Be aware...be very aware...

[Va-bear]

... she told me that she could see that I had been looking at that week on line??? Kind of creeped me out. They already knew I had been putting in a search on their site for that week. Creepy huh?

Oooooh yes, that is very creepy! I guess it doesnt surprise me but Big Brother should have some limits - that crosses the line in my opinion. I know the hard drive of their systmem would keep track, and maybe even use that info for marketing, etc. but when any of the CM's can see it, specific information about what I choose to look at, that is wrong in my book. Bleh.

 

[angwill]

I too have noticed a lot of hard selling going on when I have called about reservations. I booked 3 trips, canceled one of them, and added days to one and every new reservation I was pushed to pay then. There is no holding the reservation offered and I have been urged to book or I might lose out. I have heard the excuse that everyone is calling lately to book because school calenders are coming out for next year when I asked about adding days. She said if I didn't book the days would probably not be available when I called back and it is easier to take days off than to add days to the reservation. I was told there are very few availablitities left so I might loose out etc. etc.

Another weird thing is that every time I have called to book, pay more on the reservation, and add days I have a new reservation number put on the reservation. One of mine now has 4 different reservation numbers attached to it. What's with that? I sure hope they are not stealing the reservation from each other by giving it a new reservation number.

In the past I worked weekends for a vacation company. This was a hard sell get the reservation and payment now or else position. If we did not sell so much in vacation totals we lost our jobs at month end. Lots of agents were given the boot each month. I finally quit because it just became too much pressure to sell making me hate the job. I would hate to think that is what is happening at Disney.

 

[OhMari]

Maybe they want everyone to book on-line and not call anymore. They are really pushing that commercial, where the wife is on the computer and she finds the $1600 and says, "Honey, I think we can do this,"

The first time I called at the beginning of January, I had the sweetest lady. And I didn't book my vacation, since the prices were very high. She told me to have a magical day and she hoped to hear from me soon.

When I got my 40% off code, I had another really nice CM. The only problem I had-I had a split stay, and she applied the wrong amount to the downpayment. She switched them.

Like I said in my first post on this thread-I wanted to add a day on our AKL. The CM would not let me add the day on, she said, AKL was full and there were no rooms available. I tried other resorts and she wouldn't let me use the 40% off code on anything. I hung up and tried again, and I think I got the person sitting next to her, and she wouldn't let me use it for 1 day either.

I called that afternoon, booked the extra day with the code, and this is when the CM found out the downpayment was switched. She changed everything and then added the extra day. She told me how she lives only 2 miles from the AKL and she will go on her off days and sit at the AKL outside and read a book. So she lives in Florida. I should of asked her where the call center is.

 

[auntie]

All these posts can't be "mistakes" there is definitely something
NOT SO MAGICIAL going on.

 

[DizMom11]

It happened to me twice. Once when I asked for a AAA discount and the CM said sure and quoted me rack rate. The 2nd happened with DU (sorry). I was told that with the premium plan I needed to buy park tickets for the entire length of stay, rather than the actual one day requirement with packages. All I can say is thank you Dis Boards! I thought it was just me and a couple of bad experiences.

 

[traci]

I had initially called and was quoted $3200 for my package. I didn't book because I was holding out for a code. Finally received a code, and I called back to book. The CM quoted me $3000 and kept carrying on about what a great deal I was getting blah blah blah AND she was extremly pushy. I felt uncomfortable and ended the call not booking. I didn't feel like that was such a great deal as she kept tying to convince me it was. I called back again about 10 minutes later and talked to a professional and friendly CM. He quoted me $2500 for that same package. Needless to say I booked it. There is something very bizarre going on over there. Had pushy lady been upfront and not so creepy I would have booked right then. But my gut (and my math) was telling me she was off. thank goodness I was blessed with a good cm just minutes later.

 

[jenrose66]

The lady I know that this happened to did and he gave her the worst attitude and when she said she was going to report him, he said go ahead.

I think they know they are doing this in hopes of getting people to book and go to DIsney WOrld thinking they got a great rate. This is just an awful scam and I wouldn't be so quick to think so, but look at all the people that this has happened to!

I'm not excusing what happend, because this isn't right. But I don't know that it was a scam. Maybe CRO is just tired of people asking about codes and then being yelled at when no codes are attached to a person's name. Instead of dealing with the conflict, they just say, yeah this is a discount.

It's unethical, true, and again, I'm not excusing it, nor am I saying that all people calling in are rude and pushy. But it only takes a few people on a very busy day to make you crazy. I do phone work and by the end of my shift, sometimes after the first hour, I feel like I could die and short of being dishonest will do whatever it takes to keep people from getting angry or mean to me.

 

[angwill]

There is more going on than just the discount issues from what is being said here.

Another thing is that they are getting paid to work in customer service. If they can not handle it and do their job, which is to give GOOD service to the customers calling in, then they are in the wrong line of work and need to find a new job. I worked in customer service for 7 years and I never, ever took out my bad day on a customer. If I needed a day off that is what my personal days were for. I also would have gotten fired had I embellished on a truth let alone flat out lied to a customer just so I could make it through my day without a customer getting angry or mean to me. That is why they teach you to have empathy for the customer and understand that they are upset but it is nothing personal toward you but not to have sympathy which is what makes it personal when they are angry.

 

[always_learning]

Well I am confused also. My Dh received the pin code offer by email that stated 20% off. I called tonight and the CM mentioned that he saw the code and it was Dh's name...and it would be 40% off. I am trying to do the math but keep getting confused. If I booked a pkg...the 40% should come off of rack rate for the room and then just add in dining and park tickets correct?

My CM was also pushy and tried hard for me to give him my credit card...thankfully it was in the other room or I might have given in. He told me he would put it on a courtesy hold and that my deposit would be needed by March 2nd to keep it.

 

[auntie]

There is something very bizarre going on over there.

I agree...this is no coincidence. They seem to be changing their techniques. Very agressive, and dare I say..sneaky.

 

[jenrose66]

There is more going on than just the discount issues from what is being said here.

Another thing is that they are getting paid to work in customer service. If they can not handle it and do their job, which is to give GOOD service to the customers calling in, then they are in the wrong line of work and need to find a new job. I worked in customer service for 7 years and I never, ever took out my bad day on a customer. If I needed a day off that is what my personal days were for. I also would have gotten fired had I embellished on a truth let alone flat out lied to a customer just so I could make it through my day without a customer getting angry or mean to me. That is why they teach you to have empathy for the customer and understand that they are upset but it is nothing personal toward you but not to have sympathy which is what makes it personal when they are angry.

I've also been doing customer service for more years than I care to mention. I can say that I have also never taken a bad day out on a customer. However, I get many mean and nasty people. I believe that courtesy should go both ways and if someone is truly trying to help you that the customer should not be mean and nasty just because they are the customer.

Now, more is going on in this situation and it does sound like poor management. However, it is impossible to not take things personally. We are people, not robots and when I am being screamed at and treated with extreme disrespect, it makes me not want to go out of my way to help someowne. I do my job politely and correctly, but because I take so much crap on a daily basis I do not go above and beyond.

Also, it's not easy to just find another job. Customer service pays well in my area and when you found yourself in that line of work then have children, etc...you can't just leave your salary and benefits. You have other priorities to consider.

I just want people to think, next time they berate someone or tell them that they are rude that these are real people with feelings on the other end of the line and that they deserve to be treated with respect.

 

[dreams4disney]

I didn't ask for a Pin code when I called. I don't ever remember calling and asking for one. If a general public code came out I would ask for it or when I had an AP and they had codes come out I would ask for those. I was not told I had a pin code or any code I was just told I was saving 40% which I was not. I did the math myself and ti was pure rack rate. The thing I didn't care for was how she was pushing me into it. I told her I wanted AAA rate if there was for room only. she didn't even look she wouldn't stop pushing the package. she kept telling me how I was getting a great deal. I could have booked the same thing through the website. There was no deal.Later that evening I called and got the AAA rate and I am Happy with that. I have never had that happen before. I assumed it was a one time happening.

All in All I am happy with what I have. Would I like to get a pin code or a better discount..Yes, I am sure we all would. Right now I am just happy to be able to go back. I know if anything happens we may not be able to. I am not going to let a few CM's ruin a trip we have been waiting and hoping for for over a year.

I am sorry that I am not the only one who had this happen to them. I am surprised at how many people it has happened too and sad about it. several years ago when we first started going it was so different.

 

[kaitlin-n-mom]

So she lives in Florida. I should of asked her where the call center is.

The cast member I spoke to told me the call center was located in Tampa. She did a wonderful job booking my ressies, even found a 40% off code for me. However, the first castmember I spoke to was less than friendly and unwilling to check for any discounts and less than informative.

I am beginning to wonder if their aren't muiltiple call centers.

 

[angwill]

I agree respect gets respect but the fact of the matter is that the CM is getting paid to be nice and give good customer service. If the job entails dealing with a few nasty customers that is part of what they get paid to do because they are paid to represent Disney no matter what. I would not assume that the people calling in are being nasty when they ask about discounts. Problem with the courtesy going both ways is that the customer is not getting paid to be nice they are the ones paying to be treated with respect no matter how they come across when they hand out their hard earned dollars that pay for what eventually goes in toward the CM's salary. That is why they train customer service agents to not take things personally and how to let the customer know that you understand they are upset (even if you really don't understand why they are so upset over something you see as silly) and you are going to work with them to resolve the issue which 9 times out of 10 calms them down since they know you are now on their side.

You have to admit that it is highly unlikely that people are being angry and nasty to CM's when asking for a pin code and are told there is none. If the CM's don't like that question that is too bad for them it's part of the job to hear repetative questions that they might want to pull there hair out if they hear one more time. It still does not give them the right to outright lie about discounts to book packages or all the other stuff that people are dealing with when they call in.

I am sorry that you can not stop yourself from taking things personally but I can tell you from experience that you don't have to be a robot not to. With good training like we got they taught you how to not take it personal. The person is not angry with you they are angry with your company and the situation why would it be personal because you are the person answering the phone? It is you who chooses to make it personal or realize they are not personally mad at you. I spent part of my days calling back customers who called to complain to make sure they were satified with the outcome so believe me I talked to lots of really angry people. Where I worked the customer service reps who took things personally were not there long because they were the ones who spent a lot of time crying and taking the stress home with them. It is human nature not to go out of your way for people who treat you like crud but you still have to handle yourself in a professional way when you deal with the issues they are having because you are paid to represent the company you work for. It is appearant on this thread that even acting respectful toward the CM customers are not being treated professionally which is a direct reflection on the place we all love WDW.

I am sure that you did not mean that you don't go out of your way for the respectful customers because of the butthead you had on your last call. The basic fact is that you say you get paid well for what you do and if that includes dealing with people who don't treat you they way you want to be treated that is part of the package but you still have to be professional. This is a sad reality with just about every job on earth unless you have no contact with people at all but that doesn't mean you won't have a co-employee or boss that's meaner than a customer and I would bet you wouldn't be treating them with disrespect unless you were about to quit.

I am not trying to start an argument but a job is a job and you are paid to do it to the best of your ability no matter how you are treated in return and right now it seems that not all the CM's are doing that. Thank goodness for the good CM's to which I am sure there lots more of than bad ones.

I've also been doing customer service for more years than I care to mention. I can say that I have also never taken a bad day out on a customer. However, I get many mean and nasty people. I believe that courtesy should go both ways and if someone is truly trying to help you that the customer should not be mean and nasty just because they are the customer.

Now, more is going on in this situation and it does sound like poor management. However, it is impossible to not take things personally. We are people, not robots and when I am being screamed at and treated with extreme disrespect, it makes me not want to go out of my way to help someowne. I do my job politely and correctly, but because I take so much crap on a daily basis I do not go above and beyond.

Also, it's not easy to just find another job. Customer service pays well in my area and when you found yourself in that line of work then have children, etc...you can't just leave your salary and benefits. You have other priorities to consider.

I just want people to think, next time they berate someone or tell them that they are rude that these are real people with feelings on the other end of the line and that they deserve to be treated with respect.

 

[havinfun]

I called and used the code for the 40% off for the August 10th promotion. I was able to book Corando Springs for $99 a nightfor 5 nights. I also purchased park hopper tickets for 6 days and Disney Dining. My price for 2 adults was $1497. When I tried to book the exact same thing online my price was about $400 more.

I asked for room prices of Wilderness Lodge and Coronado Springs. I remember the Wilderness Lodge was ove $900. To me that didn't seem like 40% off. Maybe they' re giving 40% off on the rooms that aren't moving.

The code was on a post card mailed to my husband.

 

[denman007]

Well I am confused also. My Dh received the pin code offer by email that stated 20% off. I called tonight and the CM mentioned that he saw the code and it was Dh's name...and it would be 40% off. I am trying to do the math but keep getting confused. If I booked a pkg...the 40% should come off of rack rate for the room and then just add in dining and park tickets correct?

I believe this that is correct. Just do the math on the room you want at 40% off and add the the dining and tix in. At the very least, the price they quote you should be equal to that. Don't forget the tax and the CM probably added in trip insurance as well.

 

[always_learning]

I believe this that is correct. Just do the math on the room you want at 40% off and add the the dining and tix in. At the very least, the price they quote you should be equal to that. Don't forget the tax and the CM probably added in trip insurance as well.

Thanks for answering! I am off to do the math...I did receive the email confirmation of my courtesy hold and the CM did add trip insurance.

 

[always_learning]

I called back this afternoon and talked to a different CM. She quoted me $804.66 for 6 nights at POR 12/7-12/13. Which is 20% (my original pin code) but last night the CM told me he could do the 40% off. She explained that last night the CM used the same pin code she is. THEN she proceeds to try and talk me out of POR. She says the rooms can be quite cramped and since I will have the pack-n-play...I know your kids will be getting bigger etc. ?? I told her we were just there in Dec 07 and we really loved it and the grounds. She says I should try the Family Suites in the Value or a Deluxe. I just said no thank you and goodbye.

 

[notsosnowwhite]

I am glad yet sorry that I'm not alone in my original situation - I was told I had a code when indeed I had not. I understand greatly the pressures of a "public" job and dealing with difficult personalities. However, to get this back on track, the original CM who quoted me a 40% off discount was in no way mean or rude - she was quite excited for me to get a discount! I was so thankful to her - not at all disgruntled. The entire exchange was exciting and civil with lots of giggling and congratulations. It was only through my knowledge of rates / discounts that I discovered this was not at all accurate - I was instead quoted a regularly priced vacation and was assured it was 40%.

I almost think it would be more understandable if the CM was rude or unkind. I could write off the experience to someone having a bad day instead of feeling like I was almost duped.

 

[VickiVM]

So it might be safe to say that all of those who called and was told of a discount pin code, but never received an email or postcard, probably didn't get a discount at all??