Complaint number for Disney Diningcom

[dnw25]

BTW, in my complaint email, I did NOT include my phone number, reservation number or any other personal information other than my email address. Disney communications managed, probably very easily, to find my cell number and full name. I am not upset at all but was a little surprised they did not contact me through email first.

 

[dnw25]

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.

I wholeheartedly agree. While I was frustrated and pulling out my hair, my hubby was going on about Disney customer service, their philosophy and how wonderful it used to be. There is definitely a change from when we started going to WDW regularly in 2009. Yes, some agents still seem to be sincerely excited or at least neutral and helpful, but you can just as easily get someone who seems like you are bothering them. I have been surprised the last several times I have called about my resort reservation and disappointed too. I don't think it should take multiple phone calls or agents to find out the cost of adding the dining plan to our package. In the past, questions similar to this were easily answered by the agents. It just feels like Disney could care less if we come. I realize they are a massive corporation, and my reservations will be immediately filled, but CM seem to have different attitudes now.

I honestly wasn't expecting pixie dust but at the same time was expecting something a little more - I know that doesn't make sense.

 

[MakiraMarlena]

The reservations system IS a disaster. Not everything released in time to book and the phone agents having no idea what is going on, so they tell you everything is sold out. Certain restaurants being withheld for certain days. System crashes, dropped calls, mistaken cancellations, two hour waits when special events are released, people being charged for reservations when in fact they showed up.

This began with outsourcing their phone systems to call centers. Now you are lucky if you are speaking to someone who is actually in the state of Florida, much less knows anything about WDW. A lot of them are working from home, all over the nation. They get their info the same place you do - the same buggy website - and if the website is wrong, so are they.

 

[AnnaKat]

Wow!, MakiraMarlena, if they are outsourcing their phone sysyrems to call centers, then there are problems ALL around,
beyond their glitchy website!!! Obviously, Disney these days is ALL about profit-profit-profit. IF everything is set-up to be penny wise for them, but pound foolish for us, THEN they may have their hands tied WHEN we attempt to tell them about problems. They are actively setting-up customers for mediocre to horrible, unacceptable "service". So long as parks & resorts & restaurants are full, they will continue to NOT fix things overall, so it's the luck of the draw. @ LEAST DVC CMs DO care

 

[Dean Marino]

OK - while I hate to suggest this, as I love WDW....

When the booking system FAILS, for any reason - you DID realize that a whole SLEW of on property restaurants may be CALLED, and BOOKED, directly?
SEVERAL may be booked via OpenTable.

General guidance: ANYTHING at DTD may be booked. ANYTHING at Swan, or Dolphin, may be booked. V&A may be called DIRECTLY, and booked (try THAT on MDE these days). General concept? If it is NOT Disney Owned, it can be booked DIRECTLY. MANY MANY restaurants are in this category.

Now why did I say all that? I want the MDE booking system to succeed. BUT - I really want you folks to be able to BOOK a restaurant. MDE can do what they are going to do - or not. YOU need to eat.

When "the system" fails - GO AROUND "the system".

 

[Aerinha]

They got my cell number, I assume from the room numbers that were never texted to me, and called me about my complaint email. Basically the site sucks and they know it, problems are snowballing instead of being resolved. And if it fails to work at FP time, I can call and they'll get me something not in high demand...um then why would I need a FP for it?

Given that the dinig site failed to ever work for me, I am expecting a disaster at FP time too.

 

[tomatecerise]

And its worse in french. I go to check on the site in english because the french version is a mess