Disney/DVC Customer Service

[DVC Grammy]

I chose "exceptional service", but that's possibly because, in all my years of going to WDW, I have been very lucky not to have problems that weren't fairly easily addressed. I occasionally read about the situations that some have experienced in which they felt they were treated poorly, but as I said, for me, the "magic" has remained.

 

[Monte Cristo]

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 actually think DVC is above average, but there was no choice for that and they certainly don't provide Exceptional service IMO.

 

[rowbear]

Anyone who doesn't rate them as exceptional really doesn't get it. If the best of a normal vacation is a 10 Disney is a 50 or at least they used to be.

However, that is its own problem. Disney sets the bar so if they want to save some money and set it at 45 instead of 50 they can get away with it. They are still unmatched in the vacation experience. I think most of us long-timers are concerned of how far down they are willing to go. One of the scariest thing I can imagine as far as vacations go is ever wanting to voluntarily sell my membership.

I have never had a major problem while actually on vacation at Disney (the hurricane doesn't count). I have had minor problems but probably only one out of every 3 or 4 trips. If you go anywhere often enough you are going to hit a few snags now and again.

The thing with Disney is you never have to worry about being disappointed. Everything about them (other than souvenirs) are consistently great. When you go somewhere else that is unfamiliar you have to worry about everything. I have certainly stayed in enough high dollar rooms/condos/cabins that were in terrible shape to know that Disney is something special.

 

[rowbear]

From a Disney overall, the resorts (DVC included) really do not provide a "Deluxe" experience when compared to offsite (local and beyond) resorts and timeshares, but I'm willing to sacrafice some of the experience for staying on property, continuing the magic, etc.

Yes they do. Book one of their really expensive rooms and they will treat you like royalty. We did this at the Polynesian and WOW! There is a whole other level of Disney service that will just knock your socks off.

 

[Sammie]

Have to agree with the others, my ratings would be very different for Disney and DVC. My concerns with DVC are not on the resort level. I am pleased at least 90% of the time once I arrive at my DVC destination and most of the time 100% pleased.

I am not however pleased with the DVC management of today. When the management begins to affect my actual experience at the resort level then I would sell.

Nothing improves if we do not bring forth issues that concern the membership. It would be ridiculous to put on rose colored glasses and just accept everything DVC offers.

 

[jlewisinsyr]

Yes they do. Book one of their really expensive rooms and they will treat you like royalty. We did this at the Polynesian and WOW! There is a whole other level of Disney service that will just knock your socks off.

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.

 

[Monte Cristo]

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.

Totally agree.

 

[LIFERBABE]

I did not vote because there is alot of room between mediocre and exceptional.

I dont think Disney provides either. They are more than mediocre (Ill save that word for the food) but less than exceptional.

Im not selling because Im still hoping for the best. A few changes in the right places and I think the quality slide would stop. Nothing earth shattering yet, but I definitely do not want my vacations to continue to lose value.

I think service on DCL is exceptional, especially considering they work 18 hours a day and still manage to smile and greet you and know your likes and dislikes and rarely display unmagical ways.

 

[eliza61]

Anyone who doesn't rate them as exceptional really doesn't get it. If the best of a normal vacation is a 10 Disney is a 50 or at least they used to be.

However, that is its own problem. Disney sets the bar so if they want to save some money and set it at 45 instead of 50 they can get away with it. They are still unmatched in the vacation experience. I think most of us long-timers are concerned of how far down they are willing to go. One of the scariest thing I can imagine as far as vacations go is ever wanting to voluntarily sell my membership.

I have never had a major problem while actually on vacation at Disney (the hurricane doesn't count). I have had minor problems but probably only one out of every 3 or 4 trips. If you go anywhere often enough you are going to hit a few snags now and again.

The thing with Disney is you never have to worry about being disappointed. Everything about them (other than souvenirs) are consistently great. When you go somewhere else that is unfamiliar you have to worry about everything. I have certainly stayed in enough high dollar rooms/condos/cabins that were in terrible shape to know that Disney is something special.

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.

 

[DVC Mike]

Are we rating Disney's customer service or DVC's?

Yes.

I intentionally left it vague. I wanted to see people's initial impressions and ratings.

I posted this same poll on two other discussion forums, and the numbers are surprisingly similar!

 

[DVC Mike]

Anyone who doesn't rate them as exceptional really doesn't get it.

REALLY!! What don't I get?

I really take offense to the assumption that if I have poor customer service it is some how my fault.

Easy people. Everyone should be able to express their opinion (and vote) without having to be "judged" because they voted differently.

 

[disneynutz]

Yes.

I intentionally left it vague. I wanted to see people's initial impressions and ratings.

I posted this same poll on two other discussion forums, and the numbers are surprisingly similar!

With all due respect, and Mike you know I like you. Trying to obtain valid quantitative data using vague initial impressions is not recommended if you really want to measure peoples perceptions of customer service.

 

[wulfekamp]

I see where Mike is coming from loud and clear.

 

[buzz5985]

REALLY!! Sorry, there are starving people in the world that does not mean I have to accept crappy food from a restaurant.[/QUOTE

I voted exceptional service, but I can surely see why some CM's would be a little grumpy after 8 hours.

Janis

 

[*KeepMovingForward*]

We've always felt that Disney in general provides above average service. If we ever had a problem they corrected it immediately and to our satisfaction. Thankfully that has been very rare.

 

[eliza61]

Easy people. Everyone should be able to express their opinion (and vote) without having to be "judged" because they voted differently.

My apologies Mike. 10 lashes with the Tinkers wand for me.

 

[wulfekamp]

very interesting so far. lets keep it going.

 

[dianeschlicht]

Mike, I didn't vote yet. I feel it falls somewhere between your first response choice and your second. I feel like the customer service is certainly better than most, but not exceptional anymore. You need a "very good" in there between the exceptional and the average. However, if given the ONLY choices above, I'd rate it exceptional based on the lack of customer service from other businesses.

 

[JasonDVC]

I'm very happy with Disney service and even happier that I joined DVC...and added on!

 

[mopee3]

Living on the West coast we take a direct 5-6 hour flight just to visit one of our homes away from home, and when I get on the that plane a smile comes over my whole body. It's the whole Disney thing that makes my body smile (I smile more, my body relaxes) it's the resorts, the parks, the food, and especially the CM's. 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.

Moe