keishashadow
Proud Redhead...yes, I have some bananas!
- Joined
- Dec 30, 2004
- Messages
- 32,586
I haven't been following the whole FP+ system, feel as though I'm playing catch up trying to figure out what I need to do for upcoming January trip. The following might be common knowledge but I hadn't stumbled across it nor did the DVC CM I spoke to yesterday ever hear of it. Call it a vent
but also an attempt to keep anybody else from experiencing the same problem.
Have two DVC units booked for January, one for DS's family. We attempted to purchase park tickets by calling in to Disney on Sunday in order to receive tix #s to link to their 'experience'. Once the CM heard it was DVC accommodation, refused to discuss and said I had to call MS during business hours the next day.
I called MS (20 minute wait on hold) to inquire and told yes, that's the policy and I'd need my DS on the phone to link the tix #. Once he arrived, I again called MS. After a 40 minute wait on hold this time, the tix were purchased.
I was very clear that we needed to link the tix information by Sunday and was told that the 'will call' number would suffice and automatically self-populate to the appropriate person once it was add to their 'experience'. The CM indicated that 'free' federal express shipping was available and encouraged me to consider it vs will call. Sounded like a good idea...
not!!!
DS gave the CM authorization to access their account and she couldn't input the tix.
. Turns out that if you elect the ticket delivery the system cannot recognize the will call number & you cannot link them until you actually have a hard copy of the tix in hand. 
Another 30 spent on hold while frantic CM consulted with ticketing and her supervisor...told there was nothing they could do since the tix were 'already mailed'
. She was very apologetic and said she had no idea this would happen. I inquired as to cancelling the transaction and starting over and she said it would take 2 - 3 months before DS would receive the credit back to his account, which he wasn't comfortable with as the CC is to be used for other trip incidentals.
I don't blame the CM, if they aren't trained properly, how can they be held responsible?
However, it's apparent by the long hold times I experienced they are overwhelmed by the number of people calling in for help. The supervisor I spoke to agreed. She said once online servicing went into effect, the number of calls decreased dramatically and staffing was adjusted; however, they were taken by surprise as to the volume of calls the last few months.
So, now we wait. Was told often the tix are received in as few as 3 business days vs the 7 to 10 as stated. Didn't reassure me though when told jik the tickets don't show up
they can reissued @ concierge/park gates upon arrival.
I plan on selecting FPs @ our 60-day window for myself and DH. Once the tix have been received for DS's family will track down the technical dept's phone # and ask if they can possibly mirror them. 
but also an attempt to keep anybody else from experiencing the same problem.Have two DVC units booked for January, one for DS's family. We attempted to purchase park tickets by calling in to Disney on Sunday in order to receive tix #s to link to their 'experience'. Once the CM heard it was DVC accommodation, refused to discuss and said I had to call MS during business hours the next day.
I called MS (20 minute wait on hold) to inquire and told yes, that's the policy and I'd need my DS on the phone to link the tix #. Once he arrived, I again called MS. After a 40 minute wait on hold this time, the tix were purchased.
I was very clear that we needed to link the tix information by Sunday and was told that the 'will call' number would suffice and automatically self-populate to the appropriate person once it was add to their 'experience'. The CM indicated that 'free' federal express shipping was available and encouraged me to consider it vs will call. Sounded like a good idea...
not!!!
DS gave the CM authorization to access their account and she couldn't input the tix.
. Turns out that if you elect the ticket delivery the system cannot recognize the will call number & you cannot link them until you actually have a hard copy of the tix in hand. Another 30 spent on hold while frantic CM consulted with ticketing and her supervisor...told there was nothing they could do since the tix were 'already mailed'
. She was very apologetic and said she had no idea this would happen. I inquired as to cancelling the transaction and starting over and she said it would take 2 - 3 months before DS would receive the credit back to his account, which he wasn't comfortable with as the CC is to be used for other trip incidentals.I don't blame the CM, if they aren't trained properly, how can they be held responsible?
However, it's apparent by the long hold times I experienced they are overwhelmed by the number of people calling in for help. The supervisor I spoke to agreed. She said once online servicing went into effect, the number of calls decreased dramatically and staffing was adjusted; however, they were taken by surprise as to the volume of calls the last few months.So, now we wait. Was told often the tix are received in as few as 3 business days vs the 7 to 10 as stated. Didn't reassure me though when told jik the tickets don't show up
they can reissued @ concierge/park gates upon arrival.I plan on selecting FPs @ our 60-day window for myself and DH. Once the tix have been received for DS's family will track down the technical dept's phone # and ask if they can possibly mirror them. 
. It's early on in the testing and you are there during a rather dead time, not sure your experience will be the norm. 
