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

[CinderellyCinderelly]

Oh how I LOVE the rude CM's! Just kidding...but I got a very rude one the other day - I wonder if it was the same person! she was practically screaming into the phone and would let out huge sighs when I asked her for certain restaurants. I purposely stayed on the line to do that survey just so I could do something about my bad experience. But I guess for every rude CM there are like 10 nice ones.

 

[sandym718]

It looks like I'm in the minority here- but to expect a free dessert at every meal for your anniversary just doesn't seem right. I certainly can see that you want to celebrate it every day- DH and I celebrate every day of the year , but to expect congrats or free dessert on a day other than the actual day seems excessive. If many people did that I'm sure it really would drive the price of food up. Just me I guess.

I have to agree with this. Asking for/expecting free items every night of a trip has to in some way drive up costs somewhere. Somehow all those "freebies" have to be paid for! I think one night is reasonable - whether that's the night of the special occassion (anniversary, bday, etc.) or the night one was able to get the most "special" restaurant. Lots of posts here on the Dis about the cost of everything, but then you see a lot of posts about "celebrating" every night/day of a vacation. I say, sure, go ahead and celebrate - isn't the trip a celebration in itself? Or order all the cakes you want! But I think limiting the "freebies" to one night is reasonable. Disney doesn't agree, though, obviously, b/c I read tons of trip reports where couples/families get free desserts, etc. every day.

ETA: I wanted to be clear that I'm not referring to the OP specifically. Just lots of posts/reports about free items every day/night - some way those are being paid for!

 

[Vemnox]

I will agree with those posting that, by all means, wear the Anniversary button for your entire trip (after all, that's what your celebrating!) but I believe there should only be one very special day (on the anniversary day) that you really ensure the restaurant knows that that is your special day and special meal!

 

[fall08CP]

Well, this is just me -- and I don't know how many ADRs you have ... it sounds like several -- but I don't extend my anniversary or birthdays over a whole trip. I make lots of ADRs and maybe on the "special" day, celebrate it over a meal.

I think I would just feel strange booking, say, a week's worth of ADRs or even several days' worth of ADRs and expecting the restaurant or a reservation service rep to continually note "anniversary" on each one.

Like I said, this is just me. I'm in WDW every year for the week of my anniversary, and I make one special ADR where I'd like it noted that DH & I are celebrating that meal as our special, anniversary meal.

This is exactly what I was thinking. An anniversary/birthday is only one day. I think it's a better idea to wear the button than to hope they see the note on every ADR.

 

[LSchrow]

i'll prob need the flame-resistant wear now , but i have to agree with the posters saying the "special occassion" should really be limited to the day of the "special occassion".
DH are going in may for our 25th anniversary, & have it noted on that one night's ADR only. honestly, all i'm hoping for is some mickey-head confetti on the table (btw, we've never had an occassion noted on an ADR before, yet we have celebrated many in WDW. we have purchased a cake, etc, however).

a great many WDW vacations encompass or are to celebrate some sort of special occassion (first trip, engagement, wedding, new baby, first grandchild, birthday of any one or more in the party, anniversary, graduation from preschool, elementary, middle, high school, college, new house, new DVC owner, etc).
sooner or later WDW will need to limit the *pixie dust* if every guest wants their occassion recognized with a free dessert & "special treatment" for every day of their vacation.
just MHO, but i think the length of stay celebratory *pixie dust* is only appropiate for a honeymoon.

 

[marivaid]

When I booked for DM's last year the CM insisted I should add the note to all my reservations (we didn't - it's bad luck here to celebrate a birthday before the real date).
This year, different CM, same thing.
Seems to me like they're encouraging it.

It makes sense when you think about it. The free dessert may cost Disney a couple bucks (if that) but they're getting $80-$100 from that table. At character meals, the free dessert is a cupcake. How much can that possibly cost for them, 20 cents ? And you have to pay $20-a-pop for TS breakfast to get it, vs. $5 or $6 at CS.
Who's winning ?

Disney wants guests to eat all their meals on property and encouraging them to celebrate their birthdays/anniversaries for the whole trip must help.
Plus, you're less likely not to show up for a meal if you think something special's going to happen. Adults who are celebrating anniversaries are more likely to drink alcohol too.

And for guests on the DDP (which, by the way, Disney is pushing big time right now, to the point where it's starting to bug me) the dessert's already been paid for anyway.

 

[Mermaid_Ariel]

When I booked for DM's last year the CM insisted I should add the note to all my reservations (we didn't - it's bad luck here to celebrate a birthday before the real date).
This year, different CM, same thing.
Seems to me like they're encouraging it.

It makes sense when you think about it. The free dessert may cost Disney a couple bucks (if that) but they're getting $80-$100 from that table. At character meals, the free dessert is a cupcake. How much can that possibly cost for them, 20 cents ? And you have to pay $20-a-pop for TS breakfast to get it, vs. $5 or $6 at CS.
Who's winning ?

Disney wants guests to eat all their meals on property and encouraging them to celebrate their birthdays/anniversaries for the whole trip must help.
Plus, you're less likely not to show up for a meal if you think something special's going to happen. Adults who are celebrating anniversaries are more likely to drink alcohol too.

And for guests on the DDP (which, by the way, Disney is pushing big time right now, to the point where it's starting to bug me) the dessert's already been paid for anyway.

Well said! I know people are thinking this is all about entitlement - but there is a reason that Disney encourages it. If it was losing money for them, they'd yank that just as quick as they did the appetizer for the DDP.

Also, we loved having a week-long celebration for our engagement. We've been engaged since 2005 because we bought a house first and we're finally getting married in Disney World this December. We haven't had much emphasis on our engagement since it's been so long - so it was so meaningful for us to be able to celebrate and get us excited for our wedding this year.

 

[Nancyg56]

I am not getting into the debate about celebrating special days, what works for some is not appropriate for others, but I would like to comment about the "rude CM". I worked in a large call center and there are times when the connection failed. We had several systems and some were worse than others but no system is fail safe. OP the CM may or may not have wanted to note your anniversary, I have no way of knowing that but I would cut her some slack about the phone connection. I spent a few years in quality services and observed this happening on several occasions. Most were not instigated by the agent.

I hope that you have a happy anniversary!

 

[Dimaline312000]

I'm sure if you broght that up to a manager or something like that there they would take care of it properly.

 

[Disney8704]

Im sorry but from what I know when theres a connection fail you get nothing but silence. You dont get a click and then all of a sudden on the other end you hear if you would like to take our survey, etc. That sounds more like she hung up on me.

I am not getting into the debate about celebrating special days, what works for some is not appropriate for others, but I would like to comment about the "rude CM". I worked in a large call center and there are times when the connection failed. We had several systems and some were worse than others but no system is fail safe. OP the CM may or may not have wanted to note your anniversary, I have no way of knowing that but I would cut her some slack about the phone connection. I spent a few years in quality services and observed this happening on several occasions. Most were not instigated by the agent.

I hope that you have a happy anniversary!

 

[jackskellingtonsgirl]

Im sorry but from what I know when theres a connection fail you get nothing but silence. You dont get a click and then all of a sudden on the other end you hear if you would like to take our survey, etc. That sounds more like she hung up on me.

I am sorry she was rude to you. I will tell you this:
Last week I was on the phone with a really nice CM getting info on adding the DDP to an AP ressie. He was asking me "Is there anything else I..." and then the survey came on. So he sort of hung up on me, but he cut HIMSELF off mid-sentence. I think sometimes they hit the wrong button. I wasn't offended because 1) I was finished and 2) I really don't think he meant to hang up! If he had been rude to me and the survey had come on when I was in the middle of a sentence I would have been pretty angry, but it still might have been an accident.

I hope you got all of your ADRs sorted out and you have a magical trip!

EDIT: Since you are arriving at AKL the day after we are maybe we will see you there!

 

[Disney8704]

I also wanna just add that at least we are celebrating our anniversary during the actual time frame. You've got DISers on here and other people in this world that go off and celebrate birthdays, anniversaries, etc. a month or more in advance or after their actual birthday or anniversary. And they to put notes on their ADRs. Yes there's times when they dont have a choice but to go before or after their special occasion, but they seem to take more advantage of the freebie stuff then the ones who are really celebrating their anniversaries or birthday during the actual time frame. As long as your birthday or anniversary falls on a day sometime during your trip, I think it is OK to celebrate it during your whole trip. But to celebrate it during your whole trip when your actual birthday or anniversary has already passed or is a month or so away, then I can see pick 1 day to celebrate it and then leave the rest of your trip as a trip.

 

[Disney8704]

I guess I should have mentioned this in my 1st post but I started to say ok and theres 1 more change and thats when I heard the survey thing come on. So maybe she did accidently hit a button I dunno, but the way she was talking to me and sounded, it wouldnt surprise me if she did hang up on me.

Getting off topic - DH and I will be there Aug 5-17th. Our flight lands at 10:10am. And we will be taking a limo to the AKL. So we will prob be there no later then 11:30am. So if you see a limo pull up between 10:30 and 11:30am, that will more then likely be us. If you see a guy come out of the limo and he has a military hair cut, that would be DH.

I am sorry she was rude to you. I will tell you this:
Last week I was on the phone with a really nice CM getting info on adding the DDP to an AP ressie. He was asking me "Is there anything else I..." and then the survey came on. So he sort of hung up on me, but he cut HIMSELF off mid-sentence. I think sometimes they hit the wrong button. I wasn't offended because 1) I was finished and 2) I really don't think he meant to hang up! If he had been rude to me and the survey had come on when I was in the middle of a sentence I would have been pretty angry, but it still might have been an accident.

I hope you got all of your ADRs sorted out and you have a magical trip!

EDIT: Since you are arriving at AKL the day after we are maybe we will see you there!

 

[AbbyPan]

I also wanna just add that at least we are celebrating our anniversary during the actual time frame. You've got DISers on here and other people in this world that go off and celebrate birthdays, anniversaries, etc. a month or more in advance or after their actual birthday or anniversary. And they to put notes on their ADRs. Yes there's times when they dont have a choice but to go before or after their special occasion, but they seem to take more advantage of the freebie stuff then the ones who are really celebrating their anniversaries or birthday during the actual time frame. As long as your birthday or anniversary falls on a day sometime during your trip, I think it is OK to celebrate it during your whole trip. But to celebrate it during your whole trip when your actual birthday or anniversary has already passed or is a month or so away, then I can see pick 1 day to celebrate it and then leave the rest of your trip as a trip.

That's very true.

And I don't see why anyone should give you or anyone else a hard time about noting your anniversary trip to your ADR's. We all know that they might not even notice it, but if they do, great!

I really hope you get some pixie dust at more than one restaurant!!!

 

[Disney8704]

That's very true.

And I don't see why anyone should give you or anyone else a hard time about noting your anniversary trip to your ADR's. We all know that they might not even notice it, but if they do, great!

I really hope you get some pixie dust at more than one restaurant!!!

 

[jackskellingtonsgirl]

I guess I should have mentioned this in my 1st post but I started to say ok and theres 1 more change and thats when I heard the survey thing come on. So maybe she did accidently hit a button I dunno, but the way she was talking to me and sounded, it wouldnt surprise me if she did hang up on me.

Getting off topic - DH and I will be there Aug 5-17th. Our flight lands at 10:10am. And we will be taking a limo to the AKL. So we will prob be there no later then 11:30am. So if you see a limo pull up between 10:30 and 11:30am, that will more then likely be us. If you see a guy come out of the limo and he has a military hair cut, that would be DH.

You are arriving on my birthday! My real, honest-to-God birthday, not some day I picked to celebrate at WDW! We'll be at AKL Aug. 1-10, then at Beach Club Aug. 10-17.
I am a park commando, so there is no way we will be at the resort when you guys arrive. It is early EMH at MK, so we'll be on the bus at 7:30 AM! We won't come back to the hotel until after lunch, then we'll go back out for dinner and more MK later.
I did tell the concierge staff that we are going to be there for my birthday, but I don't think I added it to any of my ADRs. I always forget. We wanted to go to Citrico's that night but they aren't open on Tuesday, so we're not going until Thursday. I am sure we will have lovely dinners Tuesday & Wednesday, but I am not getting my super-fabulous cake until Thursday.

 

[Nancyg56]

Im sorry but from what I know when theres a connection fail you get nothing but silence. You dont get a click and then all of a sudden on the other end you hear if you would like to take our survey, etc. That sounds more like she hung up on me.

I know that it what people think but it is not always so. You actually got sent to the survey and that could have happened for any number of reasons.

I observed thousands of calls and I have to tell you that if it can happen on a call it will and it is unfortunate that if the caller is not having a positive experience the perception will be that the agent disconnected the call.

I can tell you that I was disconnected twice when on the phone with Disney. I was not having an issue, one time I was in the process of paying for my trip and the CM was chatting about how much fun my DGD was going to have, and then I got the survey. There was not a deliberate effort to terminate the call, it just happened. It happened to me on occasion when I was taking calls and it is very stressful on the agent, if that call is monitored the agent may be subjected to an increased level of observation.

 

[eliza61]

Sorry you had a bad experience but I can never understand why this upset people so much. I simply hang up and call again. Unfortunately customer service is not what it use to be, anywhere. No way do I spend one extra second on the phone (usually on my dime) with a rude person.
I can't remember if these phone conversations are taped or not so I'm not sure if speaking with a manager will help.
Sorry it was so bad.
E

 

[SnwflkCts]

OK - these type of posts seem to always get off topic (and usually over the celebration controversy!).

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?

It seems everyone is so overworked that we can hardly be civil anymore even if it is our job. It's sad - - it really is. I think surveys or letters do help - after all, sometimes people forget how others (customers) may react to them.

But when I get a nice CM -- it means the world to me!

 

[Mermaid_Ariel]

OK - these type of posts seem to always get off topic (and usually over the celebration controversy!).

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?

Very true! Also, just wanted to add that I think your kitties have the CUTEST names!!!