Disney customer service lacking! Please help...

[Wanna go to Disney?]

I've been trying to solve a problem with Disney since our vacation in November, and have been given the run around. Yesterday I was on the phone for two hours and have a long list of people and differnt extentions I was transfered to and no one could help.

"I can understand your frustration"

"I'm sorry you can't get this resolved but this is the wrong place to call"

"Have a magical Day"

These are the things I keep hearing. Mind you, the number I called were the numbers given to me at Disney or from each person transfering me...

This is the problem:

I was the only one in our group who did not have a park hopper pass. We were in AK and I had a one day ticket. When leaving that night we asked how to get back to the Swan. We followed directions and were told that we went on the wrong monorail and that we had to go to Epcot and take the boat back. Well since I didn't have a ticket to enter the park just to get to the boat, we were directed to customer service where I was told I had to purchase a one day ticket, (75.??) and go directly to the other side of the park to customer service there, and I would get a refund, at which time I could get on the boat.

I did all of this and was issued a reciept. Of course I can't find it. But when I got home I checked my bank and there was no refund. When I called the number given I was transfered a few times and was told it takes a full billing cycle. Fine. I called two weeks ago and again after being transfered a bunch of times finally got someone who found the transactions I had claimed. She said that Disney did in fact give a refund to my bank. I asked if there was a referance number or something that I could show my bank and she said, No.

I went to the bank. Mind you, I know the people there personally and was told that there was absolutely no refund given.

So we get to yesterday, and the utter frustration! I can't even get to anyone about the matter, and everyone is so very pleasant but no one has any idea of what to do?

Do any of you have a number that I could call. I'm told it's an Epcot problem but that the ticketing agents have no way of looking up past transactions, but I know that's not true because they looked up my tickets in the past.

Help!!!!!

 

[Robo]

I've been trying to solve a problem with Disney since our vacation in November, and have been given the run around. Yesterday I was on the phone for two hours and have a long list of people and differnt extentions I was transfered to and no one could help.

"I can understand your frustration"

"I'm sorry you can't get this resolved but this is the wrong place to call"

"Have a magical Day"

These are the things I keep hearing. Mind you, the number I called were the numbers given to me at Disney or from each person transfering me...

This is the problem:

I was the only one in our group who did not have a park hopper pass. We were in AK and I had a one day ticket. When leaving that night we asked how to get back to the Swan. We followed directions and were told that we went on the wrong monorail and that we had to go to Epcot and take the boat back. Well since I didn't have a ticket to enter the park just to get to the boat, we were directed to customer service where I was told I had to purchase a one day ticket, (75.??) and go directly to the other side of the park to customer service there, and I would get a refund, at which time I could get on the boat.

I did all of this and was issued a reciept. Of course I can't find it. But when I got home I checked my bank and there was no refund. When I called the number given I was transfered a few times and was told it takes a full billing cycle. Fine. I called two weeks ago and again after being transfered a bunch of times finally got someone who found the transactions I had claimed. She said that Disney did in fact give a refund to my bank. I asked if there was a referance number or something that I could show my bank and she said, No.

I went to the bank. Mind you, I know the people there personally and was told that there was absolutely no refund given.

So we get to yesterday, and the utter frustration! I can't even get to anyone about the matter, and everyone is so very pleasant but no one has any idea of what to do?

Do any of you have a number that I could call. I'm told it's an Epcot problem but that the ticketing agents have no way of looking up past transactions, but I know that's not true because they looked up my tickets in the past.

Help!!!!!

A- You were given BAD transportation advice... just TERRIBLE advice.

B-You lost an important receipt.

Very sorry for this, but this forum won't net you any direct tangible results.



The following info is the best I can do from where I sit.

wdw.guest.communications@disneyworld.com


Walt Disney World Guest Communications
PO Box 10040
Lake Buena Vista, FL 32830-0040



Again, so sorry for your mix-up.

 

[Wanna go to Disney?]

Unfortunately I'm fully aware of both A and B in your reply. We were actually given wrong advice twice before we finally got to Epcot.

And yes Hubby wanted to put the receipt in his wallet so it wouldn't get lost, and guess who left it the hotel room?

Anyway, thanks for you address. I'm just baffeled at being given the information once and yet not being able to get back to whoever it was that helped me. I had one women yesterday who had me on hold for about 10 min, and kept asking questions only to drop my call, and I had to start all over again with a new CM who was so very sorry but couldn't help me.

I'm pulling my hair out! Why can't I just give my CC number and have someone tell me how to prove to my bank that Disney did what they said they did?

 

[Matt'sMom]

Sorry... double posted somehow.

 

[Matt'sMom]

We were in AK and I had a one day ticket. When leaving that night we asked how to get back to the Swan. We followed directions and were told that we went on the wrong monorail

Am I the only one wondering how you managed to hop on a monorail, if you were at Animal Kingdom?

The only Disney transportation to and from there is by bus. I would assume that you arrived there by bus, and could/should have taken a bus back to the Boardwalk Resort area in order to return to the Swan. Maybe I am missing something... but how did you end up on a monorail?

PS: Sorry that I can't offer help with your issue regarding seeking a ticket refund. Being charged for a park admission you didn't actually utilize would be frustrating.

 

[labattblue]

Am I the only one wondering how you managed to hop on a monorail, if you were at Animal Kingdom?

The only Disney transportation to and from there is by bus. I would assume that you arrived there by bus, and could/should have taken a bus back to the Boardwalk Resort area in order to return to the Swan. Maybe I am missing something... but how did you end up on a monorail?

Enquiring minds want to know!

 

[dis-happy]

Did you pay by credit card? Open up a charge dispute on that $75. It's probably the easiest way to get it resolved.

Which monorail did you take from AK???? I'm sure it's not like it sounds, but did get a small chuckle. Sorry.

 

[sorcerormickey]

1. How did you end up on the Monorail?

2. Why didn't you take the bus that goes directly from AK to the Swan?

Something doesn't add up.

 

[glitterkittyy]

Maybe she meant MK instead of AK? It's only one letter off.

 

[WDSearcher]

If you've been keeping track of who you talked to each time, it shouldn't be difficult for whoever answers to transfer you directly to the person you spoke with last time. If you haven't noted the names of the people you talked to then yes, it is horribly frustrating.

I don't know how you're dealing with each person you talk to, but you might want to get the whole situation down to one question. Something like, "Hello -- I was supposed to have a credit applied to my bank account from a ticket transaction on such-and-such a date. It hasn't appeared yet. Could you check on that, please?" That way, instead of having to go through the whole story, you're just asking for that one thing to happen. That might make it easier. (Disney operators are trained to listen for key words and phrases to route things to the right people, and if the situation is confusing -- as yours is -- that could cause a lot of misrouting.) If you HAVE been going the "short and sweet" route and are still having trouble, then I think maybe the bank could get involved. If you know them well there and there's someone who could call on the bank's behalf -- to settle this credit card issue -- maybe that would be easier?

Good luck!

 

[Wanna go to Disney?]

Yes you are right...When we walked out the turnstiles from AK I asked a CM how to get back to the SWan...she told us to take a bus to,_______ I forgot where, and to then get on the monorail. I don't remember really now where we were told to go, but we had two monorail rides that didn't get us anywhere close to where we needed to be.

My daughter got frustrated at all the wrong advice and took over getting us back only to arrive at Epcot, and me not being able to get into the park. I didn't realize we actually had to got through the park to get to the Swan.

We heel toed it all the way through the fire works and made it accross in 20 min. They guy retrieved the ticket had me sign more paperwork and gave me the reciept. It was a big mess, and now it's even bigger.

Sigh!

 

[Wanna go to Disney?]

If you've been keeping track of who you talked to each time, it shouldn't be difficult for whoever answers to transfer you directly to the person you spoke with last time. If you haven't noted the names of the people you talked to then yes, it is horribly frustrating.

I don't know how you're dealing with each person you talk to, but you might want to get the whole situation down to one question. Something like, "Hello -- I was supposed to have a credit applied to my bank account from a ticket transaction on such-and-such a date. It hasn't appeared yet. Could you check on that, please?" That way, instead of having to go through the whole story, you're just asking for that one thing to happen. That might make it easier. (Disney operators are trained to listen for key words and phrases to route things to the right people, and if the situation is confusing -- as yours is -- that could cause a lot of misrouting.) If you HAVE been going the "short and sweet" route and are still having trouble, then I think maybe the bank could get involved. If you know them well there and there's someone who could call on the bank's behalf -- to settle this credit card issue -- maybe that would be easier?

Good luck!

I've done just as you suggested and still no results. There seems to be no rhyme or reason to this. And yes, I have a very long list of names and numbers, and when I'm to be transfered I even ask for the number that I'm being transfered to, and the name of the person that I'm speaking with. It has not helped.

I'm at the point now where I'm just going to put it all down in writing and mail it off. It's just so frusterating when I'm told it will be applied and it's not. Not to mention the number that I was given, (in the event this was to happen) was the wrong one. I'm going to add all of the names and numbers that I spoke with in my letter.

I said to one woman, "If you can't help me, can you suggest to me someone that can." She said, I'm only an operator. I went on to say that I was sure I wasn't the only person that this may have happened and I requested a manager. She simply said that there was no one that she could refer me to. I said to her, "With all due respect, if you were told that while you were inquiring of this yourself, would that answer make any sense to you.? She just said, "Have a magical Day." LOL

Getting quite good at keeping this short and sweet, when getting to customer relations, I said, "Yes, hello this is ______ I've been transfered many times and was told that you could help me with a refund regarding, (she interupted) "Please hold".....

I waited (long distance mind you) about 5 min. I hung up and called back. I said yes I was put on hold before the agent even heard my question, this is ____ and, (she interupted again) "That was me I put you on hold." I said, "May I ask why, you didn't even know what my question was?" She said she had to keep answering phones, and that was the policy. What do you need she asked? She said she couldn't help and was going to transfer me. I asked for the number, she gave it, and transfered me. It was a fax line! LOL

 

[Matt'sMom]

Wow. Really bad misinformation from the DAK CM. They should have known there was no monorail access to the Boardwalk area, and just to send you there directly by bus.

It does sound as if you've gotten as far as you are likely to get with WDW CS. At this point, I'd recommend taking it up directly with your CC company. Call them to see if there is a credit pending--it is possible it simply hasn't shown up on your statements yet. Sometimes those things take quite a while to post. If no credit has been issued, then file a dispute with the CC.

 

[Wanna go to Disney?]

Am I the only one wondering how you managed to hop on a monorail, if you were at Animal Kingdom?

The only Disney transportation to and from there is by bus. I would assume that you arrived there by bus, and could/should have taken a bus back to the Boardwalk Resort area in order to return to the Swan. Maybe I am missing something... but how did you end up on a monorail?

PS: Sorry that I can't offer help with your issue regarding seeking a ticket refund. Being charged for a park admission you didn't actually utilize would be frustrating.

We had been in MK earlier in the day when I was give a complimentary AK ticket so we went there. I guess we just got turned around a bit, and truthfully I should have done my homework regarding getting around better. That being said, it is what it is and ultimately I was told to pay and I would be refunded. That's the problem at hand.

 

[CanadianGuy]

Short of disputing the charge with your bank, the advice that Robo gave earlier was about the best we can offer here.

Good luck!

Knox

 

[Wanna go to Disney?]

Thanks for your help!

 

[seashoreCM]

Write a letter using paper and send it via snail mail. These usually get better results than phone calls and email.

Receipts and other important papers should be put completely in wallets or handbags and not left on dresser tops or loose in pockets.

DIsney hints: http://members.aol.com/ajaynejr/disney.htm

 

[goofy4tink]

Let your credit card company know that there is a charge there that is in dispute. They should be able to help you out.
But, the thing that concerns me is how the heck did you get to Epcot? Did you not see all the bus signs that said 'Swan/Dolphin'? It really wouldn't matter which park you were at...AK or MK. They both have bus transportation directly to the S/D. It boggles the mind that things that seeminly knowledgable CM's tell guests...especially regarding transportation issues.