visit wrong. Again, I've changed it over and over and over, but the next time I call, it's still wrong. They also have my ds's age wrong. I haven't even tried to fix that--he's in the correct "category," and I'm afraid of ending up with a situation like yours, with him showing up as an additional guest instead of just correcting the incorrect information.

The second to last CM I spoke to several weeks ago said that you have to change the data in several places, or it just reverts back. She took several minutes to do this. Still, when I called yesterday, it was wrong again. I've given up on them ever getting it right or me ever getting a pin code. And on being able to view my upcoming reservation online. I've never been able to do that, I'm sure because they have the wrong email address.

But, these are minor inconveniences for us. They're still so much better in the customer service department than almost anybody else out there. Which, I suppose, is a sad commentary on the state of customer service in the world today.

 

[GoofyTraci]

What's crazy is I have done that. Yesterday, after talking with the first rude CM I've ever dealt with, I asked to speak with a supervisor. I got one, and she assured me it was taken care of. Today, I call again, and it's wrong... again!!!!

So today, I called again, and did the same thing. I think it's a problem with their updating system. Something overnight gets messed up. I called again to try and fix the guest number issue, we will see what happens there.

YES I know what you mean. This is my second time going to disney and they have my address wrong and e-mail wrong. every time i call they ask me to verify my info but everytime it is wrong. i have to go thru the same song and dance each time that i call. i have talked to several managers. but its not fixed. still not right. i give up. i also feel like you do. i just hope i get my travel doccuments sent to me instead of the other address they have listed for me. others do not know unless they have to deal with this themselves. Me I don't get it. what is so hard about it! good luck! i know keep a,log of who and when i talk to them incase something falls thru the cracks when they are trying to fix my info!

 

[GoofyTraci]

and to make matters worse it is not my address or e-mail nor has it ever been. its not like i have just moved. i dont even know the address they tell me is listed. no wonder i never get a pin offer,e-mail or postcard. but yet they take my money!

 

[mvazul]

I have had to ask them to change my e-mail address a couple times. When I booked our trip, they still had my e-mail at EarthLink. I have been with AOL for quite some time - and this April was the first time booking a trip to/with Disney. However, my e-mail address is correct on their website.

Also, I had called to see if I could upgrade from standard to preferred at POP. The CM wanted to verify info first and said she had January, 1971, as my last time visiting WDW. I started laughing, because it took me off guard and she asked what was so funny. I told her it would have been a miracle if I was there in January, 1971, because I wasn't born until March, 1972!!! She got a kick out of that, too, and said she would change it. I'm not sure where they would have gotten that, because the handful of times I had spoken to any CM, I told them my last visit was January, 2007.

Good luck. I hope they get your info corrected before you arrive.

 

[LivingtheWDWdream]

I have had similar issues they had my address wrong, my phone number wrong, email requested as no email.

I called multiple times and finally got things fixed by calling Guest Services. I explained all i had done to try and get everything fixed. The CM fixed it all in one shot.

I got updated confirmations with the right info and called and the CM who answered confirmed the changes were there.

Within 48 hours i had gotten email from Disney Destinations so i know its fixed.

Call Guest Services and have them help you.

 

[Tink415]

No you are not wrong! There is most definitely something wrong with the system to collect and retrieve data used by the people that answer 1-407-wdisney! I've made 3 ressies this year and each one had names and ages etc messed up. It is soooo aggravating to repeat the same info over and over and over and its still not right. Don't let it get to you, its not you!

 

[dawgsgirl]

I feel your pain. For such a large, supposedly customer-friendly company, CRO is a joke. I really think they mess up more than they get right!

 

[tjmw2727]

Yes me too

They still have my phone number from two years ago, the e-mail is correct but they have my sil who took one trip with us as my "spouse" instead of my dh. No matter how hard I try and how many times I have asked to have it corrected she is often listed with me and my dd's instead of my dh. Out of all the trips we have made this is a result of one long weekend "girls only" trip with my sil and my sister and I.

Next time I am taking the name of the CM's and if it dosen't get done correctly then I am sending e-mails and if necessary a snail mail letter with the correct travelers and ages.

It is very frustrating I agree - good luck getting everything straightened out.

TJ

 

[txmomto1]

Here's an update. Yesterday afternoon I called to check again, and it was wrong, AGAIN! I spoke to a cast member who assured me that she knew more then the supervisors, and had me look on line to verify. She was condescending, and made me feel stupid for not believing her that she had it taken care of.

Today I called, and it's wrong AGAIN!! I ask to speak to a supervisor, not even getting into it with the first CM. The supervisor says she is going to put a watch on it, and see if it changes, but right now it's alright. So there is nothing she can do. She says she's never heard of anything like this before. I tell her I can let her know of at least 10 people who have similar things happening from one bulletin board post. So she wants me to hang out, and wait. I'm just pissed now. After the rude girl last night.

It's not that it's a big deal, but hey, they labor day people where all offered their upgrade via email. So in the small chance something like that happens I want to at least have the opportunity to hear about it.

Any advice on what I should do?

 

[LuluLovesDisney]

Here's an update. Yesterday afternoon I called to check again, and it was wrong, AGAIN! I spoke to a cast member who assured me that she knew more then the supervisors, and had me look on line to verify. She was condescending, and made me feel stupid for not believing her that she had it taken care of.

Today I called, and it's wrong AGAIN!! I ask to speak to a supervisor, not even getting into it with the first CM. The supervisor says she is going to put a watch on it, and see if it changes, but right now it's alright. So there is nothing she can do. She says she's never heard of anything like this before. I tell her I can let her know of at least 10 people who have similar things happening from one bulletin board post. So she wants me to hang out, and wait. I'm just pissed now. After the rude girl last night.

It's not that it's a big deal, but hey, they labor day people where all offered their upgrade via email. So in the small chance something like that happens I want to at least have the opportunity to hear about it.

Any advice on what I should do?

Just hang in there. You are doing exactly what I would do.

Just try to stay calm and stay as nice as you were on your first twenty phone calls on call 21. The 21st person might be the one to fix it.

What do you mean she wants you to hang out and wait?

I think from your post that it's fixed right now, but you are nervous it will revert back again. I would ask for this person's name and individual number if possible, so you will have one person watching this for you. I think when you have a different person each day, that causes more problems!

Then, you call tomorrow and if it has reverted back, then I would start calling customer service and moving up the ladder, and advising them that there is a technical glitch that it causing problems at CRO that CRO can't handle.

I don't know about you, but lately, each time I call for ADR's or CRO of whatever, I get a survey at the end of my call about my agent. I am sure that if I had a rude CM, I would be punching some 1's on my touchtone phone, that's for sure.

Lots of luck. Please update us.