Chastized by CM Over Magic Bands - You have got to be kidding me!!!!

[Son of Gadsden]

I don't understand this one. You don't have to wear the band, and anyone who can't use their arms and hands would also have issues with a card.

The system has issues and glitches, that's for sure.

But a lot of the problems I see brought up are the same problems the old system had, and have nothing to do with the new system.

 

[mom2rtk]

I hate to tell you this, but I agree.

 

[mom2rtk]

The system has issues and glitches, that's for sure.

But a lot of the problems I see brought up are the same problems the old system had, and have nothing to do with the new system.

I think the deal most of us have been fussing about so long has something to do with this.

If you have a buggy IT system to begin with, it's really not a smart move to jump into a brand new system that is so contingent upon that very IT system. It just seemed..... ill-advised from the get go.

 

[ArwenMarie]

We were there last week and had trouble checking in...the front-desk CMs could not get all of the bands and KTTW cards all synced up for room key access, even after two hours. It never got straightened out properly.

Anyway, none of the front-desk CMs we dealt with ever said a very simple word about all of the wasted time...."Sorry about this." It's amazing how much those simple words can make a difference when it comes to customer service. It doesn't mean you are saying that it's your fault, but just that you are sorry that it is happening to the customer.

I got the impression that the CMs that we were dealing with were heading towards burnout in terms of dealing with this new system. When you are heading towards burnout, you have nothing left to give, even acting like you are sorry is too much to ask. I've worked in customer service and client relations for years, and this is a big sign to me that the front-line CMs aren't being supported enough when things don't work.

Anyway, perhaps this CM has taken a defensive stance as some sort of coping mechanism. Not an excuse, but I'm not sure I would blame the individual CM. To me it's a sign of a systemic problem.

 

[Magpie]

Well, I'm assuming that CM has just got herself fired, which is fair, since from the sound of things, she went wildly off script.

That said, the beginning of the conversation sounds exactly like the ones I've had with CMs every time I've called lately. "Have you set up an account with My Disney Experience yet? Do you know about FP+?"

Of course, the big difference is that I'm actually quite happy to be arranging my vacation with them, and keen to try out the new MagicBands, so whenever I'm on the phone with CMs, we all get ourselves into this happy-happy feedback loop. Sometimes they try to share little "secrets" with me, which may or may not be true, but they're always very interesting so I do appreciate the thought.

The last CM I talked to, when booking a tour, was especially chipper, and the way she was talking kept making me giggle, which just made her ramp it up even more...

I have to say, I'm now REALLY looking forward to my UnDIScovered Future World Tour in April. I gave her very high praise on the phone survey afterward. She put a heck of a lot of effort in!

I'm sorry the OP's conversation went all pear-shaped. I've only ever had one less-than-wonderful conversation when on the phone with Disney. That was the time I got a CM who seemed to be under the mistaken impression he was on a commission. Not a firing offence, but I didn't rate him very highly - I don't like pressure sales tactics, and I've booked by phone often enough to know they're not part of Disney's CM training.

 

[Bethpremier]

I havent had a chance to read everyone's comments yet but did you take the survey at the end of the call? I would have and I always skip those unless I get a really great CM.

 

[cseca]

oh my...
OP if they do call you back please write back what they say.
Although they probably can't really tell you anything else but the mandatory, sorry about that. Still it'll be nice if they can find the tape. At least it'll be interesting

 

[skimama]

What an awful interaction. I'm sorry that happened to you OP. Customer service seems to be going the way of the dinosaur. I was lied to yesterday at the AT&T store. Guy asked me if I wanted to learn about Uverse. I said no, that I was waiting on Google Fiber. And he says "you know you'll have to have a $10,000 computer to experience gigabit speed right." I repeated I wasn't interested. And he was then short and rude to me. Finished the task and literally walked away from me after he was done. Simply because I wasn't spending $$ that day, he wasn't interested in being kind while helping me swap SIM cards. Long story short, it was a boldfaced lie. They are getting super nervous about Google Fiber and are resorting to scare tactics. I feel sorry for the people that wouldn't know any better ...

 

[wisblue]

I think the deal most of us have been fussing about so long has something to do with this.

If you have a buggy IT system to begin with, it's really not a smart move to jump into a brand new system that is so contingent upon that very IT system. It just seemed..... ill-advised from the get go.

My experience this year has been that the RFID approach (whether by card or MB) for park and room entry, room charging, Photopass, etc. is more efficient than the old methods.

But then, I like the concept of FP+ too, so I realize that makes me an outcast.

 

[Robo]

I like the concept of FP+ too, so I realize that makes me an outcast.

It's not the "concept" I have problems with.

It's the "reality" of it that throws me off.

 

[ArwenMarie]

I liked the concept and the reality of it until the tiers. Now I hate it.

 

[Spacepest]

Good grief, what bad customer service.

What kind of employee of a major vacation destination tells one of its customers to go vacation somewhere else?! Unbelievable. Looks like some employee soon will have to go work somewhere else.

 

[Robo]

Good grief, what bad customer service.

What kind of employee of a major vacation destination tells one of its customers to go vacation somewhere else?! Unbelievable. Looks like some employee soon will have to go work somewhere else.

That's not even mentioning the, "You have the option to wait in long lines like anybody else" statement.

 

[Mother Gothel]

Disney will probably go back and listen to the conversation, this CM could be in major hot water, just suggesting that you go elsewhere on vacation

I hope they do. I suggested this very thing in my email. I provided her with the CM name and time the call took place. I find that I am more upset about this call today than I was yesterday.

 

[Mother Gothel]

Nice. Did she list the Dis as one of those negative message boards?

 

[Mother Gothel]

Either we are being punk'd big time

http://www.youtube.com/watch?v=6gLMSf4afzo

 

[Mother Gothel]

Yes, it sounds like she already posts on the dis boards from time to time.

Oh you thought that too?

 

[Mother Gothel]

You know, I'm wondering if she did this in order to incite a dialogue between this guest and herself. LOL Seriously, why would she ask that? It's like what I call and 'open-ended' question that usually leads nowhere good.

ITA

 

[Mother Gothel]

Did you tape your conversation?

No. I would never think that was necessary prior to calling. I asked Disney to check the recording.

 

[Mother Gothel]

Are you implying the poster is making this up?

Like I said before - http://www.youtube.com/watch?v=6gLMSf4afzo