Anybody ever complain to someone at Disney and get results, not a form letter?

[roliepolieoliefan]

Just wondering, if anyone was successful in getting a real person of importance to hear what they had to say, or is it mainly thanks for the input, we don't care.

What email addresses or snail mail or phone numbers did you use? I already talked to katrina from customer service. She was a pain in the butt to be nice and could not care less. Thanks!

 

[roadtripper]

I sent a guest relations email (link from the wdw webpage-- not sure of the email exactly.)
Not only did I get an email response, I got a real person to call me at home! (this did take several months, however).The issue was an accessibilty issue re: my son. My letter was very polite and formal, but clearly stated the issue and proposed a remedy. On our next visit, I really believe that the cast members involved in this aspect of the parks had been coached on how to deal with the issue-- we had NO problems on this visit, as opposed to several the previous visit. I felt that WDW heard my concerns and addressed them.

I also emailed wdw re: a Hoop Dee Doo issue once-- they got our reservation wrong-- long story, and we almost didn't get seated for the show. They offered us some compensation towards our next hoop dee doo visit which we already had booked. I suggested the compensation, having worked in many restaurants over the years.

Overall, I have had good experiences with guest services.

 

[hogwartsdropout]

We also emailed guest relations from the WDW website and had a real person call us at home! We saw a rat in AK next to the pizza place, and wanted to inform Disney about it (not get anything for it). We received an explanation and apology

 

[LuvTheMagic985]

I had the same experience. I sent an email and a person from Disney called me to apologise and make sure it would not prevent us from returning. I love Disneyworld, but I have to say...considering what happened to us (long story, but my 8yr DD as well as myself, literally was thrown from our seats onto the floor of a disney transportation bus because the driver almost hit a resort gate). I expected more than an apology but at least I know they follow up on complaints.

 

[MyGoofy26]

Yes, my mom used the email from the WDW page and nicely complained about the Christmas Parade filming last Christmas ('04) We knew ahead of time because of the boards but it COMPLETELY slipped our minds once we got caught up in being there and didn't remember until the big sandwich board out in front of the MK that they were filming. Or entire first 15 minutes was spent being yelled at, I mean YELLED AT, by CM's to keep moving don't go here go this way not that way. . . We weren't trying to stop and see the filming, we were stuck in the crowd and once my aunt and I had moved to behind a door COMPLETELY out of the way of everyone while my mom asked a CM a question. Another CM started yelling at us that we needed to keep moving and we tried to explain that we were waiting on an answer from the other CM. He kept yelling over us, not letting us explain until I finally had to yell back at him.

We sent the email explaining that we understood that the filming is a stressful event for the CMs but they shouldn't forget that they also have paying guests entering the parks as well. We lost half of our day until we finally gave up and went to Epcot.

We didn't ask for anything, except that the next year they remember that there are paying guests and please don't allow CMs to treat them as terriblyas they treated us. A woman emailed back asking for more information, then called and left a voicemail and said they were going to add a day back onto our passes as an apology but they needed the numbers from our passes. My aunt stupidly erased the message before we got her name or number, plus we had used up the passes already and had thrown them away so no number to track.

 

[surfgirl]

A good friend of mine left her backpack (the kind to carry children) on the MEARS bus - they retrieved it and dropped it at her resort (and gave her a DIsney claim number). Disney was never able to find it during her entire stay (lost on Day #1).

She wrote a letter, was called, and was compensated for the cost of the backpack as well as the cost of stroller rental during her entire visit (since she wasn't planning on using one).

I was impressed with the 'magic'!

 

[smjj]

When Disney Cruise Line was first up, we were to be on the 9th cruise. The ship's launch was delayed and our cruise was cancelled. We were offered a 25% discount on a furture cruise at the time but that was not accounting for the airfare or the vacation request we had put in at our work. They ended up changing our cruise to 50% off the Poly for that time period and we still got a voucher for 25% off out next cruise if we book within a certain timeframe(can't remember it). I thought that was very nice of them and we took them up on both offers. Of course, considering the amount of money we still spent, they still made a wad off us Ha Ha....smjj

 

[phorsenuf]

I emailed them one time after we got home because my son got his fingers squished in a bathroom door in the ASM lobby. I wrote them just to let them know in case there was something wrong with the closey thing (the thing that makes it close by itself). It seemed to have closed rather quickly, thus squishing his fingers.

Anyway, they called, apologized, said they'd check on the door. Told them I was just concerned is all. They asked iif we had plans to come back and we happened to have a trip planned 3 months from then. They asked us where we would be 4th of July, I said Epcot. They put us on some list that gave us a great viewing spots for the fireworks. I thought that was very nice of them to do. I wasn't looking for anything, just didn't want it to happen to anyone else is all.

I also let them know what a great server we had at Trails End.

 

[SlightlyGoofy]

I complained, via email, about the Best Rate Program and had several phone calls from CM's. The first ones came while I was actually at DW and I was surprised to have 4 messages from them. They got back in touch with me before I had a chance to call them and were very nice and insisted I take their name and phone number in case I had any more problems. I was impressed and especially when they changed the program. Goes to show that the squeaky wheel DOES get the grease.

Slightly Goofy

 

[CindyT]

I emailed my disappointment at the closing of the animation department in Florida and got a phone call. Unfortunately, it was to no avail.

 

[debbie in Seattle]

I did. First visit to BWV was a disaster (unclean room, food in fridge, garbage left, etc etc). Sent an email through the DVC members website and did get a call. It was soooo unsatisifiing.....gal was 'disney friendly' and just sat there and never said a word as I told her what had gone on.........then 'oh so sorry'. Would of rather not gotten the call than a call like that, don't know what I was expecting, but feel she was very well trained in customer complaints and making no comments. Ended up selling my BWV points.

 

[eelderm1]

I also complained via eamil one time about the problems we had with our door lock at the ASMu. Our cards were not deactivated but the lock on the door was broken. During our stay we requested help several times, we were told it would be fixed and it never was. Anyway every night when we got back to our room we could not get in when all we wanted to do was sleep already! We had to walk back to front desk and wait for someone to come help. It was a big hassle. So the email did result in a call from very caring guest services, they sent us $50.00 Disney Dollars. So I guess it turned out ok. Next time that happens I will insist on it being fixed right away.

 

[CAD3655]

I actually had a great expereince with DCL.

I was unlucky enough to get Norwalk Virus on our honeymoon cruise. The cruiseline customer service group and bursar's staff was very responsive in getting me healthcare, transfers and airline tickets home as well as giving us a free cruise certificate.

When we made our arrangements for our "2nd" honeymoon they also placed a $200 room credit on our reservation.....

 

[BrerRabbit_fan]

I've never needed to get in touch with them and hope I never will. The comps you all are mentioning don't seem worth it.

 

[Aurora63]

We also emailed guest relations from the WDW website and had a real person call us at home! We saw a rat in AK next to the pizza place, and wanted to inform Disney about it (not get anything for it). We received an explanation and apology

Was it actually inside? I would have freaked out!

 

[TwingleMum]

A couple of years ago I emailed and complained about the lack of boy oriented character meals ~ I got several phone calls back including the VP of WDW Dining. I think when Disney is on their game no one beats them in the customer satisfaction dept.

 

[amejr999]

It's actually quite nice... up until 2 or 3 years ago, Disney basically ignored all letters and emails. If you were lucky, you would get a form letter back.

 

[AladdinsPrincess]

Just this past year we had a horrible time at MNSSHP due to pre-hurricance weather blowing through Orlando. They really should have cancelled the event that evening because they cancelled the fireworks and the parade, and no characters were out because of the torrential rain. It was just awful! I complained to Disney via email when I got home and they called and fixed everything for us. They can't control the weather, so they really didn't have to do anything for us, but - because they're Disney - they wowed us with some amazing customer service!

 

[MickeyMouseGal]

When I stayed at the GF last year, our lagoon view consisted of a large dead tree. At the time of the stay, I complained to the front desk. They apologized but offered no resolution. When I returned home, I emailed the guest relations department a picture of my lovely 'view'. A few weeks later, I was called at home and asked for a more detailed explanation. The CM was very sympathetic and told me to call a private number 10 days before my stay. On t-10 days, I spoke to the guy in charge of assigning rooms at the GF. He basically let me pick my building and room (within the classification we had reserved for)! Of course, I picked a dormer room on the top floor of Conch Key with an unobstructed view of Cinderella's Castle! When we arrived at the GF, we were met at the front door and given VIP check in! (When a CM walks you directly to your room prior to scheduled check in time!) The first night, in addition to the included turn down service, we were given wine glasses, a large bottle of Evian water, and a box of chocolates! The box itself was made out of dark chocolate and had a picture of the GF on the front! The view we had was beautiful! Very much worth it for putting up with the previous year's tree view!

 

[ciera321]

I e-mailed a complaint about having to buy 2 separate park tickets in order to get the dining plan for a split stay at CSR and BC. It would have cost us about $450 more for the extra tickets just to have the dining plan, not worth it!!! Anyway, I got a call from a very nice person in the customer service department and she fixed it for me, even walked my AAA agent thru it when I told her I wanted the AAA discount, too. Very nice and very efficient!!!