Do You think DISNEY has gone down hlll the last few years?

[Tiger926]

It's funny you posted this because another "change in service" was just noticed by DW.

First off, I agree with your statement. You put a finger on it pretty well..

We just made reservations for next weeks trip and we wanted to go to BOMA but we always miss out because it is "holiday pricing". This trip, is no exception so once again, BOMA is a no go! We're just going to substitute Trails End which has a great price for the best fried chicken in the world and a "buffet respectable" roast beef (they call it prime rib but it looks more like a top round to me...). Still, it's a great value, one of the few remaining at Disney.

The problem however, is that the reservation was made via teleprompt. In other words, no human interaction!

I am hoping this is an exception....... because in all honesty, the phone CM's are the best anywhere! In my opinion, they are the front lines of Disney and are responsible for the "first impression" of The Disney Experience!

If Disney is going to cheapen out and resort to synthesized reservation clerks, they have MOST DEFINITELY GONE DOWNHILL!!!!!!!!

Even the most Pixie Dusted Dis'er cannot argue that!! The phone agents are the front lines!! They represent Disney! They are the key to every family sitting at home around the table, while mom shh'sss everybody so she can make her reservations for their trip!

I'm telling you folks, if this is the direction Iber wants to take, it is one of the MOST FOOLISH DECISIONS HE EVER MADE!!!!!!


Maybe some won't feel as passionate as I on this subject, but the phone CM's are critical (IMO) to the guest experience! If you eliminate this in the name of saving labor costs, it is foolish!

Again, I am hoping this was a fluke. If it wasn't, Disney is (IMO) in a world of hurt and has "jumped the shark" (as was stated previous).

For the first time since I read this thread, I am truly concerned.....

I am having trouble following your post...

Are you upset because you made an ADR online? Sorry, if I've missed something, but online ADRs have to be one of the best things that Disney has done in years, IMHO. Becoming technologically advanced, is going uphill, and definitely not downhill.

Tiger

 

[mom2rtk]

I am having trouble following your post...

Are you upset because you made an ADR online? Sorry, if I've missed something, but online ADRs have to be one of the best things that Disney has done in years, IMHO. Becoming technologically advanced, is going uphill, and definitely not downhill.

Tiger

No, I know exactly what they are talking about. Because I tried calling the dining line the other day and got all those voice activated prompts. They are trying to convert the phone reservations over to phone prompt purgatory. It's like calling the dang cable company.

And I'm not a fan either.

 

[Pirate Jeff]

I am having trouble following your post...

Are you upset because you made an ADR online? Sorry, if I've missed something, but online ADRs have to be one of the best things that Disney has done in years, IMHO. Becoming technologically advanced, is going uphill, and definitely not downhill.

Tiger

No.

Not sure if your being snarky but I'll answer the question as if you are having a serious discussion...

It was on the phone. Not "online". If someone chooses "online" I am well aware of the advantages of such.

But there are times when I want to talk to a human being, not a recording that doesn't understand my voice entries half the time. DW called 1800WDWDINE and got a recording which took our reservation.

If you feel that this is "uphill", I am most definitely missing something...

 

[GinnyEmma]

> snipping quote to address one specific bit < > snip <

I have to wonder, though ... hasn't Disney been using pretty much that same marketing campaign since ... well ... forever? The image has ALWAYS been some little kid walking up Main Street with Mickey Mouse. Or a little girl playing with Cinderella. I remember seeing that when I was little and it was just the Magic Kingdom, before Epcot was even built. No one thought it was "deceptive" -- it was just advertising. No one took it to be gospel.

But if that's been the marketing image for 40 years, why suddenly are Guests showing up demanding that for their kids? What changed -- the company policy or the guest expectation?

Lol, expectations. Look at how people expect things like towel animals. What was once a happy surprise is a now a disappointment when you read that someone else got them everyday and you got none.

 

[Pirate Jeff]

No, I know exactly what they are talking about. Because I tried calling the dining line the other day and got all those voice activated prompts. They are trying to convert the phone reservations over to phone prompt purgatory. It's like calling the dang cable company.

And I'm not a fan either.

Thank you for that!! I was starting to feel like I was missing something!

 

[mom2rtk]

Lol, expectations. Look at how people expect things like towel animals. What was once a happy surprise is a now a disappointment when you read that someone else got them everyday and you got none.

Part of this is the prevalence of the internet. Nobody used to have access to hearing about everyone else's magic!

I can see it now....... the new line of Disney commercials will have small print scrolling across the screen as the scene plays out...... sort of like an ambulance chasing attorney...... "these are actors, not actual guests.......scene is not meant to be an actual representation of your own experience........ your mileage may vary.............."

Thank you for that!! I was starting to feel like I was missing something!

I think I also read something recently about them wanting to take phone reservations away, but for the life of me I can't remember where.

Instead of hanging up the phone that day smiling because someone sitting in their mother's basement had just wished me a magical day............. I hung up the phone in frustration and disappointment. No better than the last time I called Comcast. And ask my kids. That's not a compliment.

 

[Squidgyness]

Lol, expectations. Look at how people expect things like towel animals. What was once a happy surprise is a now a disappointment when you read that someone else got them everyday and you got none.

That is part of the problem. Basically we were all spoiled rotten during the late 90's and 2000's until financial armageddon.

Now, our toys are being taken away, and naturally we dont like it. We have come to expect what was once a luxury.

In fact, this is pretty much what is wrong with society now. Look at powercuts. Everyone freaks out until power is restored. In the dim past, we did without power, but now everyone needs it like a drug.

Before WDW, I only ever went to crummy seaside resorts back in England. Now, I find myself complaining more and more that I am not getting enough of this, or good enough of that, where before I would have been happy with a dank hotel room in some forsaken fishing village, and I dont like what I have become, frankly.

YMMV.

 

[mom2rtk]

No.

Not sure if your being snarky but I'll answer the question as if you are having a serious discussion...

It was on the phone. Not "online". If someone chooses "online" I am well aware of the advantages of such.

But there are times when I want to talk to a human being, not a recording that doesn't understand my voice entries half the time. DW called 1800WDWDINE and got a recording which took our reservation.

If you feel that this is "uphill", I am most definitely missing something...

I honestly don't think most people know about this change. I think it's pretty new.

Leave it to Disney to push the envelope like this. I'm sure they have a much smaller workforce already because of the popularity of online ADR's. But apparently now they want to push that envelope even further..........

 

[Tiger926]

No.

Not sure if your being snarky but I'll answer the question as if you are having a serious discussion...

It was on the phone. Not "online". If someone chooses "online" I am well aware of the advantages of such.

But there are times when I want to talk to a human being, not a recording that doesn't understand my voice entries half the time. DW called 1800WDWDINE and got a recording which took our reservation.

If you feel that this is "uphill", I am most definitely missing something...

Why would I be snarky? We were supposed to be in Disney for the past 2 weeks, but had to cancel as hubby was in hospital, so I haven't called for any ADRs, and had no idea that they were changing it to voice prompts. Just had trouble following what you were saying...Haven't had experience with this new system, as I'm DVC, and we speak to humans to make our reservations.

Sorry, I had no idea what you were talking about. Thanks for explaining, Tiger

 

[Pirate Jeff]

Part of this is the prevalence of the internet. Nobody used to have access to hearing about everyone else's magic!

I can see it now....... the new line of Disney commercials will have small print scrolling across the screen as the scene plays out...... sort of like an ambulance chasing attorney...... "these are actors, not actual guests.......scene is not meant to be an actual representation of your own experience........ your mileage may vary.............."




I think I also read something recently about them wanting to take phone reservations away, but for the life of me I can't remember where.

Instead of hanging up the phone that day smiling because someone sitting in their mother's basement had just wished me a magical day............. I hung up the phone in frustration and disappointment. No better than the last time I called Comcast. And ask my kids. That's not a compliment.

You most definitely understand my point! This is what I "expect" from Comcast or Verizon et.al. NOT Disney!!

And as for the reservation line, DW got a machine then to, but it was last weekend, so we "assumed" it was after hours. She didn't stay on the line long enough to find out. Ironically, we didn't make our Poly reservations either.... and I'll tell you what, I will not make Poly reservations to a machine! That is my line in the sand!

I am just hoping this is not a trend or a permanent thing.......

 

[TLSnell1981]

I do not believe, the economy is soley at fault. I place a healthy dose of blame on the current regime... Bean counters are firmly in control and magic is no longer important or required..actually discouraged, IMO

 

[GinnyEmma]

Part of this is the prevalence of the internet. Nobody used to have access to hearing about everyone else's magic!

I can see it now....... the new line of Disney commercials will have small print scrolling across the screen as the scene plays out...... sort of like an ambulance chasing attorney...... "these are actors, not actual guests.......scene is not meant to be an actual representation of your own experience........ your mileage may vary.............."




I think I also read something recently about them wanting to take phone reservations away, but for the life of me I can't remember where.

Instead of hanging up the phone that day smiling because someone sitting in their mother's basement had just wished me a magical day............. I hung up the phone in frustration and disappointment. No better than the last time I called Comcast. And ask my kids. That's not a compliment.

lol, you are so right on both accounts! I hate the voice activated telephone things. I have a house with noise. It is always telling me to repeat or sending me to the wrong places.

 

[WDSearcher]

What happens on the phone prompt lines if you just hit zero? Isn't that a universal sign for "I want to speak to a real person", or have all the teleprompting people figured that out and so it doesn't work?

In the past when I've gotten voiceprompt after voiceprompt, I'd either hit zero or whatever number and then say, "Oh ... I'm sorry ... I was trying to reach Dining", after which point the helpful person who picked up would transfer me.

 

[Pirate Jeff]

Why would I be snarky? We were supposed to be in Disney for the past 2 weeks, but had to cancel as hubby was in hospital, so I haven't called for any ADRs, and had no idea that they were changing it to voice prompts. Just had trouble following what you were saying...

Thanks for explaining, Tiger

No problem Tiger.

I hope your DH is doing well...

I don't mean to sound crass but I have been beaten down pretty hard on some of these posts and don't always know which direction someone is going! Sorry for that!

As for changing it over, I really don't know. What I do know, is that DW made reservations to a computer over the phone and got a computer while trying to make Poly reservations this passed weekend!

I agree with you on the online reservations..., it works great over Droid in the parks when you can't hear a conversation! But in general, we want a "person" and it seems that is not always going to be the case!

Anyhow, sorry again and please, best wishes to DH and hope all is well!

Pirate Jeff.

 

[mom2rtk]

You most definitely understand my point! This is what I "expect" from Comcast or Verizon et.al. NOT Disney!!

And as for the reservation line, DW got a machine then to, but it was last weekend, so we "assumed" it was after hours. She didn't stay on the line long enough to find out. Ironically, we didn't make our Poly reservations either.... and I'll tell you what, I will not make Poly reservations to a machine! That is my line in the sand!

I am just hoping this is not a trend or a permanent thing.......

I think it was Friday during the day that I called, so not an after hours thing.

And I don't blame you one bit for not wanting to make your Poly reservations into a machine. Having that agent available can't cost more than a few bucks. It's an insult to expect you to make a multi-thousand dollar reservation to the most magical (or happiest???) place on Earth without another person on the line. Maybe this is Disney's new step into "Tomorrowland"???

 

[Tiger926]

No problem Tiger.

I hope your DH is doing well...

I don't mean to sound crass but I have been beaten down pretty hard on some of these posts and don't always know which direction someone is going! Sorry for that!

As for changing it over, I really don't know. What I do know, is that DW made reservations to a computer over the phone and got a computer while trying to make Poly reservations this passed weekend!

I agree with you on the online reservations..., it works great over Droid in the parks when you can't hear a conversation! But in general, we want a "person" and it seems that is not always going to be the case!

Anyhow, sorry again and please, best wishes to DH and hope all is well!

Pirate Jeff.

No worries! And thanks for well wishes for DH. We are hoping his health improves enough for a holiday trip!

I'm not sure what to make of that whole system. I am not sure how Disney thinks a computer can handle voice prompts for something as important as a resort reservation? My ONSTAR in my van hardly ever works, as it doesn't do well with my voice, and consequently, I am always wasting my minutes, so I know how frustrating that can be. But, a resort reservation which costs thousands of dollars, needs to be handle efficiently and properly. I can't imagine doing that solely by voice!

Sorry your wife experienced a frustrating call. Not sure what the heck Disney is thinking?

Tiger

 

[Pirate Jeff]

What happens on the phone prompt lines if you just hit zero? Isn't that a universal sign for "I want to speak to a real person", or have all the teleprompting people figured that out and so it doesn't work?

In the past when I've gotten voiceprompt after voiceprompt, I'd either hit zero or whatever number and then say, "Oh ... I'm sorry ... I was trying to reach Dining", after which point the helpful person who picked up would transfer me.

I don't think so Searcher. We have been doing this for years and while I didn't make the call, DW usually does and she was upset over not having the option to talk to someone!

I am not discounting the possibility that there were not enough phone CM's to help us out but honestly, it seems truly suspicious to me. Also, mom2rtk had the same experience. Keep in mind, we have been at every Disney Restaurant in Epcot, Magic Kingdom, Hollywood Studios and all the major resorts (except Victoria and Albert's).
This was a first for us and I don't like it. As I believe you are a CM, it seems you are as puzzled as we and that worries me even more...

 

[GinnyEmma]

That is part of the problem. Basically we were all spoiled rotten during the late 90's and 2000's until financial armageddon.

Now, our toys are being taken away, and naturally we dont like it. We have come to expect what was once a luxury.

In fact, this is pretty much what is wrong with society now. Look at powercuts. Everyone freaks out until power is restored. In the dim past, we did without power, but now everyone needs it like a drug.

Before WDW, I only ever went to crummy seaside resorts back in England. Now, I find myself complaining more and more that I am not getting enough of this, or good enough of that, where before I would have been happy with a dank hotel room in some forsaken fishing village, and I dont like what I have become, frankly.

YMMV.

Interesting. I think that I agree with you. My boys stay in the cheapy motels when camping with their dad. I remember them wondering where the living room was when we stopped staying in suites! Bless their hearts...

They do love it when the power goes out. It immediately becomes card playing by candlelight, and eat all the ice cream night.

 

[Tiger926]

I do not believe, the economy is soley at fault. I place a healthy dose of blame on the current regime... Bean counters are firmly in control and magic is no longer important or required..actually discouraged, IMO

Absolutely! I think the bad economy actually played into Disney's favor. They have massively huge profit margins, and that is what is driving WDW these days, and not a bad economy.

Tiger

 

[bobbins]

Free Dining was a brilliant move on Disney's part, as people will flock for something that is free. Despite the millions of threads on the DIS that claim that Free Dining isn't actually free, it is. Disney does not charge you for the dining part of your package; therefore, that makes the dining portion free. The question is whether or not it's the best deal, as you have to pay rack rate for your room.

The galling thing for me is that, from the UK, most of 2012 is free dining. It's only not available in Mar/Apr and mid Nov though Dec.

And it really is free - for family reasons, we have to visit last 2 weeks of April. Those weeks are more expensive without dining than booking the first two week of May with free dining! And, during free dining, we could stay in SSR or OKW for about the same cost as PO - a massive saving.

I can only hope that the parks will be less crowded backend of April than they will be in May and, without free dining for anyone, the restaurants should be much less busy.