Complaint number for Disney Diningcom

[Mamapapa]

I agree 100% with that Paul. I worked retail customer service for more years then I'd like to admit!! However, OP never complained about the CM's themselves (unless I missed that in a subsequent post), her complaint was that the system wouldn't let her on, it took 30min to get someone on the phone and just as things were looking up, the phone system cut her off and she lost the ADR's. Many more minutes to get back with another CM who tried to help, only to have system cut her off as well! It's the system that's the problem here, not the CM's. It sounds to me like OP feels the CM's were doing their best. Her complaint is with the crappy excuse of a computer system Disney has...

PS - I absolutely was not offended by your post or your opinion, just engaging in a little Disney debate with you!! I really enjoy chatting with people with different opinions when everyone keeps it civil. I've learned a lot from people whose opinion is the complete opposite of mine. Kind of a "I've never thought of it that way" experience!

 

[5DisneyNuts]

Your post and picture definitely gave me a chuckle even though one of your lines was bringing up one of my points

WDW dining does successfully book thousands of reservations in minutes. Those people aren't creating multiple threads about it. I have been totally frustrated by Disney's systems too, so I get it. And yes, I do email Guest Relations and think everyone should.

I haven't heard, though, what the IT people out there think about the bots trolling for open reservations and what that could be doing to the system? Many of these sites have popped up recently and we are hearing more problems than ever. IMO, Disney could ask for a captcha result before searching like ticketmaster and a number of other sites do. From what I understand it wouldn't be too hard to implement on their front end and it certainly couldn't hurt.

What exactly is your expectation? Remember that no one is forcing you to book dining reservations 180 days out, it's completely voluntary. Disney successfully handles millions of reservations every second, even though the software was written in the 1950s in Latvia, and it would be too expensive to replace it. If you consider the logistics and scheduling involved, it's quite phenomenal that Disney does as well as they do.
(tongue firmly in cheek)

 

[hammie59]

OP, I feel your pain. I've been disconnected multiple times in the past trying to get a major problem fixed and almost lost my mind. Glad you at least got the restaurants you wanted.

 

[rmom50]

If someone asked this, I'm sorry - didn't read all posts. When we call... could we ask them to call us back if (and when) we are disconnected? They ask our phone numbers at least twice before even putting us through to a human. Why can't they call us back if we are disconnected? Is it because they would have to pay for the call? In that case, they also have all of our email addresses, our mother's maiden names and a pint of blood. Maybe they could email us a direct line to call to finish up the business? Drives me nuts. I only buy quick service now - can't stand the frustration of ADRs. Plus ... it's way cheaper.

 

[peg110]

Is it because they would have to pay for the call?

Since the number you call is an 800 number they are paying for the call either way, so I doubt this would be a reason.

 

[maxiesmom]

[QUOTE="5DisneyNuts, post: 53814487, member: 75916"

I haven't heard, though, what the IT people out there think about the bots trolling for open reservations and what that could be doing to the system? Many of these sites have popped up recently and we are hearing more problems than ever. IMO, Disney could ask for a captcha result before searching like ticketmaster and a number of other sites do. From what I understand it wouldn't be too hard to implement on their front end and it certainly couldn't hurt.[/QUOTE]

I think that is an outstanding idea!

 

[Lucius Best]

I haven't heard, though, what the IT people out there think about the bots trolling for open reservations and what that could be doing to the system? Many of these sites have popped up recently and we are hearing more problems than ever.

It certainly can't help, especially if the problems people are having at 6am can be attributed to the system being overloaded.

 

[aaarcher86]

If someone asked this, I'm sorry - didn't read all posts. When we call... could we ask them to call us back if (and when) we are disconnected? They ask our phone numbers at least twice before even putting us through to a human. Why can't they call us back if we are disconnected? Is it because they would have to pay for the call? In that case, they also have all of our email addresses, our mother's maiden names and a pint of blood. Maybe they could email us a direct line to call to finish up the business? Drives me nuts. I only buy quick service now - can't stand the frustration of ADRs. Plus ... it's way cheaper.

They aren't allowed to call back unless they're dealing pay information.

Just a policy. Not sure why.

 

[maxiesmom]

It certainly can't help, especially if the problems people are having at 6am can be attributed to the system being overloaded.

It will help if it keeps people from using computer programs, or a service, to call and make multiple ADRs.

 

[elaine amj]

Since the number you call is an 800 number they are paying for the call either way, so I doubt this would be a reason.

FYI: It is NOT a 1-800 number. The number is 407-WDW-DINE (3463).

I live in Canada...and it burns me every time I have to call Disney because every single call takes about 15-30 mins (nothing is ever quick *sigh*) and I pay long distance to do so. I rarely ever call US numbers that are not 1-800 numbers (pretty much only Disney) so I don't have a long distance phone plan. (Sorry for the vent - a pet peeve that just annoys me every time). The last time I had to cancel a trip, it took me about 30 mins on the phone (incl wait times) and I was thoroughly annoyed that I couldn't just cancel online. I try to use a TA whenever possible so I can avoid having to call Disney directly.

 

[peg110]

It certainly can't help, especially if the problems people are having at 6am can be attributed to the system being overloaded.

Did you mean to say that it CAN'T help or it CAN?

I would think that if a Captcha reduces the load of a botnet, then I would say the additional load of putting a Captcha in place could very conceivably offset the load of a bot's load thus improving the overall performance.

The problem I would see, however, is that some of the captchas are more of a PITA then they are worse. Can't tell you how many of them are so hard to decipher that even though I am NOT a bot, I can't figure them out.

 

[peg110]

FYI: It is NOT a 1-800 number. The number is 407-WDW-DINE (3463).

I live in Canada...and it burns me every time I have to call Disney because every single call takes about 15-30 mins (nothing is ever quick *sigh*) and I pay long distance to do so. I rarely ever call US numbers that are not 1-800 numbers (pretty much only Disney) so I don't have a long distance phone plan. (Sorry for the vent - a pet peeve that just annoys me every time). The last time I had to cancel a trip, it took me about 30 mins on the phone (incl wait times) and I was thoroughly annoyed that I couldn't just cancel online. I try to use a TA whenever possible so I can avoid having to call Disney directly.

I stand corrected. Now that I think about it you are right. My humble apologies.

 

[Lucius Best]

Did you mean to say that it CAN'T help or it CAN?

My comment was taken out of context, I wasn't referring to a captcha, what I was trying to say was that it can't help to have bots constantly accessing the system. Anything to prevent bots would be fine with me.

 

[HizMinnie2015]

I feel so awful for those that have so many issues with the system.... My free dining was April 27th, the same day as the Free Dining discount was released. I do not have a horror story to tell here. In fact, I'm a first timer so I've had no experience adding or changing things for a disney trip. I logged onto the system at 5am central time (6 eastern) and saw that the free dining promo was open to the public. Immediately I went into my reservation and used the modify button that was added just a couple of days prior. I changed my reservation online all by myself to include the free dining. I had my confirmation email within moments.

I used the same system to get all my ADR's. I got everything we wanted including lunch and dinner at BOG, CRT, Ohana, 1900 park faire, crystal palace pre-park opening, tusker house pre park opening, Mama Melrose Fantasmic pkg etc. It was an easy and unstressful event overall. I would do it again in a heartbeat, it was that simple.

I got all my things completed before the chaos erupted. I read how horrible it was that day for individuals and TA's alike. I"m so thankful my experience was easy, quick and full of pixie dust!

 

[dnw25]

Thanks everyone for the moral support. Most of you accurately understood my frustration and I really thank you for defending my comments - It was not with having to plan the trip in advance, it was not having to get up in the early morning to book online, it was not with the cast members I spoke with, it was not with the lack of dining options. The system literally failed me the morning of my dining reservation window. I could not book online for the first hour and then was disconnected twice by the phone lines/cast members. It took three hours to book ten days worth of dinner and breakfast reservations.

I 100% percent understand I am not the only user of the system, that I am not the only customer, that I don't have to go on this trip, that I don't have to make the reservations, that I don't have to use the online system, that thousands use the online and phone dining reservations without issue. However, I, like many on this forum, have been to WDW at least several times. I know what experiences we will enjoy. I know the options for food, rides, resorts, and entertainment. I know what we would like to do on our trip (which does not correspond with free dining period as several have assumed). I spend all day on computers and am very comfortable on them. Since I have never had problems booking dining online the last of our five trips, I wanted to book online again.

Other than my initial emails to Disney - the same one sent to two different email addresses - the only other contact was with a CM from Disney Communications. After playing phone tag for a week, we spoke yesterday for 29 minutes. I promise, I am not a raging, rude, or mean person. (some have inferred I was raging or abusive to Disney CMs - don't know where that came from) I know how to calmly, professionally and civilly handle myself when dealing with customer service agents when frustrated or angry.

The conversation had an apologetic tone. He forwarded my email to numerous departments, IT, dining, reservations, and the phone line supervisor (don't' remember the name of the department). Additionally, after our conversation he said he was going to send follow ups to each department/division again. He apologized numerous times for my difficulties. He said magical enhancements have been made and without feedback from users, they would be unaware of problems. He thanked me numerous times for emailing Disney and calling him back. Servarl insights from our call.

 

[elaine amj]

Thanks for the update

If something goes wrong and the company acknowledges it was their mistake (or a system failure or whatever), I expect the company to figure a way to make it right. For a place that is world-renowned for excellent customer service, I go expecting that "I will be taken care of by Disney" and that they will care about my vacation experience. The stories of pixie dust moments are legendary and heavily promoted by Disney as examples of amazing service. Every single customer service training/conference session I attend brings up Disney service at some point.

It is extremely disappointing to hear of situations like yours where you didn't receive the service you expected.

It would be different if Disney did not pride themselves on customer service. Then I would know not to expect it. For a customer, having your expectations met is critical. I used to feel like I could count on Disney to have my back. I don't anymore. Will this stop me from going? Not at this point since I still love the overall experience. But I don't trust them the way I used to. And that affects my perception of the park and if I had a travel situation where it is important everything go smoothly, I may choose to go somewhere else less complicated. And...I no longer rave about Disney customer service. Yes, there are many, many good moments...but there are also many bad moments and I just don't feel confident enough in Disney to rave the way I used to.

 

[TwoCortWort]

Does anyone have a number. I don't want to call the general number and file a compliant. I am also looking for an address or email address.

Sorry I don't know how to tag a post, but this was my experience this am:

My experience this am was so horrific that honestly, I almost canceled the trip. After having to figure out which days to visit which park to line up dining so it can be booked at 180 +10 and then not being able to do so....Ridiculous. Especially for what anyone staying on property pays. Even with our airfare booked, almost canceled. Does anyone have the address/phone to get through for complaints? Not just a general complaint number.

Was up at 4:45, logged in ready to go exactly at 5:00 (6 est) For 36 min I tried everything - different browsers, logged in and out, searched from the restaurant page, searched from the park dining pages. Absolutely no luck. It would routinely time the available options, but when I clicked would just take me back to beginning.

Around the 44 min mark, I saw availability begin to change with times disappearing or no longer availability. This is when I almost canceled the trip.

I kept trying and still no luck. Woke up the hubby at 5:54. Told him to get on the phone at 6:00, which he did. He also got on his computer. Now 6:00 am, I was lucky enough to get through immediately on the phone (hubby called a min or two later and was told he had a 30 min wait). Explained the problem online to the agent, who said was unaware of any problems online this am. He then proceeded to get me almost all my hard to get reservations. Wonderful, right?

I was DISCONNECTED by DISNEY. I was talking to the agent for over 30 min, I was about to give him my credit card number, and all of a sudden the "Tell us how we are doing" survey at the end of every Disney call was playing!!!! What in the world!!!!

Meanwhile, the website miraculous opened up/woke up at 6:00 am too. My hubby was booking ressies while I was on the phone with the agent (not the same ones, I promise). I jumped on and tried to book the same ones I had made with the agent.

Several minutes later, my husband's 6:02 phone call to Disney dining went through. Now it's around 6:35 and the agent couldn't really help me. My early BOG selections were all gone. Ohana gone. She tried to search for any of my old ressies since she said the system "holds" them for a few minutes before they are released again, even without a credit card hold, but couldn't find them. She was explaining how nothing could be done when guess what? DISCONNECTED by DISNEY a second time!!! The survey started playing again.

I finally made all my reservations online, finishing at 7:46. I did get every restaurant I want - numerous character breakfasts, brunch, numerous lunches and dinners, however, I did not get them on the day or time I had hoped for. Trip is not canceled but seriously!?!?!?!

Disney forces you to do all this detailed planning, only to not let you implement it. I cannot clearly express how frustrated I am by this experience. Disney left a very negative impression this am.

I can't tell you how many complaints I have filed recently on dining and the Fast Pass system. I have called dining direct and all I was told they would pass it along to their supervisor. I e-mailed them too, same thing other than they told me there had been a glitch and it was being worked on. All excuses and I doubt they have fixed the glitch situation. My Fast Pass issue it took me 3 e-mails, 4 phone calls (2 hours all together) to get some one who cared we weren't happy and were compensated for it. It hasn't been worth the complaining for me, but I feel your pain on this.

 

[TwoCortWort]

Thanks everyone for the moral support. Most of you accurately understood my frustration and I really thank you for defending my comments - It was not with having to plan the trip in advance, it was not having to get up in the early morning to book online, it was not with the cast members I spoke with, it was not with the lack of dining options. The system literally failed me the morning of my dining reservation window. I could not book online for the first hour and then was disconnected twice by the phone lines/cast members. It took three hours to book ten days worth of dinner and breakfast reservations.

I 100% percent understand I am not the only user of the system, that I am not the only customer, that I don't have to go on this trip, that I don't have to make the reservations, that I don't have to use the online system, that thousands use the online and phone dining reservations without issue. However, I, like many on this forum, have been to WDW at least several times. I know what experiences we will enjoy. I know the options for food, rides, resorts, and entertainment. I know what we would like to do on our trip (which does not correspond with free dining period as several have assumed). I spend all day on computers and am very comfortable on them. Since I have never had problems booking dining online the last of our five trips, I wanted to book online again.

Other than my initial emails to Disney - the same one sent to two different email addresses - the only other contact was with a CM from Disney Communications. After playing phone tag for a week, we spoke yesterday for 29 minutes. I promise, I am not a raging, rude, or mean person. (some have inferred I was raging or abusive to Disney CMs - don't know where that came from) I know how to calmly, professionally and civilly handle myself when dealing with customer service agents when frustrated or angry.

The conversation had an apologetic tone. He forwarded my email to numerous departments, IT, dining, reservations, and the phone line supervisor (don't' remember the name of the department). Additionally, after our conversation he said he was going to send follow ups to each department/division again. He apologized numerous times for my difficulties. He said magical enhancements have been made and without feedback from users, they would be unaware of problems. He thanked me numerous times for emailing Disney and calling him back. Servarl insights from our call.

Glad they finally took this seriously! I have been calling myself and got nowhere!

 

[dnw25]

Sorry wasn't done. This is what the CM told me:

The two disconnected calls were either an issue with the phone lines/servers or errors by the Cast Members.

the dining agents CANNOT call people back. Which is why the 1st agent did not call me back after lining up all of my dining for the week. Disney has very strict procedures on call backs to customers. The CM told me Disney does not want to be an outgoing call center and therefore, any possible callbacks must be escalated through supervisors and meet strict guidelines. He thought, after my email, that my situation was cause for a callback and put that in his first emails to the departments. I affirmed that I would have been fine with a callback in that situation also.

The online booking system - letting you selected date and time, shows you options, you select an option and then it recycles back to the beginning selection page. This is a know problem. Been happening for at least a year. His only explanation is that Disney has done magical enhancements to the website with the magic bands and now the system can be problematic. As discussed on this thread, they can only test the website to a degree and then they need the users to report back problems.

It is possible they were doing maintenance that am, which is why online possibly didn't work the first hour and why online "opened at 7:00" with the dining call center.

I used safari, chrome and firefox on my mac that am (all are up to date with upgrades), and kept logging in and out of the Disney site on each. He said while all browsers should work, chrome and IE work best.

I asked if Fastpass + has any known problems and he said we should be fine unless going for elsa and Anna and 7DMT.

He said tons of dining ressies open 60 days, 30 days and the week before trip dates. Same for Fast pass+

This was a pleasant, informative conversation.

Sorry if I sounded harsh with my above comments. I was a little aghast about some of the comments on this thread and what was inferred about me and my behavior.

 

[dnw25]

Two Cort Wort - definitely follow up with Disney. I was pleasantly surprised my initial email with forwarded to so many, proper departments and did not just end up being looked at once and done. He said several times he was forwarding our conversation and additional information to the divisions as well. He was unaware how they research issues - if they are able to look back at user logs or if they try to replicate the issue in a testing/development environment, but he assured me that tech does look at the emails and issues.