Crabby CM with "the code"

[LOVETHATPOLY]

I booked a December trip and received 40% off the whole package. When I originally called to book the trip I did not claim to have any code or postcard. I just asked if there were any discounts for December, and the CM gave me 40% off. We were not really sure about taking this trip as it falls so close to Christmas and we just did a Christmas trip. So, today I called to see about changing my dates and I was asked for a pin. I nicely stated that I do not have a pin, but I have an invoice sent from them in the mail with the code and my package. He stated that I needed a pin. I told him that I never claimed to have one or a code, but this is the discount I was given. He told me that the CM should have never given me the discount and that I should have a pin. At this point I was upset, but still remained calm. I was nice and I never claimed to have a pin. He sounded so irritated about the whole situation. I told him just to cancel my trip. He said o.k. and cancelled it. I understand that he might have been upset about the code situation, but I was not claiming to have one. I was honest and he was rude. I am honestly happy that I cancelled. I love Disney and I will keep going back, even if it means paying full price. I just can't believe how annoyed this guy sounded. When I stated that I would just cancel, he did not even try to interest me in another trip. I took 3 trips there last year. Even with the code, this was still a $3000 trip. Hopefully this fellow was just having a bad moment and does not treat all of the callers like this. He just lost money for the company he works for. I usually get wonderful people on the phone, so this one was a shock. Thanks for letting me vent!

 

[lailah]

Maybe you should have asked for the supervisor. Even if you weren't really keen on taking the trip, I think he should have been reported. Helloooo...aren't they supposed to be the happiest place on earth? Although, I wonder (and it's only me) if sometimes when you DO ask for the supervisor, if they just put someone else on the phone from say..sitting next to them? How do we really know it's the supervisor unless you get a name and call back to confirm it somehow. But I guess we should BELIEVE that they are doing it. Anyhow, I called and asked for a code for 5/26-28 at PC (we are moving to the BW on the 28th) and they said 'nope' nothing there. Darn! I only want 2 nites. By chance, does anybody know of any nice ones in DTD that are lower in price range? Or maybe by Universal Studios?

 

[LOVETHATPOLY]

I should have asked to talk to someone, but I think I was so thrown off by his attitude. To make sure that I am clear, I just asked to bump my reservation to 2 days earlier, and that is when the pin ? came up. I am sure I could have fought it and spoke with a supervisor, but it was not worth it to me. If I was super excited about this trip, I am sure I would have said more. I have not done the DTD hotels, so I am sorry that I cannot help with that. Good luck!!

 

[boomhauer]

When I called this morning, the rude CM I got asked my phone number after I gave him the reservation number. Disney has had the wrong number in their system for the past year, and every time I call, I give them the correct number. They just never update it.

Anyways, his response was a snooty "No - That's not the right number."

I've just accepted the fact that Disney doesn't care about customer service as they once did. We can all either deal with it or tell them to stick it. I love Disney World, so I continue to deal with it.

 

[dawgsgirl]

It's really getting to the point that it is much easier to stay off-site than deal with Disney reservations. With Disney, it's like gambling. Maybe you get someone nice, maybe you don't. Customers should never have to hang up and call back to try and get a nice CM. No one seems to know what policy to follow. At least when staying off-site, the policies are clear. I have had several not so magical calls to Disney lately. Sadly, every time I call Disney I feel like I am playing a game of poker.

 

[mom2my3kids]

That is a sad situation.. I would of been upset also..

 

[Charleyann]

I was asked for my code this am for my upcoming trip! Now, I have modified a few times and added dining and have never been asked except the first time for the code number (or pin)

I said the pin is attached to my name and she said, I have to ask and verify...ok, I got on computer and looked for the email. (Glad I saved it!) Gave her the number and she was ok.

The CM wouldn't even look at changing anything until I gave her my code/ pin number! She wasn't rude or anything....



Charleyann

 

[PolyHereWeCome]

I was asked for my code this am for my upcoming trip! Now, I have modified a few times and added dining and have never been asked except the first time for the code number (or pin)

I said the pin is attached to my name and she said, I have to ask and verify...ok, I got on computer and looked for the email. (Glad I saved it!) Gave her the number and she was ok.

The CM wouldn't even look at changing anything until I gave her my code/ pin number! She wasn't rude or anything....



Charleyann

Wow, think the CM should have been a little more helpful and just looked it up herself. Bet if you'd have truly thrown the Pin out, then she'd have figured out a way to look it up. Nice service.

 

[bytheblood]

OP - If you have that person's name, I would call back and discuss it with a supervisor and let themknow what happened....also let them know that this is not acceptable and not the way Disney should be ran.

Even if you do not have a name, the supervisor should be able to see who did it as it required a keystroke into the system.

Customer service at CRO/WDTC is declining, no doubt about it.
I think out of every 5 calls I make to them, 4 times the person on the other end is rude. It was not always like that in the past.

Helloooo...aren't they supposed to be the happiest place on earth?

Maybe since that celebration is out, customer service does not have to be happy. Who knows, maybe they mistook this new celebration as Year of Nighmares?

 

[Luv2Roam]

Not to say anyone should be snooty at any time. Although I am not surprised to read you were not allowed to rebook when you should not have been allowed to book using "the code" in the first place. I think those times are past, just judging by what has been posted here.
I have read on Dis posts where others warned others not to alter their booked trip using "the code" when they did not have a pin, as this may happen.
My guess is if he was even able to override the system, he would have been in a lot of trouble for doing so.
It is too bad he could not find another code you could use. But maybe you will get one at a time that suits you better anyway.
(And it would have been 40% off the room. Not the whole package. Just to save other posts from asking how someone got 40% off the whole package. I have seen that happen too)

 

[dawgsgirl]

There is a difference between snooty and rude. That's just my opinion. Rude is much worse than snooty.

 

[LOVETHATPOLY]

To me it really was not about getting the 40% off or not, it was about his attitude. I have AAA and have been an AP holder. It was as if he was mad at me for what another CM did. I explained that I never had a code or pin and that the CM just gave me the 40% when I asked about discounts. That is fine if he could not override the system. I did not ask him to. The only thing I asked is if I could check in a few days earlier and that is what seemed to set him off. I used to manage at Gymboree and my parents owned a store growing up. I know how important customer service is. It is imperative to have a positive attitude. If he could not switch the dates he should have offered to look up AAA rates. You never want to just lose a customer. As I stated, I love Disney and will be back. It just stinks when you deal with bad service. ****I do want to say that I know that there are alot of great CM's out there. This is not a thread bashing CM's. It was really much more about his attitude than the discount.****** Thanks for all of your replies!

 

[LOVETHATPOLY]

Boomhauer: We moved 2 years ago and they still can't get our phone # right. Some of our reservations have been linked to our current # and some still with our old #. I have called and emailed and updated on the website. They still can't get it right. It is funny how someone as big as Disney can't keep the records straight. Maybe you and I got the same CM today. Who knows??

 

[rcraw45425]

I had one yesterday,was not rude just not in the least bit helpful. I caleld to see if the new codes would help me with our May trip. We have one night at Pop at rack, nope, no room only code available. Then I said I had a new code, gave it to her (the new MYW one), asked if it would be more benificial to us than our old one(free hopping & water parks). Tried to tell her we wanted just hopping, not the rest. Without even haveing time to look she told me I had the best one out there. Knowing hoe these CMs are, I called back and got a nice guy, he looked at Pop, still nothing , then told me that while WL only showed Deluxe rooms, too much $$$, he could get me in the CR for $75 less. Or he could put me in the tower MK view for $200 more. I took the lower garden wing room but added a day to my tickets for a total for $200 more than my initial WL package with two day hoppers. ANother case of if at first you don't succeed........

 

[angbuz]

I had one yesterday,was not rude just not in the least bit helpful. I caleld to see if the new codes would help me with our May trip. We have one night at Pop at rack, nope, no room only code available. Then I said I had a new code, gave it to her (the new MYW one), asked if it would be more benificial to us than our old one(free hopping & water parks). Tried to tell her we wanted just hopping, not the rest. Without even haveing time to look she told me I had the best one out there. Knowing hoe these CMs are, I called back and got a nice guy, he looked at Pop, still nothing , then told me that while WL only showed Deluxe rooms, too much $$$, he could get me in the CR for $75 less. Or he could put me in the tower MK view for $200 more. I took the lower garden wing room but added a day to my tickets for a total for $200 more than my initial WL package with two day hoppers. ANother case of if at first you don't succeed........

I definitely second the "if at first you don't succeed......"

That exact same thing happened to me yesterday. I was booked at POR for 6 nights with the free park hopper/water park. I called and got a not-so-helpful CM who, before I could even explain what I wanted, blurted out, "YOu got the best deal, don't mess with a good thing!". I just said, "Thank you," and hung up.
I called back and got the nicest CM so far and she was more than willing to look at just about every hotel to see where we would get the best deal. After about 1/2 hr on the phone with her, she finally got us a great deal at the AKL for $100 more than our existing res at POR (we did away with the water park option). I was so excited and couldn't thank the CM enough. It truly is a pleasure to get someone nice and that will go out of their way to help you. That is their job after all, right????