Customer Service Escalation

[Canadian Girl 77]

Does anyone know how to actually escalate a customer service complaint? We had an incident in May and I have never had a satisfactory conversation about my concerns (rollercoaster started moving before my kid was actually strapped in because the restraints weren't working).

Dealing with customer service has been almost as disturbing as the incident. Nobody came to any physical harm but for some reason Customer Service refused to let us talk to anyone that would be able to reassure us that the ride wouldn't have continued moving (another attendant ran out and pushed her restraint down).

When I ask to escalate on the phone they refuse to let me speak to a manager.

I reposted because I put this in the wrong forum.

 

[damo]

Which coaster?

 

[Bluer101]

Which coaster?

More details please.

 

[Canadian Girl 77]

Rock n Roller Coaster (Correction; Rip Rockit)

The restraint wouldn't go down on my nine-year-old. We called for help but nobody was checking on us. I was restrained. I screamed for assistance and they gave the thumbs up while making eye contact. It started to move. Someone dashed out and pushed her restraint down.

DH is a mechanical engineer. He has some very specific questions about the ride but the best we are allowed to talk to is a supervisor of the phone service. We did immediate go in person to the customer service area.

We are passholders. DH isn't willing to return to the park without answers. We'll never go on that coaster again. They don't have to worry about a lawsuit.

I think she is okay psychologically although I haven't taken her on a coaster since. Of course, DH told her that he had talked to someone at Universal and confirmed that there are the appropriate safety measures in place so that we wouldn't have any more nightmares. We still have the occasional "what if" moment.

 

[hydrotony]

Rock n Roller Coaster is in Disney's Hollywood Studios.

 

[BrinkofSunshine]

If you're talking about Hollywood Rip Ride Rockit.. that ride does not come to stop while guests are boarding. It's on an omni-mover system in the station. Every time I've been on it my harnesses are closed and checked while the vehicle is moving.

 

[Senator Tressel]

Nah, she's talking about the RnRC at Hollywood Studios.

If you are calling Universal, that could be a big reason why you aren't getting anywhere. You've been to Disney ten times in eight years though so I'm baffled as to how you're confused on that. As far as the restraint, I have seen that happen before. I think you mean that it didn't go ALL the way down rather than it was completely up. Sometimes that happens where it only goes halfway down, but I've never seen them not correct it. It's happened to me twice, so it must be a pretty common thing that the ride attendants are very well aware of. Even in the exceedingly unlikely event that the thing launches without the restraint all the way down, you're not falling out anyway.

 

[Planogirl]

Rock n Roller Coaster

The restraint wouldn't go down on my nine-year-old. We called for help but nobody was checking on us. I was restrained. I screamed for assistance and they gave the thumbs up while making eye contact. It started to move. Someone dashed out and pushed her restraint down.

DH is a mechanical engineer. He has some very specific questions about the ride but the best we are allowed to talk to is a supervisor of the phone service. We did immediate go in person to the customer service area.

We are passholders. DH isn't willing to return to the park without answers. We'll never go on that coaster again. They don't have to worry about a lawsuit.

I think she is okay psychologically although I haven't taken her on a coaster since. Of course, DH told her that he had talked to someone at Universal and confirmed that there are the appropriate safety measures in place so that we wouldn't have any more nightmares. We still have the occasional "what if" moment.

Wrong forum, wrong themepark.

Call Disney.

 

[Bluer101]

 

[phamton]

If you're talking about Hollywood Rip Ride Rockit.. that ride does not come to stop while guests are boarding. It's on an omni-mover system in the station. Every time I've been on it my harnesses are closed and checked while the vehicle is moving.

This is correct, the ride continues to move and the restraints are checked while it is moving. If a restraint is not down, the ride will immediately e-stop. It has built in safety features. If you are talking about Hollywood Studios Rock N Rollercoaster then you need to contact Disney.

 

[Canadian Girl 77]

I was talking about the Rip Rockit. I had a brain fart. My apologies.

Every other time we've had our harnesses checked. This was the third trip of the day.

 

[damo]

I was talking about the Rip Rockit. I had a brain fart. My apologies.

Every other time we've had our harnesses checked. This was the third trip of the day.

You weren't in any danger. The vehicle would not have passed the final checkpoint with the restraints open. Like others have said, the vehicle is supposed to move while everyone is getting themselves buckled in and if the systems didn't show themselves as clear by a certain point, you would not continued up the hill. What you experienced was normal and that is probably why you aren't getting anywhere with customer service.

 

[Bluer101]

You weren't in any danger. The vehicle would not have passed the final checkpoint with the restraints open. Like others have said, the vehicle is supposed to move while everyone is getting themselves buckled in and if the systems didn't show themselves as clear by a certain point, you would not continued up the hill. What you experienced was normal and that is probably why you aren't getting anywhere with customer service.

Yep, have ridden many times and have stopped right before the control center above showing a harness sensor wrong.

 

[jeanico2000]

You weren't in any danger. The vehicle would not have passed the final checkpoint with the restraints open. Like others have said, the vehicle is supposed to move while everyone is getting themselves buckled in and if the systems didn't show themselves as clear by a certain point, you would not continued up the hill. What you experienced was normal and that is probably why you aren't getting anywhere with customer service.

I am in the service industry, and there is no excuse for 'not getting anywhere with customer service'. You may know that the ride is safe, but the OP had a real concern and needs to be reassured. It's really sad that we have to accept such casual/uncaring treatment in this day and age, and I'm not pointing a finger at Universal in particular (I LOVE Universal!). This is the norm with a lot of companies with their 'Don't like it? go somewhere else' attitude. All universal had to do was explain what you just did, directly to the OP.

Just my 2 cents worth! OP, I understand your fright... I would have screamed my head off to get attention!

 

[phamton]

All universal had to do was explain what you just did, directly to the OP.

Maybe they did and the OP wasn't satisfied with the answer. Anyway, this is what you can do if we still haven't answered your concerns about being safe. Go to guest services inside the park at the studios. Tell them what happened and that you would like to speak directly with the ride supervisor. They will call the attractions supervisor for RRRRC for you and he will come and meet with you in the Guest Service Lobby.

 

[truck1]

You weren't in any danger. The vehicle would not have passed the final checkpoint with the restraints open. Like others have said, the vehicle is supposed to move while everyone is getting themselves buckled in and if the systems didn't show themselves as clear by a certain point, you would not continued up the hill. What you experienced was normal and that is probably why you aren't getting anywhere with customer service.

To me the issue would be more of the tm all giving the thumbs up while there was at least 1 restraint open. I agree that the ride would have stopped but the fact remains that they missed it. Which means either a they weren't paying attention or they were only looking at sections and that one section got missed.

 

[hydrotony]

To me the issue would be more of the tm all giving the thumbs up while there was at least 1 restraint open. I agree that the ride would have stopped but the fact remains that they missed it. Which means either a they weren't paying attention or they were only looking at sections and that one section got missed.

Isn't there a TM for each side checking the restraint? Maybe they were looking at the TM not responsible for the side in question but gave a thumbs up for their side? As everyone said, the auto stop would have engaged if there was still a problem at the lift.

 

[damo]

Isn't there a TM for each side checking the restraint? Maybe they were looking at the TM not responsible for the side in question but gave a thumbs up for their side? As everyone said, the auto stop would have engaged if there was still a problem at the lift.

Yup. They give the thumbs up when their side is done.