Bummed out and sad after talk w/ Disney CSR

[mdetloff]

Just got off the phone with a very rude CSR from Disney.I told him I was thinking about making a reservation of June or August and would like some help to see if I had a discounts available.He told me that everything was online and available at disney.com and I could look there.Told him that I was looking to see if we had a free dining pin code and he said,"No, you have nothing." Funny thing is that I tried calling last night and the rep told me I had 30% off a room good until December.Now, I don't usually call daily to check and bother(only 3rd time I've called in last month) them but had an unexpected day off of work and just getting anxious to plan for the upcoming trip we would like to take with the family.The only way we can do it though is with free dining.Family of 12(traveling with brother's fam) and all considered Disney adults and teens who eat a lot of food.The CSR told me last night that I should be grateful for the 30%off code and I would not be getting a free dining code because they know I want to come.He also proceeded to tell me that Free Dining wouldn't be offered and I should not read the disboards (never mentioned I did btw).So do we get a bad rap with the CSR from Walt Disney Travel?Guess, I am giving up hope and will just wait and be patient.

 

[DancingMinnie]

I don't have any advice since I am waiting for my first PIN too but this is terrible! Sounds like that CSR was having a bad day

I hope it works out for you soon!

 

[toklotursa]

You should have had a talk with his boss.
There is no excuse for that behavior when your job is CSR.

 

[donalduck]

So just because the CSR told her something that she didn't want to hear and she didn't get what she wanted she should call and talk to his boss. REALLY?

You should have had a talk with his boss.
There is no excuse for that behavior when your job is CSR.

 

[padawans]

It's their job to book reservations, change reservations, look for discounts etc. I would have probably asked for a supervisor. You can always write a letter. I have reported rude cm's. They have a pretty simple job. It amazes me how many of them don't know how to do it or give out wrong information.

 

[mama2ella]

I don't have any advice since I am waiting for my first PIN too but this is terrible! Sounds like that CSR was having a bad day

I hope it works out for you soon!

ditto!

 

[bonjovi]

It's their job to book reservations, change reservations, look for discounts etc. I would have probably asked for a supervisor. You can always write a letter. I have reported rude cm's. They have a pretty simple job. It amazes me how many of them don't know how to do it or give out wrong information.

I agree with the bolded. I was misquoted twice this week, when trying to plan for a trip this April. I have called once a day since last sunday, trying to price out options. I was given incorrect information and when I went to book , based on that information, the price difference was $800 more. We were so upset....and miraculously a "flex offer" popped up but it was for a resort that we did not want at all. After being coaxed into booking it because it was so rare, we finally called back to discuss the misquote. An extremely nice associate went through everything, was so clear and nice and apologetic to us but could not do anything for us.

He finally recommended that we speak to guest relations and we did last night. This rep was amazing and honored the misquote immediately.

and, we did not have to write a letter or ask for a supervisor. In fact, the guest relations rep was so nice, he never even listened to the recorded conversations of our prior calls (we had it all written down, even down to the name, dates and times I called and this really helped him).

Just call back, be persistent but patient as well. it's a fine line but worth it , most times!

 

[bonjovi]

It's their job to book reservations, change reservations, look for discounts etc. I would have probably asked for a supervisor. You can always write a letter. I have reported rude cm's. They have a pretty simple job. It amazes me how many of them don't know how to do it or give out wrong information.

I agree with the bolded. I was misquoted twice this week, when trying to plan for a trip this April. I have called once a day since last sunday, trying to price out options. I was given incorrect information and when I went to book , based on that information, the price difference was $800 more. We were so upset....and miraculously a "flex offer" popped up but it was for a resort that we did not want at all. After being coaxed into booking it because it was so rare, we finally called back to discuss the misquote. An extremely nice associate went through everything, was so clear and nice and apologetic to us but could not do anything for us.

He finally recommended that we speak to guest relations and we did last night. This rep was amazing and honored the misquote immediately.

and, we did not have to write a letter or ask for a supervisor. In fact, the guest relations rep was so nice, he never even listened to the recorded conversations of our prior calls (we had it all written down, even down to the name, dates and times I called and this really helped him).

Just call back, be persistent but patient as well. it's a fine line but worth it , most times!

 

[allboyhouse]

So just because the CSR told her something that she didn't want to hear and she didn't get what she wanted she should call and talk to his boss. REALLY?

Yes I think so. The CSR obviously had a bad attitude and should have never made the comment about not reading the disboards. That is horrible customer service and certainly below Disney standards. I think if people want to be rude and ugly just for being asked to do their job they can go work somewhere else and let somebody who is willing have the job!

 

[RickyMouseMom]

I had to deal with a very arrogant and argumentative CSR a few weeks ago. She tried to blatantly tell me I was lying. She didn't change her tune until I asked for her name and to speak with her supervisor. I have never dealt with such rudeness in the past 12 years of booking vacations. Coincidence that we all have the same argument - or Disney standards and expectations declining? (NO flames please)

 

[Megsie1000]

I suspect that the CMs are probably very cranky since WE are all cranky when we call. I know at least for my extended family, we got used to getting the better discounts that have been offered in the past and the current ones are so disappointing that I bet they have been inundated with people trying to figure out how to get what they got last year, etc, and customers being very disappointed when those don't exist any more.

I understand Disney is trying to "wean" people off the good deals from the last few years because for whatever reason they don't think they are sustainable. It sucks for people like me because those good deals made staying on-site affordable, which is not so much the case any more. My family of 5 plus our relatives are currently booked on-site for early June (POR), but unless a better discount than 20% comes along, we're going to have to change our plans and stay off-site. We've called a few times asking about pins, but nothing has come of it. We were also hoping for a good AP rate, but those rooms at POR weren't even available ONE day after the discounts came out, which tells me they must not have had many rooms released on that discount in the first place. Very disappointing and I am sure I am not the only one who is in a bad mood before I even call.

 

[chocovrdmicears]

So just because the CSR told her something that she didn't want to hear and she didn't get what she wanted she should call and talk to his boss. REALLY?

I suspect that the CMs are probably very cranky since WE are all cranky when we call. I know at least for my extended family, we got used to getting the better discounts that have been offered in the past and the current ones are so disappointing that I bet they have been inundated with people trying to figure out how to get what they got last year, etc, and customers being very disappointed when those don't exist any more.

.

I work in customer service (NOT for Disney) - Part of the job is sometimes to deliver less than great news. And yes..sometimes we have to deliver it to someone who is already cranky. If you don't want to deliver bad news to a cranky person..Customer Service is not for you. It is our job to help the customer to the best of our ability and to do so in a kind way. Mood should not factor into it..mine or the customers.
I find, what can make a HUGE difference is not so much WHAT you have to say, is *HOW* you say it.
It sounds to be like the particular CM could have been a little (ok maybe a lot) nicer in how she spoke to the OP.
If I were you OP, I would call back and ask to speak to a supervisor to explain the details of your conversation. The end result for you may not be any different...but at least the supervisor will have the opportunity to have a conversation with that particular CM on how to communicate with customers better.

 

[jennyf2]

I called Saturday hoping for a FD pin--no luck but I had the RUDEST CM I have ever dealt with. I actually think she is the ONLY rude person I have dealt w/ at Disney. I told her I'm in the process of pricing out 3 rooms for the 1st week of August & wondered if had a pin code attached to my name. She barely let me finish & blurted out "codes are mailed or emailed only"! I knew she was dead wrong but I just said OK thanks & hung up..... UGH!

 

[StuckInKS]

I called Saturday hoping for a FD pin--no luck but I had the RUDEST CM I have ever dealt with. I actually think she is the ONLY rude person I have dealt w/ at Disney. I told her I'm in the process of pricing out 3 rooms for the 1st week of August & wondered if had a pin code attached to my name. She barely let me finish & blurted out "codes are mailed or emailed only"! I knew she was dead wrong but I just said OK thanks & hung up..... UGH!

How rude! I would have said "Well, it may have went to my spam folder, so could you check for me please?"

 

[npcougar]

I doubt you had a code to begin with. I've had codes "magically" appear from a CM but never show up again. If you get one that you can possibly use, go ahead and make a reservation. You can always cancel if you change your mind, but you may never get another code if you don't use it.

 

[Jenngoofys]

Here is my two cents int his matter.

1. People have learned when "Free Dining" is usually offered, and have started booking those dates before the discounts have been offered. Disney has no need to offer discounts early because the rooms are booked currently without any offers. Once people start canceling due to lack of discount we May see last minute discounts.

2. Some people have bounceback offers and dont need the discounts to be public, when Disney has repeat customers from the bounceback offers they may not need to fill as many rooms as before with public discounts. Sad for new guest good for repeat customers.

3. Disney is having a harder time selling DVC while still offering Free Dining, when doing the math it makes no financial sense to buy DVC when Free dining is offered regularly. Priced on the Disney Site - for 4 people 2A 2K (disney adults) 10 night stay - 10 day Park Hopper tickets, Value resort, "free dining" with the upgrade to Disney dining plan from free quick service -
$3343.98
DVC - Same vacation - at DVC OKW (cheaper resort for points) - 142 points - $3504 for Disney dining plan, and 10 day park hopper tickets

So with DVC you are paying $160.02 more in cash and 142 in points!! If you figure out the cash per point as $10 per point (dvc sells them for $15 a point) Thats $1420 dollars more. So our total for the same time frame in a "nicer hotel" studio where you have to pull out the couch for a second bed each night is $4924

Thats a difference of $1580.02 more per vacation!!! Is a room that is the same size as a value resort where you have to pull out the couch into a bed every night, very little house keeping, and no bed making really worth that difference? I dont think so!!! And anyone doing the math will know why do it when they give everyone else Free dining?? The Value resort saves $2120 on dining for the same trip. That makes a huge difference!!

4. Disney is currently banking on New and Repeat customers paying regular price due to the opening of the new Fantasyland additons. People want to see the new stuff. Sure they may only pay it once but that means no discounts needed this time around. Maybe in a couple years when the hype dies down they will give discounts again?

Im not saying it wont happen I am just letting you know how Im thinking this year.

 

[Tarheel girl 1975]

Here is my two cents int his matter.

1. People have learned when "Free Dining" is usually offered, and have started booking those dates before the discounts have been offered. Disney has no need to offer discounts early because the rooms are booked currently without any offers. Once people start canceling due to lack of discount we May see last minute discounts.

2. Some people have bounceback offers and dont need the discounts to be public, when Disney has repeat customers from the bounceback offers they may not need to fill as many rooms as before with public discounts. Sad for new guest good for repeat customers.

3. Disney is having a harder time selling DVC while still offering Free Dining, when doing the math it makes no financial sense to buy DVC when Free dining is offered regularly. Priced on the Disney Site - for 4 people 2A 2K (disney adults) 10 night stay - 10 day Park Hopper tickets, Value resort, "free dining" with the upgrade to Disney dining plan from free quick service -
$3343.98
DVC - Same vacation - at DVC OKW (cheaper resort for points) - 142 points - $3504 for Disney dining plan, and 10 day park hopper tickets

So with DVC you are paying $160.02 more in cash and 142 in points!! If you figure out the cash per point as $10 per point (dvc sells them for $15 a point) Thats $1420 dollars more. So our total for the same time frame in a "nicer hotel" studio where you have to pull out the couch for a second bed each night is $4924

Thats a difference of $1580.02 more per vacation!!! Is a room that is the same size as a value resort where you have to pull out the couch into a bed every night, very little house keeping, and no bed making really worth that difference? I dont think so!!! And anyone doing the math will know why do it when they give everyone else Free dining?? The Value resort saves $2120 on dining for the same trip. That makes a huge difference!!

4. Disney is currently banking on New and Repeat customers paying regular price due to the opening of the new Fantasyland additons. People want to see the new stuff. Sure they may only pay it once but that means no discounts needed this time around. Maybe in a couple years when the hype dies down they will give discounts again?

Im not saying it wont happen I am just letting you know how Im thinking this year.

Maybe it's just been a long day, but I'm not following your math here. And you can't really compare a room at one of the values to a room at OKW. A studio at OKW is almost twice as big! DH and I have already made our plans and we currently have a reservation at POR, but if there aren't any good discounts, we'll cancel and rent DVC points. I'd rather pay less to stay at a deluxe resort, even if I have to pick up after myself. And I wouldn't pay for the dining plan either.