Disney customer service is a joke

[labattblue]

Trying to modify an existing reservation. First I get the automated menu system asking "How many times have you been to WDW?" IRRELEVANT!

Then I finally get to a live person after pressing 0 about a thousand times, and after explaining what I am trying to do(modify a hotel reservation), what is the next thing the person on the other end of the line asks....

When was the last time you visited WDW?

AAARRRGGHHHHH!!!!!!

 

[acourtwdw]

Trying to modify an existing reservation. First I get the automated menu system asking "How many times have you been to WDW?" IRRELEVANT!

Then I finally get to a live person after pressing 0 about a thousand times, and after explaining what I am trying to do(modify a hotel reservation), what is the next thing the person on the other end of the line asks....

When was the last time you visited WDW?

AAARRRGGHHHHH!!!!!!

Maybe the operator was making conversation while the system was changing to what she/he needed to be at for your issue.

 

[lustergirl]

I called the other day to add a day on the end of my trip. Hand no trouble getting through a CS Rep and was off the phone within 5 minutes

 

[Madame]

I don't know for sure where the OP's at, but judging by the 'labatt' reference I'm going to say Canada. & yes, when you are forced to call internationally you want to end that call as quickly as possible... It really is shameful that there is no 800 number given the limitations of their tech & on-line capabilities. DCL has one so why not WDW, especially considering the number of international visitors?

 

[alvernon90]

I don't know for sure where the OP's at, but judging by the 'labatt' reference I'm going to say Canada. & yes, when you are forced to call internationally you want to end that call as quickly as possible... It really is shameful that there is no 800 number given the limitations of their tech & on-line capabilities. DCL has one so why not WDW, especially considering the number of international visitors?

Why can't they set up Skype or some kind of VOIP line for international callers? There are lots of way Disney could make it free for customers without undue damage to the bottom line. Seems weird to me, given that visitors from Canada, UK, and Brazil make up a huge portion of WDW customers.

 

[labattblue]

I don't know for sure where the OP's at, but judging by the 'labatt' reference I'm going to say Canada.

That would be incorrect. Calling from USA.

 

[pmaurer74]

That really surprises me, we have had nothing but excellent customer services nearly every time we have felt with Disney.

 

[Madame]

That would be incorrect. Calling from USA.

Sorry - you know what tbey say about assume But I am glad you like our beer .

 

[kitkat4622]

I had to change my whole trip from flight, hotel, and party tickets. I was on the phone for awhile because of the extensive nature of the call but Disney CM's were nothing but awesome

 

[Oakenshield]

Maybe the operator was making conversation while the system was changing to what she/he needed to be at for your issue.

I second this. Their computers aren't lightning fast and can take a moment to enter into the screen they need. The CM was probably trying to make conversation while this was happening. No need to get all bent out of shape about it, and please (I'm someone who has worked at a call center) DO NOT take out your anger on a CM who answers the phone and hasn't had a chance to help you. I used to be a CSR for 1.5 years and it was the most miserable 1.5 years of my life. Everyone that calls immediately wants to scream at you and tell you how horrible you are....BEFORE you even get a chance to find out what their problem is. I LOVED the days someone nice and polite would call, and would always go above and beyond, giving extras and whatnot to those people because they made my day better.

 

[cakebaker]

Just curious, why don't you use your cell phone to call? I don't even have a land line anymore- I'm surprised so many people seem to call and pay long distance charges.

As for me, it's a rare event not to get great customer service on the phone. I don't find the questions about our previous visits to be annoying at all and certainly not worthy of declaring customer service a joke. Goodness, doesn't take much it seems to me. It's just a simple question.

 

[Ronda93]

The OP didn't mention long distance. Just bad service. But the experience was quickly discounted by the great experience of others.

For labatt, right now, Disney customer service has failed to deliver.

For others, it does.

All valid experiences.

 

[LilyWDW]

The OP didn't mention long distance. Just bad service. But the experience was quickly discounted by the great experience of others.

For labatt, right now, Disney customer service has failed to deliver.

For others, it does.

All valid experiences.

Except I am a bit confused as to what the CS issue was? Was it the automated system? Was it the fact that the CM was just making small talk?

I don't see anything "bad" about the situation. I assume that the OP got done what had to be done since it was not mentioned otherwise. But I am not sure where the "Disney customer service is a joke" part comes from?

 

[robinb]

I, for one, hate Disney's voice mail jail stuff. It's annoying to answer a boatload of irrelevant questions before you can actually talk to someone.

 

[Dan Murphy]

If I need to call, I just keep hitting 0 to every question, usually no more than 4 or 5 to get to a live person.

 

[KimBean]

Trying to modify an existing reservation. First I get the automated menu system asking "How many times have you been to WDW?" IRRELEVANT!

Then I finally get to a live person after pressing 0 about a thousand times, and after explaining what I am trying to do(modify a hotel reservation), what is the next thing the person on the other end of the line asks....

When was the last time you visited WDW?

AAARRRGGHHHHH!!!!!!

I think there is a reason. When I called to add a park day I was asked this. All my trips so far have been offsite so they don't have my history. When I told her 2012 she said, so you have not been there since FP+. Do you have any questions? Have you been able to reserve your FP+? It was actually my 60 day window day and I had just remembered that I intended to book 10 days of FP's but I only officially had a 9 day base ticket and that was why I was calling. Anyway, in my situation I thought it was very nice especially if I had been unaware.

 

[cattywampus]

They do way too much data collecting. Time is valuable and I want to conclude my call as quickly as possible. I have complained several times.

Why should I spend time giving my name address and email to request availability and rates? It is ridiculous and not industry standard. If I call the Four Seasons, they answer my questions without all that. I only provide my personal data if I decide to actually book.

 

[cakebaker]

The OP didn't mention long distance. Just bad service. But the experience was quickly discounted by the great experience of others.

For labatt, right now, Disney customer service has failed to deliver.

For others, it does.

All valid experiences.

Others mentioned long distance charges and I've read the complaint before so I'm curious about it.

The only complaint I saw was they got asked the same question twice- not exactly a huge failure of CS.

 

[Alesia]

Others mentioned long distance charges and I've read the complaint before so I'm curious about it.

Not everyone has a cell phone. And some of us who do have prepaid phones.

 

[Disnsyncey]

so maybe the title is actually "Disney's automated system and data collecting is ridiculous" haha