As I am talking to a CM on the phone.....

[kpapiezjhbk7211]

I am in total shock as to how uninformed they are.

1. She told me the mine train will be open by next weekend because her and her daughter are going to check it out
2. She told me how cool the new FP+ system was because you are not limited to 3 FP+ per day, you can always go grab a paper FP.

This is crazy to me!

 

[Robo]

I am in total shock as to how uninformed they are.

1. She told me the mine train will be open by next weekend because her and her daughter are going to check it out
2. She told me how cool the new FP+ system was because you are not limited to 3 FP+ per day, you can always go grab a paper FP.

This is crazy to me!

Below is a post by Cheshire Figment, current on-site WDW Cast Member, and DISboards veteran.
As you can see, many Phone CM's are not in the Orlando area and many have never even set foot in WDW.

When you call Walt Disney World, unless you really know a direct number, you will get one of two offices.

The Disney Reservations Center (DRC) includes Walt Disney Travel Company (WDTC), Central Reservations Office (CRO), Disney Dining, and some other lesser known information lines. To the best of my knowledge the DRC locations are in the International Drive area, Tampa, Houston, Salt Lake City and somewhere in North Carolina. There may be more. Some of the people working at the DRC call centers may never have been to either WDW or DL (or both).

The Main Switchboard (407-824-2222) is also where all calls to Disney Resorts go if you are dialing the phone number on the back of your reservations form. Also that is where calls go if you dial the Operator from your room, and possibly even calls to the Front Desk. The Main Switchboard people will, if asked, also identify themselves as Guest Services. They can put you through to any number on WDW.

At both DRC and MS they have access to a computer which has lots of Guest Information and it is very well organized. Actually, all CMs who have access to a terminal, or who even can access the "Cast Portal" from off-site, have access to this Guest Services information. I will often open an extra window when I am responding to people and go into the Portal for the latest official information.

The people at DRC and MS do not deal with upgrades, partially used tickets, or problems related to tickets. They do not know all the rules. The people at DRC can sell unused tickets; the people at MS don't deal with tickets at all.

The people who work in the ticket booths at the Parks or in Guest Relations at the Parks (and this includes TTC, the Water Parks, and GRO in DTD) deal with ticket upgrades and unusual problems on a daily basis. I would not say that someone you talked to on the phone lied to you, but just they were attempting to answer a question when they really did not have an answer.
__________________

 

[larryz]

Need a major headline on this news -- CM soft opening on 7DMT next weekend!!!

 

[married2mm]

On the phone to disney last week,lady told me the only preparation before our trip was booking any adrs.
Didn't need to concern ourselves with any stories of fp+ or magic bands.

Just turn up and have fun!?

 

[EEPETEZ]

Same thing happened to me a few weeks ago. They told me you could get a FP+ for both soaring and TT. She also told me that I was vastly misinformed by unofficial 3rd party websites. It wasn't worth the discussion. It did make me lose a bit more faith in my favorite place on earth.

 

[tina.tina]

It's always amusing when someone posts that an eyewitness account can't possibly be true because a CM on the phone told him how it really is.

 

[rimomma66]

2. She told me how cool the new FP+ system was because you are not limited to 3 FP+ per day, you can always go grab a paper FP.

Well then I guess we should just feel free to uncover the machines and boot them right up!

 

[Spriesty]

I LOL'ed @ this thread! I know it's frustrating when you're going through it, but it is kinda funny.

 

[DebbieB]

Below is a post by Cheshire Figment, current on-site WDW Cast Member, and DISboards veteran.
As you can see, many Phone CM's are not in the Orlando area and many have never even set foot in WDW.

If Disney is putting them on their phone lines, they should be trained on all aspects of questions they may get. Not being in the Orlando area is not an excuse for dispensing wrong information. It's not the cm's fault, it's Disney's for not properly training them.

 

[Robo]

If Disney is putting them on their phone lines, they should be trained on all aspects of questions they may get. Not being in the Orlando area is not an excuse for dispensing wrong information. It's not the cm's fault, it's Disney's for not properly training them.

If someone asked you a Disney park operation question for which you did not have any information, what would be your reply?

 

[kpapiezjhbk7211]

What's crazy is I didn't ask her about either of these things. She volunteered both!

 

[YCFAN]

I was told yesterday during a "chat" session on Disney's website with a CM that your party could not be separated if you wanted to use Memory Maker. That the entitlement was for one MB only and would not work unless the whole party was together.

I knew this wasn't the case and told them that was not correct information but they insisted they were right. Only one person can be designated to do the download of pictures after the trip but they actually told me that each member of my family would have to purchase the Memory Maker separately in order to have their ride pictures, etc. included. I just finally ended the chat.

 

[marypoppins81]

I phoned wdtc UK this week and was told:
Fp+ can be booked 90 days out but only 1 ride per day.
I cannot keep my bags with me on magical express
UK guests cannot check in online ahead of arriving at the resort

Counting down to 14th May!

 

[flicx]

If someone asked you a Disney park operation question for which you did not have any information, what would be your reply?

I would say let me look it up on my computer. Surely Disney has a frequently asked question section for their phone people. If not shouldn't they. Better yet if you don't know the answer say so!

 

[tcherjen]

My goodness.... I wish the mine train was going to be open for our March trip, but not counting on it. Maybe for our May trip.

 

[Oomiak]

If someone asked you a Disney park operation question for which you did not have any information, what would be your reply?

Their answer SHOULD be, "I don't know, but I will find out". That is a far better answer than making something up!

 

[WeCantWait]

I agree with you, it's absolutely crazy. Even if they have never stepped foot on Disney property, it is up to Disney to train them properly. I have been given incorrect information countless times.

If they don't know the correct answer they can simply say so. They can offer to find the correct answer. They should be able to get in touch with a supervisor or manager that can lead them to the correct answer. To simply make things up is ridiculous. I wonder if Disney monitors any of these calls for quality control?

 

[DebbieB]

If someone asked you a Disney park operation question for which you did not have any information, what would be your reply?

I would say let me find out about that. I wouldn't guess. I am a trainer and get questions all the time that I can't answer, I say let me find out and get back to you.

They are representing Disney on the phones no matter where they are.

 

[plutoloversmom]

Have you ever participated in the questionnaire after the phone call? They ask you about the operator on the phone and if you give it a low score they want to know why. I believe (or at least hope) that someone takes the remarks that people leave under some advisement.

 

[WeCantWait]

Have you ever participated in the questionnaire after the phone call? They ask you about the operator on the phone and if you give it a low score they want to know why. I believe (or at least hope) that someone takes the remarks that people leave under some advisement.

I have taken that survey several times. For some reason I am never asked "why".