Call from Disney Customer Service

[tgree9369]

This is my reaction, and I was worried I'd get criticized here for it. I thought people would say, "Come on! Most companies would never call these days!" But it all just seemed pointless and almost disrespectful. Like they were just doing it to say they did it.

Ultimately, this is more about the decline in customer service than anything. Disney was always great at these things and it's only recently that it's gone downhill. Again, customer service is/was part of the reason people pay a premium to stay onsite and keep coming back to WDW in the first place. By calling me and doing nothing they basically said, "We understand your concern. Let us respond by further reinforcing that concern!"

Very well put and my point as well. Disney needs to raise back to the level of customer service it was know for...that is why Disney is Disney...if not, they will become just another destination to choose from...people have long memories and know what is being taken from them.

 

[tgree9369]

You will not get criticized for it!

It definitely seems people are having more negative experiences with Disney than positive as of late.

You can contribute those negative experiences right to the top of Disney...Bob Chapek. Money (not that it hasn't been before - but it was tempered with the reality of daily operations) is driving the management of Disney Parks and when this happens, the consumer pays the price. It's the "be lucky you are getting what you are" attitude. It's definitely not what the previous CEOs philosophy was...they were conscious of who they had to answer to...and it wasn't the shareholders.

 

[DL1WDW2]

I agree with your point (although not with the intent of post in question ).

It's just my recent positive experience is fresh in my mind as it just happened so it colors my opinion at the moment.

Of course the OPs calls would seem pointless, because in essence it was.

I’m glad you mention this because a recent pleasant experience versus my grumpy need a Disney fix explains a lot to me.
Sorry these 4 walls are shrinking , thankfully not haunted...

I will say that the level of Disney or any customer service is changed with the mask & keep a distance protocol.
Bob & Bob need to don a mask to spend a day at Disney.
It feels like they might be “DISconnected”

 

[Farro]

I’m glad you mention this because a recent pleasant experience versus my grumpy need a Disney fix explains a lot to me.
Sorry these 4 walls are shrinking , thankfully not haunted...

I have no idea if this was an insult or a compliment, so I'll take as a compliment.
Thanks!

 

[GAN]

This is my reaction, and I was worried I'd get criticized here for it. I thought people would say, "Come on! Most companies would never call these days!" But it all just seemed pointless and almost disrespectful. Like they were just doing it to say they did it.

Ultimately, this is more about the decline in customer service than anything. Disney was always great at these things and it's only recently that it's gone downhill. Again, customer service is/was part of the reason people pay a premium to stay onsite and keep coming back to WDW in the first place. By calling me and doing nothing they basically said, "We understand your concern. Let us respond by further reinforcing that concern!"

I'm not going to say your situation is unusual -because it really isn't. But I've had mostly good to excellent customer service on any phone conversations with WDW. In person is about the same except for one particular incident which was poor. I'm just curious if you asked the person what the specific purpose of the call was for since it didn't resolve anything for you -I find with Disney that sometimes you have to push them along ...or flat out embarrass them! With great customer service you shouldn't have to -so I get that. I have the somewhat unique perspective of working with them on the other side, where they were my customer, so I'm familiar with their expectations. If we're struggling, I make it clear that my expectations are equally as high as their own ...that usually works. Without question -with their growth over the last 20-years or so it's easy to find examples of poor service at WDW, I'm sure some excuses deal with a diminishing qualified workforce. It does seem like they are just putting bodies in places to plug holes. Maybe we'll see executives dedicate parts of their million dollar bonuses to needed training....

 

[tgree9369]

I have no idea if this was an insult or a compliment, so I'll take as a compliment.
Thanks!

I am voting for a compliment!
DL1WDW2 and I are apparently on the same wave length...in need of some good Disney vibes!

 

[tgree9369]

Maybe we'll see executives dedicate parts of their million dollar bonuses to needed training....

Oh wouldn't that be...never mind won't happen.

 

[DL1WDW2]

I have no idea if this was an insult or a compliment, so I'll take as a compliment.
Thanks!

And my apology truly was sincere.
I normally take the stance it is important to listen to both sides... and I am glad I listened to yours because I did not realize how grumpy I have been in all my responses lately... in the past my sisters would all “ recognize” when we needed to do something Disney even if it was just the Disney Store in the Mall..

 

[Lilsia]

Yes, rather strange for them to call back and then not really be in a position to provide any resolution along with the mentioned language difficulties. It sounds like some department thinks if they just explain something enough times to you, then you will magically agree with them............NOT!!! I personally would also be more irritated with them calling back if they really can't provide any resolution to your concern. Disney would be better off NOT calling people back in those situations. I stopped filling out most surveys for that reason. I don't want someone contacting me who is going to haggle with things I noted in their survey.

This is how I feel. Sounds like they just called to be patronizing. "Oh, you don't like that we are giving you less for more money? Too bad for you." Why call at all? This is not the Disney that it used to be. I had an issue once with booking and the original guest service cast member on the phone was clueless and kind of a jerk. I email them with the issue and someone higher up called me, apologized, and fixed the issue.

 

[_19disnA]

I agree, being patronizing by Disney just makes matters worse. Far better if they didn't call at all and those people returning calls needlessly could be better used in some other 'customer service' role. A good example, I had recently was with a popcorn company. I bought a new type of cheese popcorn and it was SO salty, we couldn't eat it. I assumed they messed up the recipe during manufacture and would want to know. I sent an email on their website and as the OP mentioned, just to inform them and didn't expect any reply. The next day they emailed me, asked if I could provide the 'run number' on the package and then sent me 2 bags of replacement popcorn for free !!!

 

[tgree9369]

I agree, being patronizing by Disney just makes matters worse. Far better if they didn't call at all and those people returning calls needlessly could be better used in some other 'customer service' role. A good example, I had recently was with a popcorn company. I bought a new type of cheese popcorn and it was SO salty, we couldn't eat it. I assumed they messed up the recipe during manufacture and would want to know. I sent an email on their website and as the OP mentioned, just to inform them and didn't expect any reply. The next day they emailed me, asked if I could provide the 'run number' on the package and then sent me 2 bags of replacement popcorn for free !!!

This company did the right thing in that they asked for information to fix the issue and sent a replacement for the money you spent. It's a simple but effective formula for business and good customer service. Disney has always strived to provide that...and for the most part has been a shining example of this practice, however, lately it seems that some of the customer focus is slipping.

My 2 Cents: Most people aren't looking for something Free from Disney...they are looking for the "Magic" that they were promised and were told to expect from generations before them. Disney prides themselves on being better than the rest...Walt would expect and accept nothing less.

 

[ShirikiUtundu]

I still booked the trip

If you didn't call to cancel your trip there is literally no incentive they need to entice you to keep it.
I 100% agree that Disney value has really, really gone down the drain. But this is an instance where results will not be seen until people let their money talk instead of their mouths.

 

[tgree9369]

If you didn't call to cancel your trip there is literally no incentive they need to entice you to keep it.
I 100% agree that Disney value has really, really gone down the drain. But this is an instance where results will not be seen until people let their money talk instead of their mouths.

Unfortunately, Disney knows that a lot of people will swallow that jagged little pill and just smile. They are relying on their reputation to resolve issues...that only lasts so long.