Disappointed by Disney's handling of a bad situation

[jtoast]

I guess it's time for me to be flamed but it seems to me the OP just wants something to complain about.

It wasn't any of the CM's fault the ride broke down and they have nothing to apologize for. You can be upset that someone from Disney management didn't come out and apologize but I doubt that anyone on the scene had the authority to do much other than tell you the standard "Sorry its broke." As to sounding insincere...it was at the end of the day, there was nothing they could do and, most likely, they had already apologized to many many people before you so yea....it just might end up sounding a little fake.

I also suspect that the reason you were not given "something shiny" is because when it all comes down to it, all that happened is that a ride broke down. It happens all the time and whether its on the first day or the last day, it happens and there is no way Disney is going to set a public precedent of giving things away when it happens. Once they go down that road everyone in the park will be saying "Well I should have got something when xxx was broken last week...where is mine?"

Now, with that said, I would not be suprised if you received some sort of a goodwill apology letter or small token item in the mail within the next few weeks. Private apologies allow companies to aknowledge their mistakes but keep the idiots from taking advantage of an unforseeable error.

EDIT:
Or you may not...after all it was just a ride that broke down at the very end of the day. It's not like you lost the use of the entire park.

 

[princesskim]

If management wanted to handle the situation better they could have given each patron standing in line a dream fast pass specifically for Nemo. The AP holder could come back to DL, using their AP even if a blackout date, anytime in the next say 30 or 60 days(but not during he remaining preview days). The Nemo dream fast pass would give front of the line privelage for one ride.

I completely agree that some sort of fastpass should have been issued, they should have planned for break downs in advance instead of just covering themselves beforehand.
Another thing that i have learned that works wonders is complaining. I know it sounds awful, but since Disney holds it's self to a higher standard, i hold them to a higher standard to. If i were you i would have gone to city hall and nicely "inform" them that the CM's were less than pleasent. Usually they will offer you some sort of compensation for the less than desired experience. If not, then oh well it didnt hurt to try .

 

[DangerMouse]

I understand the feeling of disappointment. Really, I do. If you think the CM's are crabby now, wait until they have been working extra long shifts dealing with people who have waited in line for 3+ hours.

But the rest of it comes down to two words for me:

entitlement or gratitude. Pick one.

 

[MateasMom]

FWIW I completely agree with you. They DEFINATLY could have handled the situation better for crying out loud! We're not talking about a weekend fair run by PTA moms, this is Disney. I would have expected better as well. Like someone else suggested, some sort of fast pass situation seems like it would have been apropriate. Apologize their butts off and hand you some popcorn or a churro on your way out fo the line.

 

[iceskatejen]

The thing is, Disney did say the OP could come back the next day and use her ticket. That on it's own really should have been sufficient. OK, so that wasn't going to work. And if the ride broke down and was expected to reopen again they would have issued a fastpass type thing to be used later that day under normal circumstances (probably not here as it was a preview and I'm sure there in the fine print was something along the lines of "Attraction subject to availability," basically meaning, if it breaks down, you don't get to ride.) But, it's not part of policy to give a fastpass for a future date, especially on a brand new attraction, which isn't going to offer fastpass at all.

 

[Cannot_Wait_4Disney]

There was ample wording that winning did not guarantee you a ride, just a spot in line. You go on that basis or you don't go. I fail to see where Disney did anything wrong. Breakdowns occur.

 

[Rapunsel]

The pass that they are given specifically says....(my kids went last night)

"Voucher is non transferrbale, and may not be sold. Winning time periods will be strictly enforced. The event may include long wait periods,is subject to temporary closures and may be cancelled at any time."


So be thankful that you even got the chance to be able to go. I know many people that did not. We had friends that had 2 extra tickets and asked me to go. I had a test at school so my kids went instead..

I am actually looking forward to going and standing in line with my DBF to be able to ride the ride. As the kids got their chance..

It was 'free' to begin with". If they had to give something out to everyone the prices would go up even higher.

 

[SnackyStacky]

Truth be told I would have been satisfied with some "cheap shiny object" doesn't take much but instead I get a "we're doing you a favor by making this offer" and "you should have read the fine print on a lottery you won".

I agree with everyone that said that there's really not much Disney could have done.

BUT - at the same time, I agree with you that they could have worded it much different.

Hope you had a great day otherwise!

 

[scooter15]

I completely agree that some sort of fastpass should have been issued, they should have planned for break downs in advance instead of just covering themselves beforehand.

What is up everyone? C'mon, Disney is under NO...yes you heard me..NO obligation to even offer AP previews. Those who got an email, consider yourselves lucky that you even got one and to my knowledge, it should have stated that they don't guarantee that the ride would be running. Heck...the tickets for the CM previews have that. So the ride broke down, what in the world would you have done if you got stuck on the ride in the middle of it? Complain even more and expect a free handout of something more than just a sticker?

Disney employees from regular ROs to Attractions Mgmt to maintenance and even to PR are under a LOT and I mean A LOT of pressure to get this thing open. Most of them probably haven't had much sleep. Give them a break because they are under a lot of stress with just the attraction and the opening this weekend.

 

[macs4us]

I hate it when any company issues the CYA legal line rather than being truly apologetic - it negates the sentiment of the apology. I think that is what the OP is getting at - the "we are sorry, BUT blah, blah" negates the apology. Disney considers themselves to be the leaders in world class customer service (hence, the Disney Institute), using the word or sentiment "BUT" in an apology is not world class.

 

[DangerMouse]

I hate it when any company issues the CYA legal line rather than being truly apologetic - it negates the sentiment of the apology. I think that is what the OP is getting at - the "we are sorry, BUT blah, blah" negates the apology. Disney considers themselves to be the leaders in world class customer service (hence, the Disney Institute), using the word or sentiment "BUT" in an apology is not world class.

I don't believe the word "but" negates the apology. It does negate any wrong-doing on DL's part. They have no fault in this and do not need to offer anything above and beyond the initial offer of the special AP pass they gave to begin with. If they were snippy and short with the guest, then yes, that is wrong. But I can almost guarantee that most of the short and snippy attitudes were from guests who believed they deserved something exra because they didn't get to ride (not specifically referring to the OP, here).

 

[Cannot_Wait_4Disney]

I hate it when any company issues the CYA legal line rather than being truly apologetic - it negates the sentiment of the apology. I think that is what the OP is getting at - the "we are sorry, BUT blah, blah" negates the apology. Disney considers themselves to be the leaders in world class customer service (hence, the Disney Institute), using the word or sentiment "BUT" in an apology is not world class.

Disney doesn't have anything to apologize for in the first place. Nor does but negate it. All but negates is the notion that anyone is entitled to anything. These are soft openings and previews. Breakdowns and shake downs come with the territory . First class service does not demand Disney do anything.

But the rest of it comes down to two words for me:
entitlement or gratitude. Pick one.

Bingo.

 

[macs4us]

So, if you have someone over to your house, and things don't go like you planned (rain, power outage, etc), you don't apologize to your guests? I was brought up with better manners than that. That is how I see customer service. Being involved with the customer service industry for over 20 years (yikes), I've learned that it is just good business sense (as well as good manners) to apologize when things don't go well, regardless if the circumstances are beyond one's control. They could have just apologized and not added the CYA stuff - that's what irks me. I guess we just disagree about what constitutes good customer service.

And yes, the word "but" negates anything in front of it in this circumstance... CS 101 - avoid the "but" word!!!

That said, I think the OP should let DLR know she thought it was handled in a poor manner, with suggestions as to possibly handle such situations in the future. Such a letter would be welcomed and appreciated by my business.

 

[WebmasterMaryJo]

I hope no one takes this venting of disappointment as an opportunity to flame the OP. Everyone goes with different expectations on what to expect.

Please, let's continue to be supportive (yes, you can be supportive and realistic at the same time), even if there are dissenting opinions.

Just some food for thought since we are a more close-knit community here in this little Disneyland corner of the DIS.