Cast Member just hung up on me!

[bytheblood]

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...

I do not disagree with that.

I just mean, saying it repeatedly to people who call in does mean that they are advertizing it.

 

[doconeill]

I do not disagree with that.

I just mean, saying it repeatedly to people who call in does mean that they are advertizing it.

I agree...but if it is a resort perk, why not call attention to it more? I'm wondering if they are considering removing it...

 

[nan214]

I do not disagree with that.

I just mean, saying it repeatedly to people who call in does mean that they are advertizing it.

The CM is the one who told me about it on the phone (did not know a thing about it) and then had to explain it to me again b/c I was so confused about the 90+10 thing......

 

[MelanieC]

I'ave been thinking about this a lot lately too - I'm arriving on 8/7/09, but my first ADR will be for 8/8/09. But - I still want to call on the 90 day mark for 8/7 - which I should be able to do and make ressies for 10 days after 8/7 (or maybe only 9 since my stays are split - not sure how that works).

I also thought about making my first ressie on 8/7 and then cancelling it later that day. Just so I wouldn't get hassled like the OP.

 

[SueM in MN]

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.

That CM was rude hanging up on you, but she was correct in saying you need to call Expedia.

If you book through Disney, they can and will help you because you made the reservation with them yourself, so you are in charge of it.

When you book through a travel agent or a travel service like Expedia, the place you made the reservation through actually owns your reservation. Any changes or requests need to be made through them until a few days before you arrive. So, you will need to find out from Expedia how to check on your husband's special needs.

You may be able to get some assistance by calling the Special Needs number that is listed in the disABILITIES FAQs thread (there is a link in my signature to that thread). I am not sure that the CMs there will be able to access your reservation with your Expedia confirmation/reservation number. At least they might be able to help you figure out where to turn for assistance with Expedia. I guess if it was me, I would make it clear from the beginning of the conversation that you realize they may not be able able to help because you booked with Expedia and that you would really appreciate any help they can give.

Good luck on getting what you need.

 

[Buzz Litebeer]

That's so rude.

Just playing Devil's Advocate... but there are usually two sides to every story. You're only seeing one side here.

Just saying.

 

[turkeymama]

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

I'm just wondering if you got the same "charming" girl I spoke with earlier. She got quite snarky with me for what seemed to be no good reason. I didn't complain, I just needed to make an ADR and cancel one. I posted about it in another thread, but I basically asked for an early ADR for Ohana. She offered 7:40. When I said that was a little earlier than I had in mind, she snapped, "You said early". I gave her the benefit of the doubt until she offered me the "later" time of 7:45. Okay, that was uncalled for. The girl I spoke with had a very heavy southern drawl and sounded very monotone. Obviously she wasn't feeling the magic today.

 

[Mindy5767]

When I called for my ADR's it was actually 88 days out because I "would you believe" forgot to call on the actual date!! But I asked it I can book only the reservations up to 90 days out or could I book ADR's for the whole stay, and she told me that I could book for the whole stay. I then chose only a few ADR's for Monday through Thursday, not doing Sunday, Friday or Saturday. I'm going to take my chances on those because decisions haven't been made. I have many times called up and made last minute changes to my ADR's and was able to be accomodated to my satisfaction. Not always with my first choice of restaurant, but sometimes what you end up with is better than expected. I also find that showing up without ADR's at resort restaurants, especially a little earlier than prime-meal time or a little later, often works just fine. We've shown up at Shutters and Olivia's without ADR's and had no problem.

 

[shellybaxter]

Just playing Devil's Advocate... but there are usually two sides to every story. You're only seeing one side here.

Just saying.

Buzz - I'm all for playing Devil's Advocate, but when would it not be rude to hang up on someone without any warning? Even if someone was yelling and screaming it would be polite to say "I can't speak with you when you are yelling" and giving someone a chance to stop before hanging up

 

[Buzz Litebeer]

Even if someone was yelling and screaming it would be polite to say "I can't speak with you when you are yelling" and giving someone a chance to stop before hanging up

If someone was "yelling and screaming", as you put it, they may not have heard (or paid attention to) the warning.

I'm not saying that the CM didn't act rudely, or that the OP was exaggerating. I'm saying there's another side to the story that's not represented here. That's all.

 

[connie1042]

I guess I don't understand what the whole uproar is about these reservations. 90+10 is simple enough to figure out. Now for someone hanging up on you, not nice, but you know everyone can have an off day. In this economy,to report someone over this is not very cool in my opinion. You could make someone lose their job. Think about this. There are bigger problems in this world then getting upset over a phone call.

 

[bumbershoot]

I guess I don't understand what the whole uproar is about these reservations. 90+10 is simple enough to figure out. Now for someone hanging up on you, not nice, but you know everyone can have an off day. In this economy,to report someone over this is not very cool in my opinion. You could make someone lose their job. Think about this. There are bigger problems in this world then getting upset over a phone call.

FWIW even after reading about it for a couple years, and reading the posts in this, I'm STILL not sure I could explain the 90+10 thing. I have a brain that works, but for some reason that is just beyond me. Don't know why.

And if I were still in customer service, and if I hung up on someone without giving them AMPLE warning (which my co-workers would have heard assuming I was in a call center), I would DESERVE to be fired. I never hung up on anyone calling in because their mother's day gifts were going to be late when I got back from my mom's funeral, I didn't hang up on the lady who ordered her child's special-shipping gift 2 days before his birthday and there was an *ice storm* outside (I learned later when the UPS site updated) but she was freaking out that it wasn't there yet and she put her 4 year old on the son with me (was super-nice to him, even...the people around me listening nearly fainted when they caught on to who was on the phone with me all of a sudden), I didn't hang up on the people berating me because their Harry Potter book didn't get there the hour they thought it would be...and you just do NOT hang up on someone because you want to move on to the next call! If you do, you don't deserve that job.

And if you're having a spectacularly bad time in your life at the moment, your boss probably knows about it and will make a special circumstance of it, but you still deserve to be called into the office about it.

Harumph.

 

[motofox4]

so if we're checking into the Royal Plaza in DTD on the 28th of November, and then checking into CSR on the 29th, can I make ADRs 90 days from the 28th or is it the 29th????

 

[doconeill]

so if we're checking into the Royal Plaza in DTD on the 28th of November, and then checking into CSR on the 29th, can I make ADRs 90 days from the 28th or is it the 29th????

29th. Non-Disney resorts do not count at all for the 90+10. That includes the Swan and Dolphin now.

 

[mom of princessx2]

I also had CM hang up when making ADR's. First call CM took all the info and was having computer problems. She did all but give me the confirmation # and we were disconnected. So I called back and told the next CM what happened and if he could first see if a reservation was showing or did we need to start over. He said "Well, we have alot of calls coming in right now" So then I told him what we were looking to get (just the Beach Club @ 90 days out) and he said "They're booked" and hung up!!! Knew that couldn't be true.

Didn't need to report it I just did the survey at the end of the call!!

The bad calls are few and far between but a person's bad day doesn't mean I should have bad service.

 

[Mindy5767]

29th. Non-Disney resorts do not count at all for the 90+10. That includes the Swan and Dolphin now.

If you want reservations for the 28th, then call 90 days before that date, then, the next day, the 29th, which is 90 days before your Disney check in, call back and book the rest of your ADR's. If you wait until the 29th, you probably will be fine and have no trouble booking a dinner for the 28th. I actually was keeping track so that I could call exactly 90 days ahead of my July visit, and then I got so busy that I forgot to call until 3 days later, but I still got everthing I wanted.

 

[Nancyg56]

Now for someone hanging up on you, not nice, but you know everyone can have an off day. In this economy,to report someone over this is not very cool in my opinion. You could make someone lose their job. Think about this. There are bigger problems in this world then getting upset over a phone call.

I disagree. I was a QA analyst in a large call center and we did not allow a bad day impact customer service. Especially in this economy it is imperative to treat each caller as if that caller will make or break your business, it is that important. People can spend their money anywhere that they choose, and the CM or any other representative on the phones is the "voice" that helps to keep those dollars flowing in and keeping everyone working.

I would call back and just let a supervisor know what happened. If you did nto supply any info the call may not even be documented, it depends on how the CM's are instructed to document each call. The call is probably not recorded. Unless a company conducts financial business such as brokerage or banking over the phones 100% of calls are not generally recorded in order to keep the cost manageable.

Some companies have programs that allow their operations department to see if a call is dropped or is terminated by a representative, or if there are system problems. I would alert the supervisor and let them determine if they need to coach this CM.

 

[ShannonMB]

I guess I don't understand what the whole uproar is about these reservations. 90+10 is simple enough to figure out. Now for someone hanging up on you, not nice, but you know everyone can have an off day. In this economy,to report someone over this is not very cool in my opinion. You could make someone lose their job. Think about this. There are bigger problems in this world then getting upset over a phone call.

I would say that even if the CM didn't deliberately hang up on the OP, and EVEN if she was as polite as can be, she is still giving incorrect info and apparently doesn't understand 90+10. It would not hurt to bring that up to a supervisor. I probably wouldn't bother, and would just call back and talk to someone who DOES know how to book ADRs. But it is concerning and valid of a call back if the person making ADRs for customers doesn't know how to do their job right, regardless of rudeness, etc. Obviously some additional training (at least) is in order for this particular CM.

 

[FortFiend4Eva]

Rude!!!

 

[diskids2]

I would call back and ask for a supervisor. Most definitely. There is no question about it.