Dissapointed with MS.

[Tinker74]

I just called MS to make a couple of reservations for Vero beach restaurants...The CM was really dopey sounding she talked very slow and just didn't seem interested in my call...I asked if I could book the character breakfast for my stay in july...She came back to me and said the whole restaurant was booked up that morning....no times available at all.

I was surprised at this but said nothing..thanked her for looking and hung up.
I called straight back to the Disney dining line where a wonderful cheerful CM named Rocky helped me out. he said he couldn't make the ressie himself for vero but he went to ask someone else for the number for Vero so I could call them directly.
Anyway I called Vero where a wonderful lady looked up my ressie and offered me a whole choice of times for the character breakfast.

I feel for people who take some of the can't be bothered CM's at their word....It pays to call back..I did because it didn't add up that NOTHING was available...everything I've read tells me that that Character meal does not fill up...even on the day.

 

[Ed T]

Customer service is not a job it is an attitude.

 

[CarolMN]

If you haven't already, might I suggest you send an email to the Member Satisfaction Team relating your experience? It would be especially helpful if you remembered the name of the CM who may need additional training. (I prefer to believe it was not just laziness).

MS can't improve if we don't let them know when they fall short. By the same token, when it's appropriate, an email with a compliment is much appreciated

 

[ErinC]

I had a fairly nice CM on the phone this morning checking on my waitlist for me. The waitlist ends today, so I have to keep checking day by day myself. I have all my nights at BWV except the first night of our stay. We are currently booked at SSR. The thought occurred to me this morning that if we are going to have to move anyway, I might like to try out AKL for our first night, since we have never stayed there. I asked the CM to check BWV for me first and she came back with a very quick no. Then I asked her to check AKL, and I told her any studio in any building would be fine. She immediately answered with "no" nothing is available. I've called so many times and it usually takes the CM at least a minute to check availability. It just made me wonder if she was really checking or not with her quick answers.

 

[ILuvMulan]

If you haven't already, might I suggest you send an email to the Member Satisfaction Team relating your experience? It would be especially helpful if you remembered the name of the CM who may need additional training. (I prefer to believe it was not just laziness).

MS can't improve if we don't let them know when they fall short. By the same token, when it's appropriate, an email with a compliment is much appreciated

We are new members... is the e-mail address for Member Satisfaction Team in the planner? You are correct that and e-mail with a compliment should be sent when appropriate and I had an excellent experience yesterday when I called to make our Cirque De Soliel reservations. The CM received a message from the system that our dinner ressies would conflict with Cirque. I knew I had no dining reservations that day but just in case there was a mix up, she confirmed all of our dinner reservations after getting our tickets. She was wonderful

 

[Sammie]

I had a fairly nice CM on the phone this morning checking on my waitlist for me. The waitlist ends today, so I have to keep checking day by day myself. I have all my nights at BWV except the first night of our stay. We are currently booked at SSR. The thought occurred to me this morning that if we are going to have to move anyway, I might like to try out AKL for our first night, since we have never stayed there. I asked the CM to check BWV for me first and she came back with a very quick no. Then I asked her to check AKL, and I told her any studio in any building would be fine. She immediately answered with "no" nothing is available. I've called so many times and it usually takes the CM at least a minute to check availability. It just made me wonder if she was really checking or not with her quick answers.

Try again, I think sometimes they base their No on the fact they might have check earlier but cancellations happen all the time.

 

[mitros]

We have done this many times. We get someone who doesn't seem to know whats going on, or has a very heavy accent and you can't understand them, or hems and hawes a lot. We just hang up and call right back, and then we get the scarecrow after he visited Oz. {has a brain} and everything is fine. I can only recall one instance where I had to hang up twice. The first time, horrible accent, second time did NOT know the business. It happens.

 

[ErinC]

Try again, I think sometimes they base their No on the fact they might have check earlier but cancellations happen all the time.

Sammie, that was exactly what I thought. I'm not a new member, so I've called MS plenty of times. We were on and off the phone in record time. I'm going to call again in the morning and just check and see if something opens up.

 

[ErinC]

I meant to add that the CM even made the remark "pretty much the whole month of June is booked". It led me to believe even more that she wasn't even really looking.