CM was very RUDE on the phone and hung up on me!

[sandym718]

just MHO, but i think the length of stay celebratory *pixie dust* is only appropiate for a honeymoon.

Totally agree!! That's a trip-long celebration!!


Re: phones disconnecting. This can and does happen, and let me tell you, it's almost as frustrating on the CS agents end! I work Information and Referral for our local 211 (I&R for social/human services). I work from home. Calls are routed through our central office, but ring to all the agents - in office or at home. We at home have a box called a Remote Office unit that does this, it's sort of modem-like, in that it is always dialing the office. When I use my phone, it is just like I am in the office - I can dial extensions, I have to dial 9, etc. I even have a different area code than our office, but when I use that phone it's like I have the office area code. Anyways, these Remote Office units are VERY sensitive to any trouble on the phone line. If there's even a crackle - say from high winds- on the line, the unit logs off. If I'm in the middle of a call - it disconnects. Frustrating!! It's usually not too much of a problem, but some times it seems to act up. I think, for us, though, when it logs off, the person gets totally disconnected. We do not have an after-the-fact phone survey, though. I would think it's entirely possible for a CM to accidentally hit the wrong button (I know we have TONS) or for there to be a line problem and the caller get sent right to the survey. No way to know if that's the case. And if the CM was being rude prior, well I guess they lose the benefit of the doubt, right?

 

[sandybobandy]

This thread sure did get in a hurry! lol

Sorry you had a crabby CM-hope you guys have a great trip!

 

[LSchrow]

What if the OP had said she wanted "peanut allergy" added to each ADR -- and was met with an uncooperative CM - what would our reaction be then?

actually, all the posters have been civilized & polite. this is a discussion board, hence, the discussion.

a peanut allergy is a serious illness, requiring special consideration else the person could very easily and quickly go into anaphylactic shock and die. my understanding is that it is not usually used as a reason for vacations, daily celebrations, and/or free cake.

OP: i think we've all gotten "cranky" CMs at one time or another. after years of WDW vacations, i just start my calls with the mindset that if one of the lesser ones answer, i'll pleasantly thank them, hang up, & call back.
that way their crankiness doesn't affect my day.

 

[ems_mom]

I hope I am not offending anyone, but I think its just tacky to expect (or demand, from what is being posted) multiple days of free dessert for a singular event. Apparently WDW wants your business and to make your "special day" special; but why should that turn into a week or more of free food? Enlighten me...

 

[cymbaldiva]

I hope I am not offending anyone, but I think its just tacky to expect (or demand, from what is being posted) multiple days of free dessert for a singular event. Apparently WDW wants your business and to make your "special day" special; but why should that turn into a week or more of free food? Enlighten me...

You're not offending me - I'd love to know myself

 

[Nancyg56]

I hope I am not offending anyone, but I think its just tacky to expect (or demand, from what is being posted) multiple days of free dessert for a singular event. Apparently WDW wants your business and to make your "special day" special; but why should that turn into a week or more of free food? Enlighten me...

I'll try. First it is not really about free food, a cupcake especially if you are on the DDP is not a big deal. And there is not guarantee that there will be a cupcake. It is the little courtesy's the CM's give you and the feeling that you are special.

My DH celebrated his birthday and the CM's had so much fun with him, he is a shy man so we all enjoyed his "treatment. We tipped the CM's a lot!

My DGD celebrated her birthday and we were there a week. She was a princess for a week and how many little girls have that? We tipped those folks a lot as well, again we were on the DDP but they made my DGD feel very special.

It is not about that darn cupcake that I keep reading about, it is about one week when these two people who are celebrating their anniversary feel as though they have been transported to a fairy tale place where they are the only two people who matter. Disney does a very good job with this and this is what keeps their most loyal guests coming back.

 

[danalee]

Nancyg56, I agree!

I have one very shy little boy but a couple years ago took him to disney for his first trip and it was for his birthday, our travel agent had it noted on each TS dining ressie that we were celebrating my sons 5th birthday.

Every single place gave him just a little something, yes a cupcake, placemat, card whatever but it was wonderful for him he was on top of the world!

It was priceless, and like nancyg56 said where else can you go and get that?

Maybe its not for everyone, fine dont do it, but if you want to celebrate all week then go on with your bad self and have a blast!!!!!!!

People will have a million reasons why you should ,and there will be people with a million reasons why you shouldnt, its nobody business but your own and do what makes you happy! Life is wayyyyy to short to worry about somebody getting a cupcake all week

 

[Disney8704]

That was funny and made me I've been having a bad day with a lot of stuff and that statement made my day.

Maybe its not for everyone, fine dont do it, but if you want to celebrate all week then go on with your bad self and have a blast!!!!!!!

 

[surfergirl602]

I'm so sorry that you were treated that way. But we all have bad days sometimes... blame it on a rough day or PMS... sometimes we all get a bit snappy when we shouldn't be. I would hope that the CM realized their ways and changed for the next caller.

 

[noahdove]

I always ask the person's name no matter who I am calling And also the time I chatted with them I learned the hard way, not at Disney..but just the same...

 

[kscottiemom]

Good grief people, it's a cupcake, or a greeting, or a little glitter.

In a hospitality budget this is "good will."
Word of mouth will make or kill a location.
You want your establishment to invite repeat business, not "never go there again." So if a couple wants to celebrate the whole time they are there, could you not cut them some joyful slack?

The other day people were going on and on about how OK it is to ask for freebie upgrades at the hotel, and commenting on how they got better rooms, more expensive properties, concierge level...just by asking for free upgrades. This was ok, but you complain about the cost of doing business over a cupcake.

I hope you get cupcakes and glitter everywhere you go, and if your DH is in uniform, I hope he gets "thank you, sir, for what you do for all of us."
(Did you look into Shades of Green?)

 

[ems_mom]

"Are you the same people who ask for a free upgrade?"

This is truly insulting... I don't need an upgrade. I invested in my own share of Disney...I own there. I respect all members of the armed forces...my sister is a Navy lieutenant and her husband is a fighter pilot. We all work for what we have and resent your implication. Perhaps you are the people who look for every loophole...who take more than you give...

 

[MadamMim]

OP- I just want you to know that it makes me very sad to hear this about Disney, especially Disney Dining as I was an Itinerary Planner until last year. I LOVED my Disney job and the training and treatment I received from Disney was completely part of that. Disney stresses at all times to it's DRC castmembers that they are the first version of Disney Magic that anybody ever gets and as such they need to be 'on stage' as a part of the show. I'd like to think that these rude CMs were out-sourced as sometimes happens and that it wasn't a full-on Disney castmember. But I know that's probably wishful thinking and that there are just some people, Disney trained or not, that don't like their job for various reasons and many who are not able to leave that job for financial concerns etc. That still doesn't mean they can take their bad day/week/life out on you and that person should be reminded, perhaps a little more gently than your husband phrased it, that it's not the caller's fault and that personal problems should be left 'off stage' and not effect their performace. I'm just really sorry that you had to have this experience with Disney rather than some other company who aren't so committed to guest service (not that you should have had that sort of treatment at all, I'm just especially upset it was Disney). I'd like to apologize for what's gone on and I wish I could do something to take away the sting. From a former castmember of Disney Dining - to everyone - please, if you don't get the kind of service you expect from Disney please ask the castmember for their name and call back. Chances are very good that you'll get another castmember who is just as happy and excited about your trip as you are. That's why we work for Disney; we love it.

 

[SB in KY]

I'm sorry but asking them to note your anniversary on 12 reservations and then getting upset because they do not want to do it seems a tad greedy to me....an anniversary is like a birthday....it comes once a year...pick the day you want to celebrate and go with it, but don't get upset because someone doesn't want to enable you taking advantage of the system and adding that note to 12 reservations!!

 

[lmhall2000]

I understand the OP wanting to make this special...how many of us get to spend a honeymoon or simply an anniversary with our special loved one in Disney! But, what makes it really memorable are all the special moments you have at Disney, the look on each other's face as you go down Splash Mountain...the lighted walks back to your room...the room

But, look at it from another view, if EVERYONE asked EVERY CM to notate a birthday/anniversary for each of their ADR's..they would never be able to get ADR's for people who just want a meal on their vacation. I think it is a courtesy that they acknowedge special dates, not a 'requirement'.....my daughter will be turning 9 while we're in Disney, I asked they note it on the ONE ADR we have scheduled for that day...because it IS her birthday...the day before the day after are not her birthday and in my book that is fraud. YOU may be celebrating your anniversary for the entire week, but I don't think you can EXPECT Disney to....for them to even acknowledge you actual anniversary is a courtesy and extends beyond the scope of a CM's job requirements to arrange a reservation for you.

Tara

 

[Tatania]

I understand the OP wanting to make this special...how many of us get to spend a honeymoon or simply an anniversary with our special loved one in Disney! But, what makes it really memorable are all the special moments you have at Disney, the look on each other's face as you go down Splash Mountain...the lighted walks back to your room...the room

But, look at it from another view, if EVERYONE asked EVERY CM to notate a birthday/anniversary for each of their ADR's..they would never be able to get ADR's for people who just want a meal on their vacation. I think it is a courtesy that they acknowedge special dates, not a 'requirement'.....my daughter will be turning 9 while we're in Disney, I asked they note it on the ONE ADR we have scheduled for that day...because it IS her birthday...the day before the day after are not her birthday and in my book that is fraud. YOU may be celebrating your anniversary for the entire week, but I don't think you can EXPECT Disney to....for them to even acknowledge you actual anniversary is a courtesy and extends beyond the scope of a CM's job requirements to arrange a reservation for you.

Tara

That's a good point. When we celebrated Mom's 70th there we mentioned it at the podium check-in on the actual day but that was it. We don't like asking for favors and feel Disney bends over backwards as it is to make the vacation as magical as possible.

This reminds me of my best buddy who worked the customer relations desk on an RCI Cruise ship. He burned out after 2 years because guests were demanding beyond what was reasonable and very rude if their requests weren't granted. We theorized that both cruises and places like WDW promise people the "vacation of a lifetime" and the expectations on the part of the guests are so sky high it's beyond realistic. Then, if the vacation has the slightest glitch they throw a tantrum or are unhappy. We've become a generation that feels entitled to have everything go perfectly on these kinds of packaged vacations and it puts things out of perspective.

 

[SoonerGirl04]

I am so sorry that a CM was rude to you on the phone, as others have stated there is absolutely no excuse - if someone doesn't like dealing with customer's requests that person should find a different job. I do have to agree with lmhall2000 - I can understand that people want everyday of their anniversary/birthday/engagement/etc. trip to WDW to be special and magical and I am sure they always are. We are visiting in Octoberfor the first time ever for my daughter's birthday and I want each and every day to be as special as possible for her and I am sure there are hundreds if not thousands of people in similar situations. Many people are not fortunate enough to be able to visit WDW every year or even more than once in a lifetime, so when they are able it generally is for a special occassion. If everyone requested special treatment everyday of their vacation for every special occassion at WDW - there would eventually be a breaking point.

 

[Miss Stitch]

Having read all the posts with interest I just wanted to give my 2c worth.

I am sorry you came across a rude cm, but you cannot say for definite that she put the phone down on you. I work in a food booking/ordering job in the UK and in no way would I ever be rude to a customer, although sometimes you become frustrated inside you should never let the customer feel this.

As for the two week long anniversary/birthday etc. I just can't understand wanting to celebrate your anniversary/birthday for the whole two weeks. This to me takes the magic away from your actually anniversary. Everyone would like to be made to feel special, but I really would feel like I was taking advantage of the system and I would feel uncomfortable doing this. It is great that Disney acknowledge special events but would an anniversary/birthday last two weeks were you not on a trip? If I were the cm on the phone, I would probably be a little bit frustrated with you wanting to add notes to every TS meal on your trip, although I would never be rude.

Our last trip was booked as a birthday present for my son, his birthday is in Oct and we could only take our trip in Sept due to work committments.
Should I have noted that it was his birthday? NO, because it wasn,t.

IMHO, your birthday/Anniverary is one day and should be treated as such, how is your celebration special like it should be?

 

[Disney8704]

Let me ask you all something. Put yourself in my position. You get married, you have a very small honeymoon that lasts for 2 days because thats all you can afford. Your 1st year anniversary you couldnt go anywhere because your husband's job wont let you go anywhere. 2nd anniversary rolls around your by yourself because your husband is over seas in Iraq getting mortors shot at him on a daily basis and you worry about him every day for 4 months straight. 3rd anniversary is completly shot down because your husband has to work to get ready for another deployment so the most you could do was go out to dinner before he had to go back into work for the rest of the day. We've had to celebrate birthdays apart and not to mention this past holiday season. Now pardon me for wanting to celebrate our anniversary everyday of the trip. But I think we should and not to mention deserve to and have the right to. Im not trying to make anyone feel sorry for me or anything. Im just telling you what I've had to deal with for 4 years now of our marriage. Think about what I just said before you reply. Think about what you would actually would have wanted as well if you had to put up with everything I just mentioned above. If you still feel that we should only celebrate it only on 1 day, fine. Theres obviously no way to get you to see my point.

Just wanna add that we arent just celebrating our anniversary for this year. But we are celebrating our anniversary for the past 3 years plus making this our 2nd honeymoon. Plus making up for all the birthdays we missed. I dont see the harm for wanting to try to make up all those that we had to miss out with this trip. We've been planning this trip now for 5 years. AAA has had our reservation for 5 years now, constantly changing the dates every year. We now finally get to go. I really hate to say this, but those who dont believe we shouldnt celebrate our anniversary everyday are putting me in a worser mood then that CM did. That CM just didnt wanna do her job. But at least she encouraged me to let the people at the podium no that we are celebrating our anniversary.

 

[beattyfamily]

Still wouldn't do it. One big special celebration at WDW to celebrate an event would be enough for us no matter what the circumstances of the past year were.

I also don't feel comfortable wearing the anniversary/birthday button for more than one day of my trip as well.

That's just me though.