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

[AmyB2006]

That was the vibe I received, also. Especially, how the CM would finish her sentences with "right". I do believe that a CM could be this burned out over the FP+ negativity that they have been seeing on message boards and lose it with a guest.

 

[baileybrad]

Wow, that's terrible! Sorry you had such an awful CM interaction, they should be welcoming you and be encouraging - not rude and snippy, telling you to go elsewhere! Obviously a very unhappy and defensive CM! First time they've heard something bad about MB/FP+? Ridiculous!

I have to say I'm really disappointed with Disney throughout this whole business. How sad is it that things with all of the MB/FP+ switchover is going so poorly? So many CM's lack basic knowledge of the MB/FP+, cutting back training when they've spent so much $ on this new system already sets the whole thing back because guests can't count on and depend on the help from CM's to be accurate by any stretch. They should have spent w.e. extra is needed to get the CM's in various positions to know the info backwards and forwards. Instead they leave guests to practically fend for themselves. No wonder the CM's act poorly, they must be frustrated beyond belief, and embarrassed, too. I know I would be if I were working there and left looking like an idiot some days. That's pretty bad when people know they shouldn't trust what a CM says. (I realize some guests, many, have no idea, and blithely trust). CM's are the front line representing Disney to their guests but sometimes these days they come across as doing a very poor and embarrassing job, IMO. Makes me embarrased for Disney. The whole mess overshadows those CM's who may still be shining, I'm sure some still are. But, it's hard to see the shiny amid all chaos and mess that is going on.

Disney was like my hero, everything Disney was always wonderful, and I could always count on magic, now that's just maybe yes, but maybe not so much. And not being able to trust Disney and what they are putting out for the public? Very disheartening! They've got CM's lying to the public, and yes I believe that - many are untrained but I think some, like the OP's CM, I think she was lying pretending they've never heard any bad comments. Another example would be the whole mess at Pop. It's tough being disappointed with your hero, and it hurts being lied to by your hero. And no negative comments will hurt Disney's reputation more than their own very poor handling of this huge new program they are forcing on guests!

I do have a trip coming up in 11 days and I am still very excited about our Christmas trip! Really! But, there is a little bit of sadness I feel about how Disney is dealing with all of this. I thought they were an honest and upstanding business and now I've got much doubt about that. And I definitely don't feel as valued by them as I used to. I expected much better from them. Seems like they've lost all the Walt part of Disney these days.

Hope your trip goes well. Your post pretty much described how we are feeling about Disney these days.....except for the hero characterization. I get that they are a corporation (as I am sure you do) but it was always the magical place for our family. We have a trip (Dec.20-Dec.24) with 3 days tentatively planned in the parks. That may drop to 2 days depending on how our touring goes the 1st two days.

Again, hope you have a great trip!

 

[RhinoIsAwesome]

I've never encountered a rude CM on the phone. In fact, they always make me even MORE excited for the trip I'm planning!

 

[taterheads]

Wow- sounds like she just terminated herself. How hard is it to say- "I'm sorry you aren't excited about FP+ but I'm so glad that you've decided to book another wdw vacation and to give it another try- I hope that you'll find your experiences pleasureable during your vacation". She was looking for trouble. Especially when she does it in a recorded and surveyed forum. Well, anyway, on Disney's behalf, I am glad you've decided to plan another Wdw vacation and that your experiences are pleasurable!

 

[Son of Gadsden]

Wow.

I have found the CMs on the phone are as hit-or-miss as you get. And really, it's damn near 50-50. I'd say I normally have to call an average of 3 times before I get a CM that can get me what I want, or one that tries to anyway.

Yesterday I called twice. Once for the resort line, and the other for the ticketing line.

The resort guy just didn't seem to know what he was talking about, and was just kind of awkward. The ticket guy expressed no interest in helping me, because I mentioned Undercover Tourist. I notice that whenever you mention you bought tickets or rooms from a vender other than Disney, the tone for most CMs changes immensely. I don't feel like it's warranted or necessary.

 

[WillAustin]

I do believe that a CM could be this burned out over the FP+ negativity that they have been seeing on message boards and lose it with a guest.

Back in August we had some issues with our bands (not working for payment or unlocking the room, multiple times). Whenever I commented on the trouble with the bands and asked how the test was going, several CMs responded with something similar to, "I'm not going to say anything, I'm just going to keep smiling." If the problems are still happening months later, I'd be frustrated and burned out too.

 

[Skywise]

Back in August we had some issues with our bands (not working for payment or unlocking the room, multiple times). Whenever I commented on the trouble with the bands and asked how the test was going, several CMs responded with something similar to, "I'm not going to say anything, I'm just going to keep smiling." If the problems are still happening months later, I'd be frustrated and burned out too.

Actually they should've just quoted Thumper "If you can't say anything nice, don't say anything at all."

 

[rt2dz]

I have encountered plenty of rude CMs, both in-park/at resorts and on the phones. Nothing anywhere to that extreme, but I believe, based on my experiences, it's possible. They are just people. They have good days and bad days. Some are better at their jobs than others. I don't doubt this could have happened. It should be on tape so a complaint to Disney will get the CM whatever it is she deserves (fired, suspended, etc).

Sent from my iPad using DISBoards

 

[wisblue]

Either we are being punk'd big time or that CM (or should I say former CM?) is one of the DIS members telling us daily to "get over it" and "vacation elsewhere" if we don't like it.

It would really be interesting to hear the tape of this exchange. If it really happened exactly this way, the CMs responses and attitude are so over the top outrageous that there is no way she could keep a job. It's especially hard to believe that a CM would talk about vacationing somewhere else without a suggestion by a caller that he/she was considering not coming back to Disney.

Just to be clear, I am not calling the OP a liar. But, this reminds me of one of those sitcom episodes where an incident is shown from the perspective of each of two sides, and each character's version shows him/herself to be as sweet as can be while the other side is a monster. When they show what really happened the truth is somewhere in between.

 

[serenitygr]

For someone who has a hard time remembering what she said a few minutes ago (that would be me ) I think it's amazing you can remember and recite an entire phone conversation!

 

[mom2rtk]

And to think..... it really wasn't that long ago that people here reported coming up with reasons to call Disney just so they could be told to have a magical day.

We've come a long way, baby.

 

[Sammie]

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

Of course they will, as this is one side of the conversation. It is only fair to both parties that both sides be heard before judgement is made.

 

[wgeo]

This is a tiny bit of a tangent here - but there probably is not an actual recording of the phone call.

It has been a few years, but I used to work in management in a major call center (not Disney). While we said that every call MAY be recorded, in truth only a very very small percentage of calls were actually recorded. Every day somebody's calls would get recorded for a certain time period while their team lead checked their quality, but in no way did we have the capability to record every single call that came in. We could plug in live and "eavesdrop" on any call at any time. And if we got a survey back, or a complaint about a certain representative you better believe they would have large chunks of their day recorded from then on, and also be checked live frequently or a number of days. Because it's just a he said/she said thing from a management standpoint until you have proof of the negativity.

OP sounds like the CM started on script, and then just lost it and went off script - especially if they hung up at the end. I hope that's not the norm with the CMs now, I've always liked calling Disney and talking to them.

 

[TDC Nala]

Seriously I would have asked for this person's supervisor, immediately. Wouldn't Disney love to know that she is suggesting guests vacation elsewhere if they don't like it.

One thing I learned after 12 years of dealing with Disney is that information from cast members is inaccurate more times than it is accurate.

Anyway, one poster there that has upper extremity issues can't even use magic band. It seems Disney missed the boat on that one, too. Those who can't use their arms and hands very well have huge issues with this new system.

Has this poster been advised that they are not required to use a magic band? They can ask for an RFID card to use.

 

[mom2rtk]

If the call was not recorded, I would think they would at least ask the CM about it. Of course they could lie. But it's also possible they might go into a "Well, but....." sort of reply that implicates him or herself. After all, the CM might not know if that particular call was indeed recorded.

I think the point is that nobody here would expect that sort of a response from a Disney phone CM. Wrong info? Sure, we all expect that. But this rude? I might have been caught offguard and not thought to ask for a supervisor right away either.

 

[Son of Gadsden]

I think the point is that nobody here would expect that sort of a response from a Disney phone CM. Wrong info? Sure, we all expect that. But this rude?

I hate to tell you this, but I agree.

 

[Mitzicat]

I like how the CM tried to make you feel like a child for using technology! I would have asked the CM...well could you explain to me how these RFID chips work? And then see who got tongue tied.

Really...pointing out that you are using technology to look at the discussion boards is grasping at straws in my opinion.

I once got into an arguement about strong passwords with Verizon. The employee tried to tell me I didn't know what I was talking about. I schooled him pretty quickly...stating my work requires 14 characters, mixed numbers, letters, caps, and special characters. So don't tell me Verizon has a strong password policy!

Don't try to change the subject when you don't know anything about it.

The CM could have changed that whole conversation. The CM could have said..."well yes there are problems and some people are upset - this is why we are still in a testing phase. When all the bugs are worked out everyone will love the sytem! The technology is really cool and I think everyone will be surprised at what it can do!" I don't care if she is making it up or talking through her a$$...(Sorry for the crude word). Just make me feel happy.

 

[wisblue]

Just wanted to add that I post on the disabilities board a lot. Anyway, one poster there that has upper extremity issues can't even use magic band. It seems Disney missed the boat on that one, too. Those who can't use their arms and hands very well have huge issues with this new system.

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.

I would be absolutely shocked if Disney doesn't have a way to accommodate guests with a challenge like this, and there's no reason that I can think of why it should be different than whatever they did to accommodate guests with the same challenges before MBs. The easiest solution would be to give those guests an RFID card.

In addition to customer service, accommodating these guests would be required by law, so I'm sure Disney is on top of it.

 

[PrettyFlower2]

Wow this is terrible! I'm so sorry that happened to you. I agree with other posters that I usually have to call Disney 2-3 times to finally get a castmember who knows what they are talking about. Have been very hit or miss but never to this extreme. Sorry

 

[Maleficent Dragon]

For someone who has a hard time remembering what she said a few minutes ago (that would be me ) I think it's amazing you can remember and recite an entire phone conversation!

That sounds like something my husband would say to me. I remember EVERYTHING. It is scary. (except where I put somebody's birthday card with money in it LOL)


To the OP:
Wow, I am sorry to read you had such a negative experience. I phoned DVC MS last week to confirm my room requests and the Cast Member I spoke to did ask me if I have booked my dining, magical express, fast passes and if I received my bands. She also asked me if I was looking forward to using them. I didn't say too much, but I did express a distaste for the changes and the uncertainty on the ever-changing rules. She also mentioned advancement in today's technology making it possible and this being the direction Disney is heading. My guess is that they are being told they need to be encouraging about the changes. Attitudes are infectious and Disney is all about trying to create a false positive and wiping out negativity. Have you ever posted any negative comments to their blogs? The comments will NEVER be posted. None of this, however, is an acceptable excuse for the Cast Member's comments to you.