Cast Member just hung up on me!

[WaDiWo]

Hi all,

before I start, please note that I'm not going to bash any CM, and really I'm not complaining, I just need a place to vent, and only you Disers seem to understand what's going on.

Here's the situation:
I'll be staying on property from August 3rd, 2009 (90 days from today May 5th 2009)
I called WDW dining to make ADRs for August 4th, 2009 (91 days from now).
Luckily I wasn't put on hold and an operator answered right away.

As soon as I said "reservation" and "August 4" she interrupted me and said, "you have to wait until tomorrow to make reservations for August 4."

I tried to explain that I was staying on property and to invoke the 90+10 day rule but she didn't let me finish and interrupted again, "I said you have to wait until tomorrow to make August 4 reservations," then I swear to you hung up on me!!

I know you may not believe me because it's an unusual event. I swear to you I was not rude, I did not raise my voice ... the whole conversation was literally 30-45 seconds long (even my coworkers here noticed something was up).

Maybe I'll give her (the CM/operator) the benefit of the doubt and maybe we got DC?? I don't know, her tone was that of frustrations. Or maybe -- because August hours are just coming out today, she was overwhelmed?!?!

Again, I'm not bashing CM's!! they're working hard, I know. I've just never had this happen before. I still want to call and invoke the 90+10 day rule, but did I do something wrong? What do you think?

WaDiWo

 

[stella27]

That's so rude. Call back, start off by saying that you arrive late on the THIRD and your first reservation is for the morning of the FOURTH.

 

[NikkiLovesWDW!]

Oh I'd definitely call back! I really hope she did not hang up on purpose because that's just rude!

 

[GrillMouster]

You seriously need to call back, ask to speak to a supervisor, and explain what happened. My business' call center has a database that lists every call. If someone complains that a call center agent was rude and hung up on them, a supervisor can look up the customer's phone number in the database and see which agent took the call and how long that call lasted. I assume Disney's call center has the same ability, as it's pretty standard. You sound like a nice person, and you may not want to get this CM in trouble, but if you don't report it to a supervisor that CM will continue to be rude to other callers. You'd be doing Disney and its other customers a favor by informing a supervisor. Believe me, Disney would rather know that there's a problem so they can fix it, rather than let it continue.

 

[figmentgirl]

You seriously need to call back, ask to speak to a supervisor, and explain what happened. My business' call center has a database that lists every call. If someone complains that a call center agent was rude and hung up on them, a supervisor can look up the customer's phone number in the database and see which agent took the call and how long that call lasted. I assume Disney's call center has the same ability, as it's pretty standard. You sound like a nice person, and you may not want to get this CM in trouble, but if you don't report it to a supervisor that CM will continue to be rude to other callers. You'd be doing Disney and its other customers a favor by informing a supervisor. Believe me, Disney would rather know that there's a problem so they can fix it, rather than let it continue.

I agree with this post. Don't feel like you are complaining if someone is unprofessional to you and you politely report it to their supervisor.

 

[kevgraub]

First, definitely call back and try to get your ADR. As a previous poster said, it might not hurt to start off this conversation with "We are arriving on August 3 and staying on Disney property, and I need to make an ADR for August 4." Clearly the cast member should figure this information out anyway, but just in case you get someone like the first call, that might get you through.

I would also call and report the prior call to a supervisor. Really, even if you were accidently cut off, the CM's response was not at all what I'm sure Disney would want. I can see her telling you that you have to wait until tomorrow, but when you tried to explain your situation, she should have listened. She should know that there are a lot of people calling in that can make reservations more than 90 days out under the 90+10 rule. If it were my business and someone that worked for me treated a customer the way you were treated, I would absolutely want to know about it. At a minimum, I could then check with the employee and see what happened and explain to that employee how to handle that situation better.

 

[SnowandMittens]

I work at a call center and this person, if they did hang up on you, should be reported. Quality control is one of the most important aspects of this job, and their supervisor should have the call recorded and have your phone number attached to it.

If the line did just disconnect, they won't get in trouble.

Sorry for the bad experience... I've been having iffy customer service from Disney Dining as well...

 

[squirrel]

If all else fails, book anything on the 3rd and then continue with your ADR's. Call back and cancel the ADR for the 3rd.

 

[allie_to_you]

What is the 90 + 10 day rule. We are staying Sept. 11 - 18. So do I have to make reservations 90 days before the 18th, or can I make them 90 days before the 11th?

 

[Amy&Dan]

I agree with Grillmouster, definitely call back. And yes I understand your frustration, I have never been hung up on, but I have been disconnected. It stinks!

 

[AxlRose330]

I made my ADRs last friday. When I called they asked me for my confirmation number and to verify my check in and check out dates and the resort I was staying at. So if they knew that you were checking in on the 3rd then they should have let you do it. I would call back and try again or call back and report the other CM. Did I read that August park hours come out today? Would those be on the web site?

 

[Mindy5767]

What is the 90 + 10 day rule. We are staying Sept. 11 - 18. So do I have to make reservations 90 days before the 18th, or can I make them 90 days before the 11th?

The 90+10 rule means that you can book your dining 90 days out from your date of arrival but you can book up to 10 days out, so for instance, if you call 90 days prior to your 7 day visit, you can book your dining reservations for the entire trip. If you're staying for 2 weeks, you'd be able to book only the first 10 days of your trip on that first call and have to call back each day until the last 4 days of your dining reservations are booked. I originally thought this new rule only applied to DVC, but apparently since others said they took advantage of it, it must apply to all Disney on-property reservations. Previously in years past, when you could book 180 days out, you had to call every day to piece together your dining reservations or wait until 180 days out from the last day. That wasn't nice. So they changed it.

 

[doconeill]

The 90+10 rule means that you can book your dining 90 days out from your date of arrival but you can book up to 10 days out, so for instance, if you call 90 days prior to your 7 day visit, you can book your dining reservations for the entire trip. If you're staying for 2 weeks, you'd be able to book only the first 10 days of your trip on that first call and have to call back each day until the last 4 days of your dining reservations are booked. I originally thought this new rule only applied to DVC, but apparently since others said they took advantage of it, it must apply to all Disney on-property reservations. Previously in years past, when you could book 180 days out, you had to call every day to piece together your dining reservations or wait until 180 days out from the last day. That wasn't nice. So they changed it.

Actually, the +10 rule applied back when it was 180 days as well, and since it was started applied to all Disney-owned resort guests. Not sure when the +10 started though...its been a while.

 

[Mom-2-two]

Hi! I couldn't resist adding my two cents. I, too, had a CM hang up on me. I booked my trip through Expedia and wanted to make sure that our special request (my husband is disabled) were relayed to our Disney resort. When I got through to the CM and she found out that I had booked through Expedia, she said she couldn't help me. When I told her my concerns were with regards to my husband's special needs, she interrupted me and said again she couldn't help me and I had to call Expedia. Then she hung up. So, it does happen, as amazing as it seems that a CM would do that. I looked up a number for customer service and called that number. I also sent an email and expressed my shock about being hung up. I did get a nice reply (albeit after a couple of days) with an apology. All that to say, by all means, call back and let them know. Most businesses want to know if they have an employee who is giving the company a bad name.

 

[MouseyMin]

I believe the Disney employees are rated by how many dollars per hour they sell. And, if they don't make a certain quota, they can be fired. So when someone calls up for a service instead of buying something (ADRs, room preferences, etc.), they are pretty disappointed and want to get the person off the phone as soon as possible so they can hopefully sell something to the next caller. That doesn't excuse the behavior, of course, but might explain it a bit.

 

[mom2taylorandemily]

The 90+10 rule means that you can book your dining 90 days out from your date of arrival but you can book up to 10 days out, so for instance, if you call 90 days prior to your 7 day visit, you can book your dining reservations for the entire trip. If you're staying for 2 weeks, you'd be able to book only the first 10 days of your trip on that first call and have to call back each day until the last 4 days of your dining reservations are booked. I originally thought this new rule only applied to DVC, but apparently since others said they took advantage of it, it must apply to all Disney on-property reservations. Previously in years past, when you could book 180 days out, you had to call every day to piece together your dining reservations or wait until 180 days out from the last day. That wasn't nice. So they changed it.

This is the way it is supposed to be, but I think that there is some confusion and there are a few who think that ADRs can be made at the 100 day mark from the start of their vacation. I do think that the whole rule is confusing and needs some clarification on their web site and with there Dining CMs and make the rule clear across the board.

 

[mistyt]

I believe the Disney employees are rated by how many dollars per hour they sell. And, if they don't make a certain quota, they can be fired. So when someone calls up for a service instead of buying something (ADRs, room preferences, etc.), they are pretty disappointed and want to get the person off the phone as soon as possible so they can hopefully sell something to the next caller. That doesn't excuse the behavior, of course, but might explain it a bit.

I used to work in the dining reservation center and just to clear things up we are not rated on hourly dollars nor by the number of call we receive per day.

Also, while we are sometimes allowed to book the extra days for resort guests, the +10 days is not an actual advertised service for our guest and with the current dining reservation being changed it is less likely for agents to be able to have access to anything more than 90 days.


Just my two cents

 

[bytheblood]

I would certainly call back. If you got the CMs name, I would be sure to let Guest Relations know about it. That is unacceptable. I have been hung up on by a CM twice.

Once because I asked for help with a discount code and she was irritable because I knew more about the code than her and another time a guy hung up on me when I said I was not willing to upgrade rooms at a moderate resort and would be happy to apply a discount for my June trip, which lowered my balance.

 

[bytheblood]

Also, while we are sometimes allowed to book the extra days for resort guests, the +10 days is not an actual advertised service for our guest and with the current dining reservation being changed it is less likely for agents to be able to have access to anything more than 90 days.

Sorry, but that is simply not true. Every time somebody phones in and the CM on the line makes mention of it, that is advertisement. If Disney would not want people to know about it, the CMs would not mention it - plain and simple.

 

[doconeill]

Sorry, but that is simply not true. Every time somebody phones in and the CM on the line makes mention of it, that is advertisement. If Disney would not want people to know about it, the CMs would not mention it - plain and simple.

Although...I did poke around, and I can't find any mention of it anywhere on the site, which actually surprises me. This is a WELL KNOWN perk, but all the stuff about dining, even for resort guests, says "up to 90 days".

Hmmm...