Complaint Update

[cap'njack.]

So...after reading a few people had got responses to complaints made around the same time as mine I thought I'd email again to make sure I hadn't missed the first email (or that it had gone to my spam folder)

Here is the response

Disneyland® Resort Paris,

12 January, 2009

Reference: 307***/603***




Dear Mr Lincoln,

I thank you for your continued patience and I can assure you that a response will be sent as soon as possible.

Your concerns are currently being investigated by our onsite teams and once all the necessary feedback has been received, a response shall be sent.

Yours sincerely,




Ana Catarina Reis Sousa
Guest Communication

This kinda makes me think that they are actually investigating my complaint properly and not going to just fob me off with something for free (and I'm not saying that they have ever done this to anyone).

I don't want anything but to ensure that this CM is not able to treat other guests in the same way as myself and my family. I was able to give them names and back-up evidence so maybe they are taking this far more seriously than I first anticipated.

 

[britchic4]

I don't want anything but to ensure that this CM is not able to treat other guests in the same way as myself and my family. I was able to give them names and back-up evidence so maybe they are taking this far more seriously than I first anticipated.

Hope so.

 

[Stubbarama]

Its reassuring to know they are looking into it. Gives you more confidence.

 

[ukstitch]

Maybe they're trying to check that this was stated so they can offer you a refund back to the cost of the AP you should have been offered (assuming this is the complaint I'm thinking of)

 

[cap'njack.]

Maybe they're trying to check that this was stated so they can offer you a refund back to the cost of the AP you should have been offered (assuming this is the complaint I'm thinking of)

That's the one

 

[thelittlemermaid83]

Great news John, i recieved a email back from my complaint today aswell and said i would receive a reply soon.

All i want is a I'm sorry and that they educate there staff some more and stop giving out the wrong information.

I hope you get a refund.

 

[squizz]

I can't find the thread with the complaint in. Curious what it was about?

 

[Aristol]

What happened? I thought you had the problem with the hotel room however it sounds like an issue with a CM?

 

[jillrobinson]

The thing is you've provided names, times etc., they have no option but to follow through, let's hope that it leads to a review of the CM's training, so that in future they're able to provide correct and consistent information to visitors.

 

[scampbunny]

that sounds very promising!!! i know what u mean tho - u dont want them to say we will sort it, then get a freebie, when nothin has actually been done!!!

it does sound like they are properly lookin into it and uve given them all the relevant details.

emma - hope u get sumwhere too - although mystery still surounds ur complaint - but hope they take it serious too & sort it for u!

 

[cap'njack.]

Great news John, i recieved a email back from my complaint today aswell and said i would receive a reply soon.

All i want is a I'm sorry and that they educate there staff some more and stop giving out the wrong information.

I hope you get a refund.

I'm not after anything but a sorry. Exactly the same as you are!

I can't find the thread with the complaint in. Curious what it was about?

What happened? I thought you had the problem with the hotel room however it sounds like an issue with a CM?

Here is the original complaint

Dear Sir/Madam

I am writing to you with reference to a complaint that I have to make regarding a cast member.

On Friday 12th December I visited DLRP with my Wife, young son, Parents and Brother. We queued at Guest Relations to obtain Annual Passes for my Parents and my Brother. At approximately 10:15am we were called over to booth 3 (the one closest to the Luggage Storage) and spoke to a lady. We wanted to buy Three Fantasy Annual Passes as myself and my Wife are already Dream Pass Holders.

The lady behind the desk said that Saturday 13th December was a Fantasy Pass blackout day which I queried as I had researched into the AP's and knew that it was not a blackout day, she replied 'you are wrong and I am right, it is a blackout day'

Having visited DLRP 17 times in the past 16 years I know that CM's are very highly trained and are very often correct in what they are saying, therefore I conceded that she was correct and we bought three Dream Annual Passes from her.

Imagine my dismay to find out that when we visited on the Saturday 13th December it was indeed not a blackout day and that Fantasy Pass holders were allowed the same entrance rights as Dream Annual Pass holders!

I am shocked and very disappointed that the miss-information from this CM has lead to us having to pay an extra 150 euros which was a needless expenditure given the dates that we were visiting the park.

I am very upset that your member of staff lied to me and when questioned about this did not actually ask anyone else for advice but assured me that I was wrong. It is experiences like this that would discourage people from returning to DLRP in the future.

I would appreciate a response to my complaint.

Regards,

Followed up with the Name of the CM, reciept time, date and scan of reciept. I also (for some reason that only my little brother knows) have a picture of the CM who told us this information

 

[thelittlemermaid83]

you have a photo of the CM? lol

 

[cap'njack.]

you have a photo of the CM? lol

Yeah for some bizzare reason Matty too a picture of us buying the AP's (before the incident happened) and it has the CM in the picture!

 

[thelittlemermaid83]

Yeah for some bizzare reason Matty too a picture of us buying the AP's (before the incident happened) and it has the CM in the picture!

Maybe he wanted a magical photo of buying his first AP, only to it end up being not so magical.

Did you email the photo to Guest Relations?

 

[cap'njack.]

Maybe he wanted a magical photo of buying his first AP, only to it end up being not so magical.

Did you email the photo to Guest Relations?

Not yet as I gave them all the details but I have said that I have one if needed

 

[mummyal]

Sounds like they are really looking into the matter. Hope they'll get back to you again a.s.a.p. The poor CM though - and with photo proof as well lol.

 

[mommy2ash]

i really hope they get back to you soon. you were just plain ripped off

 

[HolidayLover]

do they get commission or something for selling the more expensive ones?