Here's the latest. I posted a longer version on another thread but here is the pertinent part for this thread. Definitely email Disney so they know about issues. As the CM said, they can only test to a certain degree and without user feedback are not aware or do not know the extent of issues.
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.
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. 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 although I too felt like he was making excuses. He didn't ask if there was anything he could do for me. I was surprised considering the extent of the problems I had.
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.
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. 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 although I too felt like he was making excuses. He didn't ask if there was anything he could do for me. I was surprised considering the extent of the problems I had.
