Disney customer service is a joke

[NYDisneyKid]

Bring back the good ole days

 

[dawgsgirl]

I just dread calling Disney. Lots of times there is a wait. Then you may or may not get someone who know what they are doing. Then their computer system is so slow and clunky. Then they ask so many questions. It is definitely not a "magical" experience!

 

[Newsies]

Personally, I like having a live person make conversation with me when I call and modify/make reservations. So long as it's happening while things are being processed, it's great. But I can see why it would annoy you if you were on a landline and needed to get off the phone as quickly as possible.

 

[cakebaker]

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

I actually didn't think there was really anyone who didn't have a cell anymore. At any rate, just surprised by the number of times I read posts complaining of having to call long distance. With the prevalence of cell phones, I would've thought it wasn't much of an issue any more.

 

[Zhaan]

Every time I call both the automated system and the customer service rep always ask how many times I've stayed Disney World. I honestly have no idea it's been so many times, but with all their technology you would think Disney would know the answer to this without having to ask it. I actually think their customer service is good for the most part but I do find this question annoying.

 

[PatMcDuck]

I have to say, MY pet peeve is "please enter your reservation #" and I scramble to enter it fast enough.

When I finally get thru to a live CM, their first question is "what is your reservation #?"

 

[NYDisneyKid]

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

I have a cell phone and it not prepaid or under any contract. It isnt how ever a "smart" phone. Its a dumb flip phone which I refuse to upgrade. I always am asked when I go in to pay my bill and my response is always "I like my dumb phone and if they ever stop making flip phones then I am done with phones".

 

[Dan Murphy]

Remember, repetitive zero's work great, and quickly.

 

[lugnut33]

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.

Their whole computer system is so unstable as it is, adding that ability would likely cause it to crash forever.

 

[pigletto]

I actually didn't think there was really anyone who didn't have a cell anymore. At any rate, just surprised by the number of times I read posts complaining of having to call long distance. With the prevalence of cell phones, I would've thought it wasn't much of an issue any more.

I have a cell. I am also in Canada. I would have to pay to upgrade my package and the only place I am calling in the States is Disney so I'm not interested in paying more all year just to call them. It's expensive to call but more expensive to upgrade my plan. Disney has a huge international customer base, and I can't even imagine the rates for the people calling from the UK.

 

[ottawamom]

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.

Good to know. I too hate that it takes a tonne of questions to get through to a live person. All I want to do is add a room request to my reservation. I will give this a try.

 

[pmaurer74]

I have to say, MY pet peeve is "please enter your reservation #" and I scramble to enter it fast enough.

When I finally get thru to a live CM, their first question is "what is your reservation #?"

I agree... this is very annoying. Maybe they do it so you have the number handy when they get on the line.

 

[FLPrincessMom]

I completely agree with the annoyance!! I try to be a good little soldier - answer all the stupid questions and then when I finally get a real person...They ask the same information AGAIN!!!! AGGGHHHH


As a side note - I also only have a pay-as-on go phone but my home phone is unlimited long distance. Not that I'm sure that it matters for all the questions?

 

[MaryLovesPoohBear]

It seems to me that any major company, that I call, has some sort of menu that I have to get through before I am allowed to speak to a customer service person.

If I call a credit card company, I have to enter my account number, then the first thing the rep asks? "Could I have your account number?"

It doesn't bother me that Disney does something similar.

 

[luvthemouse71]

I have great experiences with Disney phone CMs.

 

[minnie mum]

I think I can understand where the OP is coming from. While I don't think Disney's customer service is a joke (all the time), I agree that their reservation system can be very frustrating and annoying. Since I don't trust MDE further than I can throw my tablet, I prefer to talk to a real person, and have an email trail. But first you have to endure the unnecessarily long automated system providing information that will only be requested again by the phone agent.. (Thanks for the tip about the 0s Dan).. Then you have to hope that you have a knowledgeable CM...Then you have to hope that the CM's computer is working properly.

I'm not interested in pixie dust and a magical encounter. I'm not interested in giving Disney another opportunity for data mining .All I want is to get in, make my reservation or have my question answered efficiently and correctly, and get out. I have better things to do than waste my time unnecessarily on the phone. And since I have unlimited long distance (in Canada & US) on my landline, the cost of the call is not a factor for me.

 

[tbia]

Hope I'm not out of line here, but if you are frustrated with the automated stuff, you really should check gethuman.com to find a way thru the maze without really sitting thru it.

 

[tarheelblues]

Since I don't trust MDE further than I can throw my tablet,

You must have a tablet the size of a car. I could throw my tablet pretty far, certainly farther than MDE is trustworthy

 

[Ronda93]

What's intriguing about Disney's ham handed data gathering during the phone calls is how subtle it COULD be.

When I call my CC they know who I am and sadly usually direct me to the fraud people from the get go. They confirm my identity, but are able to front run my interaction with their representative so that my information comes up on the screen when my call arrives. We use a similar technique/technology in our call center.

For all the repeat calls that DISers make we should be remarking how disconcerting it is that they know me already, not that I have to start from scratch every time.

I know their IT hands are full plugging the leaky FP boat, but from Disney I'd expect a slicker operation.

Until then, press '0'

 

[Mike and Natalie]

If you are that frustrated with the automated system, you should consider using a travel agent.