Disney/DVC Customer Service

[Disneypirate85]

We spent 8 days in Disney 6/27-7/5 and I noticed how unhappy so many CM's were. I know bout the recession and cutbacks but this was out in the open right in amongst the guests 2,3,4, CM's bashing there jobs, management, hours. Being in management I understand employees MUST vent but WOW were we surprised at the amount of complaining this year openly.
We were Toneys for dinner and our waiter actually said "everything on the menu sucks except this and this" to my 12 year old. He was a very good waiter with that exception tho and we did appreciate his input but really?
But maybe it was just the heat.....still own and will be back in Dec for Christmas....Shawn

 

[ftballfan7]

I also voted exceptional. I haven't been in almost a year though, hopefully recent cost saving measures won't affect my opinion significantly. We are going in a few weeks so I guess I will find out. In the past anytime we experienced a problem it was quickly addressed if we brought it to the attention of a cm. We have never experienced a significant problem pertaining to customer service. Admittedly I wasn't happy about the 2010 point reallocation, but would have made the same purchase afterward as I did before.

For us the magic is alive and well, and I am not typically a mushy "magical" type of guy. 99.9% of the things I have seen at the world that bother me are other vacationers acting innapropriately. But even most of those are minor and I choose not to let them spoil our good time. I believe some people are easily offended and possibly even look for things to complain about. I have a friend who was so upset with the customer service on their last Disney vacation that they left early. He described the handful of offending occurences to me, and I just didn't see the big deal. A few minor occurences of someone not jumping right out to wait on them, which may easily have been justified if the other perspective was known.

 

[ftballfan7]

We spent 8 days in Disney 6/27-7/5 and I noticed how unhappy so many CM's were. I know bout the recession and cutbacks but this was out in the open right in amongst the guests 2,3,4, CM's bashing there jobs, management, hours. Being in management I understand employees MUST vent but WOW were we surprised at the amount of complaining this year openly.
We were Toneys for dinner and our waiter actually said "everything on the menu sucks except this and this" to my 12 year old. He was a very good waiter with that exception tho and we did appreciate his input but really?
But maybe it was just the heat.....still own and will be back in Dec for Christmas....Shawn

Now these issues would bother me. Not enough to ruin my vacation, but they would bother me. I was at the grocery store recently checking out and the cashier was complaining to me about how her shift was supposed to end five minutes ago. She didn't simply mention it, but ranted on and on the entire time I was being checked out. It is not like I jumped in to her line as she was about to close. I was in line and people were in line behind me. She was stuck until her relief could take over. I understand her being miffed, but it is completely inapropriate to complain to me about having to check me out.

The other point in your post that would bother me is the waiter using the word suck in front of a child. I know this term is used alot these days, but really people try to think about what you are saying. That term is derived from a specific act inappropriate to be referencing in front of a twelve year old. I have been a firefighter for 20 years, and have heard and said every curse imaginable. But please people, know your audience. What is okay to say around your buddies is not nessecarily okay to say in front of your buddys' wife or children. I am often amazed by the language some people think is approriate around my wife or children.

 

[jlewisinsyr]

I understand her being miffed, but it is completely inapropriate to complain to me about having to check me out.

EXACTLY! I am paying for a service, your issues, problems, etc are not my problem. When I am paying a premium for the same general service, I should expect even more "on point" service.

This is where I think Disney fails, they charge a premium and often provides a premium product, but it also has many shortcomings as well, the net is average IMO.

 

[rowbear]

I've stayed at the Poly and GF, and no, they didn't A) knock my socks off and B) weren't any better (actually the GF was worst IMO) then the DVC resorts.

Did you book a standard room or a concierge room?

 

[WelcomeHome]

Dear Mike,

I sincerely appreciate and applaud your positive attitude toward DVC, but do you think this is a fair survey with an introduction like this:

Disney has a long tradition of legendary service, from the smiling cast members to the whimsical and magical experiences available at its parks and resorts.

Disney's record of customer loyalty, satisfaction, and repeat business has made them the number one tourist destination in the world.

The Disney Vacation Club (DVC) consistently scores the best rating in the timeshare category in the Market Metrix Hospitality Index. DVC has the highest hospitality ratings of any other timeshare.

91 percent of DVC members described their overall membership satisfaction as "excellent" or "very good".

This exceptional customer service, whether it's a cast member going above and beyond or a simple "Welcome Home" greeting, is one reason that many people buy into DVC.

Aren't you stacking the deck quite a bit???

Best wishes,
Dave

 

[RLRDA]

We normally visit other parks for a day or two ( Bush Gardens has some great coasters) when in Olando/Florida and when we do it, it always amazes me that CM's attitudes can be so.... poor compared to WDW's when they are so close by. When off site I can hardly wait to get back.

I agree with this. I voted "exceptional" because while nothing is perfect, Disney/DVC's customer service is well above average IMO.

 

[StreamMaster]

The thread started out a bit general in the first place. Two threads would have been better. Separate the "Park" experience from the "Resort" experience. They seem to be "Worlds" apart. ( parden the pun ).

 

[rowbear]

REALLY!! What don't I get? If I get a dirty room at check in, what am I not getting? I don't worry anymore when I stay at a 4 seasons than when I stay at the BCV's. I expect the same thing (if not more at disney). I expect a clean, functional room. I expect knowledgable, courteous staff at the front desk, I expect any problems to be handled in a timely matter (2 hours to correct room keys is not timely) exactly what is rocket science about that.

I really take offense to the assumption that if I have poor customer service it is some how my fault. Disney themselves uses the words "magical", luxurious and to describe their product. I understand those words perfectly.

And just because there are lousy cabins and motels out there does not mean I have to accept mediocre service. Sorry, there are starving people in the world that does not mean I have to accept crappy food from a restaurant.

For this being a disney board people sure do act inordinantly defensive. I OBVIOUSLY am not accusing you of being responsible for a dirty room or a problem with a room key. Anything is possible and perhaps if you go often enough and get unlucky you can have that kind of experience at disney but it is a total fluke.

The reason why disney is exceptional is because that kind of thing is so rare. The poll did not ask if they had perfect customer service only that they have exceptional customer service. Nothing is perfect and I don't think any of us would be willing to pay the kind of amount it would take to obtain perfection.

I fully expect that a time will come that I may walk in on a dirty room. When that time comes I will still be thankful for all the trips where it didn't happen. I will chalk it up to a huge fluke and I may even take pictures to document such an unprecedented happening.

 

[StreamMaster]

Did you book a standard room or a concierge room?

What difference would it make?

 

[eliza61]

For this being a disney board people sure do act inordinantly defensive. I OBVIOUSLY am not accusing you of being responsible for a dirty room or a problem with a room key. Anything is possible and perhaps if you go often enough and get unlucky you can have that kind of experience at disney but it is a total fluke.

The reason why disney is exceptional is because that kind of thing is so rare. The poll did not ask if they had perfect customer service only that they have exceptional customer service. Nothing is perfect and I don't think any of us would be willing to pay the kind of amount it would take to obtain perfection.

.

The problem is, that those experiences are NOT flukes any more, hence the reason we are seeing an uptick in post complaining and the results of this poll itself shows it's not a fluke (25% average customer service is definitely not a fluke) It was not a fluke for me, it was the 3rd consecutive time.

My definition of exceptional is " way above" the normal, better than average and superior and I think I have already paid that kind of price. Disney themselves uses words like "Exceptional", "Luxurious", "Flagstaff" and "world class" to describe their product. Don't believe me, go check out www.disneyworld.com I simply demand what they themselves promise. Don't want to deliver, don't make the promise.

 

[rowbear]

What difference would it make?

Quite a bit actually.

 

[rowbear]

The problem is, that those experiences are NOT flukes any more, hence the reason we are seeing an uptick in post complaining and the results of this poll itself shows it's not a fluke (25% average customer service is definitely not a fluke) It was not a fluke for me, it was the 3rd consecutive time. My definition of exceptional is " way above" the norm and I think I have paid that kind of price. Disney themselves uses words like "Exceptional", "Luxurious", "Flagstaff" to describe their product. I simply demand what they themselves promise. Don't want to deliver, don't make the promise.

The poll doesn't measure expectations and sometimes expectations for some people can be so high exceptional is unattainable. In my experience they are every bit of exceptional, luxurious and flagstaff.

I find it extremely hard to believe that you had 3 consecutive dirty rooms or that you would hang out at a disney board when it would appear you dislike them so much you will probably never return. I don't spend money on anything if I do not feel like I am getting value for it and I am guessing you wouldn't either.

 

[eliza61]

The poll doesn't measure expectations and sometimes expectations for some people can be so high exceptional is unattainable. In my experience they are every bit of exceptional, luxurious and flagstaff.

I find it extremely hard to believe that you had 3 consecutive dirty rooms or that you would hang out at a disney board when it would appear you dislike them so much you will probably never return. I don't spend money on anything if I do not feel like I am getting value for it and I am guessing you wouldn't either.

Sorry you find it hard to believe but that's life. I didn't say I'm never returning, I still own my dvc. We have mainly cut out the solo trips dh & I use to take once a year on cash, we've gotten dirty unusable rooms the last 3 stays within 18 months and that's enough for us to call it quits. we will be taking a 3 or 4 year break after August. Since we already eat 90% of our meals off site, rather than be disappointed with mediocre meals, we're not giving big wads of cash to the mouse as we use to. I'll keep my points for large family gatherings where the emphasis will be mainly on the family getting together as opposed to value or quality. For luxury and world class service we'll go elsewhere.

As for hanging out here. I like my friends on the WLV's threads and I do love the world so I'm happy for those who still are having really magical trips and enjoy hearing about them.

 

[jlewisinsyr]

Did you book a standard room or a concierge room?

Both, and I have a friend who works at the Poly and it still wasn't a "WOW" factor for me.

Waiting 20 - 30 minutes after you called from your room to have your car pulled around, finding burned out light bulbs in your room, requesting them to be changed and not having them changed even after 3 more calls, having a broken chair on your balcony, requesting a replacement only to have the broken chair left and a new chair added, non-chalant I'm doing only the ABSOLUTE minimum required to do my job, etc (and there are A LOT more) is not an AMAZING experience. Sure they are minor inconveniences/service failures, but again I am paying for a premium product, I expect and should receive premium service.

That said, the ambience at the GF and Poly is really well done in terms of theming, there is convenience being close to MK. If the GF or Poly were modeled after and priced as a moderate resort, I would probably cut the resort service some slack, but they are not (if they were a value product, I'd probably rate them above average).

I've stayed at some very nice resorts and hotels in my personal and business travels both less then, equal to and more expensive then what Disney charges for their resort and timeshare properties. I've found overall the service of an offsite premium product (even in Orlando) often exceeds that of Disney. Granted Disney does have something at these resorts/timeshare properties that other places don't and that is Disney World (or Land if your in CA). So they do get a plus there, which is why there is a never ending captive audience.

 

[rowbear]

For luxury and world class service we'll go elsewhere.

Good luck with that. I have been all over and Disney is the only consistently good experience. You will never outmatch the overall Disney experience regardless of having some recent problems. No one offers as much as they do. It is the only place where you can visit and spend 3 months worth of time over 8 years and still not experience everything they have to offer.

It would take a lot more than a few negatives to outweigh all the positives.

 

[rowbear]

Both, and I have a friend who works at the Poly and it still wasn't a "WOW" factor for me.

Waiting 20 - 30 minutes after you called from your room to have your car pulled around, finding burned out light bulbs in your room, requesting them to be changed and not having them changed even after 3 more calls, having a broken chair on your balcony, requesting a replacement only to have the broken chair left and a new chair added, non-chalant I'm doing only the ABSOLUTE minimum required to do my job, etc (and there are A LOT more) is not an AMAZING experience. Sure they are minor inconveniences/service failures, but again I am paying for a premium product, I expect and should receive premium service.

That said, the ambience at the GF and Poly is really well done in terms of theming, there is convenience being close to MK. If the GF or Poly were modeled after and priced as a moderate resort, I would probably cut the resort service some slack, but they are not (if they were a value product, I'd probably rate them above average).

I've stayed at some very nice resorts and hotels in my personal and business travels both less then, equal to and more expensive then what Disney charges for their resort and timeshare properties. I've found overall the service of an offsite premium product (even in Orlando) often exceeds that of Disney. Granted Disney does have something at these resorts/timeshare properties that other places don't and that is Disney World (or Land if your in CA). So they do get a plus there, which is why there is a never ending captive audience.

Well let's see. They called our home to confirm our arrival and time to make sure our room would be ready. We were escorted to a special place to check in where we were asked what could be done to cater our Disney experience. A very nice basket and flowers were left in our room to welcome us. No matter where we went when we used our key card we received special service like being driven anywhere we wanted to go for free. Free wine tastings. Access to the concierge lounge. Just to name a few things.

 

[Brian Noble]

The choices were too narrow for me, and taking that into account I voted Disney provides service about the same as everyone else does.

I feel it falls somewhere between your first response choice and your second.

I'm in this camp too, and I'm thinking specifically about my DVC stays and comparing them to other timeshare stays I've had. It's actually a bit better than average, but not at all "exceptional". Staff is a notch up. Quality of the room upkeep is average to maybe even a tad below average.

In a more broad comparison with first-class hotel properties, DVC (and Disney generally) is behind the curve. Ritz Carlton---as just a regular, bottom-rung guest---blows anything I've yet experienced at Disney away completely. The better "business hotels" compare favorably, but not significantly so.

It is also interesting to note that if you are asking on a board devoted to DVC ownership, you're getting a biased sample. The bias could work either way---owners are often more picky, but they are also invested in feeling good about their ownerships. I'm curious as to where else you've posted the poll.

If any of you own a current copy of the Unofficial Guide, or subscribe to touringplans.com, you'll be able to read their hotel/resort survey. The results there are quite different than the results of the poll here. In particular, the average overall satisfaction metrics for all WDW hotels is remarkably similar to that for all offsite hotels.

And no, that's not just because all the "cheap" resorts bring down the scores, because people tend to calibrate their expectations to what they are paying. In particular, SSR as the worst resort on one of the two metrics. BWV is the second-worst resort on the other. OKW is near the bottom (3rd and 5th worst) of both of the overall satisfaction metrics in the UG survey, with precipitous falls from the prior year.

Edited to add: here's the link for those of you who subscribe.
http://www.touringplans.com/tp2/UG2_index.php?PageID=113

 

[StreamMaster]

The poll doesn't measure expectations and sometimes expectations for some people can be so high exceptional is unattainable. In my experience they are every bit of exceptional, luxurious and flagstaff.

I find it extremely hard to believe that you had 3 consecutive dirty rooms or that you would hang out at a disney board when it would appear you dislike them so much you will probably never return. I don't spend money on anything if I do not feel like I am getting value for it and I am guessing you wouldn't either.

A. I have yet to hear ANYONE say they would never go back.

B. We had 3 years of two trips a year and every time we got dirty rooms ( BWV )

You can believe what you wish, but I'm here and reading. I don't understand your fixation of " If your not happy with Disney you shouldn't be on DISboards ???

Did we sell off our DVC, Yes we did. Does that mean we have NO interest in Disney at all anymore and therefore won't read DISboards, No that would just be silly and I would never know when things start to turn around.

 

[jlewisinsyr]

Well let's see. They called our home to confirm our arrival and time to make sure our room would be ready. We were escorted to a special place to check in where we were asked what could be done to cater our Disney experience. A very nice basket and flowers were left in our room to welcome us. No matter where we went when we used our key card we received special service like being driven anywhere we wanted to go for free. Free wine tastings. Access to the concierge lounge. Just to name a few things.

I'm glad you feel the way you do, but that again, for us, even adding these things don't make it a WOW factor. You get to the point when if you get the big things right, the small things are what make the difference between exception and average.

Average is not a bad thing, being exceptional can be very expensive to maintain (and we've seen Disney doing its best to reign in costs, which will continue to move the bar towards average), but touting "above average" as Disney does makes it look silly in my eyes when it misses the mark on the details. The old saying holds true, the Devil is in the Details.

Let me give you a WOW experience, not related to Disney or any of Disney's services. We buy food items from Dean and Deluca on a fairly regular basis. Dean and Deluca are based in NYC (they have a few other locations) and I live in Syracuse, so it requires shipping of our products, often overnight or 2-day because of them being perishable.

I recently placed a fairly small order (less then $100.00) and requested overnight shipping. The next day I was expecting to receive the package, however when I got home from my office, I found that UPS didn't leave the package at the door as they usually do and instead left a yellow tag. I called UPS but by the time I was home and called, the local office was closed and I was unable to change the package delivery until the next day.

Around 8:00 that evening my Blackberry starts buzzing and it was an e-mail from Dean and Deluca telling me they received notification that my package was not delivered and wanted to make sure I was aware of the attempt and that I was able to secure the package from UPS after they attempted to deliver it. Now, initially, I'm thinking no, I didn't get it and its a nice attempt at service but really they're just responding to the UPS notification, automatically via a standard message.

Shortly after the e-mail though our home phone rings and its a live customer service representative calling about the same notification. She expressed concern that the package was not delivered to me, and took ownership of the fact that UPS didn't leave the package (as that is their request of UPS for perishable goods, assuming it is a safe location and you are a repeat customer). She advised she was going to contact UPS on my behalf and request it to be delivered next day or put in a change order if I wanted. Considering UPS cannot guarantee a delivery time, I choose the change order, she then advised she would contact me back the next evening to ensure I was able to pickup the package.

The next day came, I drove to UPS, picked up the package and got home. That evening I received a call from the same service representative and she confirmed my pick-up and offered to send replacements free of charge for any item that was damaged in the shipping delay (ie. went bad). I told her everything was still chilled (4 freezer bags, plus 2 dry ice bags did the job) and it was not necessary.

This whole scenario proved to me that Dean and Deluca was A) a premium service, B) offered above standard customer service and I although I already knew it, offered some of the best food products.

Dean and Deluca probably spent a significant amount of money paying for the customer service calls, follow-up with UPS, etc. but their desire to service their customer was priority one, even on a small order.